Certificate in Travel Agency Operations and Ticketing

LAPT

London Academy of Professional Training

Certificate

REF: TRV-C02 • Travel and Tourism Centres • Travel Agency & Tour Operations

4Subjects	54Chapters	480Classes	400Total Marks	60%Pass Mark	LifetimeValidity

At a Glance

Reference	TRV-C02
Award	Certificate
Assessment	400 marks — 240 to pass (60%)
Prerequisites	None
Validity	Lifetime
Awarding Body	LAPT — London Academy of Professional Training

Curriculum

Travel Agency Operations and Travel Documentation

16 chapters · 120 classes 100 marks

• 1 Understanding the Travel Agency Landscape — 5 classes

› 1.1 Exploring the Role of Travel Agencies

› 1.2 Establishing Interest in Sustainable Travel

› 1.3 Collecting Travel Information and Data

› 1.4 Analyzing Travel Industry Stakeholders

› 1.5 Applying Basic Travel Agency Terminology

• 2 Service Offerings and Customer Relations — 5 classes

› 2.1 Understanding Service Offerings in Travel Agencies

› 2.2 Identifying Customer Needs in Travel Services

› 2.3 Building Positive Customer Relationships

› 2.4 Handling Customer Inquiries and Complaints Effectively

› 2.5 Applying Customer Feedback to Improve Service Offerings

• 3 Introduction to Global Distribution Systems (GDS) — 5 classes

› 3.1 Understanding the Role of Global Distribution Systems in Travel

› 3.2 Exploring Major Global Distribution Systems Providers

› 3.3 Navigating the Interface of a GDS Platform

› 3.4 Interpreting Essential GDS Terminology and Codes

› 3.5 Simulating Basic Booking Operations Using GDS

• 4 Operational Procedures and Best Practices — 5 classes

› 4.1 Understanding the Role of a Travel Agency

› 4.2 Navigating Common Travel Agency Systems and Tools

› 4.3 Implementing Client Interaction Protocols

› 4.4 Managing Daily Operations and Workflow

› 4.5 Applying Best Practices for Efficiency and Customer Satisfaction

• 1 Understanding Essential Travel Documents — 5 classes

› 1.1 Identifying Key Travel Documents

› 1.2 Understanding Passport and Visa Requirements

› 1.3 Exploring Health and Safety Certifications

› 1.4 Navigating Customs and Immigration Forms

› 1.5 Analyzing Travel Insurance Essentials

• 2 International Travel Regulations and Compliance — 5 classes

› 2.1 Understanding Global Travel Regulations

› 2.2 Identifying Key International Compliance Requirements

› 2.3 Analyzing the Impact of Government Travel Advisories

› 2.4 Navigating Visa and Entry Clearance Processes

› 2.5 Applying Compliance Knowledge in Travel Itineraries

• 3 Ticketing and Documentation Procedures — 5 classes

› 3.1 Understanding Airline Ticket Types and Classifications

› 3.2 Exploring Fare Rules and Restrictions

› 3.3 Mastering the Use of Electronic Ticketing Systems

› 3.4 Creating and Modifying a Passenger Name Record (PNR)

› 3.5 Ensuring Compliance with Travel Document Regulations

• 4 Managing Changes and Irregularities in Travel Documents — 5 classes

› 4.1 Identifying Common Travel Document Irregularities

› 4.2 Understanding Regulatory Requirements for Travel Document Changes

› 4.3 Revising Travel Documents for Compliance

› 4.4 Handling Travel Document Errors and Discrepancies

› 4.5 Implementing Solutions for Travel Document Issues

• 9 Setting Up and Registering a Travel Agency — 10 classes

› 9.1 Business Structures for Travel Agencies

› 9.2 Registrations Licences and Local Permissions

› 9.3 Approved Agent Recognition Requirements

› 9.4 Tax Registration and Invoicing Basics

› 9.5 Choosing Premises Equipment and Software

› 9.6 Agency Staffing Roles and Duties

› 9.7 Setting Opening Procedures and Daily Routine

› 9.8 Supplier Accounts and Credit Arrangements

› 9.9 Agency Insurance and Business Protection

› 9.10 Launch Checklist for a New Agency

• 10 Booking Workflow from Enquiry to Confirmation — 10 classes

› 10.1 Receiving and Logging an Enquiry

› 10.2 Gathering Complete Traveller Details

› 10.3 Checking Availability and Options

› 10.4 Preparing a Written Quotation

› 10.5 Securing the Booking and Deposit

› 10.6 Booking Components with Each Supplier

› 10.7 Checking Names Dates and Spellings

› 10.8 Issuing Confirmations and Invoices

› 10.9 Final Documents Pack for Travellers

› 10.10 Post Booking Follow Up and Reminders

• 11 Passport and Identity Document Checks — 10 classes

› 11.1 Parts of an Indian Passport

› 11.2 Passport Validity and Blank Page Rules

› 11.3 Applying for and Renewing Passports

› 11.4 Emergency Certificates and Lost Passports

› 11.5 Name Matching Between Passport and Ticket

› 11.6 Travelling with Minors and Consent Letters

› 11.7 Overseas Citizen Cards and Dual Nationals

› 11.8 Identity Documents for Domestic Travel

› 11.9 Checking Documents Before Departure

› 11.10 Document Check Practice Cases

• 12 Visa Types and Application Handling — 10 classes

› 12.1 Purpose and Types of Visas

› 12.2 Visa on Arrival and Electronic Authorisations

› 12.3 Embassy and Consulate Visa Procedures

› 12.4 Supporting Documents and Financial Proof

› 12.5 Visa Fees Processing Time and Tracking

› 12.6 Common Reasons for Visa Refusal

› 12.7 Transit Visa Rules at Connecting Airports

› 12.8 Visa Rules for Schengen and Other Regions

› 12.9 Advising Clients Without Guaranteeing Outcomes

› 12.10 Visa Service Records and Responsibilities

• 13 Health Requirements Vaccination and Insurance Documents — 10 classes

› 13.1 Health Entry Requirements by Destination

› 13.2 Vaccination Certificates and Validity

› 13.3 Health Advice Sources for Travellers

› 13.4 Medication and Medical Items in Baggage

› 13.5 Types of Travel Insurance Cover

› 13.6 Reading Policy Wording and Exclusions

› 13.7 Selling Insurance Responsibly

› 13.8 Pre Existing Conditions and Declarations

› 13.9 Handling Insurance Claims Support

› 13.10 Recording Health and Insurance Information

• 14 Customs Immigration and Baggage Regulations — 10 classes

› 14.1 Immigration Process at Departure and Arrival

› 14.2 Customs Allowances and Declarations

› 14.3 Prohibited and Restricted Items

› 14.4 Foreign Currency Carrying Limits

› 14.5 Duty Free Rules and Limits

› 14.6 Cabin and Hold Baggage Safety Rules

› 14.7 Liquids Batteries and Dangerous Goods

› 14.8 Arrival Cards and Health Declarations

› 14.9 Advising Travellers Before They Pack

› 14.10 Resolving Customs Problems Calmly

• 15 Health Safety and Wellbeing in the Agency — 10 classes

› 15.1 Legal Duties for Workplace Safety

› 15.2 Spotting Hazards in an Agency Office

› 15.3 Safe Use of Screens Furniture and Equipment

› 15.4 Fire Safety and Evacuation Procedures

› 15.5 First Aid Awareness at Work

› 15.6 Safe Handling of Cash and Valuables

› 15.7 Stress Workload and Personal Wellbeing

› 15.8 Reporting Accidents and Near Misses

› 15.9 Working Safely When Travelling for Work

› 15.10 Safety Checklist for an Agency Day

• 16 Agency Records Filing and Data Protection — 10 classes

› 16.1 Types of Records an Agency Must Keep

› 16.2 Customer Files and Booking Folders

› 16.3 Digital Filing and Naming Conventions

› 16.4 Retention Periods for Records

› 16.5 Data Protection Principles for Customer Data

› 16.6 Consent and Passport Copies Handling

› 16.7 Secure Storage and Access Control

› 16.8 Handling Data Breaches and Errors

› 16.9 Audit Trails for Bookings and Payments

› 16.10 Month End Records Check

Global Distribution Systems and Reservations

14 chapters · 120 classes 100 marks

• 1 Understanding Global Distribution Systems: Fundamentals and Structure — 5 classes

› 1.1 Introduction to Global Distribution Systems and Their Role in Travel

› 1.2 Exploring the Core Components of Global Distribution Systems

› 1.3 Understanding How Global Distribution Systems Connect Agencies and Suppliers

› 1.4 Navigating the User Interface of Global Distribution Systems

› 1.5 Applying Knowledge of Global Distribution Systems in Travel Scenarios

• 2 Core Functionality of Global Distribution Systems — 5 classes

› 2.1 Understanding the Core Components of Global Distribution Systems

› 2.2 Navigating the Interface of Leading Global Distribution Systems

› 2.3 Exploring Product Offerings and Booking Options

› 2.4 Managing Reservations and Itinerary Modifications

› 2.5 Applying GDS Core Functions in Practical Scenarios

• 3 Advanced GDS Operations: Managing and Modifying Reservations — 5 classes

› 3.1 Navigating Advanced GDS Interfaces

› 3.2 Modifying Existing Reservations in Practice

› 3.3 Implementing Fare Rules and Restrictions

› 3.4 Utilizing Special Service Requests Effectively

› 3.5 Troubleshooting Common Reservation Issues

• 4 Optimizing Travel Agency Operations through GDS — 5 classes

› 4.1 Understanding GDS: An Introduction to Travel Agency Essentials

› 4.2 Navigating GDS Interfaces: Mastering Basic Commands

› 4.3 Enhancing Booking Efficiency: Advanced GDS Features

› 4.4 Analyzing Data: Using GDS for Market Insights

› 4.5 Applying GDS Skills: Real-world Travel Agency Scenarios

• 5 Reservation System Navigation and Entries — 10 classes

› 5.1 Logging In and Securing Your Sign On

› 5.2 Screen Layout and Work Areas

› 5.3 Command Language Versus Graphic Screens

› 5.4 Using Help Pages and Reference Tables

› 5.5 Encoding and Decoding Cities and Airlines

› 5.6 Using Calculator and Date Entries

› 5.7 Reading Time and Date Formats

› 5.8 Common Error Messages and Fixes

› 5.9 Cleaning Your Screen and Ending Sessions

› 5.10 Navigation Practice Drills

• 6 Flight Availability and Schedules — 10 classes

› 6.1 Requesting Availability by Route and Date

› 6.2 Reading Availability Displays

› 6.3 Understanding Booking Classes and Codes

› 6.4 Connecting Flights and Minimum Connection Times

› 6.5 Reading Flight Schedules and Timetables

› 6.6 Direct Versus Connecting Itineraries

› 6.7 Codeshare and Operating Carrier Displays

› 6.8 Seat Maps and Seat Selection

› 6.9 Flight Status and Delay Checks

› 6.10 Selecting Options for Client Needs

• 7 Creating the Passenger Name Record — 10 classes

› 7.1 Parts of a Passenger Name Record

› 7.2 Entering Names Titles and Initials

› 7.3 Adding Contact Details and Ticketing Arrangement

› 7.4 Segment Sell and Status Codes

› 7.5 Adding Remarks and Received From Fields

› 7.6 Special Service Requests Entry

› 7.7 Frequent Flyer and Loyalty Numbers

› 7.8 Ending and Retrieving a Record

› 7.9 Splitting Records for Party Changes

› 7.10 Record Creation Practice Cases

• 8 Fare Display and Pricing in the System — 10 classes

› 8.1 Fare Display Basics and Reading Output

› 8.2 Fare Basis Codes and Rules Summary

› 8.3 Pricing an Itinerary Automatically

› 8.4 Taxes Fees and Surcharges Shown

› 8.5 Alternative Pricing and Lowest Fare Search

› 8.6 Pricing for Children and Infants

› 8.7 Fare Rules Retrieval and Interpretation

› 8.8 Validity Dates and Advance Purchase

› 8.9 Price Quote Records and Storage

› 8.10 Pricing Accuracy Checks Before Booking

• 9 Hotel Car and Rail Reservations in the System — 10 classes

› 9.1 Accessing Hotel Content in the System

› 9.2 Searching Hotels by Location and Rate

› 9.3 Reading Rate Plans and Cancellation Terms

› 9.4 Booking and Guaranteeing Hotel Rooms

› 9.5 Car Rental Searches and Bookings

› 9.6 Reading Car Categories and Insurance Terms

› 9.7 Rail Reservations and Seat Allocation

› 9.8 Adding Transfers and Ground Services

› 9.9 Integrating Non Air Segments into Records

› 9.10 Combined Itinerary Practice Cases

• 10 Modifying Cancelling and Reissuing Reservations — 10 classes

› 10.1 Changing Names Dates and Segments

› 10.2 Handling Schedule Changes by Airlines

› 10.3 Waitlisted and Unconfirmed Segments

› 10.4 Cancelling Segments Correctly

› 10.5 Cancellation Fees and Refund Eligibility

› 10.6 Rebooking After Disruption

› 10.7 Splitting and Combining Records

› 10.8 Queue Messages and Follow Up

› 10.9 Audit History of Record Changes

› 10.10 Amendment Practice Under Time Pressure

• 11 Queue Management and Agency Workflow Control — 10 classes

› 11.1 Purpose of Queues in Agency Work

› 11.2 Types of Queue Messages

› 11.3 Working Queues in Priority Order

› 11.4 Ticketing Time Limits and Deadlines

› 11.5 Avoiding Duplicate and Ghost Bookings

› 11.6 Airline Schedule Change Handling

› 11.7 Agency Productivity and Daily Targets

› 11.8 Supervisor Review and Handover Notes

› 11.9 Sharing Records Between Colleagues

› 11.10 Daily Queue Clearance Routine

• 12 Online Booking Tools and Direct Supplier Channels — 10 classes

› 12.1 Online Booking Engines Versus Core Systems

› 12.2 Airline Direct Booking Portals

› 12.3 New Distribution Capability Content Basics

› 12.4 Aggregators and Metasearch Platforms

› 12.5 Comparing Channel Prices and Fees

› 12.6 Booking Tools for Hotels and Activities

› 12.7 Mobile Applications for Agents

› 12.8 Customer Self Service and Agent Value

› 12.9 Integrating Channels into Agency Systems

› 12.10 Choosing the Right Channel for the Client

• 13 Accuracy Security and Fraud Awareness in Reservations — 10 classes

› 13.1 Common Reservation Errors and Their Costs

› 13.2 Double Checking Names Dates and Codes

› 13.3 Debit Memos and Agency Penalties

› 13.4 Duplicate Booking Detection and Cleanup

› 13.5 System Access Security and Passwords

› 13.6 Recognising Card and Booking Fraud

› 13.7 Handling Suspicious Booking Requests

› 13.8 Data Privacy in Reservation Records

› 13.9 Quality Checklists for Reservation Work

› 13.10 Learning from Errors and Corrections

• 14 Reservation Practice for Complete Journeys — 10 classes

› 14.1 Simple Return Flight Booking Case

› 14.2 Multi City and Open Jaw Case

› 14.3 Family Booking with Infants

› 14.4 Group Booking with Name List

› 14.5 Flight Plus Hotel Package Case

› 14.6 Business Traveller Booking Case

› 14.7 Changed Booking Under Disruption Case

› 14.8 Special Assistance Booking Case

› 14.9 Timed Booking Challenge

› 14.10 Reviewing Your Reservation Work

Ticketing, Fares, Payments and Foreign Exchange

12 chapters · 120 classes 100 marks

• 1 Airfare Basics and Fare Types — 10 classes

› 1.1 How Airfares Are Built Up

› 1.2 Published Fares and Special Fares

› 1.3 One Way Return and Circle Trip Fares

› 1.4 Economy Business and First Fares

› 1.5 Promotional and Corporate Fares

› 1.6 Child Infant and Student Fares

› 1.7 Fare Basis Codes and Meanings

› 1.8 Fare Rules Advance Purchase and Stay

› 1.9 Currency of Fare and Rate of Exchange

› 1.10 Quoting Fares Clearly to Clients

• 2 Airfare Construction and Taxes — 10 classes

› 2.1 Global Indicators and Fare Components

› 2.2 Mileage Based and Point to Point Fares

› 2.3 Normal Special and Add On Fares

› 2.4 Higher Intermediate Point Checks

› 2.5 Surcharges Taxes and Airport Charges

› 2.6 Passenger Service and User Fees

› 2.7 Fuel Surcharge and Carrier Imposed Charges

› 2.8 Fare Calculation Line Reading

› 2.9 Rounding Rules and Currency Conversion

› 2.10 Practice Fare Construction Exercises

• 3 Ticket Types Validity and Conditions — 10 classes

› 3.1 Paper and Electronic Ticket Differences

› 3.2 Reading an Electronic Ticket Receipt

› 3.3 Ticket Number and Coupon Structure

› 3.4 Ticket Validity Period and Stopovers

› 3.5 Name Change and Endorsement Rules

› 3.6 Ticket Status Codes and Meanings

› 3.7 Baggage and Seat Entitlements on Tickets

› 3.8 Conditions of Carriage Awareness

› 3.9 Interline and Codeshare Ticketing

› 3.10 Explaining Tickets Clearly to Travellers

• 4 Ticket Issuance and Time Limits — 10 classes

› 4.1 Pre Ticketing Checks

› 4.2 Name Accuracy and Document Match

› 4.3 Fare and Tax Verification Before Issue

› 4.4 Form of Payment Selection

› 4.5 Issuing Tickets in the Booking System

› 4.6 Automatic Ticketing Time Limits

› 4.7 Handling Ticketing Errors Immediately

› 4.8 Void Windows and Same Day Cancellation

› 4.9 Itinerary Receipts and Customer Copies

› 4.10 Ticketing Quality Checklist

• 5 Ticket Changes Exchanges and Reissues — 10 classes

› 5.1 Types of Voluntary Changes

› 5.2 Same Fare Class Date Changes

› 5.3 Reissue Calculation Principles

› 5.4 Add Collect Fees and Penalties

› 5.5 Changes to Names and Routes

› 5.6 Involuntary Changes and Waivers

› 5.7 Upgrades and Downgrades

› 5.8 Documenting Exchanges in Records

› 5.9 Explaining Cost of Changes to Clients

› 5.10 Exchange Practice Scenarios

• 6 Refunds Cancellations and Agency Penalties — 10 classes

› 6.1 Refundable and Non Refundable Fares

› 6.2 Calculating Refund Amounts

› 6.3 Taxes Refund and Unused Segments

› 6.4 Refund Application Procedures

› 6.5 Airline Cancellations and Passenger Rights

› 6.6 Cancellation Fees by Supplier Type

› 6.7 Agency Debit Memos and Disputes

› 6.8 Preventing Common Ticketing Errors

› 6.9 Customer Communication on Refund Delays

› 6.10 Refund Practice Scenarios

• 7 Non Air Pricing Hotels Tours and Packages — 10 classes

› 7.1 Rail and Coach Pricing

› 7.2 Hotel Rate Types and Taxes

› 7.3 Car Rental Rates and Extras

› 7.4 Cruise Pricing and Port Charges

› 7.5 Package Pricing Components

› 7.6 Commission Mark Up and Service Fees

› 7.7 Child Sharing and Single Supplements

› 7.8 Group Rates and Free of Charge Places

› 7.9 Currency of Supplier Rates

› 7.10 Preparing an Itemised Quotation

• 8 Accepting Payments from Travellers — 10 classes

› 8.1 Accepted Forms of Payment

› 8.2 Cash Handling and Counting Procedures

› 8.3 Card Payments and Terminal Use

› 8.4 Online Payment Gateways

› 8.5 Bank Transfers and Cheques

› 8.6 Deposit and Balance Payment Schedules

› 8.7 Receipts and Payment Records

› 8.8 Payment Security and Fraud Awareness

› 8.9 Handling Declined and Failed Payments

› 8.10 Payment Processing Role Play

• 9 Payment Reconciliation Settlement and Supplier Payments — 10 classes

› 9.1 Daily Cash Up and Banking

› 9.2 Reconciling Receipts to Bookings

› 9.3 Supplier Invoices and Credit Terms

› 9.4 Settlement Cycles with Airlines

› 9.5 Remittance Statements and Reports

› 9.6 Handling Refunds to Customers

› 9.7 Chargebacks and Payment Disputes

› 9.8 Tax Invoices and Accounting Basics

› 9.9 Month End Control Reports

› 9.10 Resolving Reconciliation Differences

• 10 Foreign Exchange Fundamentals for Travel — 10 classes

› 10.1 Currencies Codes and Symbols

› 10.2 Exchange Rates Buy and Sell

› 10.3 Cross Rates and Rate Margins

› 10.4 Reading Rate Boards and Screens

› 10.5 Factors that Move Exchange Rates

› 10.6 Currency Conversion Calculations

› 10.7 Forex Products Cash Cards and Transfers

› 10.8 Rate Guarantees and Booking Currency

› 10.9 Advising Travellers on Money Choices

› 10.10 Forex Calculation Practice

• 11 Forex Regulation Compliance and Authorised Dealers — 10 classes

› 11.1 Foreign Exchange Management Rules in India

› 11.2 Authorised Dealers and Money Changers

› 11.3 Limits for Travel and Other Purposes

› 11.4 Liberalised Remittance Scheme Basics

› 11.5 Know Your Customer Documents for Forex

› 11.6 Tax Collection at Source on Overseas Spend

› 11.7 Record Keeping and Reporting Duties

› 11.8 Anti Money Laundering Awareness

› 11.9 Spotting Suspicious Forex Requests

› 11.10 Compliance Practice Scenarios

• 12 Processing Forex Transactions and Customer Advice — 10 classes

› 12.1 Receiving a Forex Request

› 12.2 Verifying Identity and Travel Documents

› 12.3 Calculating Rates Fees and Totals

› 12.4 Issuing Currency Notes and Travel Cards

› 12.5 Telegraphic Transfers for Overseas Payments

› 12.6 Encashment of Unused Currency

› 12.7 Checking Notes for Authenticity

› 12.8 Cash Limits and Safe Storage

› 12.9 Forex Receipts and Daily Reports

› 12.10 Advising on Safe Money Handling Abroad

Business Travel and Corporate Accounts

12 chapters · 120 classes 100 marks

• 1 Business Travel Market and Corporate Travel Management — 10 classes

› 1.1 Nature of Business Travel

› 1.2 Business Travel Versus Leisure Travel

› 1.3 Types of Business Trips and Travellers

› 1.4 Corporate Travel Agency Models

› 1.5 Travel Management Companies and Their Role

› 1.6 Roles in a Corporate Travel Team

› 1.7 Business Travel Trends and Technology

› 1.8 Key Industry Terms Used by Corporates

› 1.9 Indian Corporate Travel Market

› 1.10 Career Paths in Corporate Travel

• 2 Corporate Client Needs and Travel Policy — 10 classes

› 2.1 Understanding the Client Organisation

› 2.2 Components of a Corporate Travel Policy

› 2.3 Approval Levels and Travel Grades

› 2.4 Fare Class and Hotel Category Rules

› 2.5 Preferred Supplier Programmes

› 2.6 Advance Booking and Cost Control Rules

› 2.7 Policy Compliance and Exceptions

› 2.8 Writing Policy from Client Interviews

› 2.9 Communicating Policy to Travellers

› 2.10 Reviewing and Updating Policies

• 3 Setting Up and Onboarding Corporate Accounts — 10 classes

› 3.1 Account Opening Documents and Checks

› 3.2 Credit Terms and Limits

› 3.3 Service Level Agreements

› 3.4 Traveller Profiles and Preferences

› 3.5 Cost Centres and Project Codes

› 3.6 Approval Workflow Configuration

› 3.7 Account Manager and Contact Points

› 3.8 Implementation Plan for New Accounts

› 3.9 Training Client Staff on Booking Tools

› 3.10 Account Launch Checklist

• 4 Booking Business Travel Efficiently — 10 classes

› 4.1 Receiving and Validating Booking Requests

› 4.2 Booking Flights Within Policy

› 4.3 Hotel Bookings Near Meeting Locations

› 4.4 Ground Transport and Airport Transfers

› 4.5 Rail and Domestic Travel Bookings

› 4.6 Multi Stop and Last Minute Trips

› 4.7 Booking for Executives and Groups

› 4.8 Using Online Booking Tools and Mobile Apps

› 4.9 Amendments and Cancellations for Business

› 4.10 Booking Quality Checks

• 5 Corporate Fares Deals and Supplier Agreements — 10 classes

› 5.1 Corporate Fares and Negotiated Rates

› 5.2 Airline Deals and Volume Incentives

› 5.3 Hotel Programme Rates and Rate Audits

› 5.4 Car and Ground Transport Agreements

› 5.5 Loyalty Programmes and Traveller Benefits

› 5.6 Comparing Supplier Offers

› 5.7 Tracking Deal Usage and Compliance

› 5.8 Renewing and Renegotiating Agreements

› 5.9 Using Data to Support Negotiation

› 5.10 Savings Calculation Practice

• 6 Invoicing Billing and Payment for Corporate Accounts — 10 classes

› 6.1 Corporate Billing Cycles

› 6.2 Central Billing and Lodge Cards

› 6.3 Individual Pay and Expense Claims

› 6.4 Tax Invoices and Goods and Services Tax

› 6.5 Itemised Invoices by Cost Centre

› 6.6 Credit Control and Overdue Accounts

› 6.7 Handling Billing Disputes

› 6.8 Reconciling Supplier Costs to Invoices

› 6.9 Refunds and Credit Notes for Corporates

› 6.10 Billing Accuracy Checks

• 7 Traveller Care and Duty of Care — 10 classes

› 7.1 Employer Duty of Care Principles

› 7.2 Traveller Tracking and Location Awareness

› 7.3 Risk Ratings for Destinations

› 7.4 Pre Trip Security and Health Briefings

› 7.5 24 Hour Emergency Support Procedures

› 7.6 Medical and Evacuation Arrangements

› 7.7 Crisis Communication to Clients

› 7.8 Women and Solo Traveller Safety

› 7.9 Travel Insurance for Corporate Travellers

› 7.10 Post Crisis Review with Clients

• 8 Management Information and Account Reporting — 10 classes

› 8.1 Key Business Travel Measures

› 8.2 Spend Reports by Department and Route

› 8.3 Policy Compliance Reports

› 8.4 Savings and Cost Avoidance Reports

› 8.5 Carbon Emissions Reporting for Travel

› 8.6 Using Spreadsheets for Travel Data

› 8.7 Presenting Findings to Clients

› 8.8 Identifying Trends and Opportunities

› 8.9 Forecasting Next Year Travel Spend

› 8.10 Report Preparation Practice

• 9 Meetings Incentives and Corporate Events Travel — 10 classes

› 9.1 Group Travel for Corporate Meetings

› 9.2 Conference Delegate Travel Arrangements

› 9.3 Incentive Travel Basics for Companies

› 9.4 Managing Group Flight Blocks

› 9.5 Group Hotel Allocation and Rooming Lists

› 9.6 Delegate Registration and Travel Forms

› 9.7 Transfers Schedules and On Site Support

› 9.8 Managing Group Changes and No Shows

› 9.9 Cost Control for Group Programmes

› 9.10 Corporate Group Booking Practice

• 10 Corporate Account Relationships and Retention — 10 classes

› 10.1 Regular Account Review Meetings

› 10.2 Measuring Client Satisfaction

› 10.3 Handling Complaints from Corporate Clients

› 10.4 Proactive Cost Saving Advice

› 10.5 Cross Selling Services to Existing Accounts

› 10.6 Managing Client Expectations

› 10.7 Working with Procurement Teams

› 10.8 Responding to Tenders and Proposals

› 10.9 Retaining and Growing Accounts

› 10.10 Account Plan Preparation

• 11 Technology and Automation in Business Travel — 10 classes

› 11.1 Corporate Booking Platforms

› 11.2 Expense Management Integration

› 11.3 Mobile Check In and Itinerary Apps

› 11.4 Automated Policy Checks and Approvals

› 11.5 Virtual Payment Cards for Travel

› 11.6 Data Security for Corporate Travellers

› 11.7 Using Dashboards for Account Management

› 11.8 Managing System Errors and Downtime

› 11.9 Evaluating New Travel Technology

› 11.10 Technology Selection Exercise

• 12 Corporate Travel Compliance Sustainability and Quality — 10 classes

› 12.1 Legal and Tax Rules for Business Travel

› 12.2 Visa and Work Permit Awareness for Business

› 12.3 Contract Terms for Corporate Agreements

› 12.4 Sustainable Business Travel Policy

› 12.5 Choosing Lower Emission Options

› 12.6 Internal Quality Audits of Account Work

› 12.7 Service Quality Measures and Targets

› 12.8 Handling Errors and Corrective Action

› 12.9 Ethics Gifts and Conflict of Interest

› 12.10 Continuous Improvement for Corporate Accounts

LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org • +44 7513 283044 • lapt.org

UKPRN 10067351 • Company 4984798
Curriculum current at the date of issue.

Certificate in Travel Agency Operations and Ticketing — Certification Brochure