IATA trainings

This interactive e-learning course will teach you how to price journeys for all types of fares using the Global Distribution Systems (GDS). You will have hands-on practice using the interactive GDS simulation tool, which will help you analyze GDS displays relevant to mileage system pricing; read, interpret, and apply mileage and routing fare rules; and issue tickets. The simulation training is supported by an interactive workbook and reference notes on GDS commands, maps and key journey pricing terms and definitions. 

Objectives

Upon completion of this course you will be able to: 

• Analyze GDS displays relevant to mileage system pricing 
• Identify and price different journey types 
• Read, interpret, and apply mileage and routing fare rules 
• Issue tickets  

Target audience

• Airline fares desk agents 
• Travel agents 
• Airline ticket agents 
• Business Process Outsourcing (BPO) and call center agents
• Students Bachelor & Master in Tourism   

Key topics

• Introduction to air fares, analyzing itineraries and retrieving fares from a GDS 
• Limitations on indirect travel, side trips and surface sectors 
• Return trips in different classes of service and alternative fare break points 
• Lowest combinations, round-the-world journeys and class differentials 

Prerequisites

Learners must already be familiar with GDS system functionality, basic commands, and have the ability to interpret booked itineraries. 

Course format

This course requires approximately 50 hours of study to be completed in 12 months from the purchase date (enrollment validity). You have a maximum of 100 login hours to complete the course study. After the enrollment validity expires, or the 100 login hours are consumed, you will not have access to the course content and will not be able to take the exam. Student performance will be based on an examination.  Recommended learning environment with desktop computer.

Exam information

You may choose to take your exam online (with remote supervision) home or at Thomas More Mechelen, official ATC for Belgium. 

• You will be given 3 hours to complete 100 multiple choice questions. (open text book)
• Passing grade is 60% correct answers; 85% correct answers are needed for a distinction 
• You will be given 2 attempts to successfully complete the final exam. 

Table of contents

• Introduction to airfares, retrieving fares 
• The anatomy of a journey 
• Introduction to the mileage system 
• Worksheets and drawing map diagrams 
• Fare Formula      
• Fare Construction Point (FCP) 
• Fares in Neutral Unit of 
• Construction (NUC)s 
• Rules and conditions of the fare 
• Maximum Permitted Mileage (MPM), Ticketed Point Mileage (TPM) and Excess Mileage Allowance (EMA) 
• Excess Mileage Surcharge (EMS) 
• Higher Intermediate Point (HIP) 
• Applicable Fare (AF) 
• Limitations on indirect travel 
• Side trips 
• Surface sectors 
• Alternative fare construction points 
• Mixed-class travel 
• Open-jaw journeys 
• Lowest Combination Principle (LCP) and Pricing units 
• Round-the-world fares 
• The passenger ticket 
• Linear fare construction (I and II) 
• Currency conversion 
• Taxes, fees and charges on the ticket 
• Ticket record and ticket issuance 

With more than 1 billion international trips each year, the travel industry offers travel professionals excellent business opportunities. This course will help you take advantage of these opportunities by improving your skills in supervising and managing people and by building business relationships based on win-win negotiating strategies. Learn how to be competitive by developing new products and market them effectively. You will also gain insight on agency accounting procedures to build business plans that lead to good financial health. 

Objectives

Upon completion of this course you will be able to: 

• Increase your opportunity for career advancement 
• Become entrepreneurial and creative 
• Open your own travel agency or tour company 
• Grow your business and profits 
• Improve operational processes 

Target audience

• Agency administration 
• Mid-level managers and supervisors 
• Agency back-office personnel 
• Travel Managers
• Students/graduates Bachelor & Master in Tourism 

Key topics

• Managerial and negotiation skills 
• Marketing and pricing 
• Tour production and event planning 
• Administration and accounting 
• Laws related to the travel industry 

Course format

This course requires approximately 120 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam. Student performance will be based on an examination. 

Exam information

• Exam Method: Online exam with remote supervision 
• Exam Format: Multiple Choice questions. Closed Textbook; Foldout Maps are not permitted 
• Number of questions: 80 
• Time Allowance: 2 hours 
• Passing Grade: 60% 
• Distinction Grade: 85% ▪ Number of exam attempts: 2 

Table of contents

Managerial skills

• The supervisory role 
• Planning for performance 
• Communicating effectively 
• Managing performance 
• Motivation, de-motivation and inspiration 
• Leading the team 

Negotiation skills 

• Understanding when/what to negotiate
• The seven elements of negotiation 
• Requests for information/ quotation/ proposal 

Special-interest travel and tour production 

• Special-interest tours 
• Eco-tours 
• Inclusive-tour production for special-interest groups  
• Tour negotiation: Air/land/water components 
• Sales terms and conditions explained 
• Travel safety 

Corporate event and meeting management 

• The event and meeting customer 
• Basic event or meeting components 
• The workflow in planning 

Agency financial management and accounting 

• Finance and business planning  
• Bookkeeping and financial administration 
• Business planning, budgeting and reporting 
• Analysis, management and assessment 
• Reporting and remitting agency sales 

 Marketing travel 

• Marketing in travel  
• Marketing principles, practices, and processes  
• Marketing management and the marketing plan  
• Market and marketing research  
• Market research and analysis 
• Customer and client focus, branding and competitive advantage 
• The marketing mix 
• Marketing in the digital age 

Technology in the travel industry 

• Information technology in the travel industry 
• Social media strategy 
• Managing travel apps and their social applications and implications for travel agents 
• The flow of information through the agency systems

Acquire essential knowledge and skills to work in the travel and tourism industry and become an effective travel professional. Provide advice on flight, accommodation and tour products, and how to ensure travellers fulfil necessary travel requirements. Improve your customer service and sales skills in order to better advise travel customers about when and where to travel based on their needs. Learn to use a global distribution system to create and manage reservations. 

Objectives

Upon completion of this course you will be able to: 

• Advise customers on passport and visa requirements, as well as on travel insurance options.
• Promote services and facilities available to airline passengers during their travel.
• Interpret standard industry codes to plan and reserve travel itineraries.
• Sell rail travel, car rental, hotel accommodation, cruises and pre-packaged tour products
• Provide good customer service and retain customer loyalty 
• Use the Global Distribution System to make and maintain reservations and issue travel documents 

Target audience

• Travel Agents
• Airline reservation agents
• Tour operators
• Call center agents 

 Key topics

• The travel and tourism industry and the working environment for travel professionals
• Geography and industry codes
• Travel documents and the airline passenger experience
• Air transport products and services
• Rail, hotel, car rental, cruise and tour products
• Customer service principles
• Airfares and ticketing
• The Amadeus/Galileo/Sabre system functionality 

Course format

This course requires approximately 200 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam.  You’ll need an Internet connection and Google Chrome browser to access the online modules.  

Exam information

• Exam Method: Online exam with remote supervision
• Exam Format: Multiple Choice questions
• Closed Textbook; Foldout Maps are not permitted
• Number of questions: 80
• Time Allowance: 2 hours
• Passing Grade: 60%
• Distinction Grade: 85%
• Number of exam attempts: 2 

Table of contents

Overview of the travel and tourism industry

• International and regional travel and tourism organizations
• Roles and responsibilities of travel agents
• Geography in travel planning
• Marketing and selling travel
• Three-letter city codes
• Planning travel itineraries
• Travel formalities
• Taxes, customs and currencies
• Travel insurance
• Auxiliary services and information supplied by travel agents
• Air transport essentials
• Airline products and services for passengers
• Industry codes, terms and definitions
• Introduction to rail products and services
• Land transport: car rental and campers
• Water transport: ferries and cruises
• Pre-packaged tour products
• Types of tours and tour components
• Reservation and accounting procedures
• Booking conditions and limitations of liability
• Customer service and communication
• Fundamentals in airfares and ticketing: Passenger Air Tariff (PAT), Taxes, fees and charges, Billing and Settlement Plan (BSP)
• Introduction to travel technology
• Electronic booking tools (GDS functionality training): Flight schedules and availability, Completing reservations, Airfare displays, Hotel and car reservations, Timatic 

With over 52 million tons of cargo shipped annually, the air cargo industry is the place to be. Prepare yourself to work in the industry with this comprehensive course. You will learn about basic IATA cargo rules and procedures, how freight forwarders and airline cargo units operate, plus much more. 
This course is mandated for IATA Cargo Agents in accordance with the IATA Cargo Agency Resolutions.

Objectives

• Guide clients on the IATA rules and procedures for air freight shipments 
• Arrange air cargo shipments in accordance with IATA rules and procedures 
• Apply published rates and charges for air cargo shipments 
• Complete air waybills accurately Prepare shipments ready for carriage

Target Audience

• Newcomers to the industry
• Students bachelor & master Logistic Management, Tourism & Leisure Management
• Cargo agent and air freight forwarder sales and marketing staff
• Airline and manufacturer sales, reservations, and acceptance staff
• Junior-level managers at cargo agents, airlines, and manufacturers

Key topics

• Operations at cargo agencies, airlines, and freight forwarders
• Air cargo acceptance basic rating principles
• Air waybill completion
• Industry terminology and abbreviations 
• IATA geography, TACT, and other cargo manuals

Course format

• This is a self-study course, which will take you approximately 160-200 hours to complete depending on your previous knowledge and experience.
• The course materials are provided in printed and e-book format
• You will have 12 months to complete the course and exam (enrollment validity), which starts from the date you purchase the course
• Your performance will be based on an examination.

Exam information

• Online exam with remote supervision (OERS)
• You will be given 3 hours to complete 100 multiple choice questions. Closed course book
• You are only allowed to use your IATA TACT Training Edition (accessible through the online exam resources)
• Passing grade is 60% correct answers; 90% correct answers are needed for a distinction
• You will be given 2 attempts to successfully complete the final exam.

Table of contents

• Industry regulations
• The air cargo agency
• World geography
• Aircraft Handling facilities
• Air cargo acceptance
• Cargo automation
• Air cargo rates and charges 
• The air waybill

Study popular tourism destinations and improve your sales skills to successfully advise your clients on the best travel options. Learn how to customize and construct complex travel itineraries, gain the skills to process ticket exchanges and reissues, and understand how industry regulations affect your travel operations.  

Objectives

Upon completion of this course you will be able to:

• Identify and consult on popular international travel and tourism destinations.
• Advise on modes of transportation, accommodation, and tours. 
• Understand IATA resolutions that apply to accredited travel agencies.
• Construct complex fares and manage changes to electronic tickets. 

Target audience

• Foundation in Travel and Tourism graduates
• Travel agents 
• Reservations and sales personnel  

Exam information

• Exam Method: Online exam with remote supervision 
• Exam Format: Multiple Choice questions. Closed Textbook; Foldout Maps are not permitted 
• Number of questions: 80 
• Time Allowance: 2 hours 
• Passing Grade: 60% 
• Distinction Grade: 85% 
• Number of exam attempts: 2 

Key topics

• Popular tourism destinations 
• Sales techniques  
• Airfare construction and ticket exchanges/ reissuance 
• Travel industry laws and regulations  
• Tour, luxury and group travel options 
• Accommodation (other than hotels) 
• Social media marketing 

Course format

This course requires approximately 150 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam.  

Table of contents

Destination geography 

• Advanced geography in marketing and selling travel
• The world’s continents and human diversity 
• Major national geographical features 
• Effect of climate change on travel 
• Major world tourist destinations 

 Land transport – rail

• Luxury trains; rail passes and itineraries
• Tickets and fares
• Conditions of carriage 

 Land transport – bus and coach

•  Systems, services and quality of road passenger transport
• Travel planning
• Travel in North America, Britain and Europe, New Zealand, and other locations 

 Accommodation other than hotels

•  Understanding today’s traveller
• Niche accommodation products
• Building your information database 

 Water transport – cruises

• History of cruising; major cruise destinations
• Cruise products, categories and duration
• Types of cruise ship and price categories
• The cruise ship as a resort
• Reservations, ticketing, and administrative procedures
• Conditions of carriage 

Tour production, group and luxury travel

• Tour production
• Customization of individual tours
• Tour documents; Tour pricing, presentation, sales
• Group and luxury travel 

Laws and regulations

• Key issues regarding country laws
• Relationship between IATA and the travel agent
• Travel agent associations 

Selling skills

• Adapting to changes in travel sales
• Travel sales process and use of different media
• Recognizing the buying influences in largeaccount sales
• Selling travel insurance 

 Advanced journey pricing and ticketing

• Review of fare selection criteria
• Currency rules and rounding procedures
• OW pricing units and fare component checks
• Add-ons
• Special mileage provisions
• RT/CT/RW fare construction
• Journeys with surface sectors
• Normal fare open jaw construction
• Lowest combination principles 
• Limitations on indirect travel
• Review of taxes, fees and charges
• Mixed class travel; Ticket alterations 

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries. In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

Objectives

Upon completion of this course you will be able to:

• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service

Target audience

• Students and graduates in tourism (bachelor + master) 
• Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
• Cargo reservations and receiving staff
• Public relations and sales support personnel
• Flight attendants

Key topics

• Improved standard of customer service
• Verbal and non-verbal communication skills
• Customer contact techniques
• Cross-cultural awareness
• Managing stress

Course format

This course requires approximately 45 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam. Student performance will be based on an examination.

Exam information

Online exam with remote supervision. You will be given 3 hours to complete 100 multiple-choice questions. Passing grade is 60%; 90% is needed for a distinction. You will be given 2 attempts to successfully complete the final exam.

Table of contents

The airline industry today, the regulatory and business context

• The airline industry
• Economic and social impacts
• Regulatory bodies
• Main industry features of passenger airlines

A better standard of customer service

• Airline industry changes
• Customer service in the age of the customer airline customer service

New trends in customer service

• New trends in customer service channels
• Multichannel customer service
• Customer service points

Customer perception

• Customer service and communication
• The importance of listening in customer service
• Verbal and non-verbal communication

Customer contact techniques

• Meet the customer
• Non face-to-face communication in customer service
• Social media—new ways of reaching out to customers

Social styles and tact

• Know yourself first
• Social styles and customer service
• Cross-cultural awareness in customer service

Dealing with complaints

• Understanding complains
• Managing complains
• Disengagement and aggression

Managing stress and pressure

• Understanding stress and pressure
• Managing irregular working hours

This course will provide you with an overview of the air transportation system that illustrates the interdependence among its components: airlines, airports, civil aviation authorities and air navigation services.

Objectives

Upon completion of this course you will be able to

• Apply your knowledge and skills in the aviation industry and make more effective decisions for your organization
• Become a more valuable employee or potential employee by having a thorough knowledge of the air transport industry, its function and role
• Provide insight into current trends and issues in civil aviation, such as aviation safety and security, law and new technology
• Build or refresh management and leadership skills
• Respond to management challenges effectively

Target audience

• Students and graduates in tourism (bachelor + master) 
• Junior-level managers in all fields of aviation
• Managers entering the aviation industry

Key topics

• Overview of the air transport system
• Aviation law
• Role and function of world aviation organizations
• Role and function of civil aviation authorities (CAAs)
• Role and function of airlines
• Role and function of airports
• Role and function of air navigation service (ANS) providers
• Impact of technology on air transportation
• The future of air transportation

Course format

This course requires approximately 45 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam. Student performance will be based on an examination.

Exam information

Online exam with remote supervision. You will be given 3 hours to complete 100 multiple choice questions (closed text book). Passing grade is 60 correct answers; 90% correct answers are needed for a distinction. You will be given 2 attempts to successfully complete the final exam.

Table of contents

Overview of the Air Transport System:

• System Components and World Aviation Organizations
• Airlines and Airports
• Air Navigation Services and Civil Aviation Authorities

Aviation Law

• International Conventions and the International Civil Aviation Organization (ICAO)
• Annexes to the Chicago Convention
• Aviation Safety and Security
• Freedoms of the Air
• International Air Law: Liability

Role and Function of Civil Aviation Authorities:

• CAA and International Relations
• Civil Aviation Master Planning
• Economic Regulation of Air Transport
• Safety Oversight, System Safety and Accident Investigations

Role and Function of Airlines

• Overview of Airline Systems
• Air Carrier Certification
• Ground Handling, Load Control and Delays
• Airplane Route, Type Selection, Schedules and Planning
• Operations Control

Role and Function of Airports

• The Airport Industry and Ownership Models
• Airport Charges and Airport Master Planning
• Airport Certification
• Facilitation, Security and Noise Management

Role and Functions of Air Navigation Service (ANS) Providers

• Airspace Structure, Air Traffic Services and Airplane Performance
• Navigation Aids and Communications

Navigation Charges, Flow Management and Future Air Navigation Systems (FANS) The Impact of Technology on Air Transportation

• Extended Range Twin Engine Operations (ETOPS) and Ultra Long Range Operations (ULRO)
• Security Systems
• Computer Reservation Systems, Airline Alliances and Code Sharing
• Training and Simulators

The Future of Air Transport

• Economic Regulation and Privatization
• Capacity and Environmental Issues
• New Aircraft Technology, Safety and Security

Today’s travelers are better informed about geography. They expect their travel consultant to have more information and knowledge about travel geography than they do. Continually learning as much as possible about geography to stay current is probably the most important investment for travel professionals. By studying this course you will gain confidence in your ability to sell destinations, answer common questions asked by travel customers and provide valuable advice that customers are willing to pay for.

Objectives

A friendly Avatar guides you through this e-course and helps you learn about:

• A description of 12 basic types of leisure travellers
• Characteristics of human populations on all continents including a model of the “World Village”
• The world’s major mountains, oceans, seas, rivers and other bodies of water that attract visitors
• Distinguishing between the terms “weather” and “climate” and their impact on destinations
• How climate is affected by latitude, altitude, winds and proximity to water
• A review of the 15 top countries visited by international travelers, highlighting practical country information and niche attractions and activities in a downloadable workbook

Target audience

• Students in tourism Leisure and corporate travel agents
• Tour operators and guides
• Event and meeting managers
• Corporate travel managers

Key topics

• Geography and the Travel Sales Process
• Destination Geography and the Leisure Traveler
• The World’s Continents
• Human Population and the “World Village”
• Major Natural Geographical Features
• The Effect of Climate on Travel
• Major World Tourist Destinations and Attractions

Course format

This e-course requires approximately 20 hours of study to be completed in 6 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam. Student performance will be based on an examination.

Exam information

• Non-supervised online-based exam
• Exam can be taken any time at your convenience.
• You will be given 2 hours to complete 60 multiple choice questions
• Passing grade is 70% correct answers.
• You will be given 2 attempts to successfully complete the final exam.

Table of contents

Advanced Geography in Marketing and Selling Travel

• Geography and the travel sales process
• Destination geography and the leisure traveler

The World’s Continents and Human Diversity

• The world’s continents
• Human population and the world village

Major Natural Geographical Features

• The world’s oceans
• Seas, rivers and other bodies of water
• Major world mountains

The Effect of Climate on Travel

• Introduction to climate
• The effects of latitude, altitude, winds and water on climate

Major World Tourist Destinations and Attractions

• The top 40 world destinations by international arrivals
• Selected world-wide tourist destinations