Steve Gillick, CTM
The Canadian Institute of Travel Counsellors
Certification is offered everywhere these days, so no wonder there is such confusion! You can take a 10-minute online webinar and become a certified destination specialist (although I really would not bank my career opportunities on that one); you can be a certified travel counsellor, a certified cruise specialist; you can be certified as passing the TICO exam in Ontario or the OPC exam in Quebec, and if you tried to attain all the certifications possible, then you would most likely be labeled as “certifiable” (that’s an older term for ‘insane’ ) LOL.
The best way to resolve these questions is through a brief Certification ‘Primer”.
CTC and CTM: the National Certification Programs
In Canada’s travel industry, individuals can become a Certified Travel Counsellor (CTC) or a Certified Travel Manager (CTM). These programs are national in scope—meaning that they are valid throughout the country. Each program is based on national standards determined respectively for the occupation of travel counsellor or travel manager. These standards are developed by the Canadian Tourism Human Resource Council (CTHRC) with the support of CITC (the Canadian Institute of Travel Counsellors).
Standards are set through a series of national focus groups in various regions, comprised of a variety of stakeholders including educators, leisure and corporate travel counsellors, owners, managers, trainers and suppliers. The standards define the basic skills required to successfully perform the jobs of travel counsellor and travel manager. Standards are reviewed, revised, updated or discarded every 3-5 years, so that they reflect the current skill environment for the profession. So to give just one example: in the ‘old’ days there were fairly uniform baggage rules for every airline, usually 2 pieces of checked luggage. Nowadays each airline has its own rules and regulations. The standard that covers the knowledge of baggage rules has therefore been revised to reflect this change.
While it is a bit confusing that CITC confers the CTC designation, the proper way to refer to the designation is in fact “ I am a CTC” and not “I have the CITC” (As a matter of note, CITC owns the trademarks “CTC” and “CTM” in Canada as they pertain to travel industry professional designations).
The ONLY way to acquire the CTC or CTM is to register and pass the various evaluations associated with each program and then to pay annual professional dues to CITC to maintain use of the designation. There is no other way to acquire the CTC or CTM. Certification information is available at www.citc.ca/en/certification.
TICO Certification
The Travel Industry Council of Ontario regulates the industry in Ontario and enforces the provincial legislation that mandates that every person who sells or advises consumers about travel products and services must pass the TICO Travel Counsellor Exam. There is also a Supervisor/Manager Exam.
TICO has contracted CITC to administer these exams and herein lies some confusion. When someone passes one or both of the TICO exams, they are formally “TICO –Compliant”. Some people get confused for two reasons:
1) TICO refers to the program as being ‘certified” to sell travel
2) CITC administers the program under contract with TICO
So some travel professionals, believe, upon passing the TICO travel counsellor exam that they are now CTC. They are NOT. They are TICO-compliant and that is all. And some travel professionals who pass the TICO Supervisor/Manager Exam believe they are now CTM. They are NOT. They are TICO-compliant and that is all.
TICO compliance requires an understanding of Ontario provincial legislation, as reflected in the Travel Industry Act 2002 and Ontario Regulation 26/05. National certification (CTC/CTM) requires knowledge of the nationally determined skill sets required to perform the duties of a travel professional. www.citc.ca/ticoexam
OPC Certification
Similar in nature to Ontario’s TICO exam, the Office de la Protection du Consommateur (OPC) has a mandatory provincial exam requirement. The passing of the OPC exam means that travel professionals are OPC-compliant. They are not Certified Travel Counsellors or CTCs. If anything those who pass the provincial requirement can refer to themselves as an OPC-certified travel counsellor but the OPC must be mentioned to qualify what kind of certification has been earned. If the OPC is dropped from the title, then the travel professional in question may be misleading the public and industry. http://www.opc.gouv.qc.ca/
CLIA certification
Cruise Lines International Association (CLIA) has offered cruise-specific designations for many years. The programs, based on rigorous cruise knowledge and experience include the ACC (Accredited Cruise Counsellor); MCC (Master Cruise Counsellor); ECC (Elite Cruise Counsellor); ECCS (Elite Cruise Counsellor Scholar, and the new LCS (Luxury Cruise Specialist). Many travel professionals who have earned the CTC or CTM designation, have also earned a cruise specialist designation and it is not unusual to see both marks of distinction on a business card or letterhead, for example, Josephine Smith CTC, MCC. http://www.cruising.org/
Specialist Certification
Many organizations and some associations offer Destination and Lifestyle specialist programs. When someone passes the evaluation (a test, Exam or assignment) after studying the program material, they can become a specialist, eg Alaska Specialist or Wedding Specialist. However only after the specialist acquires a level of experience defined by the specific course, can that person properly earn the right to use “Certified Alaska Specialist” or “Certified Wedding Specialist”. In other words, the use of the word “certified” should not be used casually or in a flippant fashion. This is earned through experience and education. There are usually no initials that accompany these types of designations, but again, becoming a Certified destination specialist does not mean you are a CTC. The CTC and CTM must be earned through Canada’s travel industry certification programs. www.citc.ca/en/certification
For questions about certification or to confirm the status of your own or a colleague’s certification, please contact members@citc.ca
We rarely hear of the behind-the-scenes customer service heroics of Certified Travel Counsellors during major travel disruptions. The world focuses on cancelled flights and long waiting times in airports. The press hones in on sound bites from travellers who endured sleeping on cold airport floors, being put on hold for hours on the telephone, and unexpected travel detours.
So when Eyjafjallajokull (aka "Kick-Ash" Volcano) erupted in Iceland, the ash cloud spread throughout Western Europe and then the Gulf Stream brought it to the northeast coast of North America. Some 95,000 flights were cancelled, causing chaos, backlogs and a lot of bewildered passengers asking “what are we supposed to do now?”
What were our CTCs doing?
Well...
Carol Campbell CTC (Certified Travel Counsellor) of Uniglobe Travel in Gravenhurst, Ontario said "I had five clients stuck in Norway, England and France. Using my skills and our airline reservation system, which shows the availability of just about every airline in the world, I was able to get every one of my clients home on the day that flights resumed. Otherwise they would have all been victimized by the huge backlog that resulted from all the cancelled flights. My colleagues and I worked all weekend and all hours of the day and night to keep their flights updated, as well as rebooking hotels, car rentals and rail tickets. Getting clients home in any emergency situation is an art. The airlines have demonstrated that they cannot handle these ‘crisis’ situations. A travel professional can.”
Czarina Alikhan CTC works for another Uniglobe office in Saskatoon, Saskatchewan. She arranged telephone connections from Europe to allow her clients to contact the agency or the emergency call centre. Czarina also contacted the client’s travel insurance provider to update them on the situation. While the clients were in airline limbo—not knowing if their flight was cancelled or not-- Czarina arranged accommodations, and when the skies were declared safe for air traffic, she booked flights. Czarina proudly stated that “most of all, I was able to give my clients the reassurance that someone back home was working hard to get them back quickly and safely”.
Kathleen Warren CTM (Certified Travel Manager) of Allison’s Travel in Windsor, Ontario, had seven clients booked to visit Italy, including hotel and car rental. She and her staff checked flights all day until they finally were able to rebook all the passengers. When the rebooked flights were cancelled, she arranged immediate refunds. She repeated this service for other clients with destinations all over the world. Kathleen reassured her clients with regular updates. The clients did not have to sit on hold for hours on end to resolve their situation.
Whenever money, time, comfort, safety, peace of mind and enjoyment of the travel experience are priorities for travellers, a certified travel counsellor is the time-after-time, proven solution.
Find these Certified professionals and many others in Canada’s Directory of Certified Travel Professionals, may be found at www.citc.ca/en/directory.
The sudden announcement of the closure of GoTravelSouth.com and the likelihood that many passengers will be greatly inconvenienced by having their holiday plans dashed, brings to the fore the need for consumers to book with a certified travel professional. The ‘do-it-yourself’, happy garden gnome days of travel are fading into the sunset as more consumers research on the internet but then go to certified travel professional for travel advice and counsel, and to make their travel purchases.
Certified Travel Counsellors and Managers are entitled to display the “CTC” or “CTM” after their name, to announce their credential to their clients. They know that travellers come in all shapes and sizes. They know that some people cringe at the very thought of travel and that those consumers need information, advice and personal attention to ease their discomfort. Certified professionals also know that some consumers wholeheartedly embrace the challenge of discovery, activity, education and adventure, yet they still need personal attention and experienced advice in booking their travels. No matter which category of traveller you fall under, you need to feel comfortable and safe. A Certified Travel Counsellor is the perfect resource to provide you with sound advice and, if you will, a security blanket for your travels. Here are some ideas to ponder:
Travelling in Troubled Times.
You pick up a newspaper and read about political events, natural disasters, pickpockets, medical concerns and you wonder where it is actually safe to travel these days. A certified professional is equipped to provide you with the latest information about a destination and, if you choose to travel there, what advice or precautions you might wish to consider before your departure. This may include suggesting the appropriate type of travel insurance to set your mind at ease should anything affect your vacation, your baggage or your health.
Personal Contact.
The Internet is a great source of information but it fails in one major area of consumer need: personal attention. If something happens on your vacation, you want to speak to the individual who booked your travel and you want an immediate resolution of any issues that affect the enjoyment of your holiday. It is not unusual at all for a certified professional to provide you with a 24 hour emergency number to call and it is also not unusual in circumstances where airlines have gone bankrupt, for that same travel professional to have re-booked your holiday on another airline before you even know that a problem existed.
Areas within your Comfort Sphere.
In times of trouble, many tour operators and cruise lines will adjust their itineraries to take advantage of destinations that are relatively safe. For Canadians this may include the Caribbean, Mexico, Alaska and the Pacific. A certified professional determines your needs and concerns and then is able to recommend options for you to consider. This is what travel ‘counselling’ is all about. The internet does not counsel. It is built to book whatever you tell it to do, whether you think it is good for you or not. The internet will not suggest alternatives that are in your interest. A professional, will.
Cancellation policies.
When you book travel, ask your Certified Travel Counsellor about airline cancellation policies. There may be an option to upgrade to the next ticket level at a minimal cost, to ensure that the ticket is refundable. If "something happens' and you have a non-refundable ticket, will the airline allow you some flexibility? Will the cruise line? Remember that this is information a certified travel professional will provide. If you book on your own—you are left on to find answers to these questions. .
Realistic Expectations.
For those who are apprehensive about travel in this day and age of increased security checks, more detailed information requirements on immigration forms, and long, long line-ups, your security blanket is a certified travel professional. They can walk you through the airport procedure; tell you exactly what will happen, what kind of questions you will be asked, what kind of items you should leave in your checked baggage and the number and weight of bags you are allowed to take on board. In other words, they will make sure you arrive prepared. When US immigration screening at Canadian airports can take from 15 minutes-to 2 hours, you can avoid a lot of frustration by having the advice of a travel expert on your side.
The joy of travel is based on relaxation, getting out of your regular routine and doing something different, energizing and stress-free. If one of these components is not in place, then your entire trip could be jeopardized. Play it safe…talk to a certified travel professional about your ideas and your concerns. They in turn will provide you with counsel and advice about realistic options. This is their full time professional occupation. When you spend a lot of time and energy on your travel dreams, it is nice to have them wrapped in a security blanket--that is--good advice from a professional in the know.
