| Travel agent | Tour operator |
| Online travel agency | Corporate travel agent |
| Leisure travel agent | Incentive travel agent |
| Destination management company | Consortia |
| A company that specializes in organizing and conducting tours for travelers, often providing transportation, accommodation, and other travel services. | A person or company that acts as an intermediary between travel providers and travelers to arrange and book travel services. |
| A travel agent that specializes in managing business travel, often providing specific services geared towards the needs of corporate clients. | A company that provides travel services and bookings exclusively through the internet. |
| A travel agent that specializes in arranging travel rewards or incentives for employees or customers of a company. | A travel agent that specializes in arranging travel services for non-business related travel, such as vacations or personal trips. |
| A group of travel agencies or agents that join together to increase their buying power and access to travel providers. | A company that specializes in managing and organizing travel services and events in a specific destination or region. |
| Global distribution system | Preferred supplier |
| Commission | Service fee |
| Travel Agent | Travel and Tourism Industry |
| Functions | Reservation |
| A travel provider that offers special rates, services or benefits to travel agents or consortia that book a certain volume of travel with them. | A computerized reservation system used by travel agents to access and book travel services from worldwide travel providers. |
| A fee charged by a travel agent to provide additional services beyond booking travel, such as itinerary planning or travel insurance. | The amount of money a travel agent earns for booking travel services for a client, typically a percentage of the total cost of the booking. |
| The industry that includes all businesses that directly or indirectly provide goods and services related to travel and tourism | A professional who provides advice to clients on travel destinations, modes of transportation, accommodations, and travel rates |
| The act of reserving a travel accommodation, such as a hotel room or flight | The different duties and responsibilities of a travel agent, which may include booking transportation, arranging accommodations, and providing advice to clients |
| Itinerary | Customer Service |
| Budget | Promotions |
| Documentation | Communication |
| Tourism Products | Marketing |
| Providing assistance and support to clients before, during, and after their travels | A travel plan that includes the details of transportation, accommodations, and activities for a trip |
| Special offers or discounts provided by travel businesses to attract customers | A financial plan that includes the estimated costs of a trip and the money that is available to spend |
| Conveying information clearly and effectively to clients, colleagues, and travel businesses | The paperwork and identification required for travel, such as passports, visas, and tickets |
| The process of promoting and advertising travel and tourism products to potential customers | The different types of experiences and services offered in the travel and tourism industry, such as tours, cruises, and resorts |
| ATOL | ABTA |
| Consumer Protection | Data Protection |
| Package Travel Regulations | Tour Operator |
| ABTOT | Travel Agency |
| The Association of British Travel Agents is a trade association with over 4,300 travel brands in the UK. Members of ABTA must adhere to codes of conduct and practice, which serves as an assurance for customers with regards to the quality and reliability of services provided. | The Air Travel Organisers Licence is a legal requirement for businesses selling air holiday packages which include flights or flight-only options. This is essential for the protection of customers against losses that may occur in the event of the company's insolvency. |
| A set of legislation that requires businesses to handle personal information carefully and responsibly. In the UK, the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) are enforced to ensure that data is being handled in lawful and transparent ways. | Laws enforced to protect consumers against unfair business practices and misleading advertising. In the UK this is enforced by the Competition and Markets Authority, which monitors and takes legal action against any business found to be in breach of consumer protection rules. |
| A company that is responsible for organizing and selling package holidays. Tour operators often work with travel agents to sell their holidays to customers, and must comply with regulations such as the Package Travel Regulations and ATOL. | A set of regulations that provide protection for customers booking package holidays which include at least two of the following: transport, accommodation or other tourist services. UK regulations are based on the EU Package Travel Directive 2015. |
| A business that specializes in providing a range of travel and tourism related services to consumers, such as booking flights, hotels, and tours. Travel agencies can operate either online or through a physical location. | The Association of Bonded Travel Organisers Trust provides protection for customers booking with small or specialist holiday providers. Members of ABTOT are bonded which means that customers are protected in case the company becomes insolvent. |
| Civil Aviation Authority | Financial Protection |
| Code of Conduct | Informed Consent |
| Customer Service | Travel Agents |
| Basics | Importance |
| Protecting customer's financial investments in terms of the services booked for a package holiday. This includes insolvency protection which is enforced by various industry bodies such as ATOL and ABTOT. | A UK regulator responsible for overseeing aviation safety and consumer protection. The CAA also issues ATOL licenses to travel businesses, and monitors compliance with regulations such as the Package Travel Regulations. |
| A process where individuals are provided with adequate information to make decisions related to their rights, choices or future options. Informed consent is essential in the travel industry where travellers must be informed of the risks associated with their travel arrangements. | A set of rules and ethical principles that guide the behaviour of businesses. Travel agents and tour operators must adhere to codes of conduct, which often include rules around fair treatment of customers, accurate advertising, and the handling of personal data. |
| Professionals who provide advice and services related to travel, including booking flights, accommodations, and activities. | Assisting and interacting with customers in a professional, helpful, and friendly manner to meet their needs and exceed their expectations. |
| The value and significance of customer service for travel agents in terms of building and maintaining customer relationships, boosting customer satisfaction and loyalty, and generating business revenue. | Fundamental principles and essential knowledge that underlie customer service in the travel industry. |
| Skills | Excellent |
| Loyalty | Interaction |
| Communication | Problem-solving |
| Time management | Cultural awareness |
| Of the highest quality or standard, exceeding customer expectations and creating a positive customer experience. | The abilities and competencies required to provide excellent customer service, such as communication, problem-solving, time management, and cultural awareness. |
| The exchange of information and communication between the customer and travel agent, involving active listening, questioning, and providing relevant and accurate answers. | A customer's commitment and continued support for a business or brand due to their positive experiences and satisfaction with the products or services provided. |
| The ability to identify, analyze, and resolve issues and challenges that customers may encounter during their travels, demonstrating resourcefulness, creativity, and empathy. | The process of conveying information and ideas through verbal, nonverbal, and written means, utilizing effective language, tone, and body language to communicate clearly and respectfully with customers. |
| The knowledge and sensitivity toward different cultures, customs, and beliefs, allowing travel agents to provide tailored and respectful service to customers from diverse backgrounds. | The effective use of time and prioritization of tasks to ensure timely and efficient service delivery to customers, while balancing multiple demands and deadlines. |
| Effective customer service | Difficult customers |
| De-escalation strategies | Prevention strategies |
| Active listening | Empathy |
| Mutually agreeable solution | Clear communication |
| Customers who may have specific needs or demands that are challenging to meet, exhibit rude or disruptive behavior, or have difficult personalities. | The ability to provide satisfactory and attentive service to customers, resulting in their satisfaction and loyalty to a business. |
| Actions or policies a business can implement to prevent difficult customer situations from arising, such as clear communication, reasonable policies, and proper training for staff. | Techniques or methods used to calm and defuse a situation with a difficult customer, including active listening, empathizing, and finding a mutually agreeable solution. |
| The ability to understand and relate to a customer's feelings and point of view, to establish a rapport and trust. | The practice of fully hearing and understanding what a customer is saying, and responding in a way that shows they have been heard and acknowledged. |
| The use of concise and direct language, tone, and body language to convey information to customers that is easy to understand and follow. | A resolution or compromise reached with a difficult customer that meets their needs or demands while also satisfying the policies and goals of a business. |
| Reasonable policies | Proper staff training |
| Disruptive behavior | Difficult personalities |
| common problems | effective problem-solving |
| range of situations | problem-solving techniques |
| The process of providing employees with the necessary knowledge, skills, and attitudes to effectively handle difficult customer situations, including customer service techniques and conflict resolution strategies. | A set of rules or guidelines that are fair and justifiable, and take into account the needs and satisfaction of both the business and customers. |
| Distinctive ways in which a customer may behave, based on their personality traits, values, and cultural background, that may pose a challenge to serving them effectively. | Actions and conduct by a customer that may cause disturbances to other customers, disrupt business operations, or violate rules or policies. |
| The ability to find solutions that are practical and useful in resolving customer issues. | Issues that are frequently experienced in the travel and tourism industry. |
| Methods and approaches used to resolve problems in the travel and tourism industry. | Different types of scenarios that may have different problems that need to be addressed in travel and tourism. |
| customer service | evaluation |
| root cause analysis | decision-making |
| creativity | critical thinking |
| feedback | teamwork |
| The process of assessing the effectiveness of problem-solving techniques in the travel and tourism industry. | The provision of assistance and support to customers before, during, and after their travel experiences. |
| The process of making choices or selecting a course of action in the travel and tourism industry. | A technique used to identify the underlying cause of a problem in the travel and tourism industry. |
| The ability to analyze and evaluate problems and information in the travel and tourism industry. | The ability to come up with novel solutions to problems faced in the travel and tourism industry. |
| Collaboration among individuals with different skills and strengths to resolve problems in travel and tourism. | Information provided by customers about their experiences that can be used to improve problem-solving techniques in travel and tourism. |
| Airplane | Train |
| Bus | Car |
| Bicycle | Boat |
| Motorcycle | Subway |
| A mode of transportation that runs on tracks and provides comfortable and relatively fast travel over longer distances. | A mode of transportation that allows travelers to quickly and efficiently cover long distances through the air. |
| A mode of transportation that offers flexibility and independence, allowing travelers to create their own itinerary and schedule. | A mode of transportation that travels on roads and offers a more affordable option for medium to long distances. |
| A mode of transportation that allows travelers to explore waterways and coastlines, providing unique perspectives and experiences. | A mode of transportation that allows travelers to explore their surroundings at a slower pace and with minimal environmental impact. |
| A mode of transportation that operates on a fixed rail system underground, providing a fast and efficient option for city travel. | A mode of transportation that provides a sense of freedom and adventure, but may also be less safe than other modes and can be challenging in inclement weather. |
| Taxi | Ferry |
| Rideshare | RV |
| Hotel | Hostel |
| Vacation rental | Bed and Breakfast |
| A mode of transportation that carries passengers and vehicles across bodies of water, providing access to islands and other destinations that may be difficult to reach by other means. | A mode of transportation that offers convenience and flexibility for short to medium distances, but may be more expensive than other options. |
| A mode of transportation that provides both transportation and accommodations, allowing travelers to explore at their own pace and with all the comforts of home. | A mode of transportation that allows travelers to connect with private drivers using their smartphone, offering convenience and often lower prices than taxis. |
| A budget accommodation that typically provides dormitory style rooms with shared facilities such as bathrooms and kitchens. | A lodging establishment that provides paid accommodation for travelers and often includes amenities such as room service, restaurants, and swimming pools. |
| A lodging establishment that provides overnight accommodations and breakfast, often in a private home or small inn. | A privately owned accommodation that is rented out to travelers, often equipped with a full kitchen, living space, and amenities such as a pool or beach access. |
| Camping | Resort |
| Motel | Airbnb |
| Condominium | Guest House |
| Lodge | ApartHotel |
| A lodging establishment that provides a variety of amenities and activities, often including multiple restaurants, pools, and recreational opportunities. | An outdoor accommodation option that involves staying in a tent or RV and often includes access to nature and outdoor activities. |
| An online marketplace that connects travelers with accommodation options that are often privately owned homes or apartments. | A budget accommodation that typically provides basic lodging amenities such as a bed, bathroom, and parking, often located near major highways or tourist attractions. |
| A budget accommodation that provides overnight lodging in a private home, often with shared facilities such as bathrooms and kitchens. | A privately owned residential unit within a larger complex, often marketed as a vacation rental and providing amenities such as a full kitchen and living space. |
| A combination of an apartment and a hotel, providing apartment-style units with the amenities of a hotel such as daily cleaning and reception services. | A rustic accommodation option typically located in natural settings such as mountains or forests, often providing access to outdoor activities and communal dining areas. |
| Tour package | Escorted tour |
| Independent tour | All-inclusive package |
| Cruise package | Adventure tour |
| Cultural tour | Luxury tour |
| A tour package where a tour guide accompanies the group throughout the trip and manages all aspects of the tour. | A pre-arranged vacation package that includes transportation, accommodations, and often meals and activities. |
| A tour package where all meals, accommodations, and activities are included in the cost of the package. | A tour package where travelers have more freedom and flexibility to plan their own itinerary and activities. |
| A tour package that involves outdoor activities such as hiking, biking, or rafting. | A tour package that includes a cruise ship journey with additional activities, meals, and accommodations on land. |
| A tour package that includes high-end accommodations, fine dining experiences, and exclusive activities. | A tour package that focuses on experiencing the customs, traditions, and history of a particular place or people. |
| Budget tour | Group tour |
| Private tour | Benefits |
| Limitations | Effective pricing |
| Factors affecting pricing | Dynamic pricing |
| A tour package where travelers join a group of other travelers for the trip and share the experience with them. | A tour package that is designed for travelers looking for affordable options with basic accommodations and fewer amenities. |
| Advantages or positive aspects of a particular type of tour package for travelers, such as convenience, cost-effective, easy planning, safety, etc. | A tour package where travelers have the option of having a private vehicle and driver/tour guide for the trip. |
| The right pricing practices can maintain a satisfactory level of profit while also ensuring that customers are satisfied with prices, which can lead to positive feedback and repeat business. | Disadvantages or negative aspects of a particular type of tour package for travelers, such as limited flexibility, less cultural immersion, higher costs, etc. |
| The practice of changing prices based on different factors such as time of day, week, and year, customer demand, competition, and other market factors. | Factors such as competition, seasonality, location, product/service type, and customer demand can have a significant impact on pricing. |
| Bundling | Add-on pricing |
| Penetration pricing | Premium pricing |
| Psychological pricing | Service pricing |
| Product pricing | Competitive pricing |
| The practice of offering a basic product or service at a lower price and then charging customers for additional features or services to increase revenue. | The practice of selling different products or services together at a reduced or discounted price to increase revenue and attract more customers. |
| The practice of setting higher prices for products or services associated with quality, prestige, and exclusivity, aimed at a specific group of customers willing to pay more for these attributes. | The practice of setting an initial low price to gain market share and attract customers, with the intention of raising prices later once the product/service gains popularity and customer loyalty. |
| Setting an appropriate price for travel services in order to maximize revenue while remaining competitive with other service providers in the industry. | The practice of using specific pricing strategies, such as odd pricing or round pricing, to influence customers' perception of the product/service value. |
| Setting a price near or equal to the competitor's price on similar travel products or services. | Setting an appropriate price for travel products in order to maximize revenue while remaining competitive with other product providers in the industry. |
| Discount pricing | Product Knowledge |
| Importance | Research |
| Evaluation | Skills |
| Effective | Stay up-to-date |
| Understanding the details about travel products that a travel agent is selling or promoting to customers | Offering a reduced price for travel products or services in order to increase sales or attract new customers. |
| The process of gathering information about different travel products to provide appropriate recommendations to customers | The quality of being significant or necessary to travel agents in order to provide better advice and service to customers |
| Abilities or competencies that are necessary to effectively research, evaluate and promote various travel products | The process of analyzing the quality, features and cost of travel products to make an informed decision |
| Continuously acquiring knowledge on the latest trends and developments in the travel industry to provide customers with the most updated information | Producing the desired results in researching and evaluating travel products to provide customers with the best options |
| Industry developments | Client satisfaction |
| Bookings | Sales |
| Marketing | Advertising Channel |
| Offline Advertising | Online Advertising |
| The level of contentment or happiness that a customer experiences after interacting with a travel agent and having their travel needs met | Changes, trends, and updates that occur in the travel industry, such as new destinations or technologies, that affect the travel products offered |
| The act of selling travel products to customers to generate revenue for the travel agency | Reservations or arrangements made for a customer's travel plans or accommodations |
| A medium used by travel agents to reach their target audiences with their advertising messages. | Promotion and advertising of travel products to potential customers to increase sales and revenue |
| Advertising channels that are exclusively online and can encompass a variety of platforms, such as social media, blogs, and websites. | Advertising channels that are not online, such as print media, television, and radio. |
| Print Media | Television Advertising |
| Radio Advertising | Social Media Advertising |
| Online Display Advertising | Email Advertising |
| Search Engine Advertising | Podcast Advertising |
| A form of offline advertising that includes commercials shown on television. | A form of offline advertising that includes magazines, newspapers, and brochures. |
| Advertising that takes place on social media platforms such as Facebook, Twitter, Instagram and LinkedIn. | A form of offline advertising that includes commercials played on the radio. |
| Advertising that is sent directly to a subscriber's email inbox. | Advertising that includes banner ads on websites and applications. |
| Advertising on podcasts, which are audio programs available as downloads or streams, usually in a series of episodes. | Advertising that is displayed when users search for specific keywords on search engines such as Google. |
| Target Audience | |
| A specific group of people an advertising message is designed to reach. | |