# Product Requirements Document: Tourism Management System

## 1. Overview

The Tourism Management System is a comprehensive platform designed to streamline the management of tourism operations including tour packages, bookings, customer management, and service provider coordination. The system enables tourism businesses to efficiently manage their offerings, process customer bookings, handle payments, and coordinate with hotels, transportation providers, and tour guides. This platform serves as a centralized hub for all tourism-related activities, from package creation to post-tour feedback collection.

## 2. User Roles

### 2.1 Super Admin
- Full system access and configuration
- Manage all user accounts and assign roles
- View system-wide analytics and reports
- Configure system settings and business rules
- Manage all tourism packages, bookings, and service providers
- Handle refunds and dispute resolution

### 2.2 Tour Manager
- Create, update, and delete tour packages
- Manage tour schedules and availability
- Assign tour guides to packages
- View and manage bookings for their packages
- Generate reports on tour performance
- Coordinate with service providers

### 2.3 Booking Agent
- Search and view available tour packages
- Create and manage customer bookings
- Process payments and generate invoices
- Handle booking modifications and cancellations
- Communicate with customers
- View commission reports

### 2.4 Tour Guide
- View assigned tours and schedules
- Access customer lists for assigned tours
- Update tour status and check-in customers
- Submit tour completion reports
- View personal schedule and earnings

### 2.5 Service Provider (Hotel/Transport)
- Manage service availability and pricing
- View booking requests and confirmations
- Update service status
- Submit invoices for services rendered
- View payment history

### 2.6 Customer
- Browse and search tour packages
- Make bookings and payments
- View booking history and upcoming tours
- Manage personal profile
- Submit reviews and ratings
- Download invoices and receipts
- Request cancellations or modifications

### 2.7 Finance Manager
- View all financial transactions
- Process refunds and payments to service providers
- Generate financial reports
- Manage pricing and discounts
- Reconcile accounts
- Export financial data

## 3. Core Entities

### 3.1 User
Represents all system users with authentication credentials, personal information, role assignment, and account status.

### 3.2 Customer
Extended profile for customers including contact details, preferences, emergency contacts, passport information, and loyalty status.

### 3.3 Tour Package
A tourism product offering including destination, duration, itinerary, pricing, inclusions/exclusions, capacity, and availability.

### 3.4 Destination
Geographic locations featured in tours including country, city, description, attractions, and seasonal information.

### 3.5 Itinerary
Day-by-day schedule of activities for a tour package including timing, locations, activities, and meals.

### 3.6 Booking
Customer reservation for a tour package including booking date, travel dates, number of travelers, total cost, payment status, and booking status.

### 3.7 Traveler
Individual participants in a booking including personal details, age, special requirements, and document information.

### 3.8 Payment
Financial transaction records including amount, payment method, transaction ID, status, and timestamps.

### 3.9 Invoice
Billing document for bookings including line items, taxes, discounts, and payment terms.

### 3.10 Tour Guide
Profile of tour guides including languages spoken, specializations, certifications, availability, and ratings.

### 3.11 Service Provider
Hotels, transport companies, and other vendors including company details, service types, contact information, and contract terms.

### 3.12 Hotel
Accommodation facilities including name, location, star rating, amenities, room types, and pricing.

### 3.13 Transportation
Vehicle and transport services including type (bus, flight, train), capacity, provider, and route information.

### 3.14 Tour Schedule
Specific instances of tour packages with departure dates, assigned resources (guide, hotel, transport), and current status.

### 3.15 Review
Customer feedback including ratings, comments, photos, and response from management.

### 3.16 Discount/Promotion
Special offers including discount type, percentage/amount, validity period, and applicable conditions.

### 3.17 Cancellation Request
Customer-initiated cancellation with reason, requested date, refund calculation, and approval status.

### 3.18 Expense
Operational costs associated with tours including category, amount, vendor, and approval status.

### 3.19 Commission
Earnings for booking agents calculated based on bookings and payment status.

### 3.20 Notification
System-generated alerts and messages for users including type, content, delivery status, and read status.

### 3.21 Document
Uploaded files including vouchers, tickets, insurance documents, and identification papers.

### 3.22 Season
Time periods defining peak/off-peak seasons affecting pricing and availability.

### 3.23 Category
Classification of tour packages (adventure, cultural, leisure, religious, etc.).

### 3.24 Amenity
Facilities and services included in packages or accommodations.

## 4. Entity Relationships

### 4.1 User Relationships
- User (1) → (1) Customer: One-to-one relationship for customer profiles
- User (1) → (1) Tour Guide: One-to-one relationship for guide profiles
- User (1) → (1) Service Provider: One-to-one relationship for provider profiles

### 4.2 Tour Package Relationships
- Tour Package (1) → (Many) Itinerary: One package has multiple itinerary days
- Tour Package (Many) → (Many) Destination: Packages can include multiple destinations
- Tour Package (Many) → (1) Category: Packages belong to one category
- Tour Package (1) → (Many) Tour Schedule: One package has multiple scheduled departures
- Tour Package (Many) → (Many) Amenity: Packages include multiple amenities
- Tour Package (1) → (Many) Review: One package receives multiple reviews

### 4.3 Booking Relationships
- Customer (1) → (Many) Booking: One customer can make multiple bookings
- Booking (Many) → (1) Tour Package: Multiple bookings for one package
- Booking (Many) → (1) Tour Schedule: Multiple bookings for one scheduled tour
- Booking (1) → (Many) Traveler: One booking includes multiple travelers
- Booking (1) → (Many) Payment: One booking can have multiple payment transactions
- Booking (1) → (1) Invoice: One booking generates one invoice
- Booking (1) → (0..1) Cancellation Request: One booking may have one cancellation request
- Booking (1) → (Many) Document: One booking has multiple associated documents

### 4.4 Tour Schedule Relationships
- Tour Schedule (Many) → (1) Tour Package: Multiple schedules for one package
- Tour Schedule (Many) → (1) Tour Guide: Multiple tours assigned to one guide
- Tour Schedule (Many) → (Many) Hotel: One tour uses multiple hotels
- Tour Schedule (Many) → (Many) Transportation: One tour uses multiple transport services
- Tour Schedule (1) → (Many) Booking: One schedule has multiple bookings

### 4.5 Service Provider Relationships
- Service Provider (1) → (Many) Hotel: One provider manages multiple hotels
- Service Provider (1) → (Many) Transportation: One provider manages multiple vehicles
- Hotel (Many) → (Many) Tour Schedule: Hotels serve multiple tours
- Transportation (Many) → (Many) Tour Schedule: Transport serves multiple tours

### 4.6 Financial Relationships
- Payment (Many) → (1) Booking: Multiple payments for one booking
- Invoice (1) → (1) Booking: One invoice per booking
- Commission (Many) → (1) User (Booking Agent): Multiple commissions per agent
- Commission (Many) → (1) Booking: Commission calculated per booking
- Expense (Many) → (1) Tour Schedule: Multiple expenses per tour

### 4.7 Content Relationships
- Review (Many) → (1) Customer: One customer writes multiple reviews
- Review (Many) → (1) Tour Package: Multiple reviews for one package
- Notification (Many) → (1) User: Multiple notifications per user
- Discount/Promotion (Many) → (Many) Tour Package: Promotions apply to multiple packages

### 4.8 Temporal Relationships
- Season (Many) → (Many) Destination: Seasons affect multiple destinations
- Season (1) → (Many) Tour Package: Seasonal pricing for packages

## 5. Key Workflows

### 5.1 Tour Package Creation Workflow
1. Tour Manager logs into the system
2. Navigates to "Create Tour Package" section
3. Enters basic package information (name, category, destination, duration)
4. Defines day-by-day itinerary with activities and timings
5. Adds inclusions and exclusions
6. Sets pricing for different seasons and group sizes
7. Uploads package images and documents
8. Defines capacity and availability rules
9. Assigns amenities and special features
10. Reviews and submits package for approval
11. Super Admin reviews and approves/rejects package
12. Upon approval, package becomes available for booking

### 5.2 Customer Booking Workflow
1. Customer browses or searches for tour packages
2. Filters by destination, date, price, category, or duration
3. Views package details, itinerary, and reviews
4. Selects desired tour schedule (departure date)
5. Enters number of travelers
6. System checks availability and calculates total price
7. Customer proceeds to traveler information form
8. Enters details for each traveler (name, age, documents)
9. Reviews booking summary and applies discount code if available
10. Proceeds to payment
11. Selects payment method and completes transaction
12. System validates payment and confirms booking
13. Generates invoice and booking confirmation
14. Sends confirmation email with booking details and documents
15. Customer receives booking reference number

### 5.3 Tour Schedule Assignment Workflow
1. Tour Manager views upcoming tour schedules
2. Selects a scheduled tour requiring resource assignment
3. Checks tour requirements (number of travelers, destinations)
4. Assigns available tour guide based on language and expertise
5. Books hotels for each destination/night
6. Arranges transportation between locations
7. System validates resource availability and capacity
8. Confirms all assignments
9. System sends notifications to assigned guide and service providers
10. Tour guide and providers acknowledge assignments
11. Tour Manager reviews final schedule
12. Schedule status updated to "Confirmed"

### 5.4 Payment Processing Workflow
1. Customer initiates payment during booking
2. System calculates total amount including taxes and discounts
3. Customer selects payment method (credit card, bank transfer, wallet)
4. System redirects to payment gateway
5. Customer enters payment details
6. Payment gateway processes transaction
7. System receives payment confirmation/failure callback
8. If successful:
   - Payment record created with transaction ID
   - Booking status updated to "Confirmed"
   - Invoice generated and marked as "Paid"
   - Commission calculated for booking agent
   - Confirmation notifications sent
9. If failed:
   - Payment marked as "Failed"
   - Booking remains in "Pending Payment" status
   - Customer notified to retry payment
10. Finance Manager reconciles payments daily

### 5.5 Tour Execution Workflow
1. Tour Guide receives tour assignment notification 3 days before departure
2. Reviews tour itinerary, customer list, and special requirements
3. Contacts customers 24 hours before departure with meeting details
4. On departure day, checks in customers at meeting point
5. Verifies traveler documents and headcount
6. Updates tour status to "In Progress"
7. Follows daily itinerary, checking in at hotels and attractions
8. Handles any issues or changes during tour
9. Collects customer feedback informally
10. On final day, ensures all travelers complete the tour safely
11. Updates tour status to "Completed"
12. Submits tour completion report with notes and expenses
13. System prompts customers to submit reviews
14. Tour Manager reviews completion report

### 5.6 Cancellation and Refund Workflow
1. Customer requests booking cancellation through portal
2. Enters cancellation reason and preferred refund method
3. System calculates refund amount based on cancellation policy and days before departure
4. Displays refund breakdown to customer
5. Customer confirms cancellation request
6. Cancellation request created with status "Pending"
7. Notification sent to Tour Manager and Finance Manager
8. Tour Manager reviews request and checks policy compliance
9. Tour Manager approves/rejects cancellation
10. If approved:
    - Booking status updated to "Cancelled"
    - Finance Manager processes refund
    - Refund payment created and processed
    - Service providers notified to release resources
    - Customer receives refund confirmation
11. If rejected:
    - Customer notified with rejection reason
    - Booking remains active
12. System updates tour schedule capacity

### 5.7 Review and Rating Workflow
1. After tour completion, system sends review request to customer
2. Customer logs in and navigates to completed bookings
3. Selects tour to review
4. Rates tour package on multiple criteria (guide, accommodation, transport, value)
5. Provides overall rating (1-5 stars)
6. Writes detailed review comments
7. Optionally uploads photos from the tour
8. Submits review
9. System validates review content for inappropriate language
10. Review published on tour package page
11. Tour Manager receives notification of new review
12. Tour Manager can respond to review
13. Review impacts package's overall rating
14. Exceptional reviews highlighted as "Featured"

### 5.8 Service Provider Coordination Workflow
1. Tour Manager creates tour schedule requiring hotel/transport
2. System identifies required services based on itinerary
3. Sends booking request to relevant service providers
4. Service Provider receives notification
5. Reviews request details (dates, capacity, special requirements)
6. Checks availability in their system
7. Confirms or declines request with pricing
8. If confirmed:
    - Service booking created and linked to tour schedule
    - Tour Manager receives confirmation
    - Booking details added to tour documentation
9. If declined:
    - Tour Manager notified to find alternative
    - System suggests other available providers
10. Before tour departure, system sends reminder to service provider
11. After service delivery, provider submits invoice
12. Finance Manager reviews and approves invoice
13. Payment processed to service provider account

### 5.9 Commission Calculation Workflow
1. Booking Agent creates customer booking
2. Booking confirmed and payment received
3. System identifies booking agent from booking record
4. Retrieves applicable commission rate for agent and package
5. Calculates commission amount (percentage of booking value)
6. Creates commission record with status "Pending"
7. After tour completion or cancellation deadline passes:
    - Commission status updated to "Approved"
8. Finance Manager reviews approved commissions monthly
9. Generates commission report for each agent
10. Processes commission payments
11. Commission status updated to "Paid"
12. Agent receives payment notification and statement

### 5.10 Reporting and Analytics Workflow
1. Manager logs into dashboard
2. Selects report type (sales, bookings, revenue, customer, performance)
3. Defines report parameters (date range, filters, grouping)
4. System queries database and aggregates data
5. Generates visualizations (charts, graphs, tables)
6. Displays report on screen
7. Manager analyzes trends and insights
8. Optionally exports report to PDF/Excel
9. Can schedule report for automatic generation
10. Shares report with stakeholders via email

## 6. Features & Requirements

### 6.1 User Management Module

#### 6.1.1 Authentication & Authorization
- User registration with email verification
- Secure login with username/email and password
- Password strength validation and encryption
- Multi-factor authentication (MFA) option
- Role-based access control (RBAC)
- Session management with timeout
- Password reset via email
- Account lockout after failed login attempts
- Single sign-on (SSO) capability

#### 6.1.2 User Profile Management
- Create and edit user profiles
- Upload profile pictures
- Manage contact information
- Set communication preferences
- View activity history
- Change password functionality
- Deactivate/reactivate accounts
- User search and filtering

#### 6.1.3 Role Management
- Assign and modify user roles
- Define custom permissions per role
- Role hierarchy management
- Audit trail for role changes

### 6.2 Tour Package Management Module

#### 6.2.1 Package Creation & Management
- Create new tour packages with rich text descriptions
- Define package categories and tags
- Set multiple destinations per package
- Upload multiple images and videos
- Define package duration and difficulty level
- Set minimum and maximum group sizes
- Create package variants (economy, deluxe, premium)
- Clone existing packages for quick creation
- Archive/unarchive packages
- Bulk package operations

#### 6.2.2 Itinerary Management
- Create day-by-day itinerary
- Define activities with time slots
- Add location details for each activity
- Specify meal inclusions per day
- Add notes and special instructions
- Reorder itinerary days
- Template-based itinerary creation

#### 6.2.3 Pricing Management
- Set base price per person
- Define child/senior pricing
- Seasonal pricing rules
- Group size-based pricing tiers
- Single occupancy supplements
- Dynamic pricing based on demand
- Currency conversion support
- Tax configuration per region

#### 6.2.4 Availability Management
- Set tour departure dates
- Define blackout dates
- Manage seat inventory per departure
- Real-time availability updates
- Waitlist management
- Minimum booking threshold

#### 6.2.5 Package Search & Discovery
- Advanced search with multiple filters
- Filter by destination, price range, duration, category
- Sort by popularity, price, rating, date
- Featured packages display
- Related packages suggestions
- Recently viewed packages
- Wishlist/favorites functionality

### 6.3 Booking Management Module

#### 6.3.1 Booking Creation
- Multi-step booking wizard
- Real-time availability check
- Traveler information collection
- Special requirements capture
- Emergency contact information
- Dietary restrictions and preferences
- Accessibility needs
- Add-on services selection
- Booking summary preview

#### 6.3.2 Booking Management
- View all bookings with status filters
- Booking detail view
- Modify booking details (before confirmation)
- Add/remove travelers
- Upgrade/downgrade package
- Transfer booking to another date
- Split bookings
- Merge bookings
- Booking status tracking
- Booking history and audit log

#### 6.3.3 Booking Confirmation
- Automated confirmation emails
- Booking reference number generation
- Confirmation voucher generation
- SMS notifications
- Calendar integration (iCal)
- Pre-departure information emails
- Reminder notifications

#### 6.3.4 Group Booking Management
- Create group bookings (10+ travelers)
- Group leader designation
- Bulk traveler information upload
- Group discounts application
- Rooming list management
- Group payment options

### 6.4 Customer Management Module

#### 6.4.1 Customer Profile
- Comprehensive customer information
- Booking history
- Payment history
- Loyalty points tracking
- Preference management
- Document storage (passport, visa)
- Emergency contacts
- Communication history
- Customer segmentation tags

#### 6.4.2 Customer Communication
- Email communication templates
- SMS notifications
- In-app messaging
- Broadcast messages to customer segments
- Personalized offers
- Newsletter subscription management

#### 6.4.3 Loyalty Program
- Points accumulation rules
- Points redemption
- Tier-based benefits
- Loyalty status tracking
- Exclusive offers for loyal customers
- Referral program

### 6.5 Payment Management Module

#### 6.5.1 Payment Processing
- Multiple payment gateway integration
- Credit/debit card payments
- Bank transfer support
- Digital wallet integration
- Installment payment options
- Partial payment support
- Payment link generation
- Secure payment data handling (PCI compliance)

#### 6.5.2 Payment Tracking
- Payment status monitoring
- Payment history per booking
- Failed payment retry mechanism
- Payment reconciliation
- Payment receipt generation
- Refund processing
- Chargeback management

#### 6.5.3 Invoicing
- Automated invoice generation
- Invoice numbering system
- Tax calculation and display
- Discount application
- Invoice templates
- Invoice email delivery
- Invoice download (PDF)
- Credit note generation
- Proforma invoice creation

### 6.6 Tour Schedule Management Module

#### 6.6.1 Schedule Creation
- Create tour instances from packages
- Set departure and return dates
- Define meeting points
- Set schedule status (draft, confirmed, cancelled)
- Capacity management
- Schedule templates

#### 6.6.2 Resource Assignment
- Assign tour guides
- Book hotels for each night
- Arrange transportation
- Resource availability checking
- Conflict detection
- Resource substitution

#### 6.6.3 Schedule Monitoring
- Real-time schedule status
- Booking count per schedule
- Revenue tracking per schedule
- Occupancy rate calculation
- Schedule performance metrics

### 6.7 Tour Guide Management Module

#### 6.7.1 Guide Profile
- Personal information
- Languages spoken
- Certifications and licenses
- Specialization areas
- Experience level
- Availability calendar
- Performance ratings
- Document storage

#### 6.7.2 Guide Assignment
- View available guides
- Filter by language, expertise, availability
- Assign to tour schedules
- Conflict checking
- Assignment notifications
- Assignment history

#### 6.7.3 Guide Portal
- View assigned tours
- Access tour details and customer lists
- Check-in customers
- Update tour status
- Submit expense reports
- Submit tour completion reports
- View earnings and payments
- Availability management

### 6.8 Service Provider Management Module

#### 6.8.1 Provider Profile
- Company information
- Service types offered
- Contact details
- Contract terms
- Payment terms
- Rating and reviews
- Document storage (licenses, insurance)

#### 6.8.2 Hotel Management
- Hotel details (name, location, star rating)
- Room types and capacity
- Amenities list
- Pricing per room type
- Availability calendar
- Booking management
- Check-in/check-out tracking

#### 6.8.3 Transportation Management
- Vehicle types and capacity
- Route information
- Driver details
- Pricing per route/vehicle
- Availability calendar
- Booking management
- Trip tracking

#### 6.8.4 Provider Portal
- View booking requests
- Confirm/decline bookings
- Update availability
- Submit invoices
- View payment status
- Communication with tour managers

### 6.9 Review & Rating Module

#### 6.9.1 Review Submission
- Multi-criteria rating system
- Overall rating (1-5 stars)
- Written review with character limit
- Photo upload capability
- Anonymous review option
- Review guidelines display

#### 6.9.2 Review Management
- Review moderation queue
- Approve/reject reviews
- Flag inappropriate content
- Respond to reviews
- Feature exceptional reviews
- Review analytics

#### 6.9.3 Rating Display
- Average rating calculation
- Rating breakdown by criteria
- Recent reviews display
- Verified booking badge
- Helpful review voting
- Sort and filter reviews

### 6.10 Discount & Promotion Module

#### 6.10.1 Discount Creation
- Percentage or fixed amount discounts
- Coupon code generation
- Validity period setting
- Usage limit (total and per customer)
- Minimum booking value requirement
- Applicable packages selection
- Early bird discounts
- Last-minute deals
- Seasonal promotions

#### 6.10.2 Discount Application
- Coupon code validation
- Automatic discount application
- Discount stacking rules
- Discount display in booking flow
- Discount usage tracking

#### 6.10.3 Promotion Management
- Active promotions dashboard
- Promotion performance analytics
- Promotion expiry notifications
- Bulk promotion creation

### 6.11 Cancellation Management Module

#### 6.11.1 Cancellation Policy
- Define cancellation rules per package
- Tiered refund percentages based on days before departure
- Non-refundable components
- Cancellation fee structure
- Policy display during booking

#### 6.11.2 Cancellation Processing
- Customer cancellation request
- Refund calculation engine
- Approval workflow
- Refund processing
- Cancellation confirmation
- Resource release notifications

#### 6.11.3 Cancellation Tracking
- Cancellation requests dashboard
- Cancellation reasons analytics
- Refund status tracking
- Cancellation rate metrics

### 6.12 Financial Management Module

#### 6.12.1 Revenue Management
- Revenue tracking per package
- Revenue by date range
- Revenue by destination
- Revenue by booking agent
- Payment method breakdown
- Outstanding payments report

#### 6.12.2 Expense Management
- Record tour-related expenses
- Expense categories
- Expense approval workflow
- Expense reimbursement
- Expense reports per tour
- Profit margin calculation

#### 6.12.3 Commission Management
- Commission rate configuration
- Automatic commission calculation
- Commission approval workflow
- Commission payment processing
- Commission reports per agent
- Commission reconciliation

#### 6.12.4 Financial Reporting
- Profit & loss statements
- Cash flow reports
- Tax reports
- Accounts receivable aging
- Accounts payable tracking
- Financial dashboard with KPIs

### 6.13 Reporting & Analytics Module

#### 6.13.1 Booking Reports
- Bookings by date range
- Bookings by package
- Bookings by destination
- Booking source analysis
- Conversion rate reports
- Cancellation rate reports

#### 6.13.2 Customer Reports
- Customer acquisition reports
- Customer retention analysis
- Customer lifetime value
- Customer demographics
- Customer segmentation reports

#### 6.13.3 Performance Reports
- Package performance metrics
- Guide performance ratings
- Service provider performance
- Occupancy rate reports
- Revenue per available seat

#### 6.13.4 Dashboard & Visualizations
- Executive dashboard with KPIs
- Real-time booking metrics
- Revenue trends visualization
- Booking funnel analysis
- Customizable widgets
- Export to PDF/Excel
- Scheduled report generation

### 6.14 Notification Module

#### 6.14.1 Notification Types
- Booking confirmations
- Payment confirmations
- Tour reminders
- Cancellation notifications
- Review requests
- Promotional messages
- System alerts

#### 6.14.2 Notification Channels
- Email notifications
- SMS notifications
- In-app notifications
- Push notifications (mobile)
- WhatsApp integration

#### 6.14.3 Notification Management
- Notification preferences per user
- Notification templates
- Notification scheduling
- Notification history
- Delivery status tracking
- Unsubscribe management

### 6.15 Document Management Module

#### 6.15.1 Document Upload
- Multiple file format support (PDF, JPG, PNG, DOC)
- File size validation
- Virus scanning
- Document categorization
- Version control

#### 6.15.2 Document Storage
- Secure cloud storage
- Document encryption
- Access control per document
- Document expiry tracking
- Bulk download capability

#### 6.15.3 Document Types
- Booking vouchers
- Travel insurance
- Visa documents
- Passport copies
- Hotel confirmations
- Flight tickets
- Tour itineraries
- Invoices and receipts

### 6.16 Content Management Module

#### 6.16.1 Destination Management
- Destination profiles
- Attraction listings
- Destination images and videos
- Travel tips and guides
- Best time to visit information
- Visa requirements
- Weather information

#### 6.16.2 Blog & Articles
- Travel blog posts
- Destination guides
- Travel tips articles
- Customer stories
- SEO optimization
- Social media integration

#### 6.16.3 FAQ Management
- Category-based FAQs
- Search functionality
- FAQ analytics (most viewed)
- Dynamic FAQ suggestions

### 6.17 Integration Module

#### 6.17.1 Third-Party Integrations
- Payment gateway APIs
- Email service providers
- SMS gateway integration
- Accounting software integration
- CRM integration
- Google Maps integration
- Weather API integration
- Currency exchange rate API

#### 6.17.2 API Management
- RESTful API endpoints
- API authentication (OAuth 2.0)
- API rate limiting
- API documentation
- Webhook support
- API usage analytics

### 6.18 Mobile Application Features

#### 6.18.1 Customer Mobile App
- Browse and search packages
- Make bookings
- View booking details
- Mobile payments
- Digital vouchers
- Offline access to itineraries
- GPS-based tour tracking
- In-app chat support
- Push notifications

#### 6.18.2 Guide Mobile App
- View assigned tours
- Access customer lists
- Check-in functionality
- Offline itinerary access
- Expense submission
- Navigation assistance
- Emergency contact access

## 7. Business Rules

### 7.1 Booking Rules
- Minimum booking lead time: 48 hours before departure
- Maximum booking advance time: 12 months
- Minimum travelers per booking: 1
- Maximum travelers per booking: 20
- Child age definition: 2-12 years
- Infant age definition: 0-2 years
- Senior age definition: 60+ years
- Booking confirmation requires full or minimum deposit payment
- Bookings expire after 24 hours if payment not received (for pending bookings)
- Group bookings (10+ travelers) require manual approval

### 7.2 Pricing Rules
- All prices displayed include applicable taxes unless specified
- Child pricing: 70% of adult price
- Infant pricing: 10% of adult price (no seat)
- Senior discount: 10% off adult price (where applicable)
- Single occupancy supplement: 40% additional charge
- Prices locked at time of booking, not subject to later increases
- Currency conversion uses daily exchange rates
- Minimum booking value: $50 USD equivalent

### 7.3 Payment Rules
- Deposit payment: Minimum 30% of total booking value
- Full payment due: 30 days before departure
- Accepted payment methods: Credit card, debit card, bank transfer, digital wallets
- Payment processing fee: 2.5% for credit cards
- Refunds processed within 7-14 business days
- Refunds issued to original payment method
- Failed payments allow 3 retry attempts
- Partial payments allowed for bookings over $1000

### 7.4 Cancellation Rules
- Free cancellation: More than 30 days before departure (100% refund minus processing fee)
- 15-30 days before departure: 50% refund
- 7-14 days before departure: 25% refund
- Less than 7 days before departure: No refund
- No-show: No refund
- Cancellation processing fee: $25 per booking
- Force majeure events: Full refund or rescheduling option
- Medical emergencies: Case-by-case evaluation with documentation

### 7.5 Tour Schedule Rules
- Minimum participants for tour to proceed: 4 travelers
- Maximum capacity per tour: Defined per package (typically 20-40)
- Tour cancellation notification: Minimum 7 days before departure
- Guide-to-traveler ratio: 1:20 maximum
- Schedule confirmation deadline: 14 days before departure
- Resource assignment deadline: 7 days before departure

### 7.6 Availability Rules
- Real-time inventory management
- Overbooking not allowed
- Waitlist activated when tour reaches capacity
- Waitlist automatically converts to booking when space available
- Availability blocks released after payment timeout
- Seasonal availability restrictions apply per destination

### 7.7 Discount Rules
- Only one discount code per booking
- Discounts cannot be combined unless explicitly allowed
- Early bird discount: 15% off for bookings 90+ days in advance
- Last-minute discount: 10% off for bookings within 7 days of departure (subject to availability)
- Loyalty discounts: 5% for returning customers, 10% for VIP tier
- Group discounts: 5% for 10-15 travelers, 10% for 16+ travelers
- Referral discount: $50 credit for referrer and referee
- Discounts apply before tax calculation

### 7.8 Commission Rules
- Standard agent commission: 10% of booking value
- Commission calculated on net amount (after discounts, before taxes)
- Commission earned upon booking confirmation
- Commission paid monthly after tour completion
- Cancelled bookings: Commission reversed
- Modified bookings: Commission recalculated
- Top performer bonus: Additional 2% for agents with 50+ bookings per quarter

### 7.9 Review Rules
- Reviews allowed only for completed tours
- Review window: 30 days after tour completion
- One review per booking
- Minimum review length: 50 characters
- Maximum review length: 1000 characters
- Photo uploads: Maximum 5 photos per review
- Review moderation: Automated profanity filter + manual review
- Reviews cannot be edited after 48 hours of submission
- Reviews can be deleted by admin for policy violations

### 7.10 User Account Rules
- Minimum password length: 8 characters
- Password must include uppercase, lowercase, number, and special character
- Password expiry: 90 days (optional enforcement)
- Account lockout: After 5 failed login attempts for 30 minutes
- Session timeout: 30 minutes of inactivity
- Email verification required for new accounts
- Duplicate email addresses not allowed
- Account deletion: Soft delete with 30-day recovery period

### 7.11 Service Provider Rules
- Hotel booking confirmation required within 24 hours
- Transport booking confirmation required within 24 hours
- Service provider invoices due within 7 days of service delivery
- Payment to service providers: 30 days after invoice approval
- Service provider rating below 3.0: Review and potential removal
- Minimum insurance coverage required for all providers

### 7.12 Tour Guide Rules
- Maximum 2 tours per guide per week
- Minimum rest period: 24 hours between tours
- Guide certification must be valid and up-to-date
- Language proficiency verification required
- Guide rating below 3.5: Retraining required
- Guide rating below 3.0: Suspension pending review

### 7.13 Data Retention Rules
- Booking records: Retained for 7 years
- Payment records: Retained for 7 years (tax compliance)
- Customer data: Retained while account active + 2 years
- Deleted account data: Purged after 30-day recovery period
- System logs: Retained for 90 days
- Audit trails: Retained for 5 years

### 7.14 Notification Rules
- Booking confirmation: Sent immediately upon payment
- Payment reminder: Sent 35 days before departure (if balance due)
- Pre-departure information: Sent 7 days before departure
- Review request: Sent 2 days after tour completion
- Promotional emails: Maximum 2 per week per customer
- Opt-out honored immediately
- Critical notifications (cancellations): Sent via multiple channels

## 8. Non-Functional Requirements

### 8.1 Performance Requirements
- Page load time: Maximum 3 seconds for 95% of requests
- API response time: Maximum 500ms for 90% of requests
- Database query optimization: No query exceeding 2 seconds
- Concurrent users support: Minimum 1,000 simultaneous users
- Booking transaction processing: Maximum 5 seconds end-to-end
- Search results: Return within 1 second for standard queries
- Image loading: Lazy loading with progressive enhancement
- Report generation: Maximum 30 seconds for complex reports

### 8.2 Scalability Requirements
- Horizontal scaling capability for application servers
- Database sharding support for large datasets
- CDN integration for static assets
- Caching strategy: Redis/Memcached for frequently accessed data
- Load balancing across multiple servers
- Auto-scaling based on traffic patterns
- Support for 100,000+ tour packages
- Support for 1 million+ customer records
- Support for 10,000+ bookings per day during peak season

### 8.3 Security Requirements
- HTTPS/TLS encryption for all data transmission
- Data encryption at rest for sensitive information (PCI-DSS compliance)
- SQL injection prevention through parameterized queries
- XSS (Cross-Site Scripting) protection
- CSRF (Cross-Site Request Forgery) tokens
- Regular security audits and penetration testing
- Secure password storage using bcrypt or Argon2
- Role-based access control (RBAC) enforcement
- API authentication using OAuth 2.0 or JWT
- Rate limiting to prevent DDoS attacks
- Input validation and sanitization
- Secure file upload with virus scanning
- PCI-DSS compliance for payment processing
- GDPR compliance for data privacy
- Regular security patches and updates
- Audit logging for all sensitive operations
- Two-factor authentication (2FA) for admin accounts

### 8.4 Availability & Reliability
- System uptime: 99.9% availability (maximum 8.76 hours downtime per year)
- Automated backup: Daily full backup, hourly incremental backups
- Backup retention: 30 days rolling backup
- Disaster recovery plan with RTO (Recovery Time Objective) of 4 hours
- RPO (Recovery Point Objective) of 1 hour
- Redundant database servers with automatic failover
- Health monitoring and alerting system
- Graceful degradation for non-critical features
- Circuit breaker pattern for external service calls

### 8.5 Usability Requirements
- Responsive design supporting desktop, tablet, and mobile devices
- Minimum supported screen resolution: 320px width
- Browser compatibility: Latest 2 versions of Chrome, Firefox, Safari, Edge
- Accessibility compliance: WCAG 2.1 Level AA
- Multi-language support (minimum: English, Spanish, French, German, Chinese)
- Right-to-left (RTL) language support
- Intuitive navigation with maximum 3 clicks to any feature
- Consistent UI/UX across all modules
- Inline help and tooltips
- Error messages: Clear, actionable, and user-friendly
- Form validation: Real-time with clear error indicators

### 8.6 Compatibility Requirements
- Mobile OS: iOS 12+, Android 8+
- Web browsers: Chrome 90+, Firefox 88+, Safari 13+, Edge 90+
- Database: PostgreSQL 12+ or MySQL 8+
- API compatibility: RESTful with JSON format
- Third-party integration compatibility: Standard OAuth 2.0, REST APIs
- Export formats: PDF, Excel (XLSX), CSV
- Image formats: JPEG, PNG, WebP
- Document formats: PDF, DOC, DOCX

### 8.7 Maintainability Requirements
- Modular architecture with clear separation of concerns
- Comprehensive code documentation
- Coding standards enforcement (linting)
- Version control using Git
- Automated testing: Minimum 80% code coverage
- Continuous Integration/Continuous Deployment (CI/CD) pipeline
- Logging framework with structured logs
- Monitoring and alerting for system health
- Database migration scripts for schema changes
- Feature flags for gradual rollout

### 8.8 Compliance Requirements
- GDPR (General Data Protection Regulation) compliance
- PCI-DSS (Payment Card Industry Data Security Standard) compliance
- Data residency requirements per region
- Right to be forgotten (data deletion upon request)
- Data portability (export customer data)
- Privacy policy and terms of service acceptance
- Cookie consent management
- Age verification for bookings (18+ or parental consent)
- Accessibility standards (ADA, WCAG 2.1)

### 8.9 Localization Requirements
- Multi-currency support with real-time conversion
- Date and time format localization
- Number format localization (decimal separators, thousands separators)
- Address format per country
- Phone number format validation per country
- Tax calculation per region/country
- Language translation for all user-facing content
- Cultural considerations for imagery and content

### 8.10 Monitoring & Analytics
- Application performance monitoring (APM)
- Real-time error tracking and alerting
- User behavior analytics
- Conversion funnel tracking
- A/B testing capability
- Custom event tracking
- Server resource monitoring (CPU, memory, disk, network)
- Database performance monitoring
- API usage analytics
- Business metrics dashboard

### 8.11 Backup & Recovery
- Automated daily database backups
- Backup verification and testing quarterly
- Point-in-time recovery capability
- Backup encryption
- Off-site backup storage
- Backup retention policy: 30 days
- Application configuration backup
- Disaster recovery documentation
- Regular disaster recovery drills

### 8.12 Documentation Requirements
- User manuals for each user role
- Administrator guide
- API documentation (OpenAPI/Swagger)
- System architecture documentation
- Database schema documentation
- Deployment guide
- Troubleshooting guide
- Video tutorials for key workflows
- FAQ and knowledge base
- Release notes for each version

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**Document Version:** 1.0  
**Last Updated:** 2025  
**Prepared By:** Senior Product Manager  
**Status:** Ready for Development