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Elements and Performance Criteria

1. Advise on fares
2. Transport provider information is correctly interpreted to provide accurate information on fare details and conditions
3. Customers are clearly advised on features of the fares most appropriate to their needs
4. Accurate fare quotations are provided to customers in accordance with workplace policy and guidelines
5. Construct fares and itineraries
6. Fares are accurately constructed using standard industry techniques, providing the best fare and maximum travel benefits for the customer
7. Appropriate travel schedules are used to create the optimum itinerary for customers
8. Issue documents
9. Documents are correctly issued and all details are accurately recorded in accordance with workplace and regulatory requirements
10. Coupons/tickets are processed in accordance with workplace and industry guidelines
11. Refunds are processed where required in accordance with workplace and industry guidelines

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria on at least one occasion and include:

adapting to differences in equipment in accordance with operating procedures applying relevant tourist industry regulatory requirements and workplace procedures carrying out relevant research and analysis carrying out sales and refund procedures communicating and negotiating effectively with others completing relevant documentation, including preparing travel documentation constructing fares in accordance with workplace procedures designing and constructing itineraries interpreting and following operational instructions and prioritising work modifying activities depending on operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule processing coupons in accordance with workplace procedures reading and interpreting relevant instructions, procedures and information reporting and/or rectifying identified problems promptly, in accordance with tourist industry regulatory requirements and workplace procedures working systematically with attention to detail.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements, performance criteria and include knowledge of:

air, coach, ferry, tram and rail fare structures and schedules applicable insurance and public liability communication and negotiation requirements when advising on and constructing fares for customers documentation and record requirements Australian travel industry standards problems that may occur when advising on and constructing fares for customers, and appropriate action that can be taken to resolve these problems procedures for developing fare quotations relevant consumer law and trade practice requirements relevant work health and safety (WHS)/occupational health and safety (OHS) procedures and guidelines transport provider information and capability workplace procedures and policies for advising on and constructing fares for customers workplace travel products and services.

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