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Syllabus: Travel Services N4

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REPORT 191 PROGRAMMES

SYLLABUS

TRAVEL SERVICES - N4

SUBJECT CODE: 22030134

IMPLEMENTATION: JANUARY 2021


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CONTENTS PAGE

1. General Aims 3

2. Specific Aims 3

3. Pre-requisite 3

4. Duration 3

5. Evaluation 4

6. Learning content 5

7. Mark Allocation 5

8. Module 1: The Travel Industry 8

9. Module 2: Passenger Services 9-11

10. Module 3: Travel Documents 12-13

11. Module 4: Reservations 13-14


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1. Aims

1.1 General aims

To prepare tourism students to understand the dynamics of tourism industry and to be

able to operate within the tourism industry.

To prepare tourism students for the tourism industry who can correctly complete the

necessary documentation and provide in tourists ’travel needs.

1.2. Specific aims

To inculcate in students a thorough knowledge of the terminology and components of the

South African travel industry.

To equip students with the knowledge and skills necessary to render effective passenger

services at the points of entry, departure and arrivals regarding airport facilities, inflight

facilities, baggage requirements, check- in procedures, customs regulations and

passengers in transit.

To train students to advise clients on travel arrangements from correctly prepared client’s

information using different reservation systems like tourism apps, online reservations,

telephone reservations etc. Understanding and mastering of fares calculations and

quotations for all types of transport

To equip students with the necessary knowledge and experience of the different travel

documents that will enable them to furnish clients with correct information and to complete

the various documents correctly.

2. RESOURCES REQUIRED

2.1 Human resource

A lecturer must have a tertiary qualification (or qualification on NQF level 7) in

tourism, preferable with relevant industry experience.

A lecturer should be trained on Development Training Technologies (DTT)

programmes

In cases where Tourism industry experience is non-existent, it is strongly

recommended that the lecturer do some part work in the Tourism industry, e.g.

during college holiday periods, to gain practical work experience.

An assessor and or moderator certificate will be an added advantage.


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Lecturer must have had training in outcomes-based education.

Partnerships should be established with the industry to augment facilitation in

certain specialised areas where the appointed lecturer lacks the necessary

expertise.

The lecturer must be trained to manage the simulator or practicum room

activities

2.2 Other resources

20 - 30 seater bus for educational excursions and projects.

3. Prerequisite

3.1 A student must have passed:

National Senior Certificate (NSC)

NCV Level 4

Any other equivalent

3.2 A pass in English, Geography and Business Studies will be an added advantage.

4. Duration

Full time semester: six months (7 hours per week of which 2 hours should be a practical

exercise/ industry visit/guest lectures, case studies)

This instructional offering may also be offered part time in collaboration with local industry.

5. Evaluation

5.1 Internal evaluation

Evaluation takes place on a continuous basis by means of assignments, tests, portfolio /practical

work situation.

5.1.1 Assessment components

Three assessments will be conducted for this subject:

1 assignment – 20%

1 test – 30%

1 internal examination-50%


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The average of these assessments is calculated to a mark out of 50% for the contribution of the

theoretical components to the semester mark.

5.1.2 Practical component

A student portfolio must be kept for Travel Services N4 practical work.

A guideline for completing the student portfolio is attached as ADDENDUM 2.

The student portfolio can also be used to keep practical exercises such as assignments, role

play grids and other assessed practical activities.

Assessing the portfolio, the following must be considered:

Correctness of the information – 70%

Logical, systematic and neat presentation – 30%

The average of these practical marks is calculated to a mark out of 50% for the contribution of

the practical components to the semester mark.

5.2 Semester mark

Semester mark is calculated as follows:

Theory - 50%

Practical – 50%

For a student to qualify for final external examinations then a semester mark of 40% must be

obtained before the external examination.

5.3 External Examinations

The examination will be conducted externally. The question paper will be set, moderated and

marked externally.

One three hour paper for a total of 200 marks will be written at the end of the semester.

The emphasis will be on the practical application of the learning contents as it is required in the

work situation.


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The following weights are awarded to each category:

Knowledge Application Analysis Synthesis Evaluation

35 -40 30 - 35 10 -20 10 -15 5 – 10

Particulars of the examination paper:

Marks allocated per section :

Section A All Modules Travel Industry, Passenger Services,

Travel Documents, Reservations

40

Section B Module 1 Travel Industry

30

Module 2 Passenger Services

70

Module 3 Travel Document

20

Module 4 Reservations

40

Total marks allocated

200

Estimated analysis of medium and long questions Percentage allocated

Knowledge and concept 20%

Application 35%

Analysis 15%

Synthesis 15%

Evaluation 15%


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Nature of paper External

Type of paper Closed Book

Specific requirements to be described on the question

paper.

Number of papers 1

Language English

Duration of paper 3 hours

Total mark allocation 200 marks

Number of sections 2

Compulsory sections ALL

Required number of questions. 5

Section A: 1 compulsory = 40 marks

Section B: 4 compulsory = 160 marks

Theoretical components:

Theory questions form 40% of the final question paper.

Practical components:

Practical situations will be given which will have to be answered with the aid of the necessary

extracts (addenda)

The total mark allocation of 200 awarded to the examination paper is processed to a mark out of

60.

The demarcation of work and types of questions for each section are as follows:

SECTION A

This section mainly covers the themes about baggage requirements, customs, regulations with

regard to passports, visas, health documents, types of tourists, introduction to entrepreneurship,

and modes of transport.


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The question from this section is composed of groupings of multiple-choice questions, True or

False and Match Column A & B.

Estimated analysis of assessment items for

Section A

Percentage

Conception and Application 40%

Ready Knowledge 60%

Total allocation (40 marks) 100%


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SECTION B

This section mainly covers the following:

Module 1. Learning objectives: 2, 3, 4

Module 2. Learning objectives: 1, 3, 4,

Module 3. Learning objectives 3 & 4

All the questions in this section are compulsory.

Estimated analysis of questions in Section B Marks Percentage

Knowledge 40 25%

Concept 16 10%

Application 64 40%

Analysis, synthesis and evaluation 40 25%

Total [160] 100%

Pass requirements

Semester mark contributes: 40%

Examination mark contributes: 60%

Pass mark (semester mark and examination mark) for Travel Services N4: 60%

General Information

Completion and monitoring of a portfolio is compulsory for travel services N4

Practical application of the content on travel services forms the basis for mastering the

learning content of this instructional offering.

Industry exposure for the lecturers and the students is compulsory (WIL/WBE)

Partnerships with stakeholders e.g. businesses, tourism industry and other relevant

stakeholder must be prioritised in order to master this instructional offering.

Travel services to be offered in a computer lab or in conjunction with a computer subject

offered for tourism students in an institution.


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MODULE WEIGHTS

Module 1 Travel Industry 10

Module 2 Passenger Services 15

Module 3 Travel Documents 15

Module 4 Reservations 60

Module 1: Travel Industry

General aim

To inculcate in students a thorough knowledge of the terminology and components of the

South African travel industry.

Learning Content Learning Objectives/outcomes The student must be able to:

1. Terminology 1.1. Use and interpret terminology,

definitions and codes used in

the travel industry correctly in

practical situations and in written

assignments.

2. Components of the industry 2.1. Distinguish between the following

components of the tourism

industry:

Producers: carriers,

accommodation, man-made

attractions

Support services (public and

private).

2.2. Briefly describe the role of the

following role-players in the travel


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industry:

Principal

Tour operator

Travel agent.

2.3. Name/give examples of principals

and tour operators (wholesalers)

in the travel industry when given

extracts from the GSA.

2.4. Explain the function of a travel

consultant.

3. Governing tourism body and other organisations

3.1. Briefly describe the role of the

governing tourism body by stating

its mission and objectives for the

current year.

3.2. Name the most important tourism

organisations in South Africa and

state that sector of the industry

each organisation represents.


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Module 2: Passenger Services

General aim

To equip students with the knowledge and skills necessary to render effective passenger

services at the points of entry, departure and arrivals regarding airport facilities, inflight

facilities, baggage requirements, check- in procedures, customs regulations and passengers in

transit.

Learning Content Learning Objectives/outcomes The student must be able to:

1. Airport facilities 1.1. State facilities available to

passengers and distinguish

between:

International and domestic

departures

Business and economy class

passengers

Passengers who need special

care-invalids/wheelchair

passengers (three categories),

blind and deaf passengers.

Current facilities need to

incorporated, for example,

o Automated Teller Machines

o Christian chapel

o Mobile rentals

o Muslim prayer room

1.2. Identify airport facilities from

pictograms/illustrations.

1.3. State facilities that can be pre-

booked.

2. In-flight facilities 2.1. List ALL in-flight facilities. Addition

of the current facilities such as On

board Wi-Fi and USB charging


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points

2.2. Distinguish between facilities that

can or cannot be pre-booked

when given a list of facilities

available on board an aircraft.

3. Baggage requirements 3.1. Define the following terms by

using IATA definitions and the

correct terminology:

Baggage

Checked baggage

Unchecked baggage or carry-

on items

Free baggage allowance.

3.2. Distinguish between the Weight

and the Piece concepts in respect

of areas where applicable,

including exceptions when given

a map of the world demarcating

routes.

3.3. State the free baggage

allowance, Weight concept, as

per fares within Africa of the

current year for:

International travel: first,

business and economy class

for adults, children paying a

percentage of the adult fare

and infants paying a

percentage of adult fare;

Domestic travel: business and

economy class;


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Items which may be conveyed

as baggage (exceptions to

normal baggage) for adults,

children and infants as

specified above;

Carry-on items;

Items which may NOT be

included in checked baggage:

and

Dangerous goods.

3.4. State the free baggage

allowance, Piece Concept, with

regard to:

Restrictions on number of

pieces, weight, dimensions for

F, J & Y Classes;

Children and infants paying a

percentage of the fare;

Special articles.

3.5. State the rules for baggage

shipped as cargo

(unaccompanied baggage).

3.6. Choose the correct items, weight,

size and number of pieces of

baggage allowed as:

Carry-on baggage

Checked baggage and

Items carried as cargo only

When given specific conditions.

3.7. Explain the rules pertaining to


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pooling of baggage.

4. Customs regulations 4.1. Explain the procedure for

departing passengers with

regard to:

Boarding international flights;

Boarding cruise liners; and

Registration of valuables

When referring to specific

numbers and/or letters of

specific forms needed.

4.2. Describe the procedures for the

following types of passengers

arriving on international flights:

Foreigners

South Africans

While referring to control points.

4.3. State the regulations regarding:

Duty-free allowances;

Flat rates assessments;

Moving through the green

channel;

Currency control; and

Items requiring permits

When referring to amounts, forms

to be completed and conditions

where applicable.

4.4. Explain the procedures for

reclaiming VAT prior to departure

from R.S.A.

5. Transiting passengers 5.1. Explain the concept of and state

the basic conditions applicable to

transiting passengers.


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5.2. Explain the importance of

understanding passengers with

different disabilities.


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Module 3: Travel Documents

General aim

To equip students with the necessary knowledge and experience of the different travel

documents that will enable them to furnish clients with correct information and to complete the

various documents correctly.

Learning Content Learning Objectives/objective The student must be able to:

1. Passports 1.1. Define passports as defined by

IATA.

1.2. Select documents that could be

used in lieu of a passport from a

given list of documents.

1.3. State conditions for issuing joint

passports with reference to South

African passport.

1.4. Explain how and where to obtain

passports.

1.5. State the validity of South African

passports.

2. Visas 2.1. Define visas and transit visas as

defined by IATA.

2.2. Read and interpret visa

requirements and validity and

state where to obtain visas for

foreign countries, using the

following manuals.


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Other sources: e.g.: GSA

3. Permits 3.1. Read and interpret regulations

published in GSA.

3.2. Advise prospective tourists in

simulated situations on permits

required for specific items when

entering foreign countries.

4. Health documents 4.1. Name the organisation

responsible for standardization of

International Health Certificates

(World Health Organisation-

WHO).

4.2. State the requirements in respect

of:

International health

certificates;

Certificates of vaccination;

and

Validity of certificates of

vaccination.

4.3. Read and interpret information

regarding countries requiring

vaccinations when given extracts

from any source of information.

4.4. Apply the regulations regarding

the validity of vaccinations in

simulated situations.

5. Documentation 5.1. Identify forms to be used for

passports, visas and permits,


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referring to numbers and/or

letters printed at the top left/right

corner on the front pages of

forms in case studies/situations.

5.2. Complete the application forms

pertaining to passports and visas

as required by various countries.

5.3. Identify errors on completed

forms.


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Module 4: Reservations

General aim

To train students to advise clients on travel arrangements from correctly prepared client’s

information using different reservation systems like tourism apps, online reservations, telephone

reservations etc. Understanding and mastering of fares calculations and quotations for all types

of transport

Content Learning Objectives The student must be able to:

1. IATA city/airport/airline code 1.1. Code and decode

cities/airports/airlines.

2. Travel Manuals

2.1. Code/decode ANY

city/airport/airline/aircraft using

Current technology is

recommended

2.2. Read and interpret ALL the

information published in:

GSA

Domestic and international

flight timetables; e,g Flight

Schedule screens

National Accommodation

Association South Africa.

2.3. Make recommendations

regarding transport,

accommodation and tours with

the aid of travel manual when

given a client profile/case study.

3. Minimum Connecting Time 3.1. State the meaning of the

following terms, with regard to


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MCT:

On-line;

Interline;

Dom-Dom;

Dom-int or Int-Dom; and

Int-Int

3.2. Use the terms stated in 3.1 to

determine MCT at airports, using

the OAG when given the:

Origin;

Final destination;

Airport/city where the

passenger is transferring to

another flight; and

Flights of the passenger.

4. Fare Quotations 4.1. Calculate and quote fares for the

following:

Domestic flights and journeys

Regional flights and journeys

4.2. Recommend a fare and/or

booking class to suit the needs of

the client when given a fares

table, the rules and a client

profile.

5. General rules on reservations 5.1. State the IATA recommendations

in the Code of Reservations

Ethics regarding:

Booking space

Cancelling space; and

Responsibility of travel agents

5.2. Briefly state rules 1-8 of IATA


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Resolutions 830 (Reservations

procedures) in his/her own

words, using correct terminology.

5.3. Apply the rules and

recommendations in a simulated

and a work situation during

practical experience.

6. How to make a reservation 6.1. Make a telephone reservation

during the period of practical

experience and in a role-play

situation.

6.2. Give a written account of a

telephone reservation, using the

IATA format when given the

reservation data.

7. Documentation 7.1. Select transport and

accommodation and complete a

client file, entering all reservation

details (100% accuracy required)

when given a case study and

extracts from manuals.

7.2. Complete the following

documents:

Hotel voucher (domestic

booking)

Booking Files


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ADDENDUM 2

GUIDELINES FOR THE COMPILATION OF THE STUDENT PORTFOLIO:

N4 TRAVEL SERVICES

1. Divide portfolio according to the modules in the Syllabus:

The travel industry

Passenger Services-point of entry/departure

Travel Documents

Reservations

[Please note: the portfolio should be indexed properly]

2. Each section should contain the following:

A copy of the Learning Objectives for the module.

Notes (typed and provided by the lecturer) pertaining to the module UNLESS

each student is in possession of a Study Guide/Book recommended for

Travel Services N4

Forms, Timetables, Tariff/Fares Tables, copies of correctly completed

documents and vouchers:

Module 1: None

Module 2: Forms DA65

Departure Form

Arrival Forms

Module 3: Passport Application Form (any country)

Visa Application Form (Any country)

Copy of a South African Passport

Copy of page (Passport) containing visa stamp(s)

Module 4: Airline Timetables

Airline Fares Tables and Fares Rules (domestic fares)

Coach timetables

Copies of pages from Accommodation Guides (national).

NOTES:

Bus Tickets: Please note that Greyhound uses the IATA Air

Ticket-IATA regulations apply. Other bus tickets (e.g.

Translux) may be included to enhance the learning

experience.

Accommodation and Tour Vouchers. It is recommended that

various vouchers from different travel agencies are included


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to familiarise learners with various formats.

Clients Files (Booking Card) - collect different formats from

various travel agents.

Please note: The ‘questions’ as well as the student’s work should be filed in the

portfolio.

ALL work done by students must be dated properly.

Module 1: Practical exercises reflecting the learner’s ability to identify of role-

players in the industry.

Module 2: Multiple choice questions, matching items in columns, identification

of pictograms, even illustrations of procedures (e.g. check in

procedure).

Module 3: Case studies to demonstrate ability to interpret passports and visa

information in the GSA and entry requirements in the TM correctly.

Module 4: Case studies to demonstrate the learner’s ability to:

Assess the client’s needs

Interpret timetables

Calculate fares and tariffs

Recommend appropriate services to match the client’s needs

Record reservations (client File/Booking Card)

Correctly complete documents and vouchers

Tests (question papers as well as student scripts). A graph showing test results

could also be completed by the student and filed in this section.