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Monitor and communicate information which impacts on customers’ travel arrangements

URN: PPLTT58
Business Sectors (Suites): Travel and Tourism
Developed by: People 1st
Approved on: 30 Jun 2021

Overview

This standard is about monitoring travel alerts and other related information which has the potential to impact customers whilst travelling for business or leisure. This involves obtaining and extracting relevant information from sources such as Government Departments, ABTA, the CAA and ATOL, assessing the risks and identifying the potential impact on your customers. This also involves communicating the relevant information to colleagues to enable them to take the appropriate action to inform customers of the implications to their travel arrangements.

This standard is for senior travel consultants and agents, supervisors and team leaders for both leisure and business / corporate travel.

When you have completed this standard, you will have demonstrated your understanding of and your ability to:
• Monitor and communicate information which impacts on customers’ travel arrangements

Performance criteria

You must be able to:

1. Identify the sources of information which need require monitoring 2. Monitor the sources of information in line with organisational policies and procedures 3. Validate the information with the nominated responsible individual within your organisation 4. Extract the information which is relevant to your customers’ travel arrangements 5. Assess the risks associated with the information you have received and identify the implications for the customers’ travel arrangements 6. Communicate the information to relevant colleagues following organisational procedures 7. Check colleagues have understood the information being provided and the required actions to take

Knowledge and Understanding

You need to know and understand:

1. The type of information which has the potential to impact on customers’ travel arrangements, and where to find it 2. Your organisation’s procedures for monitoring information which has the potential to impact on customers’ travel arrangements 3. The importance of validating the information with the responsible individual within your organisation 4. How to extract the information which is relevant to your customers’ travel arrangements 5. The types and level of risk associated with the information extracted, and how to identify the implications of the information on customers’ travel arrangements 6. Your organisation’s procedures for communicating information which impacts on customers’ travel arrangements to colleagues 7. The importance of checking colleagues’ understanding of the information provided and actions to take as a result 8. The potential implications of providing incorrect or inappropriate information which impacts on customers’ travel arrangements to colleagues

Scope/range

Risks include:

a) Health e.g. food poisoning outbreaks, viral outbreaks, pandemics
b) Safety e.g. physical, well-being, natural disasters
c) Security e.g. crime rate, terrorist attacks
d) Financial e.g. airline goes out of business
e) Cultural e.g. diversity, local customs
f) Entry requirements e.g. visa requirements, travel documents, passport
g) Political e.g. unstable government, border access / controls

Responsible individual may be one of the following from within your organisation:

a) Your supervisor or line manager
b) A colleague within your department
b) A colleague from another department
c) A senior manager

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

ATOL – Air Travel Organiser’s License
CAA** – Civil Aviation Authority

Links To Other NOS

External Links

Version Number

2

Indicative Review Date

30 Jun 2026

Validity

Current

Status

Original

Originating Organisation

People 1st

Original URN

PPLTT58

Relevant Occupations

Bookings or Reservations Administrator, Customer Service Occupations, Leisure and Travel Service Occupations, Leisure, Travel and Tourism, Personal Service Occupations, Tourism Assistant, Tourism Information Officer, Town Planners, Travel Adviser

SOC Code

6212

Keywords

collect, maintain, tourism, information, data