ThaiNGO

 Request for Travel Arrangement Services Proposal (RFP)

Background

FHI 360 is a nonprofit organization that mobilizes research, resources, and partnerships to expand access to opportunities that help people lead full, healthy lives. Our workforce of more than 2,200 experts operates in over 60 countries worldwide.

Founded in 1971, Family Health International (FHI 360) is a nongovernmental, nonprofit organization headquartered in Durham, North Carolina, USA, and governed by a Board of Directors. FHI 360 maintains regional Hub offices in Asia (Bangkok, Thailand) and Africa (Pretoria, South Africa), and more than 60 country offices that support the implementation of its global programs.

The Asia Pacific Hub Office (AP Hub) is located at: 19th Floor, Tower 3, Sindhorn Building,  130-132 Wireless Road, Lumpini, Pathumwan, Bangkok 10330, Thailand.

Purpose:

We are seeking written quotes from qualified Travel Agents for travel arrangement services in support of the operation of FHI 360 Asia Pacific Hub Office based in Bangkok. Details of the scope of services and cost proposal are described in Section A, Section B and Section C of this Request for Proposal (RFP).  Period of the Award is tentatively from November 15, 2026 for a period of two years. The following information is provided solely to assist bidders in preparing their proposals and shall not be construed as a guarantee of business volume.

FHI 360's anticipated annual travel activity may include: 

Approximately _1,000_ domestic airline tickets

Approximately _223 _ international airline tickets

Approximately _23  hotel reservations

Approximately __5_ visa support requests

Approximately _12__ vehicle rental arrangements

Actual requirements may vary based on funding levels, project needs, donor requirements, and business circumstances. Issuance of this RFP and any resulting agreement does not guarantee any minimum volume of business. FHI 360 reserves the right to obtain travel-related services from other sources when deemed necessary for operational, project-specific, donor, geographic, or emergency requirements.

Required qualification:

Interested bidders must:

• Be legally registered and licensed to operate as a travel agency in Thailand
• Have at least three (3) years of experience providing corporate travel services.
• Demonstrate experience serving international organizations, NGOs, donor-funded projects, or multinational companies.
• Have the capability to provide nationwide and international travel services, providing fare comparisons from multiple airlines and support for last-minute travel requests.
• Assign a minimum of two qualified personnel to support the FHI 360 account and provide adequate backup coverage to ensure continuity of service
• The booking system is integrated with International SOS or any other duty of care support system to support traveler safety and security monitoring. 
• Provide evidence of financial stability and Description of quality assurance procedures.

Required Documentation:

Quotes must be comprehensive, clearly demonstrate the applicant's ability to meet the requirements of this Request for Proposal (RFP), and include the following components: 

1. Company Profiles (not more than one page) 
2. Number of dedicated ticketing officer(s) to FHI 360
3. Year of experience of ticket officers
4. Name of the GDS, if using more than one GDS, please advise the % of each feed. 
5. Indicate if you have made any bookings outside the GDS. If positive, can you add these bookings into the GDS and send as “passive segments” to ISOS
6. Indicate if you are able to queue bookings passively on the lesser volume
7. Please list all Pseudo City Codes / Office IDs to be dedicated to support FHI 360, including 24-hour emergency service and all PNR creation Pseudo City / Office IDs.
8. Management Fee on top of the net fare
9. Number of visa team
10. Years of experience of visa team
11. Hot Line Express Service Charge
12. Reporting System on Monthly basis (please provide a sample)
13. Hotel booking services
14. Travel Insurance
15. Travel Alert
16. Billing System  
17. Credit Term
18. Connection with airlines
19. References (please provide minimum 3 comparable clients)
20. Knowledge of USG rules and regs.  (Please mention if your ticketing officers have any knowledge of Fly America Act)
21. Other offices in another country and Benefits for other country offices of FHI 360

Technical Approach/Methodology: 

Bidders should provide a brief narrative describing their proposed implementation approach for delivering the required travel management services. The narrative should include the vendor's service delivery model, quality assurance measures, risk mitigation strategies, and procedures for ensuring the timely and accurate delivery of all requested services. Bidders should also describe their customer support structure, including account management, after-hours support, and escalation procedures for urgent travel requirements.

On Cost Proposal, bidders shall provide detailed cost information required on B reflecting as accurately as possible. Bidders will submit with their proposals a proposed budget with sufficient detail to allow evaluation of elements of costs proposed. Budgets should be submitted in Thai Baht. Budget notes/documentation describing how budget line items are calculated should be incorporated.  Please also include a statement in the Cost Proposal that the prices/costs contained therein must be valid for at least 180 days from the date of submission.  

Bidders shall provide a complete pricing schedule, including but not limited to: 

Air Travel

• Domestic ticket issuance fee
• International ticket issuance fee
• Ticket modification/reissue fee
• Refund processing fee

Accommodation 

• Hotel reservation service fee, if applicable 

Ground Transportation

• Vehicle rental arrangement fee, if applicable

Travel Documentation 

• Visa assistance fee
• Passport-related assistance fee, if applicable

Additional Services 

• After-hours/emergency service fee
• Other transaction or management fees

All fees must clearly indicate whether taxes, including VAT, are included or excluded.

Criteria for Evaluation

FHI 360 AP Hub Office will evaluate quotations using a best-value approach. In addition to price, the evaluation will consider the bidder's qualifications, relevant experience, service capabilities, coverage, responsiveness, and overall ability to meet the requirements of this request for proposal (RFP).

The FHI 360 AP Hub Office intends to award a contract to the bidder whose quotation is determined to be the most advantageous to FHI 360, considering both price and non-price factors. FHI 360 reserves the right to award based on the initial quotations received without conducting discussions or negotiations. Therefore, bidders are encouraged to submit their most competitive pricing and strongest technical offer in their initial response. However, FHI 360 may, at its sole discretion, request clarifications, conduct discussions, or negotiate with one or more bidders if deemed necessary.

Quotations will be evaluated based on the following criteria:

(a) Price Reasonableness and Competitiveness   (30 Points)

• Competitiveness, transparency, and overall value of service fees, cancellation/amendment charges, any additional administrative fees and related charges. 

(b) Service Coverage and Delivery Capability (20 points)

• Ability to support domestic travel throughout Thailand, including remote and rural locations, as well as occasional international travel.
• Ability to provide timely quotations, ticket issuance, amendments, cancellations, and emergency travel support.
• Ability to provide accommodation reservation services;  vehicle rentals;  and support for visa applications, travel advisory information and entry requirements.

(c) Service Level and Technical Capability  (30 Points)

• Quality of customer service and responsiveness.
• Availability of dedicated account management and after-hours support.
• Capacity to respond to urgent travel requests.
• Access to major airline reservation systems.
• Online booking and reporting capabilities, demonstrated ability to provide monthly travel expenditure reports including ticket usage and savings reports; refund reports; and management information reports upon request. 
• Ability to provide Emergency Travel Assistance including 24/7 traveller support; assistance during flight cancellations, delays, or emergencies; and alternative travel arrangements when required.
• Ability to provide travel itineraries that comply with FHI 360 travel policies and applicable donor requirements.
• Integration with International SOS or equivalent traveller safety, security, and duty-of-care systems.

(d) Past Performance and Relevant Experience  (20 Points)

• Experience providing travel management services to international organizations, NGOs, donorfunded projects, multinational corporations, or similar clients.
• Quality of client references and demonstrated record of reliable service delivery.

Contract Mechanism: 

FHI 360 intends to enter into a non-exclusive Master Service Agreement (MSA) with the selected bidder(s) for an initial term of two (2) years, with the option to extend for additional period(s) subject to satisfactory performance, ongoing organizational need, and mutual agreement of the parties.

FHI 360 intends to award the contract using a best-value approach.

Award may not necessarily be made to the lowest-priced bidder. Proposals will be evaluated based on the criteria set forth in this RFP, including technical qualifications, service capability, relevant experience, past performance, and cost competitiveness.

Payment terms: Payment will be made in full upon the delivery of services and FHI 360’s acceptance.

Response:

Any questions or requests for clarification need to be submitted in writing (via email) to Procurement Thailand (procurementth@fhi360.org) before Monday, October 26, 2026  5:00 P.M. Bangkok time.  Inquiries and answers to inquiries will be shared with all applicants. No telephone inquiries will be answered.

Responses to this RFP should be submitted by email to the same email address by Wednesday, October 28, 2026 at 5:00 P.M. Bangkok time. Any quotes received after this date and time may not be accepted and shall be considered non-responsive.

FHI 360 Disclaimers

• FHI 360 will not compensate bidders for preparation of their response to this RFP.
• FHI 360 may perform a background check on any selected bidders.
• FHI 360 may cancel the solicitation and not award
• FHI 360 may reject any or all responses received
• Issuance of the solicitation does not constitute an award commitment by FHI 360
• FHI 360 reserves the right to disqualify any offer based on failure of the bidders to follow solicitation instructions
• FHI 360 will not compensate any bidders for responding to solicitation
• FHI 360 reserves the right to issue award based on initial evaluation of offers without further discussion
• FHI 360 may choose to award only part of the activities in the solicitation, or issue multiple awards based on the solicitation activities
• FHI 360 reserves the right to waive minor proposal deficiencies that can be corrected prior to award determination to promote competition
• FHI 360’s supplier terms and conditions can be found here  

Data Protection and Confidentiality

The successful bidder shall implement and maintain appropriate administrative, technical, and physical safeguards to protect sensitive traveler information. This includes, but is not limited to:

• Passport information
• Visa documentation
• Personal contact information
• Travel itineraries 
• Payment-related information

The selected bidder shall comply with all applicable privacy and data protection laws and ensure that access to traveler information is restricted to authorized personnel only.

FHI 360 may require execution of additional confidentiality or data protection agreements as part of the contracting process.

SECTION  A

Scope of Services

The selected travel agency shall provide, at a minimum, the following services: 

Airline Ticketing

• Domestic and international flight reservations and ticket issuance. FHI 360 AP Hub Office anticipates that most travel requirements will involve domestic flights, including travel to remote and rural areas of Thailand, with occasional international travel.
• Identification of the most economical and appropriate fare options that comply with organizational and donor requirements.
• Ticket modifications, rebooking, cancellations, and refund processing.
• Provision of multiple flight options upon request. 

Reporting and Account Management Structure

Bidders shall provide information regarding the proposed account support team, including:

• Monthly travel expenditure reports.
• Assignment of a dedicated staff and an alternate focal point to ensure uninterrupted service.
• Number of ticketing consultants
• Number of visa support personnel
• Escalation process for urgent matters
• After-hours support arrangements
• Submission of consolidated invoices and all required supporting documentation.
• Provision of credit terms with payment due no earlier than two (2) weeks after ticket issuance and receipt of a complete invoice package and supporting documents.

FHI 360 reserves the right to review and approve significant changes to key personnel assigned to the account. 

Hotel booking arrangements

• Identifying suitable hotels based on budget and location
• Obtaining quotations and managing reservations
• Coordinating rooming lists, check-in/check-out requirements, and special requests
• Handling booking modifications, cancellations, and troubleshooting

Visa application support

• Providing visa requirement information and guidance
• Coordinating with travelers regarding required documents
• Monitoring visa application status and addressing visa-related issues

Vehicle rental and transportation arrangements

• Coordinating vehicle rentals, airport transfers, and local transportation
• Arranging drivers where required
• Managing transportation schedules and route planning
• Handling transportation changes, delays, and emergency requirements

Traveler support and issue resolution

• Providing assistance with travel disruptions, flight changes, or lost luggage
• Coordinating emergency travel support when required
• Serving as a point of contact for travel-related inquiries before and during travel

Travel documentation and compliance

• Ensuring travelers receive itineraries and travel confirmations
• Verifying compliance with organizational travel policies and donor requirements
• Maintaining travel records and supporting documentation

Duty of Care and International SOS Integration Requirements

1.  Duty of Care Support

The Travel Agency shall demonstrate the capability to support FHI 360's Duty of Care (DoC) obligations by ensuring timely, accurate, and complete traveler itinerary management for all air travel booked through the agency.

The selected agency must:

• Support traveller safety, security, and emergency response requirements through accurate itinerary management and traveller visibility.
• Maintain processes that facilitate rapid traveller location identification during security incidents, natural disasters, medical emergencies, travel disruptions, or other crisis events.
• Provide twenty-four (24) hour emergency travel assistance and after-hours support.
• Maintain dedicated account management resources capable of supporting urgent travel modifications, cancellations, rebooking, and traveller assistance requests.
• Comply with all FHI 360 travel policy requirements and traveller tracking protocols.

2.  International SOS (ISOS) Data Feed Requirement

FHI 360 utilizes International SOS (ISOS) as its global medical and security assistance provider. The ability to provide reliable traveller itinerary data to ISOS is a critical requirement of this procurement. Automated traveller visibility is the preferred solution and is considered an important evaluation criterion. 

The Travel Agency must:

• Demonstrate the ability to provide a direct automated data feed from its Global Distribution System (GDS) or reservation platform to International SOS.
• Identify the GDS platform utilized (e.g., Amadeus, Sabre, Galileo, Travelport, or equivalent).
• Describe any existing integrations currently supporting International SOS traveller tracking.
• Provide evidence of successful implementation of ISOS traveller data feeds for other clients, where applicable.
• Support transmission of all itinerary data, including:
  • Passenger name records (PNRs) 
  • Flight segments
  • Ticket numbers
  • Schedule changes
  • Cancellations
  • Reissued tickets 
• Ensure data transmission occurs in near real-time or within a maximum of one (1) hour following ticket issuance, modification, or cancellation.
• Participate in testing, validation, and ongoing troubleshooting activities required by FHI 360 and International SOS.

3.  Contingency and Manual Upload Support

If a direct ISOS integration is not currently available, the bidder must:

• Clearly disclose the limitation in its proposal.
• Describe any planned capability or timeline for enabling an automated ISOS feed.
• Provide a documented alternative process for supplying itinerary data in a format acceptable to FHI 360 and International SOS.
• Designate a responsible point of contact for traveller tracking and data-feed issue resolution.
• Preference may be given to agencies capable of providing a fully automated, validated ISOS feed at the time of contract award. Manual itinerary submission processes may be accepted only as an interim solution and must not create traveller visibility gaps. 

4.  Proposal Response Requirements

Bidders shall include the following information in their proposal:

1. Description of Duty of Care capabilities and traveller tracking processes.
2. Description of International SOS integration capabilities.
3. Current GDS platform(s) utilized.
4. Existing ISOS customer references, if available.
5. Data-feed architecture and transmission method.
6. Service-level commitments for itinerary transmission.
7. Escalation procedures for system failures or feed interruptions.
8. Business continuity procedures supporting traveller tracking during system outages.

Service Level Requirements. 

Air Travel Services

• Standard airfare quotations: within two (2) business hours
• Urgent airfare quotations: within thirty (30) minutes
• Ticket issuance following approval: within one (1) business hour 
• Flight change and rebooking requests: within one (1) business hour 

Refunds and Exchanges

• Refund request acknowledgement: within one (1) business day
• Refund status updates: within two (2) business days 

Emergency Support

• 24/7 traveller assistance and emergency support
• After-hours response time: within thirty (30) minutes

Bidders may propose enhanced service levels as part of their proposal.

The related documents are available for download via the link below.

• AP27-10-001 Travel Agent and section A
• AP27-10-001-Travel AgentSection B - Routing sheet and Aux Fee