Unit 7: Investigating travel agency

operations (LEVEL 2)
Learning outcomes
By completing this unit candidates will develop an understanding of the types of travel agents, their
roles and the products and services provided. Candidates will also develop an understanding of
the process used to book a holiday and stages involved prior to overseas travel.
Candidates will produce evidence to meet the unit assessment objectives in order to show that
they understand:

the different types of travel agents and their roles

the different products and services provided by travel agents

the process used to book a holiday

the necessary information for the first-time traveller.

Candidates will also develop their practical skills in choosing and presenting an appropriate holiday
for a specific customer type.
Assessment objectives

Knowledge, understanding and skills

1 Describe and give

examples of the
different types of travel
agents

Types of travel agents:

independents, miniples, multiples
leisure and business
specialist and mass market

2 Describe the role of

travel agents

Role of travel agents:

selling travel and tourism products and services, eg package
holidays, flights, ferry services, rail and coach travel, hotel
bookings, foreign exchange, theatre bookings
giving travel and tourism information and advice, eg destinations
and their suitability, travel methods, facilities, attractions, visa
information

3 Chart the process

used to book a
package holiday,
including the
information recorded
at each stage

Process:
customer enquiry
recording customer information, eg holiday details, names,
dates, special requirements, budget, preferred destination(s)
holiday search, eg Viewdata or Internet
completion of booking form, eg compliance with contract terms
payment of deposit(s)
issue invoice for balance
payment of balance
issue tickets

OCR Level 2 Nationals in Travel and Tourism

Unit 7 Investigating travel agency operations

Assessment objectives

Knowledge, understanding and skills

4 Choose, cost and

present an appropriate
holiday for one
specific customer type

Cost:
basic price
supplement(s), eg regional departure, balcony, sea view
Appropriate holiday:
meets customer needs
includes holiday details
includes extra services
within budget
Customer types:
families
couples
singles
different age groups (eg 18-30, grey market)
special needs
adventure seeking

5 Chart all stages of the

holiday experience
from booking to arrival
back in the UK

Stages:
booking process, eg deposit, final payment, arrival of tickets
passport, visa, vaccination requirements
buying currency
flight check-in times, checking-in procedures to include passport
control and security measures
arrival at destination, transfers, arrival at accommodation,
checking-in
welcome party
role of holiday representative
departure procedure to include: checking out of accommodation,
transfer, flight check-in
arrival back in the UK

Assessment
This unit is centre assessed and externally moderated.
In order to achieve this unit candidates must produce a portfolio of evidence showing that they
have met all of the assessment objectives.
Portfolios of work must be produced independently. They will need to be made available, together
with witness statements and any other supporting documentation, to the OCR Visiting Moderator
when required.
Centres must confirm to OCR that the evidence produced by candidates is authentic. An OCR
Centre Authentication Form is provided in the Centre Handbook and includes a declaration for
assessors to sign. It is a requirement of the QCA Common Criteria for all Qualifications that proof
of authentication is received.

Guidance on assessment and evidence requirements

This unit has links with Unit 1: Exploring travel and tourism, Unit 2: Dealing with customers in travel
and tourism, Unit 6: Investigating package holidays (tour operations), and Unit 10: Using
technology and the Internet for travel and tourism. Candidates should be encouraged to apply the
knowledge and skills developed in these units when choosing and presenting a holiday.
2

OCR Level 2 Nationals in Travel and Tourism

Unit 7 Investigating travel agency operations

For Assessment Objective 1 candidates are expected to investigate the different types of travel
agents. Some candidates will have used the various services of travel agents and may have had
work experience in them. This experience will be a useful starting point for discussion. Tutors
should ensure that candidates understand that major tour operators own the multiples and that
independents are under threat. Tutors should encourage candidates to consider how the role of
travel agents is changing as they face competition from Internet bookings.
Assessment Objective 2 focuses on the role of travel agents and the products and services they
offer. This may be taught in conjunction with Assessment Objective 1 so that candidates are
aware of the differences in offering between the different types of travel agents. Candidates should
notice that multiple travel agents give more emphasis to their parent company products, eg
Thomson selling TUI products.
The process for booking a holiday (Assessment Objective 3) in a travel agency differs from that
online or by telephone. Candidates could discuss the differences whilst understanding that the
same essential information must always be present.
Assessment Objective 4 could be a practical assessment carried out as a role-play. In this case a
witness statement from the assessor would be needed. Candidates could choose their own
customer types or tutors could allocate them. Candidates should be encouraged to develop their
customer description so that there are very specific holiday needs. A range of appropriate
resources should be provided for candidates to research including brochures, travel guides and the
Internet. Candidates could work in pairs, in turn playing the customer and the travel agent.
The chart for Assessment Objective 5 could be based around the holiday for Assessment
Objective 4. The tutor should encourage candidates to talk through the process from booking a
holiday to returning home before beginning their charts. This could be done as one large group or
in smaller groups. Candidates could do their own research into different flight check in times and
vaccination requirements, etc. For higher grades charts need to be annotated.
Candidates may provide portfolio evidence for all of the assessment objectives in this unit using a
range of presentation techniques. This may include assessor testimony/witness statements
logbooks, diaries, the use of video, audio and presentation software, posters/charts, written work.
Where video and/or audio evidence is provided this must be supported by assessor
testimony/witness statements. Where candidates demonstrate competence, centres should record
skills demonstrated on appropriate recording documentation.

Signposting to Key Skills

9

The unit contains opportunities for developing the Key Skill, and possibly for generating
portfolio evidence, if teaching and learning is focused on that aim.

Key Skill
reference

Key Skill
reference

Key Skill
reference

N2.1

ICT2.1

C2.2a

N2.2a

ICT2.2

C2.2b

N2.2b

ICT2.3

C2.3

N2.2c

C2.1

N2.2d
N2.3

OCR Level 2 Nationals in Travel and Tourism

Unit 7 Investigating travel agency operations

Mapping to National Occupational Standards

Occupational Standards

Unit
number

Title

Travel Services (Leisure Travel,

Business Travel, Call Centre
Operations)

2.17

Develop customer relationships (Customer

Service)

Travel Services (Leisure Travel,

Business Travel, Call Centre
Operations)

2.22

Contribute to the effectiveness of the workflow

(Administration)

Travel Services (Leisure Travel)

2.01L

Achieve sales of standard leisure travel

products and services

Resources
This section provides suggestions of suitable resources. The list is neither prescriptive nor
exhaustive, and candidates should be encouraged to gather information from a variety of sources.
Some suggested resources are intended for Tutor use. The resources in this section were current
at the time of production.
Books
Hayward, P. (2000)

Intermediate GNVQ Leisure and Tourism

Heinemann

Holloway, C. (2001)

The Business of Tourism 6th Ed.

Pearson Education

Horner, P (1996)

Travel Agency Practice

Longman

Lavery, P. (2004)

Travel and Tourism

Elm

McAlphine, M. (2004)

So you want to work in travel and tourism?

Hodder and Stoughton

Riley D. & Greasby, E. (2005)

Check Your English Vocabulary for Leisure, Travel and

Tourism Second Edition
Bloomsbury Publishing PLC

Vranic, J. (2000)

Intermediate Leisure and Tourism

Hodder and Stoughton

Journals/Magazines/Newspapers
Travel Trade Gazette
Travel Weekly
Other useful resources include tour operators holiday brochures.
Websites
Association of British Travel Agents (ABTA). URL:http://www.abta.com/
The Association of British Travel Agents is the UK's Premier Trade Association for Tour Operators
and Travel Agents.

OCR Level 2 Nationals in Travel and Tourism

Unit 7 Investigating travel agency operations

Department of Health. URL:http://www.dh.gov.uk/Home/fs/en

Section on vaccinations and government travel advice.
Fit for Travel. URL:http://www.fitfortravel.scot.nhs.uk/
Travel advice site from NHS Scotland.
Foreign and Commonwealth Office. URL:http://www.fco.gov.uk/
Travel advice.
Going Places. URL:http://www.uk.mytravel.com/
Website of one of the UKs largest travel agents.
Information Commissioners Office. URL:http://www.dataprotection.gov.uk/
Data Protection Act information.
Lunn Poly. URL:http://www.lunnpoly.com/
Website of one of the UKs largest travel agents.
Resource Gateway. URL:http://www.resourcegateway.org.uk/logon.asp?step=1
This website gives teachers and students the opportunity to access a resource database of
information and materials that support a variety of leisure, travel and tourism courses for the 14-19
age group.
UK Passport Service. URL:http://www.ukpa.gov.uk/
Passport information.
Vocational Learning. (Leisure and Tourism)
URL:http://www.vocationallearning.org.uk//teachers/subjectspecific/KS4/leisuretourism.asp
Leisure and tourism teaching and learning resources for schools and colleges.

OCR Level 2 Nationals in Travel and Tourism

Unit 7 Investigating travel agency operations

Grading
Assessment
Objective

Pass

Merit

Distinction

AO1
Describe and give examples
of the different types of travel
agents

Candidates provide a basic

description of the different types of
travel agents using obvious
examples.

Candidates provide a detailed

description of the different types of
travel agents using a variety of
examples.

Candidates provide a comprehensive

description of the different types of
travel agents using a variety of well
chosen examples.

AO2
Describe the role of travel
agents

Candidates provide a basic

description of the role of travel agents.
The description includes brief
information about some of the
products and services they provide.

Candidates provide a detailed

description of the role of travel agents.
The description includes clear and
relevant information about many of
the products and services they
provide.

Candidates provide a comprehensive

description of the role of travel agents.
The description includes in depth
information about many of the
products and services they provide.

AO3
Chart the process used to
book a package holiday,
including the information
recorded at each stage

Candidates provide a simple chart

that briefly outlines the process used
to book a package holiday, including
the information recorded at each
stage.

Candidates provide a clear chart with

explanations of the process used to
book a package holiday, including the
information recorded at each stage.

Candidates provide a comprehensive

chart with detailed explanations of
the process used to book a package
holiday, including the information
recorded at each stage.

AO4
Choose, cost and present an
appropriate holiday for one
specific customer type

Candidates choose and present an

appropriate holiday for one specific
customer type. Candidates show
limited understanding of the customer
type and why the holiday chosen is
suitable. A simple costing is provided.

Candidates choose and present an

appropriate holiday for one specific
customer type. Candidates show
some understanding of the customer
type and why the holiday chosen is
suitable. A full costing is provided.

Candidates choose and present an

appropriate holiday for one specific
customer type. Candidates show a
thorough understanding of the
customer type and why the holiday
chosen is suitable. A full costing is
provided, including all supplements.

AO5
Chart all stages of the holiday
experience from booking to
arrival back in the UK

Candidates provide a simple chart

that briefly outlines all stages of the
holiday experience from booking to
arrival back in the UK.

Candidates provide a clear chart with

explanations of all stages of the
holiday experience from booking to
arrival back in the UK.

Candidates provide a comprehensive

chart with detailed explanations of all
stages of the holiday experience from
booking to arrival back in the UK.

OCR Level 2 Nationals in Travel and Tourism