iCan Qualifications Limited · RQF Level 2
iCQ Level 2 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 2
- Total credits37
- Guided learning265 hours
- Units in this qualification30
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
Aimed at those working, or aspiring to work, in the travel and tourism industry, the iCQ Level 2 Diploma in Travel Services enables learners to develop skills in processing bookings and travel planning. It also includes guided tours, resolving customer service problems and completing foreign exchange transactions.
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.
Arrange Travel ItinerariesReal unit · iCan Qualifications Limited
You'll study the factors involved in creating tailor-made travel itineraries. The unit covers identifying suitable transportation, accommodation, and activities to combine into itineraries that meet customer requirements and preferences.
What you'll be able to do
- Understand the factors involved in creating tailor-made travel itineraries to suit customers' specific requirements and preferences.
- Identify suitable travel-related components, such as transportation, accommodation, and activities, to meet customers' requirements.
- Identify suitable travel-related components, considering factors like budget, accessibility, and interests.
- Combine components to create itineraries that meet customers' specific wants, needs, and preferences, ensuring a seamless travel experience.
Arrange non multi-sector air travelReal unit · iCan Qualifications Limited
You'll gain knowledge of arranging non multi-sector air travel bookings, including relevant regulations and safety procedures. The unit develops skills to administer bookings professionally, complete documentation accurately, and provide courteous customer service.
What you'll be able to do
- Understand the fundamental principles of air travel, including regulations and safety procedures
- Understand the principles of dealing with customers in a professional and courteous manner
- Administer customer air travel bookings accurately and efficiently
- Complete all necessary booking documentation, ensuring compliance with industry standards
- Know the relevant information pertaining to non multi-sector air travel, including routes, fares, and restrictions
Assist Customers Prior To and After TravellingReal unit · iCan Qualifications Limited
You'll understand principles of assisting customers before and after travel, including resolving booking queries, making changes, and advising on claims and complaints. The unit develops skills to provide effective customer support throughout the travel experience.
What you'll be able to do
- Understand the principles of assisting customers effectively in the travel and tourism sector
- Resolve customers’ queries about their bookings accurately and efficiently
- Identify and make necessary changes to customer bookings, adhering to company policies
- Advise customers on how to make travel-related claims and complaints, providing relevant information and support
- Assist customers prior to and after travelling, ensuring a positive customer experience
Assist with travel and tourism problems and emergenciesReal unit · iCan Qualifications Limited
This unit equips learners to assist with travel and tourism problems and emergencies by assessing situations and supporting resolution efforts. You'll understand procedures for recording and reporting incidents and contribute to emergency response implementation.
What you'll be able to do
- Understand the importance of assessing problems and emergencies in a travel and tourism context.
- Assist in the resolution of a customer's problem effectively.
- Know the procedures for gathering, recording, and reporting information about problems and emergencies that arise.
- Assist with the local implementation of emergency procedures, following established protocols.
- Understand the actions to take in the event of various problems and emergencies, ensuring appropriate responses.
- Communicate effectively with customers in problem and emergency situations, providing reassurance and assistance.
Collect and analyse customer feedbackReal unit · iCan Qualifications Limited
It teaches you to collect and analyse customer feedback within travel and tourism. You'll understand feedback types, select appropriate collection methods, and report on data to identify trends and improve services.
What you'll be able to do
- Understand the principles and various uses of customer feedback within the travel and tourism industry
- Obtain customer feedback efficiently using appropriate methods and tools
- Analyse customer feedback data effectively, identifying trends and areas for improvement
- Report on customer feedback data accurately and concisely, providing actionable insights
- Obtain and analyse customer feedback to improve services and customer satisfaction
Collect and maintain tourism information and dataReal unit · iCan Qualifications Limited
It teaches you to collect, evaluate, and maintain tourism information and data effectively. You'll understand data management principles, identify sources for data collection, and maintain information systems to support organisational decision-making.
What you'll be able to do
- Understand the fundamental principles of maintaining tourism information and data within an organisation
- Collect tourism information and data from a range of sources
- Evaluate the quality and relevance of collected tourism information and data
- Understand the methods used to research and collect tourism-related data and information
- Maintain tourism information systems and data accurately and securely
- Know the procedures for maintaining tourism information and data in accordance with organisational policies and legal requirements
Communicate and advise customers of information which impacts their travel arrangementsReal unit · iCan Qualifications Limited
You'll learn to monitor information impacting travel arrangements, such as weather conditions and security alerts. The unit covers effective communication techniques to advise customers of travel disruptions and provide alternative options, ensuring clear understanding of travel implications.
What you'll be able to do
- Monitor information from various sources that may impact on travel arrangements, such as weather conditions, flight delays, and security alerts.
- Advise customers of information that impacts their travel arrangements in a clear, concise, and timely manner, providing alternative options where appropriate.
- Monitor internal information, such as booking changes, special offers, and policy updates, which may impact travel arrangements.
- Advise customers of information that impacts travel, ensuring they are fully informed and able to make informed decisions.
Complete Foreign Exchange TransactionsReal unit · iCan Qualifications Limited
This unit provides learners with an understanding of foreign exchange services in travel and tourism. You'll learn currency exchange operations, maintain foreign exchange supplies, and comply with relevant regulations and organisational procedures.
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 the organisation and implementation of travel and tourism promotional activitiesReal unit · iCan Qualifications Limited
Fosters skills in organising and executing promotional activities in travel and tourism.
What you'll be able to do
- Organise promotional activities.
Develop and maintain relationships with face-to-face customersReal unit · iCan Qualifications Limited
This unit equips learners with knowledge and skills to develop and maintain positive relationships with face-to-face customers. You'll build rapport, communicate effectively, and address enquiries professionally 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
Focuses on developing effective customer relationships in remote communication scenarios.
What you'll be able to do
- Understand organisation's procedures for greeting and addressing remote customers.
Develop and maintain your effectiveness at work in a Travel and Tourism environmentReal unit · iCan Qualifications Limited
Focuses on personal effectiveness and performance improvement in a travel and tourism environment.
What you'll be able to do
- Understand own role and responsibilities.
- Improve personal performance at work.
- Work effectively as part of a team.
Employment Rights and Responsibilities in the Hospitality, Leisure, Travel and Tourism SectorReal unit · iCan Qualifications Limited
You'll gain knowledge of employment rights and responsibilities within the hospitality, leisure, travel and tourism sector. The unit covers employer and employee legal obligations, organisational policies, and factors affecting the sector and individual occupations.
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
Focuses on health and safety responsibilities and risk management in the workplace.
What you'll be able to do
- Identify the hazards and evaluate the risks in the workplace.
- Reduce the risks to health and safety in the workplace.
Establish customers’ interest in sustainable travel and tourism optionsReal unit · iCan Qualifications Limited
You'll explore sustainability concepts within travel and tourism, including environmental, social, and economic impacts. The unit develops skills to identify and establish customer interest in sustainable travel options, promoting responsible tourism practices.
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
Focuses on effective sales strategies to boost travel and tourism sales.
What you'll be able to do
- Understand methods to increase sales.
Give customers a positive impression of yourself and your organisation.Real unit · iCan Qualifications Limited
This unit develops customer service skills by teaching how to create positive impressions in a professional customer service environment.
What you'll be able to do
- Establish rapport with customers.
- Respond appropriately to customers.
- Understand how to give customers a positive impression.
Help Customers to Choose and Book Travel ServicesReal unit · iCan Qualifications Limited
You'll understand how to assist customers in choosing and booking travel services by identifying needs, providing relevant information, and selecting suitable options. The unit also covers processing post-booking documentation and issuing travel documents accurately and efficiently.
What you'll be able to do
- Understand the principles of helping customers choose and book travel services, including identifying customer needs, providing relevant information, and offering suitable options.
- Process post-booking documentation accurately and efficiently, ensuring all necessary information is recorded and communicated to relevant parties.
- Receive travel documentation from suppliers, prepare it for distribution, and issue it to customers in a timely manner.
- Receive, prepare and issue travel documentation.
- Help customers select travel services to meet their needs, taking into account their preferences, budget, and travel requirements.
- Know about world-wide travel destinations, including their attractions, climate, and cultural considerations.
- Know about travel services, including flights, accommodation, transportation, and tours.
- Capture and process customer information accurately and securely, complying with data protection regulations and organisational policies.
- Capture and process customer information.
- Complete travel services bookings accurately and efficiently, ensuring all details are correct and confirmed with the customer.
- Complete travel services bookings.
- Understand the importance of accuracy and security in making travel bookings for customers, minimising the risk of errors and fraud.
Identify and provide travel and tourism related information and adviceReal unit · iCan Qualifications Limited
You'll explore the principles of providing accurate travel and tourism information and advice. The unit develops skills in identifying customer needs, sourcing relevant information, and delivering appropriate advice while considering ethical standards.
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.
Operate in a sustainable mannerReal unit · iCan Qualifications Limited
You'll understand the principles of sustainable operation within travel and tourism, including environmental impacts and relevant legislation. The unit develops skills to apply sustainable practices that minimise negative effects and promote 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
Planning and Delivering Guided ToursReal unit · iCan Qualifications Limited
It teaches you to plan, conduct, and evaluate guided tours. You'll consider factors such as location and audience, develop itineraries, manage risks, deliver tours effectively, and assess tour success for improvement.
What you'll be able to do
- Plan guided tours effectively, taking into account relevant factors such as location, duration, and target audience.
- Conduct guided tours in a professional and engaging manner, ensuring the safety and enjoyment of participants.
- Evaluate guided tours to identify areas for improvement and enhance future tour experiences.
Process travel and tourism services paymentsReal unit · iCan Qualifications Limited
You'll gain knowledge of payment processing principles in travel and tourism, including various payment methods, security protocols, and reconciliation procedures. The unit develops skills to receive payments accurately, issue receipts, and securely store payment information in line with organisational procedures.
What you'll be able to do
- Understand the principles of processing travel and tourism payments, including different payment methods, security protocols, and reconciliation procedures.
- Receive payments from customers accurately and efficiently, adhering to organisational procedures and security guidelines.
- Issue receipts to customers promptly and accurately, and store payments securely in accordance with organisational policies.
- Receive payments from customers using different methods.
- Issue receipts and store payments in line with company policy.
Process travel services bookingsReal unit · iCan Qualifications Limited
Covers the processes in managing travel service bookings effectively.
What you'll be able to do
- Understand principles to process travel services bookings.
- Complete booking administration.
Research travel and destination informationReal unit · iCan Qualifications Limited
This unit covers the principles of selling multi-sector air travel and equips learners with the skills to research travel destination and product information from various sources. You'll understand fare structures, ticketing procedures, and relevant regulations to support informed travel planning.
What you'll be able to do
- Understand the fundamental principles involved in selling multi-sector air travel, including fare structures, ticketing procedures, and regulations.
- Research travel destination information from a variety of sources, including online databases, travel guides, and industry publications.
- Research travel product information, including accommodation options, transportation services, and tour packages.
Resolve customer service problemsReal unit · iCan Qualifications Limited
You'll learn to identify and resolve customer service problems promptly. The unit covers recognising dissatisfaction, evaluating solutions, implementing appropriate actions, and communicating resolutions professionally.
What you'll be able to do
- Spot customer service problems promptly and accurately.
- Pick the best solution to resolve customer service problems effectively.
- Take action to resolve customer service problems efficiently and professionally.
- Resolve customer service problems in a timely and appropriate manner.
Sell tourism related products and servicesReal unit · iCan Qualifications Limited
Teaches strategies for effectively selling tourism products and services to customers.
What you'll be able to do
- Sell tourism related products and services.
- Promote the features and benefits of tourism products.
Sell travel related products and servicesReal unit · iCan Qualifications Limited
Enables skills for successfully selling travel-related products and services.
What you'll be able to do
- Sell travel related products and services.
Set up and maintain promotional displaysReal unit · iCan Qualifications Limited
Covers skills necessary for effective promotional display management.
What you'll be able to do
- Understand principles of promotional materials.
Travel PlanningReal unit · iCan Qualifications Limited
You'll learn to plan travel arrangements that meet customer requirements. The unit covers using reliable information sources, understanding different travel types, and providing additional relevant travel and tourism information.
What you'll be able to do
- Understand the key stages and considerations involved in the travel planning process.
- Effectively use various sources of travel planning information, including online resources, brochures, and expert advice.
- Produce comprehensive and accurate travel plans that meet specific customer requirements and preferences.
- Provide additional information on travel and tourism arrangements, such as visa requirements, insurance options, and local customs.
Use social media to communicate with customers in travel and tourismReal unit · iCan Qualifications Limited
You'll understand organisational social media policies and how to use social media platforms to support communication objectives. The unit develops skills to engage professionally with customers online, addressing queries and providing relevant information.
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 2 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.
Arrange Travel ItinerariesArrange non multi-sector air travelAssist Customers Prior To and After TravellingAssist with travel and tourism problems and emergenciesCollect and analyse customer feedbackCollect and maintain tourism information and dataCommunicate and advise customers of information which impacts their travel arrangementsComplete Foreign Exchange Transactions
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 2 Diploma in Travel Services
- Advise customers on the implications of information which impacts on their travel arrangements
- Arrange Non-Multi-Sector Air Travel
- Arrange travel itineraries
- Assist customers prior to and after travelling
- Collect and analyse customer feedback
- Collect and maintain travel and tourism information and data
- Complete foreign exchange transactions
- 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 TravelArrange travel itinerariesAssist customers prior to and after travellingCollect and analyse customer feedbackCollect and maintain travel and tourism information and dataComplete foreign exchange transactionsDevelop and Maintain Relationships with Face-to-Face CustomersDevelop and maintain relationships with remote customersDisplay Promotional Materials in the Rail IndustryEstablish customers’ interest in sustainable travel and tourism optionsGenerate increased travel and tourism salesHelp customers to choose and book travel servicesMonitor and communicate information which impacts on customers’ travel arrangementsMonitor and use social media to promote venues and eventsProcess travel and tourism services paymentsProcess travel services bookingsReview and improve the customer experience+5 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
Learners will study the factors involved in creating tailor-made travel itineraries. The unit covers identifying suitable transportation, accommodation, and activities to combine into itineraries that meet customer requirements and preferences.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for iCQ Level 2 Diploma in Travel Services
30 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Arrange Travel Itineraries
- Arrange non multi-sector air travel
- Assist Customers Prior To and After Travelling
- Assist with travel and tourism problems and emergencies
- Collect and analyse customer feedback
- Collect and maintain tourism information and data
and 24 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.