~

T ~ el and
to urism industry
Introd uction
The substantial growth and development of tourism-related activities
clearly mark tourism as one of the most remarkable economic and social
phenome na of the past century. For example, the
number of international arrivals show an evolution
You are likely to have some personal experience
from a mere 25 million international arrivals in 1950
of travel and tourism. Think about the following:
to over 900 million in 2008, correspon ding to an
• Where did you last go on holiday?
average annual growth.rate of 6.6 per cent.
• Was it in your country or abroad?
• How did you travel? Today travel and tourism is one of the world's
• What type of accommodation did you largest industries, employing approximately 231
stay in? million people and generating over 10 per cent of
• What did you eat and drink? world GDP. Indeed, world travel and tourism is
• What activities did you do on holiday? expected to generate in excess of US$ 13 trillion
• How was the holiday organised/booked? over the coming decade.
From the answers to the above questions you
will have examples and illustrations of the following aspects of the
University of Cambridge International Examination's Travel and
Tourism Syllabus content:

• If the holiday was in your home country you were a domestic

tourist; if abroad you were an outgoing tourist.
• The destination, if abroad may have been
long haul or short haul; at home it may have been a short break
or with regards to Visiting Friends and Relatives (VFR).
• Different methods of transportation by land, sea and air may
have made up a part of the holiday.
• You may have travelled using principals owned by large private
sector companie s.
• The accomm odation used may have been serviced or self-
catering, such as a four star hotel or a camp site, and you may
have had a half board or an all-inclusive meal plan.
 . . d ural and built tourist
• While on holiday you may have v1S1te nat c t·
' . f 1 1Tourist In,orma 10n
attractions and used the serVIces o a oca ,
Centre (TIC) or guide. ncy or
th gh a trave 1age
• The holiday may have been book ed rou
directly with a tour operator.
. th t development of travel
lt is important to understand and appreciate a
. f al s This means that you
and tourism can take place at a vanety o sc e ·
should be aware of developments wit m your
. h' immediate local area . as
rth rmore ' an international
well as withi n your country as a whoIe. Fu e . .
perspective. 1s .
. also reqmred. It should b e reme mbered that in exarrunations
.
• d. c
candidates will always obtain ere 1t 1or proVI . about
·ding specific details

facilities and locations that are appropriate to a particular que st ion.

Structure of tne inte rnational tJr;;vtr.:~ and

tourism industry
What is tourism?
Industry definitions
Defining tourism is not really helpful unless we understand who the tourist
is, so it is worthwhile to consider the definition of the word 'tourist: In
1995, the World Tourism Organisation provided the following clarification:

Any person who travels to a country other than that in which s/he
has his/her usual residence, but outside his/her usual environment
for a period of at least one night but not more than one year and
whose main purpose of visit is other than the exercise of an activity
remunerated from within the country visited. This term includes
people travellingfor leisur.e, recreation and holidays, visiting friends
and relatives, business and professional health treatment, religion
· pilgrimages and other purposes. '

There have been many attempts to define tourism and one of the more
straightforward definitions is the one used by the UK Tourism Society:

Tourism is the temporary short term movement ofpeople to

destinations outside places where they normally live and work, and
their activities during their stay at these destinatio ns.
The United Natiqn's World Tourism Organization (UNWTO)
provides simple definitions of terms commonly used · h
tourism industry. m t e travel and

• Tourism comprises the activities oifpers .

. . ons trave1ling to
and staying m places outside their usual .
environment for not
 I The travel and tl)urlsm ind

more th an one consecutive year for leisure, business and

oth er purposes.

• International visitor ref ers to any person travelling to a country

oth er than th e one in which he/she has his/her usual residence,
but outside his/h er usual environm-ent,for less than 12
consecutive months and whose main purpose of trip is other
than the exercise of an activity remunerated from with in the
place visited.

• Tourist (overnight visitor) is a visitor who stays at least one night

in a collective or private accommodation in the country visited.

• Nationality of a visitor is that of the government issuing his/

her passport or other identification document, even if he/she
normally resides in another country.

• Tourist accommodation refers to any facility that regularly or

occasionally provides overnight accommodation for tourists.

• Occupancy rate refers to the proportion of the rooms or bed-

places in a collective tourism establishment that is occupied over
some period of time, such as night, month or year.

• Duration of stay refers to the time spent during a visit measured

from the standpoint of the receiving country or place.

• Tourism receipts are defined as expenditures of international

inbound visitors including their payments to national carriers for
international transport. They also include any other prepayments
or payments afterwards made for goods and services received in
the destination country.

Who are the tourists?

It is easy to refer to tourists as if they were just an
anonymous mass of people, but of course there are
many different types of tourists, each with their own
different needs and motivations. Tourists can be:

• Internatiopa) people ft;pm o;.:,erseJtS,

• ~ k - f t oro }!Out own country.
Tourists can be classified in many ways but it is usual
to divide them up in terms of their purpose of visit.
We can now briefly look at three major categories
of visit. , .
_ _..___...
.....__i_.::__
dtt 1~G
- CSE- . :1andTounsm I ~
Leisure tourists h th
These are people who arc visiting somewhere for pleasure ra• er an
business-related reasons, in other words they are on holiday. Tourism, in
everyday language, generally means people engaging in leisure-related
activity, making use of their free time and using their own
economic resources (money) in order to do so. Leisure visitors
can be further divided according to whether or not they are
day trippers, overnight visitors, short break or holiday takers.

Business tourists
Business travel is one of the most important elements of
international tourism. It includes travel for business meetings
such as sales trips, attendance at conferences and trade shows,
and government business. In general, business travellers are
high spending and make extensive use of premium fares
on trains and airlines as well as on staying in quality hotels.
MICE (Meetings, Incentives, Conferences and Exhibitions) is
the recent growth area in international tourism and relates to
various forms of business tourism.

• Meetings are defined as events designed to bring people

t~gether for the purpose of exchanging information,
either from within one company or organization or from a .
broader spectrum of people.
• Incentives
·. are the second category of th'1s mark et segment
and mclude. .travel. to a foreign country or d omestically
. as part
of a motivational mcentive scheme to mcrease
. or reward the
employee effiort.
• Conferences are generally accepted as bein .
having at least 100 delegates attendi th g multi-day events
. . ng e event for th
o. f exchanging mformation Such
· a confierence i t e purpose
mternational conference if 40 % 0 f th d
e elegate5s ermed
· ·
to be an
outside of the host country. Con1erences
c.
are th ongmate from
..:.i:a
from meetings by both the duration of the us umerentiated
of people attending. event and the number
• Exhibitions involve the brinoing
o· together ofp
purposes of viewing products 1
an d serVIces.
. eop e for the

~ s'.t'.ng F~iends and Relatives (VFR)

Vis1tmg. friends and relatives may be fior the purp
recreation and holidays. There are al oses of leisure
d .. . so others fa t ,
0 with family occasions (births, weddin c ors, however t
traditional vacations or holidays I
. . n manygs,socie
funerals)
. which are, o
not
commumty from where one's family . . tieS, returning t th
ongmated (' d o e
in eed, where family
 1J
members may still reside) is an important part
'
The travel and tourism industry

presumably want to be reunited from time

5

of the annual calendar, especially with regards to time.

to religious or cultural holidays and festivals.
The importance of the contribution made by Think of your own circumstances or those of all
your relatives and friends:
VFR to the development of tourism in a given
destination can be illustrated by the survey • How many have moved from one area
to anotherl
findings listed in Fig. 1.1
• How often do you visitl
Consider how many people move away from • How did you travell
their home town at some stage in their lives, • What do you do when you are therel
leaving behind loved ones with whom they

SURVEY RESULTS

0 I usually buy in extra food when people come O Staying overnight with friends or relatives is a
to stay with me 88% agreed cheap way of having a holiday 62% agreed
0 I always try to find a local event or attraction to O Many of my friends live so far away from me
go to when I have visitors 45% agreed that visiting them requires staying overnight
0 I always take my visitors out to eat in 68% agreed
local restaurants at least once during their O I try to combine trips to visit friends or relatives
stay 58% agreed with an event of interest to me in the area
0 When going out with my visitors I avoid places 41%agreed
I know will be over crowded with other tourists o It's important that the people I am staying .
and day trippers 63% agreed with come along with me to visit local attractions
0 If I didn't have room for visitors to stay overnight or events 57_% agreed
at my house I would recommend 0 When I stay overnight with relatives it is -
other accommodation locally 69% agreed usually because of a .family event or . . _
0 I feel I should pay for everything when I have special occasion ~ . ·53% agreed
visitors to stay 47% agreed 0 By going to stay with friends or relallies you get -
0 Going out with my visitors makes me realise to see parts of the country you may not
how much my local area has to offer 61 % agreed otherwise visit 77% agreed

Source: English Tourism Council research carried out amongst representative sample of 959 adults in the UK

Fig. I. I

What is the travel and tourism industry?

Travel and tourism is a global industry involving approximatelf[
.-a.._1.1J:..p~y-1J..-S..pe0ple-011•the-p.la-net;- The industry has experienced
tremendous growth in the last 40 years and is now considered to be one
of the mostimportant industries in the world. However, what exactly are
we talking about when we say 'the travel and tourism industry?'
To put it simply, it is that whole mnc~~b-~iB@s s~eaGies..th_at:.
work-4-ogethel"'to-se-Fve-the .needs"of...p.eopl.e.wb.o..t.taY._el Some do this
directly, such as airlines, bus companies, hotels and holiday companies.
Some do this i.ndi-t:-e.tiy, such as advertising agen.6ie~onStth antwnd
govercf.lfflent-bodies.•The various sub-sectors that go to make up the
travel and tourism industry are shown, in a simplified form, in Fig. 1.2.
The presence of these sub-sectors determine the characteristics of the
tourism industry in any particular location and the types of tourists that
 J
~ dp IGCsel ••, ,nd Tourism
fl ''ftil ~- . d to go there.
A complex :etwork
are being attracte spo rt operators
tr vel agents, tran
of tour operators, · a . k together
Transportation d . rov1ders wor
and accommo ation P kets or recreate
to identify and develop new mar airlines and hotels
t Tour operators,
Travel agents ) Attractions )
existing marke s. . t t in destination
have become increasingly impor ank hat each
...____ ~ ~ ----__/" briefly loo at w
development. Let us now 1 d
of the component sub -sec ort s of the trave an
Travel and Tourism
tourism industry actuallY does and why they are
> - - - -r important.

-. ____
Tour operators
_.-
, Accommodation
~ n~
catering Roles of the sub-sectors
Tourist information
The role of the travel agent _
and Travel agencies act as agents for a variety ot .
guiding services /'
,.,...,. principals (~ a v e l - -~Q.toun~
~ iffi:tustty~IitW such as airlines, r~ companies,
Fig. 1.2 The co mponent sub-sectors of the international travel hotels, tour operators, car hire companies and
and tourism industry currency suppliers. The main role of a retail travel
agent is't~IPhmidays, ~ cts (such as inSffrnnce, Tm-hire,
~ r~ tc. ), provide information and"to...adv'ftlt customers.
There are also business travel agents who specialise in providing services
for business travellers. These business travel agencies provide speed and
flexibility in making travel arrangements with scheduled airlines and
accommodation bookings with large international hotel chains.
.IJ:ayeJ agencies.vary in tbeit size ae4st:ale-,1f np"erafffiii''."'Ifi••snme
------- countries you will find •nultiple~. These are agencies
,9
---- that have-branches-threaghottt-tr-ctluntry and often in
! oo.nnt.ie&.ahooad as n1ell, example, Thomas Cook agency.
Ii 11 /I
I' You can also find smaller independent travel agents called
, I II ' rninipl~ , which are not part of a national chain. They
I'
'I I :, ,,I/ II 11
I

I_ I " 11 I,
usually have one retail outlet but may have a number of
11
fl II ,, shops in the.s.pecwr.ar:ea.
I/ Ii 11 I I' . ,,
Travel agencies perform a key rol~ as..i.o.t_e.mied~
that provide information on destinations and tour
packages, and enable potential clients to access this
information and confirm their arrangements through
boo~gs. Their place in the chain of distribution is shown
in Fig. 1.3.
The key aspects of this distribution process are:
• The principals acting as pr;iroat¥-,Sapp»&F6-iJi1>.t he..tourism
distribution chain include tra~p.wt, accommndat· .
local tours~etc. ··~ ion , att.t_action,
.
 - - ~ I The travel and tourism in~ usa:y .~,

Tour operators can be seen as product builders i.e., they ~Fcufo~

•
a new product by comb~ k - a g i n g.-th& ~UGt s.o-
compone nts offered J i , ~ ~-
• Travel agents can be viewed as
Providers of travel products: accomoda tion, informat ion brokers, proviMg ~lite
transport, transfers and other services
coliMtttmer-w-ith rek oant in for,, 1aa~m
aud.h0e kin~GiJities.
• -eoffipu ter1zed Reservati o n Sysh:m,i,/
Wholesal ers Glo~ ~ ~ I
Tour Operators ~ cover airline offerings as well as
other tourism relevant products such
as packaged holidays and other means
of transpor tation. They provide the
Retailers Direct Sell
Travel Agencies eg via internet main links to tour operator systems
and to travel agents.
• . . Q n . J t ~ allow
customer s to by-pass tradition al
Customer s intermed iaries and deal directly
with the primary suppliers to obtain

The chain of distributio n

informat ion and make reservatio ns.
Fig. 1.3

':§<am('fe
To help illustrate how the chain of distributi on actually works we can now look at an example. The
accompa nying image shows an extract from the website of a Brunei-ba sed travel company. Freme Travel
Services is the largest travel agency in Brunei
mrn1orj1hlt' holfd,1y c•pcrlrncr ..
• hu1y Darussala m, employin g over 60 people with
,{ _:,)\ branch offices in four different locations
~ ~ F.r.eme f.lol icfa1s
througho ut the country.
1 11,. 1 ~ ~ •, 1,, 1,1r ,
1 '• • ' r " 1 TRAVH P RO 0UCTS & '5l RVICfS l\l"low
The company offers outbound leisure ,
CNIMHolda y
travellers a comprehe nsive range of travel
products and services including flights,

• cruises, hotels, rail, car rental, transfers, tour

packages and medical screerting packages. In
terms of business travel, the company is the
appointed agent for Brunei Shell Petroleurti
for all work-rela ted travel, including hotel
bookings and it also caters to the needs of
over 90 corpo·r ate clients througho ut Brunei.
~ Lufthansa
Source: http://www.freme.com/

['21
 . . IGCse" I;:, andTou,;,m L
.
TH'e rol~ fi:m ur-o pee recL .
for its 'pac kag ing' of tou ris m
The tour ism indu stry is well kno wn
day. A tou r ope rato r typ ical ly
pro duc ts toge ther into a tour or holi
to crea te ap aff lgei iffl' fday. The
com bine s tour and travel com pon ents
rato r's pro duc t wou ld be a fljg ht on
mos t com mon exa mpl e of a tour ope
the airp ort to
a cha rter airl ine plus a tran sfer from
esen tativ e,
a hote l and the serv ices of a loca l repr
~
redi- -thel" OIIIU ICeol lnMII . all for the one incl usiv e pric e. Ma.rync
-nui1ots..
cnie Qt,
find buy ing a pa.c;kage ~ow a vet y com
eeanomical mm sec ure way te ~FM!el .
a nm nbe r
you lovr Packaging is the proc ess of co1nbi-tting
s 11rp 1i S<.' s .
we love -t@uris m- pr -ed ~l"¥iees t.J.at,
of-i nter...aai:elated
plnnning
nce for
r,hem. together, offer a com preh ensi ve exp erie
a con ven ient
travellers. The y are brou ght toge ther into
they were
single prod uct at a low er pric e than if
oftcH-&re
W Wolco mo To Trofalgor i:i Where do 'fOIJlhVO no'w? • .. '. ·: . :►
bou ght separately. Packages can bec md
-appea:k&a,,speuifl6otai",get-mm~. The
- tn .. lllng from:
-■ H fHI lhe ...Ion you
Aile & Ml4di. l!lst d~ig~
exp erie nce
best packages offer uniq ue, app eali ng
A Us lr.JiU,

_..,, _ ___. _
_ __
Canada
goo d valu e.
........... or series of experiences to travellers, at
Eu top,i

~ Tr.if:ilg ar 11,ihan Holida y

..,..,.._ South Afrlca
Unheb KJngdOnl
Eig. 1.3 <:Jearly indicates that som e tou
r ope rato rs
ugh retail
act as ~ holesalers and sell thei r tour s thro
llllllo■t, USA

M::1:1 1::- :f °"'"' fl1 er,

travel agents. G >t ru n: s~ ~6
°"""""• ao1, n.-.,._,._
of_, .
,._ ,......... 1.4).
-■II■ • · _.,
.
som etim es just ove r the inte rnet (see Fig.
-- -- -- -- ·-- - In ord er for tour ope rato rs to be able
to stay in
Source: http: //ww w.trafalgar.com / orta nt that they are able to do the
bus ines s and rem ain prof itab le it is imp
Fig. 1.4 Inte rnet based trave
l agency
following:
needs, requ ests and exp ecta tion s;
• Identify and the_n mee t con sum ers'
diff eren t pro vid ers acc ord ing
• Ass emb le tounsn:1 pro duc ts from
to cus tom er reqm rem ents ;
less trav el exp erie nce ;
• Pro vide' a co-o rdin ated and seam
pre- pur cha sing tou rism
• Red uc~ pric es by neg otia ting and
pro duc ts in bulk;
ion, i.e., tick etin g,
• Issu e and deli ver travel doc ume ntat
•
vou che rs, etc.;
facilities and pro duc ts·
• Ass'ess and mo'llito r the qua lity of
sum ers; •
• Red uce the perc eive d risk s for con
· s,
by usin g le.aflets , map
• Pro vide app ropr iate info rma tion
broc hure s, vide &s, CDs etc.;
mar keti ng rese arch ·
• Und erta ke pre and pos t exp erie nce
or pack ages , in co~o pera ' .
• Pro mot ion of part icul ar pro duc ts t1on
I •• r•1ers; ..
with sup p
ome rs and indu st ry par tners.
• Com plai nt han dlin g for both cust
 T , .
Unit I The travel and tourism Industry

The role oftm~Or:llm&sfloi:qilDJIMICL

All tourists need somewhere to stay during their
holiday, and accommod ation therefore forms
..• . ~.'. i. .; .•
'-- an essential part of atour operator's package.
I I ' I I II I ·,;
I ' - II
However, the accommod ation sector provides
an enm m OtrS""vm"ie~ tioo types
to suit a wide range of visitors. Accommod ation
.ranges from luxury 5 ~@t~ which provide
facilities and services such as 24 hour room
service, gyms, swimming pools etc. to Gawpiag g.wi.m0s where the
visitor is provided with a patch of ground on which to pitch a tent.
Classification of different types of accommod ation is very difficult as
they can mean something different in another country. In the United ~
States, the meaning for an 'inn' is a hotel or motel style
accommod ation usually operated by a chain such as
Holiday Inns. In Britain, an 'inn' would describe a pub-style (
accommod ation offering bed and breakfast.
A range of options are available at most destination s an~
it is common to find all of the following:

• • Hutetis an accommodat.'. on establishment of at least

10 rooms that correspond to high standards and offers
dining services (restaurant).
• • Mme} is an accommod ation establishment of at least 10
rooms situated near a road that is primarily meant for
car travellers and has a safe parking site.
• Guesth&use is an accommod ation establishm ent of at
least 5 rooms which offers dining services.
• • ffn-stel:wis a simple accommod ation establishment for
holiday, sport or study visitors that offers dining or
cooking facilities.
• .Jlo]iday.-v;iU. , _ ~ R is an establishment providing
limited accommod ation services, which has an enclosed
area for tents and/or caravans, parking sites for motor
vehicles and/or dwelling houses (bungalows).
• ....H&liitlay-kome is an acco!!1modation establishment
for holiday-makers, which is rented out fully and has
cooking facilities.
•..,Yi-SMOll's apa• tment is an accommod ation
establishment with food-prepa ring facilities which is
rented out.
• ~ t means accommod ation services at a private
farm, house or apartment which includes breakfast.

r -a .-: J d Sk1 :It ,

. \ . IGCSt vel and Tourls

An important distinction in the accommodation used by toudSt5 is

in the difference between serviced and non-serviced types. Servicc_d
th
accommodation means that members of staff are available on e
premises to provide services such as d cm1i11g, m~ s' and toom Set 'i«.
The availability of such services, even if they are not in fact used, is
included in the price charged. If the accommodation is non-serviced,
this means that the sleeping accommodation is furnished and provided
on a rental basis, normally for a unit comprising several beds such as
a cottage, an apartment or caravan. While services for the provision of
meals, bars and shops may be available on site on a separate commercial
basis, as in a holiday village-;-they are not rnc-ttrded ln fhe ptite d,&1=sed
for the acc0Hu~odatiOJ1 .
Most of the hotels used by international travellers have rooms
with en-suite bathrooms and, more commonly in the United States
than elsewhere, climate control. Other feature5
usually fo und include a talet>ho.i.e, UH alai:w clock,
a telw ii;ion, and broadband Internet connectivity.
Food and drink may be supplied by a mini-
bar (which often includes a small refrigerator)
containing snacks and drinks (to be paid for on
departure), and tea and coffee making facilities.
The cost and quality of hotels are usually
indicative of the range and type of services
available. Due to the enormous increase in
I tourism worldwide during the last decades
of the 20th century;' stanaai;d.
• , espec1'ally
t h ose of smaller establishments i.._ .
'd bl 'mr.e tHtpn~ved
cons1 era . y. For the sake of greater comp arab 1Tity, ratmg . systems
.
h ave b een mtroduced, with the one to five stars c1ass1fication . bein
.
most common. For mstance ' most people recogmse • that-a S J~&. g
.
hotel will have excellent service ' be except·ion all y clean a d t' d .
1
housekeeping staff on call 24 hours have t d n Y with
and have a wide range of facilities ~n 0 ~ -~~te,luxurious decor
""''·T' - ~otel h
hand will have fewer facilities, less luxurio us d1.ccor and mon t .e other
1 .
ore 1m1ted
services, such as a limited 24 hour room se .
entire restaurant menu. · rvice menu instead of the

The role of catering outlets

Cati•iftgieem,ies are very important for the crea t·ion of s ·t bl
conditions for tourism and for satisfying tour· t , b . ui a . e
~ is s as1c need
specific destination or resort. However, such fi00d and beve s In any. . .
should not only be regarded as being a basic to . rage facilities
unst need· th
importapt to the development and promotion of all t ' ey are also
. ypes of tourist
 , .. ~ ..,.. -1" , . ~... ,,
- .

'·
I • •-

facilities, and can be classified as tourist attractions in themselves.

They are certainly a key tourist facility within any
destination. In Poland, for example, there exists basic
catering facilities providing regional and traditional
menus which fulfil the role of tourist attractions at
a regional, national and even international level.
1
Additionally, in Krakow there are cafes and winebars
which are particularly attractive to tourists for their
historical value, menu and special atmosphere. This
diversity of catering facilities should be taken i~to
account by those responsible for destinat ion management
within tourist areas.
To help you appreciate the importance of hospitality provision within
tourist destinations you can now undertake an investigation within your
local area.

(a) Identify the range of accomm odation providers available, including: '
1,._..1

• hotels
-...,.....,-, .~~l-fM~ l)f ~.."'!' '- ~•
• hostels
· .) •~H~. rttt~ ;. •~
• apartme nts
• guest houses
• camp sites.
(b) Choose an example of each and describe the products and services available.
(c) Explain how such propertie s can be classified using various grading criteria.
(d) Examine the occupancy trends within your chosen areas.
ion Manual' and
Sources of information to help you undertak e this task include the local area's 'Destinat
criteria are available
sample promotio nal materials produced by individual providers. Statistics and grading
from the local tourist board.
services needed
This work could be expande d as it is a good opportun ity to investigate the products and
by leisure versus business travellers.

The role o~sp, 0flt.-j:>M:J,,,;&efS~

Transport has developed hand in hand with tourism. Improvements in
transpo rtation facilities have stimulated tourism and, in turn, tourism
demand has prompt ed transpo rt developments such as the growth of
.;barter air;rSeprices to serve the international tourism market. Transport
developments have· made tourist destinations accessible to their markets
in tourist generating areas. All tourism depend s on access, and the lack
of accessibility can inake or Break a destination.

7
•··
I>~
,i-:~
IGCS~ vel and Tourism _ ____ "
~ \ i,
. . 1'ffi[fll5ffaM'Hffi!H.-,-"lil ry
Methods of transportation used by mte d f leisure tourist
f h . d' 'dual The nee so a
according to the needs o t e m ivi · . for business purposes.
will be quite different to those who are travelhn~ ·u ak •nto account
However, it is fair to say that an m . d'1Vl.dua1tounst w1 t e. I df ·
. f departure points an immg
factors such as price, convenience, ch 01ce o
of services when making • t h eir · t ravel arrangements. .
. .
a:LAif ttanspo11t providers me1u e e d th maJ· or national
. .
. . C A'rways
1 British Airways,
. ,
carriers (such as Air India, yprus • ,
Emirates etc.) as well as the 1ow-cost , budget or no frills
airlines (such as easyJet and tt; afbiii.r). These carriers operate
scheduled flights that run to a published timetable a nd
operate irrespective of whether there are enoug~ passengers
1 to make a profit or not. However, because of their regular
' flights, variety of routes and service standards, they attract
both business and leisure passengers.
Not all tourists flying to their destination travel on a
schMmca a;~t. Cllai;~or ~itJkti..are mainly used by the package holiday
industry and tour operators who make a contract with an airline for a
specific route for the peak holiday season. Furthermore, charter airlines
frequently operate on routes, or to airports, where there is no scheduled
service. Much of the traffic through small and medium sized airports
in the United Kingdom consists of charter flights, and the survival of
these airports often depends on the airline landing fees they get from the
charter companies.
Although charter airlines typically carry passengers who have
booked individually or as small groups to beach resorts, historic towns,
or cities where a cruise ship is awaiting them; sometimes an aircraft
will be chartered by a single group such as members of a company, a
sports team, or for travelling to a major event. Many airlines operating
regular scheduled services (i.e., for which tickets ru:,e ~.<?.!d directly to
passengers) have set up ~~arte~ divisions, though these have not proved
- -~~ to be competitive with the specialist charter operators.
r/ Ptdtrt I t! ?roviders include ferry operators and Ci uise-
/ wawp:mi@e. However, in terms of being a transport · · al ·
. . prmc1p , 1t
is the ~ s , ,that will be considered m· this ms · t
ance.
The services provided by the ferry companies help to link
groups of islands such as those found in Greece· t
or o connect
an, island destination to an adjacent larger land
. mass, such as the
UK and mainland ~~rope across the English Channel.
-Rail kesp~stas unportru:1t for travelling both Within
and between different countnes. Services are h d
. . sc .e uled and
travellers perceive trams to be safe, mexpensive and m .
. . . ore conve111ent
for many journeys. A tram Journey mvolves no long check-.
ms, no extra
ra](r__ ~
 t I Thevavel and rouris~

charg es for baggage, an ever-chan ging view and no

:Ja
led .eus Ir-.af\Sf,ci:s..as-,t.he-t r-e in~ trni ght-~RLQ..city
QI~ It is thus no surpr ise that the Euro star servi ce
carri es more passe ngers betw een Lond on and Paris
than all of the airlines put toget her. Rail travel is also
popu lar with inde pend ent travellers b;:causc.: train
s on
majo r inter-city route s have many facilities rang ing
from sleeping comp artm ents to resta uran t cars and
even
lapto p plug- in sockets. Ther e arc some very famo us
forms of rail trans port. Th~ ieA .t Expcess , the Tran
s-
Sibc, itm Rnilwar and the SHMt~ AfriGan,.Bl,ue Train arc
all wdl know n for their sight -seei ng appeal and are
attra ction s in their
own right.
!::Goadt ~ t oper ation s can be categ orise d as follow s:
--- --- ~-; ;-- --- --- • express coac h services, dom estic and inter natio nal;
• private hire services;
• tour and excu rsion oper ation s;
• trans fer services.

Grey houn d in the Unit ed States is one of the most

famo us
inter-city express coac h oper ators but it has to com
pete
with budg et airlines and Ame rican Trac k (AM TRA
K) rail
services run by Natio nal Railr oad Passe ngers Corp
orati on
for its custo mers . With in Euro pe, the bran d nal1]£.,fu,
ro)joes.
is mad e up of 32 inde pend ent coac h comp anies oper
ating toge ther to run
Europe's largest regu lar coac h netw ork. This netw ork
conn ects over 500
desti natio ns, cove ring the whol e of the cont inen t,
inclu ding Moro cco.
Euro lines services allow passe nger s to travel from
Sicily to Hels inki and
from Casa blanc a to Moscow.
~ an be hired inde pend ently throu gh inter natio nal chain
s
such as H~ or by mak ing a reser vatio n
throu gh travel agencies. Car hire is popu lar with
inde pend ent travellers beca use vehicles can be colle
cted
at an airpo rt and retur ned to anot her office elsew
here if
need ed.
Ptr- d~l 1't1ays=ate"veiy pOp"dMtr~articularly
whe n visiti ng desti natio ns such as Aust ralia , New
Zeal and
and USA.G1PilpeJW.aor..,~re beco ming incre asing ly
popu lar
both in New Zeal and and in the Unit ed States wher
e
more than 25 milli on Ame rican s make use of them
each
year. Whi le not chea p to hire, they have the adva
ntag e
of flexibility and inde pend ence prov iding both trans
porta tion and
acco mmo datio n.
 s
rfilge IGCS~ vef and Touris

Theqok yf am C . t attractions .m.• .1

It is important to realise that touns d tourisrn industry and.
f the travel an .. .
dynamic componen t o . d eYolvi ng. lounst
. all)' changing an
as such, are contmu . . bv provid.1ng
. . to a destinatio n ,
attractions draw VJsitors t entertainm ent
.. l . n anmsemen , .
opportumt ies for re axatJO ' f h visitor attral'.t1ons
· rtance o sue hould not be
and education. Th e impo ·
within the travel and tourism · 1·ndustrv' s

underestim ated. .fi d as follows:

Visitor attractions can be class1 e
mountains . forests.
• Nahiral attractioM-(examp1e ti , -)
landscape eaturu;
_ _
coastline, lakes/ waterways,
le theme parks.
•◄r:Buift sttrestiaa.c ( examp .. . .
. h ·tage centres, sports fac1ht1 e:,,.
I J
museums, en
t s cinemas,
. cu tura . . :,
fam ily entertainm ent cen re ,
. , an1·mal parks ' historic sites, shopping
attractions
centres).
. . s-w-.ni
Popular tourist destmatton ~- • ~Qt.attr. acti~ s. Every
........u i t-

attraction, regardless of the size and scale of operation, ,_vil~ attempt

· ·
to appeal to as many v1s1tors as poss1"ble Jn · o ILd~r to roauro1se.p w fit.,;
.
and to generate funding to support its further developme nt. In this
way, attractions will over time introduce new facilities in an attempt to
remain profitably in business.
The role of entertainm ent venues
Attractions are an extremely important part of the
tourism industry and are the driving force behind
much of the developme nt that has taken place in a
variety of destination s. It can be argued that tourist
attractions are the most important componen t in
the tourism system. They are the main motivator s
for tourist trips and are at the core of a destinatio n's
1 tourism product. Without attractions there would
,; be no need for many other tourism services. Indeed,
1 tourism as such would not exist if it were not for the
attractions. A great many tourist attractions hav:e.stron g..
enwF~ai.A m81N.-Q~c ;tions, being areas that are used
primarily for an audience to be engaged or captivated .
These include sp&rts-s~ttd ia, th~ d museums, all of
which could be considered to be tourist attractions . Indeed
, many-enrer-tain'iftfflt-venues-are seefi as tourist"attr action s.
 'JV'
e,:

The travel and tourism indusa:,t

R(ampfe
and
An importa nt characte ristic of many entertai nment venues is the fact that they offer products, services
Liverpool, England
facilities that appeal to different types of customer. For example, Aintree Racecou rse near
the race course generates
is famous for being the home of the Grand National Steeplechase. However,
nds can be used
revenues from hosting a variety of events apart from horse racing. The race course grandsta
of meeting s. The
for business tourism events such as conferences, seminars, exhibitions and various types
venue caters to weddings and other types of private
functions as well. Aintree's International Equestrian
Centre was launche d in 2007 as part of a £ 35 million
redevelopment program me. This new facility, primarily
used for show jumping and equestri an events, also
has the dual purpose of being 3700 square metres of
exhibition space with an additional area of 1100 square
metres allowing space for catering or storage. Since its
opening in 2007, this exhibition space has been used
for an array of high-profile and importa nt events such
as music concerts attracting over 45,000 visitors to see
acts such as Pink, Deacon Blue, Amy Winehouse, Girls
Aloud and the Sugababes.

s such as:
Identify the main visitor attractio ns that your local area has to offer. Put them into categorie
• Museum s
• Art galleries
• Theme parks
• Theatres and places of entertain ment
• Religious buildings
the following factsheet for each.
Working in small groups, visit two different types of attraction s and complete a copy of
Attracti on I Attracti on 2
Name and location
tl'ltf dtJc:rlpdon of attraction
What Is there for visitors to do?
ii, !YI?!• of visitor
Facilitie$ for business visitors to use
~ (R_r vltlcor1 with 1pecl~-
Cat-erln facilities

ns provide
This will give you a good idea about the ways In which different types of visitor attractio
different products and services to meet the needs of different types of custome rs.
 ..
a-~
. n and guiding
The role of tourist inforrnat10
services c t the activity o f
.din usually re1ers o d
Tour gw g f . ·tors aroun a ~
~ ~ ~~~il~~~w
_;u;cmnpany ig a ~ orruijpo~• ~ -
of a region, giving
particular site, town or part phy of that
[ -.VISITOR INFORMATION CENlRt . th history and geogra
~nfut- 11-1a..,_tt~e~n ~ , and generally
area, poJJJ..tW:g,-o . . the group
being responsible for conducting_ 1 . .ff> escot:1
. .de's roam ro e is
efficiently. _Th~ ~0~ 1s~~ rs fr om atnoad or frewi
groups or md1VIdµ ~ w t
nd the monumen s,
the guide's own coun~ry arou .
sites and museums of a city or region interpreting,
inspiringly and entertainingly, m4ft
- ~
lang.uag~ ~ cultural and natural heritage and
environment.
To help you understand that you r local 'area's travel - ~ Jqfgr;m21i0:A Ccn ti es (JlIEs-) carry a wide
and tourism industry comp rises sever11 rnte r- range of promotional leaflets, brochures, guide books
related sphe res of activity offering a wide range and other material relating to the local region. They
of opportun ities for visitors, try to compl ete th e
are usually found at locations such as poin~
following e xercise . Id entify and provide examples of
(airports, railway stations and ports) or central
the main travel and tourism co mponent activities
present in your local area. Then, place these into locations withir wajct tc11ri0t Moas In addition to
suitable categories, such as: providing help and advice, booking accommodation
• Ente rtain ment is an important service that is provided for visitors.
• Travel agencies and ancillaries Furthermore, TICs"81'e k@{½We~ uses as a:rroertiet
• Transport for the booking of local guided tours and they also
• Catering provide information about local guides.
• Accommodation
• Sport and leisure The role oHmeille, 1 LOOfist sefvl't:es
• Other visitor attractions The. chain of .distribution provides m ..
any opportumtles
Now undertake simple forms of analysis of the for mtermed1aries to offer additional t ravel products
current range of products and services available .
· or example, some
and serVIces to their customers F
using the categories already identified, by means of: .
travel agencies also generate inc fr
• Tally chart ome om Bureau de
change or ti--a oeHcr 's cheque ope i"ffin?s... ..
• Bar chart . h ra 1 Trad1t1onally
t h 1s as been a significant sou f. ,
• Pie chart . rce o mcome for
You will then be in a position to identify the total
some maJor travel chains such Th
as omasC 00k d
number of travel and tourism suppliers.You could American Expres,s. TraveLt . an
a&ttPat tc@ooiS offi db
then express the numbers in each category as a tour operators and travel ag . · ere oth by
enc1es. In this
percentage of the total. This approach will allow you agents and tour operators . way, travel
. . can earn me fr
to quote accurate figures, thus indicating comm1ss1on paid by the se . ome om the
rvice provid
the scale of the local industry. For example, representing. TICs can 0 a- ers they are
uer an exte .
the local area contains 25 hotels, 17% of information services op . nsive range of
urism activities are to do with
. , erate acco .
crave I and to serVIces, sell-t-tek~~•d L
,cn--e1-1ea~r:es-: .d mmodation booking
oc I regi'gm ·@ 0...t0l?l-r,s~~~ i d
entertainment etc. events.as w&llas,some 1 al
£ • ..,

•
ona1 travel t·1cke ts.
 ~ ....
1l
. - ' .

4;,., ...,_,..
The trave;and tourism: ~ -

They also frequently have on sale a range of ~6al SQI.W@all:~uhlications

and postcards.
The role and function of tourist boards .
The role ofNaaoHfli Tomi:un Or,g&A!isatio0s (NTOs) is a very significant
one. The mission of such organisations is to increase the value of inbound
tourism to a particular country. Frequently, ·
a series of oe:jee~e~ d the NTO ,~cmtatc a sh ategy fuNl;ieir
implementation. 'The structures through which delivery eventually
takes place are usually hierarchical and the number oflevels in such an
arrangement will vary from country to country. The important point
to be aware of is that the NTO will exert control and influence from
above while the local or regional tourist board will be in the front line of
delivering services to the given destination's visitors. It will now be helpful
to look at an example to illustrate what precise roles and functions are
actually undertaken.

'E;campfe
The role of the Croatian National Tourist Board
Established in June 1992, the Croatian National .-------------------"-----'--- ----,
Tourist Board (CNTB) is a national tourist
organisation that is responsible for creating the

el
country's tourism identity and enhance the

TIA-
reputation of Croatia's tourism product.
The organisation's mission also includes the
planning and implementation of a common
tourism development strategy as well as being
responsible for the overall quality of the Croatian National Tourist Board
whole range of tourist services on offer in the
Republic of Croatia.
The main functions the CNTB are as follows:
• to have involvement in all aspects of the total tourist product of the Republic of Croatia
• to structure and conduct market research for the promotion of Croatian tourism
• to design programmes and plans for the promotion of Croatia's tourism product
• the analysis and evaluation of promotional activities
• the establishment of a Croatian tourist information system
• to deliver international and domestic tourist information activities
• to establish tourist representative offices and branch offices in foreign countries, together with the
organization and supervision of their work
• to cooperate with national tourist boards in foreign countries and with specialised international
regional tourist organisations
• to take necessary measures and plan activities for the development and promotion of tourism in the

-
less developed areas of the Republic of Croatia.

•
-