iCan Qualifications Limited · RQF Level 3
iCQ Level 3 Diploma in Travel Services
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits37
- Guided learning284 hours
- Units in this qualification26
Awarded by iCan Qualifications Limited · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
The iCQ Level 3 Diploma in Travel Services is an occupational qualification relevant to the travel and tourism sector. It allows learners to develop skills in processing bookings, solving customer service problems, dealing with emergencies, and completing foreign exchange transactions. Furthermore, it covers the principles of organising work and personal development.
These are the units iCan Qualifications Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Build and Maintain Customers' ProfilesReal unit · iCan Qualifications Limited
It teaches you to build and maintain accurate customer travel profiles. You'll gain skills in obtaining personal travel details, recording information accurately, and understanding the benefits of profile management for customer service and marketing.
What you'll be able to do
- Explain the value of accurate account tracking and management
- Obtain personal travel details from customers
- Compile personal travel profiles
- Maintain personal travel profiles
- Describe how to build personal travel profiles
- Describe how to maintain personal travel profiles
Collect and analyse customer feedbackReal unit · iCan Qualifications Limited
This unit focuses on collecting, analysing, and reporting customer feedback within travel and tourism. You'll understand feedback principles, use appropriate collection methods, and interpret data to inform service improvements.
What you'll be able to do
- Understand the principles and uses of customer feedback in the travel and tourism sector
- Obtain customer feedback efficiently using appropriate methods
- Analyse and report on customer feedback data accurately
- Obtain and analyse customer feedback effectively
Complete Foreign Exchange TransactionsReal unit · iCan Qualifications Limited
This unit provides learners with knowledge of foreign exchange principles and currency operations within travel and tourism. You'll understand transaction procedures, maintain foreign exchange supplies, and comply with relevant regulations and organisational policies.
What you'll be able to do
- Understand the fundamental principles of foreign exchange services and their role in the travel and tourism industry.
- Understand the operational procedures involved in currency exchange transactions, including buying and selling currencies.
- Maintain adequate foreign exchange supplies to effectively meet customer demands for various currencies.
- Manage and maintain appropriate stock levels of foreign exchange currencies.
- Understand the relevant regulations and organisational procedures that govern foreign exchange transactions.
- Accurately and efficiently sell and buy foreign exchange products to and from customers.
- Correctly conduct foreign exchange transactions in accordance with legal and organisational requirements.
- Remit foreign exchange funds to suppliers in a timely and secure manner.
- Remit foreign currency payments to suppliers using appropriate methods and procedures.
Contribute to Supporting and Developing ColleaguesReal unit · iCan Qualifications Limited
This unit provides learners with knowledge and skills to support and develop colleagues through team briefings and individual training. You'll plan and deliver briefings, apply support methods, and understand the benefits of colleague development for organisational effectiveness.
What you'll be able to do
- Understand the principles of supporting and developing colleagues in the workplace
- Arrange and carry out team briefings to support and develop colleagues, in line with organisational requirements
- Plan and provide effective team briefings to support colleagues' development
- Support and train colleagues to improve their effectiveness and personal development
- Support colleagues to improve their effectiveness and personal development, in line with organisational policies and procedures
Contribute to business travel account managementReal unit · iCan Qualifications Limited
You'll gain understanding of business travel account management principles and contribute to its operation. The unit covers processing travel requests, maintaining accurate records, and collabourating with stakeholders to support effective account management.
What you'll be able to do
- Understand the fundamental principles of business travel account management
- Contribute to the management of business travel accounts, under supervision
- Accurately maintain business travel-related information and documentation
Deal with travel and tourism problems and emergenciesReal unit · iCan Qualifications Limited
You'll understand the importance of effective responses to problems and emergencies in travel and tourism. The unit covers recognising emergency types, communication protocols, response procedures, and coordinating post-emergency actions to ensure customer safety.
What you'll be able to do
- Understand the critical need for effective and timely responses to problems and emergency situations within the travel and tourism context.
- Confidently and appropriately respond to a range of problems and emergency situations that may arise.
- Know the correct procedures and protocols for responding to various problems and emergencies in the travel and tourism industry.
- Effectively co-ordinate activities in the aftermath of an emergency situation, ensuring safety and minimising disruption.
- Co-ordinate post-emergency procedures to ensure the well-being of those affected and the restoration of normal operations.
Develop and maintain relationships with face-to-face customersReal unit · iCan Qualifications Limited
This unit develops learners' ability to build and maintain positive relationships with face-to-face customers. You'll practise effective communication, rapport-building techniques, and professional enquiry handling to enhance customer satisfaction.
What you'll be able to do
- Develop and maintain positive relationships with face-to-face customers
- Develop and maintain positive relationships with face-to-face customers, ensuring customer satisfaction and loyalty
Develop and maintain relationships with remote customersReal unit · iCan Qualifications Limited
You'll learn to build and maintain relationships with remote customers using appropriate communication methods. The unit covers rapport building, active listening, responding to customer needs, and the importance of regular engagement in remote customer management.
What you'll be able to do
- Describe how to develop relationships with remote customers
- Describe how to maintain relationships with remote customers
- Develop relationships with remote customers
- Maintain relationships with remote customers
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism SectorReal unit · iCan Qualifications Limited
This unit covers employment rights and responsibilities within the hospitality, leisure, travel, and tourism sector. You'll understand legal frameworks, organisational policies, and factors affecting their occupation and workplace.
What you'll be able to do
- Know employer and employee rights, responsibilities and own organisational procedures
- Know factors that affect own organisation and occupation
Ensure responsibility for actions to reduce risks to health, safety, and securityReal unit · iCan Qualifications Limited
You'll understand how to identify workplace hazards and evaluate associated risks to health, safety, and security. The unit covers implementing control measures and reporting procedures to reduce risks in accordance with legal requirements.
What you'll be able to do
- Identify hazards in the workplace
- Evaluate the risks associated with hazards in the workplace
- Reduce the risks to health and safety in the workplace
- Describe how to reduce risks to health and safety in the workplace
- Reduce the risks to security in the workplace
- Describe how to reduce risks to security in the workplace
Establish customers’ interest in sustainable travel and tourism optionsReal unit · iCan Qualifications Limited
You'll understand sustainability concepts in travel and tourism and methods to establish customer interest in sustainable options. The unit covers environmental, social, and economic impacts of tourism and principles of responsible tourism promotion.
What you'll be able to do
- Understand the principles of sustainability within the travel and tourism sector
- Identify and establish customer interest in sustainable travel and tourism products
- Establish customer interest in sustainable travel and tourism options, in line with customer needs and preferences
Generate increased travel and tourism salesReal unit · iCan Qualifications Limited
This unit provides learners with strategies and techniques to increase sales in travel and tourism. You'll apply effective sales communication, customer service skills, and monitor sales performance to generate increased revenue.
What you'll be able to do
- Understand strategies and techniques for increasing sales within the travel and tourism sector.
- Generate increased sales of travel and tourism products or services through effective sales practices.
Identify and provide travel and tourism related information and adviceReal unit · iCan Qualifications Limited
You'll understand the principles of providing accurate travel and tourism information and advice. The unit includes identifying customer needs, sourcing relevant information, and delivering advice ethically and effectively.
What you'll be able to do
- Understand the core principles of providing accurate, relevant, and helpful travel and tourism-related information and advice to customers.
- Accurately identify and assess customers' specific information and advice needs related to travel and tourism.
- Effectively identify customer information and advice needs through questioning and active listening.
- Source relevant and up-to-date travel and tourism-related information and advice from various sources.
- Source reliable travel and tourism-related information from reputable and trustworthy sources.
- Provide relevant, accurate, and helpful travel and tourism-related information and advice to customers in a clear and understandable manner.
- Provide travel and tourism-related information and advice to customers using appropriate communication methods and channels.
Monitor and maintain the quality of travel and tourism operationsReal unit · iCan Qualifications Limited
It teaches you to monitor and maintain quality standards in travel and tourism operations. You'll explore methods for quality monitoring, the role of customer feedback, and processes to sustain service quality in accordance with industry benchmarks.
What you'll be able to do
- Understand the methods used to monitor the quality of travel and tourism operations
- Understand the processes involved in maintaining the quality of travel and tourism operations
- Monitor the quality of travel and tourism operations, according to organisational procedures
Monitor and solve customer service problemsReal unit · iCan Qualifications Limited
This unit develops learners' skills to identify, analyse, and resolve immediate customer service problems. You'll also identify recurring issues, implement solutions to prevent repetition, and monitor the effectiveness of problem-solving strategies.
What you'll be able to do
- Solve immediate customer service problems effectively and efficiently
- Identify repeated customer service problems and options for solving them in the long term
- Take action to avoid the repetition of customer service problems by implementing appropriate solutions
- Understand how to monitor and solve customer service problems to improve overall customer satisfaction
Monitor business performanceReal unit · iCan Qualifications Limited
It teaches you to monitor business performance using key performance indicators and data collection methods. You'll analyse performance against targets, identify areas for improvement, and understand the importance of regular performance monitoring.
What you'll be able to do
- Understand the key performance indicators used to monitor business performance
- Monitor business performance against agreed targets and objectives
- Implement improvements to business performance based on monitoring activities
Monitor, communicate and advise customers of information which impacts their travel arrangementsReal unit · iCan Qualifications Limited
This unit covers how to monitor information affecting travel arrangements and communicate this effectively to customers. You'll learn to identify relevant information sources, prioritise impact, and advise customers clearly using appropriate systems.
What you'll be able to do
- Describe how to monitor information which impacts on travel arrangements
- Describe how to advise customers of information that impacts travel arrangements
- Monitor internal information which impacts travel arrangements
- Advise customers of information that impacts travel arrangements
Operate in a sustainable mannerReal unit · iCan Qualifications Limited
You'll understand the principles of sustainability in travel and tourism, including environmental impacts and relevant legislation. The unit covers operating sustainably to minimise negative effects while recognising social and economic benefits.
What you'll be able to do
- Understand how to operate in a sustainable manner within the travel and tourism sector
- Operate in a sustainable manner, minimising environmental impact and promoting responsible practices
Organise and implement travel and tourism promotional activitiesReal unit · iCan Qualifications Limited
You'll learn to organise, plan, implement, and evaluate travel and tourism promotional activities. The unit covers understanding promotional purposes, types, and factors influencing successful activity delivery to meet organisational objectives.
What you'll be able to do
- Understand how to organise travel and tourism promotional activities
- Understand how to implement travel and tourism promotional activities
- Plan travel and tourism promotional activities effectively
- Implement planned travel and tourism promotional activities
- Evaluate the effectiveness of travel and tourism promotional activities
Organise your work and personal developmentReal unit · iCan Qualifications Limited
Understand the principles of organising work and personal development.
What you'll be able to do
- Explain the importance of continuously developing own skills and knowledge for self and the organisation
- Organise own workload
- Develop own personal performance
- Organise own work and personal development
Process travel services bookingsReal unit · iCan Qualifications Limited
This unit equips learners with knowledge of processing travel service bookings accurately and efficiently. You'll complete booking administration, process documentation, arrange additional services, and understand the importance of accuracy in travel bookings.
What you'll be able to do
- Understand the fundamental principles that underpin the processing of travel services bookings.
- Accurately complete all necessary administrative tasks associated with processing travel services bookings.
- Understand the detailed processes involved in booking administration within the travel services sector.
- Efficiently process and issue relevant documentation and arrange for additional services related to travel bookings.
- Know the correct procedures for processing and issuing travel documentation and arranging supplementary services for customers.
Sell multi-sector air travelReal unit · iCan Qualifications Limited
You'll gain knowledge of selling multi-sector air travel, including understanding customer requirements, travel geography, and relevant products. The unit covers promoting features and benefits, handling objections, and complying with legal and ethical standards.
What you'll be able to do
- Explain the principles of selling multi-sector air travel
- Identify customers’ air travel requirements
- Identify air travel options for customers
- Describe world travel geography
- Describe air travel products, services and conditions
- Promote the features and benefits of different air travel arrangements
- Describe multi-sector air travel-related products and services
- Handle customers’ objections during the sales process
- Close the sale of multi-sector air travel
- Describe how to sell multi-sector air travel to customers
Sell tailor-made travel servicesReal unit · iCan Qualifications Limited
You'll understand the principles of selling tailor-made travel services, including investigating customer needs and preferences. The unit covers developing customised travel solutions in line with legislation and organisational policies.
What you'll be able to do
- Understand the fundamental principles underpinning the selling of tailor-made travel services.
- Effectively investigate and determine customers’ specific travel needs and preferences.
- Deliver tailor-made travel solutions that meet the identified customer needs.
- Know the relevant legislation and organisational policies regarding the advice offered to customers concerning tailor-made travel.
- Know about a diverse range of tailor-made travel products and services available to meet various customer needs and preferences.
- Know about different cruise products and services, including their features, benefits, and suitability for different customer segments.
- Know about a range of travel destinations, including their key attractions, cultural aspects, and practical considerations for travellers.
- Create comprehensive and appealing tailor-made travel itineraries that address customer requirements.
- Understand the policy and legislation that may influence the limits of tailor-made travel options, including health and safety.
- Effectively propose tailor-made travel options to customers, highlighting their benefits and addressing any concerns.
- Accurately and efficiently settle the agreed transaction for tailor-made travel services.
Sell tourism related products and servicesReal unit · iCan Qualifications Limited
You'll learn to sell tourism-related products and services by identifying customer requirements and promoting product features and benefits. The unit covers effective sales techniques, customer engagement, and closing sales within the tourism sector.
What you'll be able to do
- Effectively sell tourism-related products and services to potential customers.
- Accurately identify and understand customer requirements and preferences when selling tourism products.
- Effectively promote the key features and benefits of various tourism products and services to customers.
- Successfully close the sale and secure bookings for tourism products and services.
- Know a range of tourism-related products and services available to customers, including their features and benefits.
- Use effective sales techniques to close a sale and secure a booking.
Sell travel related products and servicesReal unit · iCan Qualifications Limited
This unit provides learners with the skills to sell travel-related products and services effectively. You'll identify customer needs, promote product benefits, apply sales techniques, and understand legal and ethical considerations to close sales confidently.
What you'll be able to do
- Sell travel related products and services
- Identify customer requirements when selling travel related products and services
- Promote the features and benefits of travel products and services to customers
- Close the sale of travel related products and services effectively
- Know about a range of travel related products and services
- Close the sale of travel related products and services
Use social media to communicate with customers in travel and tourismReal unit · iCan Qualifications Limited
You'll gain knowledge of organisational social media policies and how to use social media platforms to communicate with customers. The unit covers professional interaction, query handling, and supporting organisational objectives through social media.
What you'll be able to do
- Know your organisation's specific approach, guidelines, and policies regarding the use of social media for communication and marketing.
- Effectively use various social media platforms to support the organisation's objectives, including marketing, customer service, and brand awareness.
- Communicate professionally and effectively with customers using social media channels, addressing their queries and providing relevant information.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Build and Maintain Customers' ProfilesCollect and analyse customer feedbackComplete Foreign Exchange TransactionsContribute to Supporting and Developing ColleaguesContribute to business travel account managementDeal with travel and tourism problems and emergenciesDevelop and maintain relationships with face-to-face customersDevelop and maintain relationships with remote customers
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
iCQ Level 3 Diploma in Travel Services
- Advise customers on the implications of information which impacts on their travel arrangements
- Arrange Non-Multi-Sector Air Travel
- Build and maintain customers’ profiles
- Collect and analyse customer feedback
- Collect and maintain travel and tourism information and data
- Complete foreign exchange transactions
- Contribute to business travel account management
- Develop and Maintain Relationships with Face-to-Face Customers
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
Advise customers on the implications of information which impacts on their travel arrangementsArrange Non-Multi-Sector Air TravelBuild and maintain customers’ profilesCollect and analyse customer feedbackCollect and maintain travel and tourism information and dataComplete foreign exchange transactionsContribute to business travel account managementDevelop and Maintain Relationships with Face-to-Face CustomersDevelop and maintain relationships with remote customersEstablish customers’ interest in sustainable travel and tourism optionsGenerate increased travel and tourism salesMonitor and communicate information which impacts on customers’ travel arrangementsMonitor and maintain the quality of travel and tourism operationsMonitor and solve repeated customer service problemsMonitor the performance of cloud servicesOrganise and implement travel and tourism promotional activitiesProcess the transfer of foreign currencyProcess travel and tourism services payments+8 more
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your own work
This unit enables learners to build and maintain accurate customer travel profiles. Learners will acquire skills in obtaining personal travel details, recording information accurately, and understanding the benefits of profile management for customer service and marketing.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for iCQ Level 3 Diploma in Travel Services
26 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Build and Maintain Customers' Profiles
- Collect and analyse customer feedback
- Complete Foreign Exchange Transactions
- Contribute to Supporting and Developing Colleagues
- Contribute to business travel account management
- Deal with travel and tourism problems and emergencies
and 20 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.