TOUR 23: Reservation Procedures PDF

## TOUR 23 ### Module 5: Reservation procedures #### **A. Elements of Reservation system** - **Package**- combination of goods and services at a discounted price - **Overbooked**- selling more of a good or service than you have available. Usually done to compensate for no shows. - **CRM**- Customer...

## TOUR 23 ### Module 5: Reservation procedures #### **A. Elements of Reservation system** - **Package**- combination of goods and services at a discounted price - **Overbooked**- selling more of a good or service than you have available. Usually done to compensate for no shows. - **CRM**- Customer Relationship management System - **No-show**- person made a reservation but does not turn up. - **Under stay**- who departs earlier than the reservation date. - **Suggestive Selling**- selling your products by offering alternatives. Describe how the product would meet the customer's needs, highlighting any special features. - **Up-selling**- offer more than the guest is asking for. - **Cross-selling**- suggesting accommodation at one of your properties. - **Down-selling**- basically the opposite to up-selling whereby you start the selling process at the most expensive item and work down to the lowest price. - **OTA** - Online Travel Agent - **BAR**- Best Available Rate - **Waitlist** - A listing of reservations waiting for cancellations in order to be accepted - **Peak Season**-time of high occupancy - **Off-Peak Season**-Time of low occupancy - **Guest history profile**-record all the details about a guest who has used the establishment’s goods and services - **Honorifics**-title used to describe people. - **Receipt**- document issued in exchange for payment. - **Voucher**- document handed over as a form of payment to pay for a good or service. - **Company Charge** - service that allows an account to be sent to the company for billing purposes. - **Guaranteed Booking** - a reservation that is held all night because the service is paid for. - **Non-Guaranteed Booking**-reservation held until the release time or agreed time. - **Internal Use Document** - documents used within an establishment. - **External Use Document** - documents than either come in or are sent out to another organization. - **Jargon** - establishments abbreviation for terms - PAX - number of guests, POA-pay own account, Foc - free of charge- - **Bumping a Guest** - where a guest needs to be transferred to another hotel due to non availability. - **Est.** Estimated time of Arrival - **ETD** - Estimated time of Departure. - **Forecast** - prediction of Future events. - **Hand-over**-period of time in which different shifts will have time to exchange information that will benefit and ensure the smooth continuation of the department. - **In-House** - person who is registered guest in the hotel. - **Occupancy** described to identify amount of rooms sold or occupied by guests. - **Rate**-price offered for an accommodation room. - **A Reservation** is a booking or request for some time in the future. It involves obtaining all the necessary information needed to satisfy this request. - **All reservation systems require:** - Some way to check availability. - Ability to offer alternatives when the requested booking is not available. - Provide information on the costs and product features. - Record the details and requirements of the person making the reservation. - A way of recording the acceptable method of payment. - Provide a confirmation of the details. #### 6. Provide a confirmation of the details. #### **Elements of manual Reservation System** - Manual systems use manual Charts, calendars, booking sheets, diary, forecast boards or room rack. - Processes are needed to make sure availability is kept accurate and up to date. - Systems are designed to cross the days off when a product is booked out or no longer available. #### **Elements of a Computerized Reservation System** - Provides up to date "real time" information on availability at the push of a button-When a reservation is recorded the availability is automatically altered. #### **Types of Booking may include:** 1. **Accommodation Suppliers** - Guests will need to have room booking processed in order to stay at particular establishments that provide accommodation. 2. **Aircraft**-Passengers need to have "seats" booked for all types of air travel they undertake. 3. **Cruise ships** - passengers on cruise ships need to make bookings for the dates of their cruise. 4. **Coaches or Buses** to travel from one place to another or to visit a particular tourist destination. 5. **Limousines** (rental cars (vans) & Customers can book transport to etther drive themeselus. or have a chauffeur included with the vehicle. 6. **Day extended tours** - includes meals and maybe accommodation and entrance fees to tourist parks. 7. **Dining and meal Reservations** for restaurants or eating houses. 8. **Entertainment** - theatre or music concerts. 9. **Tourist Attractions** 10. **Events** such as the Formula 1 Grand prix or mardi Gras. #### **How Reservations are received.** - **Over the telephone** - **In person** - **Mail** - **Email** - **Internet** - **Third party reservations** - **Central reservation service** - **Same Chaimes referral** - **Manual or Computerized reservation Systems (CRS) within the following labor divisions:** - Front office - Housekeeping - Food and Beverage service - Food Production - Travel Agencies tour Operation - Airlines #### **Comparison Between the Two SYSTEMS:** ###### **Manual system (Advantages)** - Cost of system is cheaper - Work in smaller establishments - Complies w/ risk management should you experience a power or equipment failure ###### **(Disadvantage)** - Require staff to have a detailed knowledge of the product they are selling. - More staff are required. - Less accurate in larger establishments. - Need to manually check accuracy of info. - Low in security. - Take more time to get things done. - Difficult to amend and retrieve info. - Takes longer to communicate with other members departments. ###### **Computerized Systems (Advantages)** - More accurate and reliable information. - Ability to store guests history data - Less staff required - Greater reporting ability. - **Control costs** - **Limited staff training** - **Don't have to manually check and recheck info.** ###### **Disadvantages):** - Difficulty finding a computed system that suits the establishment needs. - Cost of equipment cost of upgrading equipment - Support cost and hardware. - Need uninterrupted power supply. - Need to keep up w/ advances in technology - Certain materials usd in buildings could affect the computer efficiency. #### **Responding to Reservation Requests** - The process of making a reservation is to be able to know whether or not you are able to accommodate the guest with what they require therefore we need to ask the right questions and respond to the reservation reg. 1. **Acknowledge Customer who wishes to make a Reservation** - Use appropriate greeting - Maintain eye contact- where applicable - Never leave a guest waiting for attention - Communication etiquette - no jargon - Follow the establishment’s policies and procedures - Be aware of cultural needs 2. **Confirmation of the reservation:** Repeat back all the details to guest to make sure you have all the info. you need and that is correct. An example or a Confirmation. - Advise customer of availability of requested booking! - Check availability - Know the reservation systems - Unavailable: - Advise of waitlist options or standby- know policies and procedures for overbookings - Offer alternative times, dates, type etc - Overbook - Recommend suitable alternatives 3. **Offer advice and information about available products, services and facilities.** - Apply selling techniques - Know your market - Know your product 4. **Suitable Alternative means** - Knowledge of: - Seasonal influences (eg. pilgrimage season - best times to see particular flora or fauna) - Local Attractions (eg. parks, gardens, tourist sites, zoo) - Tourist Developments (eg. resorts, cable car, shopping, centres) - Natural heritage sites - Local market (handicraft markets, street markets) - Museums (art, historical, etc.) #### **Record Reservation Details.** - **Arrival Date** - in some countries the day comes first while in others the month is first. - **Departure date** this determines the length of the guests stay. - **Name of the guest** -Surname of the family first w/ comma to identify - **Type of room** the guest requires - the arrival date plus the departure date and the type of room will all contribute to ascertaining whether or not the guest request can be accommodated. - **Time of arrival** or estimated time of arrival known as (ETA) - This will help the reception staff to have the required request available when the guest arrives. - **Number of Rooms** required - Usually always one however some guests might reserve more than one. - **Number of Adults and Children** - required on reservations, especially when it relates to charging for the accommodation. - **Rate Code** - represents the rate that was negotiated when selling the room to the guest- you will required to learn the code used to represent the rates. - **Market segment** - requires a "Code" to identify the type of reservation this is. #### **Examples of Market Segments:** - **House Use** - when staff stay over in the hotel - **Complimentary Rooms** - used that are free of charge. - **Groups and tour rooms**- discounted to tour companies selling rooms to guests. - **Negotiated Rate** could be a way the staff can "clinch the sale" by offering a discounted room rate to a guest. - **Free or fully rack rate** - no discount is given at all. - **Independent traveller** - they pay the rate. - **Package guests** packages are offered to increase sales during low occupancy periods. - **Corporate Guests**-heavily discounted rate given to a "business traveler" - **Convention / Conference Guests** - will receive a discounted rate depending on the volume of delegates. - **Government sector** - receive a discounted rate in most hotels. - **Address** -Record the address given by the guest. - **Contact Details** - record some form of contact with the guest. - **Passport number**, date, and place sue - **Method of payment** it is essential to record the guests preferred method of payment such as credit card, company Charge, (approval required) or voucher number. Discuss what is acceptable. - **Confirmation Number** - many systems will automatically generate a confirmation number when you make a reservation. - **Date and Taken by** this information is required for internal use. #### **Global Distribution System** - Formerly known as CAS: Computer Reservation System - A passive system that only handled bookings - **Main Functions:** - System looks into database for flight availability. - Checks fare and rules. - Creation of a PNR (Passenger name Record) - Itinerary - Passenger name - Contact Details (Phone) - Date Ticketing-Received From - Fare-SSR/OSI - Seat (In red-mandatory Parts) N.B. Each GDS adheres to these rules! - Issue of tickets (Traditional or E-Ticket) #### **Characteristics of Major GDSs** **Core GDS Functions** - Availability - Booking Request - Passenger Information - Rates and Conditions - E-ticketing & itinerary management **Secondary GDS Functions** - Booking Ancillary Services - Passenger Document Requirements - Integrated Travel management - Decision Support Systems - Financial Management - E-Commerce Tools - Corporate Travel Management - Communication & Scheduling #### **Introduction te Passenger Name Record** 1. Passenger’s name 8. ticket Reservation number 2. Route 9. Record Locator 3. Ticket number 10. Ticket Restrictions) 4. Flight number 11. Fare Basis 5. Ticket Booking Class 12. Baggage Allowance 6. Date of Journey 13. Endorsements 7. Local Departure Timetable 14. Payment Conditions #### **PNR Mandatory Elements** - **Passenger Name Record (PNR)** contails details of a passenger's reservation and other information related to a passenger's trip. - **PNR contain 5 mandatory elements:** 1. **Name** - contains first name and surname of the passenger. 2. **Itinerary** - Contains flight segment, hotel, car, cruise, tour or ground transpo. 3. **Contact** - contains contacts of the passenger or travel agency such as phone, email, or Etc. 4. **Ticketing** - determines the date when the ticket is going to be issued or applying ticketing time limit. 5. **Received from** - determines who has done the changes in PNR - **Cabin Class Codes:** - F-First - W-Economy / Coach Premium - C- Club (Business), - Y- Economy #### **Destination Information** - refers to all the essential details about a particular location that tourists, travelers or visitors might need to know before visiting. It includes comprehensive data such as destination facilities, reservation, and other details that helps individuals plan their trips, understand what to expect and navigate the destination efficiently #### **Source of Destination Information** - **Types of Sources** - **Primary Sources** - firsthand accounts or data from people who have directly experienced a place. - **Secondary sources,** - like travel blogs, reviews, or academic studies, help provide insights and perspective from others who have experienced a place. #### **Online Platforms** - serve as a bridge connecting users to information by offering a centralized location where people can easily search, discover and access a wide range of content, products and services. #### **Government and NGO reports** - are considered source to destination information because they provide structured insights and data that trace a clear path from the origin of an issue to its resolutions or impacts. #### **Travel Agencies and Tour Operators** - gather a lot of info about destinations from an issue to its resolutions or impacts. - their experiences w/ customers and their own travels. #### **Importance of Destination Information** - **Informed Decision Making/** - Travelers rely on accurate destination info to make choices about where to go, stay and what to do. - **Marketing Strategies** - Destination marketers analyze data about different groups of people to create targeted campaigns that appeal to their interests and preferences. - **Cultural Awareness** - means knowing about the customs, traditions, and values of the places you visit. - **Economic Impact** - Accurate data on tourism can influence local economies by guiding investment and development in tourism infrastructure. #### **Labor Division in Tourism** #### **Hospitality Sector** - **Purpose:** To provide comfort, nourishment, and a welcoming environment for travelers. - **Function:** ensure that tourists have high-quality accommodations and dining experiences to their guest #### **Travel Services** - **Purpose:** Includes travel agencies and tour operators that facilitate travel arrangement - **Function:** organize the travel experience - **Transportation** - **Purpose:** various way to travel - **Functions:** create jobs: airline staff, taxi drivers, etc #### **Attractions and Entertainment** - **Purpose:** fun places and activities that people make their visit enjoyable - **Function:** Supports employment in creative offerings available at a particular destination. #### **Food and Beverage Services Under Destination information, refers to the dining and hospitality this information helps travelers make informed choices about where and how to experience the local cuisine, ambiance and service Culture.** #### **Food Production under Destination information, focuses on how a region’s agricultural practice, culinary traditions, and local ingredients shape its food identity. This information provides travelers with insights into the origins of the food they enjoy and adds depth to their cultural experience.** #### **Travel Agency and Tour operator under Destination Information both play crucial roles in the tourism industry by addressing different customer needs and contributing to seamless travel experiences. Despite their differences in function and focus, both contribute to the overall growth and efficiency of the travel and tourism industry.** ###### **TRAVEL DOCUMENTATION** - **Non-Air Travel Documentation** - > booking travel documentation, including tour operators, car hire, and accommodation establishments (land and sca) - **Air Travel Documentation** - > Specifically for travelling by airplane #### **Correctly Identify all Customer Details** - Yensure that the details relating to customers are correct. #### **Identify Deadline for preparation and Dispatch of Documents** > for pre-paid travel arrangements are provided to the customer only after the customer has paid in full for these arrangements. #### **Identify and correctly Interpret details of Specific products and Services which have been sold and Confirmed to the Customer** - \>most travel arrangements, a range of non-air products and services will be booked as part of the whole package. #### **Checking Specific product/service Information** - **Important** that all details of travel arrangements are Checked and accurate. - **Information included in specific non-air products and services.** #### **Common Errors to Documentation** - **Names and Titles** - **Times** - **Dates and Days of travel"** - **Details of Booking** #### **Types of products and services sold** 1. **Car Hire** - Company - Category, type - Pick-up and drop-off depots - Pick-up and prop-off dates and times - Inclusions, for ex. unlimited kilometres, insurance - Special requests (baby seat, GPS) 2. **Hotel Accommodation** - Property name and location - Room type and category - Number of nights / in and out dates - Inclusions - meals, arrivals drinks - Special request - cot, double bed 3. **TOUR** - Name and Duration - Start date and location - End date and location - Accommodation - Extra Services - if applicable - transfers, pre/Post tour hotel accommodation. #### **Cruise** - name of the ship and voyage number - Embarkation date and port - Grade/ category and cabin type and number - **Tranffers** - Type of transfer- private car , seat in coach, airport shuttle - Pick-up date, time and location and drop-off location. #### **Passes** - Name of pass - Duration and type of pass - Valid from date - Valid to date #### **Identify Confirmed Booking, held for Customers and costs Quoted by product and service Suppliers.** - 7One vital step when arranging documentation relating to a client's travel arrangements is to identify products and services that have been booked and to identify costs. #### **Types of Supplier** - **Principal Suppliers** - Wholesalers / Tour Operator - Inbound Tour Operators - Airlines, Coach Companies and Rail - Retail Agents - Ticket Consolidators - State and Regional Tourism Authorities - Conference, event, and incentive Companies #### **Identify Confirmed Bookings. and confirmations from product supplier to the travel agent will specify:** - The travel Agent detail - The passenger names - The products or services booked - The status of the items - The gross price and the net amount - The commission expressed as a % and a peso amount. #### **IDENTIFY COSTS** - **Car Hire** - per total rental duration w/ specified inclusions - One 24 hour period equals one day - the products or services booked - Additional Changes (usually pay direct) - **Hotel Accommodation** - per person per night -hotel - per night per unit - villa’s, units - Extra bed charge per night - Children (Infants are often free of charge in same room. - **TOUR** - Per senior pensioner per tour - Per adult per tour - Per child per tour - Infant are often free - **Cruise** - per person per cabin based on 2 or more passengers - Extra charge for sole use of cabin #### **Transfers** - per person per transfer e.g. seat in coach - Per transfer eg. private limousine. #### **Passes** - per pass - Adult/Child / senior. - buration - 3day / 15 day #### **Identify Source of Info:** - **General Information** - Timetables - Brochures - price schedules - Database of product suppliers and their detail - Contracts w/ suppliers, providers,. and carriers - Computerized reservation systems - Internet sites - Visa Guides #### **provided by travel Organisations/** - Website information - Internal office Resources #### **Check Ticket Fares and Condition 4** - Important that both travel operators and customers have an understanding of how there apply to them. #### **Ensures Accurate Costings** - 7A travel operator it is important that airfares booked on behalf of the customer are compiled accurately- - This includes ensuring accurate: - Air fares - Taxes #### **Processing Air ticket Payments** - **Paying Air Ticket:** - suppliers and the airline is paid only once the air tickets are issued. - timing for the issue of air ticket; ticked time limit set by the airline. #### **Types of Payments** - Passenger’s Credit Card (CCCF) - Billing Settlement Man - Ticket Consolidator #### **Ensure Relevant Airfare Info:** - **Regulations:** - each country may have their own rules and regulations - **Regulations Governing the Issuance of ticket may include:** - International Air Transport Association (IATA) requirements. and procedures. - Billing and Settlement Plan (BCP) requirements #### **Process Air Tickets:** - **2 types:** - E-ticket issued online using an online airline travel agent website. - E-ticket issued via CRS/GDS or third party. #### **Process Refunds** - this may happen at any time: - Pre departure - Post Departure - Customer requests a change - amendiment or Cancellation of product or services. #### **Make Copies of Documents** - ymake copies whether in hard or electronic copy - electronic or hard copy documents sent by supplier. - In-house’ produced, electronic or hard copy doc. #### **Air Travel Documentation** - **Types of Air Documentation:** - Tickers - Miscellaneous charge orders - Credit card charge forms - Exchange tickets - Reservation alternations and re-validation stickers - Pre-paid tickett advices #### **Types of Air Related ticket** - Domestic - International - Four stage tickets - Conjuction tickets #### **Identify Deadline for preperation and Dispatch of Air Related Documents** - not issued until they have been paid for in full. - ticketing deadline is called the ticket time limit - some are instantanears purchase (low cost carrier) #### **Identify Passenger Info** - Passenger name details - Home address - Credit card details - Credit card billing address - Home address and email address for delivery of air doc. - Telephone contact numbers #### **Understand Customer Hineraries** - Airline or Combination of airlines - Flight numbers - Origin and destination - Date of booking - Flight numbers - Date of travel - Date of Departure - Time of travel. - Destinations - Routing - Code share flights - Class of Travel - (topovers - mileage restrictions. - minimum and maximum stays - Ticketing time limit - payment Conditions. - Taxes #### **Check Ticket Fares and Condition 4** - Important that both travel operators and customers have an understanding of how there apply to them. #### **Ensures Accurate Costings** - 7A travel operator it is important that airfares booked on behalf of the customer are compiled accurately- - This includes ensuring accurate: - Air fares - Taxes #### **Processing Air ticket Payments** - **Paying Air Ticket** - suppliers and the airline is paid only once the air tickets are issued. - timing for the issue of air ticket; ticked time limit set by the airline. #### **Types of Payments** - Passenger’s Credit Card (CCCF) - Billing Settlement Man - Ticket Consolidator #### **Ensure Relevant Airfare Info:** - **Regulations:** - each country may have their own rules and regulations - **Regulations Governing the Issuance of ticket may include:** - International Air Transport Association (IATA) requirements. and procedures. - Billing and Settlement Plan (BCP) requirements #### **Process Air Tickets:** - **2 types:** - E-ticket issued online using an online airline travel agent website. - E-ticket issued via CRS/GDS or third party. #### **Process Refunds** - this may happen at any time: - Pre departure - Post Departure - Customer requests a change - amendiment or Cancellation of product or services. #### **Check Payment Status** - tourism industry must be able to handle varied Financial transactions: - Receiving money from customers - Processing payments for goods and services purchased for customers and office - Handling refunds #### **Handle Discrepancies (money owing and payments made)** - Reasons for discrepancies - Under Collections from the customer - Over collections from the customer #### **Identifying Travel Company Documents and Materials** - 7 all travel companies and organisations design and produce business documents to communicate and organise info. - Flight Itinerary - Itinerary Updates - Confirmation Letters, - Final Itinerary - Welcome home letters - Insurance Policies - Receipts - Rail (coach tickets (e-tickets) - maps - Visa Forms - Car hotel / tour Vouchers - Customs and Immigration Forms - Dossier - Passport Forms - Refund Letter Credit #### **Identify any operational Documents required by Personnel involved in Delivering the Tourism Product** - 7 From retail travel agents perspective, there are a number of operational documents that may need to be provided to the passenger or the product supplier. #### **Types of Documentation** - Actual Pass - An exchange voucher (document, #### **Accompaniments to Travel Documents** - ycustomer provides is often simply pieces of paper. #### **Make Copies of Documents** - ymake copies whether in hard or electronic copy - electronic or hard copy documents sent by supplier. - In-house’ produced, electronic or hard copy doc. #### **Air Travel Documentation** - **Types of Air Documentation:** - Tickers - Miscellaneous charge orders - Credit card charge forms - Exchange tickets - Reservation alternations and re-validation stickers - Pre-paid tickett advices #### **Types of Air Related ticket** - Domestic - International - Four stage tickets - Conjuction tickets #### **Identify Deadline for preperation and Dispatch of Air Related Documents** - not issued until they have been paid for in full. - ticketing deadline is called the ticket time limit - some are instantanears purchase (low cost carrier) #### **Identify Passenger Info** - Passenger name details - Home address - Credit card details - Credit card billing address - Home address and email address for delivery of air doc. - Telephone contact numbers #### **Understand Customer Hineraries** - Airline or Combination of airlines - Flight numbers - Origin and destination - Date of booking - Flight numbers - Date of travel - Date of Departure - Time of travel. - Destinations - Routing - Code share flights - Class of Travel - (topovers - mileage restrictions. - minimum and maximum stays - Ticketing time limit - payment Conditions. - Taxes #### **Check Ticket Fares and Condition 4** - Important that both travel operators and customers have an understanding of how there apply to them. #### **Ensures Accurate Costings** - 7A travel operator it is important that airfares booked on behalf of the customer are compiled accurately- - This includes ensuring accurate: - Air fares - Taxes #### **Processing Air ticket Payments** - **Paying Air Ticket:** - suppliers and the airline is paid only once the air tickets are issued. - timing for the issue of air ticket; ticked time limit set by the airline. #### **Types of Payments** - Passenger’s Credit Card (CCCF) - Billing Settlement Man - Ticket Consolidator #### **Ensure Relevant Airfare Info:** - **Regulations:** - each country may have their own rules and regulations - **Regulations Governing the Issuance of ticket may include:** - International Air Transport Association (IATA) requirements. and procedures. - Billing and Settlement Plan (BCP) requirements #### **Process Air Tickets:** - **2 types:** - E-ticket issued online using an online airline travel agent website. - E-ticket issued via CRS/GDS or third party. #### **Process Refunds** - this may happen at any time: - Pre departure - Post Departure - Customer requests a change - amendiment or Cancellation of product or services. #### **Check Payment Status** - tourism industry must be able to handle varied Financial transactions: - Receiving money from customers - Processing payments for goods and services purchased for customers and office - Handling refunds #### **Handle Discrepancies (money owing and payments made)** - Reasons for discrepancies - Under Collections from the customer - Over collections from the customer #### **Identifying Travel Company Documents and Materials** - 7 all travel companies and organisations design and produce business documents to communicate and organise info. - Flight Itinerary - Itinerary Updates - Confirmation Letters, - Final Itinerary - Welcome home letters - Insurance Policies - Receipts - Rail (coach tickets (e-tickets) - maps - Visa Forms - Car hotel / tour Vouchers - Customs and Immigration Forms - Dossier - Passport Forms - Refund Letter Credit #### **Identify any operational Documents required by Personnel involved in Delivering the Tourism Product** - 7 From retail travel agents perspective, there are a number of operational documents that may need to be provided to the passenger or the product supplier. #### **Types of Documentation** - Actual Pass - An exchange voucher (document, #### **Accompaniments to Travel Documents** - ycustomer provides is often simply pieces of paper. #### **Make Copies of Documents** - ymake copies whether in hard or electronic copy - electronic or hard copy documents sent by supplier. - In-house’ produced, electronic or hard copy doc. #### **Air Travel Documentation** - **Types of Air Documentation:** - Tickers - Miscellaneous charge orders - Credit card charge forms - Exchange tickets - Reservation alternations and re-validation stickers - Pre-paid tickett advices #### **Types of Air Related ticket** - Domestic - International - Four stage tickets - Conjuction tickets #### **Identify Deadline for preperation and Dispatch of Air Related Documents** - not issued until they have been paid for in full. - ticketing deadline is called the ticket time limit - some are instantanears purchase (low cost carrier) #### **Identify Passenger Info** - Passenger name details - Home address - Credit card details - Credit card billing address - Home address and email address for delivery of air doc. - Telephone contact numbers #### **Understand Customer Hineraries** - Airline or Combination of airlines - Flight numbers - Origin and destination - Date of booking - Flight numbers - Date of travel - Date of Departure - Time of travel. - Destinations - Routing - Code share flights - Class of Travel - (topovers - mileage restrictions. - minimum and maximum stays - Ticketing time limit - payment Conditions. - Taxes #### **Check Ticket Fares and Condition 4** - Important that both travel operators and customers have an understanding of how there apply to them. #### **Ensures Accurate Costings** - 7A travel operator it is important that airfares booked on behalf of the customer are compiled accurately- - This includes ensuring accurate: - Air fares - Taxes #### **Processing Air ticket Payments** - **Paying Air Ticket:** - suppliers and the airline is paid only once the air tickets are issued. - timing for the issue of air ticket; ticked time limit set by the airline. #### **Types of Payments** - Passenger’s Credit Card (CCCF) - Billing Settlement Man - Ticket Consolidator #### **Ensure Relevant Airfare Info:** - **Regulations:** - each country may have their own rules and regulations - **Regulations Governing the Issuance of ticket may include:** - International Air Transport Association (IATA) requirements. and procedures. - Billing and Settlement Plan (BCP) requirements #### **Process Air Tickets:** - **2 types:** - E-ticket issued online using an online airline travel agent website. - E-ticket issued via CRS/GDS or third party. #### **Process Refunds** - this may happen at any time: - Pre departure - Post Departure - Customer requests a change - amendiment or Cancellation of product or services. #### **Check Payment Status** - tourism industry must be able to handle varied Financial transactions: - Receiving money from customers - Processing payments for goods and services purchased for customers and office - Handling refunds #### **Handle Discrepancies (money owing and payments made)** - Reasons for discrepancies - Under Collections from the customer - Over collections from the customer #### **Identifying Travel Company Documents and Materials** - 7 all travel companies and organisations design and produce business documents to communicate and organise info. - Flight Itinerary - Itinerary Updates - Confirmation Letters, - Final Itinerary - Welcome home letters - Insurance Policies - Receipts - Rail (coach tickets (e-tickets) - maps - Visa Forms - Car hotel / tour Vouchers - Customs and Immigration Forms - Dossier - Passport Forms - Refund Letter Credit #### **Identify any operational Documents required by Personnel involved in Delivering the Tourism Product** - 7 From retail travel agents perspective, there are a number of operational documents that may need to be provided to the passenger or the product supplier. #### **Types of Documentation** - Actual Pass - An exchange voucher (document, #### **Accompaniments to Travel Documents** - ycustomer provides is often simply pieces of paper. #### **Make Copies of Documents** - ymake copies whether in hard or electronic copy - electronic or hard copy documents sent by supplier. - In-house’ produced, electronic or хард copy doc. #### **Air Travel Documentation** - **Types of Air Documentation:** - Tickers - Miscellaneous charge orders - Credit card charge forms - Exchange tickets - Reservation alternations and re-validation stickers - Pre-paid tickett advices #### **Types of Air Related ticket** - Domestic - International - Four stage tickets - Conjuction tickets #### **Identify Deadline for preperation and Dispatch of Air Related Documents** - not issued until they have been paid for in full. - ticketing deadline is called the ticket time limit - some are instantanears purchase (low cost carrier) #### **Identify Passenger Info** - Passenger name details - Home address - Credit card details - Credit card billing address - Home address and email address for delivery of air doc. - Telephone contact numbers #### **Understand Customer Hineraries** - Airline or Combination of airlines - Flight numbers - Origin and destination - Date of booking - Flight numbers - Date of travel - Date of Departure - Time of travel. - Destinations - Routing - Code share flights - Class of Travel - (topovers - mileage restrictions. - minimum and maximum stays - Ticketing time limit - payment Conditions. - Taxes #### **Check Ticket Fares and Condition 4** - Important that both travel operators and customers have an understanding of how there apply to them. #### **Ensures Accurate Costings** - 7A travel operator it is important that airfares booked on behalf of the customer are compiled accurately- - This includes ensuring accurate: - Air fares - Taxes #### **Processing Air ticket Payments** - **Paying Air Ticket:** - suppliers and the airline is paid only once the air tickets are issued. - timing for the issue of air ticket; ticked time limit set by the airline. #### **Types of Payments** - Passenger’s Credit Card (CCCF) - Billing Settlement Man - Ticket Consolidator #### **Ensure Relevant Airfare Info:** - **Regulations:** - each country may have their own rules and regulations - **Regulations Governing the Issuance of ticket may include:** - International Air Transport Association (IATA) requirements. and procedures. - Billing and Settlement Plan (BCP) requirements #### **Process Air