Session on Travel Agency, E- Ticketing and Tour Operations Management for Bangladesh Tourism Board.

1. SESSION ON
TRAVEL AGENCY, E-TICKETING AND
TOUR OPERATIONS MANAGEMENT

2. SPEAKER PROFILE
MD. SHAIFULLAR RABBI
Professional Experiences
Coordinator & Lecturer- Department of
Tourism and Hospitality Management , Daffodil
Institute of IT(NU)
Resource Person – BangladeshTourism Board
Assessor- Bangladesh Technical Education
Board
Former Coordinator & Lecturer- DBA, IBAIS
University
Resource Person- Sheikh Hasina National
Institute ofYouth Development
Resource Person – HB AviationTraining Center
Resource Person - ATAB Tourism Training
Institute
Former Manager sales- Mamun Air Service
(IATATravel Agency)
Founder & Chairman-Travel Memoria
Educational Qualifications
BBA & MBA -Major in Tourism &
Hospitality Management, Faculty of
Business, University of Dhaka.
Certified NTVQF Level -4 (Ticketing
And Reservation, SPTC-BTEB)
Diploma Course in Travel Agency &
Tour Operation Management
,BHMTTI
Certified NTVQF Level 2 (Ticketing
& Reservation, BTEB)
Certified NTVQF Level 1 (Tour
Guiding, BTSC-BTEB)

3. KN
OW
LEDGEREQU
IREMEN
TSFORTRAVELAN
DTOU
ROPERATION
S
 TravelA
gency,Form
ation, FunctionsandJobR
oles
TourOperator,Form
ation, FunctionsandJobR
oles
C
urrentM
arketTrends
K
now
ledgeaboutTravelandTourismW
orld
D
ifferentForm
sofTourismandTourOperations
TravelandTourismC
om
ponents
PackageTourD
evelopm
ent
SkillsinD
ealingw
ithC
lients
G
D
SOperations
TravelR
equirem
ents
VisaProcessing
TravelandTourB
usinessm
arketingandPolicy
TravelTransportationSystem
TravelandTourD
istributionSystem
TourismdestinationA
nalysis

4. TRAVEL AGENCY
Travel Agency is a firm who makes
link between tourism suppliers and
clients .

5. TYPES OF TRAVEL AGENCY (OVERALL)
RetailTravel Agency
A retail travel agency sells tourists
products directly to the public on
the behalf of the products suppliers
and in return get commissions.
Some package tour is sold in two
ways i.e., on a commission basis and
mark up the price.
WholesaleTravel Agency
Wholesale Travel agencies are
specialized in organizing package
tours, which are marketed to the
customers/tourists through the
network of a retail travel agency or
directly to the prospective clients.

6. Types ofTravel Agency on the basis of Functions in Bangladesh
IATA Travel
Agency/GSA
Tour
Packaging
Agency
Students
Overseas
Agency
Travel
Consultant
Agency
Hajj / Omra
Agency
Recruiting
Agency

7. FEATURES AND IMPORTANCE OF THE TRAVEL AGENCY
Travel agency plays an important role in travel sector business. Some most
important features and importance of the travel agency business are
following as:-
1.An important link between the clients and principal suppliers
2. Image-Builder
3. Ensures rapid travel services
4. Provider of authentic and reliable travel information.
5. Establishes a good relationship with clients and vendors.

8. FUNCTIONS AND SERVICES OF TRAVEL AGENCY
Travel Information
Itinerary Preparation
AirlineTicketing
Tour Packaging and Costing
Currency Services
Events support
Visa Processing support
Reservations & Bills
Consultancy Services
International and domestic travel
packages
Hotel and resort reservations
Corporate and group tour
Customized travel itineraries
Travel insurance
Travel documents advice for visas
Transportation services
Travel consultation

9. TRAVEL AGENCY LINKAGES AND INTEGRATION

10. ONLINE TRAVEL AGENTS
Increasing numbers of FITs are turning to online travel agents
(OTAs), companies that aggregate accommodations and
transportation options and allow users to choose one or many
components of their trip based on price or other incentives.
Examples of OTAs include Booking.com, Expedia.ca, Hotwire.com,
and Kayak.com. OTAs are gaining popularity with the travelling
public; in 2012, they reported online sales of almost $100 billion
(Carey, Kang, & Zea, 2012) and almost triple that figure, upward of
$278 billion, in 2013 (The Economist, 2014).

12. TOUR OPERATOR
Tour operators work closely with hotels, transportation
providers, and attractions in order to purchase large
volumes of each component and package these at a better
rate than the traveler could if purchasing individually. Tour
operators generally sell to the leisure market.

13. TYPES OF TOUR OPERATORS
1. Inbound tour operators: bring travelers into a country as a
group or through individual tour packages (e.g., a package from
China to visit Canada).
2. Outbound tour operators: work within a country to take
travelers to other countries (e.g., a package from Canada to
the United Kingdom).
3. Domestic tour operators: are those that put together
inclusive tour packages and sell them to domestic travelers.
4. Ground Operators: These are commonly known as handling
agencies and their main function is to organize tour
arrangements for incoming tourists on the behalf of overseas
operators.
5. Receptive tour operators : are not travel agents, and they do
not operate the tours. They represent the various products of
tourism suppliers to tour operators in other markets in a
business-to-business (B2B) relationship

14. Making
Tour
Package
Itinerary
Preparation
Tour
Planning
Arranging
Tour
Functions of
Tour
Operators
Reservation
Promotion
Travel Management
Evaluate the Best Options
Travel
Information

15. TYPES OF TOUR OPERATIONS
Domestic tours- involve residents of the given country traveling only within their
own country. Tours offered in this country could be national parks tours, Mississippi
river boat cruises, Seasonal tours.
Outbound Tours- take residents from one country to travel in another country. These
tours take travelers all over the world and to every continent.
Inbound Tours- involve non-residents traveling in another country. Companies that
provide local assistance for tours arriving in their country or town are called Inbound
or ReceptiveTour Operators.

16. Different Form ofTours
Archaeological/
Historical/
Cultural Tour
Excursion Tour/
Field Trip
Adventure
Tours
Educational Tour MedicalTour Recreational Tour
Religious Tour Volunteering Tour Nature Tour

17. THE DIFFERENT TYPES OF TOURIST DESTINATIONS
Water sports & scuba diving destinations
Adventure & hiking
Ecotourism
Cultural-for museums, local traditions
Culinary-where local food is the dominant criteria
Religious destinations
Shopping destinations
Natural attractions
Ecotourism
Agro tourism
Religious based attraction
Special interest places
Sports festival
Historical attractions
Island based Destination
Beach Based Destination
Dark Based Destination

18. TRAVEL SALES DISTRIBUTION SYSTEM
The link between tourism
suppliers and the
customers is known as
the distribution system.
The purposes of the
system of distribution are
twofold: to give potential
travelers the information
they need to make a
vacation choice, and to
allow them to make the
necessary reservations
once they have decided
on their choice.

19. TASKS AND RESPONSIBILITIES OF
A TOUR OPERATOR AND TRAVEL AGENCY
Designing and developing a tour
Determining an itinerary, arranging for tour escorts
Assisting the overseas tour operating Partner Company
Making travel and accommodation reservations
Offering face to face and telephone advice to customers
Quoting holidays and converting these to bookings
Offering excellent customer service
Dealing with complaints in a calm and diplomatic manner
Keeping product and brand knowledge up to date
Working to sales targets

20. SKILLS AND QUALITIES OF
TRAVEL AGENCY AND TOUR OPERATOR PERSONNEL
Passionate in strong domestic and international travel knowledge
Excellent command of both written and spoken English
Ability to multitask and quickly interpret complex information
Ability to build strong relationships with clients
Skills to persuade customers and influence their decisions
High levels of motivation, working both independently and team
Smart appearance
Proficient internet research skills for customer information.
Ability to work in a target-based environment

22. Destination Research
A Study of DMO Visitor Guides: User Profiles & Usage & Economic Impact
(note: an updated version of this study is now ongoing—let us know if you
would like to participate). The Impact of DMO Websites: User Profiles,
Conversion & Economic Impact Study

23. W
AYSTORESEARCHATRAVELDESTIN
ATION
oWiki travel Articles
oRead Posts byTravel Bloggers
oEmailTravel Bloggers
oWatchVideos onYouTube
oTrip Advisor
oRead Local News Sources
oThe Staff ofYour Hotel
oRead Guide Books
oWatch Documentaries
oLook up Hash tags
oTalk about it to People
oRead Magazines
oAsk Someone You Know Who
Has BeenThere

24. ITIN
ERARY
A detailed plan for
a journey,
especially a list of
places to visit; plan
of travel.
A line of travel;
route.
An account of a
journey; record of
travel.
A book describing
a route or routes of
travel with
information helpful
to travelers;
guidebook for
travelers.

25. TYPESOFITIN
ERARIES
oTravel Itineraries
oAirTravel Itineraries
oHotel Itineraries
oTour Package Itineraries
oDestination Itineraries

26. PLANNING A TOUR ITINERARY
STEP 1: Research other tours in the marketplace
STEP 2: Name your tour
STEP 3: Map out the duration, frequency and
departure details
STEP 4: List the major locations and tour highlights
STEP 5: Research tour content and draft
commentary
STEP 6: List any 3rd party activities, attractions,
entrance fees and inclusions
Step 7: Organize suppliers for meals
STEP 8: Organize accommodation approvals (if
required)
Step 9: Perfect your timing
Step 10:Test drive your itinerary

27. ITINERARY PREPARATION

29. COSTCALCU
LATION
Components (SylhetTour)
4nights 3days
Cost
Transportation …………….
Accommodation …………...
Food and Beverage …………….
Entertainment tickets ……………
Guide Fee
Miscellaneous cost
……………
…………...
Operating Cost
Mark up Price (Per Pax)
…………….
……………..

30. TIPS FOR PLANNING THE PERFECT
TRAVEL ITINERARY
Be Realistic
Consider Efficiency vs. Budget
Think Logically
Be Flexible
Ask an Expert

31. HOW TO PLAN YOUR OWN TRAVEL ITINERARY: A
STEP BY STEP GUIDE
decide what the length of your
trip should be
establish a budget
 choose a destination
documentation and
vaccinations
create a schematic outline of
your trip
 find hotels for ever city or area
you are planning to stay in
determine how you will travel
from one place to the next
book your flights
book your hotel(s)
consider booking local
transportation and activities
 think about connectivity in
your chosen destination
 consider getting travel
insurance
 create a packing list
determine how to get to your
departure airport
tackle last minute logistics
enjoy the trip and remain
flexible

32. HOW TO PLAN A GROUP TRIP
Have a leader
Agree on a budget.
Book flights or travel first.
Consider alternative accommodation.
Have a place to organize plans and take payments.
Pre-plan some activities.
Split up.

33. HOW TO PLAN A GROUP TRIP ABROAD
Decide who's going, how far and when
Designate one person or a small team of people
as the ringleader
Decide on a price range
Choose a location
Research the area
Book your trip
Gauge the activity level of your group
Create an itinerary for your group
Go

34. E-TICKETING
An electronic ticket, often
called e-ticket, is the digital
ticket equivalent of a paper
ticket. The term is most
commonly associated with
airline issued tickets.
Electronic ticketing for urban
or rail public transport is
usually referred to as travel
card or transit pass. It is also
used in ticketing in the
entertainment industry.
An electronic ticket system is
a more efficient method of
ticket entry, processing and
marketing for companies in
the airline, railways and other
transport and entertainment
industries.

35. GLOBAL DISTRIBUTION SYSTEM
GDS stands for Global
Distribution
System (GDS) is a
global computerized
reservation system
used as a single point
of access for booking
airline seats, hotels, car
rentals, and other
travel related services
by travel agents, travel
booking sites. It covers
everything from airline
tickets, car rentals,
hotel booking and
vacation packages.

36. COMPUTER RESERVATION SYSTEMS
Computer reservation systems,
or central reservation systems (CRS),
are computerized systems used to
store and retrieve information and
conduct transactions related to air
travel, hotels, car rental, or other
activities. Originally designed and
operated by airlines, CRSs were later
extended for use by travel
agencies. global distribution
systems (GDS) to book and sell tickets
for multiple airlines. Most airlines
have outsourced their CRSs to GDS
companies, which also enable
consumer access
through Internet gateways. Modern
GDSs typically also allow users to book
hotel rooms, rental cars, airline tickets
as well as other activities and tours.
They also provide access to railway
reservations and bus reservations in
some markets, although these are not
always integrated with the main
system.

37. TRAVEL DOCUMENT
A travel document is
an identity document
issued by a government or
international treaty
organization to facilitate
the movement of
individuals or small groups
of people
across international
boundaries, following
international
agreements. Travel docum
ents usually assure other
governments that the
bearer may return to the
issuing country, and are
often issued in booklet
form to allow other
governments to
place visas as well as entry
and exit stamps into them.
Passport
Other documents as
travel documents
National identity card

38. PASSPORT
In general,
a passport is a
travel document
that also serves as
proof
of nationality from
the issuing country.
Although generally
accepted by the
majority of
countries in the
world, some issuing
countries expressly
exclude the
validity of
passports from
nations that are
not recognized by
their governments.

39. BANGLADESHI PASSPORT
The passport
of Bangladesh is
an ICAO compliant,
machine readable and
biometric e-
passport issued for
the purpose of travel
to foreign countries
by the passport
holder. Bangladesh is
the first country in
South Asia to issue e-
passports for all
eligible citizens. The
passport booklet is
manufactured,
printed and issued by
the Department of
Immigration and
Passports of
the Ministry of Home
Affairs.

40. TYPES OF PASSPORTS
The Government of Bangladesh issues Diplomatic, Official and
Regular or Ordinary passports.
Ordinary passport (সাধারণ পাসেপাট
র্ , green cover) is issued to
ordinary regular citizens of Bangladesh for international travel,
such as for vacation, study, business trips, etc.
Official passport (সরকারী পাসেপাট
র্ , blue cover) is issued to
Bangladesh government employees, government officials and
individuals representing the Bangladeshi government on official
business.
Diplomatic passport (কূটৈনিতক পাসেপাট
র্ , red cover) is issued to
Bangladeshi diplomats, top ranking government officials and
diplomatic couriers.
Special passport (ে�শাল পাসেপাট
র্ , Maroon cover), also known as
Bangladesh-India Special passport, was issued to Bangladeshi
citizens, which was valid for travelling to India only. This
passport issuance had stopped in 2013.

41. OTHER DOCUMENTS AS TRAVEL DOCUMENTS
Several other groups of
documents issued for a different
purpose officially serve as travel
documents, generally for a
limited set of countries. Such
documents (when allowing full
border crossing -exiting one
country, and entering another-
only) are discussed below:
National identity card: Identity
cards are generally issued as a
means of identification within a
country, but in some cases they
may also be used as a travel
document.
Driver's license : Driver's
licenses are generally not
considered travel documents,
since they bear no information
on nationality and conditions
which would lead to refusal of a
travel document have generally
not been tested.

42. ‘9’ TRAVEL DOCUMENTS YOU NEED
TO CARRY WHILE FLYING ABROAD!
Documents play a very major role in air travel and you just
don’t want to miss a flight because you forget to carry one.
So do get aware of important travel documents you need
to take with you before leaving home. Some of them are:
oTHE PASSPORT:
oTHEVISA:
oTHETICKETS:
oTHE ID PROOFTHETRAVEL INSURANCE PAPERS
oPROOF OF ACCOMMODATION:
oFOREX CARD:
oSCHOOL IDENTIFICATION CARDS IN CASE OF KIDS
oVALID BIRTH CERTIFICATES IN CASE OF INFANTS

43. VISA
Citizens of most
countries
require valid visa to
enter Bangladesh. The
Embassy determines
the type and category of
visa and duration of stay
upon receiving an
application. The types
and categories differ
according to the purpose
of visit, length of stay and
bilateral arrangement
with the country of the
foreign national.

44. TYPE AND CATEGORY OF VISA
Tourist visa
Business visa
Student visa
Employment visa
Diplomatic/
Official visa
Investor visa
Journalist visa
NGO visa

45. TRAVEL INSURANCE
Travel Insurance or more commonly known in the
industry as Overseas Medical Claim Insurance,
provides coverage for Bangladeshi nationals visiting
abroad; for multiple purposes including business,
holiday, tours, studies, employment or temporary
residency in foreign lands outside of Bangladesh.
Medical care
Death

46. TOURISM TRENDS TO FOLLOW IN 2021
1. IndividualTravel
2. Politics
3. Sustainability
4.‘Second City’Travel
5.TransformativeTravel
6.‘Smart’ Destinations
7. BleisureTravel

47. FUTURE TRAVEL TREND PREDICTIONS FOR 2022
Cautionary transportation
Preference for outdoor
Smaller groups and privacy
Local and domestic
Sustainability and health
2022 – the year of smart travel

48. W
H
ATTYPEOFFACILITIESDOESATRAVELCOMPAN
YPROVIDE?
Travel advisory-
Advising clients
Travel arrangements, e.g.
visas and passports
Places they can visit
Itinerary
Experiences that can be
created
Keeping clients up to
date with any changes
and risks etc

49. Bookings
Arranging flights, insurance and accommodation
Tickets to places of interests
Hotel and transport booking
Sending out tickets to clients
Customer Services
Kids related bookings and management (arranging
nannies in hotels)
Collecting and processing payments
Dealing with complaints or refunds
Arranging Concierges / guides etc as needed
Dealing with miles
Events
Organizing events, conferences , off sites etc
or ensuring participation of people