ENGAGEMENT CHARTER – [Client Name]
Date: [Start Date]
1. Project Overview
Consultant (Travel Agency): Aurum Travel
Client (Traveler): [Client Name]
Engagement Name: Personalized Travel Planning & Concierge Services
We’ll work together to craft a seamless, unforgettable trip—handling everything from high-touch itinerary design to on-the-ground support—so you can focus on the experience.
2. Objectives & Success Criteria
Primary Objectives:
- Develop a fully personalized travel itinerary aligned with your interests and budget.
- Secure best-available rates and amenities across flights, hotels, and activities.
- Provide 24/7 concierge support before and during your trip.
Success Criteria:
- Final itinerary delivered at least 14 days before departure.
- ≥ 90% of preferred hotels, tours, and seats confirmed at booking.
- 24/7 support contact established and tested prior to travel.
3. Scope of Work
In Scope:
- Discovery call to capture preferences, budget, special requests
- Research and propose up to 3 distinct destination plans
- Book flights, accommodations, transfers, and select activities
- Visa, insurance, and documentation guidance
- Pre-departure briefing with travel dossier (digital & print)
- 24/7 emergency support hotline during travel dates
Out of Scope:
- Major visa application fees or governmental fines
- Third-party supplier cancellation penalties
- Personal expenses (meals, tips, souvenirs)
4. Deliverables & Timeline
| Deliverable | Due Date | Owner |
|---|---|---|
| Kickoff discovery call | Within 3 days of sign-off | Consultant |
| Initial draft itineraries (3 options) | [Date + 1 week] | Consultant |
| Finalized itinerary & bookings | [Date + 2 weeks] | Consultant |
| Travel dossier & briefing session | 14 days before travel | Consultant |
| Post-trip feedback survey | Within 7 days after return | Consultant |
5. Roles & Responsibilities
Client:
- Provide timely feedback on drafts
- Supply personal details (passports, preferences)
- Secure required visas/insurances
Aurum Travel (Consultant Lead):
- Manage end-to-end planning and bookings
- Coordinate with suppliers
- Provide concierge support
6. Communication Plan
- Kickoff Call: Within 3 days of agreement
- Draft Reviews: Email and screen-share sessions as needed
- Weekly Check-ins: Brief status email every Friday
- Emergency Support: 24/7 hotline and WhatsApp
7. Change Control
- Submit change request (email or form) detailing new preferences or dates.
- We’ll assess impact on cost and schedule within 1 business day.
- Updated plan or quote shared; proceed upon your approval.
8. Risks & Mitigations
| Risk | Likelihood | Impact | Mitigation |
|---|---|---|---|
| Supplier blackout during peak season | Medium | High | Early holds on tentative reservations |
| Last-minute schedule changes | High | Medium | Flexible cancellation options; backup plans |
| Document delays (visa/passport) | Low | High | Checklist & reminders; expedited services |
9. Acceptance Criteria
- You sign off on the final itinerary and bookings list.
- All reservations are confirmed and e-tickets/vouchers received.
- You’ve tested and confirmed the emergency support contact.
10. Terms & Financials
Fee Structure: Flat planning fee of [$$$] + service fees
Deposit: 50% due on kickoff; remainder on final itinerary delivery
Payment Terms: Net 15 days from invoice date
Expenses: Out-of-pocket (e.g. visas, insurances) billed at cost
11. Signatures
Client (Traveler): ___________________________ Date: __________
Aurum Travel (Consultant): ___________________ Date: __________