Retail Travel Operations

Main Topics of Study:

Package and Group Tours

  • Introduction
  • Planning a group tour

Short Breaks, Special Interest Holidays, Theme Parks, Holiday Centres, Accommodation and Theatre Reservations

  • Short breaks
  • Special interest holidays
  • Useful addresses
  • National parks
  • Skiing
  • Holiday centres/hotels
  • Accommodation
  • Theatre reservations

Coaching and Incoming Tourism

  • Coaching
  • European coach holidays
  • Making a reservation
  • Incoming tourism

Cruising

  • Introduction
  • Passengers and passenger density
  • Factors in cruise costs
  • Some nautical terms
  • International river cruise destinations
  • Ocean, river and canal cruising
  • Client information on cruising
  • Cruising areas

Car Rental

  • Benefits of car rental
  • Growth of car rental
  • Tariffs
  • Car groups
  • Fuel consumption
  • Car rental insurance
  • Organising car rental

Ferry Services and Railways

  • Ferry services
  • Making the reservation
  • Railways

Airlines

  • Introduction
  • IATA traffic and conference areas
  • Most logical routings
  • Aircraft types
  • Fear of flying
  • Deep vein thrombosis
  • Seat pitch
  • Charter airlines
  • Organising an itinerary
  • Time differences and elapsed flying time
  • Passports, visas and health regulations
  • Special services for passengers
  • Airport information
  • Stopover holidays

Technology

  • Introduction
  • Understanding systems
  • Travel agency systems
  • View data
  • Global distribution systems
  • GDSs and e-commerce

The Internet

  • Introduction
  • A brief history
  • How the internet works
  • Getting online
  • Tour operators and the internet
  • The internet as a marketing tool
  • Travel portals

Insurance

  • Holiday insurance
  • What is included in a travel insurance policy
  • Exclusions
  • Specialist insurance – pre-existing illness, dangerous activities
  • E111 coverage
  • Association of British Travel Agents (ABTA) code of conduct
  • Terminology explained
  • Making a claim
  • Information required before issuing a policy
  • Insurance tips for travel agents

Finance

  • Introduction
  • How travel agents earn their income
  • Operational costs of an independent travel agency
  • Security
  • Legal and regulatory requirements
  • Handling cheques and credit cards
  • Cheques
  • Foreign currency
  • Travellers’ cheques
  • The Euro
  • Disposable income

Skills

  • Skills required to work in a travel agency
  • Product benefits for the client
  • Using the telephone
  • Sales techniques in the office
  • Identifying the client’s needs
  • Closing the sale
  • After-sales service
  • Client relations
  • Time management

Handling Complaints

  • Introduction
  • ABTA and arbitration

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