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Arrange tailor-made travel itineraries

URN: PPLTT20
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 2021

Overview

This standard is about arranging travel itineraries for customers. With the increasing choice for customers and demand for personalised travel arrangements, whether on business or for leisure travel, opportunities are growing for agencies to tailor components to suit individual needs. Whilst customers may be able to purchase individual travel products for themselves (often on-line), a growing number of customers prefer to save time and reduce risk by using the services of an experienced agent to select components from a variety of suppliers, and arrange them into a well-planned package. An important part of that process which offers real value for customers is the preparation of an itinerary for travellers, time-tabling and describing each stage.

This standard is for those involved in arranging tailor-made travel itineraries for customers.

When you have completed this standard, you will be able to demonstrate your knowledge of and ability to:
• Arrange tailor-made travel itineraries

Performance criteria

You must be able to:

1. Establish and maintain customer contact 2. Identify and confirm customers’ wants, needs and preferences, including any specific or special requirements for their tailor-made travel itinerary 3. Research and select components from a range of suppliers according to your organisational procedures 4. Explain a range of suitable components and arrangements to customers, and manage their expectations 5. Draft tailor-made travel itineraries based on the information you have researched 6. Present draft tailor-made itineraries and prices to the customer in line with organisational procedures 7. Discuss and agree the tailor-made itinerary with the customer 8. Confirm price, availability and detail of final agreed tailor-made itinerary with the customers to close the sale 9. Record, process and store customer information and details of the itinerary in accordance with the organisation's procedures and current legal requirements

Knowledge and Understanding

You need to know and understand:

1. How to establish and maintain positive relationships with customers 2. The verbal and non-verbal communication techniques to use when arranging tailor-made travel itineraries, and how to adapt them to match the needs and preferences of customers 3. Basic travel geography and the location of key domestic and international destinations 4. Where to find information on potential components and arrangements for tailor-made travel itineraries 5. Your organisation’s preferred suppliers of travel and tourism products and services 6. How a range of travel and tourism products and services can be combined to match the needs of customers, and what constitutes a ‘package’ 7. The value of Air Travel Organisers' Licensing (ATOL) and the protection ATOL offers customers 8. 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 9. The characteristics of a successful tailor-made travel itinerary 10. The benefits and limitations of different itinerary formats 11. Your organisation’s procedures for checking the availability and price of components for tailor-made travel itineraries 12. Your organisation’s procedures and current legal requirements for collecting, recording and storing customers' information

Scope/range

Customer contact includes:

a) Face-to-face
b) Telephone
c) Electronic

Customers’ wants, needs and preferences includes:

a) Timing
b) Travel
c) Accommodation
d) Sustainability
e) Accessibility
f) Cultural
g) Additional services

Where to find information includes:

a) Sources of information within your organisation
b) Sources of expert advice within your organisation
c) Sources of external information

Recorded, processed and stored includes:

a) Manually
b) Electronically

Customer information includes:

a) Customers' contact details
b) Product enquiries
c) Relevant interests

Components include:

a) Travel
b) Transfer
c) Accommodation
d) Experiences
e) From a single supplier
f) From multiple suppliers

Scope Performance

Scope Knowledge

Values

Behaviours

1. Demonstrate a clear understanding of different customers and their real and perceived needs 2. Establish communication and productive relationships with customers 3. Promote a positive image of yourself and your company to the customers 4. Use knowledge and awareness of travel geography and component types to establish the confidence of customers 5. Establish and maintain good relationships with suppliers of travel and tourism components 6. Use cost effective, time-efficient means to gather information on components of the proposed itinerary from printed, electronic and on-line sources 7. Gather, record and update information effectively  8. Monitor the validity and reliability of information to feed into customers' profiles 9. Seek advice and information from colleagues as necessary 10. Reflect regularly on your own and others' experiences and use these to inform future action

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

PPLTT20

Relevant Occupations

Bookings or Reservations Administrator, Business Travel Consultant, Customer Service Adviser, Leisure and Travel Service Occupations, Leisure Travel Consultant, Personal Service Occupations, Travel Adviser

SOC Code

6212

Keywords

arrange, tailor-made, travel, itineraries