CU-BSC.TTM-SEM-IV-Automation in aviation and tourism Sector-Second Draft

BACHELOR OF SCIENCE TRAVEL AND TOURISM MANAGEMENT SEMESTER-IV AUTOMATION IN AVIATION AND TOURISM SECTOR

CHANDIGARH UNIVERSITY Institute of Distance and Online Learning SLM Development Committee Prof. (Dr.) H.B. Raghvendra Vice- Chancellor, Chandigarh University, Gharuan, Punjab:Chairperson Prof. (Dr.) S.S. Sehgal Registrar Prof. (Dr.) B. Priestly Shan Dean of Academic Affairs Dr. Nitya Prakash Director – IDOL Dr. Gurpreet Singh Associate Director –IDOL Advisors& Members of CIQA –IDOL Prof. (Dr.) Bharat Bhushan, Director – IGNOU Prof. (Dr.) Majulika Srivastava, Director – CIQA, IGNOU Editorial Committee Prof. (Dr) Nilesh Arora Dr. Ashita Chadha University School of Business University Institute of Liberal Arts Dr. Inderpreet Kaur Prof. Manish University Institute of Teacher Training & University Institute of Tourism & Hotel Management Research Dr. Manisha Malhotra Dr. Nitin Pathak University Institute of Computing University School of Business © No part of this publication should be reproduced, stored in a retrieval system, or transmitted in any formor by any means, electronic, mechanical, photocopying, recording and/or otherwise without the prior written permission of the authors and the publisher. SLM SPECIALLY PREPARED FOR CU IDOL STUDENTS 2 CU IDOL SELF LEARNING MATERIAL (SLM)

First Published in 2021 All rights reserved. No Part of this book may be reproduced or transmitted, in any form or by any means, without permission in writing from Chandigarh University. Any person who does any unauthorized act in relation to this book may be liable to criminal prosecution and civil claims for damages. This book is meant for educational and learning purpose. The authors of the book has/have taken all reasonable care to ensure that the contents of the book do not violate any existing copyright or other intellectual property rights of any person in any manner whatsoever. In the event the Authors has/ have been unable to track any source and if any copyright has been inadvertently infringed, please notify the publisher in writing for corrective action. 3 CU IDOL SELF LEARNING MATERIAL (SLM)

CONTENT Unit 1 Information Technology In Tourism ........................................................................... 5 Unit 2 Automation In The Tourism Industry ........................................................................ 22 Unit 3 Billing Settlement Process ........................................................................................ 51 Unit 4 Airlines Reservation System ..................................................................................... 63 Unit 5 Introduction To Computerised Reservation System................................................... 87 Unit 6 Different Computerised Reservation System Operating Worldwide ........................ 109 Unit 7 Aviation Lingos ...................................................................................................... 126 Unit 8 History Of Airlines Ticketing.................................................................................. 147 Unit 9 Types Of Ticket ...................................................................................................... 170 Unit 10 Special Fares And Discounts................................................................................. 189 4 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT 1 INFORMATION TECHNOLOGY IN TOURISM STRUCTURE 1.0 Learning Objectives 1.1 Introduction 1.2 Role of Information Technology in Today’s World 1.2.1 Information Technology in Education 1.3 Importance of Information Technology in Tourism 1.3.1 Role of Government of India in development of IT in Tourism 1.4 Challenges 1.5 Future Prospectus 1.6 Summary 1.7 Key Words 1.8 Learning Activity 1.9 Unit end Questions 1.10 References 1.0 LEARNING OBJECTIVES After studying this unit, students will be able to  Differentiate between Technology and Information Technology  Understand the Role of Information Technology in Tourism  Explain Current Scenario and Way Ahead of IT by Government  Describe Future prospects of Information Technology in Tourism 1.1 INTRODUCTION Technology Vs Information Technology Technology is a manner of accomplishing a task using technical processes, methods or knowledge whereas Information Technology (commonly referred to as IT) is a product, service or toll that derives its value from data. Technology is a generic term used widely for physical process that can be achieved by an object or a service. For example, electric vehicles can be seen as future technology as a replacement for Gasoline vehicles. 5 CU IDOL SELF LEARNING MATERIAL (SLM)

On the other hand, Information technology is something that is related to technology and at the same time involves usage of data, numbers and other quantitative data that is usually embedded with Technology. Together they create various things that we use today namely Smart phones, Electric cars and Communication Software Technology vs Information Technology Technology Information Technology Definition Products, Services or tools that Products, Services or Tools that are primarily physical derive their primary value from data Examples Space Foldable Devices Energy Mobile Application Transportation Business Software Buildings Games Both these have seeped into each and every aspect of Society and have huge impact in our day-to-day activities. Research and Development has been going on to improve these for the betterment of our life especially in Transportation, Health and Financial sectors 1.2ROLE OF INFORMATION TECHNOLOGY IN TODAY’S WORLD Right from Agriculture where a person uses machines to spray Pesticides and other heavy machinery in fields have simplifies the process of doing Agriculture for satisfying the ever- growing needs of Humans Technology plays a prominent role. Now Information Technology has gone a step further. Simple mobile apps will tell the average rainfall of that area over past 50 years to analysing nutrients and components of soil. Digital Agronomy provide Irrigation facilities, Warehousing and Cold Storage facilities along with right king of information to grow right king of crops in the area depending upon weather forecasts, Soil nutrient information. For a person living in rural areas, a person might be using Smart Phone to communicate people living in other areas. Compared to just 20 years back, household electronic and electrical devices have increased in an exponential rate. Electric tooth brushes, Electric Heaters, washing machines and Dish Washers have changed the way we clean our bodies, clothes and utensils. Washing Machine and Television have become indispensable part of our lives. Some silly items like Milk Boilers, Electric Kettle, Air Fryer, Sandwich Maker, and Coffee Maker have taken a place in our Kitchens impacting the way we eat food including calorie aspects. 6 CU IDOL SELF LEARNING MATERIAL (SLM)

But this Information Technology has proved to be boon in few areas such as medical care which are used to analyse, prevent and treat various diseases. Can you believe that about 90% of the disease came in the last century? This is due to unhealthy lifestyle and carefree habits that have destroyed our nature The lockdown and quarantine have further increased our dependency and frequency of usage of these devices and Technology associated with it.Information technology will improve innovation and with innovation we can succeed in business. Innovation is the main thing for an inventor and has the same impact that wheel had on Early Man. A start up without the use of Information Technology in its day-to-day operations is less likely to succeed in today’s world. In today’s world it is almost not possible to do any business that has not venturedinto digital platforms. Minor things like agriculture work force can have improved efficiency usingAnalytical tools. Agriculturists are usingTechnology for production management, financial outlook, research tools, and procurement strategies. The main rule of management is to cultivate innovation with information technology. The basic start-up companies of any industry are just Online, and Technology bundled version of existing successful companies. Devoid of any support of Information Technology, it is difficult for a business to scale up and become successful to become a unicorn in their sector. The technological impactshavechangedcompaniesin the last decadewith the help of five important things stated below: 1. Information technology has given companies the necessary tools to come up with viable solutions. It automates increased efficiency and functioning of aspects such as larger memory, faster speed, HD Videosetc. Together with software (Mind mapping software like Coggle and Mural, collaborative software like Microsoft Teams, organizers like Trello, Slack, etc) have made it more dependantand less complexto research data, analysethem, and plan improvements. Many tools are available to organise complex data and get solutions 2. Information technology will make companies to solve problems and come with intelligent solutions. Smart decisions taken by managers are based on efficient planning techniques. This can happen by integrating teams and connecting them with video conferences, meetings, collectinggeneral opinionthroughMicrosoft forms and social media, and using online surveys to get consumer feedback. One can also useanalytical tools like Fathom Analytics and Kissmetrics. 3. Information technology will ease cheap and efficient marketing. Marketing has come from Newspaper and Banner Prints to online advertising methods (SEO, SEM, and Microsoft Ads) whichhad more generic reach than traditional marketing of findingpotential customers, asking their needs, and building a marketing campaign to make them to buy the goods or service. It is not viable nowadays to read newspaper ad and get 7 CU IDOL SELF LEARNING MATERIAL (SLM)

influenced by it in a large scale. With the help of analytics, we canknow numbers of how many people clicked on an online ad and how many actually proceeded till checkout. 4. Information technology has increased consumer support. Consumers can receive support from many channels like phone calls, emails, social media platforms, video calls, webinars, and so on as per their wish. Apart from that, consumer relationship management companies can help Management officialsanalyse consumer pattern and behaviour. 5. Information technology has changed resource management. Cloud computing like Windows 365 allows workers to use any device anywhere in the world to access their enterprise level software. One can cross work on documents and other files together. 1.2.1 Information Technology intoday’s world The advancement of change brought by new technological inventions has an important change on the way common people schedule their day-to-day lives. Novice and engineering technologies question the old practices of teaching and learning, and the medium education is taught. Information technology, which is an important instrument of study,and its due help is having a big impact across all curriculum areas. Simpler communicationapps giveimmediate reply to a vast array of data, changing atmosphere and search functionalities and skills. Quick communication along with easy access to IT in the home, at office, and in educational institutions, could mean that learning is really a lifelong activity in which the pace of technological change requires continuous evaluation of the learning techniques itself. Access to variety of learning resources In today’s age of technology. IT provides lot of resources to develop the teaching methods and learning activities. B taking the help of Information Technology, it is easier to access lectures with audio and visual aids. The learning techniques are being explored and implemented. Now this different and lot of start-ups as part of the IT syllabus, students are forces to use laptops as means of continuing their studies. Long story short, they need to make use of the new apps withtechnologies to share ideas, discuss projects, and use other data in their resources. Quick Access to information Information Technology has provided quick access to data in education. Now in the era of computers and internet the speed of acquiringknowledge is simple and one can get education anywhere and anytime. New Information Technology has always been introduced into well- known patterns of inducing them into Internet of Things which has been gaining popularity all over the world. For example, the office people working with documents have been using file sharing and cloud storage while working at different places 8 CU IDOL SELF LEARNING MATERIAL (SLM)

All time learning In the era of internet and technical connections the speed of acquiring knowledge is very fast and one can get graduated by online learning. One can study whenever he desires, no matter it is day or night and no matter it is any country as long as they have stable Internet Connection. One can choose his/her desired timings and continue the learning process. Collaborative learning New collaborative software has made it easy to study or teach in groups or in batches online. With online we can be coming together to do the required task. Efficient online software along with stable internet connection has various recording and playback systems based on computer technology where all have a responsibility to take part in educational broadcasting in the new age. The Internet and most common websites are now familiar to netizens including students in developed countries and among educational institutes Multimedia approach to education Audio-Visual software and use of devices and materials that involve sight, sound, or both, for educational purposes like Videomeet.in and Bharatmeet. Live. We can also use devices like web cams, mic, and video cameras. The growth of audio-visual education with the help of software has made developments in both technological systems and learning techniques. Various research studies in the analogy of learning exemplify the use of audio-visuals in education has several advantages over traditional black board learning. All learning techniques are based on perception, the process by which the brain acquires information from the surroundings and resources. The advanced techniques of knowledge and basic learning formation cannot happen without prior perception. Students can only acquire limited amount of learning and knowledge at a time; their absorption and acquirement of information is influenced by genes and self-learning as well. Studies have found that more knowledge is acquired if it is transmitted simultaneously in two ways like seeing and hearing. Also learning is increased when resources areorganized, and that institution is helping the student. These studies say there is a lot of value of audio-visuals in the educational process for the student. They provide first-handknowledge to the topics and knowledge for topics like Geology and Geography. Authentic and up to date information The information and data which are available in the internet may not be entirely correct and even one should not trust Wikipedia blindly. One should look at date of the article published Internetis a shortcut of international network that operate to common standards and enables the laptops and the programs they run to communicate directly provides faster and vast amount of information to the internet users. Online library 9 CU IDOL SELF LEARNING MATERIAL (SLM)

Internets have different kinds of books in the form of Audio books, Articles and podcasts and in pdf format. But epub is the best format to read books online. We can get lot of information from this free online library. As an indispensable part of Information Technology, students are advised to think of laptops as necessary tools to be used in all aspects of studies and activities. In future, they need to make use of the new multimedia strategies to communicate projected ideas, discuss projects, and collect information for their work. This enables students to select the tools best suited to convey the message, to arrange information in an ordered manner, and to manage information to produce a productive document required for work. Distance learning Distance Learning is a type of learning at a distance or online rather than in a classroom. Due to the recent pandemic, communication with family and friends, technologies packed up in Mobile Applications and Software in the most recent phases multimedia and interactive; open up new chances, both personal and organisational level, for an intermediate expansion of online learning, much of it in leisure time. The word distance learning was coined in the advancement of a continuous communications like house study, self-study, group discussions and, most common, although restricted by uncommon means, correspondence study where you would be getting a Correspondence degree. The continual use of increased demand for access to educational technicalities and innovative chat technology has been increasing in the recent mobile space that raised many eyebrows in face of criticisms that distance learning is not a suitable substitute for traditional learning alongside other students in formal academic institutions. A powerful group learning has been reduced charge per student. At the same time, students studying at home themselves save on travel time and other costs such as hostel and building and electricity charges. Whatever could be the discussion of whether it could be good or bad, distance learning widens opportunities and chances for students unable for whatever reason (course availability, geographical remoteness, and family circumstances, individual disability) to study alongside others. At the same time, it could be a boon/gift for students who prefer learning at home. In addition, it is advantageous to organisers of professional and business education, providing additional incentives to adjust to the most effective way of communicating required academic information. Better facilities to children with disabilities Information technology has brought drastic unexpected changes in the life of disabled children in these times of pandemic. IT provides various mobile apps and software to educate these poor people without unnecessary movement or travel. Clearly, they should beprovided with special training as people who are deaf from birth are incapable of learning to speak. Deafness from birth causes sensory deprivation that can seriously affect a person's intellectual capacity or ability to learn. A child student who has hearing loss early in life may lack the 10 CU IDOL SELF LEARNING MATERIAL (SLM)

language stimulation that is experienced by children who can hear. This is the most important period for neurological plasticity is up to age seven which is most critical. Failure of acoustic sensory organ during this period results in failure in the development of synaptic connections that leads to certain conditions for the child which are not reversible. Late learning of language may cause a deaf student's academic progression to be lower than that of hearing student. The academic delay tends to be cumulative, so that a deaf adolescent may be four or more academic years behind his or her hearing peers. Deaf students who receive early language stimulation through sign language learning achieve academically along with hearing peers. Government of India is planning to develop its own sign language according to New Education Policy. 1.3 IMPORTANCE OF INFORMATION TECHNOLOGY IN TOURISM Like every other industry information technology has played a prominent role in tourism and travel industry. In the year 1982, Indian Railways has set up a central organization by the name COFOIS to digitalize freight operations. In 1986 the Ministry of Railways established CRIS, an overall company to merge all information technology-related activities of Indian Railways by merging COFOIS. Apart from Railways, Aviation industry, Transport Industry and Hospitality Industry have come a long way in Information Technology. Booking though websites has taken less than a decade to come from Agent Booking to Personal Booking Both foreign and domestic tourists are taking help of OTA i.e., Online Travel Agencies like EasemyTrip, Cleartrip Ixigoetc. to book trips, transport and stays. Apps have replaced tour guides with audio guides, historical stories, facts and other detailed information. One can listen to historical and cultural significance of a place though mobile apps instead of spending money on Tour Guides. Planning, booking tickets for transport and stays can be done in our homes without going outside. A simple message or screenshot would suffice in most of the cases, and it is replacing page or more lengthy Ticket papers and other documents. One can show ID proof from Digi locker app instead of carrying many cards like Driving License, Vehicle Registration, Voter Card, and PAN Card in your already bulky wallet. Some things like Passport should be carried physically if go abroad and Air Ticket and Visa can be carried electronically. In most of the websites Customer Care is taken care by chatbot and later will be transferred to a real person to further continue customer support. Even support can be assessed through Social Media DM’s or chat with Communication app. Even before going for a trip one can check reviews, suggestions and precautions to be taken from websites like Holidify, Trip Advisor etc… They act like social media for Tourists where people can share their experiences and post photos and videos. In many cases they helped to 11 CU IDOL SELF LEARNING MATERIAL (SLM)

take precautions on what kind of fraud possibly might happen and Information on how to contact police and authorities. Information regarding medical care and Emergency Response Units (ERU) can be shared with fellow travellers. These sites even share some ecological practises to be followed in the places of travel by tourists to have a more responsible and eco-friendly travel journey. Some places like Red Fort and Rashtrapati Bhawan are closed to tourists on Mondays. Availability of such information prior to planning a trip can help to make better itineraries and prevent on site confusion and frustration. Even info regarding how much locals could charge is available online to prevent fraud Foreigners need to keep information regarding their contact numbers, their acquaintances in the host country, contact of their country embassy and photocopies of tickets and Passport should be kept in handy. Both Government of India and embassy of their country are ready to help foreign tourists in case they encounter any unwanted problem in their visiting country. 1.3.1 Role of Government of India in development of IT in Tourism Government of India has launched Incredible India campaign along with website https://www.incredibleindia.org/content/incredibleindia/en.htmlin 2001 to encourage foreign visitors to visit India. They can know proper guidance of obtaining Visa from https://indianvisaonline.gov.in/. Promotional videos on Yoga, Wildlife, Wellness, Luxury and Cuisine that were produced by the Ministry of Tourism won the First Prize in the category of TV Cinema Spot at the International Golden City Gate Tourism Awards at Berlin in March 2019.The Promotional Calendar 2017 of the Ministry of Tourism on the theme “Go Beyond” won the PATA Gold Award in the category “Marketing Media – Travel Advertisement Print Media”. These are just few of the many achievements f Ministry of Tourism. Government of India is providing financial support to State Governments/ Union Territories for production of publicity material in collaboration with public sector One can use mParivahan app by Transport department instead of carrying Driving License and Vehicle Registration Card. Government of India has launched National Common Mobility Card (NCMC) where users can use that card to pay in buses, Metro trains, Toll Plazas. 12 CU IDOL SELF LEARNING MATERIAL (SLM)

IRCTC has introduced various apps like  IRCTC Rail Connect for booking of tickets  IRCTC e-Catering for food delivery to passengers directly in the train  IRCTC Air for Air travel tickets  IRCTC Tourism for planning your vacations and booking holidays  Rail Suraksha for Security related complaints and Redressal  NTES for live train tracking, information about scheduling and diverting of trains  Rail Sugam Freight Business for customers  UTS for Unreserved Ticket Booking near or inside Railway Station premises 1.4 CHALLENGES With increase of Information Technology, there has been increase in cyber-crimes as well. And the Tourism and Travel industry is not an exception. Now let’s talk about Digital Money. No, we are not talking about crypto currency, we are talking about use of Fiat Currency in a digital way. Ever since the Demonetisation in 2016 and subsequent introduction of UPI as mode of online transfer of money, there has been rise of lot of mobile apps and we can see QR Code outside many shops including those selling groceries and Milk products. This digital transaction of money will not replace currency notes at least not in the near future. This process has impacted Tourism industry with rise of e-visa and e-passport. But buses in many states including bus stations do not accept UPI as mode of payment. The same is the case with many tourist places that charge customers to visit the place. It is not 13 CU IDOL SELF LEARNING MATERIAL (SLM)

advisable to solely rely on UPI as whole network may run into some problem, there can be lag from your Bank side. As a proverb goes Hope for the Worst and Prepare for the Worst. In Tourist review sites, some are hiring people to write good reviews and fake certifications to get more tourists for their sub-standard hotels. Online sites should take action and close accounts of such sites who display such behaviour Some OTA’s are known to manipulate the price on their websites. For example, more cost of services when there was high demand during festivals like Dipavali and Sankranti. There were no regulations on such practises unlike Online Shopping Sites and OTT’s. Some users even complained of increase of price when they tried to check price of hotel many times before booking. There have been instances of some websites impersonating official websites claiming them giving offer valid for few days to get a trip booked for just 20% of the original price. People pay the amount in official websites. And in turn they receive fake receipts. Many cases like this go unnoticed unless an FIR in Cyber Crime is registered Airports are offering web check INS, check in via Kiosk services and Tele Check in services to avoid lengthy queues in traditional check ins. But not everyone will avail those services and replacing traditional check in with these may not be an advisable idea. Not everyone is a fan of Technology, thus walking tours and Bespoke tours have become more popular with Urban Tourists as they wanted to interact with people and engage with culture of the local people. 1.5 FUTURE PROSPECTUS Apart from challenges there were various advantages that makes it essential and advantageous to incorporate Information Technology in Travel and tourism. Information Technology has an inevitable role in the hospitality and tourism industry over the last two decades. Technology has helped decrease money, improve operational efficiency, and enhance quality services and customer satisfaction. Both consumers and companies can benefit from developed communication, reservations, bookings and guest service systems. Technology has helped tourism and travel companies replace costly human labour with technological bots. This helps in decreasing labour costs, but also helps avoid customer service problems. Here are some examples of the ways that IT continues to improve in the Aviation and tourism industry. Internet and Marketing The internet has a powerful impact on Aviation and tourism. A customer’s first experience with your business is by searching internet and visiting your website. This also means looking at pictures, ratings and reviews from last visited customers. It is vital for a business to 14 CU IDOL SELF LEARNING MATERIAL (SLM)

effectively use online advertising, social media, blogs, SEO, SEM and online purchasing to increase their customers, especially when your competitors are doing the same thing. Computer Systems Computer systems allow communication between larger hotel chains or travel companies with multiple locations far from each other to connect in a simple way. They also help keep employees on the same level and make it simpler to access information, making your customers happy with your service. Customer preferences, housekeeping information, and reservations can all be found on one system under a software log in. Mobile Communication Mobiles, tablets smartphones and now recently folding phones have replaced large desktop computers and laptops. This is very useful because many travellers take some type of portable device with them on a trip. This helps internet businesses keep customers advised of changes, tips and delays to their reservations, booking offers and inform them by using GPS tracking, push up notifications. Now let us look at the future technologies of Information Technology that could power Tourism and Travel industry  Forex cards which can used for different currencies in different countries. Now the power will be in the hands of private players and companies that indulge only in Forex services instead of Banks and Conglomerate financial companies  Companies might start using Crypto currency as mode of payment in Tourism and Travel Sector  Mobile Applications that offer Automation process in Airports  Travel Companies that offer their services only through mobile applications  Travellers prefer AI powered itineraries and trip planning to plans designed by tourism experts and Industry Veterans  Youth taking tours in rural areas like Farming tours, Artistic workshops, culinary tours, Bespoke tours, Walking Tours will increase  Foreigners take part in cultural interactions, Yoga classes, Wellness Retreats especially rich people trying to escape from their hectic schedule  Solo travellers come together and form group tours to acquaint each other  Hotels that allow customers to cook their own food and eat. They provide guidance with recipe techniques and materials 15 CU IDOL SELF LEARNING MATERIAL (SLM)

 Some companies are trying to offer sightseeing through Virtual Reality Simulation. It might even mimic Ancient Seven wonders of the world and some collapsed tourist places with immersive technology.  Heli tourism where a person travels in Helicopter to see aerial view of a city or any place with Architectural heritage. It provides a different point of view towards history.  Tourists are becoming more responsible towards environment and energy conservation and are opting for eco-friendly practises and Zero Waste tours  Many travel companies offer natural eco-friendly itineraries along with travel in electric vehicles Information Technology has transformed all industries and Services and Tourism and Travel Industry is not an exception. There had been drastic change in travel practises in the last decade and Information Technology is going to change it further which will be friendlier for youngsters Mobile Applications and Personalised travel are just tip of the ice berg and in future responsible travel and low environmentally damaging tourism policies will be implemented. Government, Travel Organisations, Travel Agents, Tour Operators and Travellers themselves should take note of the changing tendencies and make these changes more accessible to the public Information Technology in Travel Industry is going make unexpected changes in the coming few years due to recent pandemic and making it more susceptible to future technologies 16 CU IDOL SELF LEARNING MATERIAL (SLM)

1.6 SUMMARY  Technology is a manner of accomplishing a task using technical processes, methods or knowledge whereas Information Technology (commonly referred to as IT) is a product, service or toll that derives its value from data.  The speed of advancement brought by new technologies has had an important effect on the way people live, enjoy, and engage in leisure activities worldwide. Novice and emerging technologies challenge the usual process of teaching and learning, and education system on the whole.  In 1986 the Ministry of Railways has formed CRIS, an overall organisation for all Information Technology served activities of Indian Railways.  Both foreign and domestic tourists are taking help of OTA i.e., Online Travel Agency like EasemyTrip, Yatra, etc. to book trips, transport and stays.  Government of India has launched National Common Mobility Card (NCMC) where users can use that card to pay in buses, Metro trains, Toll Plazas.  Computers and laptops allow information exchange between larger hotel chains and travel companies across various locations all over the world to connect in minimum time. They also help keep staff on the same page and make it easier to access information, making your guests experience much better.  Government of India is providing financial support to State Governments/ Union Territories for production of publicity material in collaboration with public sector  Airports are offering web check ins, check in via Kiosk services and Tele Check in services to avoid lengthy queues in traditional check ins  Youth taking tours in rural areas like Farming tours, Artistic workshops, culinary tours, Bespoke tours, Walking Tours will increase  Some companies are trying to offer sightseeing through Virtual Reality Simulation. It might even mimic Ancient Seven wonders of the world and some collapsed tourist places with immersive technology.  Many travellers take some kind of portable devices with them on a trip. This helps travel companies keep customers advised of changes, tips and delays to their reservations, booking offers, and send notifications by GPS tracking and push up notifications. 17 CU IDOL SELF LEARNING MATERIAL (SLM)

1.7 KEY WORDS  Technology is a manner of accomplishing a task using technical processes, methods or knowledge whereas Information Technology (commonly referred to as IT) is a product, service or toll that derives its value from data.  Information technology is something that is related to technology and at the same time involves usage of data, numbers and other quantitative data that is usually embedded with Technology  Forex card works just like a prepaid card when you use it money is directly debited from the amount loaded on the card. Forex card can be used at any point of sale, which accepts credit or a debit card. Mostly there are 2 variants: multi-currency and single currency forex cards  Mobile Application A mobile application, most commonly referred to as an app, is a type of application software designed to run on a mobile device, such as a smartphone or tablet computer. Mobile applications frequently serve to provide users with similar services to those accessed on PCs.  Virtual Tour Virtual tour is a panoramic view or video simulation of an existing place that can be viewed online, often for travel or vacation-related research. A virtual tour is usually a collection of panoramic images that are played in sequence to view like a moving video with added sound and text effects, or a virtual tour may use models in place of real-life video and images.  Ecotourism is now defined as “responsible travel to natural areas that conserves the environment, sustains the well-being of the local people, and involves interpretation and education  Walking Tours, A walking tour is a tour of a historical or cultural site undertaken on foot, frequently in an urban setting. Short tours can last under an hour, while longer ones can take in multiple sites and last a full day or more 1.8 LEARNING ACTIVITIES 1. Observe and Outline what Technology and Information Technology is being used in your college and Home compared to 10 years back? ___________________________________________________________________________ ___________________________________________________________________________ 18 CU IDOL SELF LEARNING MATERIAL (SLM)

2. What mobile applications do you use for Travel, Transport and Stays? And what are future purposes of such apps. Compare and discuss them with your friends? ___________________________________________________________________________ ___________________________________________________________________________ 3. Organise a walking tour in your City/ Town/ Village for your family or friends. Journal their thoughts and feelings? ___________________________________________________________________________ ___________________________________________________________________________ 4. Pick some eco-tourism spots near your area and suggest tips to maintain Responsible tourism? ___________________________________________________________________________ ___________________________________________________________________________ 5. Discuss the role of Government in promoting Information Technology in Tourism, Prepare a suitable plan and hand over them to suitable authorities? ___________________________________________________________________________ ___________________________________________________________________________ 1.9 UNIT END QUESTIONS A.Descriptive Questions Short Questions 1. What are the key differences between Technology and Information Technology? 2. Provide 3 examples of Information Technology in Tourism industry? 3. Can you provide few examples of apps by Indian Railways and their purposes? 4. In your own words write down advantages and disadvantages of using Online Ticketing Platforms in planning, booking, managing of trips? 5. What is the importance of sharing reviews and experiences in Travel Social Media Sites? Long Questions 1. Distinguish between Technology and Information Technology? 2. Outline the utilisation of Information Technology in day-to-day world with brief and relevant examples? 3. How technological revolution have improved the business in the last century? 4. Describe the role of Information Technology in Tourism after the pandemic? 19 CU IDOL SELF LEARNING MATERIAL (SLM)

5. Outline the various uses of Information Technology in Travel and Tourism and how it impacted the industry as a whole? 6. What are the challenged faced by Foreign Tourists in the wake of Information Technology and the steps taken by Government to overcome them? 7. Discuss the role of Government of India in improving the Technology Infrastructure in the field of Tourism? 8. What are the future trends and practises of Information Technology in Tourism industry? 9. Describe the Challenges faced in Technological Sector of Tourism industry during quarantine and Lockdown period? 10. How did quarantine effectively improved the role of Information Technology used by Travel industry to make it future proof? B.Multiple Choice Questions 1. Which of the following is an example of Information Technology? a. Energy b. Transportation c. Mobile Applications d. Aerospace Technology 2. Which Online Travel Agency is the first and only Travel company to be listed in the Indian Share Market? a. Ease my Trip b. GoIbibo c. Make my Trip d. Clear Trip 3. Which of the following is not a program implemented by Ministry of Tourism? a. Adopt a heritage: Apni Daarihar, Apni Pehchaan b. Dekho Apna Desh c. Atulya Bharat d. Ek Bharat, Sresht Bharat 4. Which of the following actor worked as Central Tourism Minister? 20 CU IDOL SELF LEARNING MATERIAL (SLM)

a. Raj Babbar b. Ambareesh c. Sivaji Ganesan d. Chiranjeevi 5. Which of the following longest established travel companies has been declared bankrupt in the year 2020? a. Thomas Cook India b. Cox & Kings c. Agoda d. Booking Answers 1-c, 2-a, 3-d, 4-d,5-b 1.10 REFERENCES Textbooks • Winston, Clifford, \"The Evolution of the Airline Industry\", Brookings Institution Press, 1995. ISBN 0-8157-5843-X. Cf. p. 61–62, Computer Reservation Systems. • Wardell, David J, \"Airline Reservation Systems\", 1991. Research paper Websites • http://oxforddictionaries.com/view/entry/m_en_us1304940#m_en_us1304940 • https://simplicable.com/new/technology-vs-information-technology • https://books.google.com/books?id=jCfkJUL8oV0C&printsec=frontcover 21 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT 2AUTOMATION IN THE TOURISM INDUSTRY STRUCTURE 2.0 Learning Objectives 2.1 Introduction 2.1.1Need of Automation 2.1.2 Examples of Automation 2.1.3 Automation and Job Loss 2.1.4 Benefits of Automation 2.2 Main Categories of Automation 2.3 Global and Specific Automation approaches 2.4 Automation in Tourism industry 2.5 Automation in Aviation industry 2.5.1 Advantages of implementing automated tools and applications in flights 2.5.2 Five ways airlines can improve business efficiency with workload automation 2.5.3 Dangers of Automation in aviation industry 2.6 Automation in tourism industry 2.6.1 How Automation Travel Systems can help in tourism business 2.6.2 Further improvements of automation in tourism and travel industry 2.7 Summary 2.8 Key Words 2.9 Learning Activity 2.10 Unit End Questions 2.11 References 2.0 LEARNING OBJECTIVES After studying this unit, students will be able to 22 • Define Automation and list the types • Discuss Automation in hotel industry • State Automation in Aviation and further improvements • Describe Automation in Travel industry CU IDOL SELF LEARNING MATERIAL (SLM)

2.1 INTRODUCTION Definition and Types of Automation Automation is defined as a technique of making a process or a system operate automatically. It is the creation and application of technologies with minimum human intervention. The implementation of automation technologies, techniques and processes improves the efficiency reliability and/or speed of many tasks that were previously performed by humans. Human intervention is reduced by pre determining decision criteria, subprocess relationships, and related actions and embodying these predeterminations in machines. Automation, includes the use of various control systems for operating equipment such as machinery, processes in factories, boilers, and heat-treating ovens, switching on telephone networks, steering, and stabilization of ships, aircraft, and other applications and vehicles with reduced human intervention. Automation has its use in lot of applications ranging from a simple iron box for ironing clothes to a large industrial control system mechanismwith lot of input requirements and desired output systems. Automation has foundits use in unexpected area like the banking sector. In quantum mechanics, it can variate from easily managed control system to complex level algorithms Automation has been achieved by systems suchas mechanical, hydraulic, pneumatic, electrical, electronic devices, and computers, usually in combination. Complicated systems, such as modern industries, aeroplanes, and vast ships typically use all these combined techniques. The benefit of automation includes labour savings, reducing waste, savings in electricity costs, savings in material costs, and improvements to quality, accuracy, and precision. 2.1.1 Need of Automation Usually, automation is employed to minimize labour or to substitute humans in the most menial or repetitive tasks. Automation is contained in manual manner in all industries and machineries, although it’s more common in manufacturing, utilities, transportation, and security. Taking an example, most manufacturing factories employ many automated services in various automatic assembly lines. Human labour is essential to describe the process and supervise them;meanwhile the assembling of the various components and substances is done to the machines that convert givenraw materials into finished and usable goods. In the technical sector, the effects of automation are increasing exponentially in many areas of coding, simple and complex machinery. The implementation of new artificial intelligence (AI) and machine learning (ML) technologies is currently skyrocketing the evolution of this field. 23 CU IDOL SELF LEARNING MATERIAL (SLM)

2.1.2 Examples of Automation In the information technology domain, a software script can test a software product and produce a report. There are also various software tools available in the market which can generate code for an application. The users only need to configure the tool and define the process. Advanced business intelligence in applications is another new form of high-quality automation. In other industries, automation has greatly improved productivity in the last decades, saving time and cutting costs. From the simplest to the most complex application, automation is present in many forms in our everyday life. Common examples include household thermostats controlling boilers, the earliest automatic telephone switchboards, electronic navigation systems, or the most advanced algorithms behind self-driving cars. Home automation – uses both of hardware systems with the help of coding that gives control and systematic usage of appliances, digital devices within your house. Network automation - the process of automating the configuration, management and operations of a computer network. Office automation - involves using computers and software to digitize, store, process and communicate most routine tasks and processes in a standard office. Automated website testing - streamlines and standardizes website testing parameters for configuration changes that occur during the development phase. Data centre automation - enables the bulk of the data centre operations to be performed by software programs. Includes automated system operations, also known as lights-out operations. Test automation - software code goes through quality assurance (QA) testing automatically by scripts and other automation tools 2.1.3 Automation and Job Loss Automation makes sure the techniques are used effectively in the delivery of products and services. However, it inherently causes many workers to become unnecessary (especially unskilled ones) and end up being displaced. Automation will definitely have explainable negative effects on current employers and for all those jobs that do not necessarily have specific training or skills. But, many of these job holders could be easily retrained in new jobs, and the effects of this Automation on our service sector is revolutionary enough to create new opportunities and chances for everyone. Asper World Development Report 2019 from World Bank, the positive monetary changes in terms of new factories and employment opportunities available overcome the negative ones, but automation-based technological unemployment still is a cause for concern. 24 CU IDOL SELF LEARNING MATERIAL (SLM)

Inspite ofadvancements in automation, some human intervention is often needed, even if the machine can do most of the tasks. Automation professionals involved in the creation, application, and monitoring of such technologies are in high demand. 2.1.4 Benefits of Automation Automation provides benefits across all industries. While the following list is by no means exemplary, it provides a sense the benefits.  Improved quality  Consistency  Time savings  Metric visibility  Enhanced operational efficiency  Better governance  Reliability  Reduced turnaround times  Reduced costs of operations  Increase in productivity 2.2 MAIN CATEGORIES OF AUTOMATION Automation is widely used in many applications. As a matter of fact, there are many automated processes that you are already know and use them regularly. One can have examples like slim and sleek thermostats that self-regulate a mentionedtemperature ormaintain control. Seeking stability of automation is not useful as understanding the broad categorization: Fixed, Programmable and Flexible. Let us explain the three central types of automation in detail. 1. Fixed Automation It is also known by the name Hard Automation, Fixed Automation involves generating of job opportunities for specific machinery to automate a repetitive set of works, processing or assembly operations. Usually, the operational sequence is not complex, involves basic functionalities like rotational or plain linear motion, or a combinational mix of both. The advantages of fixed automation are qualified rate of production, lesser amount of the unit, and the automation of the material handling process. If the automation process was required to repeat the same work with similar unit, it is Fixed Automation. The most notable limitation, here, is that Hard Automation units must be replaced when new works need to be finished. 2. Programmable Automation 25 CU IDOL SELF LEARNING MATERIAL (SLM)

Programmable Automation allows new programs to be designed and implemented to the system to navigate new processes. Currently using thermostats and navigational cruise control are few examples of programmable automation — you set up a speed or temperature and the mechanisms conveniently produce the pre-programmed outcome. But with fixed automation, automation is designed with only one set of operation sequences, Programmable Automation allows for reprogramming for different kinds of tasks after a group of one kind is complete. The main advantage of the programmable automation is greater changeability to deal with the varieties of inputs given. It is considered as the better option for batch production of a variety of designs, it produces fewer units than both Fixed and Flexible Automation because of the changeover-time between functions. 3. Flexible Automation This automation type is an extension of programmable automation that has the capacity to produce a spectrum of products with nearly zero downtime and no complicated change-over manual procedure, which means greater production rate. Because there is no necessity for complex reprogramming, Flexible Automation can switch between works. It can upgrade thermostat and cruise control examples of Programming Automation. Modern adaptive ship cruise control and self-evaluating thermostats are examples of Flexible Automation — users need not to reprogram the mechanisms to manipulate their outcomes. In manufacturing, because there is no necessity for batch production, works can be completed whenever needed. Flexible Automation will give automatic and sudden changes whenever required to programmed sequences, such as production of different designs, with normally no down-time. In simple words, Flexible Automation is best suited for a variety of desired outcomes and high output. 26 CU IDOL SELF LEARNING MATERIAL (SLM)

2.3 GLOBAL AND SPECIFIC AUTOMATION APPROACHES Each automated system will come under the category of either Fixed, Programmable or Flexible, but there are many other global and specific applications of automation. Here we will explore some additional forms of automation, beginning with a global, integrative approach and then moving onto more specific types. 1. Integrated Automation Integrated Automation is a comprehensive automation framework. Integrated automation tries to reduce the complexity of independently automated work processes by streamlining communication between automated processes. Rather than allowing five automated systems to operate separately, integrated automation unifies them under one system. This automation type can include technologies such as Flexible Machining Systems, Automated Material Handling, and Computer-Aided Manufacturing. 2. Industrial Automation Industrial automation involves the use of technology to manage the most common tasks, including those that are hazardous for human laborers. Common implementation examples include Numerically Controlled Equipment, Flexible Manufacturing Systems and Computer- Aided Manufacturing. Industrial automation can improve the accuracy of production and increase safety protocols in the factory. 3. Computer-Aided Manufacturing Computer-Aided Manufacturing (CAM) uses computers and machines in concert to automate manufacturing. CAM is often integrated with Computer Aided Design (CAD) to improve manufacturing processes. Few of the advantages of CAM include increased material and production consistency, improved production output, and increased component quality. CAD designs verified by certified engineer oversight and then automatically reproduced using CAM. 4. Robotics Process Automation Developers use Application Programming Interfaces (APIs) to construct code that automates tasks and the backend interface in RPA (APIs). The robotic automation interfaces with the existing IT infrastructure, and no complicated system integration is required. Many back- office procedures, workflows, and infrastructure may be automated by RPA. These are the procedures. They’re generally labour-intensive, then they're simple to integrate with user portals, websites, and a variety of internal applications like IoT. RPA is a series of commands 27 CU IDOL SELF LEARNING MATERIAL (SLM)

carried out by bots in accordance with a set of pre-defined rules. RPA's major goal is to eliminate any repetitive and monotonous work that humans conduct. 5. Cognitive Intelligence To automate information-intensive tasks, Cognitive Intelligence relies on specialist software. RPA is commonly used in Cognitive Intelligence to automate tasks. This type of automation has a number of advantages, including lower operating costs, more customer satisfaction, and the ability to bring precision to complex business processes based on unstructured data. 6. Conversational Automation Conversational automation rapidly changing approaches to customer service. Messaging is the preferred customer service channel in the US, South Korea, Singapore and India. Conversational Automation is a step forward from traditional chatbots. Through its use of Natural Language Processing, it is free-flowing and unstructured. Because it is not dependent upon fixed responses like traditional chatbots, it allows for more human-like interactions. Conversational Automation yields better customer experience than traditional chatbots. Intelligent bots significantly reduce labour costs and improve customer service because of their 24/7 availability and rapid responses. 2.4 AUTOMATION IN HOTEL INDUSTRY Hotel Industry is now a days greatly influenced by automation and controlling Systems. Here in this article, we will discuss about importance of hospitality automation in hotel, hotel room automation system and their benefits, various hotel automation software. The hotel operations can be divided into two areas: (i) Front office, and (ii) Back office. The front office area includes reservations, registration, Guest History, guest accounting, telephones, Room Service, Restaurant, accounting, #housekeeping and Night Auditing The back-office area includes account, receivable, inventory control, food and beverage cost control, purchase management, payroll, personnel and budgetary cost control, etc. Even a 5% saving made through the use of computers over a period of one year for a hotel of the magnitude of approximately 400 rooms shall pay for the computer system cost. Automation in Hotel Industry: The justification of computer installation is not only in terms of economy and control but it provides improved service and guest handling which means a more satisfied guest. The cost of computer installation is determined by the type of hardware and software selected, as well as the functions it is expected to perform. The hardware is akin to that seen in other industries, but the software must be tailored to the specific needs of each hotel. 28 CU IDOL SELF LEARNING MATERIAL (SLM)

An application-oriented system, often known as a’ stand-alone system' or a 'dedicated system,' is intended to handle a single task in part of the system, for example, dealing with only pay roll or human resources development. The management can base their decisions on the analysis of data from the computer. Through the use of computers, tasks such as consumption at the restaurant can be monitored, purchase of raw material can be controlled, sales can be planned, clientele can be assessed, etc. Computer, apart from being used as a replacement for manpower and solving the filing problem, can also help in making a guest feel more cherished at the time of arrival and during stay, as it will help the clerk in knowing his name, his habits, birthday, likes and dislikes and can help in ensuring future visits. Smaller computers that do not require a highly distributed structure can be utilised in small hotels to save space that would otherwise be squandered on clerical offices, file storage, and other costs, as well as to save money on employee wages. It will give a system that is faster, more effective, and efficient. It will provide less opportunities and possibilities for employees to tamper with the accounts, resulting in better financial statements. It is a common fear that the automation in hotel industry or front office operation would reduce the employment of work of the receptionist to a great extent. On the contrary, this will provide more time to the receptionist to develop his skill in guest relations and spend more time in face-to-face relations with the guest. He will now have more accurate decision-making abilities as things will be automatic and based on more accurate information. 2.5 AUTOMATION IN THE AVIATION INDUSTRY In recent years, the aviation industry has gone through a lot of turning points to enhance the services it provided. From enhancing the inflight experience of passengers with luxurious cabins that remind us of a hotel room to providing inflight entertainment services to the customers, the aviation industry has made a lot of changes by implementing several advanced technologies. The aviation industry has plans to grow in the future years to provide high-end services to clients and customers. But with an ever-growing demand for air travel, the aviation industry is struggling to keep up, as airlines and airports face pilot and various other staff shortages all around the world. Let’s try to understand what automation means and why is it necessary for the aviation industry. Automation is the utilization of different control systems and technologies that reduces the requirement of human interference. In the aviation industry, the automation of various processes is increasing. 29 CU IDOL SELF LEARNING MATERIAL (SLM)

For example, the air traffic control systems are going through numerous automations works today, which can detect the weather conditions and reduce the chances of air collisions and crashes. With the introduction of new technologies in the market, the usage of computers has become inevitable as it provides great performance in delivering specific tasks. While automation is proving to enhance the completion of a task, it also drastically affects the jobs of operators whose tasks gets shifted from being a performer to a checker. Since the advent of this main global trend, the aviation field has also welcomed automation with open hands. It is important nowadays to consider automation in all the airlines to perform highly complex and dynamic tasks with ease. For example, if you can implement automation in your airline industry to improve or control the efficiency of flight management. Currently, the aviation industry is focusing on automation specifically in the operations of air traffic control. 30 CU IDOL SELF LEARNING MATERIAL (SLM)

Automation in operations processes As automation has become an important aspect in the aviation industry, airline service providers are focusing on different onboard technologies to automate their processes. Some of the operations where most of the airlines have onboard technologies to automate the processes are listed below: 1. Human Factors With automation making a lot of noise in the aviation industry, there is an analytics team who analysed all the processes where there is a lot of human intervention. Keeping this in mind, they have started to implement automation in the processes. Autopilots are the most prevalent automation system in the aviation sector. The committed crew identified the pilots' task and began working hard to make it easier for them. Airlines pay pilots a lot of money for a reason. A pilot's role is to operate, manage, and monitor all difficulties with the engines or control system. Their duty also entails flying a plane safely and efficiently to the destination. The dedicated team identified that manually flying the flight for a long period of time can be extremely exhausting. Exhaustion can lead to dangerous, even fatal situations. Hence, they came up with an idea known as autopilot systems. Autopilot systems make it a lot easier for the pilots to fly the plane easily and smoothly as it controls the flight automatically with minimal human intervention. 31 CU IDOL SELF LEARNING MATERIAL (SLM)

Another incredible automation system is auto-throttles. Auto-throttle has the ability to control the thrust created from the engines by managing the flow of the fuel. It automatically identifies the parameters of the engines and controls the power of the engines under all situations that includes take-off as well. Anti-skid braking systems are made composed of a modulating system that can adjust the pressure by giving the aeroplane the maximum braking and automatically releasing the braking wheels before it skids or locks up. When the airplane's braking wheel locks up, the wheel's traction potential is dramatically reduced. This automation technology allows the airline to brake as much as possible while maintaining safety. It permits the pilot to choose various deceleration rates to brake while it is landing automatically. The main motive to implement automation by analysing the human factors is to reduce the manual workload and other fatigues. It also helps in reducing minute errors which can be fatal in the later stages. One example of such case is Colgan Air's Flight 3407, which crashed in 2009. Apart from this, it also increases the productivity of each and every individual associated with the aviation industry. 2. Pilot and Computer interfaces Most of the researches have stated that in the present days’ transport system, there is a major flaw in the pilot and the computer interface system in the aviation industry. The problem which is creating a lot of issues includes the control mode’s proliferation in the modern systems, specifically when the flight is controlled by the autopilot system. In the present-day trend, there are a lot of possibilities to automate the warning systems within the flight. For example, Aero Mexico flights have already implemented automated warning systems in the flights. These flight warning systems can assist the pilot in monitoring and inspecting the aircraft. Pilots can, for example, monitor the hydraulic system, electrical system, and other systems directly from their cockpit. It also assists the pilot in monitoring environmental dangers in order to ensure the flight's safety. For example, Ground Proximity Warning Systems (GPWs), Wind Shear Avoidance Systems (WSAS), and Enhanced Ground Proximity Warning Systems (EGPWS), to name a few. It also ensures the proper configuration of the flight by analysing that the flight is on its correct phase and is entering into the accurate phase. 32 CU IDOL SELF LEARNING MATERIAL (SLM)

For example; gear related warnings, landing gear composition warning, and lots more. The warning sound usually occurs when the landing gear is not working when the throttles for landing purposes are closed completely. 3. FMS or Flight Management System Automation is playing a key role in the aviation industry by controlling the flight management systems of the aircraft. The FMS is a highly specialised technology that can automate the majority of pilots', air hosts', and air hostesses' in-flight responsibilities and jobs. It has had a significant impact on the job of flight engineers and navigators, as it has decreased their workload by automating a variety of duties. The majority of the jobs, such as identifying the flight's position, managing the sensors, and a variety of other tasks The FMS is mostly controlled by the pilots through the CDU (Control Display Unit) within the cockpit. The CDU incorporates a tiny screen and a touchscreen which makes it easy for the pilots or the controllers to manage it. 2.5.1 Advantages of implementing automated tools and applications in flights There are lots of advantages and benefits that airline service providers are experiencing. Some of the best benefits are as follows: 1. Better Awareness of the situation With the involvement of humans becoming less and automation taking over the aviation industry, the chances of errors are also becoming significantly less. This means that the systems can give better awareness of the situations where the flight is going to take off, fly, and land. This reduces the possibilities of air collision, crashes, flying in the wrong route phase, and lots more. 2. Less operating cost The best benefit airline service providers enjoy the reduction in the operating cost. As most of the work is performed by the computer systems, the operating cost reduces a significant extent. The majority of the labour, from the heading to the flight's airspeed management, is now handled by computers, making travel more efficient and comfortable for passengers. If airline service providers use excellent Flight Management systems, they can make a lot of money and eventually lower their operational costs by performing well on flights. 33 CU IDOL SELF LEARNING MATERIAL (SLM)

2.5.2 Five Ways Airlines can improve Business Efficiency with Workload Automation Automation always sounds like a wonderful thing – letting go of unnecessarily time- consuming processes and handing oversight to a system that can free up your finance department for tasks and projects that are better uses of its time. Yet overcoming that initial hurdle – determining what needs to be automated, selecting an appropriate solution, taking the time to realign businesses processes – can seem daunting enough to keep you from taking the initial steps toward true freedom. With every airline’s bottom line today challenged by carrier consolidation, rising fuel prices, fare wars and excess capacity, automated and accurate revenue accounting can help mitigate these challenges. Automation is a key driver of business efficiency, and a well-built airline revenue accounting system can help automate validations, rating, prorations, and transactions -- leading to reduced cost structures and better cash management. When looking at workload automation, here are five areas where it can improve business efficiency by leaps and bounds and deliver a return on investment far beyond your expectations. 1. Better data extraction and analysis Big data in the airline industry has a multitude of uses, from driving the development of customer service-enhancing apps and programs to better aligning your carrier among competitors and making better use of the billions of pieces of data coming into your operation every day. A good airline revenue accounting system can automate data extraction and flow into analysis systems to provide a mile-high view of patterns, revenue leakage, opportunities, and more. Such systems also ensure data integrity, making the information extracted unquestionably valuable. 2. More effective interline partnerships Interline billing is one of the most common ways for airlines to lose money. While an agreement can likely increase revenue, responsibilities such as coupon matching and billing settlement can quickly result in a shortfall if they are not properly monitored and executed. A revenue leakage can be detected by automatically creating interline bills in a timely manner and analysing your revenue accounting data to identify revenue leakage., a top-notch system can find issues more quickly than can manually processes and set your accounting operations on a path toward fixing problems before they become runaway crises. 3. Better reporting While growth and partnerships can be a boon (boom?) for business, a higher ticket load and interline billing complexities requires solid and accurate reporting on a regular basis. Demand for revenue data, however, can place a significant burden on time and resources for your 34 CU IDOL SELF LEARNING MATERIAL (SLM)

finance department. With automated reporting, you can integrate data from all your revenue sources and minimize your reporting cycles, making it easier than ever for airline management to make quick and sound decisions. 4. Reduced costs You'll see cost savings across the board when you replace a manual task with an automated one, which is often made up of multiple criteria and checks along the route. By reducing manual intervention to the absolute minimum, an airline revenue accounting system with automation can fix errors, execute transactions, and reconcile data, saving labour costs and lowering per-unit processing costs.5. Faster revenue collection An airline revenue accounting system with automation features can also identify online and (not sure what they mean here, best to leave this out) interline revenue more immediately than non-automated or manual processes, meaning that you can collect more quickly and get revenue on the books in a timelier manner. No longer will it take ages for your bottom line to reflect revenue from multiple sources. While any change to procedures and systems comes with a learning curve and a period of adjustment, choosing an airline revenue accounting system with comprehensive automation features may go a long way toward guaranteeing smoother operations, a healthier bottom line, and a brighter future. Revenue accounting systems are common in the aviation business - you can't function without one – but picking the right one can be difficult. When a system that goes above and beyond, and you’ll ensure your carrier is able to do the same. 2.5.3 Dangers of Automation in Airline Industry One of the biggest changes in the aviation industry is the introduction of increasingly powerful automation systems in the cockpit. Computer-operated aircraft have capabilities that airplanes of the past never had, such as the ability to take off, fly, and land in zero-visibility conditions with very little need for pilot intervention. Modern-day pilots in airplanes with fully automated cockpits might spend only a few minutes of each flight flying the plane by hand. Technology is not always perfect, however, and many pilots lack training in how to respond in emergency situations that arise when their planes’ automated systems fail. Several plane crashes in recent years have occurred due to failures in the planes’ automated systems, coupled with the pilots’ inability to intervene both quickly and adequately to prevent an accident. Thus, while the increase of cockpit automation has brought some benefits, including greater reliability and efficiency to the airline industry, these advantages have been offset by unique risks and hazards that the industry has been, in some instances, unable to adequately address. Recent Jetliner Crashes Illuminate an Urgent Need for Extensive Pilot Training 35 CU IDOL SELF LEARNING MATERIAL (SLM)

Arguably the most high-profile plane crash in 2018 was a brand-new Boeing 737 MAX 8 jetliner flying for Lion Air that crashed into deep waters off the coast of Jakarta, only 13 minutes into what was supposed to be a short flight to a Sumatran Island. All 189 passengers and crew members were killed in the crash. The plane had experienced technical trouble during a flight the previous day, but had managed to land safely in Jakarta. Investigators later learned that the following day’s fatal crash occurred due to a sensor failure in the plane’s automated stall-prevention system. The pilot and co-pilot received conflicting information from the faulty sensor, and though they attempted to counteract the automated system, they were unable to do so. The plane ultimately took a steep and tragic dive into the ocean. Less than five months later, in March 2019, a second Boeing 737 MAX 8 jetliner flown by Ethiopian Airlines crashed, also just after take-off, killing all 157 people aboard. Preliminary black box data suggested one major cause of the crash was very similar to that of the Indonesian accident: faulty sensors connected to the computerized anti-stalling system which provided conflicting and erroneous information to the pilots, who were then unable to sort out and correct the problem in time. The second MAX 8 crash prompted aviation officials to ground these aircraft in an effort to investigate whether software updates or manufacturing changes might be needed across the board for the MAX 8 planes. These particular aircraft aren’t the only ones that have experienced problems related to their automated systems, however. Numerous flights in recent years have crashed due to malfunctions in computerized flight control systems. Crashes Caused by Inadequate Pilot Training Combined with Automation Problems In 2013, an Asiana Airlines transpacific flight crashed during its final descent into San Francisco. Three people aboard were killed and 187 were injured, including four flight crew members who were thrown from the plane onto the runway when the plane’s tail section broke off. After aviation officials investigated the crash, they cited problems with the aircraft’s automated flight control system as being a major factor in the crash, along with inadequacies in the pilot’s training and experience. Lack of adequate pilot training was also found to be a contributing factor in the two Max 8 crashes. In all of these accidents, more extensive pilot training, specifically in the area of hands-on flight experience, could have helped the pilots circumvent the automated systems, respond appropriately when the emergency situation occurred, and avoid the crash. Far from being unique to just one or two airlines or aircraft manufacturers, technological failures and deficiencies in pilot training are critical issues in the field of aviation. Increased travel around the globe has led in recent years to a worldwide pilot shortage, which in turn has led to fewer military-trained pilots and more inadequately trained commercial pilots winding up in cockpits. One silver lining related to the more recent MAX 8 crashes that occurred was that they prompted an ongoing investigation across the airline industry into the 36 CU IDOL SELF LEARNING MATERIAL (SLM)

hazards of automated cockpit systems and ways to equip pilots to better respond when emergency situations arise. This was a reasonable and required response. While those two specific incidents may indicate to a problem unique to Boeing's MAX 8 aircraft manufacturing, the general situation—recent improvements leading not only to a greater role for technology in flight, but also to higher pilot hazards—is not unique to any single aircraft manufacturer. Advances in Automated Flight Systems an Ongoing Problem for Decades Nor is this complex situation new. Early aviation automation dates all the way back to 1912, when the first successful autopilot was invented by Lawrence Sperry. By the 1920s and 1930s, Sperry’s gyroscopic autopilots were widely in use. It wasn’t until the 1970s that more modern aviation experts began using digital technology to improve aircraft automation and reduce aircraft accidents due to human error. Modern cockpit automation systems have been in effect and improving steadily for the past several decades, and accident rates have undeniably declined through the years with the rise in computerized systems. Still, the problem of pilot over-reliance on automation is also undeniable. American Airlines used a pilot training video back in 1997 that highlighted the issue, and a Federal Aviation Administration (FAA) study in 2011 found that many pilots were overly dependent on automated systems while flying and lacked hands-on flight experience. Even pilots with significant training and flight experience can be lulled into relying on their aeroplanes' automated systems, and thus miss an emergency situation until it is too late. Officials from across the aviation industry believe that pilots spend too much time learning computerised automated systems and not enough time learning how to fly. Manually flying airplanes, with the result of pilots who are more systems operators than traditional pilots. Many simply aren’t well-trained in hands-on flying techniques, especially those techniques that come into play when automated systems fail during a flight. Lack of Oversight Also Contributes to Crashes Tragic crashes resulting from technology failures, like the Lion Air crash in 2018 and the Ethiopian Airlines crash in 2019, have shined a spotlight on the critical need for enhanced pilot training, among other improvements. Many airline officials and regulators agree that modern pilots need more time practicing manually flying aircraft in order to become more familiar with working with the plane’s controls. The goal is to keep pilots from becoming over-reliant on automated systems and to enable flight crews to react with speed and confidence in emergency situations. The only way to achieve these goals is through better, more extensive pilot and crew training, with more hands-on flying time for pilots. Only through logging plenty of hours actively and manually flying airplanes can pilots develop the quick reflexes and critical decision-making 37 CU IDOL SELF LEARNING MATERIAL (SLM)

skills needed when rare but real emergency situations arise and they are required to take control of the aircraft when its automated system fails. But greater regulation and oversight are also needed in order to ensure that this extensive pilot training occurs. The FAA had not done enough to ensure that airlines were providing pilots with adequate training in either monitoring their planes in autopilot mode or using their hands-on flying skills, including proper responses in emergency situations, according to a 2016 report released by the Department of Transportation. The FAA was also found to be short on statistics on how much time each flight takes. Aviation experts have pointed to training methods such as flight simulators as a preferred method for training today’s pilots in hands-on flight techniques, including techniques that would come into play in situations when the aircraft’s computerized flight control systems malfunctioned. Many aviation experts, including lots of major airlines, also point to the need for a reduction in the use of automation during flights and encourage pilots to fly manually as much as possible. Some pilots and aviation experts argue that the benefits of increased flight automation well outweigh the risks, and there is some truth to this statement. After all, crash statistics have improved overall throughout the years as steady advances have been made in airplane automation. Still, the need is undeniable for better, more extensive pilot training in hands-on flight, as well as for better and more extensive oversight by the FAA and other agencies to ensure that airlines perform at peak responsibility for their pilots, aircraft, and passengers. When lives are at stake, improvements must continue to be made to make flying safe for everyone. 2.6 AUTOMATION IN TOURISM INDUSTRY What exactly is automation in the tourism industry? In tourism industry, automation refers to big data, machine learning, artificial intelligence, and comprehensive programmes. The programmes that can massively alleviate human jobs of tedious and routine activities – while still producing improved results! Automation technologies include industrial and social robotics, self-service kiosks, artificial intelligence geared toward tourism bliss. Chatbots, facial recognition technology, voice-activated gadgets, wearable and embedded technologies, additive manufacturing (3D printing), the internet of things, and other innovations in the tourism business are included. They are the technological underpinnings of Industry 4.0. Industrial and social robotics, self-service kiosks, and artificial intelligence are examples of automation technology. Robots in tourism industry 38 CU IDOL SELF LEARNING MATERIAL (SLM)

Although production is fully automated, it’s not so for tourism utilities, where technology is yet to reach its maximum potential. The use of robotics, artificial intelligence, and service automation in tourism and hospitality is still in its infancy. Automation is a new market practice that reduces a company’s capital cost and results in time and money savings. The tourism industry is a market that stands to benefit tremendously from the introduction of this breakthrough. As businesses in the tourism sector turn to automation as a roadmap to growth, strategic edge, competitiveness, and profitability, technological advancement is poised to boost tourism and hospitality. From small companies to online travel agents and the aviation sector, automating procedures will help identify and enhance critical job measures while also reducing waste. Below are areas automation tools come in handy in the tourism and hospitality industry. Booking Automation Procedures Simplified Tourist use their smartphones to discover the latest destination sales and lowest costs in today’s world. They can also access reliable statistics quickly to get more information about a destination. To succeed in this setting, tourist destinations must rapidly adapt to market variations and express various requirements to facilitate engaging deals and promotions while maintaining profit margins. This can be a time-consuming task. Competitors’ prices and offerings must be tracked; this method should be streamlined, reducing the company’s response time and increasing efficacy. Many elements may influence prospective visitors' decisions after they are engaged; minute details in the app or website layout decide whether the booking is fulfilled or abandoned. Client behaviour and routing may be tracked with automation software, revealing platform weaknesses and opportunities for adjustment. Post-booking procedures such as ensuring that the booking complies with regulations, communicating with the user, sending alerts, and issuing tickets can be streamlined to reduce dedicated staff and eliminate human error. Self-check-in with smart locks are a new and very interesting technologies that can be developed in a very easy way Increasing Accuracy by Centralizing Information Scattered information is a business risk; whether you serve a travel service, either in person or online, storing information about tourist and vendors, fares and stays, reservations, and human capital on different channels is a recipe for failure. You can undoubtedly miss data, but you can also struggle to provide a specific service, generate duplicates and overbooking, or combine data. All of this data and information can be processed and expressed using any tourist business activity application, albeit in a SaaS model for your company. These systems, which are 39 CU IDOL SELF LEARNING MATERIAL (SLM)

usually designed and made accessible on-demand, allow you to handle and view all of your critical processes in one location, including real-time update and contradiction notifications. In conjunction with a CRM, a travel company operation management programme can eliminate errors and mishandling records, thus increasing performance. This software’s information processing and storage capabilities can build customer accounts and assist the agent in improving and customising the service. When travel parameters are updated or prompted, the platform may also submit instant updates (to alert tourist concerning documentation, check-in times, etc.). Supplier fees, product repositioning orders, and other procedures may also be automated and activated by user-defined criteria. Both of these, and several other possibilities, minimise the possibility of human error and encourage you to focus your time and money on more critical issues. Increasing Sales in a shorter period Tourists expect faster responses. It is not certain that the lowest budget will triumph if a tourist makes the same request to numerous travel firms and expects different responses to compare expenses. When this information request includes flights, overnight accommodations, tour bookings, and so on, comparing vendors, quality, and dates and drawing a rapid conclusion becomes difficult. A management system that stores all of this information and can check and compare local and foreign goods and vendors can significantly simplify and accelerate this inquiry. With all of the details readily accessible and filtered, the agent may add a personalised touch or refine the plan while still outperforming the competition. If some of the trip’s parameters change, modified solutions can be achieved without doubling the study time. One critical feature of these programmes and automatic responses are responding to requests outside business hours. This raises the number of tourists who are involved and overall productivity. Using digital and social media marketing strategies will also increase the company’s leads and aid in tourist re-engagement and follow-up. Tourist Data Coordination and Exploration Allowing agents, administrators, manuals, and international partners to save and read specific tourist information will determine whether or not the service is of high quality. You can discuss and fix problems as they arise by sharing datasets and outlining management methods. It speeds up queries and gives you the tools you need to provide exceptional customer service. Based on the info, demands, and marketing platforms, learning algorithms will assist in defining tourist’s profile. Customised recommendations and incentives that will be made to individual customers using a fine-tuned framework, increasing revenue. Also, most significantly boosting tourist loyalty. Since you will be approaching your audience with 40 CU IDOL SELF LEARNING MATERIAL (SLM)

greater precision, your overall market effectiveness will be enhanced. Rather than wasting time and resources bombarding clients with deals that do not meet their needs. Small details and adjustments to unique tourist attractions make guests feel more escorted. Without human contact, resources are constantly given. Subtle but effective strategies to set oneself apart from the competition. This could include recommending eateries that match the client's preferences and providing special birthday discounts. Automate the tedious activities and allow the agents and workers the time to provide premium, personalised service. Increasing Productivity and Efficiency Although automating tourism industry can seem cutting-edge and thrilling, don’t lose sight of the most critical consideration: is it cost-effective? According to Forbes, intelligently automating tourism operations will save 40-75 percent of expenses over a flexible payback period (stretching from months to years). Data mining techniques, automatic statistical analysis, and high-volume processing capability will efficiently and reliably carry out your everyday tasks, giving workers with useful and ready-to-use information. This allows them to take a step back, evaluate existing performance, and find areas for improvement. By booking directly and exchanging information, integrating the apps with partner networks such as Amadeus and Galileo will save valuable time and avoid errors. Aside from ticket booking, several other tourism processes can be automated. Reports containing main success metrics and relevant data may also be coded and personalised. Growing Confidence and Safety When it comes to tourism goals, safety, protection, and confidence are at the top of the list. If travellers’ physical and psychological dignity was still preserved and considered by tourist agent in the past, recent events have brought certain new aspects to light. There is a pressing need to be concerned with fitness, sanitation, and data protection today. Failure to do so can have severe repercussions for the trust client’s deposit in the agency. In light of this, new digital processes will aid in the care of your visitors. GPS may be used by integrated applications to keep you up to date on the risk level to which travellers are exposed. If disruptive situations occur, real-time regulatory and organisational data may be used to generate alerts or updates. In other to stop information leaks or any incident that may affect tourist, the automation of internal operations must be rendered recurring to the best security practices. Every day, new approaches and solutions are created for this purpose. This ensure that a wise investment in defence results in a watertight environment. 2.6.1 How an Automated Travel System will help the Tourism Business Happier customers 41 CU IDOL SELF LEARNING MATERIAL (SLM)

To have a better travel experience, the traveller must have more flexibility and power over their journeys and expenses. Online and smartphone booking, access to all travel goods at the best pricing, customised deals, and other automation-powered capabilities promote freedom and control. More productive employees Travel ERP solutions can streamline any operation, from bookings to yearly accounting. Machines can execute high-volume, repetitive tasks faster and more consistently than people. Machine-assisted searching, data collation, and interpretation save workers time while reducing errors and inaccuracies on initial assignments. Enhanced performance Employees can process more leads and bookings thanks to electronic messaging and sales processes. This ensures that businesses will do something for the same employees. Data and reports are also centralised. Issues may arise if the consumer contact and knowledge about inventory, reservations, and human resources are not consolidated. At best, you may have trouble locating something in your inbox or Excel and Word files spread through many local directories or delegating the job to someone else. In the worst-case scenario, you risk creating overbooking conditions, failing to provide the correct service, or making other expensive errors. Error and risk reduction An inadvertent inaccuracy can cause complications if you create and submit invoices by hand. If you invoice a customer incorrectly, you may have to resend the corrected invoice, apologise, resolve any issues, and maybe lose the business for good. When invoices are generated and processed automatically, errors are reduced. Increased web visibility Any online marketing techniques in travel ERP applications assist in and website traffic and value. The app helps online travel agencies create user-friendly URLs and optimise definitions and names for higher Google rankings. 2.6.2 Further improvements of Automation in Tourism and Travel industry Automation is one of the current trends in the business world, reducing company’s resource expenditure, and resulting in time and money savings. The travel sector, always one of the first to adopt new technologies, is a market that can greatly benefit from the implementation of this innovation. Automating processes may eliminate wasted resources and assist define and optimise critical work tasks in a variety of industries, from small firms to online travel agencies and the aviation industry. These are just a few of the ways that automation has the potential to transform the industry. 42 CU IDOL SELF LEARNING MATERIAL (SLM)

Simplifying Booking Processes In today’s world, customers find the best deals and look for lower prices from their own smartphones, obtaining accurate information in real-time. To compete in this environment, agencies need to quickly adjust to market variation and articulate several conditions, in order to promote engaging offers and promotions without hurting their profit margins. This can be a time-consuming challenge. Competition’s prices and offers must be tracked; this process can be automated, reducing your business’ response time and increasing offer effectiveness. Once potential customers are engaged, several parameters will influence their decisions; small details in the app or website structure define if the booking is completed or abandoned. Automation tools can monitor the client’s behaviour and routing, detecting platform weaknesses and improvement opportunities. Post-booking processes, such as checking if the booking is complying with legislation, communication with the customer, notifications, and ticketing can be automated to reduce dedicated resources and avert human error. Centralizing Information and Increasing Accuracy Scattered information is an operational risk; whether you represent a travel agency, whether physical or virtual, maintaining customer and supplier information, flights and stays, reservations, and human resources on separate platforms is a disaster waiting to happen. You can clearly lose data, but you could also fail to perform a service, produce duplicates, and so on. All this information can be stored and articulated using any travel business operation application, albeit in SaaS model for your business. These platforms, typically built and made available on-demand, allow you to manage and access all the important processes in the same place, with real-time update and contradiction alerts. A travel business operation management application along with a CRM reduces mistakes and mishandling of information, thus enhancing efficiency. Information processed and stored in this software can be used to create customer profiles and help the agent improve and customize the service. The platform can also be used to send instant notifications when travel parameters are changed or when prompted (to alert customers concerning documentation, check-in times, etc.). Procedures such as supplier payments, inventory reposition order and others can also be automated and triggered by user- defined parameters. All of these and many more possibilities reduce the risk of human error and allow you to dedicate your efforts and resources to more important aspects. Getting More Sales, Faster Customers like faster replies. If a customer sends the same inquiry to various travel agencies and is expecting various replies to compare prices, it is not certain that the lowest budget wins; speed has a part to play. If this information request includes flights, overnight stays, tour bookings, etc., comparing suppliers, quality, dates, and reaching a fast conclusion 43 CU IDOL SELF LEARNING MATERIAL (SLM)

becomes increasingly difficult. A management system holding all this data and able to search and compare local and international products and suppliers can greatly simplify and accelerate this investigation. The agent, having all the information easily available and filtered, can give a personalized touch, or customize the proposal and still beat the competition. Should any parameter of the trip be altered, updated solutions can be obtained without doubling the research time. One of the most important features of these systems and automated responses is that they may be used to respond to enquiries at any time of day or night, 24 hours a day, 7 days a week. This boosts the number of customers that are engaged and overall productivity. Digital and social media marketing strategies can also help with customer re-engagement and follow-up, as well as increase the number of leads your company receives. Coordinating and Exploring Customer Data Allowing agents, managers, guides, and overseas partners to save and access pertinent client information can make a big difference in the level of service you provide. You can immediately address and rectify any issues that develop by sharing databases and articulating management systems. It allows you to respond to inquiries faster and gives you the tools you need to provide excellent customer support. Learning algorithms can help you define your client’s profile based on data, requests, and marketing channels. With a fine-tuned system, customized suggestions and offers can be made to specific customers, increasing sales, and more importantly, improving customer satisfaction. Since you will be targeting your audience with increased accuracy, your overall business productivity is optimized – instead of spending time and money flooding clientele with offers that do not apply to their expectations. In a time when services are increasingly being provided without human interaction, small details and adaptations to individual buyers make people feel better accompanied and cared for. Suggesting restaurants that fit the client’s tastes or presenting special offers on their birthday are examples of subtle but effective ways to stand out from the competition. Automate the repetitive tasks and give your agents and staff the time to add a premium, individual treatment. Optimizing Efficiency and Productivity Automating your business may seem modern and exciting, but do not forget the most important factor: is it cost-efficient? According to Forbes, intelligently automating your business’ processes can save between 40-75% of your costs, within a variable payback period (stretching from months to years). Data mining algorithms, automated statistical analysis and high-volume processing power can quickly and accurately go through your daily, repetitive tasks and provide employees with 44 CU IDOL SELF LEARNING MATERIAL (SLM)

useful and ready-to-use information. This gives them time and availability to step away, look at the overall performance, and find improvement opportunities. By booking directly and sharing information, integrating your software with partners' platforms, such as Amadeus and Galileo, can save time and avoid errors. Aside from ticketing, there are a slew of additional tasks that can be automated. It is also possible to build and modify reports that provide important performance metrics and essential data. Increasing Safety and Trust Safety, security, and trust are on the top of the list when it comes to travel priorities. If the physical and psychological integrity of customers was already something to be preserved and considered by travel agents in the past, recent events have brought to light some additional factors. Today, there is a pressing need to worry about health, hygiene, and data privacy. Failing to do so can result in grave consequences for the trust client’s deposit in your agency. With this in mind, sophisticated automated systems can assist you in providing care for your passengers. Integrated systems can use GPS tracking and external databases to keep you up to speed on the level of risk that travellers face. If conditions are risky or disruptive occurrences occur, real-time governmental and corporate data can be used to trigger alerts or notifications. The automation of internal processes and the articulation with external databases and platforms must be made recurring to the best security practices to avoid information leaks, or any event that could potentially harm customers. For this, new methods and solutions are developed every day, granting that a smart investment in security leaves you with a watertight system. We are in the era of computers. This is not news, but today this means so much more than the internet and emails. It means big data, machine learning, artificial intelligence, and comprehensive systems that can greatly relieve human workers from boring and repetitive tasks – and get better results while they are at it! Glass half full managers will immediately see this as an opportunity to improve productivity, employee and customer satisfaction, and service quality. A less optimistic administrator might look at the costs involved but can reach only one conclusion that it must be worth it. These days’ youngsters are very impatient and are seeking momentary pleasures and Happiness. They want their tickets to be booked immediately, and if they cancel, they want their refund processed immediately. Automation Process in Tourism, Aviation and Hotel Industry aims to match the speed of ongoing travellers in terms of Air Ticket booking, travel itinerary planning and Hotel booking. This is also the age of Cybercrimes; hence safety steps must be taken to prevent leaking of data. Safeguarding personal information must be a priority for everyone. Create accounts in those websites that allows you to delete the account and safeguard your personal information without selling data to anyone. 45 CU IDOL SELF LEARNING MATERIAL (SLM)

In future the Automation process will be supported and maintained with the help of DeFi, and data stored in blockchain. Payments will be processed in easier and faster way. 2.7 SUMMARY  Automation is defined as a technique of making an apparatus, a process or a system operate automatically.  Usually, automation is employed to minimize labour or to substitute humans in the most menial or repetitive tasks. Automation is present in virtually all verticals and niches, although it’s more prevalent in manufacturing, utilities, transportation, and security.  Automation will certainly have substantial negative effects on employment and wages for all those occupations that do not require particular training or skills. However, many of these employees could be easily retrained in new jobs, and the impact of this technology on our society is revolutionary enough to create new opportunities for everyone.  Fixed Automation, Programmable automation and Flexible Automation are three basic types of Automation  Hotel Industry is now a days greatly influenced by automation and controlling Systems  As automation has become an important aspect in the aviation industry, airline service providers are focusing on different onboard technologies to automate their processes.  The FMS is an incredible specialized system that has the ability to automate most of the in-flight tasks and jobs of pilots, air hosts, and air hostesses.  In tourism industry, automation refers to big data, machine learning, artificial intelligence, and comprehensive programmes.  From small companies to online travel agents, aviation sector, automating procedures will help identify and enhance critical job measures while also reducing waste.  Online and smartphone booking, access to all travel goods at the best pricing, customised deals, and other automation-powered capabilities promote freedom and control.  A travel business operation management application along with a CRM reduces mistakes and mishandling of information, thus enhancing efficiency. 46 CU IDOL SELF LEARNING MATERIAL (SLM)

2.8 KEY WORDS • Automation is defined as a technique of making an apparatus, a process or a system operate automatically. • Home automation uses a combination of hardware and software technologies that enable control and management over appliances and devices within a home. • Robotic Process Automation In RPA, developers write code that automates tasks and the interface at the back end by using Application Programming Interfaces (APIs). The robotic automation interacts with the available IT infrastructure, and there is no requirement of the complicated system integration. RPA is programmed to automate many back-office operations, workflow and infrastructure. • Automatic Ticket Vending Machine a machine that automatically dispenses tickets when money is inserted esp. in a Railway Station 2.9LEARNING ACTIVITY 1. Describe the process in which you have used an Automatic Ticket Vending Machine in Railway Station? 47 CU IDOL SELF LEARNING MATERIAL (SLM)

___________________________________________________________________________ ___________________________________________________________________________ 2. Study TSA Precheck and Global Entry and write down how it saves time in an airport? ___________________________________________________________________________ ___________________________________________________________________________ 3. Give some examples of using Automation in Hotel industry and their advantages to your favourite restaurant? ___________________________________________________________________________ ___________________________________________________________________________ 4. Search for Automation apps in Travel and Tourism? Explain these apps to your elders ___________________________________________________________________________ ___________________________________________________________________________ 5. Discuss the pros and cons of using Robots in various industries? ___________________________________________________________________________ ___________________________________________________________________________ 2.10UNIT END QUESTIONS A.Descriptive Questions Short Questions 1. Define Automation and give examples of automation in your household? 2. How do you explain about relation between automation and job loss? 3. Discuss few examples where automation process in flights could be developed? 4. What automation processes in hotels have you personally witnessed? 5. Brief about advantages of automatic ticket vending machine? Long Questions 1. What are the benefits of Automation in Travel and Tourism industry? 2. Briefly discuss about 3 basic categories of Automation with diagram? 3. What are the ways in which airlines can be improved in efficiency with workload automation? 4. Outline the advantages of implementing automated tools and applications in flights? 5. Discuss about Global and specific automation approaches? 48 CU IDOL SELF LEARNING MATERIAL (SLM)

6. How Automation Travel Systems in travel industry help tourism to reach its full potential? 7. Explain in detail about the changing trends of hotel industry w.r.t automation processes? 8. What are the further improvements of Automation in Tourism and Travel industry? B.Multiple Choice Questions 1. Which of the following is NOT one of the basic categories of Automation? a. Artificial Intelligence b. Fixed c. Programmable d. Flexible 2. Which of the following is NOT true among the benefits of Automation? a. Reliability b. More time taking c. Improved Quality d. Enhanced operational efficiency 3. What is the full form of FMS? a. Flight Maximum Storage b. Flight Maintenance System c. Flight Management System d. Flight Manual System 4. Where world’s first robot-staffed hotel was opened? a. South Korea b. Canada c. India d. Japan 5. What is the name of chatbot of IRCTC? 49 a. Rail Madad b. Disha CU IDOL SELF LEARNING MATERIAL (SLM)

c. Paryataka d. Maharajah Answers 1-a, 2-b, 3-c, 4-d, 5-b 2.11 REFERENCES Textbooks • Winston, Clifford, \"The Evolution of the Airline Industry\", Brookings Institution Press, 1995. ISBN 0-8157-5843-X. Cf. p. 61–62, Computer Reservation Systems. • Wardell, David J, \"Airline Reservation Systems\", 1991. Research paper Websites • https://www.techopedia.com/definition/32099/automation • https://medium.com/aiautomation/a-look-into-automation-its-different-types- f4266049f54d • https://simplicable.com/new/automation • https://www.bngkolkata.com/automation-in-hotel-industry/ • https://hospitalitytech.com/7-ways-hotels-are-moving-automated-future • https://www.aerotime.aero/23162-automation-aviation-industry • https://w3.accelya.com/blog/5-ways-airlines-can-improve-business-efficiency-with- workload-automation • https://www.slackdavis.com/blog/automation-in-aviation/ • https://www.iotworlds.com/design-and-development-of-automation-system-for-the- tourism-industry/ • https://www.tutterflycrm.com/blog/automation-in-travel-industry/ 50 CU IDOL SELF LEARNING MATERIAL (SLM)