Advise customers on the implications of information which impacts on their travel arrangements

URN: PPLTT55
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 2021

Overview

This standard is about advising customers on the implications of information which impacts on their travel arrangements. This involves monitoring information provided internally by your organisation from external sources such as Government Agencies and ABTA, checking the implications of the information received, and identifying those customers whose travel arrangements are likely to be affected by it. This also involves communicating the relevant information to customers in a which helps them make informed decisions about their travel arrangements.

This standard is for travel consultants and travel agents for both leisure and business / corporate travel.

When you have completed this standard, you will have demonstrated your understanding of and your ability to:
• Advise customers on the implications of information which impacts on their travel arrangements


Performance criteria

You must be able to:

1. Monitor the internal information received in line with organisational procedures 2. Check your understanding of the potential impact of information on customers’ travel arrangements with the person who is providing the internal information 3. Identify and prioritise actions according to the potential impact of the information on customers 4. Contact your customers in line with organisational procedures and the required timescales 5. Communicate the information and advice to customers in a way they can understand and which will support their decision making 6. Confirm the customers have understood the information and advice given and the implications for their travel arrangements, including any associated risks 7. If necessary, identify alternative travel arrangements in line with organisational procedures 8. Implement actions to support customers’ alternative travel arrangements

Knowledge and Understanding

You need to know and understand:

1. Your organisation’s procedures for monitoring internal information 2. The importance of checking your understanding of the implications of the information on customers’ travel arrangements with the person who is providing the internal information 3. How to identify and prioritise customers who are affected by the information received 4. Your organisation’s procedures and timescales for contacting affected customers, and the importance of following them 5. The actions to take if customers do not respond to attempts to contact them 6. How to communicate information to customers in a way they will understand and support their decision making 7. How to communicate in a way relevant to the impact of the information given 8. How to confirm that customers have understood the impact of the information given to them on their travel arrangements, including associated risks 9. How to identify alternative travel arrangements for customers and arrange them as necessary

Scope/range

Risks include:

  1. Health e.g. food poisoning outbreaks, viral outbreaks, pandemics
  2. Safety e.g. physical, well-being, natural disasters
  3. Security e.g. crime rate, terrorist attacks
  4. Financial e.g. airline goes out of business
  5. Cultural e.g. diversity, local customs
  6. Entry requirements e.g. visa requirements, travel documents, passport
  7. Political e.g. unstable government, border access / controls


Scope Performance


Scope Knowledge


Values


Behaviours


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

PPLTT55

Relevant Occupations

Business Travel Consultant, Leisure and Travel Service Occupations, Leisure Travel Consultant, Local Tour Guide, Overseas Resort Representative, Personal Service Occupations, Tourism Assistant, Tourism Information Officer

SOC Code

6212

Keywords

research, travel, destination, information