HPTG520 Certificate in Travel and Tourism - Part Two V5 2026 | The Career Academy NZ

HPTG520 Certificate in Travel and Tourism - Part Two 

Read the requirements below and then complete all parts of the assessment. Once completed, save your work as either a Word document or a PDF file. Once you have saved your work click on the Assessment submission link within this topic and upload your completed assessment to your tutor for marking. 

Plagiarism 

Please remember that presenting work that is not your own (e.g., content copied directly from the course material or websites) is considered plagiarism and is a violation of your student policy. 

Plagiarised work will not be marked by your tutors and will result in a re-submission or fail. Assessment Marking Guidelines There are three possible outcomes for this assessment: outstanding, satisfactory and resubmit. Please review the marking schedule at the end of this assessment for details on what is required for each question. 

Learning Outcomes

In this assignment, you will be assessed on the following learning outcomes: 

• Explain various aspects of customer service and support. (Refer to: Travel Agency Procedure Systems) 
• Identify airline codes and explain where to obtain information about airlines.(Refer to: Transport-Airline Reservations)
• Discuss the considerations of planning a driving holiday in a foreign country. (Refer to: Transport-Car Rental)
• Describe effective tour packages and how to best market them. (Refer to: Package Tours)

Question 1

Travel agents have a wide variety of reputations. What do you think are the characteristics of a good travel agent? Comprehensively explain your answer in 300- 400 words with at least five characteristics. 

A good travel agent plays a vital role in ensuring that clients have seamless and enjoyable travel experiences. They act as both an advisor and a problem-solver, helping clients plan, book, and manage all aspects of their trips.

Five key characteristics define an effective travel agent: knowledge, communication skills, attention to detail, customer service, and adaptability. Firstly, extensive knowledge of destinations, airlines, accommodation, and travel regulations allows agents to provide clients with accurate and reliable information. They should also be familiar with visa requirements, travel insurance options, and cultural norms to ensure the client's safety and comfort. Secondly, excellent communication skills are essential. 

A travel agent must listen carefully to clients' preferences, ask clarifying questions, and explain travel options clearly. 

This helps build trust and ensures that clients feel heard and supported throughout the process. Thirdly, attention to detail is crucial. Managing multiple bookings flights, hotels, car rentals, and tours requires accuracy and precision. Even a small mistake can cause significant disruptions, so a good agent must double-check all itineraries and documents. Fourthly, strong customer service skills make an agent stand out.

A friendly, patient, and empathetic approach helps build long-term client relationships. When issues arise—such as flight delays or cancellations a good agent remains calm, resourceful, and solution-focused. Lastly, adaptability and problem-solving ability are essential in the ever-changing travel industry.

Agents must stay updated on technology, global travel restrictions, and industry trends. Being able to respond quickly to emergencies or last-minute changes ensures that clients always feel supported. In summary, a good travel agent is knowledgeable, communicative, detail-oriented, customer-focused, and adaptable. These characteristics not only enhance client satisfaction but also build a strong professional reputation within the travel industry. 

Question 2 

Booking a good travel experience for clients can make or break a trip. What is the significance of codes in the airline industry and what can a travel agent gain from understanding codes? Comprehensively explain your answer in 200-300 words and include at least two reasons for the significance of codes.

Codes play an essential role in the airline industry, providing a universal system that ensures clarity and efficiency in communication and operations. These codes such as airport codes, airline codes, and fare codes help standardize