SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Handle rail passenger computerised reservations 
SAQA US ID UNIT STANDARD TITLE
117737  Handle rail passenger computerised reservations 
ORIGINATOR
SGB Rail and Pipeline Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
A learner credited with this unit standard will be able to handle rail passenger reservations.

The skills, knowledge and understanding demonstrated within this unit standard are essential for proper reservations and good customer care. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Sell rail passenger tickets
  • Satisfy customer needs
  • Demonstrate cultural awareness 

  • UNIT STANDARD RANGE 
    The level assigned to this standard is appropriate because performance must be carried out -
  • under different weather conditions;
  • during day and night time;
  • within a specified time span; and
  • in different station environments.

    This standard excludes:
  • Handle rail passenger luggage.
  • Handling of claims.

    This standard includes:
  • Sell rail passenger tickets.
  • Motor vehicle reservations. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate an understanding of the relevant services and facilities. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The interrelationship between different transport sectors and how they relate to reservations is described. 

    ASSESSMENT CRITERION 2 
    The reasons for quickly and accurately dealing with customers making reservations are explained. 

    ASSESSMENT CRITERION 3 
    Ways of dealing with power failures and booking errors are explained. 

    SPECIFIC OUTCOME 2 
    Use and update the reservation system in accordance with organisational procedures. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The importance of accurately answering enquires regarding costs and other product features is explained. 

    ASSESSMENT CRITERION 2 
    Customer history is checked and this information is used to assist in making the reservation, e.g. for walking the extra mile for the regular customers. 

    ASSESSMENT CRITERION 3 
    The reservation is correctly made in accordance with company specific procedures. 

    ASSESSMENT CRITERION 4 
    Customer payment details are recorded accurately and correctly in accordance with company specific instructions and procedures. 

    ASSESSMENT CRITERION 5 
    Special requests are recorded clearly and accurately and the importance of doing this for the organisation is explained, e.g. transport arrangements of passenger's vehicles. 

    ASSESSMENT CRITERION 6 
    Completed reservations are filed correctly in accordance with company specific procedures. 

    ASSESSMENT CRITERION 7 
    The reasons for recording cancellations and amendments to reservations accurately are explained. 

    ASSESSMENT CRITERION 8 
    The importance of advising departments and colleagues of specific customer requirements is explained. 

    SPECIFIC OUTCOME 3 
    Distribute updated and final train reservation lists. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Reservation lists are updated. 

    ASSESSMENT CRITERION 2 
    Reservation lists are finalised according to placement instructions, e.g. different classes, etc. 

    ASSESSMENT CRITERION 3 
    Reservation lists and train plans are printed. 

    ASSESSMENT CRITERION 4 
    Reservation lists and train plans are distributed according to operational requirements, e.g. for train manager, platform distribution, etc. 

    SPECIFIC OUTCOME 4 
    Determine train compilation that conforms to reservation needs. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The compilation needs are determined according to reservation needs, e.g. the amount of various accommodation coaches necessary to accommodate passengers. 

    ASSESSMENT CRITERION 2 
    Compilation needs are communicated to the relevant role player(s), e.g. the shunting yard/operating, telephonically, in writing or in computerised format. 

    ASSESSMENT CRITERION 3 
    Feedback information from the shunting yard/operating is obtained regarding the supply of necessary coaches and trucks for conveyance of motor vehicles. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. An individual wishing to be assessed against this standard may apply to an assessment agency, assessor or provided institution that has been accredited by the relevant ETQA.
    2. A learner specialising in Rail Passenger Services through this elective standard will be assessed by an assessor who has been certified as competent against the National Certificate in Rail Passenger Services at NQF level 3. (which must include this standard).
    3. Any assessor and training provider must ensure that the relevant company-specific procedures/rules are used as reference material when designing courseware, assessment or when selecting pre-designed assessments.
    4. Anyone assessing a learner against this standard must be registered as an assessor with the relevant TRANSPORT SETA - ETQA.
    5. Any institution offering learning that will enable achievement of this standard must be registered and accredited as a provider at SAQA.
    6. Moderation of assessment will be done by the relevant ETQA as prescribed. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners can understand and explain/apply:

    1. Relevant sections of Act 85
    2. Operational instructions of the computerised reservation system, e.g. BUSRES
    3. Company-specific policies and procedures for travel agents
    4. Company-specific policies and procedures when handling reservations
    5. Company-specific policies and procedures for handling motor vehicle reservations/tariffs
    6. Company-specific instructions when selling tickets also to travel agents
    7. Company-specific instructions when cancellations are made (refund instructions included)
    8. Compilation and distribution of documentation regarding reservations
    9. Loading procedure and profiles for the transport of motor vehicles 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    Show an awareness of the importance of effective learning strategies, responsible citizenship, cultural sensitivity, education and career opportunities and entrepreneurial abilities.

    Learners have acquired the generic ability to show an awareness of the importance of effective learning strategies, responsible citizenship, cultural sensitivity when reservations are made. 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems by using critical and creative thinking.
    Learners have acquired the generic ability to identify and solve problems by using critical and creative thinking when giving information about train movements to passengers, and to sell tickets that correspond with reservations made. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in a team, group, organisation and community.
    Learners have acquired the generic ability to work effectively with others in a team, group, organisation and community to conform to client needs when handling reservations. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.
    Learners have acquired the generic ability to collect, analyse, organise and critically evaluate information when making reservations for groups and various junction train reservations. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
    Learners have acquired the generic ability to communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation when determining the placements of passengers on the reservation system. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand that the world is a set of related systems. This means that problem-solving contexts do not exist in isolation.
    Learners have acquired the generic ability to understand that the world is a set of related systems when handling rail passenger reservations. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Assessment process

    When conducting assessment, assessors must ensure that they are familiar with the full text of the unit standards being assessed.

    They must ensure that assessment covers the specific outcomes, critical cross-field outcomes and essential embedded knowledge.

    Each environment/situation will be different, it will be necessary to develop assessment activities and tools, which are appropriate to the context in which the assessment will take place. (Example: ticket officers or reservation office or cashier or train manager)

    Method of assessment

    During formal training at the provider:
    1. Written tests
    2. Case studies
    3. Simulation

    During on-the-job training:
    1. Oral test
    2. Observations
    3. Case studies

    Integrated final on-the-job assessment:
    1. Observation
    2. Oral tests
    3. Case studies

    In the Rail Passenger Services environment it will be more effective to assess a number of unit standards together and the assessor must evaluate each assessment request to determine the grouping of the standards for assessment.

    The assessment must integrate a number of different methods. (Example: Only one type of ticket, or a combination of ticket upgrades, or reservation requests and cash handling procedures. Train arrival/departure times and platforms as well as luggage requests) This will give the assessor reliable and valid proof of competence and evidence of required attitudes and skills.

    The integrated assessment must take place in the environment where the learner will work independently on completion of final assessment and the assessment certification must be endorsed accordingly.

    Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience may serve to supplement the assessment of applied competence. The portfolio should include, inter alia:
    1. Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner.
    2. Relevant certificates or awards.
    3. Previous assessment records.
    4. Journal (Logbook).

    Values

    In addition, the following values should be demonstrated:
  • Safety awareness
  • Friendliness
  • Initiative
  • Effectiveness
  • Trustworthiness
  • Honesty
  • Approachability
  • Sobriety
  • Respectfulness

    Supplementary information

    Handling reservations means during normal and abnormal circumstances - power failures, etc.
  • Structured learning-16 hours
  • Self-study- 4 hours
  • Practical- 5 hours
  • On-the-job training-10 hours
  • Assessment- 5 hours
    Total hours-40 hours

    Total Credits-4 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  49236   National Certificate: Rail Transport Passenger Services  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  TETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. PRODIGY BUSINESS SERVICES (PTY) LTD 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.