Unit of competency Outline

Date retreived
22/07/2026 12:46 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Process travel-related documentation

Process travel-related documentation

Unit of competency
National Code
SITTTSL307
State Code
WF726
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
06/06/2013
Field of Education
080701 - Tourism
Original Release Date
06/06/2013
Nominal Hours
15
Description
This unit describes the performance outcomes, skills and knowledge required to process a range of travel and tourism documentation. It requires the ability to identify and interpret all documentation requirements and to prepare and despatch documents within designated deadlines.
Notes
Elements and Performance Criteria
1. Interpret information required for processing of documentation.
  • 1.1 Identify deadline for preparation and issuance of documents.
  • 1.2 Interpret existing reservation data to identify all customer details.
  • 1.3 Identify and interpret details of specific products and services confirmed to the customer and check prices quoted.
  • 1.4 Identify confirmed bookings held for customers and check costs quoted by product and service suppliers.
  • 1.5 Identify sources of general information required to issue all necessary documents.
  • 1.6 Check payment status and take appropriate action.
  • 1.7 Check for and report any discrepancies in costs and take required action.
  • 1.8 Identify operational documents required by personnel involved in delivering the tourism product.
2. Process documentation.
  • 2.1 Prepare accurate documentation within designated timeframes.
  • 2.2 Record required details on documentation with accuracy and according to applicable product conditions.
  • 2.3 Calculate supplier costs and record within supplier documents.
  • 2.4 Action supplier payments within the designated deadline.
  • 2.5 Check all documentation for accuracy prior to issue and amend as necessary.
  • 2.6 Process, file and despatch copies of documents according to organisation and supplier requirements.
  • 2.7 Issue documents and reissue as required.
  • 2.8 Process required refunds or additional payments according to product conditions.
  • 2.9 Minimise use of printed materials and maximise electronic transmission and record keeping to reduce waste.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Documents may be produced:
manually
using a computer.
Reservation data for the customer may be:
a computer file
a manual file.
Customer details may include:
address for delivery of documents
age
agent details
date required for delivery of documents
name
special requirements to be noted on documents.
Products and services may be:
domestic
international.
Sources of general informationmay include:
air travel information such as:
airline schedules and timetables
airline fare manuals
tariffs from airlines
tariffs from consolidators
special bulletins issued by airlines and consolidators
brochures
centralised reservations systems (CRS)
global distribution systems (GDS)
contracts with suppliers
database of product suppliers and their details
Internet sites
price schedules
timetables
visa guides.
Documentationmay include:
air travel documents such as etickets, MultiPurpose Documents (MPD), Credit Card Charge Forms (CCCF) and exchange tickets
briefing notes for crew
bus, coach or other form of transportation tickets
commission vouchers
confirmation letters
delegate information packs
letter of commission disclosure
letters advising sources of information relating to health, safety and regulatory issues for the customer’s attention
letters outlining terms, conditions and liability restrictions
meeting or event confirmation letters
operational itineraries for crew
passenger itineraries
passenger lists
product disclosure statements
rooming lists
sales returns
travel insurance documentation
travellers cheque requests
visa and passport forms
vouchers for any tourism product or service:
accommodation
attraction or theme park entry
car and motor home hire
cruises
tours
paper-based or electronically transmitted materials
documents for:
a single product or service
conferences
groups
guests or delegates
incentive tours
inclusive tours or optional tours
individuals
meetings
multiple products and services making up a complete itinerary
oneoff touring arrangements
series tours.
Action supplier paymentsmay involve:
issuing a Miscellaneous Charges Order (MCO)
requesting payment from the accounts department, e.g. cheque requisition or purchase order
selfadministering the payment
sending payment by cheque or electronic transmission.
Copies of documents may be:
for the:
accounts department
file
operational personnel involved in the delivery of a tour, e.g. tour guide and driver
supplier of the service
paper-based or electronically transmitted materials.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
interpret and confirm customer and supplier information and accurately process a range of diverse travel and tourism product, service and operational documentation for multiple customer files
integrate knowledge of products, costs and payment arrangements when developing documents
complete documentation activities within commercial time constraints and deadlines determined by the customer or the organisation.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event business operation or activity which processes travel-related documents
a real or simulated office environment as defined in the Assessment Guidelines
computers, printers and software programs currently used by the tourism, hospitality or event industries to administer travel and tourism documents
customer and operational files providing reservation and operational information for issuing documentation
current product information found within sales kits, brochures, timetables, tour schedules, product manuals, supplier information kits, information databases and CRS
current template documents including itineraries and vouchers
where assessment covers air documents and tickets:
current airline, consolidator and International Air Transport Association (IATA) documentation or computer data such as schedules, tariffs and bulletins outlining rules, conditions and regulations
the full range of IATA actual or training facsimile air documentation.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
activities that allow assessment of the individual’s ability to issue different types of documents for different operational circumstances and for varying customer requirements
review of documents processed by the individual:
air tickets
confirmation letters
operational itineraries for crew
passenger itineraries
travel vouchers
sales returns
written or oral questioning to assess knowledge of:
operational details of tourism products and services
product costs
supplier payment arrangements
the 24hour clock and translation to 12-hour clock
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITTTSL304 Prepare quotations
SITTTSL306 Book supplier services
SITTTSL308 Use a computerised reservations or operations system
SITTTSL309 Source airfares for domestic flights
SITTTSL310 Construct normal international airfares
SITTTSL311 Construct promotional international airfares
SITTTSL312 Construct advanced international airfares.
Replaces
State Code National Code Title Type
WB957 SITTTSL009B Process travel-related documentation Unit of competency
Replaced By
State Code National Code Title Type
AWQ84 SITTTSL009 Process travel-related documentation Unit of competency