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Syllabus: Travel Services N4
1
REPORT 191 PROGRAMMES
SYLLABUS
TRAVEL SERVICES - N4
SUBJECT CODE: 22030134
IMPLEMENTATION: JANUARY 2021
Syllabus: Travel Services N4
2
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
Syllabus: Travel Services N4
3
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.
Syllabus: Travel Services N4
4
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%
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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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%
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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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%
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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;
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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5.2. Explain the importance of
understanding passengers with
different disabilities.
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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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,
Syllabus: Travel Services N4
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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.
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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
Syllabus: Travel Services N4
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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.