TravelAgentSkills PRE training. 2 Welcome Welcome to the travel industry and welcome to The Global...

Self Study Module

Name

Agency

Number

Travel Agent Skills

PRE

training

Welcome

Welcome to the travel industry and welcome to The Global Travel Group!

At The Global Travel Group our aim is to give you all the help and support you need to ensure a smooth transition from the planning stage of your business right through to your launch and beyond. Our L&D team share this aim and very much look forward to facilitating your learning.

If you are already a seasoned travel agent you will know just how rewarding the job can be, however if you haven’t worked in this sector before it may take a little while to get used to the industry’s terminology, jargon, processes and systems.

It is true to say that the amount of information you will need to absorb is vast. Looking at how your industry works, the array of products and suppliers, and which companies feature which destinations in itself is quite a task. However, when you factor in learning airport and airline codes, differing time zones, travel geography and resort information, it can all seem a bit daunting...

This is where your self study module will help!

This module has been designed as pre-training preparation, not only to teach you the basics you will need in order to start operating confidently as a travel agent, but to give you the foundation required to ready you for one of our travel induction courses.

By completing this pack ahead of your course you will be able to ‘hit the ground running’ and you will find the course material much easier to absorb.

Your Business Development Manager will discuss your Self Study Module prior to training and they will offer guidance and support in completing it where necessary.

So what are you waiting for......dive straight in and let’s get started!Completing this Module

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Key SkillsGuidance for completing the following tasks

For these tasks try using the following resources:The corresponding website address shown at the top of each pageTravel brochures picked up from your local travel agentshttp://www.brochurebank.co.uk for digital copieshttp://brochures.holidaywizard.co.uk for mailed brochures

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Travel Industry Basics World Time Zones

So how does it work?

Knowledge of world time zones is imperative when dealing with customer’s flights and flight timings, especially when explaining why a flight returning from The Netherlands seems to take only 15 minutes!

Below is a diagram of an international time calculator. After looking at the details complete the exercise on the following page. GMT or Greenwich Mean Time is indicated with a ‘0’ (in the olive green square) at the bottom of the map. Greenwich is indicated with a white dot.

The numbers shown in each time zone (left or right) of GMT ‘0’ indicate the number of hours you should add or subtract to find the current time in the area in question. As an example, note that California, on the western coast of the United States, is indicated as being -8 hours of GMT.

Some area’s time zones deviate from the norm. Note from the map that India is GMT +5½, while Myanmar (Burma) is +6½, Iran is +4½, Iraq is +3½, Nepal is +5¾ and Central Australia is +9½. The Canadian province of Newfoundland is GMT -3½, and some smaller islands in French Polynesia are -9½, while the Pitcairn Islands are GMT -8½.

pink area = GMT – 6

green area = GMT + 1

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Travel Industry Basics World Time Zones

Using the world time zones calculator on the previous page (and an atlas/map) answer the following questions:

1 If it’s 12:00 midday Greenwich mean time what time would it be in Rome?

2 If it’s 4pm Greenwich mean time what time is it in Los Angeles?

3 If it’s 19:00 on Tuesday Greenwich mean time what time is it in Auckland?

4 If it’s 2:00am Saturday in Cape Town what time is it in New York?

5 If it's 8:00am in Seattle what time is it in London?

6 If it's 1:00am on Monday morning in Perth, Australia what time is it in Miami?

7 If it’s 4am in New York, what time is it in Mexico City?

8 If it’s 4pm in Malta what time is it in Amsterdam?

9 If it’s 12:00 midnight in Egypt what time is it in Argentina?

10 If it’s 18:00 in Dallas on Christmas Eve what time and day is it in Auckland?

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Travel Industry Basics 12 Hour & 24 Hour Clock

The travel industry works exclusively on the ‘24 hour clock’ system, in which the 24 hours of the day are numbered from 1 to 24 thus taking away the need to use am or pm.

The first 12 hours of the day are numbered from 1 to 12, but 1pm in the afternoon is referred to as 13:00hrs, 2 is 14:00hrs, and so on until midnight which is either 24:00hrs or 00:00hrs.

In the travel industry, both 00:00 and 24:00 are avoided as it would be difficult to know whether 00:00 on Monday actually meant Monday night or Monday morning potentially leading to customers missing flights etc. So, although it is theoretically possible to have a time of 24:00, is it very unlikely that you will ever see it. To limit confusion, flight timings are usually shown as 23:59hrs or 00:01hrs.

To convert a ‘PM’ time in 12 hour clock to 24 hour clock just add 12 to the time, or to covert back from 24 to 12 hour clock, subtract 12 from the number greater than 12.

To easily convert between the 24 and 12 hour time systems you can utilise any or all of these diagrams too:

Using the 12/24 hour clock diagrams, please answer the following questions remembering to include am or pm where applicable:

1 If a flight departs at 23:35, what is the time using the 12 hour clock?

2 What time is 6.10pm using the 24 hour clock?

3 If a flight departs at 20:55, what is the time using the 12 hour clock?

4 What time is 1.25pm using the 24 hour clock?

5 What time is 9.45am using the 24 hour clock?

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Travel Industry Basics The Phonetic Alphabet

The phonetic alphabet is widely used in the travel industry to ensure the correct spelling of names and other details taken or given when communicating with customers and suppliers, especially by telephone. It is essential that passenger titles, initials and surnames are spelt correctly as spelling errors on tickets may prevent a customer from travelling, or at the least cost a substantial amount of money to put right.

On this page is the standard phonetic alphabet, and using it is very simply a case of spelling out a word using other words instead of a just a letter, so spelling out the surname Smith in phonetics would go like this : Sierra, Mike, India, Tango, Hotel. Take time to familiarise yourself with it and practice using it, then complete the task across the page.

We will be using the phonetic alphabet extensively during your training course.

A ALPHA N NOVEMBER

B BRAVO O OSCAR

C CHARLIE P PAPA

D DELTA Q QUEBEC

E ECHO R ROMEO

F FOXTROT S SIERRA

G GOLF T TANGO

H HOTEL U UNIFORM

I INDIA V VICTOR

J JULIET W WHISKY

K KILO X X-RAY

L LIMA Y YANKEE

M MIKE Z ZULU

Using the phonetic alphabet diagram complete the following task:

1Write out the words that spell the surname, Morrison

2

Write out the words that spell the forename, Aisha

3

Write out the words that spell the street name, Callender Way

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Travel Industry Basics Airport Codes

An IATA airport code is a three-letter alphabetical code designating airports around the world. These codes are defined by the International Air Transport Association (IATA). We will look at IATA in more detail a little later in this module.The codes are unique and there are a possible 17,576 combinations with approximately 9,000 currently in use around the world. The characters prominently displayed on baggage tags attached at airport check-in desks are an example of the way these codes are used.

From ABE (Allentown/Bethlehem/Easton, Pennsylvania) to ZRH (Zurich, Switzerland), airports around the world are universally known by a unique three-letter code: the "Location Identifier" in aviation jargon. It's obviously much easier for pilots, air traffic controllers, travel agents, frequent flyers, computers and baggage handlers to say and write ORD rather than O'Hare International Airport in Chicago, Illinois—but how did this practice start, and why are some airport codes easy to understand (ABE and ZRH) while others seem to make absolutely no sense (ORD)?

When the Wright brothers first took to the air in 1903, there was no need to code airports since an airport was literally any convenient field. Towns with weather stations already has 2 letter weather station codes which were initially used, however, as airline services expanded in the 1930's, towns without weather station codes needed identification. The three-letter system was born, giving a seemingly endless 17,576 different combinations. To ease the transition, existing airports placed an X after the weather station code. The Los Angeles tag became LAX, Portland became PDX, Phoenix became PHX and so on. Incidentally at the historic sand dune in Kitty Hawk where the first flight occurred, the U.S. National Parks Service maintains a tiny airstrip called FFA—First Flight Airport.

For a full explanation of how IATA codes are created and allocated you may wish to visit www.skygod.com/asstd/abc.html

There are a number of excellent website reference tools which can be used for both decoding and encoding, here are a few you may wish to try:-www.world-airport-codes.comwww.postmodern.com/~mcb/misc/code.htmlwww.hplgroup.com/lettercode.htmlUse a combination of the websites shown here and holiday brochures to complete the tasks on the following pages.

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It is imperative that before attending training, you familiarise yourself with UK departure airport codes, and particularly the codes for the most popular holiday destinations. Not only will this make your time during training much easier, but you will also need these codes on a daily basis in your working environment. The earlier you start to learn them the better!

Please complete the following task by writing the airport/city name next to the 3 letter code given and give the nearest alternative.

UK AIRPORT

CODEUK AIRPORT NAME NEAREST ALTERNATIVE AIRPORT

UK AIRPORT

CODEUK AIRPORT NAME NEAREST ALTERNATIVE AIRPORT

ABZ LBA

BHD LGW

BHX LPL

BFS LHR

BLK LTN

BOH MAN

BRS MME

CWL NCL

DSA NWI

EDI PIK

EMA SEN

EXT SOU

GLA STN

HUY

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Having looked at UK airport codes on the previous page our next task is holiday destination and popular airport codes, both short and long haul.We have concentrated on the biggest selling holiday hotspots and the most popular flight destinations for UK travellers. .

MAINLAND SPAIN(COSTAS) CYPRUS GREECE BULGARIA

Almeria LEI Larnaca LCA Kalamata KLX Bourgas BOJ

Blanca ALC Paphos PFO Heraklion (Crete) HER Sofia SOF

Brava GRO TURKEY Chania (Crete) CHQ Varna VAR

Del Sol AGP Antalya AYT Zante ZTH CROATIA

Dorada REU Bodrum BJV Preveza PVK Dubrovnik DBV

Calida MJV Dalaman DLM Thassos KVA Pula PUY

De La Luz FAO Adnan ADB Athens ATH Split SPU

BALEARIC ISLANDS ITALY Corfu CFU PORTUGAL

Ibiza IBZ Naples NAP Halkidiki SKG Faro FAO

Majorca PMI Rimini RMI Kefalonia EFL Funchal FNC

Menorca MAH Venice VCE Kos KGS Oporto OPO

CANARY ISLANDS Pisa PSA Lesbos MYT Porto Santo PXO

Fuerteventura FUE Catania CTN Mykonos JMK EGYPT

Gran Canaria LPA Verona VRN Rhodes RHO Hurghada HRG

Lanzarote ACE Alghero AHO Samos SMI Sharm El Sheikh SSH

Tenerife TFS TUNISIA Santorini JTR Luxor LXR

La Palma SPC Enfidha NBE Skiathos JSI Marsa Alam RMF

MOROCCO Djerba DJE Volos VOL Taba TCP

Agadir AGA MALTA Cairo CAI

Marrakech RAK Malta MLA

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CARIBBEAN USA CUBA MIDDLE EAST

Antigua ANU New York (JFK) JFK Havana HAV Dubai DXB

Barbados BGI Newark EWR Cayo Coco CCC Abu Dhabi AUH

Bahamas NAS Chicago ORD Santa Clara ZSM Muscat MCT

Grenada GND Las Vegas LAS Holguin HOG Doha DOH

Jamaica (M Bay) MBJ Orlando International MCO Varadero VRA Bahrain BAH

Jamaica (Kingston) KIN Sanford SFB DOMINICAN REPUBLIC Amman AMM

St Kitts SKB Los Angeles LAX Punta Cana PUJ Tel Aviv TLV

St. Lucia UVF Phoenix PHX Puerto Plata POP FAR EAST

Tobago TAB Miami MIA INDIA / INDIAN OCEAN Singapore SIN

Trinidad POS Washington DC IAD Mumbai BOM Hong Kong HKG

AFRICA Fort Lauderdale FLL Delhi DEL Bangkok BKK

Banjul (Gambia) BJL San Francisco SFO Goa (Dabolim) GOI Phuket HKT

Mombasa MBA San Diego SAN Kerala (Trivandrum) TRV Bali (Denpasar) DPS

Johannesburg JNB Philadelphia PHL Mahe (Seychelles) SEZ Kuala Lumpur KUL

Capetown CPT Detroit DTT Male (Maldives) MLE Penang PEN

MEXICO Dallas DFW Mauritius MRU Koh Samui KBV

Cancun CUN Houston HOU Colombo (Sri Lanka) CMB Shanghai SHA

Puerto Vallarta PVR Sacramento SMF Beijing PEK

Acapulco ACA Portland PDX Ho Chi Minh City SGN

Boston BOS Tokyo (Narita) NRT

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Travel Industry Basics Airline Codes

All airlines, whether charter, scheduled or no frills (easyjet for example) will have an airline prefix to identify their flights. British Airways prefix is BA, American Airlines prefix is AA, but they are not always so straightforward and logical. For instance Jet2 has LS as its prefix.

As with most information used on a daily basis, there are resources that can be used, however it is essential that you have a working knowledge of at least the most popular airline codes as the airlines used by tour operators are generally only identifiable by these.

You may have previously seen examples of this on your own e-ticket or itinerary which often shows just a flight number – BA139 – this is the airline prefix followed by the flight service number.Complete this task filling in the blank spaces. Complete either the airline code or the airline name, whichever information is missing.

When using www.airlinecodes.co.uk, you are looking for IATA codes not ICAO codes – ICAO codes are not used by travel agents or our suppliers.

AIRLINE PREFIX AIRLINE PREFIX

AIR MAURITIUS AIR CHINA

HM TP

SINGAPORE AIRLINES VIETNAM AIRLINES

AA BD

VIRGIN ATLANTIC AERO MEXICO

TG LS

JET AIRWAYS LUFTHANSA

SK SA

EMIRATES AER LINGUS

BA KL

ETIHAD AIR FRANCE

GF CX

QATAR AIRWAYS JAPAN AIRLINES

DL BE

THOMSON FLY MALAYSIA AIRLINES

IB NZ

MONARCH EASYJET

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The JobGuidance for completing the following tasks


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As a UK based travel agent and member of The Global Travel Group you are able to sell a massive array of products to your customers.

Many of the products that you sell will be from companies classified as tour operators (we sometimes refer to these as suppliers).

Many tour operators in the UK are household names such as Virgin Holidays, Thomson and Thomas Cook.

At the time of publication Global deal with in excess of 160 tour operators and suppliers – some of which have up to thirty brochures or programmes from which to choose your customer’s travel arrangements.

If we take Thomas Cook as an example, they offer beach holidays, skiing holidays, long haul, short haul, city breaks among many others.

In order for you to be able to work with any of these companies Global will have negotiated commercial terms with them.

These commercial terms cover many things, however the two key areas for our members are the rates of commission you will be paid for selling these products and having the ability to make bookings first then pay later.

To prove that you are a bona fide licensed travel agent you will be issued with a trade or licence number by Global.You will need to quote this number to make a booking with a tour operator/supplier or alternatively you will enter your licence number into the supplier’s reservation system along with a corresponding password in order to make bookings with them.

Incidentally, although neither The Global Travel Group nor your individual agency hold ABTA membership, the licence or trade number mentioned above is often referred to as an ABTA number. This is simply an historic and generic term and does not in any way imply that your agency or The Global Travel Group hold ABTA membership – we do not!

Flights Rooms Transfers

Excursions Cruises Winter Sports & Skiing

Safaris Long Haul Short Haul

Boating Holidays UK Holidays Touring

Holidays

City Breaks Theme Parks DIY Package Holidays

Car Hire Ancillaries Weddings & Honeymoons

Flexible Packages

Travel Insurance

Luxury Holidays

The Travel Industry - from a Travel Agent’s perspective

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The Travel Industry from a Travel Agent’s perspective

So how does it work?

Regardless of what it is your customer wishes to buy from you or indeed what you finally sell to them, the booking ‘flow’ is generally the same.In the diagram below you will see the order in which this happens and although the products/suppliers (search) will often differ, the rest of the process essentially follows the same pattern.Your industry knowledge, product knowledge and travel geography knowledge come together at the ‘Search’ stage of the booking process enabling you to find your customer the perfect match for their needs.

Greet•Meet and greet your customer – or•Answer your customer’s incoming telephone call

Gather•Discuss your customer’s requirements•Ask Questions•Note down answers

Search •Look for suitable travel/holiday arrangements with approved suppliers and within budget•Make a note of all the details to feedback giving a professional and knowledgeable

impression

Present•Present your findings to your customer giving them all the reasons why it is a good match•Use your research and provide lots of positive, relevant information

Quote•Quote your customer an accurate, realistic total price

Decide•Recognise the buying signals and confirm that your customer wants to proceed with a

booking

Pay•Take the required deposit or full payment (whichever is applicable)

Book•Make the booking via the supplier’s computerised reservation system or by phone, quoting

your licence number

Load•Enter the details of your booking onto Global’s Boris Admin system•Produce legally required paperwork and documentation to provide to your customer

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Travel Industry Basics

Trade Bodies & Consumer Protection

ATOL Air Travel Organiser’s Licence CAA Civil Aviation Authority IATA International Air Transport Association

The ATOL scheme exists to protect consumers if their travel organiser should fail. It ensures consumers are not stranded abroad and do not lose money paid to the travel organiser for holidays and flights.The first ATOL Regulations requiring businesses to hold a licence were introduced in the 1970's.Since then they have been replaced with new regulations in 1995 and again in 2012.To learn more about the ATOL scheme visit: www.caa.co.uk/atol

The CAA regulates (approximately):Active professional and private pilots (50,000)Licensed aircraft engineers (12,400)Air traffic controllers (2,350)Commercial Air Operators, including airlines (206)Licensed aerodromes (141)Organisations involved in the design, production and maintenance of aircraft (950)ATOL holders (2,400)Aircraft registered in the UK (19,000)Their work is focussed on:Enhancing aviation safety performance by pursuing targeted and continuous improvements in systems, culture, processes and capability.Improving choice and value for aviation consumers now and in the future by promoting competitive markets, contributing to consumers' ability to make informed decisions and protecting them where appropriate.Improving environmental performance through more efficient use of airspace and make an efficient contribution to reducing the aviation industry's environmental impacts.Ensuring that the CAA is an efficient and effective organisation which meets Better Regulation principles.To learn more about the CAA and their work visit: www.caa.co.uk

The International Air Transport Association (IATA) is the trade association for the world’s SCHEDULED airlines, representing some 240 airlines or 84% of total air traffic. They support many areas of aviation activity and help formulate industry policy on critical aviation issues.To learn more about the IATA and their work visit: www.iata.org

Also check out the following YouTube video for an IATA overview:http://youtu.be/3JUBz_Q_LCM

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ABTA Association of British Travel Agents The Global Travel Group Client AccountThe Association of British Travel agents was founded in 1950 and has become the UK travel trade’s independent self regulatory body.

ABTA was the first UK organisation to provide financial protection for overseas holidaymakers. This protection is provided in the form of individual company bonds and funds contributed to by ABTA Members.

ABTA was initially the only travel trade organisation for travel agents and introduced a rule in 1965 which became know as the Stabiliser. The rule stated that if an ABTA member tour operator wished to sell their foreign holidays through a third party, they could only do so through ABTA member travel agents.

Similarly ABTA travel agents could only sell the foreign inclusive packages of ABTA tour operators. Naturally this meant that most tour operators and travel agents sought ABTA membership.

This practice was inevitably a restrictive one and meant that in order to open a travel agency and trade with the major tour operators you had to become a member of ABTA, pay the respective bond and work within it’s parameters.

The Stabiliser was removed in 1992 ending the 'closed shop' agreement and paving the way for travel companies to be able to operate outside ABTA under their own promise of consumer protection, as The Global Travel Group does today. To learn more about ABTA and their work visit: www.abta.com

As already stated, the removal of ABTA's stabiliser paved the way for companies to be able to operate outside ABTA, under their own promise of consumer protection.

The Global Travel Group is one of these companies and has developed a promise of consumer protection approved by, as it covers all suppliers - scheduled airlines, ferry companies, coach companies, hotels and UK tour operators.All customers booking with a Global Agent are protected in the following ways:

Protection from failure of The Global Travel GroupIn the event of The Global Travel Group's insolvency, both the consumer and the suppliers are protected by the use of a client account. The client account is set up in the same way as a trust account. Money is held on behalf of third parties, being the customer and the suppliers, and the account is therefore not considered an asset of the company.Should The Global Travel Group fail the account is not available to creditors, liquidators or company administrators so the customers money and travel arrangements are protected.

Protection from failure of an individual Global agentAll monies paid to individual Global agencies must be banked into the client account straight away. At no time is the money to be held by the individual agency and is therefore carefully guarded . Should an individual agency fail, the clients money is protected as it remains in the control of Head Office who will take over the administration of the customers booking protecting their travel arrangements.

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AFI Airline Failure Insurance – Low Cost Airlines SAFI Scheduled Airline Failure Insurance

Low Cost Airlines do not provide any financial failure cover in their own right, therefore travel agents selling Low Cost Airline flights need to provide cover using AFI for all travelling passengers.AFI is a standard per person charge of a few pounds which must be factored into the price quoted by you. This gives the customer the peace of mind of knowing that they are insured to a given limit in case their airline suffers financial failure and can’t provide the flights booked.

Scheduled airlines do not provide any financial failure cover in their own right, therefore the ticketing companies selling scheduled flights to you on behalf of the airlines will normally provide cover using their ATOL licence or by insuring the travelling passengers using SAFI.The SAFI is usually a per person charge of a few pounds incorporated into the price quoted to you, which gives the customer the peace of mind of knowing that they are insured to a given limit in case their airline suffers financial failure and can’t provide the flights booked.

Trade Bodies & Consumer Protection Task1 What do the initials IATA stand for ?

2 What are IATA's main aims?

3 What do the initials ATOL stand for ?

4 Which organisation manages ATOL's statutory scheme ?

5 What protection does ATOL offer a customer ?

6 If a customer has booked a holiday with an ATOL tour operator that fails after the customer has departed, what will happen?

7 What do the initials ABTA stand for ?

8 What significance did the ending of the 'closed shop' agreement have on travel companies ?

9 What is the name of Global's promise of consumer protection ?

10 How are customers who are booked with a Global Agent protected ?

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The ProductsGuidance for completing the following tasks

For these tasks try using the following resources:Search engine (Google etc) to search company nameWikipedia for general company informationThe corresponding website address shown at the top of each pageTravel brochures picked up from your local travel agentshttp://www.brochurebank.co.uk for digital copieshttp://brochures.holidaywizard.co.uk for mailed brochures

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As a UK based travel agent and member of The Global Travel Group you are able to sell a massive array of products to your customers. Many of them will be traditional style package holidays from well known brands, but many others will be alternative products. This task requires you to familiarise yourself with some of the other products and suppliers you will be working with.

Supplier Type Supplier / OperatorBrief description of the company and it’s product offering

Low Cost Airline Easyjet

Coach Tour Operator Shearings

Leisure Flight Broker Avro Flights

Long Haul Specialist Wendy Wu Tours



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Supplier Type Supplier / OperatorBrief description of the company and it’s product offering

Scheduled Airline Emirates Airways

Excursion & Attraction Ticket Provider

Attractionworld

Cruise Operator Norwegian Cruise Lines

Ancillary Supplier Holiday Extras

Hotelier Hilton Hotels



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Case StudyTour Operators www.thomson.co.uk

Visit the website address shown above and research the tour operator. You may also want to pick up the company’s ‘Summer Sun’ or main brochure for further help. Answer the questions in the boxes below:

Q1. Does this company have more than one brand – if yes name as many of those brands as you can?

Q2. Name at least 3 countries and 10 destinations or resort areas that this company features:

Q3. What product types does this company feature?

Q4. Does this company have its own in-house airline, if yes name it?If no which airline/s does it use to carry passengers to and from their destinations?

Q5. From which UK airports does this company operate flights?

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Case StudyTour Operators www.thomascook.com







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Case StudyTour Operators www.cosmos.co.uk







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Case StudyTour Operators www.kuoni.co.uk







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Case StudyTour Operators www.hoseasons.co.uk


Q1.

Q2.

Q3.

Q4.

Q5.

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Case StudyTour Operators www.classic-collection.co.uk


Q1. Does this company have more than one programme (brochure) – if yes name as many of those brochures as you can?





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Case StudyTour Operators www.inghams.co.uk







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The PlacesGuidance for completing the following tasks


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1

2

34

5

6

7

8

9

10

EUROPE

NUMBER COUNTRY

1)

2)

3)

4)

5)

6)

7)

8)

9)

10)

Travel GeographyEuropean Countries

Enter the name of the corresponding country in the boxes below

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Travel GeographyDestination Focus Costa Del Sol, Spain

Name three major beach resorts on the Costa Del Sol

Please write a brief outline of what kind of holidaymakers might be attracted to the Costa Del Sol, what there is to see and do there and some of the reasons it is a good choice of holiday destination:

What is the name of the palace in Granada, a famous sightseeing venue?

What is the name of the region that the Costa Del Sol is situated in?

What is the name of the CDSol resort frequented by the wealthy and what is the nearby marina called

Which is the most logical airport for visitors to the CDSol to fly into and what is it’s three letter code?

How long does it take to fly from London Gatwick to the CDSol?

What temperatures in degrees C might you expect in May & August in the CDSol?

What currency would customers to the CDSol need? 32

Travel GeographyDestination Focus Olu Deniz, Lycian Coast, Turkey

What is the name of the sister resort to Olu Deniz? Please write a brief outline of what kind of holidaymakers might be

attracted to Olu Deniz, what there is to see and do there and some of the reasons it is a good choice of holiday destination:




Which is the most logical airport for visitors to Olu Deniz to fly into and what is it’s three letter code?

How long does it take to fly from London Gatwick?


What currency would customers to the CDSol need?

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Travel GeographyResort Focus

Puerto Pollensa, Majorca, Balearic Islands, Spain


attracted to Puerto Pollensa, what there is to see and do there and some of the reasons it is a good choice of holiday destination:








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Travel GeographyResort Focus

Skala, Kefalonia, Ionian Islands, Greece

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attracted to Skala, what there is to see and do there and some of the reasons it is a good choice of holiday destination:








Travel GeographyResort Focus Varadero, Cuba

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attracted to Varadero, what there is to see and do there and some of the reasons it is a good choice of holiday destination:








Travel GeographyResort Focus Ayia Napa, Cyprus

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attracted to Ayia Napa, what there is to see and do there and some of the reasons it is a good choice of holiday destination:








The BasicsGuidance for completing the following tasks


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Think about an average package holiday from a brochure and what customers get when they buy it. Break the holiday down into as many individual component parts as you can and list them under the appropriate heading...

Connected to the flight Connected to the accommodation

Other included items/services Extras, upgrades, opt-ins at extra cost

What’s Included in a Package Holiday?

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Package Holidays Guide Pages 10 + 15 Type of Property What room or unit types might you find? What facilities might there be for residents to use?

Hotels

Apartments

Villas

Aparthotels

Accommodation Types

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Package Holidays Guide Pages 11-15

Name the room or unit type based on the

diagramHow would you describe this accommodation room or unit type to a customer?

1 Bedroomed Apartment

2 Bedroomed Apartment

Room Types

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Board BasisViewdata Code

(we will complete during training)

Code on Thomson Viewdata costing

page (we will complete during training)

Board Basis Description

Self Catering

Room Only

Bed & Breakfast

Half Board

Full Board

All Inclusive

Meal Meal Meal Drink

Drink Drink Other Other

Meal/Board Basis’

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Type of Passenger Information about this passenger type

Lead Passenger

Infant

Child

Adult

Senior Citizen

Package Holidays... Passenger Types

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Each tour operator and supplier writes its own booking conditions and although they all have much in common there will likewise be differences too. As a travel agent it is crucial that you understand how booking conditions impact on both the customer and the supplier as you may need to relay and explain information from them.Using the Booking Conditions provided, answer the following questions:

1

How much deposit would be due on a holiday from this brochure?

2

When would the balance be due to be paid to the tour operator?

3

When would you ideally collect the balance from your customer?

4

If a customer wished to cancel their holiday three weeks prior to travelling, what would the cancellation charges be?

5

If a customer cancelled their holiday prior to paying their balance, what would the cancellation charges be?

6

If a customer’s flight timing change by 6 hours, two weeks prior to departure, how much compensation will they be entitled to?

7

If a customer wanted to change any aspect of their holiday, how much would the administration cost be?

8

What amount will the tour operator absorb before passing any surcharges on to the customer?

9

What does the tour operator say about travel insurance in their booking conditions?

10

How long on return to the UK does a customer have to put a complaint about their holiday in writing?

Package Holidays... Booking Conditions

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Package Holidays...Miscellaneous InformationProperty Grades

Special Requests

Other Children’s Information

Supplements

Occupancy/Under-Occupancy

Prices

Flight Timings

Erratas

Deposits/Interim Payments/Balances/Full Payments

45

The Roberts family consists of John and his wife Matilda and their two children, Amy aged 10 and Daniel aged 8.They wish to travel in May to one of the Balearic Islands.They can fly from Manchester or Liverpool and wish to be away for 14 nights.They want you to find them a self catering apartment preferably with two bedrooms but they will take one bedroom if it’s much cheaper, and a minimum of three stars (go by the tour operator’s rating).Mrs Roberts prefers a day flight but does not mind what day of the week they travel.

1

Which tour operator have you selected?

2

What is the flight code and day of travel the family will be travelling on?

3

Which island and resort are you suggesting?

4

What is the name of the property you have chosen and what is it’s accommodation code?

5

Why have you selected this holiday?

Matching Customers Needs

46

Your customers are a young couple Lisa and Paul who are going on their first holiday together. They want to go to a Greek Island and would prefer to be close to a resort centre with a choice of restaurants for their evening meals. They are not ones for nightclubs or partying and like the idea of sampling un-commercialised Greek island life.In the day they want to be able to walk to a beach.They want 2 weeks in June. Lisa and Paul don’t have a preference of travel day, but they are looking for the most cost effective holiday so do not wish to pay lots of supplements.They can travel from any airport in the South East of England.

1

Which tour operator have you selected and which brochure, edition etc is it from?

2

Which resort on which island have you recommended Lisa and Paul go to?

3

What is the name of the property you have chosen and what is it’s accommodation code?

4

What is the min/max occupancy in the room you are suggesting?

5

Is there a supplement on the flight, if so how much is it?

6

On what board basis is this holiday priced?

7

How far is the property from the beach and local restaurants?


47

Mary Dean would like to take her husband Erik to Cyprus this August for one week. They went there 30 years ago and want to return to the same resort; Paphos. She is unsure of what day the flights operate but would prefer to travel if possible on a week day. She would prefer a five star hotel and wishes to have breakfast and evening meal included at the hotel. They must fly from Manchester.

1

Which tour operator have you selected, which brochure and edition are you looking at?

2

What is the flight code and on what day of the week can the Deans travel?

3To which airport will the Deans be flying?

4Is there a supplement on the flight and if so how much?

5

What is the name and accommodation code of the property you are suggesting?

6What is the tour operator’s rating of this property?

7What is the min/max occupancy in the room you are suggesting?

8What board basis’ are offered at the hotel?

9How far is the property from the beach and resort centre?

10

What does this property deliver that makes you want to suggest it to the Deans?


48

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