SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Book and issue Documentation for Point-to- Point Air Travel

SAQA US ID	UNIT STANDARD TITLE
7939	Book and issue Documentation for Point-to- Point Air Travel
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 6	Level TBA: Pre-2009 was L6	10
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2009-11-03	2011-07-31	SAQA 0160/05
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2012-07-31		2015-07-31

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

Each person issuing air travel documents should meet the IATA regulations and be professional, accurate and efficient. The customers needs are taken into account in supplying the best possible service. The attitude, positive body language and good communication of the consultant contribute to customer satisfaction.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

None

UNIT STANDARD OUTCOME HEADER

Demonstrated knowledge and understanding:

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrated knowledge and understanding:

OUTCOME NOTES

1. Describe general rules, restrictions and cancellation clauses of air tickets.

2. State the reasons for entering specific information on the air ticket. (Range of specific information: customer name, Identity number, flight number, flight times).

3. Explain codesharing between airlines and describe an example of it.

4. Explain the consequences of supplying the customer with inaccurate information/ documentation.

5. Explain details of the Frequent Flyer scheme.

6. Describe the facilities available on board any standard aircraft.

7. Explain the uses of CCCF's.

8. Describe the legal implications when tickets are lost, mutilated, altered or used by a person other than the passenger named on the ticket.

9. Explain the reasons why tickets may not be altered or transferred once issued.

10. Explain the use of revalidation stickers.

11. Describe air travel confidentiality issues and explain the reason confidentiality is important.

12. Describe company procedures for storage of ticket stock and explain the importance of security regarding the ticket stock.

13. Describe the process involving Q's and explain the reasons for using Q's.

14. Explain the company procedures for the presentation of travel documents and explain reasons for the presentation.

1.5. Explain the importance of refund notices and refund applications

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated knowledge and understanding:

ASSESSMENT CRITERION NOTES

1. Describe general rules, restrictions and cancellation clauses of air tickets

.2 State the reasons for entering specific information on the air ticket. (Range of specific information: customer name, Identity number, flight number, flight times).

3. Explain codesharing between airlines and describe an example of it.

4. Explain the consequences of supplying the customer with inaccurate information/ documentation.

5. Explain details of the Frequent Flyer scheme.

6. Describe the facilities available on board any standard aircraft.

7. Explain the uses of CCCF's.

8.Describe the legal implications when tickets are lost, mutilated, altered or used by a person other than the passenger named on the ticket.

9. Explain the reasons why tickets may not be altered or transferred once issued.

10. Explain the use of revalidation stickers.

11. Describe air travel confidentiality issues and explain the reason confidentiality is important.

12. Describe company procedures for storage of ticket stock and explain the importance of security regarding the ticket stock.

13. Describe the process involving Q's and explain the reasons for using Q's.

14. Explain the company procedures for the presentation of travel documents and explain reasons for the presentation.

15.= Explain the importance of refund notices and refund applications

SPECIFIC OUTCOME 2

Demonstrated ability to make decisions about practice and to act accordingly:

OUTCOME NOTES

16. Provide Information on air travel products and services to the customer in accordance with their identified needs.

17. Enter details regarding Frequent Flyer schemes on the booking sheet. (Range of information: Frequent Flyer number, seating preferences)

18. Demonstrate the upping, loading and aligning of the ticket printer.

19. Make the bookings based on customer needs. (Range of customer needs: prepaid tariff amounts, frequent flyer entries and special requests)

.20. Process payments for tickets and issue documentation. (Range of payment: cash, cheque, MPDs & CCCFs).

21. Issue tickets using the correct paper; tear out specified copy and stick coupons inside ticket according to company policy. (Range of coupons: agent, audit, flight, void and passenger coupons).

22. Enter ticket information on a booking card and file according to IATA and company policy.

23. Offer alternatives if the customer's request cannot be met and explain reasons for offering particular alternatives.

24. Given a situation where the CRS is not available, decide whether to move over to a manual system or wait until the system is restored and explain why.

25. Issue tickets manually, including the filing of coupons and reporting

.26. Given a conflict situation, decide whether to deal with the situation directly or to contact someone else in the organisation and explain why.

27. In the event of a ticket printer jam, decide whether to void a ticket and to re-sequence the printer, and explain why.

28. Given specific changes in a customer's flight requirements, make the necessary adjustments.

29. Given a particular flight, use the CRS system to establish the aircraft type and seating configuration

. 30. Given changes in prices or flight details from airlines, decide what adjustments are necessary and what other steps to be taken.

31. Given a cancellation by the customer, process a refund notice and refund application.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated ability to make decisions about practice and to act accordingly:

ASSESSMENT CRITERION NOTES

16. Provide Information on air travel products and services to the customer in accordance with their identified needs.

17. Enter details regarding Frequent Flyer schemes on the booking sheet. (Range of information: Frequent Flyer number, seating preferences)

18. Demonstrate the upping, loading and aligning of the ticket printer.

19. Make the bookings based on customer needs. (Range of customer needs: prepaid tariff amounts, frequent flyer entries and special requests).

20. Process payments for tickets and issue documentation. (Range of payment: cash, cheque, MPDs & CCCFs).

21. Issue tickets using the correct paper; tear out specified copy and stick coupons inside ticket according to company policy. (Range of coupons: agent, audit, flight, void and passenger coupons).

22. Enter ticket information on a booking card and file according to IATA and company policy.

23. Offer alternatives if the customer's request cannot be met and explain reasons for offering particular alternatives.

24. Given a situation where the CRS is not available, decide whether to move over to a manual system or wait until the system is restored and explain why.

25. Issue tickets manually, including the filing of coupons and reporting.

26. Given a conflict situation, decide whether to deal with the situation directly or to contact someone else in the organisation and explain why

.27. In the event of a ticket printer jam, decide whether to void a ticket and to re-sequence the printer, and explain why.

28. Given specific changes in a customer's flight requirements, make the necessary adjustments.

29. Given a particular flight, use the CRS system to establish the aircraft type and seating configuration.

30. Given changes in prices or flight details from airlines, decide what adjustments are necessary and what other steps to be taken.

31. Given a cancellation by the customer, process a refund notice and refund application.Demonstrate

SPECIFIC OUTCOME 3

Demonstrated ability to learn from our actions and to adapt performance :

OUTCOME NOTES

32. Describe the way air bookings and documentation in a retail travel agency differs from a wholesale tour operator.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated ability to learn from our actions and to adapt performance :

ASSESSMENT CRITERION NOTES

32. Describe the way air bookings and documentation in a retail travel agency differs from a wholesale tour operator.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA.

Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category. This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts. Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split.

UNIT STANDARD ASSESSOR CRITERIA

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.? There are no restrictions on where this unit standard may be assessed

2. Evaluate the learner's ability to meet the outcomes.?

This unit can be assessed by using observation, case studies, written tests or discussion with the candidate.?

It is recommended that this unit standard be assessed in conjunction with other unit standards.

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

5. Counsel the learner on future assessments, necessary learning and further qualifications.

UNIT STANDARD NOTES

1. Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

2. Range statements are included with specific outcomes as necessary.

3. The following critical cross-field outcomes are covered in this unit standard under the specific outcomes section.

They are not assessed directly, but are assessed holistically through the outcomes as indicated.?

Identify and solve problems?

Demonstrate an understanding of the world as a set of related systems

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	61597	National Certificate: General Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	14122	National Diploma: Retail Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA
Core	14118	National Diploma: Wholesale Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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