Travel Standard

Reference: SLB-SCS-S002
Version: A08
Release Date: Mar-2019
EDMS UID: 1653766255
Produced: Mar-2019
Owner: Beatriz Elizondo/Ana Maria Negura
Author: Beatriz Elizondo/Ana Maria Negura

Legal Information

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This work contains the confidential and proprietary trade secrets of Schlumberger and may not be copied or
stored in an information retrieval system, transferred, used, distributed, translated or retransmitted in any form
or by any means, electronic or mechanical, in whole or in part, without the express written permission of the
copyright owner.

Trademarks & Service marks

Schlumberger, the Schlumberger logotype, and other words or symbols used to identify the products and
services described herein are either trademarks, trade names or service marks of Schlumberger and its
licensors or are the property of their respective owners. These marks may not be copied, imitated or used, in
whole or in part, without the express prior written permission of Schlumberger. In addition, covers, page
headers, custom graphics, icons, and other design elements may be service marks, trademarks, and/or trade
dress of Schlumberger, and may not be copied, imitated, or used, in whole or in part, without the express prior
written permission of Schlumberger.

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Document Control

Owner: Beatriz Elizondo/Ana Maria Negura

Author: Beatriz Elizondo/Ana Maria Negura
Reviewer: OFS Headquarters

Revision History
Version Date Description Prepared by
A00 Jul-2003 First release Author: Neil Hammond
A01 Sep-2003 Pre trip approval limit set at $ 250 Author: Neil Hammond
A02 Dec-2003 Trip approval for WG Regional Managers Author: Neil Hammond
A03 Sep-2004 Travel Security section updated Author: Neil Hammond
A04 Mar-2005 Traveler Responsibility section updated Author: Neil Hammond
A05 May-2007 Traveler Responsibility and Travel Security sections Author: Tracy Ramsey
updated
A06 May-2010 Multiple changes Author: Rakesh Anand
A07 Mar-2014 Full Modification/ Re-release Author: Veronique Howard/
Kelli Considine
A08 Mar-2019 Full Modification/ Re-release Author: Beatriz Elizondo/
Ana Maria Negura

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Schlumberger Travel Standard

Schlumberger’s global operations frequently require employees to travel, and the Company expects employees
to follow the highest professional standards when completing business travel. This standard document is intended
to enforce compliance with our corporate travel policy and drive thoughtful and disciplined decisions when
completing business travel or incurring a business expense. This standard applies to all Schlumberger employees
and support staff traveling for the Company or incurring a business expense.
All Schlumberger managers are responsible for ensuring their employees understand the Company Travel
Standard and that expenses incurred while traveling for business are appropriate and permitted. Managers are
also responsible for reviewing all expense reports and taking appropriate action if the Worldwide Travel Policy
and Standard are not followed or an employee shows poor judgment when completing travel or incurring a
business expense. GeoMarkets can create their own travel standard version only if it is more restrictive than this
document.
Any violation of the corporate Travel Policy and/or this Standard may subject employees or support personnel to
disciplinary action.

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Contents
1. Introduction ....................................................................................................................................................5
1.1. Statement of Standard .................................................................................................................................5
1.2. Objective ....................................................................................................................................................5
1.3. Scope .........................................................................................................................................................5
1.4. Definitions ...................................................................................................................................................5
1.5. Responsibilities and enforcement ..................................................................................................................6
2. Travel Approval...............................................................................................................................................7
3. Air Travel .......................................................................................................................................................8
3.1. Air Travel Booking .......................................................................................................................................8
3.2. Class of Service ..........................................................................................................................................8
3.3. Group Travel Limitations ..............................................................................................................................9
3.4. Advance Travel Purchase.............................................................................................................................9
3.5. Lowest Logical Airfare and Airfare caps .........................................................................................................9
3.6. Lost Luggage and Excess Baggage ........................................................................................................... 10
3.6. Air Travel Itinerary Delivery and E-tickets .................................................................................................... 10
4. Hotel and Lodging ........................................................................................................................................ 11
4.1. Hotel Booking ........................................................................................................................................... 11
4.2. Global Hotel Program ................................................................................................................................ 11
4.3. Hotel Cancellation ..................................................................................................................................... 11
4.4. Hotel Cap Rate ......................................................................................................................................... 11
4.5. Hotel Payment .......................................................................................................................................... 11
5. Car Rental ................................................................................................................................................... 12
5.1. Car Rental Usage ..................................................................................................................................... 12
5.2. Car Rental Insurance ................................................................................................................................ 12
6. Rail Transportation ....................................................................................................................................... 13
7. Ground Transportation.................................................................................................................................. 13
8. Payment and Expense Reimbursement.......................................................................................................... 13
8.1. Corporate Travel Card ............................................................................................................................... 13
8.2. Guidelines for Expense Reporting and Reimbursement ................................................................................ 13
9. Appendices ................................................................................................................................................. 14
Appendix A: Purpose of Trip Categories ............................................................................................................. 14
Appendix B: Declining Reasoning ...................................................................................................................... 15
Appendix C: Guidelines on Travel Agency Selection ............................................................................................ 15
Appendix D: Travel Agency Audit Plan Guideline ................................................................................................ 15
Appendix E: Agency Business Requirements ...................................................................................................... 16

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1. Introduction

1.1. Statement of Standard

Travel is a requirement of the global nature of Schlumberger’s operations and industries served. The associated
travel risks and expenses can only be respectively reduced and managed by having the necessary controls in
place.

1.2. Objective
The objective of this standard is to ensure that all travel in Schlumberger is executed in a safe, cost effective,
controlled and ethical manner.

1.3. Scope
This travel standard applies to all reimbursable travel conducted by employees, full-time and part-time, of
Schlumberger and majority owned entities. This includes reimbursable travel conducted by consultants,
contractors, interns and potential recruits.

1.4. Definitions
Term Definition
Traveler Any employee, consultant, contractor, intern or recruit of SLB or majority-owned entities
who will be reimbursed for travel expenses.
Travel Agency A Schlumberger approved company or entity that manages reservations and bookings with
airlines, train, ferry, hotels, rental cars and ground transportation as required.
Direct Manager Direct Managers give their agreement for travel based on the business rationale, cost, and
budget available. This is required for all travel.
Travel Security Designated Line Managers in the arriving GeoMarket give their authorization for travel to
Authorization medium and high-risk countries, confirming that security has been cleared (see Employee
and Asset security standard SLB-QHSE-S011).
Travel Category A position in supply chain services with the responsibilities of negotiating contracts and
Lead managing the relationship on behalf of Schlumberger with the travel agencies and service
providers.
GM Travel Point A position in supply chain services with the responsibilities of negotiating local contracts
of Contact and managing the relationship on behalf of Schlumberger with the local service providers.

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1.5. Responsibilities and enforcement

Travelers
Travelers are responsible for ensuring that:
• They have obtained approval from their immediate supervisors.
• They comply with the following documents:
• Schlumberger Journey Management and Driving Standard SLB-QHSE-S001
• Schlumberger Employee and Asset Security Standard SLB-QHSE-S0011
• Schlumberger Travel Standard SLB-SCS-S002
• Schlumberger Business Ethics Policy SLB-LEGAL-L002
• The travel agency has an up-to date record of their travel profile.
• They use preferred suppliers as a first option for travel.
• Their travel requests to regions/ cities/ locations with a High or Medium travel risk level are approved via
the country travel security website within Quest. This ensures that arrival formalities are correctly
planned. The use of aircraft in areas where transportation infrastructure is poor or non-existent should
be considered not only against cost, but also against the risk to personnel and equipment when
transported by other means. A list of Schlumberger approved airlines is also available in the country
security within Quest.
• They have consulted the country travel security website within Quest for the regions/cities/ locations they
wish to travel to, and the security and health related information.
• When applicable prior traveling internationally:
• All medical examinations and/or vaccinations are acquired within the appropriate time frame
• All necessary visa/passport requirements are completed within the appropriate time frame

Managers
Line management is responsible for compliance with this standard.
Line managers must ensure that:
• Travelers under their responsibility are aware of the requirements detailed in this standard.
• They review trip details and approve in a timely manner.
• All travels are approved pre-facto and in writing by the employee’s immediate supervisor. It is not the
responsibility of the travel agency to verify the approval.

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2. Travel Approval

• All business travel must be approved pre-facto and in writing by the traveler’s immediate line supervisor
(email is acceptable). The travel agency is not responsible for verifying this approval.
• Presidents, Vice presidents and GeoMarkets Managers are exempt from pre-trip approval at the
discretion of their immediate manager.
• N+1 manager is empowered to reject any request which is noncompliant to the Policy. Noncompliance
reports will be made available to the Function VP/Product Line President to apply accountability where
needed.
• If an additional level of approval is required by the GeoMarket/Product Line, this must be managed
internally with a Quest Exemption.
• For some locations, travel for new hire travel may be coordinated by the training department. In this case,
the training department will advise the employee of the travel arrangements made on his or her behalf
for training.

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3. Air Travel
Airline travel must only be purchased through the Schlumberger authorized travel agency.

3.1. Air Travel Booking

When purchasing an airline ticket, employees must consider the following:
• Point-to-point(simple) trip – (i.e. Houston-Paris, Aberdeen-Bucharest) should be booked in the online
booking tool if available.
• Multi-destination(complex) trip – (i.e. Houston-Paris, stopover 3 nights in Paris, Paris-Bucharest,
stopover 2 nights in Bucharest, Bucharest/Houston) should be booked with an agent in offline mode
(email or phone call).

3.2. Class of Service

Schlumberger’s worldwide Travel policy governs first class, business and economy air travel. Employees are
required to comply with the policy located on the company’s travel hub.
• Business class or premium economy equivalent airline travel is only authorized for full time employees Band
05 and above traveling on international flights exceeding 5 hours and transcontinental overnight flights.
• Travelers may use personal frequent flyer points to upgrade to business or first class if this does not
necessitate the purchase of full fare economy tickets when cheaper economy fares are available.
• The purchase of “restricted” tickets (non-refundable, penalty for changes, etc) if their cost is below “full
economy”, is encouraged.
• Business unit managers and controllers have the right to restrict class of service travel privileges on a local
basis as necessary.
• If the designated class of service is sold out, employees must select and book an alternate flight in lieu of
selecting a higher class of service and obtain an appropriate travel approval exemption.
• Some company office locations or business units may have more stringent requirements for business class
travel. Employees should review assigned area requirements to confirm location restrictions if applicable.
• Employees electing to fly in a lower class of service than authorized are not entitled to compensation or to
use the cost of savings for private travel for themselves or others.
• For client project related travels, flight arrangements must be pre-determined and agreed with the client.
Exemption to the rule may apply if the client allows all level to travel to business class or premium economy
and if the cost of the flight is entirely reimbursed by the client.
• Economy class airline travel is only authorized for external consultant or contractor, irrespective if the
reservation is made through SLB travel agent or directly by the consultant or contractor company.
• All flights related to transfers, new assignments or commuting schedules are to be taken in economy class
only, regardless of the destination, employee grade or duration of travel.

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3.3. Group Travel Limitations

The number of Schlumberger travelers together on the same flight must not exceed:
• Five in any combination of SL Executive Vice Presidents and Officers
• Fifty per cent (50%) of the company Board of Directors
• Ten employees of the same GeoMarket or Business Unit Management team
• Twenty total SLB employees (except for employees commuting to base, vessel or site locations)
Air charters are not authorized unless approved in advance by relevant manager and/or QHSE manager one
level above the requesting manager.
In case of an event, the organizer is responsible to ensure that the travel activities comply with this standard.

3.4. Advance Travel Purchase

Employees must make travel reservations as far in advance as possible to secure the lowest fares, at a minimum
7 days in advance for domestic and 14 days in advance for international. The traveler is required to inform the
travel agency of the purpose of the trip (see appendix).

3.5. Lowest Logical Airfare and Airfare caps

Employees should accept the lowest logical airfare as determined by the Schlumberger authorized travel agency
within a tolerance (please reference the company travel hub for tolerance value).
The travel agency is required to offer the traveler the lowest fare for the requested trip within the low fare
parameters defined (typically +/- 3 hours for domestic/regional and +/- 12 hours for international) by
Schlumberger. These parameters do not exclude low cost carriers. If the traveler declines the lowest fare offered,
then the traveler must provide the reason for declining the option (see Appendix). The travel agency is then
required to offer the lowest option excluding fares which fall into the same category that the traveler has declined.
This process is then repeated until the traveler is offered an appropriate solution.
The travel agency will document the difference between the fare accepted and the initial lowest fare offered and
code using the first reason for the lowest fare being refused. Monthly, the travel agency will provide (or make
available to) Schlumberger a summary and break down of the declined savings.
The direct manager of the employee will be accountable for deviations above lowest logical fare tolerance.
Airfare caps have been set for specific routes at cabin level. Travelers must book their airfare within this cap for
the trip to be compliant (please refer to Travel Hub for additional details).

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3.6. Lost Luggage and Excess Baggage

Airlines will attempt to retrieve and/or compensate travelers for lost luggage. Travelers are encouraged to follow
the steps outlined below to assist in the recovery of lost luggage. If, however, the lost luggage includes
Schlumberger property, the traveler is required to follow these procedures:
• File a lost luggage report with the airline’s representative in the baggage claim area prior to leaving the
airport
• Itemize the contents including receipts, if possible
• Include a copy of the airline ticket and baggage claim sticker(s)
Schlumberger does not take any responsibility for lost luggage claims and it needs to be settled with the airline
or insurance agency. Depending where you are traveling to, you will be entitled to free baggage allowance either
on the piece or weight basis, which must be checked by the traveler before the trip. Please refer to the respective
airline’s web site. Excess baggage and incidentals (baggage, wrapping, porter, etc.) is not a reimbursable
expense.

3.6. Air Travel Itinerary Delivery and E-tickets

The air travel agency will send travel itineraries to the email address provided within the employee’s profile.
Employees are to review the information carefully. E-tickets will be issued by the Travel Agency for air travel,
unless otherwise restricted by the air carrier. E-tickets eliminate mail delivery of physical tickets and reduce
printing and administrative costs. Employees are encouraged to check in with the airline electronically 24 hours
in advance to secure confirmation of their assigned seat and boarding pass. Employees are responsible for
reviewing the accuracy of their travel itinerary at the time of purchase and must immediately report any
discrepancies to the travel agency. Any changes made by employees to their existing travel itinerary at the airport
and/or boarding gate which generate a change fee are the responsibility of the employee. All change fees should
be billed directly to the employee corporate credit card or personal card and submitted for reimbursement under
the employees’ expense report.

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4. Hotel and Lodging

4.1. Hotel Booking

Employees are required to comply with the policy located on the travel hub. Hotel reservations must be made
through the Schlumberger authorized travel agent using the preferred Schlumberger rate when available.
Travelers are entitled to stay in a single room with a private bath at a preferred hotel chain.

4.2. Global Hotel Program

Hotels should be booked through preferred channels to capture visibility and for a better negotiation leverage. All
the hotels that have been selected as part of the Global Hotel Program have the rates loaded and the booking
should be done through the preferred travel agency. For a listing of preferred hotel chains, please reference the
company travel hub. Travelers may accept room upgrades if the upgrade is at no additional cost to the company.

4.3. Hotel Cancellation

Employees are responsible for cancelling their hotel room reservation and avoid no-show charges. Please refer
to your individual reservation for cancellation details.
Employees should request and record the cancellation numbers to mitigate any future billing disputes. Employees
are responsible and will not be reimbursed for “no show” charges unless there is enough proof that the billing is
in error or that advance cancellation was impossible.

4.4. Hotel Cap Rate

Where applicable, travelers must book within the defined hotel cap rate for the respective city. The city cap rate
represents the maximum allowed daily room rate employees are entitled to book.

4.5. Hotel Payment

Hotel charges are the employees’ responsibility and employees should pay for lodging accommodation via
company T&E card (where available) or personal credit card as a reimbursable item and should be expensed
back to the company. The traveler’s T&E or personal credit card must be provided to the agency to guarantee a
hotel room. Credit cards are required by the hotel, not the travel agencies.

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5. Car Rental

5.1. Car Rental Usage

Schlumberger’s Worldwide Travel policy governs the use of rental cars. Employees are required to comply with
the policy located on the company’s Travel Hub. Travelers must book from the preferred car rental supplier when
available. For a listing of preferred rental car, please reference the company travel hub.
Prior to renting a car, employees must review the company’s Journey Management and Driving Standard (SLB-
QHSE-S001).

Travelers may rent a car to their destination if:

• Driving is more cost effective than taxi, airline or rail travel
• Travel time by car is less than air travel time including travel to the airport
• Transporting large or bulky material

Travelers should book a rental car no larger than mid-size, unless the car in the authorized category is not
available or an upgrade can be obtained at no extra cost to the company (*Class B or C in Europe). A full-size
vehicle may be used when more than 2 employees are traveling together.
Travelers are responsible for canceling rental car reservations and must contact the approved travel agency.
Travelers must ensure that for business car rental the corporate code is used to have insurance covered,
therefore any additional insurance offered by the preferred car rental provider should be declined. For a list of car
rental approved suppliers, please reference the company travel hub.

5.2. Car Rental Insurance

Optional insurance premiums, including Collision Damage Waiver (CDW) or Loss Damage Waiver (LDW)
insurance; liability insurance is included in rental agreements at this time with the company’s preferred global
partners and should be declined at the rental counter, please reference the company travel hub for more details.
Business travelers must decline additional insurance coverage. Corporate negotiated rates may be used for
personal use, but employees should be aware that in this case, they are responsible for their own insurance
coverage.

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6. Rail Transportation

Employees may book rail travel in first class (except Eurostar Business Premier); however, some Company
offices restrict all rail travel to economy class. Employees should review assigned country requirements to confirm
locations requiring economy class.

7. Ground Transportation

Travelers should only use approved locally licensed shuttles and taxis, not unlicensed taxis or ‘minicabs’. All
approved limousine/car and shuttle/coach drivers must be current with the Schlumberger defensive driving
training program to transport Schlumberger employees. Employees are responsible for cancelling all reservations
with the provider prior to the original departure date.
Ground transportation charges should be charged to the employee corporate travel card or personal credit card.
For more information on the approved licensed shuttles and taxis please refer to the Travel Hub.

8. Payment and Expense Reimbursement

8.1. Corporate Travel Card

For all non-airfare travel related expenses (hotel, meals, passport), the company has designated American
Express Corporate Travel Card as the company’s preferred global payment solution. Employees are encouraged
to apply for and use the American Express Corporate Card as the preferred method of payment for all approved
business travel expenditures. Employees are issued corporate credit cards after approval from their managers
and in conjunction with meeting the individual application requirements to American Express. Card benefits
include automated population of expenses into eClaims, currency conversion and direct Company Pay in certain
countries. Employees may apply for the American Express corporate card by accessing the corporate card
application located on the Company’s Travel Hub.

8.2. Guidelines for Expense Reporting and Reimbursement

Expense reports will automatically follow designated approval process flows within eClaims, the Company’s
expense management platform. For employees not on eClaims, expense reports will be approved in accordance
with the local country expense management process. Employees are responsible for capturing properly the
information for expense reporting. For additional details, employees should access the eClaims policy on the
Hub.

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9. Appendices

Appendix A: Purpose of Trip Categories

Employees must advise the travel agency of their trip purpose category selected from the list below and agencies
must use these as part of the billing statement or invoice.

Scenarios GL ACCOUNT_DESC Alternate

TRAVEL RECHARGED TO CLIENTS
CFY = External Conference/Seminar or training – Billable 554901
(CR)
CFN = External Conference/Seminar or training - Non-Billable 554107 FARES (TAXIS/EXCESS/BAGGAGE)
TRAVEL RECHARGED TO CLIENTS
ECY = Travel to meet External Client – Billable 554901
(CR)
If location is not job site use
ECN = Travel to meet External Client - Non-Billable 531013 Employee Travel cost to Job Site 554107 -FARES
(TAXIS/EXCESS/BAGGAGE)
ESY = Travel to meet External Supplier – Billable 554999 Reimbursable - Travel & Entertainment
ESN = Travel to meet External Supplier - Non-Billable 554101 FARES (TAXIS/EXCESS/BAGGAGE)
TRAVEL RECHARGED TO CLIENTS
FSY = Field Support/Field Testing or installation – Billable 554901
(CR)
FSN = Field Support/Field Testing or installation - Non-Billable 554107 FARES (TAXIS/EXCESS/BAGGAGE)
TRAVEL RECHARGED TO CLIENTS
IMY = Internal Meeting/Business – Billable 554901
(CR)
IMN = Internal Meeting/Business - Non-Billable 554107 FARES (TAXIS/EXCESS/BAGGAGE)
If billed within SLB use
5**902-RELOCATION COST.
TRY = Transfer/Relocation – Billable 554901 TRAVEL RECHARGED TO CLIENTS The 5** represents employee
(CR) category e.g. IM 500, HCM
505 etc

The 5** represents employee

TRN = Transfer/Relocation - Non-Billable 5**902 RELOCATION COST category e.g. IM 500, HCM
505 etc
TRAVEL RECHARGED TO CLIENTS
TMY=Revenue Generating – Billable 554901
(CR)
TMN=Revenue Generating-Non-Billable 531013 Employee Travel cost to Job Site
TRAVEL RECHARGED TO CLIENTS
EXY = Ex-Pat Vacation (VTA) – Billable 554901
(CR)
The 5** represents employee
category e.g. IM 500,
EXN = Ex-Pat Vacation (VTA) - Non-Billable 5**201 TRAVEL (VAC/ROTATION)
Commuter 502, GeoMobile
517 etc
TRAVEL RECHARGED TO CLIENTS
SPY = Spouse accompanying employee on business - Billable 554901
(CR)
SPN = Spouse accompanying employee on business - Non-Billable 554107 FARES (TAXIS/EXCESS/BAGGAGE)
TRAVEL RECHARGED TO CLIENTS
RCY = Recruiting – Billable 554901
(CR)
RCN = Recruiting - Non-Billable 554107 TRAVEL - TRAINING & RECRUITING
TRAVEL RECHARGED TO CLIENTS
CRY = Crew Rotation/Commuter – Billable 554901
(CR)
CRN = Crew Rotation/Commuter - Non-Billable 531013 Employee Travel cost to Job Site

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Appendix B: Declining Reasoning

Employees declining the lowest fare offered must provide a reason for declining the fare based on one of the
reasons detailed below and this will be noted by the travel agency:
RA or R DECLINED ALTERNATE ROUTING/CONNECTION/AIRPORT
CA or C DECLINED DUE TO CARRIER PREFERENCE
TA or T DECLINED DUE TO TIME RESTRAINTS
PA or P DECLINED PENALTY/RESTRICTIONS NON-REFUNDABLE FARE

Appendix C: Guidelines on Travel Agency Selection

The selection of a business segment or business unit’s travel agency must be subject to a competitive bidding
process. The subsequent appointment of the successful travel agency should reflect the result of a serious
evaluation of all travel agencies’ bids against relevant selection criteria. The SLB global travel manager should
be made aware of all prospective travel agency bids; the SLB approved request for proposal should be used for
the bid process and the SLB global travel manager should review all agency selections and contracts. The
number of travel agencies is restricted to one a maximum of one per country:
Low performance of a travel agency must be documented in Quest.

Appendix D: Travel Agency Audit Plan Guideline

The scope of the Travel Agency Audit is to ensure compliance with agency contract, cost control and process
improvement by following a clear guideline. Travel agencies should be audited using the below methodology:
• The Technical Audit is aiming to answer to specific areas of concern: duty of care, cost control,
service quality. In addition, it enables SLB to check if the supplier is performing as per the Travel Policy
and Standard. To ensure a good track of the performance, the audit should be performed on a yearly
basis. The technical audit template is available in Quest.
• The fee auditing procedure applies to the countries that are using an intermediate form of payment
between SLB and agency, the most common is the Amex card. It allows comparing the fees charged
by the agency from the card statements with the agency contract making sure we are not overcharged.
This audit should be performed on a yearly basis by investigating three months spend for the entities
with the largest spend in the specific country.
• The spot check procedure can be performed in the countries that have an online booking tool. It
explains how to simulate a booking request in the online tool and offline (by contacting the agency) to
audit if the two channels are aligned to offer the lowest logical fare. This audit should be performed on
a quarterly basis on top 6 routes for the specific country.

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Appendix E: Agency Business Requirements

Category Business requirement

• Regional account management with at least one similar client as Schlumberger comparable as size and
1. Experience
travel activity for at least 2-3 years

• Regional account management as central point of contact at global and local level. Responsible of TMC
2. Account performance
management • No more than 3 clients including SLB
• Covers account management responsibilities

• Ability to link HR Data feed/mass upload for Profile Building at least refresh on monthly basis
3. Profile • Provide Automatic Profile Sync technology (offline and online) (via monthly mass upload or sync)
management • Profiles deleted as required for terminations (via monthly mass upload or sync)
• Capability for guest booking

• Regional weekly reporting including all countries on air spend as per defined reporting structure
• Regional monthly reporting including all countries on travel spend as per defined reporting structure to
4. Reporting be sent every 1st day of the following month to Amex GBT for data consolidation.
• Monthly reporting on traveler behavior metrics: advanced booking, changes/refunds, missed air
savings, trip purpose, cabin compliance

• Efficient and controlled travel policy implementation in less than 3 days

• Air bookings must offer three quotes including the lowest logical fare
• Lowest logical fare proposed based on SLB Travel Policy (typically +12/-12 hours for international flights,
+3/-3 hours for domestic flight)
• Measurement of missed savings (actual booked fare vs lowest logical fare)
• Travel approval capability on defined approver and/or trip reason (defined approver per group of people
as defined by Schlumberger)
5. Travel Policy
• Cabin compliance: ability to offer business/economy based on flight duration and employee’s seniority
grade
• All bookings should extract from the HR data feed the following content: GIN number, Segment/Function,
project code/activity code, accounting unit/cost center, approver. In addition, the following must be
requested from the traveler: trip reason, air reason exception code, hotel exception code
• N+1 email notification to direct manager including Lowest logical fare proposed, fare accepted or not,
hotel booked or not, trip purpose

• ISOS travel tracker (HSE requirement) daily PNR feed with email, GIN, mobile number compliance
6. HSE • Provide 24/7 emergency airline, car, hotel and ground travel assistance for Schlumberger employees as
needed
• Provide lowest hotel rate options using the negotiated hotel rates of Schlumberger, Agency or lowest
7. Schlumberger market available
discounts • Implement global and local airlines Schlumberger negotiated discounts and provide visibility of corporate
fares usage

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• Charged agency fees must contain Schlumberger contracted fee description with correct mapping
• If payment is done via credit card (for air), the card statement should be populated by the travel agency
8. Payment with the required fields.
• If payment is done via invoice, a report in excel format must be sent on a weekly basis with the required
fields.

9. Support
Online help desk for platform and offline 24/7 days per week, 365 days per year
coverage

Be able to measure and report SLA KPIs on a quarterly basis:

1. Telephone service factor: 80% of calls to be answered within 20 seconds
2. Email/request turnaround time: 95% of requests must be responded in 4 hours for domestic, 95%
responded within 6 hours for regional, 95% responded within 12 hours for international
3. Customer service response time: Agency will acknowledge all issues within one (1) business day.
Customer issues involving traveler in distress will be actioned urgently until resolved. Issues related solely
to Agency will be researched, recorded and resolved as applicable 100% in ten (10) business days. Issues
related to Vendor/Supplier will be researched, recorded and resolved as applicable in thirty (30) business
days, except where actions beyond the control of Agency delay resolution
4. Customer service satisfaction: Customer satisfaction survey for offline, online reservations and after
hours to be launched at least once per year for travelers
5. Reservation accuracy: 98% of transactions will be processed with no documented errors or traveler
10. Service complaints related to the Transaction services provided by the agency. Platform to capture reservation
Quality errors and be able to provide extract on a quarterly basis to understand areas of improvement
6. Annual business plan: Agency client management team and you shall jointly develop a business plan
each year. This plan will detail overall program goals, key strategies and short- and long-term travel
program initiatives. Agency ability to achieve this annual deliverable will be dependent on Schlumberger
engagement and input. Client management will also conduct quarterly and annual business reviews at a
regional and global level.
7. Refund processing times: On a quarterly basis, Agency will submit all refund requests for processing,
with 90% to be resolved within seven (7) business days. The remaining 10% of all refunds will be
processed within 30 days of refund request. Regulatory processing of refunds is completed at the sole
discretion of the issuing party. Agency will notify you of any delays in refund processing as applicable
8. ISOS Travel Tracker: Send booking/PNR to ISOS Travel Tracker: Name, Travel Data, GIN, Phone
Number and Email Address. KPIs based on % of compliance vs total number of PNRs: E-mail compliance
%, GIN number compliance %, mobile number compliance %

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