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Contingency Plan old
Yeti Travels has a structured contingency plan for its database, operations and managing change in business volumes. The contingency plans have been laid out based on the likely crises that may occur in the country particularly union strikes, civil war, military coup, political disturbance and events of force majeure.
Contingency Plan for the safety of Database
Client profile and travel related data, invoices and other financial data is the most important database of Yeti and needs care and safety in storage. Since Yeti is using Amadeus software in all its ticketing terminals, Passenger Name Records (PNR) and other related profile and travel data including their frequently used airlines, preferences, routes, is stored in Amadeus, wherein all back up is maintained at Munich, Germany. This would not be affected by any disturbances that may happen in Nepal.
Likewise, the billing system and the financial data of Yeti is in Oracle system, which is a web based software and data backup is stored on the net. This ensures safety of records and easy retrieval in case of occurrence of a system crash.
The Oracle server is setup in archive log mode for database backup purpose. Oracle RMAN technology has also been implemented for backup purpose. The Oracle standby server is a setup where data from the database server serves as backup in real time. The United Solutions software that supports online database backup to web space as well has also already been implemented.
The Online back up system which is supported by the installed software has 500 MB web space with Mercantile Communication Pvt. Ltd. Back up is taken on real time basis. The utilization of a Back up server system enables immediate access to another server when one server is down. The Server has power back up supported by UPS of 5 KVA and a 50 KVA generator.
Subcontracting
Yeti Travels has always been using in house resources for provision of all services. No service has ever been subcontracted to ensure that direct supervision is maintained and service quality and standards are not compromised. However, we have understanding with other major travel agencies whereby we can request them for use of their ticket stock levels and our experience till now has been that our good relations with all has paid off high mutual dividends. Cruise booking requests are however, routed to fellow travel agents specializing in the sector.
Quality Assurance Procedure
Provision of finest quality and personalized services is a vital principal and strength in Yeti’s operation management. We are constantly upgrading the knowledge and soft skills of our staffs by providing them in house trainings and client servicing orientations, and making them attend travel related seminars. A Standard Operating Procedure (SOP) has been introduced to lay down standard procedures to benchmark staff performances. We also conduct periodic client survey polls to ascertain the level of customer satisfaction and deal with client grievances and suggestions for improvements. Furthermore, the senior management team of Yeti conducts monthly reviews of its off site Travel Desks and takes stock of the concerns of the staff and the un redressed issues of the clients/ organizations, if any. In addition frequent direct supervision of the off site travel desk is done on a random basis to get hands on feel of the performance and conduct of operations by the staff. Our main focus is customer satisfaction and we spare no efforts to provide the same to our valued customers.
Yeti is initiating processes to obtain an ISO Quality Assurance Certification in the coming year.
Awards and Recognitions
Yeti Travels has received numerous awards from the Ministry of Tourism and Civil Aviation Nepal, Nepal Airlines, Thai Airways International, Cathay Pacific and American Express. It has also continuously won the title of the Highest Foreign Exchange Earning Travel & Tours Agent for the Government of Nepal. In 2007 Yeti Travels alone brought more than 7000 international tourists to Nepal, the highest for a local travel and tour operator.
External problems: In case of any disturbances due to strikes, curfew, political disturbances etc. Yeti Travels assures uninterrupted operations and assistance and cooperation of all kinds to the UN. As stated earlier we have a CPT team that has authority to devise a contingency plan and round the clock assistance is available to Standard Chartered Bank Nepal Limited Bank for their travel related and any evacuation plans. CPT (except the CEO and operations manager) members shall, through their AMEDEUS enabled laptops, themselves coordinate ticket booking (e ticketing) wherever possible and paper ticketing if e-ticketing is not possible due to unavailability of internet connection. CPT members shall receive booking requests themselves and then pass them on to the ticketing officers for booking confirmations at all times being on top of the situation. The CEO and the Operations Manager of the company is responsible for exploring all possibilities of making ticket deliveries, airport transfers, airport handling and coordinating all other activities from the point of bookings to the point of departure to the extent possible in the given circumstances.
Internal Problems: In cases of internal problems like union strikes, fire, robbery, vandalism etc. or any other labor related internal disturbances at Yeti, all bookings, ticket issue, delivery and other related activities shall be handled by the CPT members themselves. In case of unavailability of the head office premises, Yeti also has a stand by/ alternative office space located in Chauni area of Kathmandu occupying 8,387 sq. ft. of floor space which was previously used for the purpose of MD’s residence and is equipped with required office equipments, telephone lines, internet facilities, generator and furniture and fixtures.
Natural Disasters: In the case of natural disasters in the Kathmandu Valley or the adjoining areas of the country, particularly earthquake, all possible means to transfer the passengers to the nearest operating airport will be explored.
Force Majeure: During any events of force majeure arising out of the present uncertain political environment of the country and otherwise, like complete failure or collapse of the telecommunication lines etc., where it is out of our influence to get either bookings made or facilitate evacuation, we shall use our contacts and relations with the authorities and other stakeholders of the travel industry to keep communication going between the UN and our agencies outside Nepal. For this purpose we have installed a satellite phone to maintain continuous communication with our foreign agents and organizations for any kind of assistance that can be routed through them.
The company also has exclusive arrangement with Dielthelm Travel Group in Bangkok, Thailand and Travel Corporation of India, New Delhi, for transferring the passenger to nearest safe destination during any Force Majeure events that takes place in Nepal.
Contingency Plan for changing volumes
The Head Office shall have in total 16 staff from Operational Manager to messenger and delivery boy. In cases of increased business volumes, the present staff of 5 ticketing officers at the head office shall be deputed to assist the already existing 8 ticketing officers such that double the size of the current expected booking volume can be handled. The cross staffing policy of the company enables internal rotation of staff as per requirements.
Moreover, relating to our ticket stock levels, we have good relations with major carriers by virtue of which capping on the ticket quotas can be enhanced. They have been very cooperative with Yeti in the past. Also under a mutual understanding with other travel agencies, business volumes are taken care of utilizing each others’ authorized business volume quotas.
Current Office Space
Currently Head Office of Yeti Travels is located at Woodlands complex, Durbar Marg in a floor area 6,702 sq.ft. Yeti Travels also has its own garage at Koteshwor of about 91,000 sq. ft.
The office has a power back up facilities supported by 50 KVA generator and a 5 KVA UPS for uninterrupted operation.
Number of Vehicles with Yeti Travels
Yeti Travels has a fleet of 86 vehicles comprising of cars, 4WD Jeeps, Vans, Mini Buses (special HINO buses owned by the company) , and Coaches with experienced drivers providing corporate clients with round the clock, year round transport logistics.
