Arcticle 234 tourism code of 1980

“A travel and tour agency is an entity engage in

the business of extending to individuals, groups,

travel services and assistance to include

- Documentation

- Ticketing

- Booking for transportation and/ accommodation

- Arrangements

- Handling and/ conduct of tours within/ outside the

Philippines, whether or not for a fee, commission/

any form of monetary consideration”.

Tour operator

is responsible for operating and providing your vacation through the contracting, booking and
packaging together of the various components of your tour such as your hotel, transportation,
meals, guides, optional tours and sometimes flight.

Outbound Operator

Inbound Operator

Travel agent

Hold the role of selling and administering packages from various tour operators to their personal
clients based on what they’re looking for and what package suits each client best.

Most travel agents can specialize in a range of destinations and then they can help you narrow down
a package for that specific destination or area you are looking to travel to based on your budget,
preferred method of travel and interests.

Started in November 1841

Thomas Cook – father of travel agencies

He signed up 570 people to accompany him in travelling from Leincester to Loughborough.

The trip included board and lodging arrangements.

Travel agencies primary function is to provide retail travel services to customers.

A travel agency In its traditional role as agent for principals and travel services providers is defined.

A commercial enterprise where a traveler can secure information and expertise, get impartial
counseling, and make arrangements to travel by air, sea/ land, to any point of the world.
The travel agency act as agent for the different suppliers/ providers of products and services that
cater to the needs of the travelers, namely:

Transportation and cruise companies

Accommodation establishments

Resorts

- Activity and recreation centers

- Car rental companies

- Tour operators

- Sightseeing companies

Acts as a middleman between the vendor and the vendee.

They receive commissions from their suppliers, such as hotels, food and beverage establishments
and tour operators, as well as earn their revenues from their principals or costumers.

The agency earns income in the form of rate minus (commission) or net plus (mark up).

1. Air computer reservation system( csr ) –let travel agencies scan flight information and
availability, and basic hotel information.
2. Global distribution system(GDS)- a major CRS that books reservations in the hospitality
industry.
3. The new ways - this entity known as the Travel Management Company (TMC)

Travel management company

The TMC forms a tripartite (agreement) alliance where in all partners, equally sharing data
and information, and mutually benefiting from open communication and information
exchange.
The TMC act as partner to both vendor and the vendee.
The TMC is a proactive.
The TMC examines and evaluates the vendee’s preferences and budgets and determines
“the best travel arrangement” on this basis.
Cost-plus is the new trend, the new way.

Travel agents value

Travel agents do sort of planning and booking travel all day, every week, all year
They are professionals who know what they’re doing.

Most people feel that internet can easily help them discover the best price on air ticket or a
hotel stay.
Travel agents can find better air prices than consumers can 75 to 85% of the time.
They do planning and booking travel.

a good conventional travel agency will do all it can to solve your problem.
 the travel agents know suppliers well and that such knowledge is clearly valuable is reflected
in the high trust the public places in their recommendations of subtly complex, experience-
like products such as tours, cruises and complicated itineraries.

f. travel agents almost always have a much better sense of geography than their clients do.

g. a travel agent with insider knowledge and experience, can cut through the hype and
recommend the best product for a clients need. Travel agencies have begun to whittle down
the choices and recommend only those suppliers with whom they have preferred
relationships.

Types of travel agencies

1. Convention, full agencies
These agencies sell it all air, lodging, car rentals, rail travel, cruises, tours and most other
forms of travel packages.
They may be wholly owned by a large agency chain, or by a smaller regional or local
chain.
Travel agencies may be franchises.
Travel agencies may be affiliated with a consortium
Independent/mom and pop agencies

2. Online agencies
They concentrate on selling travel commodities such as air, lodging and car rentals.
They also sell experiential products such as cruises and tours, sometimes in conjunction
with a toll-free phone number that enables customers to speak to a live travel agent
who can explain the products and offer advice.

3. Specialized Agents
Independent and consortium-affiliated travel agencies have discovered that they can be
most competitive and profitable by narrowing their focus to a particular kind of
customer.
They have specialties such as ski travel, upscale vacations, trips for a physically
challenged, or travel to family destinations.

4. Home-based Agencies
An agency may have part-time seller of travel (often called an independent contractor)
who prefers to work out of his/her home.

Types of business ownership

Sole Proprietorship - it is a form of business ownership wherein the owner is in command of his
whole business and stands to lose as much as he puts in and even more to the extent of all his
personal holdings.

Partnership - two or more persons bind themselves to contribute money, property, or industry to a
common fund, with the intention of dividing the profits among themselves.
Corporation - is an artificial being created by operation of law, having the right of succession and the
powers, attributes and properties expressly authorized by law or incident to its existence.

Department of tourism - is the department of the Philippine government which is primarily charged
with the responsibility to encourage, promote, and develop tourism as a major socio-economic
activity to generate foreign currency and employment, and to spread the benefits of tourism to both
the private and public sector.

Who May Apply for Accreditation. The following may apply for accreditation as tour operator: a.

A resident Filipino citizen;

b. A partnership organized under the laws of the Philippines, at least 60% of its capital being owned
by Filipino citizens; and

c. Corporations organized under the laws of the Philippines, at least 60% of the subscribed common
or voting shares of stocks of which is owned by Filipino citizens and the composition of its Board of
Directors being at least 60% Filipinos.

Section 3 For purposes or accreditation the following are the supporting documents to be submitted
with the application:

a. In case of a single proprietorship, a business name certificate and all amendments thereto; in the
case of partnerships or corporations, a certified true copy of the articles of
partnership/incorporation and its by-laws and amendments thereto, duly registered with the
Securities and Exchange Commission;

b. Complete list of its executive officers and employees, tour guides and travel representatives, if
any, indicating therein their nationality, home address and experience, including names and
establishments previously or currently affiliated with, position and length of service showing the
following:

1. In the case of the manager, proof that he has at least three (3) years managerial experience in
tour operations or has earned a degree in Bachelor of Science in Tourism or has successfully
completed a tour operator's course;

2. Proof that at least two (2) of the permanent staff have at least two (2) years experience in tour
operations;

c. For alien officers and employees, valid visa from the Bureau of Immigration and the proper permit
from the Department of Labor and Employment;

d. Contract of lease or contract to lease the office space intended for the use of the agency, or in the
absence thereof, a sworn statement by the lessor that said agency is a lessee of his building stating
the area thereof;

e. Mayor's permit/municipal license;

f. Latest. Income Tax Return and Audited Financial Statements reflecting a minimum working capital
of FIVE HUNDRED THOUSAND (P500,000.00) PESOS;
g. An annual performance report on the sales production; and a tariff sheet detailing services, rates,
validity, terms/conditions and responsibilities; and

h. Such other documents that the Department may require from time to time.

Section 4 Additional Requirements for Tour Operator Using a Motor Vehicle. No tour operator shall
use any motor vehicle while conducting tours or transporting tourists unless such motor vehicle is
accredited with the Department and sporting a tourist plate.

Section 5 Minimum Office Requirements. The tour operator shall comply with the following office
requirements:

a. It shall be located in a commercial district and not in a residential district;

b. It must be easily identifiable and shall be used exclusively for the tour operation business.

Section 6 Accreditation Fee. After compliance with all the requirements under these Rules, a
certificate of accreditation shall be issued to the applicant upon payment of an accreditation fee of
ONE THOUSAND ONE HUNDRED (P 1,100.00) PESOS per annum for main office and FIVE HUNDRED
FIFTY (P550.00) PESOS for each branch.

Section 7 Validity of Accreditation. The certificate of accreditation shall be valid for a period of one
(1) year from the date of issuance thereof.

Section 8 Access of Department Representatives to Agency's Records. The representatives of tile

Department shall have access to agency's records for verification of compliance with the
requirements of the Department.

Philippine travel agencies association (PTAA)

Represents the Philippine travel sector in various international and national associations. PTAA also
sits in the tourism council of local government units.

Founded through the union of national associations of outbound travel agencies and inbound
operators in 1979.

It was established to foster unity in the travel industry and promote the welfare of its members and
the travelling public, PTAA has evolved into an organization that plays a vital role in both national
and international tourism levels.

International Air transport association (IATA)

It is the global representative of the international air transport industry.

• IATA represents its member’s interests in promoting safe, reliable, secure and economical air
services.

• Founded in 1945, IATA was involved in establishing a sound technical and legal framework of the
cooperation of the World’s airlines.

• Airlines, passengers, airports, travel and freight agents – in short, all stakeholders – will benefit.

IATA Travel Agent Handbook (TAH) - contains the Passenger Agency Conference decisions governing
industry practices or relevant industry regulatory developments as well as locally established criteria.

Section I. Information
Section II. Passenger Agency Conference Resolutions — This is part of the contract between Travel
Agents and IATA Members

Section III. Local Criteria for the Accreditation and Retention of Agents — This is part of the contract
between Travel Agents and IATA Members

Administration Department

This department is common to all enterprises and business entities and is necessary for the conduct
of a day-to-day business activities pertaining to its management.

Functions

1. General Administration Section

2. Personnel Section

3. Accounting Section

4. Finance Section

General administration section

Within this area of responsibility are the legal aspect of the organization, which are normally
handled by lawyer on a retainer basis.

This aspects of the company is necessary for:

a. Protection from errors

b. Third party liability coverage

c. Labor relations with the company employees.

The insurance need of the company also fall under the area of general administration. Insurance
coverage is normally required for:

a. Accidents

b. Financial losses and,

c. Others, such as, fire, burglary and employees’ health care, pension and retirement

The purchase and maintenance of the furniture, furnishings & office equipment, from telephones to
computers, from chairs to tables, and from air-conditioning units to lamps.

Formulation of Company Policies, Standard Operating Procedures, Company Forms, filing systems.

Secretary - the support staff of general administration

Personnel section

This aspects involve hiring policies and compensation schemes specifically the qualifications
required of prospective employees and compensation packages commensurate to the applicant’s
credentials.
Education and training of the staff

Evaluation of staff performance

Accounting section

All records of the company, including all pertinent government licenses and permits, are handled by
the accounting section.

This section is also responsible for the custody of accountable forms, such as Provisional/Official
Receipts, Invoices, Purchase Orders, Tour Vouchers and suppliers’ tickets stocks.

The accountant is also responsible for the implementation of the Company Policies pertinent to
billings, credit and collection.

The formulation of the budget and monitoring of payables and receivables are also part of
accounting.

The accountant reports to the administrative manager. The duties and responsibilities are the
following.

1. Posts daily transactions – Cash Vouchers, Official Receipt, Bills and Invoices
2. Maintains Subsidiary Ledgers for Accounts Payable and accounts Receivable.
3. Check cash Vouchers and monitors cash positions daily.
4. Prepares Quarterly financial statements including bank reconciliation.
5. Prepares monthly, quarterly and annual report to BIR, SSS, medicare and Pag-Ibig Fund.
6. Prepares collection letter for all accounts.
7. Prepares payroll, pay slips, Vacation Leave & Sick Leave Ledgers of staff.
8. Prepares Cash Flow forecasts when necessary
9. Performs any other task as directed

Finance section

This section is represented by the cashier who handles records and acts as custodian of all the
money collected and disbursed.

The finance person assists the general manager in the cash flow management of the organization.

Marketing and sales department

This department’s functional activities can be divided into three specific areas:

1. Marketing 2. Counter sales 3. Field sales

Marketing

is everything that is done to create awareness about an agency, its products and its services.

The objective is to promote the corporate identity and a wholesome reputation in order to create
sales opportunities.
Corporate Identity is the company’s “distinct image”

Advertising

Advertising is defined as any paid form of non-personal presentation of ideas, goods or services by
an identified sponsor.

It is the best known and most expensive marketing activity.

Publications

It refers to any printed material emanating from the travel agency, such as brochures, posters,
leaflets, flyers, handout and other literature

The character, type, and quality of these material reflect the image the travel agency wants to
project.

The material must not only be tailored-made for the market to generate interest, but must also be
attractive in format and clear content.
Publicity

It is defined as a non-personal stimulation of demand for a product, service or destination by

planting commercially significant news about it in a published medium or obtaining favorable
presentation of it in radio, television or electronic channels, that is not paid for the travel agency.
(write ups thru newspapers)

Publicity Plan

Publicity as a marketing activity requires a Publicity Plan A schedule of the number of press releases
that will be published in a number of selected newspaper over a specific period of time

Media relation

Essential element of publicity

Established in the same manner as relations among friends are established

Always remember that media people are proud people

Arrogance and brusqueness have no place in media relations.

Public relations

Public Relations is the generation of goodwill, a tool to enhance a communications.

It is how an individual, a group or institution relates to a particular audience.

Effective public relations start with knowing the message and expressing it the best possible way

Membership in tourism and trade associations

Promotions

sales promotional campaigns for specific products

personal selling
familiarization tours

direct mailers

attendance in trade fairs/events.

Sales promotions - are short-term incentives to encourage the purchase or sale of a products or
services.

Personal selling- is oral presentation in a conversation with one or more prospective purchasers for a
purpose of making a sell

Familiarization tours - are invitational trips for both media and intermediaries of the industry in
order to expose them to the product and solicit positive response and endorsement, and objective
assessments of the product.

Direct mailers - are flyers or sales letters sent to a specific target markets listed via the postal system

Trade shows and events - refers to participation in industry fairs and event where the opportunities
to display the products both to the tourism industry and the general

Marketing and sales manager

Reports directly to the general manager

His overall responsibility is to generate targeted maximum sales for the organization in order to
meet the targeted figures

Counter sales

are transactions captured by the travel counselor or counter staff.

These are the result of good information sharing and suitable and attractive recommendations.

Counter sales go hand-in-hand with counter counseling.

Counter sales is always geared to service walk-in clients.

Field sales

A transaction captured by the account executives or sales agent or representatives outside the
office premises and as a result of predetermined solicitation of business.

Accounting executives

acts as a field travel counsellors

small size travel agency

No more than 10 employees, with the Manager supervising all the three departments.

On the administrative side, the back-up staff would be made up of a secretary, a bookkeeper, a
cashier and the utility staff for janitorial and messenger services.

Operations would have a travel counselor or counter staff, backed up by a ticketing & reservation
staff, and a liaison officer.
The manager would act as the marketing person, backed up by an account executive to perform
the sales function.

To reduce the staff costs, the accounting functions would be contracted to an outside individual.

Medium size travel agency

About 20 or so employees, with 3 department heads, and the upper management made up of a
general manager, an assistant general manager and an EDP/MIS person backed up by a secretary.
The administrative manager would be backed up by a full-time accountant, who in turn would be
assisted by a bookkeeper, a cashier and the utility person.

The operations department would be headed by its manager, backed up by a travel supervisor to
oversee the travel counselor/counter staff.

The ticketing reservations functions would be separated.

There would be an additional liaison office staff.

The upper management would act as the agency’s marketers, while a sales manager would oversee
the account executives.

Large size travel agency

At least 30 employees. The upper management complement would be augmented by a

comptroller.

On the administrative side, a personnel officer to handle human resources and a collector would be
added.

Operations would probably split into Travel and Tours, and a documentation supervisor would be
added to oversee the growing number of travel documentation be handled.

World travel and tourism is expected to generate a growth rate of 4.3% per year over the next 10
years. – World Travel and Tourism Council (WTTC)

 Major Tourism Associations believe that the package tour product will continue to be highly
popular with the travelling public.

 Social trends predict that a large portion of the growth of tour products will be in “partly
packaged” holidays, customized holidays (F.I.T) and dynamic packaging, while interest in traditional
all-inclusive tour packages may drop.

 Tour – any form of travel from place to place, with multiple features that can be packaged and sold
as a single unit.

 The history of modern tours can be traced to the 1840s and a British individual named Thomas
Cook.

Cook – is recognized as the first travel professional to organize a group of travelers for a tour.

 The first tour was a rail package in England.

 Cook’s Tour – touring of British travelers throughout Europe, Africa and Middle East.
 Canadian and US tour companies sell tours to more than 23 million travelers each year.

 The tours come in countless forms and can be organized to fit almost any traveler’s interests and
budget

2 Basic Type of Tours:

1. custom-designed tours

2. Pre-packaged tours  Independent  Hosted  escorted

Custom designed tour

 Travelers who desire the highest degree of control over all of the elements of a tour.

 Travel professionals create custom-designed tours, usually by working closely with client, to
accommodate all of the individual needs and requests a client makes with respect to tour elements.

 It is common referred to as an F.I.T. (or FIT) – foreign independent tour 

Used to describe both domestic and foreign tours 

Extremely popular prior to the 1960s, when prepackaged tours became a common manner to
organize and operate tours 

More expensive to operate than pre-packaged tours.... 

Volume discounts are not available to organizer of FIT 

Tour operators realize how time consuming is to research and develop FIT so they are now making it
easier for travel agents by offering them a wider choice of products to sell to clients 

Usually organized for leisure travel, but there is a growing demand for pre, post and family tours
which can ass a leisure component to the business traveler’s trip. 

Business travelers who can’t get away for extended vacations are interested in extending their
business trip to include a packaged mini-vacation.

Independent tours

 Is a tour where participants travel independently without a group or guide.

 Participants can depart and return on any day and can even adjust the length of their stay to suit
their individual needs and preferences.

 Provide only the basics such as round-trip transport to the destination, transfers from the airport
or arrival point and accommodations at a single hotel, and rental car.

 Popular with travelers who wish to go to a resort for primary purpose of relaxation.

 Fly/drive tour – an independent tour allows travelers to visit multiple destinations during their trip
and this includes air transport, a car rental and lodging, with a selection of hotels, guest-houses and
even farm-houses.

 The travelers are given a set of vouchers, one for each night of the tour.

 It offer tremendous flexibility and autonomy for the tour participants.

Hosted tours

 Offer travelers an opportunity to travel independently, but also to receive guidance and assistance
from a host at each of the tour’s destinations

 Are ideal for travelers who want independence and flexibility with respect to their itineraries and
destination activities, but still desire the on-site guidance of a travel professional

 Host

 Is a representative of a tour company/ground operator who assists participants with the planning
and organization of their activities and other tour arrangements.

 Serves as an information specialist, facilitating the needs and wants of the tour participants

 Will greet each of the tour participants at the hotel/airport

 Give the participants a brief orientation to the tour components and destination

 Participants

Often arrive separately from other participants

 Most of the activities are done individually

 Include a single destination with a single host, multiple destinations with several hosts

Escorted tours

 Traveling between the sightseeing stops is generally done in a motor-coach.

 For travelers who want convenience and do not wish to be bothered with organizing details

 There is also perceived feeling of safety in group travel

 The participants do not select the individual hotels during their stay

 Escorts commonly provide a wide variety of information throughout the tour

 Local guides (step-on guides) who are experts on a specific regions or tour features will be utilized
to provide more detailed information to the tour participants

 Participants travel together from the time the tour begins until the time the tour is completed.

 The group itinerary comes before individual needs

Pre package tour component

 There are many possible tour components and these will vary depending on the objectives of the
tour and the underlying budget.

 Elements:  Transport  Accommodation  Itineraries  Sightseeing  Meals

Transport

 Air, car, motor-coach, train, or ship

 Exotic modes of transportation – riding an elephant, or carabao, or dug-out canoe

 Fly/drive tours - use a combination of aeroplanes and rental cars

 Fly/cruise packages – travelers fly to a port of embarkation and then board a cruise ship

 Rail tour

 Motor-coach tour

 Transfers – shuttles participants from their point of arrival, airport and accommodation (hotel) –
even railways station and cruise ship.

accomodation

 Range from a simple tent to luxurious hotels and resorts, and as such be tailored to fit almost any
traveler’s budget.

 Choose their accommodation from different price ranges.

 Escorted tours – participants stay at the same accommodations (equipped to handle groups)

 Upgrades to larger or fancier rooms might be an option at the time of booking but would be based
on availability and on first come first served basis

 As travel professional you must pay particular attention to accommodation when booking tours for
your clients.

 Travelers place a high value in having accommodations that suits their particular tastes and needs.

Itineraries

 A description of a customer’s traveler plans

 The elements of an itinerary include the route, distances, travel time, activities and sightseeing
during the tour

 When considering tour itineraries, it is helpful to understand some basic guidelines which may be
broken down into 5 categories (P.R.I.D.E.):

1. Pace 2. Routing 3. Interests 4. Details 5. Energy

1. Pace
 Pacing refers to how quickly a slowly an itinerary moves.
 Comfortable pace for clients is essential to their enjoyment of the tour
 A client’s age and health should also be considered
 Older clients often prefer to stay 3 or more nights at each hotel
 Younger and healthier clients can move at a faster pace

2. Routing
 Should avoid back-tracking, double back/routing a client in circles
  Hub and spoke routing (motor-coach tours) – travelers stay at a central destination and
travel via motor coach to surrounding destinations during the day, returning to the central
destination at night

3. Interests
 You must talk to your client and listen carefully to the types of activities and manner in
which they describe their interests
 Determining and matching takes practice and tour destination expertise

4. Details
 Paying attention to the individual parts of a tour ensure a successful itinerary.
 Include the dates and times of departure, attractions involve in the daily itinerary, and
communicating the included and excluded items of the itinerary.
 Details are a critical part of the itinerary planning process

5. Energy
 It is important to take note how much walking certain tours require, whether or not client
is travelling alone or with family that includes small children and what type of tour
experience the client is looking for.
 Get as sense of your client’s energy levels

Sightseeing

are a combination of transportation within the destination to sights and sites of interest, tour guide’s
services, entrance fees, entertainment or activities and sometimes, snacks and meals. No overnight
stay. These are classified as follows:

 Half-day Sightseeing – operated mornings or afternoons. Normally includes a snack.

 Full-day Sightseeing – Eight to ten hours with lunch.

 Evening tours – operated after six in the evening. Normally includes dinner and a drink.

 Optional tours – tours that are not included in the tour package, for which the client pays extra.

Meals

 refers to the number of meals per day included in the package, whether served in the place of
lodging or outside in a restaurant.

 Full-board basis/Full pension/American plan (AP) – if all meals are included

 Half-board basis, Demi-pension/Modified American plan (MAP) – only breakfast and Lunch/Dinner
are included

 Continental Plan (CP) – or Bed-and-Breakfast basis – if only full breakfast is included

 European plan (EP) – if no meals are included in the package

 Bermuda Plan (BP) – tour participants, receive a full cooked breakfast, but no other meals are
provided
 Gratuities – are defined as favours/gifts, usually in the form of money, given in return for good
service. It is computed from 15-20% of the total costs of service.

 Baggage handling – baggage allowance, tag and claim area

 Service charges - are billed by facilities and service providers to offset labor costs and/equipment
maintenance.

 Surcharges - imposed to cover extra-ordinary incidents such as the rising fuel prices.

 Taxes - quotations for air travel, meals and rooms usually have a notation “plus tax and
gratuities”/”plus tax and fees”. It is quoted in % rather then $ of P amounts and can be subject to
negotiation with the venue management.

 Attrition Contingency Fund – refers to a clause in the contract requiring a minimum guaranteed
number to ensure that a hotel earns the expected revenue from the meeting in terms of rooms and/
food service revenue in case the event falls below expected numbers.

 Promotional gifts

 Complimentary drinks/welcoming event or reception

1. Time Efficiency – tour participant can see more destinations in less time.

2. Comfort and protection due to the presence of the escort – unfamiliar areas where they do not
speak the language

3. Ease and convenience – it makes arranging and understanding details of the experience much
easier for the clients than if they have to arrange the details on their own

4. Cost savings – tour operators and suppliers have access to tour components at a wholesale cost

5. Easier and safe niche travel – a tours simplifies the details and affords the tour participants much
greater safety and security than doing the same itinerary on their own

6. Social – same tour are likely to have similar interests.

1. Profit Potential
 Agent commission
 Selling tours offers a far more attractive profit potential than just selling a piece of the
travel arrangements
2. Customer Relationship Development
 Starts to develop more meaningful relationships
 Learn about their client’s interests, hobbies and lifestyle
 Develop a loyal followers and potentially increase their business through referrals
3. Repeat Business Potential
 Customers buy products from people they know and trust
 Satisfied clients will be likely to request additional services from you in the future
4. Provide Real Client Value
 Travel clients appreciate value and choice
 Gain the lasting confidence and trust of the client
 An agent’s good reputation will go along way in increasing referrals
 Lesson 7

Booking Order or Reservation Request

It is the working paper of the reservations sections of travel agencies and tour operators.

It is a document issued by them requesting services for the traveler named in the document from
the supplier.

 It goes hand-in-hand with the Tour Voucher.

The Booking Order is sent direct to the supplier of services, while the Tour Voucher is handcarried
by the traveler, and surrendered to the supplier in exchange for services.

The Tour Voucher or Exchange Order

 is a document issued by the travel counselor of a travel agency or the reservations staff of a tour
operator, specifying services to be provided to the bearer.

 This is surrendered to the supplier in exchange for the services stipulated in the Tour Voucher.

Tour Booking Conditions

 Clients express interest in a tour, they are primarily interested in the features of the tour.

 Equally important set of circumstances is the Tour Booking Conditions or Terms and Conditions as
they are sometimes called, which are generally detailed in the back of the tour brochure.

The following are key points that are generally covered in the Tour Booking Conditions:

1. Included and Excluded Tour Features

2. 2. Deposit and Payment Schedule
3. Cancellation and Refund Policy
4. Status of Tour Brochure Fares and Rates

Included and Excluded Tour Features

The marketing portions of a tour brochure can be misleading.

It is important to cover the features that are included in or excluded from the tour. Examples of
these features include:

 The number and types of meals that are included in the tour package.

 The types of sightseeing and attractions that will be visited

 The manner in which they will be visited. And gratuities and taxes.

Deposit and Payment Schedule

 All tour operators will require a deposit and a subsequent payment, in a timely manner of the
balance of the tour costs to ensure a proper booking.

 The deposit and payment schedule vary according to each tour company’s policies.

Cancellation and Refund Policy

 Cancellation may be initiated by either the client or the tour operator and the policies concerning
cancellations are typically outlined in detail in the Tour Booking Conditions section of the brochure.

Cancellation and Refund Policy (continuation…)

Reasons why operators cancel tours:

 Severe weather conditions

 Political or social instability on the tour itinerary

 Labor stoppages and strikes

Status of Tour Brochure Fares and Rates

The cost of a tour may vary considerably during certain seasons and during certain peak times.
Other factors such as currency fluctuations can also affect the price of a tour rates.

Limitations of Liability

All tour operators will provide for limitations of liability in their printed materials.

Limitations of liability can be found in subsection of the Tour Booking Conditions under categories
such as “Responsibilities”.

Responsibilities

 RDL, limited acts as an agent for services provided by operators and cannot be held liable for any
alterations, acts or omissions on the part of those providing services listed in brochures or any other
services incidental.

 The responsibilities of associated air carriers are limited as specified in their tickets, conditions of
carriage and tariffs.

The Following are some of the most important issues:

1. RDL, limited claims no liability with respect to inaccuracies of errors made by its subcontractors.

2. RDL, limited claims that liability for air travel lies with the airlines, and is described in the airline’s
ticket.

3. RDL, Limited say that they are not responsible for inaccuracies or changes to the tours and their
itineraries as a result of a variety of unforeseen circumstances.

4. The tour operator claims no responsibility for baggage protection.

The Following are some of the most important issues:

5. The tour operator claims no responsibility for participant’s health, injuries and delay experienced
on the tour.
6. The tour operator states that the contract in effect is the whole and only contract. Also known in
legal terms as an “integration clause”.

7. RDL, Limited states that providing payment to the travel agent does not guarantee a reservation
on a tour. The tour operator must receive some form of payment from the travel agent for the
reservation to be considered in effect.

Key Aspects of a Tour Brochure

Getting to know your clients and identifying their needs and wants is part of the process, but
knowing about the tour product is a key ingredient as well.

Tour brochure and tour operator’s website are essential parts of your sales tool kit.

Tour Brochure

simple one-color leaflets, with basic information, detailed photographs, maps, and related
materials.

interactive websites becoming more popular and very useful in gaining additional knowledge

Sales Representative

keep you informed and up to date on special promotions to encourage you to sell their products.

Tour Brochure Checklist

1. Cost - fully explain what is included in the price of the tour and what is excluded from the tour.

2. Itinerary - understand your clients’ interests and desires - spend time which clients and listen to
what they tell you

3. Group Size - ask your clients about the size of the group - Small groups generally range from eight
to fifteen participants

4. Pace - check the tour’s itinerary carefully to determine the tour’s pace and whether or not it
matches your client’s taste

5. Terminology - make sure your clients understand the language and terminology used in the
brochure

Tour Brochure Checklist

6. Single Supplement - if a client is travelling alone, make sure he or she understands about single
supplements

7. Consumer protection - check if the proposed tour is a member of any organization that offers
consumer protection plan

8. Supports Local Community - non-profit organizations and international charities that focus on
health, education, community development, environmental conservation and employment skills
training

9. Conditions - review the applicable sections with your clients as this will details both the clients and
tour operator’s rights
10. Questions - answer all of your client’s question - REMEMBER- Sales and process involves listening
and identifying and responding to client needs and wants

Tour Brochure Price Quotation

Most common factors affecting tour price are as follows:

1. Pre-Tour Transport - All tour participants must arrive at the tour’s departure point at the
scheduled time in order to begin the tour.

2. Accommodation - One of the single largest expenses in the cost of a tour is the type and quality of
accommodation

Tour Brochure Price Quotation

3. Sightseeing and Attractions - Another factor that greatly influences the cost of a tour is the type
and number of attractions and features included in the tour’s itinerary.

4. Accommodation Occupancy - Most tour prices are provided to a person double occupancy rate.

5. Travel Insurance - Many tour operators offer optional travel insurance to cover a variety of
circumstances.

Tour Reservation Procedures

The following is a list of details you should cover with a tour operator and/or the tour operator’s
sales agent when you make a reservation for a client:

1. Your full name and the name of your agency or organization. Many tour operators will maintain
your name and that of your agency in their computer systems, thereby facilitating this part of the
process.

2. The name and availability of the tour that your client wants to take.

3. The date and proposed tour.

Tour Reservation Procedures

4. The full legal names, addresses and any other relevant contact information, such as phone and fax
number, of the tour participants.

5. Air transfer information; this information should include the clients’ gateway city, which is the city
from which they will depart, and also details of the city from which they will return at the conclusion
of the tour.

6. Any special requests or situations. Special requests and situations would include special meal
preferences, medical or health conditions, allergies, physical disabilities or challenges.

Tour Account Procedures

 Keeping track of both the administrative and financial details of the tour bookings you complete is
an essential function of an organized and effective travel professional.

 It will be helpful to develop a tracking system that contains the following types of information:

1. Name and date of the specific tour booked

2. Number of passengers booked on the tour

3. Date passengers were booked on the tour

4. Date and amount of initial deposit

Tour Account Procedures

5. Date when final payment is due

6. Rates for various tour participants

7. Document delivery dates

8. Your commission for tour sale

9. Name and contract for tour operators representative

Process of Reservation

1. Manual Reservation Processing

2. Automated Reservation

Manual Reservation Processing

requires phonein contact for the supplier airline, for initial request or regular follow up

Automated Reservation

Provides instant info on flight schedule, class of services and prizing, in addition to hotel
accommodations and other services

The type of journey

One-way (OW) example Manila/ Hong kong

Roundtrip (RT) example Manila/ Bangkok/ Manila

Circle Trip (CT) example Manila/ Hong kong/ Bangkok/ Singapore/ Manila

Round-the-world (RTW) example Manila/ Tokyo/ San Francisco/ New York/ London/ Frankfurt/
Athens/ Bangkok/ Manila

Open Jaw (OJ) example Manila/ Hong kongMacau/ Manila. The Hong kong-Macau section is not
part of the ticket.

Passport

A passport can be define as “an official document issued by the Department of Foreign Affairs or a
competent public authority to nationals or to alien residents of the issuing country.”
 Other than allowing access to another country, the passport can be used as a means of
identification.

 The passport is to provide evidence of legal entry into another country.

Joint Passport

 That means that two or more people traveling together hold a single joint passport.

 Spouses and/or their children may obtain a joint passport

Travel agent that ensure that

 Clients understand that individuals wishing to travel to another country usually require a passport.

 The client’s passport is valid for the whole time spent travelling.

 Clients are made aware of any other regulations relating to the passport’s validity, e.g.

 People who travel on a joint passport must travel together

 A person whose name has been added to the passport issued in another person’s name is never
permitted to travel.

 An agent will be confronted with many passports issued by various countries. The information that
agents need to refer to might be located in different places. Having stated this, there are general
rules (useful to remember) regarding the validity and other information contained within the
passports. These include:

 A passport is normally valid for either five or ten years, depending on the country issuing the
document.

 A passport is normally valid for all countries unless exceptions are noted.

 A passport that has passed its period of validity.

 Check the passport expiry date.

 Children over the age of sixteen are normally required to hold a valid passport issued in their own
name.

 A passport remains the property of issuing authority and can be withdrawn at any time.

Passport application tru travel agency

 Travel agents could still help applicants but only with the facilitation of documents needed for the
application of passport.

 All applicants will have to go to the DFA in order to have their biometrics taken and other
information that will have to be provided to our passport office so that’s why we have seen that the
role of travel agencies will be curtailed because of those requirements.

 Before, travel agency-assisted passport applicants shell out anywhere from P1,800 to P7,000 for
these special privileges.