Travel Management Services for NESsT’s U.S.-Based Team

Terms of Reference : Travel Management Services for NESsT’s U.S.-Based TeamEngagement type: Independent contractor or travel management companyLocation: Remote; provider must be able to support U.S.-based travelersInitial term: One year, with the possibility of renewal 1. Organization ProfileNESsT is an international nonprofit organization operating across Latin America, Central and Eastern Europe, and the United States. NESsT invests in social enterprises that create dignified employment and sustainable income opportunities for people facing barriers to economic inclusion, while contributing to environmental sustainability. Through business support, catalytic capital, and long-term partnerships, NESsT helps social enterprises grow their impact and strengthen local economies. 2. Objective of the EngagementNESsT is seeking a qualified travel management company or independent travel consultant to provide responsive, practical, and cost-effective travel coordination. The objective of this engagement is to establish a reliable travel management service that supports NESsT’s U.S.-based staff with domestic and international travel arrangements while ensuring traveler safety, operational efficiency, policy compliance, and prudent stewardship of organizational and donor resources. 3. Scope of ServicesThe selected provider will coordinate flights, accommodations, travel insurance, itineraries, booking changes, cancellations, and travel-related support for authorized NESsT travelers.3.1 Air TravelThe provider will:Research and present flight options that balance price, total travel time, number of connections, and traveler convenience.Prioritize the most economical option that reasonably minimizes travel time and unnecessary connections.Identify flexible fares whenever feasible.Recommend fully or partially refundable tickets when the additional cost does not exceed approximately 30% of the ticket price, unless NESsT approves an exception.Manage ticket issuance, schedule changes, rebookings, cancellations, and refund requests.Monitor significant itinerary changes and promptly notify the traveler and designated NESsT contact.3.2 Baggage GuidanceThe provider will recommend appropriate baggage options based on trip duration, destination, weather, and purpose. Carry-on luggage will generally be preferred for trips of three to four days. Checked baggage may be recommended for longer trips, winter travel, field visits, donor events, or travel requiring equipment or formal attire.3.3 AccommodationThe provider will:Source and book practical, well-rated, and cost-effective accommodations close to the relevant event venue, office, or meeting location. Prioritize a private room with a single bed, private bathroom, reliable Wi-Fi where available, and climate-appropriate amenities. Generally propose hotels of up to three stars for single occupancy.Consider four-star hotels when cost-effective or when otherwise consistent with NESsT’s travel policy.Keep hotel rates within NESsT’s approved travel limits and, for international travel, generally below 60% of the applicable U.S. Department of State foreign per diem lodging rate for the destination.Clearly identify cancellation terms, taxes, fees, and any non-refundable conditions before booking.3.4 Travel InsuranceWhen a traveler is not already covered by a policy that includes business or international travel, the provider will:Recommend appropriate insurance options for the destination and travel circumstances.Present several alternatives when feasible, with a clear comparison of coverage, exclusions, and price.Arrange coverage that includes, at a minimum, medical treatment for illness arising during travel, accidents requiring medical assistance, baggage loss, and expenses related to flight delays.Issue and provide the relevant policy documentation before departure.3.5 Traveler SupportThe provider will:Serve as the primary travel coordination contact before and during each trip.Prepare and share clear itineraries and booking confirmations.Assist with delays, cancellations, missed connections, and other disruptions.Provide destination-specific guidance relevant to the booking, including baggage, airport transfer, and insurance considerations where appropriate.Offer a clear escalation channel for urgent assistance outside standard business hours.3.6 Billing and AdministrationNESsT prefers periodic, consolidated invoicing and payment by bank transfer rather than payment by corporate credit card. The provider will: Confirm its ability to invoice NESsT and accept payment by bank transfer. Provide itemized invoices showing the traveler, itinerary, base cost, taxes, fees, service charges, credits, and refunds. Provide supporting documentation for each transaction. Maintain accurate records of bookings, changes, cancellations, credits, and unused tickets. Coordinate with NESsT’s Operations and Finance teams on documentation and payment matters. 4. Service Standards The provider should demonstrate consistent responsiveness, accuracy, and proactive communication. At a minimum, NESsT expects: Acknowledgement of routine travel requests within four business hours. Initial travel options within one business day for routine requests. Prompt handling of urgent or last-minute requests, with the proposed urgent-response standard clearly stated. Immediate communication of material schedule changes or disruptions once identified.Accurate traveler details, dates, destinations, and booking conditions in all confirmationContinuity of service through a designated lead contact and an appropriate backup arrangement. Applicants may propose alternative service levels, provided that they clearly explain how the proposed standards will meet NESsT’s needs. 5. DeliverablesExpected deliverables include:Comparative travel options with transparent pricing and booking conditions.Confirmed flight, hotel, and insurance bookings following NESsT approval.Complete itineraries and supporting travel documentation.Timely management of changes, cancellations, refunds, and unused credits.Periodic itemized invoices and transaction records.Responsive assistance before and during travel. 6. Provider QualificationsApplicants should demonstrate:At least three years of experience providing corporate or business travel management services.Substantial experience arranging international travel.Knowledge of airline fare structures, ticketing rules, refunds, exchanges, and travel logistics.Experience arranging accommodations and travel insurance across multiple destinations.The ability to support senior executives and frequent travelers.Strong customer service, problem-solving, organizational, and communication skills.The systems and capacity to manage multiple concurrent travel requests accurately.Fluency in written and spoken English.Experience supporting nonprofit, international development, consulting, or other mission-driven organizations, and experience coordinating travel in Latin America and Europe, are preferred. 7. Contract ManagementThe provider will coordinate primarily with NESsT’s designated Operations contact and with authorized travelers. NESsT anticipates an initial one-year agreement, subject to satisfactory performance, continued organizational need, and mutual agreement. The final agreement will define applicable fees, invoicing arrangements, service standards, confidentiality obligations, data protection requirements, and termination provisions. This Terms of Reference does not guarantee a minimum number or value of bookings. NESsT may modify the scope of services or discontinue the selection process at its discretion. 8. Submission RequirementsInterested companies or independent consultants should submit a concise proposal containing:Provider profile: Legal name, location, years in operation, organizational structure, and primary contact details.Relevant experience: Description of comparable corporate or international travel assignments, including experience supporting nonprofit or mission-driven organizations where applicable.Service model: Booking workflow, approval process, communication channels, designated account support, backup coverage, and emergency support arrangements.Service levels: Standard and urgent response times, hours of coverage, and escalation process.Technology and reporting: Booking, traveler-profile, invoicing, expense-documentation, and reporting capabilities.Financial proposal: All service, transaction, emergency, cancellation, change, implementation, and other applicable fees, together with invoicing terms and available payment methods.Billing confirmation: Explicit confirmation of whether the provider can offer periodic invoicing and accept payment by bank transfer.References: Contact details for three current or recent clients for comparable services. 9. Evaluation CriteriaSubmissions will be assessed against the following criteria:Relevant experience and qualifications.Understanding of NESsT’s requirements.Quality, practicality, and reliability of the proposed service model.Responsiveness, traveler support, and emergency coverage.Ability to provide transparent, invoice-based billing and accept payment by bank transfer.Cost and overall value.Quality of references.NESsT may request clarification, conduct interviews, or invite shortlisted applicants to provide a service demonstration before making a selection. 10. Submission InstructionsProposals should be submitted electronically in PDF format with the subject line Travel Management Services – Proposal.Submission deadline: Oct 30, 2026 11. Equal OpportunityNESsT is committed to diversity, equity, inclusion, and belonging. We welcome submissions from qualified businesses and consultants from diverse backgrounds and encourage participation by minority-owned, women-owned, veteran-owned, and other underrepresented businesses.