Syllabus
Travel Consultancy & Agency Operations
The entry programme: the work of serving a customer end to end, from a first enquiry to a settled invoice. It is the standard every later programme has to match.
- Level
- Foundation to Professional
- Duration
- 8 weeks
- Modules
- 8
- For
- Beginners and aspiring travel consultants.
Not yet enrollable. This is the approved syllabus. It reaches the catalogue once its lessons, materials, trainer and assessments exist.
Module 1
Introduction to the Travel and Tourism Industry
Topics
- Understanding the travel and tourism industry
- History and development of travel agencies
- Types of travel agencies and tour operators
- Roles and responsibilities of a travel consultant
- Airlines, hotels, consolidators and destination management companies
- The international travel distribution system
By the end, a learner can
- Explain the structure of the travel industry
- Identify key industry stakeholders
- Describe the responsibilities of a travel consultant
Practical workIdentify the stakeholders in a given travel transaction and what each is paid for.
Assessed byKnowledge test
Module 2
Customer Service and Travel Consultancy
Topics
- Principles of professional customer service
- Client identification and needs assessment
- Communication and telephone etiquette
- Handling enquiries and complaints
- Client relationship management
- Professional email and business correspondence
- Managing difficult customer situations
By the end, a learner can
- Conduct a professional client consultation
- Identify and interpret client travel requirements
- Communicate effectively with customers and suppliers
Practical workConduct a simulated client consultation and record the requirements you extracted.
Assessed byRole-play assessment
Module 3
Air Travel Fundamentals
Topics
- Introduction to commercial aviation
- Airline types and business models
- Airport and airline codes
- International and domestic travel
- Cabin classes and travel terminology
- One-way, return and multi-city journeys
- Understanding airline itineraries
- Introduction to airline fare structures
By the end, a learner can
- Interpret an airline itinerary
- Identify airports and airlines from standard codes
- Explain common airline travel terminology
Practical workInterpret three real-shaped itineraries, including one multi-city.
Assessed byItinerary interpretation test
Module 4
Travel Reservations and Booking Procedures
Topics
- The reservation process end to end
- Passenger information collection
- Reservation workflow
- Booking confirmations
- Itinerary preparation
- Changes and cancellations
- Booking documentation
- Communicating booking conditions to clients
By the end, a learner can
- Explain the end-to-end reservation process
- Prepare professional booking documentation
- Handle basic reservation scenarios
Practical workPrepare a complete reservation request from a client brief.
Assessed byBooking case study
Module 5
Travel Quotations and Costing
Topics
- Understanding travel quotations
- Airline fare components
- Taxes and surcharges
- Service fees and agency mark-ups
- Foreign currency considerations
- Hotel costing
- Package costing
- Profit margins and quotation validity
By the end, a learner can
- Calculate travel package costs
- Prepare an accurate client quotation
- Explain pricing components to a customer
Practical workBuild a priced quotation for a two-passenger trip, showing every component.
Assessed byCosting exercise
Module 6
Hotel Reservations and Accommodation
Topics
- Types of accommodation
- Hotel classification and facilities
- Room categories and meal plans
- Availability and reservations
- Cancellation policies
- Vouchers and confirmations
- Group and corporate accommodation
- Hotel supplier relationships
By the end, a learner can
- Identify suitable accommodation for a brief
- Process a hotel reservation request
- Prepare hotel quotations and vouchers
Practical workCompare three properties against a client brief and justify the recommendation.
Assessed byHotel reservation assignment
Module 7
Travel Documentation and Administration
Topics
- Passports and passport validity
- Visas and entry requirements
- Travel insurance
- Immigration and transit considerations
- Documentation checklists
- Client document management
- Data protection and confidentiality
- Travel advisory communication
By the end, a learner can
- Identify the documents a given journey requires
- Prepare a travel documentation checklist
- Explain why entry requirements must be verified at the time of travel
Practical workProduce a documentation checklist for a multi-country itinerary.
Assessed byDocumentation exercise
Module 8
Travel Agency Operations and Professional Practice
Topics
- Daily agency operations
- Client files and booking records
- Invoicing and receipts
- Payment collection procedures
- Supplier communication
- Booking follow-ups
- Complaint resolution
- Professional ethics and accountability
By the end, a learner can
- Explain the operational workflow of a travel agency
- Maintain organised client records
- Demonstrate professional consultancy practice
Practical workProcess a simulated client booking from enquiry to invoice.
Assessed byFinal practical project
Final practical project
A complete travel proposal for a client brief: itinerary, flight options, accommodation, full costing, a documentation checklist and the written response you would actually send.
Marked by a trainer against a published rubric, not auto-graded. The point is whether you could hand it to a client.