Customer Service and Travel Counselling
This domain tests how a consultant identifies needs, communicates accurately, handles accessibility and complaints, and protects client information. The exam favours practical judgement: what you promise, what you confirm, and what you record.
Needs assessment and communication
Use open questions to establish purpose, budget, dates, flexibility, mobility needs and documents. Summarise the client’s instructions back to them and record key requests in the PNR. Give advice on passports, visas and health rules by checking official sources, while making clear that entry requirements remain the traveller’s responsibility.
Accessibility and service recovery
For reduced mobility, request the correct SSR (for example, WCHS for a passenger who cannot manage stairs but can walk short distances), confirm with the operating airline, check the connection against MCT and note assistance at both airports. If something goes wrong, acknowledge the issue, explain what you can control, offer realistic options and document the conversation.
Worked example
A client using a wheelchair has a 55-minute connection where the MCT is 50 minutes. Reasoning: the connection is legal but tight. The consultant should request assistance, confirm it with the operating carrier, check whether the airport can meet the connection and offer a longer connection if possible. Saying “the airport will provide a wheelchair” without an SSR and confirmation is unsafe.
Data protection and traps
Do not share booking details on social media or with third parties without authority. Do not give definitive visa advice, promise compensation you cannot authorise, or fail to record client instructions. Avoid overpromising on refunds, upgrades or special assistance.
Key points
- Identify needs with open questions and confirm instructions in writing.
- Visa and entry advice must come from official sources.
- Request and confirm assistance with the operating airline.
- Check tight connections against MCT and realistic assistance time.
- Protect client data and document commitments.