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Select and book travel services for customers

URN: PPLTT19
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 2021

Overview

This standard is about selecting and booking a limited range of straightforward travel services at the request of customers who know exactly what they require. This involves confirming customers' requirements, carrying out the necessary administrative tasks to process the booking and issuing associated travel documentation.

The standard is for staff engaged in customer contact roles whether face-to-face or remote.

When you have completed this standard, you will have demonstrated your knowledge of and ability to:
• Select and book travel services for customers

Performance criteria

You must be able to:

1. Identify and confirm customers' requests for travel services, including any additional requirements they may have 2. Select the travel services and additional travel-related products and services which meet customers’ requirements 3. Calculate the total costs of the required travel services and additional travel-related products and services and present them to the customer in line with organisational procedures 4. Confirm the selected travel services and any additional travel-related products and services match the details agreed with your customers 5. Complete and process the booking following for the selected travel services and additional travel-related products and services according to your organisation's procedures and relevant legal and regulatory requirements 6. Use booking systems in line with organisational procedures 7. Record customers' information in line with organisational procedures and current data protection legislation 8. Process documentation after the booking is complete, following your organisation's and suppliers' procedures 9. Provide confirmation of the travel services and additional travel-related products and services booked to customers and suppliers 10. Issue copies of travel and other documentation to customers and suppliers within the timescale required and according to your organisation’s procedures 11. Confirm customers understand their travel arrangements 12. Update travel and additional travel-related products and services documentation as necessary 13. If identified, deal with discrepancies in line with organisational procedures 14. Handle and store booking information and documentation following your organisation's procedures and relevant legal requirements

Knowledge and Understanding

You need to know and understand:

1. Your organisation's procedures relating to the sale of travel services and the importance of following them 2. Your organisation’s preferred suppliers 3. Where to find information on the travel services and additional travel-related products and services and associated booking terms and conditions offered by your organisation 4. How a range of travel and additional services can be combined to match the needs of customers, and what constitutes a ‘package’ 5. The specific terminology, codes, legislation and regulations which are relevant to the range of travel and additional services offered by your organisation 6. Where to find information on relevant travel-related health and security precautions and what information to give customers 7. How to accurately cost travel, accommodation and additional travel-related products and services, and the importance of doing so 8. Your organisation’s procedures for presenting costs and information on booking conditions to customers 9. Relevant industry codes of practice and legislation regarding leisure or business travel responsibilities 10. The value of Air Travel Organisers' Licensing (ATOL) and the protection ATOL offers customers 11. The role and importance of the Civil Aviation Authority (CAA), European Aviation Safety Agency (EASA), International Air Transport Association (IATA), Association of Train Operating Companies (ATOC) and ABTA 12. The types of travel documentation that can be issued and completed, and the abbreviations and term used within them 13. The multi-channel methods of making documents available to customers 14. How to use current travel services booking systems and your organisation's and supplier’s procedure for processing and monitoring bookings 15. The types of customer information that must be recorded, the Data protection, legal requirements for recording storing and protection of customer details 16. The importance of accuracy in documentation and the consequences of booking errors or incorrect issue or processing of documents

Scope/range

Travel services includes:

a) Package holidays
b) Accommodation only
c) Ferry travel only
d) Flight only
e) Rail travel only


Additional requirements includes:

a) Dietary
b) Health
c) Mobility impairment
d) Visual impairment
e) Hearing impairment
f) Speech impediment
g) Learning difficulties
h) Pregnant
i) Travelling with assistance animals
j) Travelling with pushchairs


Additional travel-related products and services include:

a) Airport services and facilities
b) Car hire / rental
c) VIP lounges
d) Car parking
e) Transport to and from departure point
f) Accommodation
g) Insurance
h) Upgrades e.g. cabin, drinks, meal
i) Other transport
j) Meetings, incentives, conferences and exhibitions (MICE)
k) Passports
l) Visas
m) Airline extras
n) Foreign exchange
o) Pre-bookable excursions and tickets
p) Tour operators' extras
q) Ski packs
r) Sporting packages
s) Events


Customers include:

a) Individual
b) Organisation
c) Small group


Information includes:

a) Customer contact details
b) Product enquiries
c) Relevant interests


Documentation includes:

a) Pre-issued
b) On departure
c) E-tickets
d) Ticketless


Travel arrangements includes:

a) check in times
b) luggage allowance
c) security procedures
d) health and safety procedures
e) departure point

Scope Performance

Scope Knowledge

Values

Behaviours

1. Greet your customers in a prompt, friendly and confident way 2. Use suitable questioning techniques and listening skills and record the results 3. Question your customers on their travel requirements to identify their requirements 4. Take opportunities to offer additional services

Skills

Glossary

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT19

Relevant Occupations

Business Travel Consultant, Leisure and Travel Service Occupations, Leisure Travel Consultant, Personal Service Occupations

SOC Code

6212

Keywords

help, customers, choose, book, travel, services