Retail Travel Agent Employment Contract UK

Responsibilities reflected in the contract

• Advise customers on suitable travel products.
• Create and amend bookings accurately.
• Explain prices terms and required documents.
• Process authorised payments and refunds.
• Record customer instructions and supplier changes.

A realistic working scenario

On shift in an office or customer-facing store, you take enquiries, confirm options within customer requirements, create bookings in reservation/GDS or supplier systems, accept payments on card terminals/EPOS, complete handovers and raise passenger-detail, payment or supplier exceptions for escalation.

Outputs to agree

• Customer booking record created or updated in the reservation, GDS or supplier booking system.
• Itinerary, ticketing and payment receipts issued and filed in customer CRM and enquiry records.
• EPOS till closure, cash/card reconciliation and stock movement or promotion adjustments recorded.
• Shift handover note with outstanding actions, missed handovers or unresolved supplier exceptions.
• Complaint, safeguarding or incident report submitted for travel operations or sales manager review.

Records and evidence

• Reservation, GDS or supplier booking entries and amendment history.
• Customer CRM enquiry record, identity and contact details relevant to bookings.
• Itinerary, ticketing, fare, payment and refund transaction records.
• EPOS till reports, card terminal transaction logs and stock adjustment notes.
• Shift handovers, missing information flags and supplier exception logs.
• Work records.

Reporting relationship

Typically reports to Line Manager or Department Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• You may confirm itinerary and booking options that fit agreed customer requirements and accepted supplier rules, operate tills and card terminals within EPOS limits, and close routine sales. Refunds, supplier exceptions, out-of-hours escalation, disputed payments, safeguarding disclosures or missing passenger-detail that affect travel documentation must be referred to the travel operations or sales manager or to ticketing, finance or customer-support teams as required.
• Obtain approval before committing expenditure, changing contractual commitments or making regulated or staffing decisions outside the assigned role.

Tools and systems

• EPOS.
• Stock systems.
• Card terminals.

Workplace context

• Office, client premises, remote systems or assigned work locations.

Contract priorities

• Keep reservation, itinerary, ticketing and payment records accurate and current.
• Perform EPOS till reconciliations, stock checks and complete shift handovers.
• Report and escalate supplier changes, cancellations, missing passenger-detail and payment disputes promptly.
• Protect customer, till, payment, stock, supplier and loss-prevention records from unauthorised access.
• Use reservation/GDS, CRM and payment systems only for authorised retail travel work.

Information the employer should prepare

• the destinations products and booking systems
• the sales targets commission and discount authority
• the payment refund and chargeback controls
• the passport visa and insurance boundaries
• the complaint disruption and emergency routes