Operating a Full-Service Travel Agency in Bangladesh: Skills & Steps

Md. Joynal Abdin
Founder & Chief Executive Officer, Trade & Investment Bangladesh (T&IB)
Executive Director, Online Training Academy (OTA)
Secretary General, Brazil Bangladesh Chamber of Commerce & Industry (BBCCI)

Operating a full-service travel agency in Bangladesh requires a blend of specialized travel expertise, customer service, and technical skills. Agencies typically handle both inbound and outbound markets (domestic tours for foreigners and international trips for Bangladeshis) as well as online bookings[1]. Below are the key skill areas, why they matter, and how to acquire each in the Bangladesh context.

1. Air Ticketing

Key Skills & Certification: Knowledge of airline schedules, fare rules, reservation systems and ticketing procedures is critical. Agents must master a Global Distribution System (GDS) (e.g. Amadeus, Travelport/Galileo, Sabre) for flight bookings[2] and understand e-ticketing. Holding an IATA (International Air Transport Association) certification or accreditation is important for issuing tickets[3].
Learning Pathways: Specialized courses teach these skills. For example, HB Aviation’s “Ticketing Professional” course covers Sabre, Galileo and Amadeus terminal operations[2]. It includes fare calculation and e‑ticket issuance. Other programs (e.g. ATAB’s Tourism Training Institute, ATTI) also provide hands-on GDS training[4][2]. Internships with airlines or travel agencies can reinforce this knowledge.
Time and Cost: These courses typically take 2–3 months. For instance, HB Aviation’s advanced course lasts about 2 months + 1 week and costs roughly 27,000 BDT[2][5]. Self-paced online courses (e.g. IATA or Udemy GDS tutorials) are also available, often for a few hundred USD.
Bangladesh Context: To use GDS terminals in Bangladesh, agencies must hold a valid trade license (to be an authorized travel agent)[6]. (HB Aviation notes “GDS ID can be arranged if you have a minimum trade license”[6].) Also, domestic carriers (Biman) use the same systems. Joining IATA’s Billing and Settlement Plan (BSP) for the region requires meeting their financial and office requirements.

2. Visa Processing

Why It Matters: Most international travel requires visas. Agents must guide clients on country-specific visa rules, required documents, embassy procedures and timelines. Expert visa handling is a core service (e.g. securing Schengen, US, Gulf visas) that distinguishes a full-service agency.
Skills to Acquire: Understanding visa regulations, application forms, and embassy interview processes is essential. Specialized “Visa Consultancy” courses cover country-by-country visa rules[7]. For example, HB Aviation’s Visa course covers major destinations (India, China, Malaysia, Gulf states, EU/Schengen, USA, etc.)[7]. Agents learn document checklist preparation, itinerary planning for visa support, and interview prep. On-the-job training at a visa handling firm or embassy liaison office can also be valuable.
Learning Pathways: In Bangladesh, institutions like HB Aviation offer visa processing programs (often combined with travel sales training). Online options include SkillPlanet visa training. Reading embassy websites (e.g. immigration.gov.bd or foreign missions’ sites) is crucial for up-to-date rules. Interning in a travel agency’s visa unit or shadowing an experienced visa consultant is a practical way to build expertise.
Time and Cost: Certificate courses typically run ~2 months. (HB Aviation’s Visa Consultancy course is 16 classes over ~2 months[8], costing about 20,000 BDT[8].) Online/self-study training can take a few weeks. Costs vary widely – local courses often fall under 30k BDT, while international diploma programs (e.g. IATA’s “Travel and Tourism” modules) can cost several hundred dollars.
Bangladesh Context: In Bangladesh, many countries (e.g. India, Malaysia, Schengen) have specific document requirements. Agents must track rules through embassy notifications or subscribe to visa alert services. Some countries require local sponsors or offline application submissions. Note that Bangladesh itself requires travel insurers or solvency proofs for outbound travelers, so agents often bundle visa and insurance advice for clients.

3. Hotel Booking & Tour Packaging

Why It Matters: Hotel reservations and tour packages add significant revenue and value. Agencies must negotiate rates with hotels (often via negotiated contracts or volume bookings) and craft competitive tour itineraries that bundle flights, hotels, guides and activities. Good packaging differentiates an agency’s offerings.
Skills to Acquire: Key skills include contract negotiation (securing room allotments or commissions from hotels), destination knowledge, and itinerary design (logistics and costing). Agents should learn to use hotel reservation systems (GDS modules for hotels or third-party tools). Understanding customer preferences (family vs. adventure vs. business travel) is also crucial. Sales and financial skills (costing a package, adding markups) are needed. IATA’s Tour Production Diploma emphasizes these skills: it teaches negotiating with vendors, creating customized tour packages, and selling hotels/cruises[9].
Learning Pathways: Tourism and hospitality programs (diplomas or university degrees in Tourism Management) cover packaging and hotel contracting. Industry workshops (e.g. Tour Operators Association seminars) also teach tour design. Short IATA/UNWTO courses on tour operations are available online. In practice, learning often comes through internships at a tour company or on-the-job mentoring. Agents can also gain real-world insight by attending Bangladesh travel expos (e.g. BTTF) and meeting hotel reps.
Time and Cost: There’s no single course timeframe; tour-planning skills develop over time. A formal course (e.g. IATA’s 4-part diploma) may span 6–12 months total and cost several thousand USD. Locally, a crash course in tour operations might last a few weeks (often under 30k BDT). Many skills improve gradually through practice, client feedback, and study of competitor packages.
Bangladesh Context: Bangladeshi agencies should focus on popular local tours (e.g. Sundarbans, Chittagong Hill Tracts, Cox’s Bazar) and know peak seasons (Eid, winter holidays). They may partner with local tour operators to handle inbound tourists. The Tour Operators Association of Bangladesh (TOAB) often shares best practices among members. (IATA notes that tour operators learn to “negotiate effectively and generate good deals” and “create inclusive-tour production” as core skills[9], which applies equally in Bangladesh.)

Operating a Full-Service Travel Agency in Bangladesh

4. Travel Insurance

Why It Matters: Travel insurance protects clients (and the agency’s reputation) from unexpected losses (medical emergencies, trip cancellations, lost luggage). Many countries require proof of insurance for visas (Schengen, Europe, etc.). Selling insurance also provides an additional service and commission.
Skills to Acquire: Agents must understand common insurance products: emergency medical coverage, trip cancellation/interruption, baggage loss, and personal liability. Familiarity with policy terms (coverage limits, exclusions) is needed to advise clients correctly. Basic insurance licensing is usually required to sell these products. In Bangladesh, this could mean taking a non-life insurance agent training (e.g. via the Bangladesh Insurance Academy) which includes modules on travel insurance. Knowledge of partnering with insurance brokers/aggregators (e.g. Carnival Assure) is also useful.
Learning Pathways: There are few specialized travel-insurance courses; instead, agents often receive training from insurance companies. For example, insurers like Green Delta offer training to their appointed agents. Some BPOs and agencies conduct in-house seminars on travel insurance. Agents can also self-study by reviewing local insurer offerings (e.g. Green Delta Travel Insurance) and global standards. Online resources (e.g. industry articles) on types of coverage (hospitalization, evacuation, etc.) are helpful[10].
Time and Cost: Generally, learning about travel insurance can be done in weeks. Formal insurance agent certification in Bangladesh (non-life insurance license) takes a few days of classes (often provided by insurers). There is no significant startup cost except for any licensing fees. Partnership arrangements typically involve commission agreements rather than up-front fees.
Bangladesh Context: Bangladesh has multiple insurers and aggregators offering travel insurance (Green Delta, Travelner, Carnival Assure, etc.[11]). Agents should choose a few reliable partners to offer clients. For visas (especially Western countries), agents must often prove insurance coverage, so packaging insurance with tour packages is common. There is a growing market, so keeping updated on new policies (e.g. coverage for pandemics) is important.

5. Customer Service and Sales

Why It Matters: Excellent customer service builds trust and repeat business in travel. Skills in sales (upselling packages, cross-selling insurance/excursions) increase revenue per client. Handling conflicts (flight delays, booking errors) calmly preserves reputation. Multilingual support broadens the customer base. In travel, word-of-mouth and reviews are critical, so service quality can make or break an agency.
Skills to Acquire: Core skills include effective communication (listening, clarifying needs), sales techniques, and problem-solving. Travel agencies benefit from training in hospitality or tourism customer service (for example, courses by ATAB’s training institute or hospitality schools). Conflict resolution and complaint handling methods (empathy, finding solutions) should be practiced. Foreign-language skills (English is a must; Arabic, Chinese, Hindi, etc. are beneficial for certain markets) enhance service. Familiarity with travel jargon (PNR, fare basis) helps in clear communication.
Learning Pathways: Agencies often conduct internal training on customer handling. Short courses in sales and communication (local BPO training centers, online platforms) can sharpen these skills. Some vocational institutes in Dhaka/Sylhet offer tourism customer service certificates. IATA’s courses also emphasize customer service and loyalty[12]. Shadowing a senior agent or practicing with role-playing is very effective.
Time and Cost: Improving customer service is ongoing. A dedicated workshop or course may last a few days. Online “customer service essentials” courses can cost ~3000–5000 BDT and take a week. Language courses (e.g. English, Arabic) vary by provider. Most improvement comes with experience and feedback loops (e.g. reviewing customer complaints).
Bangladesh Context: Bangladeshi agents should be sensitive to local culture and language; Bengali fluency is required, and English proficiency is important for international clients. Agencies serving religious tourism (Hajj/Umrah) often train staff in basic Arabic etiquette. Given Bangladesh’s growing IT outsourcing sector, staff with call-center experience may adapt well to travel customer service. Trainers like HB Aviation also include travel-specific soft-skills in their programs[13].

6. Technology and Online Operations

Why It Matters: A strong online presence and efficient systems are vital today. Agencies need user-friendly websites/apps for bookings, and must appear in online searches (SEO) to attract customers. They also need reliable booking software (for flights, hotels, tours) and payment systems. Good technology reduces manual work and expands reach beyond the physical office.
Skills to Acquire: Key areas include website content management, online booking platforms, digital marketing, and basic IT. Agents should learn how to use travel CRM/booking software (e.g. Sabre Red Workspace or Amadeus Selling Platform) and GDS interfaces that provide airline and hotel inventory. SEO and social media marketing skills help drive bookings[14]. Familiarity with secure payment gateways (bKash, SSL commerce) is needed for online payments. Data security and online customer support tools (chatbots, email) are also important.
Learning Pathways: Digital marketing courses (offered by local institutes or online – e.g. Google’s free courses, Udemy) can teach SEO and social media strategy. Web development and UX design classes help with site/app management. Some agencies hire dedicated IT staff or outsource web design (a basic travel website can be built for as low as ~$200–300[15]). For booking systems, the IATA BSP web portal and airline extranet training resources explain how to enter bookings. Payment gateway providers (bkash, SSL Commerz) offer integration documentation and support.
Time and Cost: Setting up a basic travel website with booking plugins might take 1–2 months (development + content). A professional site can cost a few thousand USD (or under 50k BDT using local developers). SEO/marketing skills require several weeks of focused learning; many free resources exist. Implementing an online booking engine (via GDS) generally requires a registered travel agency and training on that system.
Bangladesh Context: Local digital marketing firms (e.g. Khan IT, Best SEO Agency BD) advertise packages for travel clients. Payment integration must support local options (bKash, Nagad, bank transfers). The Bangladesh Telecommunication Regulatory Commission requires user data protection for online businesses. Additionally, agencies should register a country-specific domain (e.g. .bd) and consider mobile responsiveness, as many customers browse on smartphones.

B2B Matchmaking

7. Regulatory and Licensing Requirements

Why It Matters: Travel agencies in Bangladesh must comply with laws to operate legally. Proper licensing ensures trust and access to industry privileges (like GDS access or IATA codes). Non-compliance can lead to fines or shutdown. Compliance also reassures clients and partners that the agency is reputable.
Steps to Acquire License: The agency must first legally form a business (sole proprietorship, partnership, or company) and register with Bangladesh’s Registrar of Joint Stock Companies (RJSC)[16]. Next, obtain a trade license for “tour operator/agent” from the city corporation/municipality. Then apply to the Ministry of Civil Aviation & Tourism (MoCAT) for a Travel Agency License under the Tour Operators & Travel Agents Act. Required documents include: minimum capital (solvency) of BDT 500,000 bank guarantee, office lease deed (≥200 sq.ft), TIN/VAT registration, and CVs of at least two experienced staff[17][3].
Time and Cost: The government license process is mainly manual and can take several months (often 3–6 months)[18][19]. The official fee for a travel agency license is around BDT 30,000–40,000[18], though total setup costs (legal fees, office, etc.) are higher. Annual renewals and any VAT compliance add to recurring costs. Failure to get the correct tourism license can be a common pitfall, so careful adherence to MoCAT’s checklist is advised[3].
Bangladesh Specifics: In Bangladesh, joining industry associations is encouraged. The Association of Travel Agents of Bangladesh (ATAB) and Tour Operators Association of Bangladesh (TOAB) are major bodies. Membership is not mandatory for licensing, but it provides networking and credibility[3][20]. For example, MoCAT requires tourism board approval for tour operators. Commercial offices (not residential) are required. Additionally, Dhaka Metropolitan Development Authority (DMDA) zoning rules may affect where agencies can locate offices. Agencies often need to register for VAT (if turnover permits) and open escrow accounts as per central bank guidelines.

8. Ongoing Professional Development

Why It Matters: The travel industry evolves rapidly (new destinations, regulations, technology). Continuous learning keeps agents competitive. Networking with peers and updates on industry trends help improve services and uncover new opportunities. Clients also expect agents to have up-to-date knowledge (e.g. latest airline rules, visa changes, safety advisories).
Learning Channels: Join and attend industry events. In Bangladesh, the Bangladesh Travel & Tourism Fair (BTTF) – organized by TOAB – is a premier annual expo that showcases airlines, hotels and tours from around 12 countries[21]. Workshops and seminars by ATAB, ATTI or tourism boards offer training on topics like e-Ticketing, tour logistics, and digital marketing. Online webinars (IATA Academy, UNWTO webinars) and global conferences (e.g. ITB Berlin, WTM London) are also valuable. Professional certifications (IATA diplomas, Google Digital Marketing credentials) add credibility.
Time and Cost: Trade fairs and workshops are usually 1–3 days each; travel costs apply if held abroad. Association memberships (ATAB, TOAB) have annual fees (often under 50k BDT). Short courses (e.g. online updates, one-day workshops) range from free to a few thousand BDT. Agents should allocate a portion of yearly budget/time to training and travel (for expos) – typically a few percent of revenue.
Bangladesh Context: The 13th BTTF 2025 (Oct 2025) is one example of an event that agencies attend to build partnerships and learn market trends[21]. ATAB’s training wing (ATTI) conducts regular courses using real GDS systems[4]. Institutes like HB Aviation host annual career summits and award ceremonies to honor excellence and share knowledge in tourism. Keeping ATAB membership active is beneficial, as they provide newsletters and notices on regulatory changes. In short, Bangladeshi travel professionals stay current by engaging with local associations, attending fairs, and pursuing globally recognized certifications[21][4].