Travel Management Services (TMC) Request for Information (RFI)

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide end-to-end travel management services for JPL employees, contractors, and authorized travelers, including reservations, ticketing, technology integration, traveler support, policy enforcement, data reporting, and compliance management for domestic and international travel.

• Core Travel Services: Provide reservations and ticketing for air, rail, hotel, and car rentals; process cancellations, refunds, and unused tickets; ensure access to government and corporate rates.

• Technology & Systems Integration: Support and integrate with JPL's existing SAP Concur Travel and Expense Management System, including the Online Booking Tool (OBT). Ensure seamless data integration between the TMC's GDS and SAP Concur, and maintain compliance with cybersecurity and data privacy protocols.

• 24/7 Traveler Assistance: Provide round-the-clock support via phone, email, and chat for booking changes, rebooking, cancellations, and emergency support.

• Policy Compliance: Enforce JPL Travel Policy, Federal Travel Regulations (FTR), and Federal Acquisition Regulations (FAR). Document justifications for policy exceptions and report monthly on policy exceptions and associated costs.

• Duty of Care & Risk Management: Provide traveler tracking and location services (integrating with Everbridge), issue travel risk alerts, conduct pre-trip risk assessments for high-risk destinations, and provide emergency assistance 24/7.

• Reporting & Data Management: Deliver monthly and quarterly reports on travel spend, compliance, vendor utilization, and unused tickets. Provide vendor market share reporting and quarterly benchmarking and cost-savings analyses.

• Account Management & Support: Assign a dedicated Account Manager and support team, conduct semi-annual business reviews, and collaborate on training.

• Invoicing & Billing: Provide transparent fee structures, process refunds within 3 business days, support multiple payment forms, and ensure billing reconciliations meet audit requirements.

• Compliance & Regulatory: Maintain ARC/IATA accreditation, comply with FTR, FAR, data privacy standards (GDPR, CCPA, CPRA), ISO 31030:2021 for travel risk management, and PCI DSS for credit card data.

• Call Center Performance: ≥ 90% calls answered within 30 seconds, ≤ 5% abandonment rate, ≥ 95% inquiries resolved on first call or escalated same day.

• Email and Online Request Response Times: 90% within 1 business hour for email, routine resolution within 4 business hours, complex acknowledged within 1 hour and fulfilled within 1 day.

• Ticketing and Reservation Accuracy: ≥ 99% accurate tickets.

• Traveler Assistance: 24/7/365 emergency support with 15 min response for urgent matters; notify/rebook travelers affected by disruptions; ≥ 90% traveler satisfaction via surveys.

• Base Period: 1 year.

• Option Periods: Up to 4 one-year periods at JPL's discretion.

• Implementation/Transition: Completed within 30 days of contract award.

• Must maintain active ARC/IATA accreditation.

• Must comply with various federal, state, and international regulations including FTR, FAR, GDPR, CCPA, CPRA, and ISO 31030:2021.

• Must comply with PCI DSS for handling credit card data.

• Must integrate with JPL's existing SAP Concur Travel and Expense Management System and the Everbridge third-party service provider.

Request for Information (RFI)

This RFI seeks information from potential sources regarding Travel Management Company (TMC) services. The Jet Propulsion Laboratory (JPL), a Federally Funded Research and Development Center (FFRDC) sponsored by NASA, is exploring options for a new subcontract to provide comprehensive travel management services. This potential new subcontract could begin after the current one concludes in October 2027 and may last for five years. JPL is looking for integrated, policy-compliant, and cost-effective travel services that enhance traveler experience, ensure fiscal accountability, and meet all applicable JPL, Federal, and NASA travel requirements.

JPL is interested in understanding the capabilities of qualified companies to provide comprehensive travel management services as detailed in the accompanying Statement of Work (Attachment A). Responses should include a Rough-Order-of-Magnitude (ROM) with monthly pricing information and answers to a detailed list of questions covering company experience, service structure, technical capabilities, and handling of specific travel scenarios.

This RFI is for preliminary planning purposes only and does not constitute a commitment to solicit for future procurement. The NAICS code for this effort is 561510, Travel Agencies, with a Small Business Administration (SBA) size standard of $25M.

Interested firms must submit a ROM and answers to specific questions. Written RFI questions are due by February 19, 2026, with responses from JPL by February 27, 2026. All responses to the RFI are due by March 6, 2026, by 3:00 PM Pacific Daylight Time via email.

Respondents are asked to provide their company's socio-economic status under NAICS Code 561510.

JPL does not have a mandated travel program; however, outside bookings must comply with JPL's policies and federal regulations. The document provides an example breakdown of JPL's annual travel spend, totaling approximately $12.8 million, to illustrate the magnitude of the effort.