Construct and ticket domestic airfares
D2.TTA.CL2.06
Trainee Manual
Construct and ticket
domestic airfares
D2.TTA.CL2.06
Trainee Manual
Project Base
William Angliss Institute of TAFE
555 La Trobe Street
Melbourne 3000 Victoria
Telephone:
(03) 9606 2111
Facsimile:
(03) 9670 1330
Acknowledgements
Project Director:
Project Manager
Chief Writer:
Subject Writer:
Editor:
DTP/Production:
Wayne Crosbie
Jim Irwin
Alan Hickman
Dianne Whelan
Jim Irwin
Daniel Chee, Mai Vu, Cindy Curran
The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member
States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar,
Philippines, Singapore, Thailand and Viet Nam.
The ASEAN Secretariat is based in Jakarta, Indonesia.
General Information on ASEAN appears online at the ASEAN Website: www.asean.org.
All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development
for Tourism Labour Divisions for Travel Agencies and Tour Operations”.
This publication is supported by the Australian Government’s aid program through the ASEAN-Australia
Development Cooperation Program Phase II (AADCP II).
Copyright: Association of Southeast Asian Nations (ASEAN) 2015.
All rights reserved.
Disclaimer
Every effort has been made to ensure that this publication is free from errors or omissions. However, you
should conduct your own enquiries and seek professional advice before relying on any fact, statement or
matter contained in this book. The ASEAN Secretariat and William Angliss Institute of TAFE are not
responsible for any injury, loss or damage as a result of material included or omitted from this course.
Information in this module is current at the time of publication. Time of publication is indicated in the date
stamp at the bottom of each page.
Some images appearing in this resource have been purchased from stock photography suppliers
Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable and
non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art and
Media Library. Some images have been provided by and are the property of William Angliss Institute.
Additional images have been sourced from Flickr and SXC and are used under Creative Commons
licence: http://creativecommons.org/licenses/by/2.0/deed.en
File name: TM_Construct_&_ticket_domestic_airfares_020415
Table of contents
Introduction to trainee manual ............................................................................................... 1
Unit descriptor ....................................................................................................................... 3
Assessment matrix ................................................................................................................ 5
Glossary................................................................................................................................ 7
Element 1: Confirm client requirements for domestic air travel ........................................... 11
Element 2: Interpret domestic airfare information ............................................................... 31
Element 3: Construct and cost itinerary for domestic air travel ........................................... 73
Element 4: Process documentation for domestic air travel ................................................. 85
Presentation of written work .............................................................................................. 103
Recommended reading ..................................................................................................... 105
Trainee evaluation sheet ................................................................................................... 107
Trainee self-assessment checklist..................................................................................... 109
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Trainee Manual
Construct and ticket domestic airfares
© ASEAN 2015
Trainee Manual
Construct and ticket domestic airfares
Introduction to trainee manual
Introduction to trainee manual
To the Trainee
Congratulations on joining this course. This Trainee Manual is one part of a ‘toolbox’ which is
a resource provided to trainees, trainers and assessors to help you become competent in
various areas of your work.
The ‘toolbox’ consists of three elements:

A Trainee Manual for you to read and study at home or in class

A Trainer Guide with Power Point slides to help your Trainer explain the content of the
training material and provide class activities to help with practice

An Assessment Manual which provides your Assessor with oral and written questions
and other assessment tasks to establish whether or not you have achieved competency.
The first thing you may notice is that this training program and the information you find in the
Trainee Manual seems different to the textbooks you have used previously. This is because
the method of instruction and examination is different. The method used is called
Competency based training (CBT) and Competency based assessment (CBA). CBT and
CBA is the training and assessment system chosen by ASEAN (Association of South-East
Asian Nations) to train people to work in the tourism and hospitality industry throughout all
the ASEAN member states.
What is the CBT and CBA system and why has it been adopted by ASEAN?
CBT is a way of training that concentrates on what a worker can do or is required to do at
work. The aim is of the training is to enable trainees to perform tasks and duties at a
standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes
(or recognise the ones the trainee already possesses) to achieve the required competency
standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type
of worker that industry is looking for and this therefore increases trainees chances of
obtaining employment.
CBA involves collecting evidence and making a judgement of the extent to which a worker
can perform his/her duties at the required competency standard. Where a trainee can
already demonstrate a degree of competency, either due to prior training or work
experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to
recognise this. Please speak to your trainer about RPL if you think this applies to you.
What is a competency standard?
Competency standards are descriptions of the skills and knowledge required to perform a
task or activity at the level of a required standard.
242 competency standards for the tourism and hospitality industries throughout the ASEAN
region have been developed to cover all the knowledge, skills and attitudes required to work
in the following occupational areas:

Housekeeping

Food Production

Food and Beverage Service

Front Office
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Introduction to trainee manual

Travel Agencies

Tour Operations.
All of these competency standards are available for you to look at. In fact you will find a
summary of each one at the beginning of each Trainee Manual under the heading ‘Unit
Descriptor’. The unit descriptor describes the content of the unit you will be studying in the
Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and
‘Performance Criteria”. An element is a description of one aspect of what has to be achieved
in the workplace. The ‘Performance Criteria’ below each element details the level of
performance that needs to be demonstrated to be declared competent.
There are other components of the competency standard:

Unit Title: statement about what is to be done in the workplace

Unit Number: unique number identifying the particular competency

Nominal hours: number of classroom or practical hours usually needed to complete the
competency. We call them ‘nominal’ hours because they can vary e.g. sometimes it will
take an individual less time to complete a unit of competency because he/she has prior
knowledge or work experience in that area.
The final heading you will see before you start reading the Trainee Manual is the
‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in at
least 2 – 3 different ways, one of which must be practical. This section outlines three ways
assessment can be carried out and includes work projects, written questions and oral
questions. The matrix is designed to show you which performance criteria will be assessed
and how they will be assessed. Your trainer and/or assessor may also use other assessment
methods including ‘Observation Checklist’ and ‘Third Party Statement’. An observation
checklist is a way of recording how you perform at work and a third party statement is a
statement by a supervisor or employer about the degree of competence they believe you
have achieved. This can be based on observing your workplace performance, inspecting
your work or gaining feedback from fellow workers.
Your trainer and/or assessor may use other methods to assess you such as:

Journals

Oral presentations

Role plays

Log books

Group projects

Practical demonstrations.
Remember your trainer is there to help you succeed and become competent. Please feel
free to ask him or her for more explanation of what you have just read and of what is
expected from you and best wishes for your future studies and future career in tourism and
hospitality.
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Unit descriptor
Unit descriptor
Construct and ticket domestic airfares
This unit deals with the skills and knowledge required to Construct and ticket domestic
airfares in a range of settings within the travel industries workplace context.
Unit Code:
D2.TTA.CL2.06
Nominal Hours:
50
Element 1: Confirm client requirements for domestic air travel
Performance Criteria
1.1 Identify and confirm needs and preferences of client
1.2 Identify and access appropriate resources to enable processing of client requirements
Element 2: Interpret domestic airfare information
Performance Criteria
2.1 Identify and explain domestic airfare information
Element 3: Construct and cost itinerary for domestic air travel
Performance Criteria
3.1 Select carriers to accommodate identified client requirements
3.2 Construct and cost draft itinerary in accordance with host enterprise operational
requirements and identified client requirements
3.3 Obtain approval and authority to proceed with booking/s from client
3.4 Book approved itinerary with nominated carriers
3.5 Obtain payment from client, as required
Element 4: Process documentation for domestic air travel
Performance Criteria
4.1 Prepare required travel documentation to support approved client booking
4.2 Process payment/s made by client
4.3 Issue travel documentation
4.4 Update internal records
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Unit descriptor
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Assessment matrix
Assessment matrix
Showing mapping of Performance Criteria against Work Projects, Written
Questions and Oral Questions
The Assessment Matrix indicates three of the most common assessment activities your
Assessor may use to assess your understanding of the content of this manual and your
performance - Work Projects, Written Questions and Oral Questions. It also indicates
where you can find the subject content related to these assessment activities in the
Trainee Manual (i.e. under which element or performance criteria). As explained in the
Introduction, however, the assessors are free to choose which assessment activities are
most suitable to best capture evidence of competency as they deem appropriate for
individual students.
Work
Projects
Written
Questions
Oral
Questions
Element 1: Confirm client requirements for domestic air travel
1.1
Identify and confirm needs and preferences of
client
1.2
1,2,3
1
1.2
Identify and access appropriate resources to
enable processing of client requirements
3,4
4
2
5-8
5,6,7
3
9-11
8,9
4
Element 2: Interpret domestic airfare information
2.1
Identify and explain domestic airfare
information
Element 3: Construct and cost itinerary for domestic air travel
3.1
Select carriers to accommodate identified
client requirements
3.2
Construct and cost draft itinerary in
accordance with host enterprise operational
requirements and identified client requirements
12
10,11
5
3.3
Obtain approval and authority to proceed with
booking/s from client
13
12,13
6
3.4
Book approved itinerary with nominated
carriers
14
14
7
3.5
Obtain payment from client, as required
15
15,16
8
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Assessment matrix
Work
Projects
Written
Questions
Oral
Questions
16
17,18
9
17,18
19,20
10
Element 4: Process documentation for domestic air travel
4.1
Prepare required travel documentation to
support approved client booking
4.2
Process payment/s made by client
4.3
Issue travel documentation
19
21,22
11
4.4
Update internal records
20
23,24,25
12
6
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Glossary
Glossary
Term
Explanation
Accreditation
A process of qualifying, endorsing and ‘licensing’ entities that
perform certification of business, products processes or services
Administration fee
Fee charged by travel agent / airline for services rendered
Air Documentation
An itinerary and/or E-ticket for air transportation
Amadeus
Amadeus is a computer reservations system (or global
distribution system, since it sells tickets for multiple airlines)
owned by the Amadeus IT Group with headquarters in Madrid,
Spain.
Approval
Either from an airline or credit provider where permission is
given for a transaction to take place
Automated pricing
When an airfare will price from a booking automatically
BSP
Billing and Settlement Plan – airline / travel agency central
clearing house for funds
Cancellation
Discontinue an arrangement (flight etc.). Can be client choice or
airline choice
Commission
The money earned for the sale of products on behalf of a
principal (e.g.: airline)
CRS
Central Reservation System
E- Docs
Electronic documentation for land arrangements
E-ticket
Electronic documentation for airline ticket
Galileo
Galileo is a computer reservations system (CRS) owned by
Travelport.
GDS
Global Distribution System – computerised reservation network
used as a single point of access for travel agents to make airline,
hotel and tour reservations
GMT
Greenwich Mean Time (GMT) has no offset from Coordinated
Universal Time (UTC). This time zone is a standard time zone
and is used in: Europe, Africa, North America, Antarctica.
This time zone is often called Greenwich Mean Time.
Ref - http://www.timeanddate.com/time/aboututc.html
IATA
International Air Transport Association
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Glossary
Term
Explanation
Invoice
Financial statement for arrangements made
Issue ticket
After payment is collected from the client the ticketing process
can occur
Itinerary
Details of a passenger’s travel schedule in date order provided
by a travel agent
Manual pricing
When an airline booking will not auto price the agent will need to
manually manipulate the data to create the airfare
Non-air Documentation
Paper based or E-docs for any travel arrangement that is not air
based
No-show
A passenger who has made a reservation but fails to use or
cancel
Passports
Official documentation certifying the holder’s identity and
citizenship and authorising travel abroad
Pro-forma
A standard document
Quotation
List of components and applicable costs for a proposed holiday
Refund
Reimbursements for services unused
Refund application form
Formal airline application form for refund
Reservation
Confirmation of a booking made within the CRS or GDS
Sabre
The first passenger reservations system offered by Sabre,
installed in 1960
Schedule
Planned list of departures and arrivals of an airline between
cities
Sectors
Each part of an airline booking. It represents one leg of travel
between two cities
SITA
A multinational information technology company providing IT and
telecommunication services to the air transport industry
Stopover
A break in a passenger journey for 24 hours or more
System
Abbreviation for the GDS or CRS
Transaction fee
Similar to an administration fee. A charge made by the airline or
travel agent for services rendered
Transit
A break in a passengers journey to change aircraft, generally
less than 24 hours
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Glossary
Term
Explanation
Travel Visas
Endorsement on a passport allowing entrance to or exit from a
country
Unused ticket
Part or full ticket that has not been used for travel
UTC
UTC – The World's Time Standard
Coordinated Universal Time (UTC) is the basis for civil time
today. This 24-hour time standard is kept using highly precise
atomic clocks combined with the Earth's rotation.
A Standard, Not a Time Zone
UTC is the time standard commonly used across the world. The
world's timing centers have agreed to keep their time scales
closely synchronized – or coordinated - therefore the name
Coordinated Universal Time.
Ref – http://www.timeanddate.com/time/aboututc.html
Visa application
Form that requires completion when applying for a travel visa
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Glossary
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Confirm client requirements for domestic air travel
Element 1:
Confirm client requirements for
domestic air travel
1.1 Identify and confirm needs and preferences of
client
Introduction
With all travel bookings you must first establish the client’s needs and preferences. This is
usually determined by using a good questioning technique that includes the use of both open
and closed questions.
Typical information required
Typical information determined during the sales consultation may include but is not limited
to:

Dates of travel

Destinations

Number of passengers

Class of travel

Passport nationality of traveller

Need for visas for visiting countries

Special requests such as:

Special meals (vegetarian, halal, diabetic and so on)

Seating preference

Frequent flyer memberships

Airline preference
Suggested questions could include:

Where are you interested in travelling to?

When are you thinking of travelling?

Are you looking for a packaged holiday?

How many passengers are travelling?

Which class do you wish to travel in?

Are your dates flexible?

What nationality passport are you travelling on?

How long do you wish to be away?
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
Are you looking for the best value fare?

Is it important to have flexibility in your type of airfare?

Do you wish to have checked baggage?

Is meal service an important part of your airline experience?
Package Airfares
Various wholesalers and package specialists will have their own in-house holiday or
package airfares. These fares are slightly less restrictive than the instant purchase variety
but this flexibility is reflected in the cost.
Packages can be booked via the phone or through the internet with the airline direct: Garuda
Indonesia, Malaysia Airlines, Thai Airways and Vietnam Airlines for example, are
international airlines which also operate domestic routes and offer package airfares in their
home countries.
Packages may also be booked through specialist websites, such as Expedia, Webjet, Fare
Compare, Zuji and Asia Travel.
The operators create and maintain the booking and control for date changes and so on.
The total cost of the package will generally be supplied as a per person cost, however it is
important to understand how the package has been calculated in order to check for errors.
Domestic Holiday Packages
A domestic holiday package is the combination of airfares
and one or more of other tourism products such as
accommodation, car hire and tours. Previously the
industry promoted special ‘holiday’ airfares that could only
be purchased in conjunction with land components.
These fares were less restrictive and were not instant
purchase. The fares are now obsolete due to the strong
competition in the marketplace which has seen the
advent of the instant purchase cheap deals.
Holiday packages can still be purchased however the airfare component of the package is
always instant purchase and in line with the applicable rule for the airfare used. The balance
of the package (land arrangements) can be deposited and paid in full at a later date,
sometime prior to departure, and in accordance with the tour operator payment conditions.
Holiday packages are purchased on behalf of the passenger via a tour operator or what is
often termed a wholesaler. There are many of these and some examples are Expedia,
Webjet, Fare Compare, Zuji and Asia Travel.
Generally, a travel agent will have agreements with various operators (and airlines) which
are generically called preferred arrangements. Most travel agents have these in place and
you should be aware of who and what they are. Selling suppliers with whom you have a
preferred agreement will often secure a higher level of commission for your agency.
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Quotations and advice supplied to client
Once a reservation has been made on behalf of a
passenger the Central Reservation System (explained
further in 1.2) provides the opportunity to be able to quote
the relevant airfare and corresponding booking conditions
that align with that airfare.
It is important to establish during the sales consultation the
parameters of the passenger’s needs. If they need flexibility
in their ticket then it is not a good idea to sell them a
discounted airfare which will have very restrictive rules.
When discussing airfare costs with your passenger ensure you always explain the
corresponding IATA (see Glossary) rules and regulations that they must abide by.
When selling the ‘low cost, no frills’ airlines such as Tiger Airways, Air Asia or Lion Air for
example you may not be able to confirm these bookings via Amadeus. You may need to
make these reservations directly with the airline via their website. When processing a
booking this way, you will need to use the passengers own credit card for payment and not
your agency one. In most instances the credit card holder must actually be one of the
travelling parties.
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1.2 Identify and access appropriate resources to
enable processing of client requirements
Introduction
So that we are able to interpret information in relation to
airline schedules and fares we need to look at the
terminology used in the industry.
It is essential to know and understand relevant terminology
to assist you in becoming more efficient and effective as a
travel consultant, and save valuable time when making
reservations.
The best way to learn this information is by memorising and using it.
Your awareness of general passenger information will enhance your client service levels and
ensure the best possible outcome for your clients and your agencies bottom line.
Common terms
The following terms are commonly used in domestic air transportation:
Boarding pass
Given to passengers upon check-in when all formalities have been
completed in the check-in process and the flight coupon has been
removed from the ticket. For Electronic ticket passengers, a boarding
pass is given after their reservation details have been verified at the
check-in counter. It will specify the class of travel, seat number, frequent
flyer membership numbers, departure gate and other details pertaining to
the reservation.
Baggage allowance
The amount of baggage permitted to be transported free of charge for
the passenger.
BSP
Billing Settlement Plan.
Carrier
A specific airline e.g. Royal Brunei, Silk Air, Angkor Air, Jetstar, Tiger.
Charter airline
The term used for a charter; a non-regular or one off flight.
Check-in
Formality for passengers to complete upon arrival at the airport.
Generally it will be 45 minutes prior to a domestic flight departure and
two to three hours prior for an international departure.
Configuration
The seating plan within an aircraft.
Connecting flight
A flight requiring passengers to change aircraft en-route as part of the
itinerary.
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CRS
Central Reservation System.
Direct flight
A flight which might land between origin and destination for passenger
pickup/ drop-off purposes, or refuelling. There is no change of aircraft or
flight number.
Non-stop flight
A direct flight which does not land between origin and destination.
E-ticketing
Electronic air ticket. Passengers check-in at the airport and produce
photo identification for verification.
GDS
Global Distribution System.
GMT
Greenwich Mean Time (GMT) has no offset from Coordinated Universal
Time (UTC). Ref - http://www.timeanddate.com/time/aboututc.html
Interline Transfer
A transfer from the service of one carrier to the service of another carrier.
On-line Transfer
Transfer from the service of one carrier to another service of the same
carrier.
IATA
International Air Transport Association
Interstate
Travel between different states.
Intrastate
Travel within a state.
Minimum
Connecting Time
The minimum amount of time needed to make a connection between two
flights.
Multi-Purpose
Document
One coupon document issued for excess baggage, refund, land
arrangements or further transportation.
Transit point
An intermediate point between origin and destination where the
passenger changes flights, or spends the day, but does not stay
overnight.
Transit passenger
Passenger who interrupts a journey either voluntarily or involuntarily, but
does not stay overnight.
Transfer
(when booking
Package Holidays
A ground transportation service provided between airport and city, or
airport and accommodation.
Transfer
Occurs when a passenger changes flights at a connecting airport.
(when booking flight
itineraries only)
A transfer involves a change of flight number and aircraft on the same
day or first possible connecting flight.
No-Show
Passenger holding a confirmed reservation that does not check-in for the
flight and does not cancel.
Open Ticket
A ticket which contains an open dated flight coupon. The passenger has
paid for the sector and will use the coupon at a later date.
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PNR
Passenger Name Record in a Reservation System.
PTA
Pre-paid ticket advice.
Reconfirmation
Process for passengers to confirm their plans to travel directly
with the airline/hotel etc.
RELOC
Record Locator. The 5 or 6 number and/or letter airline booking
reference.
Stopover
A stop of 24 hours or more in anyone city.
Wait-listed sector
The client does not have a confirmed seat. The flight is fully sold and the
passenger is waiting for a cancellation.
Unaccompanied
Minor
A child travelling without a parent or care giver, who therefore requires
airline assistance and supervision. The age of unaccompanied minors
varies according to airline and destination.
UTC
UTC – The World's Time Standard
Coordinated Universal Time (UTC) is the basis for civil time today. This
24-hour time standard is kept using highly precise atomic clocks
combined with the Earth's rotation.
A Standard, Not a Time Zone
UTC is the time standard commonly used across the world. The world's
timing centres have agreed to keep their time scales closely
synchronized - or coordinated - therefore the name Coordinated
Universal Time.
Ref - http://www.timeanddate.com/time/aboututc.html
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Identify and access sources of fare information.
Information in relation to domestic airfares is primarily sourced electronically, using a CRS
Central Reservation System or an Airline Travel Agent Website. The CRSs most commonly
used are Sabre, Amadeus and Galileo.
Sabre
http://www.sabre.com/index.php/about/our-history
The first passenger reservation system
The first passenger reservations system offered by Sabre,
installed in 1960, marked a dramatic leap forward for the
airline industry, automating one of its key business areas. In
the following years, Sabre Airline Solutions® pioneered
technological advances in areas such as revenue
management, pricing, flight scheduling, cargo, flight
operations and crew scheduling. And not only did we help
invent electronic commerce for the travel industry, we hold claim to progressive solutions
that defined – and continue to modernize – the travel and transportation marketplace.
Amadeus
From Wikipedia, the free encyclopedia
Amadeus is a computer reservations system (or global distribution system, since it sells
tickets for multiple airlines) owned by the Amadeus IT Group with headquarters in Madrid,
Spain. The central database is located at Erding, Germany. The major development centres
are located in Bangalore (India), Sophia Antipolis (France) and Boston (United States). In
addition to airlines, the CRS is also used to book train travel, cruises, car rental, ferry
reservations, and hotel rooms. Amadeus also provides New Generation departure control
systems to airlines.[1] Amadeus IT Group is a transaction processor for the global travel and
tourism industry. The company is structured around two key related areas – its global
distribution system and its IT Solutions business area.
Amadeus is a member of IATA, OTA and SITA. Its IATA airline designator code is 1A.
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Galileo
From Wikipedia, the free encyclopedia
Galileo is a computer reservations system (CRS) owned by Travelport. As of 2002, it had a
26.4% share of worldwide CRS airline bookings.[1]
In addition to airline reservations, the Galileo CRS is also used to book train travel, cruises,
car rental, and hotel rooms.
The Galileo system was moved from Denver, Colorado, to the Worldspan datacenter in
Atlanta, Georgia, on September 28, 2008, following the 2007 merger of Travelport and
Worldspan (although they now share the same datacenter, they continue to be run as
separate systems).
Galileo is subject to the Capps II and its successor Secure Flight program for the selection of
passengers with a risk profile.
Galileo is a member of the International Air Transport Association (IATA), OpenTravel
Alliance and of SITA.
The training provided in the use of these various systems (Sabre, Amadeus and Galileo) will
equip you to source airfares and their rules. In addition, you will require an understanding of
the terminology used in the travel industry and the ability to interpret industry jargon and
decode data.
To illustrate, here is an example of an electronic fare display sourced from Galileo for
Qantas Airways for fares from Melbourne to Sydney.
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Domestic air fares can also be sourced via the internet using an approved Agents Airline
Website
Having clicked on the ‘Travel Agents’ tab an agent login screen will appear as shown in the
following examples for Scoot, Jetstar Asia and Lion Air
Agent login tab
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Travel agent login screen
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Travel agent Tab
Travel agent login screen
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Travel Agent Tab
Travel agent login screen
In order to decipher an air itinerary, its fare and rules, we must know what the various codes
mean and understand the basic protocols used (worldwide) within the airline and travel
industry. These will be discussed throughout your training and in this manual.
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Check availability and scheduled times in system
Before being able to make a reservation for your passenger you will need to establish if the
flight of their choice is available.
Understanding all the various airline and city codes that are used within a GDS will assist
you in making reservations for your passengers. Within the Galileo system just like with all
the other GDS operating worldwide, individual airline and city codes can be found with a few
simple key stokes, so don’t worry that you have to remember every one. It is recommended
to remember by heart the most common city and airline codes that are used within your
agency.
The airline availability display in the system will show all the available seats and
corresponding fares. It is important to understand that each letter of the alphabet showing in
the availability display represents a particular fare type.
For example, the following is a screen shot for a flight from Denpasar to Jakarta using the
Galileo CRS for Friday 15 May flying one way.
The different letters of the alphabet represent the different airfares available for sale. Each
one will have different rules and regulations.
Row 4 shows no Business class seats (letters J, C and D) available and only specific
economy class seats.
Whereas row 5 shows seats available across all ticket prices and class.
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You may notice that most of these economy fare seats show 9 seats available. It is common
practice within all the GDS worldwide to show a maximum of 9 seats for sale at one time.
This does not mean that there is only 9 seats left, what it represents is the maximum number
of passengers that can be booked within one reservation. Should the number ever fall below
9 then it is representative of the actual number of seats left at that fare.
As a general rule of thumb, the first letter represents the most expensive and most flexible
fare, as the letters move across the page they become less expensive and far less flexible.
Status Codes
When looking at a passenger’s reservation in the CRS system, there are various codes used
to indicate the status of the flight segments within the client’s reservation. This status code is
also entered in the STATUS box on the passenger’s ticket.
The status code for a particular segment within a passenger booking will indicate if the seat
is confirmed or not. It is either confirmed, waitlisted or on request.
When issuing a ticket you need to recognize the status of the flights that you are going to
ticket and understand if the seat is confirmed or not. Status codes are standard across the
airline and travel industry and are used in all CRS and GDSs. These are some of the more
common ones.
Status
Code
Confirmed
OK – Ticket code
Confirmed
HK – Computer code
Confirmed
KK – Computer code
Request
RQ – Ticket code
Waitlist
LL – Computer code
Waitlist
WL – Computer code
Confirmed from
Waitlist
KL – Computer code
Pending need
PN – Computer code
Sold from Status
SS – Computer code
Holding Waitlist
HL – Computer code
Need or on request
NN – Computer code
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Bookings made using an online Travel Agent Website do not use status codes and will
instead flag the segment as confirmed. The example below
To illustrate, here is an example of a Galileo PNR which shows the status of the flight as HK.
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Passenger names
Passenger names are always reflected in the booking and on the air ticket thus: FAMILY
NAME/ FIRST NAME/TITLE e.g. JONES/SAMANTHA/MISS
If you have used a CRS or GDS to create and price a booking, the name and the title of the
passengers would be entered using the prescribed format above with no spaces. Family
names that are hyphenated e.g. Parker-Bowles, are entered WITHOUT the hyphen i.e.
Parkerbowles/Jane/Mrs
Passenger names and titles created using one of the
Airline Travel Agent Websites will ask you to enter the
name using purpose specific fields and a drop-down
menu to select the title. Never the less, the name on
the passenger document (E-ticket) may still be
reflected using the IATA protocol which is FAMILY
NAME/FIRST NAME/TITLE. In other instances (airline
dependant) the name on the E-ticket will appear
conventionally i.e. Mrs Susan Hunter.
Passenger title codes
Name
Code
Name
Code
Dame
DAME
MS
MS
Doctor
DR
Professor
PROF
Honorable
HON
Right Honorable
RT HON
Lady
LADY
Senator
SEN
Lord
LORD
Sir
SIR
Master
MSTR
Sister
SR
Miss
MISS
Reverend
REV
Mr
MR
Father
FR
Mrs
MRS
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Quotations supplied to clients
Domestic airfares sold through CRS will be quoted in the monetary unit of the country or
USD.
If you are using a CRS or Agent Airline website to construct an air itinerary and to provide a
fare quote for a client, the data or information provided will always be up to date at the time
that the quote is sourced and there is provision to print an itinerary which includes the price
of the airfare and the taxes. It does not however include the fare rules and conditions in
relation to the airfare and you should be careful to provide these to your passenger.
The breakdown of fares and taxes are detailed during the book and/or quote process but
before the payment details are required to be input.
Remember domestic airfares are a moving target, are subject to availability and can and do
change.
While airlines such as Singapore usually retain the fare levels for particular classes, other
airlines such as Tiger Air or Lion Air often change the various fare levels in order to improve
loadings on a particular service or in response to what is happening in the general market
place.
The golden rule therefore, in terms of providing up to date airfare quotes to your client, is to
check your CRS or airline website each and every time you are required to provide a quote.
This is in fact a very quick process and you will quickly learn to do this as a matter of habit.
You must never guess.
Some passengers of course may only be interested in the total cost per person including any
taxes.
Requests for quotes and/or bookings will generally be
received via:

The telephone

An email

In person.
If you are providing a quote over the telephone or to the
client sitting across from you, you must make notes! These notes should be recorded
against a quotation reference number, have the dated recorded and should include:

The name and contact detail of the person requesting the quote

The itinerary - detailing the sectors, dates, times, airline and class (if specified).

The price quoted (per person) airfare and taxes separately (they can and do change)
and your service fee, if applicable, separately.

The current availability and/or status of the sectors, products or services

The validity of the quote and any deadlines – book, pay or ticket

The condition of sale. Fare rules, changes. refunds and so on

The applicable cancellation and/or amendment fees applicable to the airfare quoted

Advise that the name on the ticket must match exactly the photo identification of the
person travelling. No nick names e.g. Nick Jones instead of Nicholas Jones

State the office policy in relation to payment i.e. cash or credit card only

Any merchant fees associated with the use of credit cards.
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These notes will form the basis of your written or verbal quote.
If you are providing a quote via email the content of your reply to the email enquiry will in fact
serve as your file notes.
It is recommend that when providing quotes to clients via email that you ask for a telephone
contact number (if not provided) for both the person requesting the quote and the passenger,
if they are different people.
Requests for quotes via email can be time consuming. Often clients are simply shopping
around and send multiple emails to a range of travel agents requesting quotes. The policy, in
relation to the handling of these email requests for quotes, is agency specific and you should
check with your manager regarding the guidelines.
Where reference numbers are not automatically generated for quotes and there is no office
protocol for referencing quotes, it is advisable to devise a system of your own.
E.g. DD/MM/YY + client family name + your initials
Adjusting and updating fare quotations
Once a quote has been provided to a client, you may be required to re- quote, for a range of
reasons some of which are:

The quote has expired

The fare has expired or has been withdrawn

The taxes have increased

There is no availability

Flights are added or deleted from the itinerary

Passengers are added or deleted from the itinerary

The passenger wishes to make a booking.
Remember that all quotes provided, verbal
or written, are subject to availability of
flights, in the class of travel required, for
the dates and times required and are
therefore subject to change. Taxes in
particular can and do change. There is no
way to guarantee any quote unless you
quote, book and ticket at the same time.
Where you are converting a quote to a booking, you may be required to update a quote due
lack of availability and so on.
The guidelines for re-quoting an itinerary are no different to those used when providing a
quote for the first time. Do not assume that the client will know that the same fare rules,
conditions and so on apply. You need to detail this as part of providing a new quote. In
particular make sure that the quote is dated.
Many travel agents use a pro-forma document which contains all the standard paragraphs in
relation to quotes and/or booking conditions and has provision to simply fill in the specifics.
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Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
1.
Identify three of the major companies who operate CRS?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2.
Identify three specialist websites when constructing packaged airfares or domestic
holiday packages?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
3.
Indicate the correct way the following names would be displayed on tickets.
Mrs Jennifer Lang – Smith _______________________________________________
Doctor David Tok ______________________________________________________
Miss Angeline Lily Chen Lim _____________________________________________
Master Vincent Tanamas ________________________________________________
4.
What is not included when constructing itinerary using a CRS or Agent Airline website?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Summary
Confirm client requirements for domestic air travel

Typical information required

Package Airfares

Domestic Holiday Packages

Quotations and advice supplied to client

Common terms

Sources of fare information:

Sabre

Amadeus

Galileo

Check availability and scheduled times in system

Status Codes

Quotations.
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Interpret domestic airfare information
Element 2:
Interpret domestic airfare information
2.1 Identify and explain domestic airfare
information
Introduction
In this subject you will learn the principles of domestic fares and how to construct them. We
will cover the rules of the airfares, how to apply them, how to calculate the fare and any
relevant taxes.
Fare types and classes
There 3 main categories of fare types:

One way

Return

Multi City Stopover.
Domestic airfares are almost always a combination of one or more one way fares. This gives
greater flexibility for combining airfares, making changes and cancellations. When using an
Agent Airline website you may be required to flag the booking as a return trip however the
fare will always be a combination of 2 one way fares, each with their own class of travel,
fare, fare rules and conditions.
There are a number of different fare types, each with their own particular fare rules and
conditions. If you are using a CRS/GDS, then you can access all the fare conditions
applicable to the various fare types using the CRS/GDS entry specific formats.
If you are using an Airline Travel Agent Website then the fare conditions can be accessed in
detail during the booking process. As a general rule when making a booking in this way, the
airline will require you to confirm that you (and your passenger) have read and understand
the rules relating to the fare booked. Further, you will be unable to proceed to finalize the
booking until you have flagged the booking indicating your agreement.
Within the various fare types there are a number of classes of travel, called service codes
which are linked to the price of the fare paid and its applicable fare rules and conditions of
purchase, the most fundamental ones being:

Can it be changed?

What fees are applicable?

Is it refundable?
In general the discounted low revenue economy class fares are NON-REFUNDABLE and
there are penalties for changing.
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Service codes denote the class of service that passengers have chosen to travel. For travel
within Australia these are:
Business
J or C (may vary according to airline)
Economy
Y
Discounted Economy
H, W, K, B, M, R, L, V, S, N, O (will vary by airline)
First Class is generally not offered on flights and Business Class is offered only on certain
airlines and services. Business class is located at the front of the aircraft and on some
aircraft, upstairs.
The Economy section is located towards the rear of the aircraft.
On some domestic airlines, regardless of the type of discounted fare purchased, an
additional amount can be paid for ‘special seating’ with more leg room and at the front of the
aircraft.
The term ‘pitch’, in relation to seats, is the measurement between the front of one seat and
the front of the seat directly behind it. Exit row seats are only offered to passengers who are
fit and able and who are willing to assist other passengers in the case of an emergency.
Airlines offer many special or discounted fares and a special alphabetical code is applied to
each of these fares. Discounted fares will be discussed later in this subject.
Issuing tickets and commission
To issue airline tickets via your CRS, an agency must be
accredited by the airline and IATA (International Air
Transportation Association). This accreditation then
permits the agency to hold e-ticket stock and issue etickets. Accredited agencies sometimes earn commission
on domestic e-tickets and, if applicable, this is around 1%.
Ticket stock is provided to accredited agencies by BSP
(Billing and Settlement Plan) via the applicable CRS. You
will learn about this process at a later date.
That said, generally travel agents do not earn commission on domestic air bookings and like
any professional, a fee for service is charged. These fees are organisation specific and may
be charged as a flat fee or per sector booked.
Where a domestic package (land and air) is booked via a wholesaler, then often a small
commission is paid to the travel agent on the included airfare. How much will depend on the
commercial arrangement that the enterprise has in place with various ‘preferred’ operators
and what, if any, group they are affiliated with e.g. Expedia, American Express, Zuji and so
on.
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Issuing an E-ticket using a CRS/GDS
Amadeus, Galileo and Sabre all offer an E-ticketing facility. In order to use this functionality
you need to ensure that the following requirements are met:

Agency activated for E-ticketing

Airline/s approval for E-ticketing

BSP advised of Airline approval for E- ticketing

Electronic tickets assigned

Terminal linked to a printer (not a ticket printer)

Appropriate carrier and/or CRS/GDS E-ticket training
provided

Your booking has been created in the applicable
CRS/GDS

The following is an overview of E-ticketing using
Galileo:

Create your Booking File

Secure and file a valid fare

Add ticket modifiers

Add received field

Print ticket.
These tickets are issued by the travel agent or on your behalf by a third party Ticket
Consolidator.
The applicable ticket number/s are generated and recorded in the booking, by passenger.
The associated paper work that is generated by this process is minimal and is only for audit
purposes i.e. BSP remittance and agent records.
The passenger is provided with an itinerary and E-ticket receipt which reflects their booking
reference number, name, flight details, fare and taxes paid. They may or may not be
required to produce this when they check-in.
What is critical is that the photo ID produced at check-in, matches exactly the name in the
booking and therefore the ticket.
In the example below, the E-tickets have been issued using a CRS and the itinerary reflects
all the flight and passenger data together with the ticket numbers and payment information
Example: CRS issued E-ticket using Galileo.
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Some Travel Agents have their air tickets issued by a Ticket Consolidator with whom they
have an account. There are two reasons:
1. The Travel Agent is non I.A.T.A. and does not therefore hold ticket stock (electronic).
2. Access to competitive airfares.
To request the issue of a ticket from a consolidator:

Create or retrieve the booking in your CRS/GDS

Place a valid fare in the booking using the fare quote facility (or note pad reflecting fare
sheet reference)

Enter payment details – using form of payment modifier or note pads

Enter received from

Queue PNR to Ticket Consolidator for ticketing.
The process of issuing the air tickets (by the applicable third party) will automatically record
the ticket numbers in the booking. It however remains the responsibility of the travel agent to
ensure that these ticket numbers are in fact received by the airline within the applicable
ticketing time limit.
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Airline codes
Airlines are identified by a two letter code and a 3 digit number called an airline
designator/code.
Two letter codes are used in reservations, timetables, ticketing, tariffs, schedules and airline
communications.
Three digit designators form the first three digits of the document number shown on the
passenger Air Tickets and Multiple Purpose Document.
The example below shows the two letter codes and three digit codes from the IATA website
focussing on airlines from the Asia Pacific region.
Airline Name
IATA
Designator
3-Digit
Code
ICAO
Designator
Country
All Nippon Airways
NH
205
ANA
Japan
Asiana
OZ
988
AAR
Korea
Bangkok Air
PG
829
BKP
Thailand
Biman
BG
997
BBC
Bangladesh
Fiji Airways
FJ
260
FJI
Fiji
Garuda
GA
126
GIA
Indonesia
Japan Airlines
JL
131
JAL
Japan
Jet Airways
9W
589
JAI
India
Korean Air
KE
180
KAL
Korea
Malaysia Airlines
MH
232
MAS
Malaysia
Nippon Cargo Airlines (NCA)
KZ
933
NCA
Japan
PAL
PR
079
PAL
Philippines
PIA
PK
214
PIA
Pakistan
Qantas
QF
081
QFA
Australia
Royal Brunei
BI
672
RBA
Brunei Darussalam
SIA
SQ
618
SIA
Singapore
SIA Cargo
SQ
SIA
Singapore
Silkair
MI
629
SLK
Singapore
SriLankan
UL
603
ALK
Sri Lanka
Thai Airway International
TG
217
THA
Thailand
Vietnam Airlines
VN
738
HVN
Vietnam
Virgin Australia
VA
795
VAU
Australia
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Domestic airlines not listed above are:
Airline name
IATA designator
3 digit code
ICAO designator
Country
Angkor Air
G6
397
KHV
Cambodia
Lion Air
JT
990
LNI
Indonesia
Lao airlines
QV
627
LAO
Laos
Air Asia
AK
807
AXM
Malaysia
Cebu Pacific
5J
203
CPI
Philippines
Tiger
TR
388
TGW
Singapore
Bangkok Airways
PG
829
BKP
Thailand
Aircraft Types
There are numerous aircraft types generally identified by their
numbers such as Boeing 777 referred to as ‘the triple 7’ or by
their marketing name such as the 787 referred to as ‘the
Dreamliner’.
The most common large domestic passenger jets used on
short to medium haul routes are:

Boeing 737-800 – A single aisle jet with seating from 162-189 passengers. It is known to
be the best selling jet airliner in aviation history

Airbus A320 – It has seating for 150 but can be configure to seat up to 180.
Other major aircraft manufacturers of smaller passenger aircraft are:

Bombadier (Canada) third largest manufacturer after Boeing and Airbus
http://www.bombardier.com/en/aerospace.html

Embraer (Brazil) http://www.embraer.com/en-US/Aeronaves/Pages/Home.aspx

ATR (French-Italian) http://www.atraircraft.com/products/list.html.
You may have heard of the following aircraft which are used on long haul international
flights:

Airbus A380 "Superjumbo" - the world's largest passenger airliner from 2005 onwards
and provides seating for up to 525 passengers across 3 classes

Boeing 747-400 "Jumbo Jet" - an iconic aircraft, it was the world's largest passenger
airliner between 1969 and 2005. It was also the first wide body jet airliner to enter service
It can seat 416 passengers across 3 classes

Boeing 777 - A wide bodied jet, meaning it has two aisles along the length of the plane. It
can seat 314 to 451 passengers depending on class configuration

Boeing 787 Dreamliner - Also a wide bodied jet seating 242 to 335 passengers
depending on class configuration.
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City and airport codes
All cities and airports throughout the world are given a 3 letter code. The city and the main
airport will often share the same code, however when it does not, your search will generally
default to the main airport. For example:
Bangkok has two airports; BKK Suvarnabhumi Airport and DMK Don Meuang International
Airport.
Manila in the Philippines is served by two larger airports, Ninoy Aquino (MNL) and Clarke
International (CRK) airports situated in quite different locations but there are a number of
other airports and you will have to ensure that your client is aware of where their flight
arrives/ departs from.
The following are the codes for the more popular South East Asian cities.
Airports in Southeast Asia – Most Popular
With direct flights from Australia
Jakarta (JKT) airport
Bali (Denpasar) (DPS) airport
Bangkok (BKK) airport
Ho Chi Minh City (SGN) airport
Manila (MNL) (Philippines) airport
Taipei (TPE) airport
Kuala Lumpur (KUL) airport
Phuket (HKT) airport
Hong Kong International (HKG) airport
Kota Kinabalu (BKI) airport
Singapore (SIN) airport
Other airports
Surbaya (SUB) airport
Bandung (BDO) airport
Makassar (UPG) airport
Mini (MYY) airport
Medan (MES) airports
Pontianak (PNK) airport
Balikpapan (BPN) airport
Manado (MDC) airport
Yogyakarta (JOG) airport
Lombok International (LOP) airport
Hanoi (HAN) airport
Macau (MGM) (Macau) airport
Mactan-Cebu International (CEB) airport
Langkawi (LGK) airport
Chiang Mai (CNX) airport
Jayapura (DJJ) airport
Kuching (KCH) (Malaysia) airport
Johor Bahru (JHB) airport
Banjarmasin (BDJ) airport
Kalibo International - near Boracay (KLO) airport
Batam (BTH) airport
Iloilo International (ILO) airport
Palembang (PLM) airport
Bacolod-Silay (BCD) airport
Semarang (SRG) airport
Krabi (KBI) airport
Pekanbaru (PKU) airport
Udon Thani (UTH) airport
Penang (PEN) (Malaysia) airport
Kota Bharu (KBR) airport
Davao International (DVO) airport
Koh Samui / Samui Island (USM) airport
Padang (PDG) airport
Cagayan De Oro (CGY) airport
Tarakan (TRK) airport
Solo / Surakarta (SOC) airport
Da Nang ( DAD) airport
Sibu (SBW) airport
Hat Yai (HDY) airport
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Phonetic Alphabet
To avoid confusion with accents and different types of
speech and to eliminate spelling mistakes with names and
booking details, the phonetic alphabet is routinely used.
When making an airline reservation, a reservation number
(or booking number) commonly known as the PNR
(Passenger Name Record) or RELOC (Record Locator) is
given to the booking. This PNR/RELOC is usually 5 or 6
numbers and/or letters. This PNR will be given to you using
the phonetic alphabet.
Letter
Phonetic Code
Letter
Phonetic Code
Letter
Phonetic Code
A
Alpha
J
Juliet
S
Sierra
B
Bravo
K
Kilo
T
Tango
C
Charlie
L
Lima
U
Uniform
D
Delta
M
Mike
V
Victor
E
Echo
N
November
W
Whisky
F
Foxtrot
O
Oscar
X
X-ray
G
Golf
P
Papa
Y
Yankee
H
Hotel
Q
Quebec
Z
Zulu
I
India
R
Romeo
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Airline Time Principles
To ensure that the time of departure and time of arrival is always clear to both the passenger
and the travel agent, the 24 hour clock is used. It is essential you understand the 24 hour
clock so that you can accurately reserve flights and advise your clients correctly on arrival
and departure times and so on.
The 24 hour clock
The 24 hour clock is used in the travel industry throughout the world. The times in your CRS
system are represented by the 24 hour clock and both domestic and international tickets are
issued using the 24 hour clock. It is represented with 4 digits.
The 24 hour clock
1 minute after midnight
0001
30 minutes after midnight
0030
1 hour after midnight or 1am
0100
1 hour before midnight
2300
30 minutes before midnight
2330
1 minute before midnight or 1159pm
2359
1 minute after noon
1201
30 minutes after noon
1230
1 hour after noon or 1pm
1300
1 minute before noon
1159
30 minutes before noon
1130
1 hour before noon or 11am
1100
Equally important is an understanding of the UTC/GMT (refer to glossary for detailed
definition) and various time zones within your own part of the world.
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Time Zones
The Greenwich Meridian, also known as the prime meridian or International Meridian, is the
"starting point" for dividing the Earth's surface into time zones. Each time zone is 15 degrees
of longitude wide (with local variations) and the local time is one hour earlier than the zone
immediately to the east on the map.
The number of standard time zones is debatable and discussed among various sources,
particularly with regards to the International Date Line.
Reference: http://www.timeanddate.com/time/time-zones.html. This website has a great deal of
useful information and is worth exploring.
A basic explanation is that time zones to the west of UTC are behind UTC and times to the
east of UTC are ahead of UTC.
E.g. If the time is 1200 noon in London (as Greenwich coincides with the position of London)
it will be morning in the USA.
If the time is noon in London, then it will be the afternoon in parts of Asia.
The 24 hour time zones of the world
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Departure and arrival times
Airline timetables will always be stated in local time for arrival and
departure; therefore you will need to consult the CRS system to
confirm the duration of the flight, or the timetable if it details that
information. Never estimate the flight duration from the arrival and
departure times as you must take into account the times zones the
flight may cross. Times must be converted back to UTC/GMT time
before flight durations can be calculated. This will be covered more
extensively in your International Studies.
Minimum connecting time between flights
Minimum connecting time is the minimum time you must allow for a passenger to complete a
transfer from one flight to another. This time will vary depending if the client needs to change
carriers, terminals or even airports. You will learn in your CRS training how to confirm the
minimum time allowance and what requirements there are. It is your responsibility to
ensure that your passenger has sufficient connecting time between their flights.
Day and month abbreviations
Day and month abbreviations are used by airlines, within Global Distribution System and
Central Reservation System timetables and are standard throughout the industry.
Date abbreviations are shown as 2 numeric digits e.g. the 6th March is shown as 06MAR
and not as 6/3. This is a necessity in ticket writing.
Frequency abbreviations
Month abbreviations
Alphabetical
Numerical
January
JAN
Monday = M or MON
1
February
FEB
Tuesday = T or TUE
2
March
MAR
Wednesday = W or WED
3
April
APR
Thursday = T or THU
4
May
MAY
Friday = F or FRI
5
June
JUN
Saturday = S or SAT
6
July
JUL
Sunday = S or SUN
7
August
AUG
September
SEP
October
OCT
November
NOV
December
DEC
Daily = DLY
Except = EX
X
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Frequently used abbreviations
Code
Meaning
Code
Meaning
AGT
Agent
INF
infant
ARR
Arrive or Arrival
LMTC
Left message to call
CHD
Child
PAX
Passenger
CTC
Contact telephone
PSGR
Passenger
DEP
Depart or Departure
PNR
Passenger Name Record
ETA
Estimated time of arrival
UM
Unaccompanied minor
ETD
Estimated time of departure
UTC
Unable to contact
FLT
Flight
Inflight Service Abbreviations
Most of low cost, airlines such as Jetstar, and Tiger Airways, Lion Air etc. offer the
passengers the option of purchasing food and drinks during their flight.
Where meals are included in the fare, these are the service abbreviations used.
B
Breakfast
L
Lunch
D
Dinner
S
Snacks
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In-flight food service guideline
Here is the general guideline for meal service periods for domestic travel where meals are
included in the ticket price.
Breakfast
Flights departing/arriving between 0530 and 0850
Lunch
Flights departing/arriving between 1230 and 1330
Dinner
Flights departing/arriving between 1830 and 2030
Snacks
On all flights departing/arriving at other times
Passengers with special meal requests such as dietary or religious needs can be catered for
during their flight. It is compulsory that the travel agent notes this in the booking and
confirms with the airline as soon as the booking is made. Requests within 24 hours of flight
departure cannot generally be met by the airline.
Examples of meal types and their code:
BBML
Baby food
DBML
Diabetic
VGML
Vegetarian
LFML
Low Cholesterol
GFML
Gluten Free
MOML
Muslim
HNML
Hindu
LPML
Low protein
The list is extensive so it is advisable to contact the airline if in doubt, as special meals can
often be prepared.
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Seat requests
When the low revenue special fares are purchased, special seating is not available. For
business class travel and some of the higher revenue airfares, special seat requests can be
made.
Where this facility is available choices are:

Window

Aisle

Specific seat number.
On some carriers special seating is available upon payment of an additional amount,
typically around AUD30.00 per person per flight. With some of the low lost airlines seat
selection is available at the time of booking. In other instances pre-seating may not be
available until check-in which can be either online or at the airport.
Fare Payment Codes
These codes are used to indicate how payment was made
and in the case of an air ticket, these codes are used on the
actual e-ticket to reflect how the payment was received from
the passenger
Remember where a credit card is used there may be
merchant fees involved and where applicable, the
passenger should be made aware of this and also how
much they will be i.e. 3% for American Express etc.
CASH
Cash
VI
Visa Card
CHQ
Cheque
AX
American Express
DC
Diners Club
INV
Invoice
MC
Master Card
The fare payment code is used when issuing the e-ticket to indicate the method of payment
used when paying for the air fare and taxes. The details are also recorded electronically in
the passenger booking and e-ticket record which forms part of the booking. This becomes
important if a change is made that requires either a re-issue or a refund.
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Normal fares
Normal fares are accepted as being full business or full economy class fares. These fares
are the most expensive and are fully flexible in that, subject to availability, they can be
changed at any time and if unused, are fully refundable.
These fares are generally used:

For corporate travellers who require total flexibility

Where the booking is made with little notice

When the passenger must travel on a specific flight and/or on a
specific date

When there is no availability in any other class

In an emergency where cost does not matter e.g.
compassionate.
Discounted fares
For domestic travel, discounted fares are the most often
used, economy class airfares. The discount varies, as do
the conditions associated with the fare. Usually the higher
the discount i.e.; the cheaper the fare; the more
restrictions there are linked to that fare.
The main conditions that apply are:

Fares are subject to availability of a particular class

They often have an advance purchase requirement

They must be paid for at the time of booking i.e. instant purchase

Changes must be made a least one day prior to departure

Changes (including a no show) on the day of departure are not allowed, the fare is
forfeited

Other changes incur fees plus any differences in airfare and taxes

Name changes are not permitted

Fare is non-transferable

Fare is non-refundable although they do have a 12 month validity

Waitlists are not permitted.
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Concession and promotional fares
Concession fares may include discounted fares for infants, children, students, pensioners,
groups, carers, military personnel and compassionate cases.
The introduction of the discounted economy class fares by a range of carriers has meant
that the concession fare is used less and less. Usually the applicable discount (concession)
is only available off the higher revenue air fares and therefore, often, it will cost less for
passengers to simply purchase one of the discounted airfares.
Promotional fares are periodically released by various airlines in response to:

Competition from another airline

To promote a new service and/or route

To fill any gaps in airline loadings for a particular period and/or destination

In conjunction with land arrangements i.e. special all inclusive package.
Where promotion fares are released, usually, they simply offer further discounts on the
already discounted fares. Commonly these fares have a series of restrictions relating to the
purchase of the fare and are often only available for sale for a limited time or until sold out.
General air travel rules and restrictions
Airports
Airlines operate domestic flights from various
airports/terminals. Some airports have all their terminals
(domestic and international) in the same location. In some
cities there may be various airline specific terminals within
an airport precinct. For example in Malaysia there are two
airports utilising three terminals.
Domestic flights for Firefly and Berjaya airlines operate
from the old international airport from terminal three. There
are several names used for this airport (Sultan Abdul Aziz Shah Airport, Subang
[International] Airport and Skypark Terminal) however it was officially renamed Subang
Skyway terminal.
The new international airport at Sepang is divided into two terminals.
KLIA1 home to Malaysia Airlines and used by other national and international carriers and
KLIA2 is home to Air Asia.
There is 65 kilometres between the two KLIA airports at Sepang and Skyway terminal at
Subang taking around 45 minutes travel time.
It is important passengers are informed where they need to be.
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Check-in facilities
Depending on the airline there are currently 3 ways to check-in for a domestic flight:

Counter Check-in – the default check-in procedure

Online Check-in – available with some airlines

Self-Serve Check-in – available with some airlines.
Counter check-in
The recommended time for check-in for most domestic flights is now 60 minutes prior to
departure; however, passengers must be aware of delays that can be encountered during
holiday periods. Over peak holiday period such Christmas and Chinese New Year check-in
delays can be lengthy and it is best to advise your client to allow for this and arrive earlier.
Some airlines have a very strict policy regarding late arrivals and passengers arriving within
30 minutes of the scheduled flight departure time may be denied boarding by the airline.
Passengers are required to have photo identification with them when travelling.
After completing the check-in process all passengers receive a boarding pass which details
their seat number, departure gate, frequent flyer information and name etc. This boarding
pass must be presented when boarding the aircraft. In the case of frequent flyer programs, it
is advisable that passengers retain their boarding passes until their mileage points are
shown on their statement. Boarding passes are the only proof that passengers travelled on
that leg of their journey.
Online check-in
Some airlines offer online check-in facilities for their passengers via their website. This
allows passengers to check-in and print their boarding pass before arriving at the airport.
Individual airlines will indicate on their website the timeframes online check-in is available. It
is NOT available where the passenger requires special handling e.g. wheelchair assistance.
Vietnam Airlines
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SilkAir
Air Asia
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Self-Service Check-in
Some airlines offer self-service check-in facilities for their passengers. This service allows
passengers to check themselves in and by-pass lengthy check-in queues.
The following information has been taken from the Thai Airways website.
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The following is Air Asia’s check-in modes
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Baggage
There are 2 types of baggage that passengers are permitted to
take with them on their journey. These are “checked” and
“carry on” baggage.
Weight and size allowances vary from airline to airline however
as a general rule for travel the economy allowance is 20 kilos for
checked baggage and 7 kilos for carry-on baggage. The size of
the carry-on baggage is also regulated. It must be able to fit
under the seat or in an overhead locker.
Children under 2 years (who are travelling free of charge) are not
entitled to a free baggage allowance.
Where a ‘piece’ system is in place, no one piece of baggage can
exceed 32 kilos in weight. There are also size limitations imposed
where baggage allowance is expressed in pieces.
Where passengers are travelling business class or are a member of the airline’s frequent
flyers club, additional baggage allowances are extended. They are carrier specific and this
should be checked with the applicable airline.
Many of the low cost airlines now offer air fares without a checked baggage allowance
and will only permit a carry-on baggage allowance.
The passenger can choose to purchase ticket only allowing carry-on baggage only. If they
then decide they need to ‘check’ baggage they will charged an additional amount for this at
the airport upon check-in.
Alternatively the passenger may choose to pay for a higher priced ticket which includes
check-in baggage as part of the ticket price.
Checked baggage is handed to the airline upon check-in and stored in the baggage hold of
the aircraft. Clients do not have access to this baggage until reaching their final destination.
This baggage is checked and tagged by airline staff after the completion of the check-in
process and security check. Passengers will be required to answer security questions such
as if they have packed the bag themselves and if it contains any flammable liquids etc.
For clients exceeding the free baggage allowance an ‘excess baggage’ fee will be charged.
This cost will vary from airline to airline but generally it is 1% of the one way first class airfare
per kilogram, i.e. very expensive!
Carry-on baggage comprises those items that are permitted to be carried on to the aircraft
by the passenger. This can include handbags, small backpacks, laptops, cosmetic bags,
baby food and camera bags etc. In addition to weight restrictions for hand baggage there are
also size restrictions.
Passengers who attempt to exceed these limits risk having their excess baggage or items
removed by flight attendants to be placed in the baggage hold of the aircraft.
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Smoking
Smoking is prohibited on all domestic flights and inside all airline terminals in Asia, aside
from designated smoking rooms in some airports.
Dangerous Goods
After recent world events, in-flight and airport security has increased significantly. Some
restrictions that now apply include:

Limits to bottled water carried on board the aircraft

Limits to toiletries and liquids permitted on board the aircraft

No compressed gases (flammable, non-flammable)

No sharp objects such as scissors, clippers or similar

No fireworks, ammunition, flares

No aerosol packs e.g. deodorant or hair spray

Cellular phones cannot be used on planes

The use of electronic hand held devices such as tablets, and gaming consoles are
restricted to certain times whilst flying.
Special Care Passengers
Infants/babies
A limited amount of baby food and baby needs are available on the aircraft, however it is
advisable that passengers carry with them what they anticipate needing during their flight. It
is compulsory to note any infants travelling in the booking.
Unaccompanied minors
An unaccompanied minor must be checked in at the airport by their mother, father or
guardian. They must be collected at their destination by one of the above people also. All
details such as name and address of the parents or guardians must be supplied upon
making a reservation. Permission to travel as an unaccompanied minor varies from carrier to
carrier along with ages etc. It is best to check this information thoroughly when making a
reservation of this type.
Elderly or incapacitated passengers
There are various services available to
passengers with differing needs in terms of
wheelchair assistance. Airline staff can assist with
full support from check-in through to boarding or
just boarding if required. Requests for this service
must be made at the time of making the
reservation and is the responsibility of the travel
consultant.
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Children and infants
Infants are generally defined as being less than 2 years of age.
Children are generally defined as being less than 12 years of age.
Airport Facilities
Facilities such as baby strollers, trolleys, lockers and facilities for the disabled are available
at most airports. If your client requires any of the above please ensure that they know how to
gain access and where to go.
Frequent Flyer Programs
Most airlines host their own frequent flyer programs and partner programs with other airlines
hotels and finance companies. Depending on the airline, some of these program benefits
may include priority check-in, additional baggage allowances, upgrades, and valet parking.
Some airline programs are free to join while others charge a once only joining fee or yearly
membership fee.
Points are accumulated by:

Using the particular airline and/or their airline partners for air travel.

Using the airlines preferred partners for additional services e.g. car hire

Having a credit card linked to the program

A range of other products and services.
The detail of the various frequent flyer programs, their applicable partner relationships and
so on are comprehensively listed on the various airline websites.
Most programs have different levels of membership which are designed to reward and
recognize long standing members who accumulate volume in terms of points and credits.
The more your passenger flies the higher status they earn; the higher the status, the greater
the benefits that can be offered to members.
The full detail of these frequent flyer programs and their respective partners are available on
the various airline websites.
Passengers wishing to travel on redemption seats who want to make their arrangements
through their travel consultant may be charged a service fee by the consultant to do so.
Facilitating such booking requests can be time consuming and as the consultant will not
receive commissions for the reservation, charging booking fees is a way to ensure time
taken is paid for and productivity is not lost.
Airport Lounge Clubs
Many carriers offer club membership to their airport
lounges at airports. Members have access to airport
lounges which host complimentary bar service, light
snacks, newspapers and shower/bathroom facilities.
Priority check- in counters may also be offered along with,
seat reservation and additional baggage allowance.
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Specific fare conditions
Class Codes
Apart from regular first, business and economy class fares, airlines offer discounted or
special fares to their clients.
When making reservations and ticketing, these special fares will be booked in a different
class code, even though your passenger will be travelling in the economy section of the
aircraft with full economy fare paying passengers. These special fares are lower, and carry
conditions such as advance purchase, cancellation penalties, minimum and maximum stay.
Airlines will limit the number of seats available at these lower rates and distribute information
to agents on their special conditions and most importantly their booking class code.
Whilst it is not necessary to memorize these codes it is important to check your reservation
thoroughly so that you avoid making any costly mistakes with booking the wrong code of
seat.
To recap on class codes here are the classes again:
Business
J or C
Discounted Business
D
Economy
Y
Discounted Economy
H, W, K, B, M, R, L, V, S, N, O
The above applies for most airlines; however discounted economy or special fare classes
always differ between airlines.
The booking class code is entered in the class box on the passenger’s airline ticket.
Fare Basis Codes
These codes indicate the type of fare and outline the rules which govern the airfare sold. In
your CRS you are able to display the detailed fare rules and conditions associated with the
particular fare basis.
What follows is an example of the fare rules for a Qantas NPTWEBU fare which has been
sourced from a CRS, in this instance from Galileo. Every fare will have its own rules and
conditions which can be lengthy and which must be checked carefully prior to quoting,
booking or ticketing. The travel agent must comply with the fare rules and the passengers
must be informed of the fare conditions.
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Airlines use different fare basis codes so you can never assume the same code will apply
across the industry. When making a reservation it is best practice to check the rules relating
to the fare booked. The fare basis is also indicated on the e-ticket and in the case of a
booking made via an airline website, the conditions relating to the fare booked forms part of
the e-ticket as do the check-in procedures, baggage allowance and so on.
Following is an excerpt of fare rules and taxes from Vietnam Airlines website.
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Activity 1
Note: it is a requirement of this unit that you attempt this Training Activity
1.
Please decode the following:
CRS
BSP
IATA
PNR
2.
Define the following:
Stopover
No Show
Unaccompanied
Minor
Transit Passenger
3.
4.
List the commonly used CRS’S/GDS as detailed in this manual
1.
_________________________________________________________________
2.
_________________________________________________________________
3.
_________________________________________________________________
4.
_________________________________________________________________
Use the Phonetic Alphabet to encode the following:
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V
I
D
C
R
E
B
L
Y
Z
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5.
6.
Transcribe the following times into the 24 hour clock.
12 Hour Clock
24 Hour Clock
12 Hour Clock
6 .00 am
0600hours
6.00 pm
8.45 am
8.45 pm
12 noon
12 midnight
3.15 am
3.15 pm
11.30 am
11.30 pm
1.00 am
1.00 pm
24 Hour Clock
Encode the following into their accepted abbreviations.
October _____________________________________________________________
Tuesday _____________________________________________________________
ETA ________________________________________________________________
Left message to call ____________________________________________________
Infant _______________________________________________________________
PAX ________________________________________________________________
7.
Please decode the following 3 letter city codes.
Code
8.
City
Code
PEN
SGN
CEB
BWN
HKT
PNH
City
What is the 3 digit airline designator for the following?
Royal Brunei _________________________________________________________
Bangkok Airways ______________________________________________________
Silk Air ______________________________________________________________
Vietnam Airlines _______________________________________________________
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Activity 2
9 Convert theNote:
following
to the am/pm
it is atimes
requirement
of thisequivalents?
unit that you attempt this Training Activity
1.
Convert the following times to the am/pm equivalents?
24 Clock Time
AM/PM Time
0529 hours
2306 hours
1011 hours
0723 hours
2.
What does GMT stand for?
____________________________________________________________________
____________________________________________________________________
3.
What does UTC stand for?
____________________________________________________________________
____________________________________________________________________
4.
Please decode the following:
ZL
Regional Express
JQ
AB3
J Class
MOML
HK
CHD
MSTR
DC
AX
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Activity 3
Note: it is a requirement of this unit that you attempt this Training Activity
1.
Using the internet, research and complete two of these questions.
a) List some of the airlines, car rental companies, credit card companies and hotel
chains partnered with the KrisFlyer loyalty program for Singapore and Silk Air.
b) List some of the airlines, car rental companies, and hotel chains partnered with the
FlyerBonus loyalty program for Bangkok Airways
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c) List the partners, car rental companies, and hotel chains associated with Air Asia BIG
loyalty program
2.
Encode the following:
Status
Code
Request
RQ
Confirmed from waitlist
Confirmed – computer code
Confirmed – ticket code
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Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
1.
Identify
a) the three fare types and
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
b) The three classes of travel.
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2.
What are Fare Basis Codes?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
3.
Promotional fares are periodically released by various airlines in response to what?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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4.
Identify the general weight limits for both ‘checked’ and ‘carry on’ baggage?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Summary
Interpret domestic airfare information

Fare types and classes

Issuing tickets and commission

Airline codes

Aircraft Types

City and airport codes

Phonetic Alphabet

Airline Time Principles

The 24 hour clock

Time Zones

Departure and arrival times

Minimum connecting time between flights

Day and month abbreviations

Inflight Service Abbreviations

In-flight food policy

Seat requests

Fare Payment Codes

Normal fares

Discounted fares

Concession and promotional fares

General air travel rules and restrictions

Specific fare conditions.
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Construct and cost itinerary for domestic air travel
Element 3:
Construct and cost itinerary for
domestic air travel
3.1 Select carriers to accommodate identified client
requirements
Introduction
It is important to establish during the sales consultation the parameters of the passenger’s
needs. If they need flexibility in their ticket then it is not a good idea to sell them a discounted
airfare which will have very restrictive rules.
Selecting carriers
When discussing airfare costs with your passenger you must
make a thorough check of the fare rules to ensure you
advise your client correctly of the fare
conditions.SITTTSL012A.
Strong competition in the domestic air travel marketplace
means that as well as the standard fare types, special
airfares and deals become available from time to time. These
specials and deals usually have clear book and pay conditions, limited availability and often
sell out quickly. The airlines will generally provide advance notice of specials to their travel
agent network however there are instances where this does not happen. Travel agents need
to keep up to date in terms of what is happening in the domestic marketplace.
Once a reservation has been made on behalf of a passenger the Amadeus system provides
the opportunity to be able to quote the relevant airfare and corresponding booking conditions
that align with that airfare.
When selling the ‘low cost, no frills’ airlines such as Tiger Airways, Air Asia or Scoot for
example you may not be able to confirm these bookings via Amadeus. You may need to
make these reservations directly with the airline via their website. When processing a
booking this way, you will need to use the passengers own credit card for payment and not
your agency one. In most instances the credit card holder must actually be one of the
travelling parties.
Unlike international travel, with domestic travel, airfares are often calculated on a per sector
basis. Return airfares are therefore a combination of 2 one way fares (and applicable taxes)
which may in fact be priced differently and which may each have different fare conditions
attached to each fare.
The fare (or combination of fares) is class and availability dependant.
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In order to check the seat availability, you must decide what class you need to book for your
client based on:

Passenger flexibility in terms of dates and times

Degree of flexibility required in terms of changes and/or amendments

Passenger budget

Airline preference.
Airline schedules
Access to airline schedules, airfares and information in relation to the flights operated by the
various airlines is available electronically to travel agents via:

A CRS/GDS

A Travel Agent Website

An Airline website

SITTTSL012A Construct domestic airfares.
In most instances you will use your CRS/GDS to access schedules, construct the itineraries,
source airfares and make bookings. There may however be instances when, because of
ticket restrictions and/or commercial arrangements, you will:

Access an Airline Travel Agent Website to check schedules and fares and to make the
booking e.g. Lion Air and Air Asia

Access Airline general public website e.g. Tiger Airways to check schedules and fares
and to make the booking.
Client information
There are a few pieces of information you require to construct a good itinerary for your client
at the best available airfare:

When do they want to travel?

Where do they want to go?

How many passengers are travelling?

Are there any children and/or infants travelling?

Why are they travelling?

How long will they be away?

What class of travel is required?

How much flexibility is required in terms of changes and/or amendments?

Do they have a preference for a particular airline?

Are they a member of a frequent flyer club?

Are they looking for the cheapest available fare?
This information will assist you in deciding which airline carrier best suits your clients needs
and to some degree that will dictate which source you will use to access the schedules.
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Selecting the carrier with the cheapest fare
If you are using a CRS/GDS to process the booking, and
considering all of the above, you can proceed to make the
booking using the system specific entries. Once you have
checked the availability and secured the seat in the applicable
class, complete the booking including quoting the fare and
taxes for the booking. Again there are CRS/GDS system
specific entries that you will use.
If your client requests the cheapest fare:

Use your CRS/GDS to do a ‘fare shop’ for the date and segment required. This screen
shot is for a one way flight Denpasar to Jakarta from the Galileo CRS
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
Elect the cheapest fare and note the class to be booked and display the rules associated
with that fare

Check the fare rules and conditions to ensure that you can use that fare

Sell the ticket by selecting the ‘Book’ icon and complete the booking by entering all CRS
mandatory fields

Collect the money or credit card

Issue the ticket and provide the e-ticket and receipt to client.
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3.2 Construct and cost draft itinerary in accordance
with host enterprise operational requirements
and identified client requirements
Introduction
It will depend on the individual travel agency’s policies and procedures if you simply provide
the passenger with the itinerary that can be produced via the GDS, or if you re-create using
your own company templates.
Creating itinerary
Regardless of which method is adopted the information provided to the passenger is what is
important. This information should always include:

Company logo with address and phone contact

Your name and the date the itinerary was prepared. This is just in
case any details of the itinerary change at all with time. Having the
date of preparation helps to clarify when the information was
provided and if changes may have occurred since its preparation

The passengers name as shown in the booking (all passengers) –
this is to double check that it is the same name that appears in the
passengers passport

The travel details in sequential order

All dates to include day, date and month e.g.: Thu 29 November
(‘Nov’ would also suffice)

All cities to be in full and if a particular airport is being utilised this should also be
indicated. For example MNL would be Manila, PEN would be Penang. If the airport code
was KUL, you would need to ensure you included KUL Sepang – Kuala Lumpur
International Airport

Airlines should be in full as well as using the 2 letter code e.g.; Bangkok Airways flight
number PG 906

Always try to account for all days while away, this can include accommodation, tours,
and sightseeing and time spend on ‘own arrangements’

Try to avoid using any jargon

Flight times should be in both 12 and 24 hour clock. Passengers need to understand the
24 hour clock as this is how the flights are displayed at airports around the world. Some
passengers however may not be familiar with the 24 hour clock so you can put both
times in so that they do not miss their flights.
Suggested arrival times for check in at the airport prior to each flight (this will vary from city
to city) although 60-90 minutes is common place.
Remember that with the increased use of e-tickets and e-documentation the more detailed
the information you can provide in the itinerary the better for your passengers.
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Example of travel agency specific passenger itinerary
WAI Travel
100 Thompson Road
NOVENA
Ph: +65 6637 9855
Travel consultant name would go here:
Date itinerary prepared would go here:
Itinerary specially prepared for:
Mr John Smith, Ms Zoe Peterson, Mr Yamin Danish, Mr Krisna Shanker, Mdm Gekkee
Ng
Please check in for your flight at Soekarno–Hatta International Airport Jakarta, 90 minutes
prior to departure.
Sat 01 Dec
Depart:
Arrive:
Jakarta
11.35am (1135)
Garuda Indonesia
Denpasar
2.35pm (1435)
Flt GA408
Once you have cleared immigrating and customs at Denpasar airport you will be met by a
representative of Travelscene Holidays. They will be holding a chalk board with your names
written on.
The coach transfer to you hotel will be approximately one hour.
Accommodation
Pelangi Bali Hotel & Spa
Jalan Dhyana Pura
Check in: Sat 01 Dec 4.00pm (1600)
Check out: Sat 08 Dec 11.00am
Seminyak Beach, Bali
Ph: 361 730 346
5 X single rooms
includes buffet breakfast daily
(1000)
Included in your holiday are return airport transfers also. Please be in the lobby by 11.30am
for your airport transfer.
Please check in for your flight at Denpasar Airport, 90 minutes prior to your departure
Sat 08 Dec
Indonesia
Depart:
Denpasar
Arrive:
Jakarta
3.35pm (1535)
4.35pm (1635)
Garuda
Flt GA411
You have indicated to me you will be travelling on Singapore and Australian Passports.
Please note that for a short stay less than 30 days no visas are required for passengers
travelling on Singapore passports however the passport must be valid for more than 6
months after the intended stay.
For Australian Passport holders a visa on arrival (VOA) will be issued on the payment of
USD25. The passport must also be valid for 6 months after the intended stay. All passengers
must have an onward ticket.
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3.3 Obtain approval and authority to proceed with
booking/s from client
3.4 Book approved itinerary with nominated
carriers
Introduction
Obtaining client approval and booking the carrier can often be a combined instant decision
as flights are often available for limited time frames at promotional or heavily discounted
prices.
Confirm booking with client
When booking normal fares confirmation by the client to proceed with
the booking would first be given in a face to face interview or over the
telephone. Once the passenger has agreed that the booking is as
required and the relevant fare is suitable to them you would make
arrangements to confirm all the details in writing.
If the passenger is making the booking with you in a face to face interview a simple way to
print an itinerary suitable for the passenger is using the command IEP in the CRS. You can
then provide this directly to your passenger. The fare booking rules and conditions however
will need to be forwarded in a letter which you construct yourself or via email.
Once you have made the reservation in the system it is important to give them a printed
copy of the booking and take the time to explain the components.
Remember that passengers are not always familiar with ‘travel jargon’. It is important to
explain the itinerary in terms they will understand. This may include changing the flight times
from 24 hour clock to 12 hour clock.
For example your passenger’s flight itinerary may read as follows, however what you would
say is expanded:
WED 1 APR
DEP: JKT
11.35
Garuda Indonesia
ARR: DPS
1435
Flt GA408
Your flight is confirmed for Wednesday 1 April departing Jakarta International Airport at
11.35 am. Your airline is Garuda Indonesia and the flight number is GA408. The flight arrives
into Denpasar airport at 4.35pm the same day.
You may choose to also expand the flight itinerary details and look at flight duration, number
of stopovers and number of meal services etc. This may be achieved by using the cryptic
entry for ‘Display Operation’ in the CRS.
E.g. DOGA408/01APR
(Command code DO then the flight number and the date)
You would also need to discuss the cost of the airfare and the relevant booking conditions.
If the booking request is made over the telephone, or via email, you can produce and email
an itinerary directly to your passengers email address provided in the booking simply by
using the command IEPJ-EMLA in the CRS. Again a follow up letter with fare rules and
booking conditions is necessary.
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3.5 Obtain payment from client, as required
Introduction
It is important to establish the client’s choice of method of payment prior to the actual day of
payment. Some airlines do not accept payment other than cash, some accept only credit
card. You must also establish the organisational procedures for cash, cheque and credit
card acceptance.
This performance criterion should be read in conjunction with 4.2 Process payment/s
made by client.
Payment methods
Cash
Under most circumstance payment by cash is readily acceptable. Particularly if the payment
is for an airline reservation made via a GDS. If however the booking has been made directly
via the airline’s website then cash is not a suitable form of payment. All bookings confirmed
via an airline website require payment to be made via the travelling passenger’s credit card.
EFTPOS
This is generally a preferred method of payment for businesses
as there is generally no bank fees for the agent and funds are
transferred immediately into the relevant bank account. It also
eliminates having potentially large amounts of cash on the
premises which can cause security issues.
Cheque
Payment via a personal cheque can be something that a travel agency is reluctant to accept
unless they have a long standing relationship with the passenger. As cheques can take up to
5 working days to clear you would need to request payment from your passenger up to a
week in advance of the ticketing time limit. This may or may not be convenient to the
passenger.
Credit Card
Accepting a credit card for payment of airfares will be an individual company decision. For
reservations confirmed via a GDS and ticketed through the GDS, payment via credit card will
incur a merchant fee from the issuing airline. This fee may vary and can have a strong
influence on the overall amount of commission earned for a booking.
When the payment is being accepted by the travel agent and not the airline the payments by
credit card are processed in the same way as cash. The additional task you must perform
when accepting payment by credit is to verify that the name on the card is the same as the
passenger and that their signature matches the one on the card.
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Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
1.
In order to check the seat availability, you must decide what class you need to book for
your client based on what key factors?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2.
Access to airline schedules, airfares and information in relation to the flights operated by
the various airlines is available electronically to travel agents via three electronic means.
What are they?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
3.
When checking seat availability on airline carriers you must decide what class you need
to book for your client based on what points
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
4.
Why should you include both 24 hour and 12 hour clock times when detailing client
itinerary?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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5.
Why would it be necessary to confirm all booking arrangements in writing?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
6.
What is the command to input into the CRS to produce and email an itinerary directly to
the passengers email address?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
7.
Why are travel agents reluctant to accept personal cheques as a method of payment?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Summary
Construct and cost itinerary for domestic air travel

Creating itinerary

Confirm booking with client

Payment methods:

Cash

EFTPOS

Cheque

Credit Card.
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Process documentation for domestic air travel
Element 4:
Process documentation for domestic
air travel
4.1 Prepare required travel documentation to
support approved client booking
Introduction
Prior to issuing the air documentation, an audit of the client detail in relation to the
passenger’s full name and title must be undertaken.
Verify ticketing details
Remember that the name on the air ticket must match exactly the name on the form of photo
identification or passport to be used. It is important to check titles and any ages of infants or
children.
Commonly, the following errors may be detected:

The family name is incorrectly spelt e.g. Barry and Barrie

The first name is a nick name and not a registered name

The title does not match the passport e.g. Mr and Dr

The ages are incorrect e.g. booked as infant and age is a child

The name is a married name however the passport or photo ID is in the person’s maiden
name.
In addition to the passenger name detail, the following should also be verified and/or
collected if not on file:

Home address and email address for delivery of air documentation

Telephone contact numbers e.g. home, business, mobile and if possible, contact
numbers at destination/s
Before issuing air tickets it is important to review the itinerary to ensure that it makes sense.
Verify itinerary
Check the following:

Date of departure – are the day, month and year correct?

Check the time of departure – should it be 0600 and not 1800?

Date and sector continuity – are there any gaps? Can they be
explained?

Connecting times – is there sufficient connecting time between flights?
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
Airports – has the flight been booked to/from the correct airport? e.g. Clark International
or Ninoy Aquino International, Manila Philippines?

Taxes – have they all been included.
Where the booking has been made using a GDS, the system will
generally highlight, at the time of booking, any date and segment
continuity issues and things such as insufficient connecting time.
However assuming that there are none of these issues, or the
system has been overridden at time of booking, the GDS will allow you to end the booking. It
is your responsibility to check that the dates, times, board and off points are correct and in
line with the passenger requirements.
Where the booking has been made online, via an airline website or via an airline travel
agents website (e.g. Zuji, Webjet etc.), you will be issuing the ticket at the time of booking
and will therefore not have a second opportunity to get it right. All the checks therefore must
be done at the time of the booking and prior to purchasing and paying for the ticket.
In particular, make sure that the conditions of the airfare in relation to amendments and/or
cancellations are understood by the client before you go ahead and issue the air ticket.
Consider providing the detail of the conditions of the fare to the client in writing e.g. via an
email.
Many discounted airfares are non-refundable and cannot have changes made, within various
time frames, depending on the fare rules.
Penalty fees
The penalties for amendment and/or cancellation will vary and you should check the fare
rule or fare sheet to ensure that both you and the passenger are aware of the penalties
arising from any of the following changes:

Changes before departure and before ticketing

Changes before departure and after ticketing

Changes after departure

Cancellation before departure and after ticketing

Cancellation after departure

Re-issue and/or revalidation fees.
It is general office routine to carefully check the conditions of an airfare before making a
booking and/or providing a price to the passenger. Consistent exposure to the various fares
and their associated conditions will, in time, result in familiarity with the basic conditions
governing a fare.
There is often however an interval between providing the quote and/or making the booking
and when the air ticket is issued. It is during this interval that things may change e.g. a fare
is withdrawn or has expired. The flight itinerary must therefore be checked prior to
proceeding to issue the air ticket to ensure that the fare remains valid and that the flights,
class etc. comply with the fare conditions.
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Prepare documents for delivery
There are a variety of documents that will require delivery to the passenger. These may
include letters of confirmation, tickets, invoices, itinerary and vouchers. Some passengers
will ask that their documents be sent by post or courier, others will prefer to receive them
electronically, others will like to collect in person.
Letters of confirmation
Confirmation of a passenger booking should be forwarded as soon as possible after the
booking has been made. Although the details of the booking will be discussed in detail at the
time of reservation it is important that a passenger receives written confirmation of all the
details of their booking. This provides a safety check that all details are as anticipated. It also
provides an opportunity for the travel consultant to give out information regarding the rules
and conditions of the booking and any visa requirements and offer the passengers travel
insurance. Often during the interview and booking process the passengers are all too busy
being excited about their holiday so they do not always listen to the finer points of the
booking requirements. A confirmation letter will provide this.
Invoices
Often an invoice detailing the total charges of the passengers booking will accompany the
letter of confirmation. Again these details would have been discussed during the interview
and booking process however a printed invoice provides a permanent record of the details of
the costs involved in the reservation.
Tickets, vouchers and final itinerary
As a guide, industry standard is no later than 2 weeks prior to
passenger departure date. That said, it is worth considering
dispatching e-ticket documents as they are issued and/or received.
Provided that you are not waiting for other documentation e.g. cruise
or tour vouchers, there is no reason to hold the e-tickets in your
office and not send them to the passenger. As a general rule,
passenger documents, if retained in the office, are stored in a secure
place, usually in a safe.
The advent of the requirement to show photo-ID when checking in for domestic travel, now,
to some extent, precludes the fraudulent use of a ticket.
Many passengers, particularly leisure passengers, will come into the office to collect their etickets and any other documentation such as vouchers etc.
If you decide to mail the documents then please allow sufficient time for delivery and ensure
they are sent using a service where the documents can be tracked, such a registered mail.
Some e-tickets such as those issued via an Agents Website or an Airline Website can be
emailed to the passenger if they elect this option.
Where however you have issued an e-ticket in your office using a CRS/GDS, except in
circumstances where you have internal technology which facilitates the emailing of the eticket to the passenger, the e-ticket will be printed and should then be mailed.
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Delivery options

E-mail

Post express mail

Registered mail

Delivery via a courier service.
Regular postal service is not generally used, as there is no way to track documents if they
fail to arrive.
As discussed the documentation provided to the passenger is, often, simply pieces of paper.
They are usually the only tangible items received which represent the exchange of monies
paid for product and service. Presentation of the documentation is important and should look
professional. Where possible, in packaging and presenting the documentation use:

Agency branded voucher covers

Agency branded itinerary covers

Stationery with agency logo

Wallets if available

Baggage labels

Extra information

Business card

Insurance policy (if purchased) together with applicable emergency contact information.
Provide the final documentation to the passenger through one
of the following methods:

Face to face

Email – PDF or similar files

Registered mail

Post express

Courier or personal delivery.
Where possible, in particular with leisure travel, it is advisable
to meet face to face with the passengers when providing their
final documentation to them. Where documentation is being produced on behalf of another
consultant they will indicate how the documents will be delivered to the passenger
When deciding how best to dispatch documentation, consider:

When the passengers are departing

Where they live

Public holidays

Contents

Service levels associated with the various delivery options.
Documentation which includes documents which are accountable and can be utilized,
without verification of passenger identification, passports or travellers cheques should
always be sent via a traceable delivery service such as registered mail
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4.2 Process payment/s made by client
Introduction
Once all details have been finalised, bookings confirmed and itineraries printed, final
payment can be processed. Enterprise procedures may vary from one establishment to
another. Be sure you are familiar with them as incorrect procedures may result in a financial
loss to the company.
This performance criterion should be read in conjunction with 3.5 Obtain payment from
client, as required.
Payment methods
Cash
When accepting payment via cash remember to follow all organisational procedures which
may include:

Add individual amounts either on the cash register or by
other means

Inform the client of the total amount owing

Count out and state aloud the amount the passenger
has provided you

Put the cash tended on top of the cash drawer

Calculate the change using the register or other means

Take the change from the cash drawer

Count the change back to the passenger

Place the money tended which is on top of the cash drawer into the drawer and close the
till.
Cheque
Some fare rules require that tickets be issued on the spot (instant issue fares) or within a few
days of booking. In this instance payment by cheque would not be encouraged, as once a
ticket is issued all cancellation penalties would apply. If for some reason the passengers
cheque ‘bounced’ and was not cleared into your account you would effectively have a ticket
that the passenger has not paid for and would be liable for all amendment fees associated
with the cancellation of the ticket.
Always check with your manager before accepting payment by personal cheque from a
passenger.
Bank cheques are considered to be the same as cash. You may accept a bank cheque in all
the same circumstances you would accept cash.
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Credit card, Debit card and EFTPOS transactions
There are a wide variety of credit cards acceptable through
Amadeus including Visa, MasterCard, American Express,
Carte Blanche and Eurocard to mention only a few. When
accepting a credit card on behalf of the airline for a ticket
issued through a GDS it is vital to ensure that you obtain
authorisation prior to ticket issue.
An example of the entry for ticketing when payment is via
credit card (in Amadeus)will include the form of payment in the following format:
FPCCCA54998300000000015/0215/N1234/P1
This shows that the card for payment is a MasterCard, the number of the card, the expiry
date of the card, the authorisation number provided by the airline (the merchant) and which
passenger in the booking the card belongs to.
Some travel agencies will elect to accept credit card payments from passengers with
themselves as the merchant and accept the fees, then issue the tickets through the GDS as
a cash payment.
This most common method of payment today is using an EFTPOS machines for credit card,
debit card and funds transfer transactions. You will need to swipe the guest’s card through
the machine to enable the transaction. The receipt provided will go into the cash register as
you would with cash and is balanced at the end of shift following organisational procedures.
Provide a valid tax receipt to your passenger. This may be the one produced by the POS
register, or computer system or you may have to handwrite one. If you are hand writing a
receipt the key details to remember are:

The date of the purchase

The items sold

The GST amount is shown separately from the total
(or as required by local law)

The total cost of the items

How the amount was paid (cash, cheque, credit and
so on).
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4.3 Issue travel documents
Introduction
Preparation is the key to accuracy in documentation. Prior to commencing the production of
documentation, the client file must be checked to ensure that the documents to be produced
reflect the product and services that have been booked and that they are in fact confirmed.
In most instances, documentation is not provided where the product or service is
unconfirmed i.e. on request or unpaid.
Using a client file
Travel agents use a client file to record all information in relation
to the client, the travel arrangements booked and all the
associated financial transactions relating to that particular file.
Each client file number is a unique reference number, the format
of which is enterprise specific.
A client file number is often only allocated (manually or
electronically) once a booking has been made and a deposit
received from the client.
A similar system (unique reference number) is usually employed
to record quotations. The protocols for a quotation reference
number are again, enterprise specific.
Generally these client files/quotation reference numbers are
allocated electronically and are recorded using a back-office
application.
Some systems used by travel agents have the facility to provide an itinerary and/or quotation
which includes the detail of all the products and services required and booked for the client.
In addition, the system will record and allocate a client file or reference number and some
systems offer the facility to convert a quotation into an actual booking.
Most travel agents use one of the following methods to record the detail of the products and
services booked, their status and other relevant client details.
1. A totally manual system
2. A totally electronic system
3. A combination of both – most common
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Client details
Regardless of the system used, for bookings, the following client details must be recorded by
the travel agent:

Name of the person making the booking or requesting

Their contact details i.e. telephone number, mobile,
email address etc.

The name and address of their company, if applicable

The full street address of the passengers

The full names of the passenger/s (first name, family
name and title)

The passenger contact details, telephone, mobile,
email and so on

Date of birth for any children or infants travelling

Source (corporate, past passenger, referral and so on)

Detail of all products and services booked.
Products and services
The following detail for products and services booked must include:

What products and services have been booked – flight, hotel, car and so on

Where has it been booked for – airport, city and so on

When has it been booked for – start and end dates

Who has it been booked for – names of passengers

How was it booked – via an operator, wholesaler, direct, internet and so on

Relevant booking/quote reference numbers.
It is also very important to record the status of the product or service i.e. confirmed, on
request, waitlisted and so on.
In many instances the detail reflected on the documentation will be directly and automatically
derived from the electronic client file. In other cases the detail must be manually extracted
from the client file and then recorded on the documentation. The specific process is office or
enterprise specific.
Vouchers
To ensure accuracy when preparing to issue documentation the following should be checked
prior to commencing voucher production:

All passenger names match their photo ID/passport

All passenger names are correct across all items, products or services

All items, products or services have a confirmed status

There is date/city continuity for all items, product or services booked

There are no unexplained gaps in the itinerary

The booking is fully paid.
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The information reflected on vouchers and other documentation provided should not include
the use of standard travel industry abbreviations, jargon or codes. Everything should be
clearly written so that nothing is left open to interpretation.
Ensure when checking documentation that you take particular notice of the names. Typically
names and titles are the subject of errors and often they are not immediately apparent. Here
are some examples of common errors:
Mr Cameron Ryan
Mr Ryan Cameron
Mrs Chen Ming Wong
Mr Chen Meng Wong
Master Robert Barri
Master Robert Barry
Miss Charlie Khartri
Mr Charlie Khartri
Once documentation has been issued, changes requiring a reissue by the airline will incur a
fee. If the documentation is being produced ‘in-house’ using the travel agent’s internal
automated system, any errors detected on documentation will go back to the source of the
information which is usually the client file. Manually produced documents are also subject to
errors and therefore once produced, they should be checked very carefully for accuracy.
Issuing airline tickets
To issue airline tickets, an agency must be accredited by the airline and IATA (International
Air Transportation Association). This accreditation then permits the agency to hold ticket
stock and issue tickets.
Accredited agencies may earn commission on the
reservations made and ticketed.
E-ticket stock is provided to accredited travel agents by BSP
(Billing and Settlement Plan).
There are a number of ways to issue e-tickets:

Issue at time of booking using an online airline travel
agents website

Issue via a CRS/GDS using the ticketing facility

Issue via the airline e.g. a group.
Remember when using an online airline travel agent website, in order to secure the seat for
your passenger, the booking must be paid for in full at the time of reservation. Once the
payment has been processed (almost instantly) the airline will auto generate the e-ticket and
associated conditions of carriage etc. to the email address entered at the time that the
booking is made. Generally this will be the travel agents email address.
When a booking is ticketed via an airline travel agent website, no actual ticket is issued. The
passengers will instead receive an itinerary which details the flight details, the fare and
taxes, the fare conditions and personal details.
In the example that follows, the e-tickets have been generated via an online Agents website
and reflect the following:

Full names of all the passengers

Their airline loyalty member numbers

The itinerary and flight details
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Process documentation for domestic air travel

The airfare and the taxes

The payment method.
Issuing an e-ticket using a CRS/GDS
Amadeus, Galileo and Sabre all offer an e-ticketing facility. In order to use this functionality
you need to ensure that the following requirements are met:

Agency activated for e-ticketing

Airline/s approval for e-ticketing

BSP advised of Airline approval for e- ticketing

Electronic tickets assigned

Terminal linked to a printer (not a ticket printer)

Appropriate carrier and/or GDS e-ticket training provided

Your booking has been created in the applicable GDS.
The applicable ticket number/s are generated and recorded in the booking, by passenger.
The associated paper work that is generated by this process is minimal and is only for audit
purposes i.e. BSP remittance and agent records.
The passenger is provided with an itinerary and e-ticket receipt which reflects their booking
reference number, name, flight details, fare and taxes paid. They may or may not be
required to produce this when they check-in. What is critical is that the photo ID produced at
check-in, matches exactly the name in the booking and therefore the ticket.
In the example below, the e-tickets have been issued using a CRS and the itinerary reflects
all the flight and passenger data together with the ticket numbers and payment information.
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Example of an e-ticket issued via a travel agent using a GDS – Abacus
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An example of an E-ticket for a reservation confirmed via an online travel agent – Zuji
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Process documentation for domestic air travel
Following is an example of a flight confirmation issued when a booking is confirmed directly
with an airline. In this instance the flight confirmation is sufficient evidence for check in at the
airport. The confirmation is created upon full payment at the time of booking.
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General ticketing overview

One ticket per passenger is required

One coupon per flight is required – a separate flight
coupon is required for each change of carrier and for
each portion of the journey where a change of flight or a
stopover is involved

Where the itinerary consists of more than 4 flights,
conjunction tickets must be issued and must be of the
same form code and completed in numeric order

Flight coupons are issued in date and segment sequence

Tickets cannot be transferred from the named ticketed passenger to anyone else

Only IATA approved currency codes are to be used e.g. SGD, USD.
You will come across various hard and soft copy formats for e- tickets depending on how
they were issued and by whom.
In terms of the client, they simply receive a hard copy (print out) or soft copy of the actual
electronically issued air ticket. All the relevant details in relation to the air booking and the
ticket issued are held in the passenger PNR and are sent electronically to the airline. The
information can be displayed in the GDS if necessary.
When the passenger checks in for their flight, the check-in person will access the airline
system and retrieve all the passenger booking details including the e-ticket details. The
passenger must of course be in possession of photo identification which matches the name
in the booking, failing which they will be denied boarding.
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Process documentation for domestic air travel
4.4 Update internal records
Introduction
You will likely be dealing with multiple clients with varying requirements so information on
internal records must be updated as changes occur. There may also be a need for other
agency staff to access the client file for various reasons and it would not do for them to have
inaccurate or incomplete information to work from which ultimately reflects badly on the
company.
Update and store records
Copies of all documentation, received and dispatched, should be retained in the office for
reference. Regardless if they are soft or hard copy, where these are kept, will be office
specific. You will usually receive or produce a combination of one or more of the following:

Electronic documents sent by supplier/operator

Hard copy documents sent by supplier/operator

‘In-house’ produced, electronic documents

‘In-house’ produced hard copy documents.
Back-end office applications may automatically save any
‘in-house’ produced documentation against the passenger
file number.
A detailed itinerary which presents all the travel
arrangements booked, whether pre-paid or not, should be
provided, in date and product/service continuity, for the
passenger/s. A file copy should be retained for the file.
Any documentation created by within the agency should have version control to clearly
identify the production date of the document.
Although it is still common for travel agents to keep a lot of printed information as reference
material, there are a number of reasons for trying to reduce paper files and printed material
and to store and access information electronically. A key benefit with electronic storage is
instantaneous record updating. Version control is automatic as information changes are
reflected by date and time updates against the file.
In order to reduce resource waste, all office resources must be used effectively so that costs
can also be minimised. It is ideal that all organisations train their staff to use office resources
appropriately depending on their job role within the organisation.
If you have downloaded information or require information from a client file, you need to
make the decision on whether or not the information or documentation is worth printing.
When sourcing and providing information for clients or suppliers, remember that quality is
more important than quantity.
Keep in mind that paper files take up a lot of space and it can be a challenge to file
appropriately. Printed information can also become out-dated quite quickly. It is much more
logical to know how to access information from saved computer files, or ideally from reliable
online sources, and to print as required.
Each organisation will have their own policies and procedures in place to ensure that office
resources are used effectively and electronic information is saved and stored appropriately.
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Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
1.
What ticketing amendments may attract penalties?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2.
If you are hand writing a receipt what are the key details to remember?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
3.
What might organisational procedures include when accepting payment by cash?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
4.
Why do travel agents use a ‘client file’?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
5.
What are the methods you will usually receive or produce documents?
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Process documentation for domestic air travel
Summary
Process documentation for domestic air travel

Verify ticketing details

Verify itinerary

Penalty fees

Prepare documents for delivery

Payment methods:


Cash

Cheque

Credit card, Debit card and EFTPOS transactions
Using a client file:

Client details

Products and services

Vouchers

Issuing airline tickets

Issuing an e-ticket using a CRS/GDS

Update and store records.
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Presentation of written work
Presentation of written work
1. Introduction
It is important for students to present carefully prepared written work. Written presentation
in industry must be professional in appearance and accurate in content. If students
develop good writing skills whilst studying, they are able to easily transfer those skills to
the workplace.
2. Style
Students should write in a style that is simple and concise. Short sentences
and paragraphs are easier to read and understand. It helps to write a plan
and at least one draft of the written work so that the final product will be
well organised. The points presented will then follow a logical sequence
and be relevant. Students should frequently refer to the question asked, to
keep ‘on track’. Teachers recognise and are critical of work that does not
answer the question, or is ‘padded’ with irrelevant material. In summary,
remember to:

Plan ahead

Be clear and concise

Answer the question

Proofread the final draft.
3. Presenting Written Work
Types of written work
Students may be asked to write:

Short and long reports

Essays

Records of interviews

Questionnaires

Business letters

Resumes.
Format
All written work should be presented on A4 paper, single-sided with a left-hand margin. If
work is word-processed, one-and-a-half or double spacing should be used. Handwritten
work must be legible and should also be well spaced to allow for ease of reading. New
paragraphs should not be indented but should be separated by a space. Pages must be
numbered. If headings are also to be numbered, students should use a logical and
sequential system of numbering.
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Presentation of written work
Cover Sheet
All written work should be submitted with a cover sheet stapled to the front that contains:

The student’s name and student number

The name of the class/unit

The due date of the work

The title of the work

The teacher’s name

A signed declaration that the work does not involve plagiarism.
Keeping a Copy
Students must keep a copy of the written work in case it is lost. This rarely happens but it
can be disastrous if a copy has not been kept.
Inclusive language
This means language that includes every section of the population. For instance, if a
student were to write ‘A nurse is responsible for the patients in her care at all times’ it
would be implying that all nurses are female and would be excluding male nurses.
Examples of appropriate language are shown on the right:
Mankind
Humankind
Barman/maid
Bar attendant
Host/hostess
Host
Waiter/waitress
Waiter or waiting staff
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Recommended reading
Recommended reading

CRS training manual

Individual airline websites.
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Recommended reading
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Trainee evaluation sheet
Trainee evaluation sheet
Construct and ticket domestic airfares
The following statements are about the competency you have just completed.
Please tick the appropriate box
Agree
Don’t
Know
Do Not
Agree
Does Not
Apply
There was too much in this competency to cover
without rushing.
Most of the competency seemed relevant to me.
The competency was at the right level for me.
I got enough help from my trainer.
The amount of activities was sufficient.
The competency allowed me to use my own
initiative.
My training was well-organised.
My trainer had time to answer my questions.
I understood how I was going to be assessed.
I was given enough time to practice.
My trainer feedback was useful.
Enough equipment was available and it worked well.
The activities were too hard for me.
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Trainee evaluation sheet
1.
The best things about this unit were:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
2.
The worst things about this unit were:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
3.
The things you should change in this unit are:
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
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Trainee self-assessment checklist
Trainee self-assessment checklist
As an indicator to your Trainer/Assessor of your readiness for assessment in this unit
please complete the following and hand to your Trainer/Assessor.
Construct and ticket domestic airfares
No*
Yes
Element 1: Confirm client requirements for domestic air travel
1.1
Identify and confirm needs and preferences of client


1.2
Identify and access appropriate resources to enable processing of client
requirements




Element 2: Interpret domestic airfare information
2.1
Identify and explain domestic airfare information
Element 3: Construct and cost itinerary for domestic air travel
3.1
Select carriers to accommodate identified client requirements


3.2
Construct and cost draft itinerary in accordance with host enterprise
operational requirements and identified client requirements


3.3
Obtain approval and authority to proceed with booking/s from client


3.4
Book approved itinerary with nominated carriers


3.5
Obtain payment from client, as required


Element 4: Process documentation for domestic air travel
4.1
Prepare required travel documentation to support approved client
booking


4.2
Process payment/s made by client


4.3
Error! Reference source not found.


4.4
Issue travel documentation


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Trainee self-assessment checklist
Statement by Trainee:
I believe I am ready to be assessed on the following as indicated above:
Signed: _____________________________
Date: ____________
Note:
For all boxes where a No* is ticked, please provide details of the extra steps or work you
need to do to become ready for assessment.
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