Travel Professional Standards & Competencies 2 — Questions and Answers
Question 1: A travel agent discovers that a supplier has been offering undisclosed commissions on bookings. What is the ethical obligation of the agent?
- Accept the commissions without disclosure
- Disclose all commissions to the client (Correct answer)
- Report the supplier to competitors
- Immediately terminate the supplier relationship
Correct answer: Disclose all commissions to the client
Professional standards require travel agents to disclose all commissions and financial incentives to maintain client trust and transparency.
Question 2: Which professional certification is most recognized for travel agents specializing in leisure travel in the United States?
- Certified Travel Associate (CTA) (Correct answer)
- Certified Meeting Professional (CMP)
- Global Distribution System (GDS) License
- International Air Transport Association (IATA) Diploma
Correct answer: Certified Travel Associate (CTA)
The Certified Travel Associate (CTA) designation from ASTA is the most widely recognized credential for leisure travel specialists in the US.
Question 3: When a client with a disability requests travel accommodations, what is the travel agent's primary responsibility?
- Suggest the client travel with a companion only
- Research and provide accessible options that meet the client's needs (Correct answer)
- Refer the client to a disability-specific agency
- Advise the client to reconsider international travel
Correct answer: Research and provide accessible options that meet the client's needs
Travel agents are professionally obligated to research and present accessible accommodation and transportation options tailored to clients with disabilities.
Question 4: What does E&O insurance protect a travel professional against?
- Natural disasters affecting travel plans
- Claims arising from professional mistakes or negligence (Correct answer)
- Client non-payment of travel fees
- Criminal acts by the travel agent
Correct answer: Claims arising from professional mistakes or negligence
Errors and Omissions (E&O) insurance protects travel professionals from financial liability due to professional mistakes, oversights, or negligence.
Question 5: A travel professional notices a client is booking a trip to a destination under a CDC Level 3 travel health notice. What should the agent do?
- Proceed with the booking without comment
- Refuse to book the trip entirely
- Inform the client of the advisory and recommend consulting a travel health provider (Correct answer)
- Cancel the booking automatically on the client's behalf
Correct answer: Inform the client of the advisory and recommend consulting a travel health provider
Professional duty of care requires agents to inform clients of health advisories and recommend they consult appropriate health professionals before traveling.
Question 6: Which organization sets the code of ethics most commonly followed by US travel professionals?
- American Society of Travel Advisors (ASTA) (Correct answer)
- US Department of Transportation (DOT)
- Better Business Bureau (BBB)
- Federal Trade Commission (FTC)
Correct answer: American Society of Travel Advisors (ASTA)
ASTA's Code of Ethics is the primary professional standard for travel advisors in the United States, covering integrity, competence, and client relations.
Question 7: What is the recommended practice when a travel agent is unable to resolve a client complaint directly?
- Ignore the complaint if the booking was correct
- Escalate to the supplier and document all communications (Correct answer)
- Offer a full refund regardless of fault
- Suggest the client contact their credit card company immediately
Correct answer: Escalate to the supplier and document all communications
Professional standards call for escalating unresolved complaints to suppliers while maintaining detailed documentation of all communications and actions taken.
Travel Professional Standards & Competencies 2
A travel agent discovers that a supplier has been offering undisclosed commissions on bookings.
What is the ethical obligation of the agent?