RTTtravel Customer Care Center

About RTTtravel

• Full service travel agency
• Air Force owned & operated
• Location: Ramstein, Germany
• Walk-in + call center
• In business since 1983
• www.rttreservations.com

Visit RTTtravel

RTTtravel is the largest Air Force owned and operated travel agency, servicing recreational travel needs of military service members and their families worldwide. The facility is located on Ramstein Air Force base and provide service to walk-in customers, call center customers and website visitors. RTT has been in operation for 25 years as a part of the Forces Support Squadron and continuously proven itself as one of the most profitable facilities in this division, earning numerous awards and accolades on a regular basis.

Like many military programs, RTT has had to adapt to doing more with less resources. The recent advances in technology and big brand on-line booking engines have made profitability fiercely competitive. Additionally, the leisure travel industry has grown increasingly volatile due to increased threats, terrorist activities and economic downturn. RTT’s continued success depends, in large part, on their ability to compete effectively against numerous competitors, many of which have significantly greater resources and make their operation as efficient as possible.

In 2016 these combined challenges caused RTT manager, Birgit Freyler, to do a critical assessment of the operations strength and weakness and what measures she takes to ensure that the business remained profitable without sacrificing service to the military community.

"How can we do business, handle our daily work flow, allocate manpower and service times better? Without exhausting manpower or allocating additional man hours? Maintain financial stability? Obtain better oversight of the daily workload and number of service requests? Ensure that no request is lost or remains unanswered?"
Birgit Freyler, RTTtravel Manager

The Challenge

Consolidate walk-in, call center and website customer requests into one central data base with an interface that easy for customers to use and requires minimal staff training.

Establishing service driven priorities that are determined by active duty verses retired personnel, local verses global customers and customer loyalty.

Improve turnaround time on customer requests by using a collaborative team approach and reduce the time required to service each request.

"We needed a piece of technology that was reliable, affordable and accessible with an easy to use interface for customers and staff. Something that could be implemented quickly, include great support and that could be customized for the way we do business."

The Outcome

Centralization of all service requests and staff actions

Non-eligible service requests prevented

Non-profitable service requests easily identified and outsourced

High volume/high profit requests are fast tracked

Increase response times and improved turnaround times

Management oversight greatly improved

Efficient allocation of resources and manpower

Work flow modernized and completely restructured

Hard copy customer data eliminated and 100% secure

Multiple agents can work simultaneously on service requests

Agent and staff accountability greatly improved

Drag and drop attachments that require travel with e-tickets

Canned responses eliminated language issues of ESL agents

"We now have complete transparency, history, accountability, documentation in a single service ticket! Everything is tracked from the minute we receive the customer inquiry to the completion of booking!"

Ready to take the next step?

Your business can enjoy the same great results and be up and running with a custom ticket system in less than a day!

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USAF NAF PCard Use
The NAF PCard can be used to purchase Your Force Support products as outlined in AFI 34-275 (23 Jun 2011).

When the package you select falls within the single purchase and monthly purchase limits the PCard can be used, and is the preferred method of payment. PCard purchase limits vary across bases and theaters, but typically range between $2500 and $5000 for the majority of FSS Programs. The total of your purchase may include multiple items; however, the total amount cannot exceed the single purchase limit. Splitting the purchases in order to stay under the single purchase limit is considered an unauthorized split payment.

In cases where your package exceeds the single purchase limit of the PCard, a PO (Purchase Order) will be required from your local NAF Contracting Office. In most cases this branch handles purchases under $25000 that do not require SAM oversight. We are familiar with this process and can provide the documentation typically required to support the PO request. Please note that if this payment method is used, the competed approved PO will be required prior the project getting underway.

If you have additional questions about PCard and Contracting/Procurement rules and regulations, please visit the AFNAFPO Website or consult with your local contracting officer.

PCard AFI 34-275 AFNAFPO Website

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