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Why did ARC create the CAS program?
ARC created the CAS program based upon advice from travel agents who had difficulties in finding experienced personnel as well as the ever-increasing automation in the industry. ARC created the CAS based upon a survey of travel agents conducted in January 1997. Over 70% of the respondents recommended that ARC create a certification/accreditation program that would raise the level of professionalism and integrity in the travel industry, and reflect the current marketplace. ARC then enlisted the aid of industry representatives from all areas including airlines, travel agents, travel agent organizations (e.g., ARTA & ASTA), and individual agents. Additional information is available in Document 20 on the Web site or faxback service (1-800-811-1608).
What benefits can I realize from the CAS program?
First, a CAS qualifier can be much easier and quicker to obtain than finding a Ticketing Qualifier (TQ). A ticketing qualifier must have at least one year's experience in ticketing, verifiable by ARC, within the past three years, and provide a Personal History Form. A CAS qualifier need only pass the exam and provide a Personal History Form to ARC for verification. The CAS is not based on experience like the TQ; the CAS is based on demonstrated knowledge of ARC-related functions like ticket security and sales reporting.
Second, having someone knowledgeable about ARC-related functions on your staff will help reduce or eliminate problems like debit memos and unreported sales. The increased security awareness reduces risk of financial loss due to liability for not following ARC's ticket security rules in the event of a theft of ticket stock. As you know, full compliance with ARC's Ticket Security Rules (Attachment B, Section 80, Industry Agents' Handbook) relieves you of liability for the use of stolen ticket stock.
How do I apply for the CAS Program?
To become a CAS, you must take, and pass, the CAS test. We have several ways for you to accomplish this. In the Agency Forms page, Form Catalogue, you can check out documents in the CAS Program area. All are self-explanatory, but you should start with Document 20 our Candidate Information Brochure. Training and/or testing will require at least Document 21, which covers ARC Training and Testing Sessions and Prometric (Sylvan) testing sessions. ARC Locations are provided in Document 22, and Prometric/Sylvan locations are in Document 25. Internet Based Training is also available (Document 27) and we also offer Training Videos and a Study Guide (Document 29). You will also need to download Document 26, the question and answer pool for the test. One of the training and/or testing options will be right for you, so please look the documents over carefully. Once you've decided how you want to accomplish the test, please follow the instructions in the application document and USE THE CHECKLIST provided!
Is a CAS Qualifier required for existing agency locations?
No. The CAS is not required for existing agency locations. You may replace your Ticketing Qualifier (TQ) with either another TQ or a CAS Qualifier if the TQ should happen to leave your employ.
Is a CAS Qualifier required for new agency locations?
Yes. The CAS has been required for all new locations seeking approval since July 1, 1999. The new locations include new entities, corporate travel departments, home offices, branch locations (including on-sites) and Type II and V ownership changes.
How do I become a CAS Qualifier?
The first step is to pass the exam! After passing the exam, you must then submit your Personal History Form to ARC's Accreditation Department for verification and approval. Please don't send your PHF to the Training Department. Once approved, you may qualify ONE agency location. If you move to another location, you must apply to qualify that new location.
Can I qualify more than one location?
No, you may not qualify more than one location at a time. To be a qualifier, ticketing or CAS, requires you to be a FULL TIME employee of the Agent at the location specified.
How do I notify ARC of a change in employment?
The CAS program requires you, the CAS, to report any change in employment within 45 days of the change. This requirement does not apply to you if you are only changing jobs within the same agency, unless you were the qualifier and are being replaced by someone else. The easiest way to give us the required notification is to email us at cas@arccorp.com or fax us at (703) 816-8043 with the pertinent information (name, social security number, old agency address, new agency address, new phone number, anything else you feel is important - please sign the document if you fax it to us). We'll make the necessary change in our database.
Do I really have to take the test again in 4 years?
Yes, you are required to re-take the entire CAS exam within 4 years from the date you first passed the test. That means that you must complete the exam successfully BEFORE the expiration date on your certificate, which appears below your picture in YYMMDD format.
How much time should I allow myself to test for recertification?
Give yourself at least one (1) month to test before your certificate expires. That way, if things don't work out the way you anticipated, you will still have time to test again before your certificate expires.
What happens if I don't take and pass the test before the expiration date on my certificate?
Please read over Section 21 of the Industry Agents' Handbook again to review the possible consequences of not being recertified in a timely manner.
Why did you raise the testing and training prices?
ARC has held the line on price increases in the CAS program for over 4 years despite the ever-increasing costs of renting hotel meeting space, catering costs, and travel expenses. As with any business, we cannot continue to operate at a loss and remain viable, so we have finally raised prices to a level that is a bit more comparable with those charged by other training organizations, but still significantly below them.
Can I transfer from a class or testing session under the old pricing plan to a session under the new pricing plan?
Yes you can do this. The transfer will not be free, though. You will be required to pay the $50.00 difference between the old price and the new price. Any transfer(s) after that will incur the $35.00 transfer fee.
What is the test format?
The CAS test format has changed significantly since the program was first introduced in 1998. For all tests on or after June 28, 2002, the test will be "closed book" meaning that the Industry Agents' Handbook (IAH) will no longer be provided to CAS test candidates. All questions either come directly from the IAH or are based on information contained therein. Currently, all questions are multiple-choice; however, this is subject to change without notice. The major change for testing on or after June 28, 2002, is that all questions and answers that may appear on the CAS examination are now available online. Document 20, the CAS Candidate Information Brochure, provides program background, IAH study sections. Document 26 on the Web site contains the all-important question pool. The question pool (Document 26) IS NOT available from the faxback service.
To apply for training and/or testing from ARC, and testing-only from Prometric (Sylvan), you need to fill out Document 21; please remember to include the correct payment amount. If you take the test from ARC (Locations: Document 22) you'll be given a paper and pencil test, using a mark-sense form like high school (Oh My!). If you take the test at a Prometric (Sylvan) Test Center (Locations: Document 25), you will be given the test on a computer. You are strongly urged to complete the Prometric (Sylvan) computer-based tutorial before starting the exam.
Why can't I call Prometric (Sylvan) directly to schedule my test?
ARC provides a toll-free number to call Prometric (Sylvan) directly AFTER we receive your application to take the exam. We must send an eligibility file or notice to tell Prometric (Sylvan) that you are allowed to take the test. You cannot just walk into a Prometric (Sylvan) site and take the exam because they will not be expecting you. We also must send you a confirmation letter giving you the 800-number(s) to call to schedule your test. You should receive the confirmation letter within about 3 weeks of sending us your application; if you don't receive this letter in a timely manner, please call us at (703) 816-8523/5115 - don't wait for months before contacting us as some folks have done! You MUST receive your confirmation letter so that you can present it to Sylvan when you go to take the CAS test - This is an IMPORTANT document!
Is the test available over the Internet?
No. The Internet doesn't yet provide adequate security for the test. The biggest issue is making absolutely certain that the person taking the test is actually who they say they are! For example, how can you prove that you are actually the person sitting at your computer console and not someone who has access to your computer? Difficult, isn't it?
How much time do I get for the test?
The questions vary from test to test as a means of keeping the test current and to help maintain test security and integrity. The CAS test always gives you at least 1.0 minutes per question, which gives you the same time as the 1.0 minutes normally allowed in a multiple-choice exam. For example, the current 90-question test allows you 90 minutes for completion; this time allotment does not include any administrative needs. At Prometric (Sylvan), for example, you are allowed up to 20 minutes to complete the tutorial, which doesn't count against your test time. The time allowed for the CAS exam, and the per-question time allowance, are subject to change without notice.
What is the passing score?
The minimum score required to pass the CAS exam is 70%.
How do I find out my test results?
If you took the test with ARC your test results will be posted on ARC's Web site at www.arccorp.com in either the "Agency Forms" (Look here first) or "CAS Information" pages. You'll want Document 24, which is also available from ARC's faxback service at 1-800-811-1608. Test results are usually available within 10 business days after you have taken the test. If you passed the exam, the last four digits of your Social Security Number (SSN) will be shown, and you can expect to receive your certificate in 2-3 weeks. If you didn't pass the exam, the last four digits of your SSN will not appear, and you will receive a Strength/Weakness report from ARC in about 2-3 weeks that will help you prepare to re-take the test.
If you took the test at a Prometric (Sylvan) Test Center, you will be given your results (pass/fail) as you leave the testing room. If you passed, your certificate will follow in 2-3 weeks. If you failed, you will receive a letter from ARC explaining how to go about retaking the exam.
Why can't I find out my test score if I pass the test?
To reduce the possibility of compromising the test, and to maintain the highest level of integrity possible, we don't tell you your score if you passed. Along this line, we also use different versions of the test to preclude cheating during the test itself. These different versions may have the same questions, but the questions will be scrambled between versions. That way, if someone remembers the answers to questions 1 through 10, they will be different questions than 1 through 10 for someone else.
Another reason test scores aren't provided if you pass is to keep personnel decisions at your office from being made based on how well you did on the exam instead of whether you passed or not. Imagine losing a promotion because you scored 1 point lower than the person promoted! If you both passed the test, then the promotion decision must be made on other, more pertinent, information.
If I fail the exam, do I get to retake it for free?
No. If you fail the exam, you will have to pay the testing fee for the chosen testing venue and submit a new CAS application. Please make sure you include the correct payment for the testing and/or training venue desired - See common registration problems at the end of these FAQ.
If I fail the exam, how do I re-apply?
You must submit a new application to ARC for the test location desired. ARC requires a new application (including new photos) because your old application has been marked "Failed" and has been archived. We need to keep your registration information accurate and up-to-date, ensuring that we are always working with the latest data. The new application (including photos) accomplishes this goal.
If I've been in the industry for years, do I need to study for the CAS test?
Yes, definitely! Even though you may "know this stuff cold" you should still review the sections of the Industry Agents' Handbook to determine where to find information during the exam. You might also be surprised by all of the changes in the industry since you first learned the ropes.
Is the test as difficult as I've heard?
Not knowing what you've heard it's hard to answer this question. The test is difficult because it tests your knowledge of a very large portion (about 85%!) of the Industry Agents' Handbook. The best strategy on the test is to go through it one time very quickly and answer all of the questions you can WITHOUT spending a lot of time on any single item. Then go back through the test again using the remaining time on those more-difficult questions.
What should I study for the exam?
The only references that you need to study for the exam are the Industry Agents' Handbook and the CAS Questions and Answers. Document 20 from the Website or faxback service gives you the list of handbook sections covered in the test, as well as 10 sample questions. Document 26 from the Website provides the CAS test question pool. You are not tested on the material contained in the handbook supplement(s), nor will any question appear on the exam that is not in the test question pool in Document 26. The question pool is very large for a reason - it will help you learn the material while also making it difficult for you to memorize the questions and answers.
Is the test offered in any language other than English?
No, the exam is offered in English for a couple of reasons. First, the Industry Agents' Handbook is in English and is the primary reference for the test along with the published question/answer pool. Second, the Agent Reporting Agreement, the actual contract between the Agent and ARC, is also in English.
Is training REQUIRED?
No. Training is OPTIONAL unless you fail the test twice. In other words, you can challenge the exam without the need for taking training, but you should devote some time to serious study of the Industry Agents' Handbook.
If I fail the test twice, do I have to attend ARC training?
No. Any form of training is acceptable as long as you can provide proof of satisfactory completion. For example, if you have an internal training program, a letter from your training manager would suffice.
How long do I have to wait before I can take the test again?
If you fail the CAS test, you have to wait 2 weeks before you are allowed to take the test again, giving you time to get another application together and to study for the test using the Strength/Weakness report you received. This time restriction is necessary for security reasons as well.
If I fail the exam, how do I re-apply?
You must submit a new application to ARC for the test location desired. ARC requires a new application (including new photos) because your old application has been marked "Failed" and has been archived. We need to keep your registration information accurate and up-to-date, ensuring that we are always working with the latest data. The new application (including photos) accomplishes this goal. You DO NOT have to wait the 2 weeks before sending in your application. We will take care of the waiting period by adjusting your eligibility date for another test.
Please make sure you download the latest, correct version of the CAS application from our Website when you re-apply. Please note that we WILL NOT accept outdated applications - outdated applications will be returned to you for submission of the correct version of the CAS application.
What training options are available?
ARC currently has six (6) training options available to CAS candidates:
Classroom training in either 2 1/2 or 3 1/2 day formats. Check Document 22 for dates and locations.
Question Pool - Available for FREE online (Document 26) or you can purchase a paper copy using Document 29 to order.
Question Pool Study Guide - Document 29 to order (Copyrighted material).
On-site training at your location - Contact the training department for a price quote.
What is the difference between the Question Pool and the Question Pool Study Guide?
The Question Pool contains all of the questions and answers that may appear on the CAS Test. It is Document 26 and is available as a free download from ARC's Website. You may also order a paper copy of the Question Pool (for a fee!) using Document 29 if you don't want to print it out yourself.
The Question Pool Study Guide contains the same questions and answers as the Question Pool, but includes an explanation as to why each answer is correct. The Question Pool Study Guide can be purchased using Document 29.
Is training available from Prometric (Sylvan)?
No. Prometric (Sylvan) only provides testing services for the CAS program.
Which training is best for me?
No two learners are exactly alike, so that's a question you'll have to answer for yourself. Are you most comfortable in a classroom with other students? Do you enjoy learning by means of a computer? Do you like watching "movies" and learn best in that environment? It's up to you!
One thing to consider is the time away from the office. Can you afford 3 or 4 days away? If so, classroom training may be best. If not, then videos or Internet training would be the way to go. If you're concerned about traveling expenses, then the classroom may not be your best choice unless the class is being held in a town near you.
Why isn't the 3 1/2 day class offered anywhere but Washington, DC?
In an effort to keep the cost down, the "newbie class" (intended for students with little or no experience in the ARC-related functions tested by the CAS exam) is offered only in Washington (Arlington, VA actually). All other classes are 2 1/2 days long, intended for students with more than 6 months' experience in most or all of the ARC-related functions, and offered at several major cities in the continental US.
What are some common registration problems?
Candidates signing up for the 2 1/2 day class, where the cost is $275, but sending in their check for $345. Please send in the correct payment for your selection.
Candidates signing up for the 3 1/2 day class, where the cost is $345, but sending in their checks for $275. Please send in the correct payment for your selection.
Candidates signing up for Prometric (Sylvan) but only including a $145 payment. Prometric/Sylvan cost is $175. Please send in the correct payment for your selection.
Candidates signing up for ARC testing but including a $175 payment. ARC cost for test-only is $145. Please send in the correct payment for your selection.
Candidates trying to sign up for the 3 1/2 day "newbie" class in a city other than WAS, the only location in which this class is currently offered. Please make sure that the class and location you choose is a valid combination.
Candidates not signing the backs of their passport photos (this requires them to be returned); or gluing them to the page (this requires replacement). We return the entire application to the candidate for correction and resubmission.
Last-minute applications. If you don't send in your application by the registration deadline, you may not get your first choice.
Last-minute requests for transfer or refund. As explained in Sections 20 and 21 of the Industry Agents' Handbook requests for transfer or refund will not be honored less than one week prior to the class date. ARC has already guaranteed your class attendance, and will be required to pay catering costs for you whether you're there or not.
Sending your application just before the registration deadline, but by the time ARC receives it the class is full. Class size is limited, so if you wait until the last minute, you may be disappointed and not get the location you want!
Sending an incomplete application. We return your application with a cover letter to to let you know that you are missing some information in the application (e.g., no class location or date.), but this doesn't extend any registration deadline. We do not put you in the class you requested until you have sent in all of the required information or documentation; if that doesn't happen until after the class is full, you might miss out. Each registration form (Documents 21 and 27) have a CHECKLIST on the candidate information page - Please use these CHECKLISTS to help avoid registration delays.
Declined credit card charges have become a serious problem in the CAS program. To resolve the issue, ARC is implementing a new policy for calendar year 2001 and beyond. If a credit card charge is declined by the cardholder or the cardholder's bank for any reason, the CAS candidate will be required to provide a certified check or money order to replace the declined charge, PLUS a $25.00 handling fee. Until ARC receives the replacement check or money order, the CAS candidate will be ineligible to participate in the training and/or testing requested. If the declined charge occurs after the CAS candidate has completed the training/testing and a CAS certificate has been issued, the CAS certificate will be revoked if the charge isn't made good in a timely manner. If the CAS certificate hasn't been issued, the certificate will be held until the charge is made good.
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