Carlson Wagonlit Operation Procedure
Harman Service Configuration
 Location of service centre – CWT Guangzhou
– Phone: 400 678 0720
– Email: harmantravel@carlsonwagonlit.com.cn
– Fax: +86 20 28387363
– Normal Office Hours: 08:30 – 18:00
Monday to Friday
 After Hours Emergency Service
– Phone: 400 887 7076
– Service Scope: for urgent change/booking of flight within 24 hours
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Scope of Services
 Travel Booking
– Air/Hotel/Car/Rail *
– Visa application assistance
– Group travel
– Meeting & Events
 Safety & Security Management
– CWT Guardian – destination information via email
– Traveler tracking – incident report
 Program Management by designated Program Manager
– Process optimization
– Suppliers optimization
 MI Reporting
– Data consolidation and CWT PMC report
– Business review with analytical result
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Air Booking & Ticketing Process
Travel arrangement
– Traveler/travel arranger use OBT (domestic travel only), telephone, email to get
information
– Travel counselor quotes the Lowest Fare Option with related fare restrictions
Reservation
– Make reservations via OBT (domestic travel only) or through service center
– Get E-itinerary and booking record, including status of the booking, and ticket fare
and related regulations.
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Change & Refund
 Contact CWT for any change or refund.
-Domestic flights: discount tickets can not change airlines, full fare tickets are free to
change.
-International flights: usually have very strict restrictions, pay attention when the
reservation is made.
 The penalty of change and refund is different due to the time of
cancellation/change, so please contact CWT as soon as you
need cancellation/change.
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CWT E-Quotation & E-Itinerary
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Air Booking & Ticketing Process
 www.cwt-online.com.cn
 Use your email address as user name.
 Password is default the same
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Air Booking & Ticketing Process
 Update your Profile before proceeding to make reservation
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Air Booking & Ticketing Process
My frequent flyer card
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Air Booking & Ticketing Process
Make Air Reservation
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Air Booking & Ticketing Process
View Detailed Information
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Air Booking & Ticketing Process
Lowest Fare Alert
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Air Booking & Ticketing Process
Please select a reason
when you haven’t
selected the lowest fare
that CWT
recommended.
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Air Booking & Ticketing Process
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Air Booking & Ticketing Process
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Air Booking & Ticketing Process
OBT will send
you the itinerary
by email
automatically
after you
complete the
booking and
then you can
process to apply
you Travel
Application
according to it
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Air Booking & Ticketing Process
Order Management
You can check
all your
bookings here
If you want to cancel/change you reservation before ticketing, press "Delete”
button (and make a new booking)
If you want to refund the ticket after issuance, please contact CWT service center
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Air Booking & Ticketing Process
Order Information
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Lowest Fare Option & Reason Codes
CWT will provide “Lowest Fare Option” for every booking
based on the following booking window:
Domestic – 2 hours( 1 hour before and 1 hour after
traveler’s preferred flight)
International – the whole day
Traveler must provide one of Harman’s standard reasons if
not accepting the “Lowest Fare Option” proposed by CWT
The reason and cost difference will be reported to respective
Business Unit leader and Harman Travel Management.
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CWT OBT E-Itinerary
On-line system will send itinerary
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Air Booking & Ticketing Process
 Please ensure your reserved air ticket will be issued before deadline.
Otherwise, it may be automatically cancelled by airline.
 For after hours emergency reservation (within 24hours) and ticketing,
on-line booking is also recommended.
Please also call our after hour emergency service team for ticketing.
Otherwise the reservation may be cancelled by airline
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Making Hotel Reservations
 Hotel reservations via GDS are free
 Harman’s contracted hotels will be offered*
 Credit card may be requested for guarantee during high
season and for GDS booking
 Manual hotel booking will be charged transaction fee
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Making Hotel Reservations
Connect hotel Booking
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Making Hotel Reservations
Hotel Search
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Making Hotel Reservations
View Hotel & Select Room Rate
Click this button
to view hotel
room rate detail
Click here to view
hotel information,
picture & direction
Click this
button to
reserve the
room
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Making Hotel Reservations
Client Information Page
If you like to share your
booking information
with other person,
please input his/her
email and mobile no
here.
Verify your Name here. If
you want to make
reservation for other
person, please change the
information here.
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Making Hotel Reservations
Credit Card Guarantee
Mandatory
Credit card
Guarantee
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Making Hotel Reservations
Reservation Details
Please double
check your
booking details
before
guarantee
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Making Hotel Reservations
Complete Submitting Booking Request
The system indicates that the
booking request has been
submitted successfully. Please wait
for CWT email confirmation
Click this button to
view your bookings
Reservation Number
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Making Hotel Reservations
Cancel my bookings
Click this button
to view your All
bookings
Click reservation
No. to view hotel
booking
Select or put in key
information to
search booking
Click Cancel
Button to
cancel the
booking.
Please
cancel your
booking
before hotel
cancellation
deadline to
avoid penalty
if you select
credit card
guaranteed
booking.
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Making Hotel Reservations
Booking confirmation format
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Hotel Booking Tips
Cancel hotel booking by deadline in hotel time zone
to avoid cancellation penalty
Record cancellation numbers & staff names
“No Shows” are usually charged at the one full day
rate
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Other Useful Information
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You have several channels to give CWT your feedback
on our services
 Access to the URL link indicated in our e-itinerary
http://www.cwt-survey.com/SI/TrvlFeedbackForm_CN/index.htm
 Contact your program manager for any issue
Tony Jin
Tel: (21) 2321 1000 ext. 8306
Email: tjin@carlsonwagonlit.com.cn
 Contact our service team manager
Rena Chen
Tel: (21) 2321 1000 ext. 8301
Email: rchen@carlsonwagonlit.com.cn
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