Serving the Travel Customer (self-study)

20-hour e-book course

Gain essential strategies to ensure that the customer’s level of satisfaction will influence a purchase or repurchase decision by ensuring that your front-line contact with the customer is remarkable. In this course you will learn about customer service in the travel industry highlighting its importance in retaining current business while attracting new business. You will also explore fundamental communication skills essential for positive agent-customer interactions, practical ways to stay in touch with travelling customers, and how to win customer loyalty. Learn how to handle difficult or upset customers, how to deal with the reality of stress in the workplace, and coping strategies for travel professionals.

Course code: TTTG-66

Course format

• This is a self-study course, which will take you approximately 20 hours to complete, depending on your previous knowledge and experience.
• You will need an internet connection to access the course online, in interactive e-book format.
• You will have 6 months to complete the course and exam (enrollment validity), which starts from the date you purchase the course.
• Performance will be based on an assessment. Please refer to the Assessment Information below for more details.

Please note: Once you have completed the exam you will no longer have access to the course content, and after the 6-month enrollment validity expires you will no longer have access to the course content, nor will you be able to take the exam.

Recommended level

The recommended level for this course is Entry-level and Intermediate.

Study with the help of an Instructor

If you would prefer to study this course with the help of a local trainer, enrol at an IATA Authorized Training Center near you.

Registration information

• Please refer to our payment methods and applicable taxes.
• When you click to purchase the course, you will be directed to log in to your Training Profile through our Customer Portal.
• Are you purchasing the course for several people at once? Please find out how on our Payment page.

Upon completing this course you will be able to:

• Explain why good customer service is important in the travel industry
• Define customer service as an integral element in the travel professional’s role
• List effective “do’s and don’ts” when serving customers via different communication channels
• State the benefits of developing customer loyalty and strategies for building customer loyalty
• Identify steps and methods for handling upset customers
• Relate job performance to workplace stress and recommend coping strategies for travel professionals

The key topics that are covered during this course include:

• Customer Service in the Travel Industry
• Communicating with Customers
• Customer Service and Technology
• Winning Customer Loyalty
• Handling Difficult Customers
• Coping with Work Stress

This course is recommended for:

• Travel agents
• Airline reservation or ticket agents
• Tour operators
• Call center agents

Upon successful completion of the assessment, you will be granted an Award that you can print for your records.

Exam/Assessment information

Please read the General Information on self-study exams

• Method: Unsupervised online exam The exam/assessment can be taken at any time at your convenience.
• Format: 60 multiple-choice questions
• Time allowance: 2 hours
• Passing grade: 70% correct answers
• Number of assessment attempts: 2

Important note: The assessment should be accessed after you have completed the course module. Once you have started the assessment you can no longer access the course module.