Chapter-One The Roles and Function of Travel Agent The travel industry is one of the largest service industries in the world, an increasingly important one in the modem age. It is centered on the movement of people from one location to another, as well as the services they require along the way and is closely linked to the hospitality industry and the hotel industry, among others Definition of Travel Agency A travel agency is a business (which could be private retailer or public service) that provides travel and tourism related services to the public on behalf of suppliers such as activities, airlines, car rentals, cruise lines, hotels, railways, travel insurance, and package tours. A travel agent may be an individual /firm or corporation which is commonly known asa travel agency. An agency means the office of travel agent or organization where all travel goods and services are assembled and coordinated for the smooth conduct of travel agency business. The primary work of travel agency is to advertise and sell tour packages, packaged by tour operator to the public. Most travel agency works with/under tour operator while others are independent, in the sense that they create and market tour package themselves. A travel agency engaged in advertising, selling and arranging transportation, accommodations, tours, and other similar services or trips for travelers. Tour Package; A package tour, package vacation, or package holiday comprises transport and accommodation advertised and sold together by a vendor known as a tour operator. © Other Services may be provided such a rental car, activities or outings during the holiday. > Transport can be via charter airline to a foreign country, and may also include 4 travel between areas as part of the holiday. Package holidays are a form of product bundling. Package holidays are organized by a tour operator and sold to a consumer by a travel agent, Some travel agents are employees of tour operators, others are independent.History of Travel Agency Id was established by Thomas Cook in 1845 in world was establis! He dates back from the early years of the 19th cine vet that what we today describe as travel fact tha The first Travel Agency of the England, The use of the term tra century, but this should not obscure the tion bu taking place much earlier in and tour operation busi jness) wai de (travel agency Wael sed ihe rer ha Ai ie hroushout history, there was travel middleman who helped the merchants history. Throughout history, there wa aT pee Who traveled for religious purpose’ traveling for trade and others story of travel trade when Thomas Cook, as ganized a trip by a train for 's. He bought railway tickets In 1841 a fortunate day comes in the hit 5 secretary of South Midland Temperance Association, or! 570 members for his association to the distance of 22 miles in bulk to sell them to people. > The experiment was successful and everybody was exultant. Mr. Cook had done his job on a no-profit basis. But, incidentally, it gave him a new idea and turned it into a tour business. > Four years later in 1845, he set up a ‘World’s First Travel Agency*to organize excursions. Due to this innovative approach, Mr. Thomas Cook is known as the Father of Travel Agency Business. He co-ordinate railway and steamship excursions throughout England, Scotland and Europe. » However, the railways only gave him a 5% commission which was not enough to meet his overheads, so he decided to diversify this business into tour operation. * In 1855 Mr. Cook started operating package tours. He conducted the world’s first international tour from England to Paris, » FUNCTIONS OF A TRAVEL AGENCY 1. Travel Information: A relail travel agency provides necessary travel information to the general public. The intending tourists come to the office of the travel agent and seek information mation relating to travel. He must ® thorough in the art of catching the ‘anguage is a desirable qualification 2. Preparation of Itineraries: A tourist journey iny : olves preparati ; different means of t Preparation of differ nt types of it ransport with they 'YPes of itineraries, There are travel agent advise i fesPective advan fronk ent advises the potential tourist 0 ehooes the mos conser saavantages. A st convenient course. 21Chapter One3. Liaison with Providers of Service: A travel agent should maintain constay Contact with the providers of various ser intai ne contact ers of vari like the transport compani ‘a xe at i s, hotel managers and motor cars from airport to hotel and for sightseeing e ices Providers of surface transport like etc, 4. Planning and Costing Tou The contracts and arrangements havin ‘A ig been entered into, there comes th planning and costing tours, both for inclusiv eaecce ing and ability. Many agencies with the cooperation of airlines and other transportati i ion companies take the opportunity of arranging educational tours for such staff to countries with which they deal. Many agencies have people who are authorities on particular countries and, in addition to a general programme, many will issue separate programmes dealing with territories. Separate programmes dealing with holiday offers based on specific forms of transportation, e.g., air, rail, road or sea, may also be prepared. Programmes also haye to be issued to cover different seasons of the year. Publicity is an important part of the programme. Having spent considerable time and money on preparing all that goes into the issue of a programme, publicity must feature considerably in the activities of a travel agency and more so if the agency happens to be a large one. The majority of large travel agencies have their own publicity departments under the management of a publicity expert. 5, Ticketing: Selling tickets to tourists for different modes of transport like air, rail and sea is a very important function of a travel agent. Ticketing is not an easy job as the range of international air fares is very complex. Computerized Reservation System (CRS) has revolutionized the reservation system both for air and train tickets and also a room in a hotel. 6. Provision of Foreign Currencies: Provision of foreign currency to an intending foreign tourist is an important pe of a travel agent. The Government of India allows an Indian traveller going abroa 10,000 US $.The travel agent will arrange for the purchase of foreign exchange on behalf of his intending travellers. This facility will save a lot of time and harassment for the intending tourists. 3)Chapter Oneaggage is an important ansurance: personal aceldent risks an Insurance fOr yel Agency; notion of a av J agent function of a trave » Di ferent Types Products an services Offe vd by a Tra iffe of Produ sand Service offer ’ Tour Operator's products and Sery ices duct offers, service IS required by ing typical products i ities and experience To realize the facilities an se skilled and qualified staf The tour operator provide: and services — } Accommodations pes of accommodations. They vist destinations are equipped with different ty The tou ; the destination cater for tourists’ stay at such as Serviced ~ This type of accommodation is supported Py skilled staff st housekeepers, drivers, guide: catering - This accommodati 1 be self-catered. It is equipped wi « such as tea/coffee/sugar sachets, ddget rooms to 7* hotels with classy s, and cooks. on offers staying facilities th cooking, fuel and facility. > Sel but dining is required t some basic supplie: > Hotels — Bu contribute a major share 0} and a drinking water source amenities. The hotels ff imparting the experience to the tourists by providing best services and amenities. Guest Houses — Owned by business or government organizations, which can be used by its staff and staff relatives. > Camping Sites ~ They are open sites often located in areas of lush greenery. They are equipped with clean place to pitch the and electric supply. Camp sites have common rest rooms. personal tent, a water supply, Farmhouse Accommodation and Agri-Tourism Agri-tourism is a niche i i fee ae niche industry, which is becoming increasingly popular, with people ee caaneary from their usual environment, spend time on a farm, see th y-to-day activities and perhaps e' ace : i ia ven take art el oem A part themselves. mmodation facilitates this and often resembles a bed and breakfast a st set up.yime-Share Accommodation rime-share accommodation refers (0 a property, such as a condo or a holiday home shich is shared between multiple different owners Ownership rights are split evenly vn usage rights are allocated to each of the owners for a specific period of time vreaning every owner gets their own time period in whic nto use the property Cruises Aside from being classed as a form of transportation, cruises are also a type of sccommodation in of themselves. After all, guests on cruises will spend the majority d will usually be allocated a cabin aboard the ship, of their time on the cruise ship a where they can relax and sleep. Reservations ‘The tour operator is responsible for making reservations for special events or activities the tourists are interested in. At some places, the reservations are required to be done well in advance to avoid last minute hassles. The events or activities such as @ music concert or a theatre show, visiting a theme park or a z00, require people to secure seats or avail entry with prior reservations. Guided Tours The tour operators can arrange guided tours. Some qualified staff who can get access to the place, explain the importance of the place, support, and guide the participants through the entire visit. The guide is arranged to accompany the tour participants as a part of tour. Transport Facilities These facilities are for travelling from one place to another. Surface Transport ~ It includes support of transport by road or water. Air Transport ~ This is the support of transport by air, generally given for long eg travel. Many times the tours include a halt of a couple of hours at transit destinations. Today the airports are built and maintained as engaging tourist terminals by providing amenities such as spas, lounges, food joints, bars, and book shops, retail shops for selling authentic local food, clothes, and souvenirs. Today the Airlines Nong od pees are no more backstage when it comes to caring for their customers. loyalty programs to their customers under Frequent Flyer Program to 51Chapter Onemulate points and redeem them accumuld urage the nt travel or rewards: agai jusry, dealing with the provision of cel indu palates ie ites, For travelters, the main benefit of ar vehicles spt a car, as it means the process of rt services. Car Rental y role in the (ra ys a ke ae J other simil Car rental pl ry access to cars and \ is pre ton scheduled access (0 pyided via public transpo temporal is the freedom that this ot reliant getting around is 1 nsport ross the water, including fer a ransport 7 pe fers to any TF campieg of some of the forms OF transport that are i Cruises are also included in liners and ferries. , tal part of the experience. Watel hat moves people ac Water transport re rivers, lakes, canals and oceans. Examp ocean included within this category are I this, as cruises have a set path and travel is @ fundament Coach Services travellers opt to use coach service: the main al .5 to travel to their chosen location Iternatives. Coaches also facilitate In many cases, for getting around once travellers and this is often more cost-effective than t day trips, while local bus services provide a means have arrived at their destination. Railway Railways are one of the main ways that people travel domestically, while many rail services also facilitate long-distance international travel too. Moreover, underground ces tend to provide a convenient way for travellers to get or subway-style train ser around large cities once they have arrived. Spacecraft Finally, one of the emerging sub-sections of the transport category of the travel industry relates to spacecraft and commercial space flight. Virgin Galactic is the most well-known example here, with the company aiming to provide space touri services in the near future, allowing customers to travel to outer space. i Dining Facilities The t cr ie itt epertors can book accommodation that provides dining facilites or it can pores focal restaurants which are ready to entertain groups, If the t ‘age is all inclusive, the tour oj i or ; perator pays for i the tourists need to pay from their own mare iscapenmiauepuic ecu 00 6|Chapter One3) Food and Beverage The food and beverage sector primarily caters for the basic needs of travellers, through the provision of food and drinks services. However, it is essential to understand that businesses and services in this category go beyond this primary purpose. Inde a huge part of the food and beverage sector is also based on providing travellers with places to go to relax, enjoy themselves and/or socialise with other people Restaurants For most people, restaurants are the most immediately obvious category within the food and beverages sector. Restaurants exist to allow people to enjoy meals that are prepared for them. There are a wide range of restaurant types, from fast-food chains, through to luxury or family restaurants, all catering for different needs and tastes Catering Catering tends to refer to the provision of food and drinks in locations that are more remote or self-contained, with examples of these including entertainment venues, tourist attractions and parks. In addition, catering services are provided on many forms of transport, including aeroplanes, trains and ferries. Nightclubs A nightclub is an entertainment venue, which operates until late at night and places an emphasis on both music and alcohol consumption. Common features include a bar, a stage for live performances, and a dance floor. Nightelubs may put on a variety of different themed club nights or may cater to specific music genres. Bars & Cafés For travellers, bars and cafés provide a means to enjoy food and drink on a more casual basis than with restaurants and nightclubs, Cafés tend to focus on hot drinks and light snacks, while bars will generally focus on alcoholic beverages and soft drinks. These premises also offer a way for travellers to meet new people. 4) Entertainment The entertainment sector plays an interesting and complex role in the travel industry. Afier all, entertainment sites can sometimes be the single biggest factor attracting 7\Chapter Onevanicular part of the world. On the other hand, businesses in thi, in more supplementary ant was not the intended purpose of travellers t0 ‘ ‘ole, helping to keep traveller. Jay a smaller sory can also Pp) en if entertainme p. even if ent cates ined during their ti ent their trip. ‘Casino which provide gambling activities, with exampl Jinos are establishments ek of other luck or skill-based game including card games, dice g many cases, casinos also offer ‘connected to hotels or resorts, especially in I ames and a variety ditional entertainment and they are sometim is and Monte Car locations like Las Veg Tourist Information "Tourist information services provide travellers with information about tourist sites and ‘activities they can engage in. There are both of examples of offline tourist information including tourist information offices and tourism literature, while online sources consist of informational websites, ffline and online services, wi Shopping Shopping is another crucial part of the travel industry, catering to both basic needs ‘and travellers’ desires for luxury items or consumer products. Within this category are supermarkets, shopping centres and local markets, while duty-free goods are sold at airports and in certain other locations. Different Types of Tours; A travel agency/tour operator deals with variety of ‘tour packages,” catering to the diverse needs of tourists such as adventure, beach, architecture, cultural, business, ‘conference, incentive tours, ayurvedic packages, Buddhist, religious, incentive tour, special interest tours, cruise tour group tour, educational tour, heritage, monuments, wildlife lovers, etc. These are broadly classified into five categorie: Independent Tours Escorted Tours Hosted Tours Incentives Travel/Tours Freedom Tours VV VVV Independent Tour Independer en pce tours are prepared/formulated for those tourists who want to travel indeper The v Ler The components of such tours are air travel, air transfer. ymodation, travel documents, sightseeing, boat riding, entertainment, and other 8|Chapter One travel comp freed An i dor Esctravel services. However, in some cases, the tourists are free to purchase every single component separately, Thus, this type of tour provides the tourists considerable freedom to plan the activities according to their own choice An independent tour may or may not be an all-inclusive tour. Therefore, tour price varies depending on the type of air travel, air transfer, accommodation and is inclusive of other tour components. The foreign independent travel (FITs) and domestic independent travel (DITs) are examples of an independent tour. Escorted Tour When a travel agency includes the services of a well educated and trained tour manager in its package, the tour is called an escorted tour. Basically, escorted tours are meant for those travelers who are planning to visit a foreign country first time The escort’s responsibilities and duties are to provide comprehensive information and assistance t0 the group or individual traveler, at the origin, en route and the destination place. The excursion tours are the example of escorted tours Hosted Tours A hosted tour means when an agency utilizes the services of another agency at a particular destination. Suppose a group of French tourists is coming to India. When the group arrives in India, they are greeted at the airports by TCI, which assists them in clearing their baggage and transfer them to the hotel. Their tour-host (TCI) is available to offer device and information about the local attractions and entertainment. Further, when the group arrives at another designation in India, a different travel agency greets them at each tourist spot. Thus, a hosted tour provides the tourists maximum level of pre-arranged and personalized services. Incentives Travel/Tour It is a motivational programme or a fully paid holiday which is given to the employees by the enterprises as a reward. Mostly in medium and large-scale companies and usually too distant destinations to spur them in maintaining their track Fecord, to increase output, improve the image and moreover to earn the long period loyalty of the employees. There are a number of the other packages offered by a tour Company such as a custom tour an excursion tour, an adventure, and special interest package tours. Freedom Tours Freedom tours are becoming very popular these days among the working class. These tours are designed as per the choice of tourists. The tourist is free to choose and plan how they want to travel and enjoy their holidays. These types of tours are meant for MChapter Onenn, and where 10 travel. This touris J group travel for busines, people e to decide how, wh of who like to decid a a indo, family, group holidays for families a bs tours are promoted and developed by the ORBIT TYPES OF LODGING Boutique Hotel A small hotel in a unique setting with upscale accommodation, Many boutique hote) are furnished in a themed, stylish and/or aspirational manner. ‘Chain Hotel Hostel Host Is provide budget-oriented, sociable accommodation where guests can reat a bed, Usually @ bunk bed, in a dormitory and share a bathroom, lounge and someticnes a Kitchen. Rooms can be mixed or single-sex, although private rooms may also be available, Hostels are generally cheaper for both the operator and the occupants; many hostels have long-term residents whom they employ as desk clerks or housekeepil staff'in exchange for free accommodation, TRAVEL SEASON: > November through March > Off-Season * Peak § > Summertime » Shoulder Season The period of time between the off-peak season not ideal for travel and the abundant, at a destination when the wea peak season when prices ather is, are high and crowds are TYPES OF TOURISM Accessible Tourism The ongoing Endeavour to ensure accessible to all people, regardles encompasses publicly and priv that tourist destinations, products ervices are 8 of their physical fin ions, disabilities or age, It ‘ately owned tourist locations, Architectural Tourism WiChapter One Christian Te Each year, 1 destination | pilgrimage « devoted 0 a Guadalupe i Our Lady 0 Basilica at Culinary | Gay/LGE A for people may be or if th LGBT pe Music T The act This sort well as li Packag A pack advertis may be | can be \ areas as Pop Ct The act form of mic!m (aka Religious Tourism) Fach year, millions of Christians travel on pilgrimage destination is the Holy Land, The most popu pily oF Jerusalem, Israel sed _on the Roman Catholic f Blessed Virgin Mary such . Sanctuary of Our Lady of F Our Lady of Lourdes in Fr Basilica at the V Abraham grimage destinations are bi ar pilgrim Most Christian faith, especit devoted to apparitions of the ally shrines Guadalupe in Mexie as: Basilica of Our Lady of ‘atima in Portugal, and §; ance, There is also interes atican in Rome, the capital of the Rom; anctuary of t in pilgrimage to St. Peter's an Catholic Church, Culinary Tourism Also known as food tourism, culinary tourism is the pursuit of unique and memorable cating and drinking experiences, both near and far. It is now considered « vital Gomponent of the tourism experience.{3] Dining out is common among tourists and food is believed to rank alongside climate, accommodation, ant scenery” in importance to tourists. Gay/LGBT Tourism A form of niche tourism marketed to gay, lesbian, bisexual and transgender (LGBT) People. They are usually open about their sexual orientation and gender identity but may be more or less open when traveling; for instance they may be closeted at home or if they have come out, may be more discreet in areas known for violence against LGBT people. Music Tourism The act of visiting a city or town, to see a music festival or other musie performances, This sort of tourism is particularly important to small villages such as Glastonbury, as well as large cities like Glasgow. Package Tourism A package tour or package holiday comprises transport and accommodation advertised and sold together by a vendor known as a tour operator. Other services may be provided such a rental car, activities or outings during the holiday, Transport can be via charter airline to a foreign country, and may also include travel between areas as part of the holiday. Pop Culture Tourism ‘The act of traveling to locations featured in literature, TV, film, music, or any other form of popular entertainment, Also referred to as a “Location V. ‘acation.” W[Chapter OneReligions Tourism Also commonly referred to as faith tourism, religious tourism is where people travel a individually or in groups for pilurimage, missionary, or leisure (fellowship) purpose Travel Sport Tourism A Refers to travel which involves either observing or participating In sporting event ioe staying apart from their usual environment te pwr Wildlife Tourism dew thei In its simplest sense, is watching wild animals in their natural habitat, suc has a safari a. in Africa. 7 alec Wine Tourism ting, consumption or purchase of wine, often at oF Iis purpose is or includes the near the source. Where other types of tourism are often passive in nature, ecotourisi can consist of visits to wineries, tasting wines, vineyard walks, or even taking an active part in the harvest. MISCELLANEOUS TERMS Stayeation idual or family stays home and participates A stayeation is a period in which an in in leisure activities within driving distance, sleeping in their own beds at night Tour Operator ines tour and travel components to create a holiday They prepare itinerary. The most common example of a tour operator's product would be a flight on a charter airline plus a transfer from the airport to a hotel and the services of a local representative, all for one price. Niche tour operators may specialise in destinations, e.g. Italy, activities and experiences, e.g. skiing, oF & A tour operator typically com! combination thereof, Travel Insurance Travel insurance is insurance that is intended to cover medical expenses, ("1p cancellation, lost luggage, flight accident and other losses incurred while traveling ther internationally or within one’s own country. Travel a Can sl r a Ate can usually be arranged at the time of the booking of a trip to cover exactly the duration of tha “multi ly the duration of that trip, or a “multi-trip” policy can cover an unlimitedggg..." | number of trips within a set time frame, Some policies offer lower and higher medical-expense options; the higher ones are chiefly for countries that h extremely high medical costs, such as the USA. Travel Wai ig A travel warming, travel alert, or travel advisory is an official warning statement issued by a government agency to provide information about the relative safety of traveling to or visiting one or more specific foreign countries or destinations. The purpose is to enable travelers to make an informed decision about a particular travel destination, and to help travelers prepare adequately for what may be encountered on their trip. Hostels provide budget-oriented, sociable accommodation where guests can rent a bed, usually a bunk bed, in a dormitory and share a bathroom, lounge and sometimes a kitchen. Rooms can be mixed or single-sex, although private rooms may also be available. Hostels are generally cheaper for both the operator and the ‘occupants; many hostels have long-term residents whom they employ as desk clerks or housekeeping staff in exchange for free accommodation. > Travel Agent Responsibilities and Duties Provide high customer service level to assure member totally satisfied. Attain yearly sales targets as set by Manager. Develop and execute personal marketing plan to acquire sales goals. Assist store as well as club marketing efforts. Maintain and update detailed customer list for potential sales opportunities. Head responsible for resolution of client and vendor concerns, Comply with company established guidelines, procedures and standards in customer service area. Ensure to follow all rules related to PNR’s and Profiles, invoicing, ticketing, client files plus overall work accuracy. > Maintain complete understanding as well as working knowledge of Club computerized systems. Head responsibility for departmental duties as allotted by management to assure smooth operational flow. Ensure to advance by company national travel proficiency testing and training VVVVVVY v program. > Involve in mandatory training as and when management assigns. > Head responsibility for personal commissions and sales weekly audit. > Suggest customers with most cost-effective travel mode within established corporate travel policy. Recommend customer about international travel requirements like passport ry and visa etc. 13|Chapter OneEEE >» What Travel Agents Do ._ and admission to entertainment activities Corporate sgents sell transportation, lodging, and 3 individuals and gro ements for clients itineraries, and make travel arrangements f Hien Duties of Trav | Agents ‘Travel agents typically do the following: i cation customers «Arrange travel for business and vacation cu Beer ieeistomersinceds and preferences, such as schedules and costs © Plan and arrange tour packages, excursions, and day trips + Find fare and schedule information + Calculate total travel costs | Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions ; + Describe trips to clients and give details on required documents, such as passports and visas «Give advice about local weather conditions, customs, and attractions + Make alternative booking arrangements if changes arise before or durin: trip. Travel agents sort through vast amounts of information to find the best possible ‘arrangements for travelers. In addition, resorts and specialty groups use travel to promote vacation packages to their clients. Travel agents also may visit destinations to get firsthand experience so that they can make recommendations to clients or colleagues. They may visit hotels, resorts, and restaurants to evaluate the comfort, cleanliness, and quality of the establishmen However, most of their time is spent talking with clients, promoting tours, and contacting airlines and hotels to make travel accommodations, Travel agents use & reservation system called a Global Distribution System (GDS) to access rave information and make reservations with travel suppliers such as airlines or hotels ‘The following are examples of types of travel agents: Leisure travel agents sell va tion packages to the gener s, They ar sponsible f Genie : general public. They @ responsible for arranging trp itineraries based on clients’ interests and budget. Leist"> travel agents increasingly are focusing on ls tours, Some people. may cater t @ specific type of travel, such as adventure ay cater 10 a specific g : : Specific group of people, such as senior citizens or sing! 14|Chapter One conduct b QUALITI 1. Know! Ar cli kn ol yCorporate t el agents primarily make travel arrangements for businesses, They book travel accommodations for an organization's employees who are traveling to conduct business or attend conferences, QUALITIES OF A TRAVEL AC 1, Knowledge When travelers choose to use a travel agent instead of booking a trip themselves, they are looking for expertise. Turn yourself’ into an information sponge and soak up everything there is to know accommodations, Read travel articles and publications to stay current, Don’t be afraid to ask you yout airlines, airports, destinations, dining, and pliers questions about the products you are buying. 2. Professionalism Set high expectations of professionalism for yourself a spelling on your em «d your employees. Check the ls and quotes. Put effic rather than just “winging it” as you go. Consider implementing or onal dr you work from home! ent processes in place for making and managing booking following a pers code to help you feel at the top of your game — even if 3. Enthusiasm Enthusiasm is contagious. Stay excited about what you sell and your clients will eateh ‘on, Be that crazy person that loves Mondays. Keep your standards high and your goals ahead of you, Make sure to save plenty of time in your year for your own travel This will keep you excited and passionate about what you do! 4. People Skills Are you able to pick up on subtle communication cues? Can you figure out what a client really wants when they're having a hard time expre: know how and when to close the sale? Some of th of it is learned When you are not on the job and you will start to develop a keen ability to read people 5. Integrity sing it clearly? Do you things come naturally, but much imply by paying attention, Become a student of hum: n nature even 15) Chapter Onea lt if sell somet egulations. Don’t try to thin J upfront about fares, rules and roauation es e honest and upfront about 2 ‘ athe coe ae Kk travelers would love. Take U ig rt your trave you don’t thin! but they simply won't happen if you don’t maintair rtising, y are your best form of advet the highest standards of integrity 6. Resourcefulness A great travel agent has the ability to think on their feet a ro Whether it’s a forced a schedule change, an unusual request, or a misse sonnet quick- thinking is essential. Learn to stay calm and navigate Sa ike a pro Figure out what resources you have at your disposal and make it happen! Your clients will think you are a miracle-worker! 7. Empathy Even when you do all the right things in the booking process, travel arrangements can often go awry. Airlines are delayed, bags get lost, and travelers can get sick. Just because an incident is not your fault, doesn’t mean you show no compassion. Be your client's advocate whenever you can. Use your experience to take up their cause with airlines and travel insurance underwriters. If there is truly nothing you can do, offer your best suggestions and your genuine empathy. Be a listening ear and make them feel heard and understood. 8. Marketing skills This involves the skills to develop good marketing plan which involves research, what Price the clients (travelers) are willin Create product (tour package) that meets i 4 a the need of a specific type of customer (marketing segmentation), : 9. Communication skills, 10. Timeliness