CWTSato Travel (47QMCB24Q0009)

B-423181.2,B-423181.3,B-423181.4 Dec 19, 2025 Jump To FULL REPORT VIEW DECISION RELATED PAGES GAO CONTACTS Highlights CW Government Travel, Inc., doing business as CWTSato Travel, of Arlington, Virginia, protests the issuance of a Federal Supply Schedule (FSS) order to Omega World Travel, Inc., of Fairfax, Virginia, under request for quotations (RFQ) No. 47QMCB24Q0009, issued by the General Services Administration (GSA) for commercial travel management contractor (TMC) services for the United States Marine Corps at locations worldwide. CWTSato argues that GSA misevaluated quotations and made an unreasonable source selection decision. We deny the protest. View Decision DOCUMENT FOR PUBLIC RELEASE The decision issued on the date below was subject to a GAO Protective Order. This redacted version has been approved for public release. Decision Matter of: CWTSatoTravel File: B-423181.2; B-423181.3; B-423181.4 Date: December 19, 2025 Lars E. Anderson, Esq., and Charlotte R. Rosen, Esq., Odin, Feldman & Pittleman P.C., for the protester. Briana L. White, Esq., and Jeremiah Strack, Esq., General Services Administration, for the agency. Paul N. Wengert, Esq., and Tania Calhoun, Esq., Office of the General Counsel, GAO, participated in the preparation of the decision. DIGEST Protest that agency misevaluated quotations for Federal Supply Schedule order and made an unreasonable source selection decision is denied where evaluation was reasonable and consistent with solicitation criteria and applicable laws and regulations, and the selection of the successful vendor's higher-priced quotation based on its better past performance record was consistent with the solicitation's selection criteria. DECISION CW Government Travel, Inc., doing business as CWTSato Travel, of Arlington, Virginia, protests the issuance of a Federal Supply Schedule (FSS) order to Omega World Travel, Inc., of Fairfax, Virginia, under request for quotations (RFQ) No. 47QMCB24Q0009, issued by the General Services Administration (GSA) for commercial travel management contractor (TMC) services for the United States Marine Corps at locations worldwide. CWTSato argues that GSA misevaluated quotations and made an unreasonable source selection decision. We deny the protest. BACKGROUND GSA issued the RFQ on August 19, 2024, to vendors holding FSS contracts that included special item No. 561510, known as the travel agent schedule. Contracting Officer's Statement (COS) at 2; Protest at 4. The procurement was to use the procedures in Federal Acquisition Regulation (FAR) subpart 8.4 to issue an order to the vendor whose quotation provided the best value to the government based on an evaluation of each quotation under five factors, described further below. The RFQ's performance work statement (PWS) described the requirement for a vendor to provide on-site travel advisor services at specified Marine Corps locations in the United States and overseas during business hours, plus customer service 24 hours a day, seven days a week and 365 days a year (24/7/365) available by phone, encrypted email, and fax. Agency Report (AR), Tab 1, Original RFQ, attach. 8, at 40 (marked as “exhibit 1”).[1] Among numerous requirements, the RFQ specified service level agreements (SLA) for timely connecting telephone calls to an agent. The SLAs required a monthly service level of 70 percent of total calls offered that are assisted by an agent within 30 seconds, and for the remainder to be connected to an agent within 60 seconds. Id. at 40‑41. Vendors were provided historical workload data for multiple years for each location where the vendor was required to operate an on-site office for in-person assistance. Id. at 310-332. The data organized the volume of transactions into several categories, such as domestic air/rail tickets versus international air/rail tickets; transactions processed using the Department of Defense (DOD) online booking tool versus those made with agent assistance; transactions for car/hotel only versus car/hotel with air/rail ticketing; military working dog travel transactions; and refunded/exchanged/voided transactions. Id. Vendors were instructed to organize their quotations into four files: administrative, technical, non-technical, and pricing. AR, Tab 10, RFQ amend. 4 at 168. The technical file was to be arranged as eight documents, including, as relevant, a technical quote, a transition plan, a quality control plan, a key personnel plan, and a personnel workforce plan. Id. at 169-171. The technical quote document was to provide a description of the firm's experience and knowledge as a TMC and its “industry knowledge, experience, ability, and expertise” for making both contractor-assisted travel arrangements and arrangements made using an online booking tool. Id. at 169.