Tender for the Hotel content - Irctc

INDIAN RAILWAY CATERING AND TOURISM CORPORATION LTD
OPEN TENDER DOCUMENT
Tender for Powering the Hotel Content on IRCTC Website for domestic and international Hotels
Last date and Time of Submission : 16 th Nov’2012 UPTO 15.00 HRS
Date and Time of Opening of the Bid : 16 th Nov’2012 AT 15.30 HRS
EMD (Earnest Money Deposit)
Rs. 200000/- (Rs. Two lacs Only) through Demand Draft in favour of
IRCTC Ltd., issued by a Nationalized/any scheduled commercial
Bank, Payable at Delhi.
Address
Group General Manager (ITS)
Indian Railway Catering and Tourism Corporation Ltd.
Ist Floor, Internet ticketing Centre, State entry Road, NDLS Station,
(Paharganj side), Connaught Place, New Delhi
Phone – 011-23747134-05
Or Visit us at: www.irctc.co.in / www.railtourismindia.com

DISCLAIMER
The information contained in this Bid Document or subsequently provided to the Bidder(s),
whether verbally or in documentary form by or on behalf of the IRCTC or any of their
employees or advisors, is provided to the Bidder(s) on the terms and conditions set out in this
Bid Document or any other terms and conditions subject to which information is provided.
This request for Bid document is not an agreement and is not an offer or invitation by IRCTC
to any party other than the Bidders who are qualified to submit their proposals to IRCTC in
response to the tender.
The objective of the Bid document is to provide the prospective Bidder(s) with all the
relevant information to assist him for formulation of proposals or bids.
The bid document may not be apposite for all persons interested in bidding as it is not
possible for IRCTC or any of their employees or advisors to take into consideration the
financial and investment objectives, financial situation as well as specific needs of each party
who reads or uses this Bid document.
The prospective bidders should conduct detailed analysis and study for authenticating the
accuracy and completeness of the information provided in the Bid document and wherever
necessary obtain independent opinion from appropriate sources.
IRCTC, their employees and advisors make no representation or warranty and shall incur no
liability under any law, statute, rules or regulations about the accuracy, reliability or
completeness of the bid document.
IRCTC may in its absolute discretion, but without being under any obligation to do so,
update, amend or supplement the information in this Bid document.

2. INTRODUCTION
Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) is a Public Sector Enterprise under Ministry of
Railways and was incorporated as an extended arm of the Indian Railways to upgrade, professionalize and manage the
catering and hospitality services at stations, on trains and other locations and to promote domestic and international
tourism, development of budget hotels, special tour packages, information & commercial publicity and global
reservation systems.
More than 11.2 million railway tickets are booked through IRCTC website, www.irctc.co.in in a month. IRCTC’s
registered user base is over 22.5 million as on 30/04/2012. IRCTC tourism portal www.railtourismindia.com provides
a range of travel & tourism services to customers including All Inclusive Rail tour Packages, Tourist Trains, Holiday
packages, Air product, Hotels & Cab rentals.
3. NOTICE INVITING TENDER
Sealed Open Tender is invited to power Hotel booking engine for domestic as well as International hotels as per the
terms and conditions mentioned in the Tender Document for a period of two years, which may be extended by
another two years on satisfactory performance of work, at sole discretion of IRCTC, on mutually acceptable terms &
conditions.
The sealed tender complete in all respect addressed to Group General Manager[ITS], Indian Railway Catering and
Tourism Corporation Ltd. Ist Floor, Internet ticketing Centre, State entry Road, NDLS Station, (Paharganj side),
Connaught Place, New Delhi Phone – 011-23747134-05 must be submitted before the Bid Due Date.
Tender document containing detailed guidelines is enclosed. Parties should read the document carefully before
submitting their offers.
IRCTC reserves the right to reject any/ all bids without assigning any reason and shall not be bound to accept lowest
offer.
For Indian Railway Catering and Tourism Corporation Limited
(Davender Singh)
Group General Manager [ITS]

4. INSTRUCTIONS TO THE BIDDERS
4.1 The Tender is not transferable.
4.2 The intending bidders are advised to study the document carefully and acquaint themselves with the
conditions therein as they shall govern the operations and shall form an integral part thereof.
4.3 The Tender document may be taken from Indian Railway Catering and Tourism Corporation Ltd Ist
Floor, Internet ticketing Centre, State entry Road, NDLS Station, (Paharganj side), Connaught Place,
New Delhi Phone – 011-23747134-05 from [17 th Aug’2012] to [06 Sep’2012] between 10a.m. and
4p.m. on any working day (excluding Saturday and Sunday). Alternatively, Bidders may also
download the tender document from the IRCTC’s website (http://www.irctc.co.in).
4.4 The Tender shall be accompanied by a Demand Draft of Rs. 2,00,000/- [ Rupees Two Lakh only] as
Earnest Money Deposit[EMD] drawn in favour of “IRCTC Ltd” payable at “New Delhi”[ Original
receipt in case Tender documents purchased from IRCTC]. Bids received without the draft/ receipt
will be summarily rejected.
4.5 The EMD is liable to be forfeited if the bidder withdraws or amends impairs or derogates from the
tender in any respect within the period of validity of his offer.
4.6 The EMD of unsuccessful bidders shall be returned without any interest within 90 days after
finalization of tender.
4.7 In case of successful bidder also, the EMD would be returned without interest on written request to
that effect and on proof of furnishing the requisite Security Deposit as mentioned hereinafter.
4.8 All the tender papers submitted along with the Bid' should be serially numbered on the top right
hand corner of every page of the Tender Document. Each page of tender document should be signed by
the tenderer.
4.9 The name of the applicant and address should be mentioned on the reverse of the respective DD/
Banker's Cheque, attached as EMD.
4.10 The tender document consisting of [ 21 ] Pages in all should be duly signed and stamped by the
authorized signatory of the applicant.
4.11 At any time prior to the bid submission date, IRCTC may, for any reason, whether at its own initiative
or in response to clarifications requested by a bidder, modify the bid document through the issuance of
Addendum. This will be sent in writing to all the bidders and shall be binding upon them. In order to
give the bidders reasonable time where an Addendum is issued, or for any other reason, IRCTC may,
at its discretion, extend the bid submission date.
4.12 The bid shall remain valid for a period not less than one hundred and twenty (120) days from the date
of opening of tender (Offer Validity Period). Validity of bid may be extended for a specified
additional period. Offers with validity less than 120 days shall be considered as non responsive and
shall be summarily rejected.
4.13 Late Bids: Any Bid received by IRCTC after the Bid Due Date and time, shall not be considered
under any circumstances. IRCTC shall not be responsible for postal delays/loss.
4.14 Any failure on the part of bidder to observe the prescribed procedure and any attempt to canvass for
the work shall render the bidder's bids liable for rejection.
4.15 IRCTC reserves the right to award contract to any successful bidder at its discretion and this will be
binding on bidders.
4.16 IRCTC may terminate the Contract if it is found that the bidder is black listed by any of the
Government Departments / Institutions / Local Bodies / Municipalities / Public Sector Undertaking
etc.
4.17 IRCTC reserves the right to reject any / all bids including the highest bid or withdraw the the tender at
any stage without assigning any reasons. Nothing contained herein shall confer right upon a bidder or
any obligation upon IRCTC.
4.18 Tender Evaluation:

a. The suitability of the tenderer shall be evaluated based on the verification of the document
submitted by tenderer with the eligibility conditions.
b. The successful bidder would be selected on the basis of highest commercial bid i.e.
MAXIMUM TECH SUPPORT BONUS which are found suitable tenderer as per clause `a’
c. During tender evaluation, IRCTC may, at its discretion, ask the Bidder for a clarification of
its tender. The request for clarification and response shall be in writing, and no change in
the price or substance of the tender shall be permitted in response.
d. The tenders received will be evaluated by IRCTC to ascertain the highest acceptable tender
in the interest of IRCTC, as specified in the specification and tender documents.
e. Minimum reserve price for the Tech Support bonus is Rs. 40 lakhs only.
4.19 After determining the successful bidder, IRCTC shall issue a Letter of Award (LOA). The successful
bidder shall submit letter of acceptance along with requisite Security Deposit specified hereinafter
within the period as specified by IRCTC.
4.20 Successful parties would be given fifteen (15) days time, from the date of issue of the letter of award
of contract, for payment of the Tech Support Bonus in full and to convey his acceptance of award of
contract. In case bidder fails to accept the offer of award of contract, his EMD shall be forfeited and
the Firm shall be debarred from participating in the future tender of IRCTC for a period of one year or
more as will be decided by the Corporation.
4.21 Prior to the submission of bid, the bidder is required to make a complete and careful examination of
a) The requirements and other information set forth in this bid document.
b) The terms and conditions set forth in the Tender Document.
c) The various aspects of the project including, but not limited to the matters that might affect the
bidder’s performance under the terms of this bid, including all risks, costs, liabilities and
contingencies associated with the project.
4.22 IRCTC shall not be liable for any mistake or error or neglect by the bidder in respect of the above.
4.23 No bid shall be modified or withdrawn by the bidder after the bid submission date. Withdrawal of a
bid during the interval between bid submission date and expiration of the bid validity period would
result in forfeiture of the EMD.
4.24 If it is discovered at any point of time that the bidder has suppressed any fact or given a false statement
or has done misrepresentation or fraud or has violated any of the terms of this bid, the bid will be
cancelled by the IRCTC. In such an event, the bidder will not be entitled to any compensation
whatsoever, or refund of any other amount paid by him.
4.25 The cost of preparing the bid document including visits to the office of IRCTC as well as site visits is
not reimbursable.
5.1 Technical Criteria & Financial Criteria:
5. ELIGIBILITY CRITERIA
5.1.1 The bidder can be an individual or proprietorship or partnership firm or private limited company
or a public limited company registered/incorporated under the provisions of Indian Companies
Act 1956. ( Registration Certificate to be submitted)

5.1.2 The bidder should have a Minimum Annual Turnover (Gross transaction Value) of Rs. 5 crore, in
last three completed financial years from Hotel business [ The bidder is to submit certificate from
their auditors in this regard).
5.1.3 The bidder should submit audited Profit & Loss statement and balance sheet as on duly certified
by CA for the last three years. They are also required to submit copy of last three years Income
Tax return.
5.1.4 Should have a minimum net worth of Rs 5 crore as per latest audited balance sheet. This should
be issued by Chartered Accountant for the current financial year.
5.1.5 Should submit solvency certificate issued by scheduled commercial bank not older than one year.
5.1.6 Copy of valid VAT/Sales tax and service Tax registration certificate.
5.1.7 The bidder should have previous successful experience in supplying the hotel content via web
services (XML API). The bidder must have implemented a minimum of one projects (live &
working in B2C environment) of online hotel content supply to other websites. The web addresses
of the same shall be indicated and print screens of the same may be attached in support thereof.
The Process flow of the proposed content supply should be indicated.
5.1.8 Quality and Breadth of Hotel Inventory:
• Bidder should have an online inventory of minimum of 1000 hotels on as their own contracted
hotels.
• In terms of the breadth of the inventory, bidder should have hotels available in minimum of
100 cities.
• Inventory should cover all category hotels ( Budget hotels to five star)
• Details of sub-contracting, if any, for sourcing of inventory, should be furnished
• Write up on creating and maintaining of hotel content should be furnished.
• The bidder must have online bookable inventory of at least 5 different hotel properties below
Rs 1200/- price range in each of the cities listed below (Please provide a list of hotels) -
Delhi Chennai Goa Mumbai Bangalore Agra
Ooty Tirupati Kolkata Jaipur Hyderabad Mysore
Shimla Shirdi Kodaikanal Manali Amritsar Chandigarh
5.1.9 The applicant should submit complete set of documents in support of Eligibility Criterion
mentioned in the tender document.
6. SCOPE OF WORK
6.1 The successful bidder is required to supply domestic & international hotel content via XML/API (web
services) or white label format. The scope of work is as follows -
a) Fulfillment Support: Bidder is supposed to provide all the fulfillment of the hotel bookings done. In
order to ascertain the capability of the bidder details on the following pre-requisites must be provided
-
Number of in-house operation and sales staff for managing hotel booking must be more than 50,

Complete process flow chart for hotel fulfillment should be indicated,
Complete process of how the sales and bookings would be conducted, should be explained,
Extra charges, upgrades in case of book outs,
Write up on Inventory management and Booking fulfillment,
Handling of post sales queries,
Explain Refund process
b) Call Centre Support (both pre sales & post sales): Bidder is required to confirm that it will provide
IRCTC branded support (white label) to the users, the inbound fulfillment support both on e-mails
and phones through a dedicated Toll-Free telephone number (inclusive of all logistic costs related to
it). IRCTC would only provide the support for the payment related issues or escalations.
c) Other Synergies: The bidder should be willing to enter into other mutually beneficial possibilities like
powering the hotel content for IRCTC tour packages (Group tours) across India and selling of IRCTC
tour packages on commission basis.
d) Technical Support in API integration: Bidder is required to provide Tech support for integration of
XML/API’s and other related support required by IRCTC if any, as & when. Write up on the
capabilities of the bidder in this regard should be furnished.
Special Conditions of the Contract -
a) Price Parity and Discounting Flexibility: That IRCTC would be provided price parity with
front end B2C channel of the content provider i.e. Customer websites. It will also allow IRCTC
the flexibility of discounting, under pricing or over pricing the rates, permitting the IRCTC to
offer discounts on hotel bookings e.g. vouchers to be redeemed against tickets. The bidder should
be willing to build this logic in the business rule engine on our site. However IRCTC shall not be
eligible for any promotions, cash back offers, discounts or any other promotion offers made
available on the front end of the Bidder Website.
b) IRCTC hereby undertakes that it will solely and exclusively use the hotel content of the Bidder
during the tenure of the tender. The exceptions if any permitted under this tender shall be as
follows –
i. The properties and content that have been contracted and acquired by IRCTC (e.g. Ginger Hotel /
Rail Yatri niwas). and displayed on the www.railtourismindia.com
ii. The Properties fully or partially owned by public sector (state & central govt) where IRCTC’s
online hotel offering makes an automatic choice for the public good.
c) The information provided by the Bidder on all the IRCTC Website pages must be reasonably
complete and accurate. IRCTC reserves the right at all times to disclose any information as
IRCTC deems necessary to satisfy any applicable law, regulation, legal process, or Government
request after informing the Bidder of the same
d) IRCTC would allow the user to book the Hotel as per the normal & agreed flow with the Bidder,
and give the identity details of user who have booked to the Bidder’s system. And IRCTC would
issue a voucher to its users on its own stationery as e-voucher. This receipt should be preserved

y the customer to claim the accommodation or refund from IRCTC
e) This booking voucher may carry a confirmation number as agreed with Bidder. It would be
obligatory on the part of the Bidder to make sure the voucher is honored at all Hotel locations. It
would also be obligatory on Bidder to extend similar procedure, terms & conditions and rules on
all IRCTC Hotel customers, as bidder would follow with its customers, on its website.
f) Payment by the user to IRCTC for booking Hotels on line will be made online/offline, by Credit
Card, Direct Debit using Internet Banking and Cash Card options or Rolling Deposit Scheme
(where applicable/ offered) for such payments.
g) The Bidder would be liable to bear all the extra charges & upgrades in case of book outs of the
IRCTC customer. If any customer of the service finally sold by the Bidder institutes any
proceedings against IRCTC, the concerned Bidder would be liable to make good all the losses
incurred to IRCTC as a result of those proceedings, including the cost of defending the
proceedings.
h) IRCTC functions as an agent for Bidder and Refunds are made by IRCTC and credited to the
account of the user by IRCTC as per the cancellation conditions mutually agreed between Bidder
& IRCTC. IRCTC will settle the refund amount to user directly and settle the accounts with
Bidder on monthly basis.
i) Wherever booking cannot be cancelled online IRCTC would advise the Bidder at an email
address advised by Bidder.
j) The Bidder is duty bound to refund the cancellation amount to the IRCTC as per the agreed terms.
IRCTC would adjust the cancellation amount with the previous dues on monthly reconciliation.
k) If the Bidder fails to comply with the terms & conditions of the agreement, IRCTC shall follow
an escalation matrix as per the SLA in the Annexure C (Provided by Bidder). This is without
prejudice to any other action that IRCTC may take.
l) If the Customer of the hotel services makes any claims of any nature against IRCTC for services
agreed and extended by Bidder, then the Bidder hereby agrees to deal with the claims and settle it.
m) As corporate entities the Bidder shall not be eligible for cross selling of any of its products while
interacting with any customers which have been introduced by IRCTC. Cross selling would be
defined as Bidder’s attempt to solicit business from the customer of IRCTC in any manner.
7. TERMS AND CONDITIONS OF TENDER
7.1 The Bidders are required to submit the Bids completed in all respect in terms of the instructions specified in
the Tender Document along with all Annexure before the specified Bid Due date.
7.2 The Bidders should satisfy the eligibility criteria mentioned in the Tender Document and submit all the
supporting documents duly signed and stamped by the Authorized signatory on all pages including the Tender
Document.
7.3 SECURITY DEPOSIT
i) The successful bidder shall deposit Security Deposit of Rs 4,00,000/- (Four Lakh only) in the form of
Demand draft drawn on any scheduled bank in favor of “Indian Railway Catering & Tourism
Corporation” payable at New Delhi within a period of 10 days from the date of issue of “Letter of Award”
along with acceptance letter.

ii)
On successful completion of contract period, Security Deposit shall be refunded/returned to the bidder
after deduction of any loss or damage which IRCTC may have suffered due non compliance of terms and
conditions and or loss damages due to delay/negligence on the part of bidder.
7.4 In the event of failure to execute the work within reasonable time period, IRCTC reserves the right to debar
the bidder for period of one year depending on the extent of failure.
7.5 IRCTC reserves the right to inspect establishments of the selected party.
7.6 The Bidder shall not sublet or assign the contract or appoint any sub – contractor to carry out any obligation
under the contract in any manner.
7.7 The Bidder shall indemnify / compensate IRCTC fully in respect of losses / damages / claims / demands if any
occurred due to negligence of the bidder. The loss / damage so occurred will be assessed, calculated and levied
after investigation / inquiry by authorized representatives of IRCTC.
7.8 COMPLIANCE WITH OTHER ACTS: The Bidder shall be solely responsible for compliance with all labour
laws which shall include all liabilities of the Provident Fund Act, ESI Act, Workmen’s Compensation Act,
Minimum Wages Act and other Labour Welfare Act in respect of its personnel.
7.9 The Bidder shall indemnify IRCTC against any loss, damage or liabilities arising as a result of any action of
omission or commission on Bidder part or on part of Bidder personnel or in respect of non observance of any
statutory requirement or legal dues or any nature.
7.10 CONDITIONS GOVERNING THE PERFORMANCE OF THE CONTRACT
7.10.1 Any notice to be served on Bidder shall be deemed to be sufficiently served if delivered at or
sent by registered post addressed to the Bidder at their registered office or last known place of
business. Any notice to be served by the Bidder to IRCTC shall be deemed to be sufficiently
served if, left at the office/sent by registered post/courier addressed to GGM/ITS, IRCTC at,
Ist Floor, Internet ticketing Centre, State entry Road, NDLS Station, (Paharganj side),
Connaught Place, New Delhi – 110001.
7.10.2 All notices to be given on behalf of IRCTC and all other actions to be taken by IRCTC may
be given or taken on behalf of IRCTC by GGM/ITS or any other officers for the time being
entrusted with such functions, duties and powers by IRCTC.
7.11 FINANCIAL AND COMMERCIAL TERMS:
7.11.1 Reserve Price for Tech Support Bonus: Minimum reserve price for Tech Support bonus has
been fixed at Rs. 40 lacs only.
7.11.2 The bidder is required to pay non slab wise figure as stated hereunder during the currency of
the contract:
7.11.2.1.1 13% commission on the gross amount collected for all domestic hotel
bookings done through IRCTC and
7.11.2.1.2 10% commission on the gross amount collected for all International hotel
bookings done through IRCTC

Note: The Commission will only accrue for consumed bookings made through the Bidder on the IRCTC
Website. The Commission would not be applicable on the cancelled bookings or cancellation charges, except
the scenario where zero refund is applicable on the booking. The partial cancellation would be commissionable
on a pro-rated manner.
7.12 PAYMENT :
7.12.1 IRCTC would collect all the payments on its Payment gateway. IRCTC would do a
reconciliation of the accounts and payments collected with Bidder on a monthly basis and
remit within 15 days of receiving of the invoice by IRCTC (on the following month).
7.12.2 Tax at source will be deducted as per the Income Tax Rules, applicable from time to time.
7.13 IRCTC reserves the right to amend this Tender or its terms and any information contained herein or to cancel the
Bidding Process at any time by notice, in writing, to the Bidders. Further, it may in no event be assumed that
there shall be no deviation or change in any of the herein-mentioned information.
7.14 IRCTC reserves the right to change the basis of or the procedures (including the timetable) relating to the
Bidding Process, reject any, or all, of the Bids, not to invite Bidders to proceed further, not furnish Bidders with
any additional information nor otherwise to negotiate with Bidders in respect of the Project at any time.
7.15 Tenure of Contract: The tenure of contract shall be for a period of two years from the date of the issue of Letter
of Award and may be extended for another term of two years on satisfactory performance of work at sole
discretion of IRCTC on mutually acceptable terms & conditions and in that eventuality; the bidder is required to
pay same amount of Tech Support Bonus for the extended period.
7.16 Termination of Contract:
7.16.1 IRCTC reserves the right to terminate the contract without any cause by refunding Tech
support bonus on pro-rata basis (for calendar months remaining).
7.16.2 In case of serious or repeated defaults by the bidder, IRCTC shall give a show cause notice of
two week seeking explanation of the bidder. The reply if any will be considered by the
competent authority (GGM/ITS) who shall be competent to terminate the contract for the
default of the bidder and in that eventuality, the entire remaining amount of Tech Support
bonus along with the security deposit would be forfeited. The decision of IRCTC shall be final
in this regard.
7.16.3 In case, the contract is terminated by the bidder, the entire remaining amount of Tech Support
bonus along with the security deposit stands forfeited.
7.17 EVENTS OF DEFAULT AND TERMINATION OF CONTRACT:
Any of the following events shall constitute Event of Default by the bidder:
I. Inordinate delay in fixing acknowledged errors.
II.
III.
IV.
Consistent problems on the content.
Repeated customer complaints.
Non resolution/repeated delays in resolution of the customer complaints.
V. Delayed Refunds.
VI.
VII.
VIII.
Incorrect commercial statements.
Wrong MIS reporting.
Usage of IRCTC hotel booking data for any other commercial usage other than servicing the booking.

IX.
The Bidder being an individual or, if a firm, any partner in the Bidder being at any time be adjudged
insolvent or a receiving order or order for administration of his estate made against him or shall take
any proceeding for liquidation or composition under any insolvency Act for the time being in force or
make any conveyance or assignment of his interest or enter into any agreement or composition with
his creditors for suspended payment, or if the firm be dissolved under the partnership Act or, in the
event of Bidder being a company, if the company shall pass any resolution to be wound up either
compulsorily or voluntarily.
X. The bidder has unlawfully repudiated or has otherwise expressed an intention not to be bound by the
terms and conditions of the tender document and or award of contract.
XI.
XII.
XIII.
The Bidder being convicted by a court of law under the provisions of criminal procedure code or any
other law
Any other act which is against the interest of IRCTC.
Non compliance of any of the clauses of the “Annexure for Service Quality”.
7.18 Till the formal agreement is executed between the parties, the award letter and bid document shall govern the
terms and condition of the contract and binding on both parties.
7.19 ARBITRATION:
In the event of any question, dispute or difference arising under any of these conditions or in connection with
this contract (except as to any matters the decision of which is specially provided by these or the special
conditions) the same will be resolved by Arbitration as per the provisions of ‘The Arbitration and Conciliations
Act – 1996 ‘. The event shall be referred to the sole arbitration of an Officer of the IRCTC to be the arbitrator,
nominated by Group General Manager (ITS), IRCTC to be appointed as arbitrator however will not be one of
those who have had one opportunity to deal with the matters to which the contract relates or who in the course
of their duties have expressed views on all or any of the matters under dispute of difference. The award of
arbitrator shall be final and binding on the parties to this contract. The venue of the Arbitration shall be at New
Delhi. The Arbitration Fee shall be shared between the Bidder and IRCTC equally.
7.20 Jurisdiction of courts:
The Courts of jurisdiction shall be New Delhi only.
7.21 Force Majeure : In the event of any unforeseen events or conditions not reasonably within the control of
affected party during the currency of agreement which includes but not limited to Fire, Flood, Typhoon,
Earthquake, explosion, war(declared or undeclared) acts of terrorism sabotage, embargoes, blockage acts of
Government Authorities, riots or any other cause beyond the control of the parties, the Contractor shall
immediately from the commencement thereof notify the same in writing to IRCTC with reasonable evidence
thereof. In that eventuality the parties are not liable for any loss or damage to other party.
In the force majeure conditions as mentioned above remained enforce for a period of 30 days of more, IRCTC
will have option to terminate the Letter of Award. In case of such Termination, no damage shall be claimed by
either party against the other.
7.22 Complaint Redressal Mechanism – The bidder shall attend to the complaints if any promptly and shall devise a
system whereby such complaints, when brought to the notice of bidder, will be attended promptly by him or
his employees. A database may be prepared for this purpose.

Annexure for Service Quality
Default
1. Check in related
issues
Resolution
The Bidder fulfillment team shall offer the following remedies to IRCTC Customers in
case of issues with checking in and / or booking confirmation details, as the IRCTC
customer support team does not speak to the hotel at any point, that are a direct result of
unavailability of bookings that have been confirmed to Bidder. In addition to any one of
a, b or c below; Bidder shall also fulfill the conditions mentioned (last option) on a
reasonable endeavor basis.
a. Make the original hotel available. (If possible).
b. Upgrade to a higher category room type at no extra cost to the IRCTC and/or the
Customer. (E.g: Standard room -> Deluxe room) in the same hotel if available.
c. Change to a similar category hotel after seeking the customer’s consent at no extra
cost to IRCTC and/or the customer in a hotel other than the original hotel confirmed
to the Customer
d. Upgrade to a higher category hotel on seeking the customer’s consent at no extra
cost to IRCTC and/or the customer.
If the customer does not wish to take any of the above choices, a 100% refund will
have to be made to the customer in good faith in three working days ; only as long as
the service is not utilized. The Bidder will not invoice IRCTC for the said booking.
e. Claims if any, to be borne by the bidder.
2. Connector Downtime a. Bidder shall inform IRCTC of its planned downtime by giving them a written notice
of 02 working days. The total down time shall not exceed 1% a month (the bidder
would ensure minimum 99% uptime).
b. In case of unplanned downtimes beyond the control of the Bidder shall on a
reasonable endeavor basis resolve the same with highest priority
3. Pricing and Nonavailability
Bidder shall ensure that a minimum of 1000 hotels in 50 cities are made available to
IRCTC at all times.
4. Legal expense The bidder agrees to defend, indemnify and hold harmless IRCTC and their respective
directors, officers & employees against any and all claims, actions, damages, expenses,
costs including legal costs arising out as a result of negligence or breach of contract or
other wrongful act by the bidder or its associate hotel or service provider or breach of
any obligation set out in the agreement.
***

Annexure – I
OFFER FORM –BID FOR HOTEL CONTENT PART - A
To,
GGM/IT
Indian Railway Catering and Tourism Corporation Limited,
1 st Floor, Internet Ticketing Centre,
State entry Road, NDLS Station, (Paharganj side),
Connaught Place, New Delhi-110055.
Sir,
Ref: Tender No. IRCTC/ERTD/TOURISM/HOTEL CONTENT/2012/APR.
1. I/We hereby offer our bid for providing Hotel content as per the criteria and instruction to tenderers
mentioned in the tender document at the rates as indicated in the Tender Schedule enclosed.
2. I/We hereby enclose Demand Draft in favor of Indian Railway Catering and Tourism Corporation
Limited bearing No…………drawn on. …………dated……. for Rs …………..as Earnest Money Deposit.
3. I/We hereby offer an amount of ………………(in words…………………….) as Tech integration
bonus to IRCTC at the beginning of the contract. This amount is on and above the 15% commission for
domestic hotels & 11% commission for the international hotels.
4. I/We hereby understand that submission of offer/bids does guarantee award of the contract. I/We
hereby understand that in case of any information submitted by me/us, being found to be incorrect, IRCTC
will have right to summarily reject the bid without assigning any reasons whatsoever.
5. In case of acceptance of bid by IRCTC, I/We bind myself/ourselves to execute the contract
agreement awarded to me/us as per the conditions of the tender failing which, I/we shall have no objection to
the forfeiture of full security deposit, deposited by us in IRCTC, New Delhi.
6. IRCTC its officers are hereby authorized to conduct any inquiries or investigations or seek
clarifications of verify any statements, documents and information submitted in connection with the bid.
7. I/We agree to keep our offer valid for 120 days from date of opening. I/We do hereby confirm that
I/We have the necessary authority and approvals to submit the bid for the award for the contract for
powering the hotel contract on IRCTC websites for domestic & international hotels.
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

Annexure – II-A
Details of in-house operation and sales staff for managing hotel booking
Tenderer Name________________________
Address______________________________
____________________________________
Sl. No. Detail of in house operation Year for which work done Sales staff appointed
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

Annexure – II-B
Experience in supplying the hotel content via web services
Tenderer Name________________________
Address______________________________
____________________________________
Sl. No.
Detail of online project of hotel
content supply to other websites (at
least Two)
Whether print screen
attached
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

Annexure – II-C
Particulars of offices/Branches (including Foreign Branches, if any)
Tenderer Name________________________
Address______________________________
____________________________________
Sl.
State at which
Complete Address with PIN
Name of the in-
Date of
No.
located
Code & Telephone No.
charge of the
opening of
office/branch
the branch
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

Annexure – II-D
Details of the court cases/ arbitration cases/ or any other cases
Tenderer Name________________________
Address______________________________
____________________________________
Sl.
Case Detail
Pending in which
Name of the bidder
Date from which
No.
jurisdiction
case is pending
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

Annexure – II-E
Details of the hotels in the specific cities & price range
Tenderer Name________________________
Address______________________________
____________________________________
With in India
Sl.
Hotel Name
Cities at which located
Price Range
No.
(As specified in point 5(e) of
Instructions to tenderers.
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

FINANCIAL BID
Annexure – III
(to be submitted on the bidder’s letter head)
To,
GGM/IT
Indian Railway Catering and Tourism Corporation Limited,
1 st Floor, Internet Ticketing Centre,
State entry Road, NDLS Station, (Paharganj side),
Connaught Place, New Delhi-110055.
Ref: Tender No. IRCTC/ERTD/TOURISM/HOTEL CONTENT/2012/APR.
Sub: Submission of financial bid for powering IRCTC sites for domestic & international hotels content.
Particulars
TO BE FILLED BY THE TENDERER
Figures (in Rs.)
Words (In Rs.)
One time Tech Support Bonus
Minimum fixed reserve price – Rs.
40 Lakh
1. I/We accept the terms & conditions, which have been clearly understood by me/us.
2. I/We understand that IRCTC reserves its right to reject, accept or consider any offer without assigning any
reason.
3. In case of discrepancy in the amount quoted in words and figures, the amount quoted in words shall be
considered as final.
Signature of the Authorized person:
Name of the Authorized Person :
Designation :
Official Address :
Telephone No. :

LIST OF DOCUMENTS ATTACHED
Annexure – IV
Tenderer Name________________________
Address______________________________
____________________________________
Nature of Document
Document attached
Yes No Page No.
1. A copy of Registration certificate/partnership deed of
Company/firm containing inter alia, the details of
shareholders/partners as on 1st April 2012.
2. Copies of acknowledgement of Income Tax return in
respect of the company/firm for last three years &
PAN card copy.
3. A copies of the financial statement (Balance Sheet,
Profit & Loss account along with schedules) for last
three years.
4. Information regarding the in-house operations of the
company/firm in Annexure III-A.
5. Information regarding the experience of the
company/firm in Annexure III-B.
6. Write up on the capabilities of the bidder in
developing the booking engine.
7. Write up on the inventory management and booking
fulfillment.
8. Details of offices/Branches across India in Annexure
III-C.
9. Details of the court cases/ arbitration cases/ or any
other cases pending against the Company/firm in
Annexure III-D.
10. Network connected with hotels in different parts of
India as well as abroad in Annexure III-E.
11. Demand Draft/Pay Order attached as EMD
12. Offer form for Technical and Financial Bids in
Annexure-I & II.
13. Certificate of Annual turnover received from the
Auditors.

14. Financial Bid in the format prescribed as per
Annexure-IV in separate packet
15. Net Worth certificate issued by certified chartered
accountant for the current financial year.
16. Solvency certificate issued by scheduled commercial
bank not older than one year.
17. Copy of valid VAT/Sales tax and service tax
registration certificate.
NOTE: ALL THE ABOVE DOCUMENTS SHOULD BE SIGNED, CERTIFIED, PAGE
NUMBERED AND PROPERLY TAGGED. THIS OFFICE OWNS NO RESPONSIBILITY FOR
THE LOSS OF ANY DOCUMENTS WHICH ARE NOT PROPERLY TAGGED ALONGWITH
THE APPLICATION OR DOCUMENTS SENT SUBSEQUENTLY IN PIECEMEAL.