CU-BBA-SEM-V-Travel Agency and Tour Operations-Second Draft

Among the international human rights treaties, the Convention takes an important place in bringing the female half of humanity into the focus of human rights concerns. The spirit of the Convention is rooted in the goals of the United Nations: to reaffirm faith in fundamental human rights, in the dignity and worth of the human person, in the equal rights of men and women. The present document spells out the meaning of equality and how it can be achieved. In so doing, the Convention establishes not only an international bill of rights for women, but also an agenda for action by countries to guarantee the enjoyment of those rights. In its preamble, the Convention explicitly acknowledges that \"extensive discrimination against women continues to exist,” and emphasizes that such discrimination \"violates the principles of equality of rights and respect for human dignity.” As defined in article 1, discrimination is understood as \"any distinction, exclusion, or restriction made o.1 the basis of sex...in the political, economic, social, cultural, civil, or any other field.” The Convention gives positive affirmation to the principle of equality by requiring States parties to take \"all appropriate measures, including legislation, to ensure the full development and advancement of women, for guaranteeing them the exercise and enjoyment of human rights and fundamental freedoms on a basis of equality with men.” The agenda for equality is specified in fourteen subsequent articles. In its approach, the Convention covers three dimensions of the situation of women. Civil rights and the legal status of women are dealt with in detail. In addition, and unlike other human rights treaties, the Convention is also concerned with the dimension of human reproduction as well as with the impact of cultural factors on gender relations. The legal status of women receives the broadest attention. Concern over the basic rights of political participation has not diminished since the adoption of the Convention on the Political Rights of Women in 1952. Its provisions, therefore, are restated in article 7 of the present document, whereby women are guaranteed the rights to vote, to hold public office, and to exercise public functions. This includes equal rights for women to represent their countries at the international level. The Convention on the Nationality of Married Women - adopted in 1957 - is integrated under article 9 providing for the statehood of women, irrespective of their marital status. The Convention, thereby, draws attention to the fact that often women's legal status has been linked to marriage, making them dependent on their husband's nationality rather than individuals in their own right. Articles 10, 11 and 13, respectively, affirm women's rights to non-discrimination in education, employment, and economic and social activities. These demands are given special emphasis with regard to the situation of rural women, whose particular struggles and vital economic contributions, as noted in article 14, warrant more attention in policy planning. Article 15 asserts the full equality of women in civil and business matters, demanding that all instruments directed at restricting women's legal capacity ''shall be deemed null and void\". Finally, in article 16, the Convention returns to the issue of marriage and family relations, asserting the equal rights 151 CU IDOL SELF LEARNING MATERIAL (SLM)

and obligations of women and men with regard to choice of spouse, parenthood, personal rights and command over property. Aside from civil rights issues, the Convention also devotes major attention to a most vital concern of women, namely their reproductive rights. The preamble sets the tone by stating, \"The role of women in procreation should not be a basis for discrimination.” The link between discrimination and women's reproductive role is a matter of recurrent concern in the Convention. For example, it advocates, in article 5, ''a proper understanding of maternity as a social function,” demanding fully shared responsibility for child rearing by both sexes. Accordingly, provisions for maternity protection and child-care are proclaimed as essential rights and are incorporated into all areas of the Convention, whether dealing with employment, family law, health care, or education. Society's obligation extends to offering social services, especially child-care facilities that allow individuals to combine family responsibilities with work and participation in public life. Special measures for maternity protection are recommended and \"shall not be considered discriminatory.”. \"The Convention also affirms women's right to reproductive choice. Notably, it is the only human rights treaty to mention family planning. States parties are obliged to include advice on family planning in the education process and to develop family codes that guarantee women's rights \"to decide freely and responsibly on the number and spacing of their children and to have access to the information, education and means to enable them to exercise these rights\" The third general thrust of the Convention aims at enlarging our understanding of the concept of human rights, as it gives formal recognition to the influence of culture and tradition on restricting women's enjoyment of their fundamental rights. These forces take shape in stereotypes, customs, and norms, which give rise to the multitude of legal, political, and economic constraints on the advancement of women. Noting this interrelationship, the preamble of the Convention stresses, \"That a change in the traditional role of men as well as the role of women in society and in the family is needed to achieve full equality of men and women.” States parties are therefore obliged to work towards the modification of social and cultural patterns of individual conduct in order to eliminate \"prejudices and customary and all other practices which are based on the idea of the inferiority or the superiority of either of the sexes or on stereotyped roles for men and women”. In addition, Article 1O.c. mandates the revision of textbooks, school programmes, and teaching methods with a view to eliminating stereotyped concepts in the field of education. Finally, cultural patterns, which define the public realm as a man’s world and the domestic sphere as women’s domain, are strongly targeted in all of the Convention's provisions that affirm the equal responsibilities of both sexes in family life and their equal rights with regard to education and employment. Altogether, the Convention provides a comprehensive framework for challenging the various forces that have created and sustained discrimination based upon sex. The Committee on the Elimination of Discrimination against Women monitors the implementation of the Convention. The Committee's mandate and the administration of the 152 CU IDOL SELF LEARNING MATERIAL (SLM)

treaty are defined in the Articles 17 to 30 of the Convention. The Committee is composed of 23 experts nominated by their Governments and elected by the States parties as individuals \"of high moral standing and competence in the field covered by the Convention.” At least every four years, the States parties are expected to submit a national report to the Committee, indicating the measures they have adopted to give effect to the provisions of the Convention. During its annual session, the Committee members discuss these reports with the Government representatives and explore with them areas for further action by the specific country. The Committee also makes general recommendations to the States parties on matters concerning the elimination of discrimination against women. Have accordingly concluded this Convention to that end.\" 10.5 WORLD ASSOCIATION OF TRAVEL AGENTS World Association of Travel Agencies. After World War I, many tourist organizations were established to streamline the growth and development of tourist activities. One of them is the World Association of Travel Agencies, which was established to protect the interest of Travel Agencies worldwide and to provide them, means for collaboration with airlines, hotels, cruises, transport organizations, and other travel vendors. It was incorporated in 1949 at Geneva to achieve the travel and tourism objectives. WATA headquarter is situated in Geneva, Switzerland. On 5 May 1949, a group of 8 travel agents from France, Italy, Belgium, and Switzerland met in Geneva, Switzerland, and discuss travel and tourism growth and development at national as well as international level. After that, they reach on a final decision and create the World Association of Travel Agencies, an international body that is responsible to improve, develop, and organization of international tourism.The World Association of Travel Agents plays a significant role in the promotion of travel trade. It was incorporated in 1937 to achieve important objectives. Some important objectives of WATA are following as:  To promote travel trade.  To promote the interests of members.  To promote the common platform for sharing problems.  To provide legal counselling/service.  To provide travel information.  HR development.  To organize tourism seminars on at national, regional, and international scale.  To develop tourism terms.  To regulate and control the travel trade organization. 153 CU IDOL SELF LEARNING MATERIAL (SLM)

 To public statistics, surveys, studies, market research.  To preserve, protect the utilize cultural tourism resources and those unique to the country’s heritage.  To formulate ethics and other professional guidelines. 10.6 CONVENTION ON TRAVEL CONTRACT  \"Travel Contract\" means either an organized travel contract or an intermediary travel contract.  \"Organized Travel Contract\" means any contract whereby a person undertakes in his own name to provide for another, for an inclusive price, a combination of services comprising transportation, accommodation separate from the transportation or any other service relating thereto.  \"Intermediary Travel Contract\" means any contract whereby a person undertakes to provide for another, for a price, either an organized travel contract or one or more separate services rendering possible a journey or sojourn. \"Interline\" or other similar operations between carriers shall not be considered as intermediary travel contracts.  \"Price\" means any remuneration in cash, in kind or in the form of direct or indirect benefits of any kind whatsoever.  \"Travel Organizer\" means any person who habitually or regularly undertakes to perform the contract defined in paragraph 2, whether or not such activity is his main business, and whether or not he exercises such activity on a professional basis.  \"Travel Intermediary\" shall be any person who habitually or regularly undertakes to perform the contract defined in paragraph 3, whether such activity is his main business or not and whether he exercises such activity on a professional basis or not.  \"Traveller\" means any person who benefits from an undertaking defined in paragraph 2 or 3, whether the contract is concluded, or the price paid by himself or by another person for him 10.7 HELSINKI ACCORD Helsinki Accords, also called Helsinki Final Act, major diplomatic agreement signed in Helsinki, Finland, at the conclusion of the first Conference on Security and Co-operation in Europe. The Helsinki Accords were primarily an effort to reduce tension between the Soviet and Western blocs by securing their common acceptance of the post-World War II status quo in Europe. The accords were signed by all the countries of Europe and by the United States and Canada. The agreement recognized the inviolability of the post-World War II frontiers in Europe and pledged the 35 signatory nations to respect human rights and fundamental 154 CU IDOL SELF LEARNING MATERIAL (SLM)

freedoms and to cooperate in economic, scientific, humanitarian, and other areas. The Helsinki Accords are nonbinding and do not have treaty status. 10.8 ATHENS CONVENTION The Convention was adopted at a Conference, convened in Athens in 1974 and was designed to consolidate and harmonize two earlier Brussels conventions dealing with passengers and luggage and adopted in 1961 and 1967 respectively. The Convention establishes a regime of liability for damage suffered by passengers carried on a seagoing vessel.It declares a carrier liable for damage or loss suffered by a passenger if the incident causing the damage occurred in the course of the carriage and was due to the fault or neglect of the carrier. However, unless the carrier acted with intent to cause such damage, or recklessly and with knowledge, that such damage would probably result, he can limit his liability.For the death of, or personal injury to, a passenger, this limit of liability is set at 46,666 Special Drawing Rightsper carriage. The 2002 Protocol, when it enters into force, will introduce compulsory insurance to cover passengers on ships and substantially raise those limits to 250,000 SDR per passenger on each distinct occasion. . As far as loss of or damage to luggage is concerned, the carrier's limit of liability varies, depending on whether the loss or damage occurred in respect of cabin luggage, of a vehicle and/or luggage carried in or on it, or in respect of other luggage. The 1976 Protocol made the unit of account the Special Drawing Right, replacing the \"Poincaré franc,” based on the \"official\" value of gold, as the applicable unit of account. The 1990 Protocol was intended to raise the limits set out in the convention, but it did not enter into force and was superseded by the 2002 Protocol. The 2002 Protocol Adoption: 1 November 2002 Entry into force: 12 months after being accepted by 10 States The Protocol introduces compulsory insurance to cover passengers on ships and raises the limits of liability. It also introduces other mechanisms to assist passengers in obtaining compensation, based on well-accepted principles applied in existing liability and compensation regimes dealing with environmental pollution. These include replacing the fault-based liability system with a strict liability system for shipping related incidents, backed by the requirement that the carrier take out compulsory insurance to cover these potential claims. The limits contained in the Protocol set a maximum limit, empowering - but not obliging - national courts to compensate for death, injury, or damage up to these limits. 155 CU IDOL SELF LEARNING MATERIAL (SLM)

The Protocol also includes an \"opt-out\" clause, enabling State Parties to retain or introduce higher limits of liability in the case of carriers who are subject to the jurisdiction of their courts. Compulsory insurance A new Article 4bis of the Convention requires carriers to maintain insurance or other financial security, such as the guarantee of a bank or similar financial institution, to cover the limits for strict liability under the Convention in respect of the death of and personal injury to passengers. The limit of the compulsory insurance or other financial security shall not be less than 250,000 Special Drawing Rights per passenger on each distinct occasion. Ships are to be issued with a certificate attesting that insurance or other financial security is in force and a model certificate is attached to the Protocol in an Annex. Limits of liability The limits of liability have been raised significantly under the Protocol, to reflect present day conditions and the mechanism for raising limits in the future has been made easier. The liability of the carrier for the death of or personal injury to a passenger is limited to 250,000 SDR per passenger on each distinct occasion. The carrier is liable, unless the carrier proves that the incident resulted from an act of war, hostilities, civil war, insurrection or a natural phenomenon of an exceptional, inevitable and irresistible character; or was wholly caused by an act or omission done with the intent to cause the incident by a third party. If the loss exceeds the limit, the carrier is further liable - up to a limit of 400,000 SDR per passenger on each distinct occasion - unless the carrier proves that the incident, which caused the loss, occurred without the fault or neglect of the carrier. 10.9 INTERNATIONAL COUNCIL OF CRUISE LINES The global cruise industry has experienced persistent growth dynamics over the last two decades, with an impressive rebound after the 2008 financial crisis, unlike commercial shipping. Globalization, restructurings, mergers, and a diverse bundle of travel and tourism services to cater for different passenger profiles have boosted robust revenue and profitability growth. Major cruise companies deploy ambitious investment plans to expand and renew their expensive fleet with larger modern vessels of high value. The mix of funding sources to finance these capital-intensive projects is critical and exerts a direct impact on the cost of capital. The paper contributes a rigorous corporate financial performance evaluation in the cruise sector and attempts to shed light on managerial financial efficiency, capital structure options, solvency conditions, and corporate value dynamics. A sample of leading cruise companies, jointly holding a dominant market position, is incorporated to empirically 156 CU IDOL SELF LEARNING MATERIAL (SLM)

investigate and assess their financial, accounting and stock market performance, based on convenient financial ratios and established market metrics. The detrimental impact of the recent corona virus pandemic on the cruise sector is also discussed. This original studybridges the relevant research gap, as past literature remains thin on this critical topic. A set of challenging and innovative contributions is delivered for the financial performance of major cruise companies, for the first time, in support of efficient managerial implications and recommendations. 10.10 GUIDELINES FOR MEDICAL FACILITIES Travel for health purpose has several historical evidence, dating back to thousands of years.According to the World Health Organization, health is a state of physical mental and social well-being and not merely the complete absence of disease or infirmity and thus we can define Health Tourism as a type of tourism, which has primary motivation of contribution tophysical, mental, and/or spiritual health through medical interventions or wellness-based activities. Involvement of medical interventions can be termed as Medical tourism while indulgence in wellness activities can be termed as Wellness tourism. Both the terms are not the same but are considered as different forms within the broader ‘Health Tourism’ concept. The difference between the two forms of health tourism is in the fact that medical tourism implies existence of a medical distress, that needs to be investigated, diagnosed and treated by medical procedures and thus considered a reactive form of a health tourism, while wellness tourism is a proactive one, implying preventing or maintaining health using alternative procedures, without implying specialized clinics, specialized medical personnel or invasive procedures. A concrete example is visualising hospital for medical tourism and a spa for wellness tourism. 10.11 MANILA DECLARATION ON WORLD TOURISM The Manila Declaration on the Peaceful Settlement of International Disputeswas approved by resolution 37/10 1 by the United Nations General Assembly on 15 November 1982, on the basis of a text prepared by the Special Committee on the Charter of the United Nations and on the Strengthening of the Role of the Organization at its 1980 session, held in Manila, the Philippines. The Declaration is the first important instrument of the work of the Special Committee on the Charter of the United Nations and on the Strengthening of the Role of the Organization. World Tourism can be a vital force for world peace and provide moral intellectual basis for international understanding and interdependence. The right use of leisure alongwith access to proper holidays was recognised as basic human need. It is responsibility for thesociety to provide its citizens with the right access to this type of activity without any discrimination. The constraints on tourism should be studied and worked on for better access to people and the negative influences can get removed. Domestic and foreign torusim should develop simultaneously. 157 CU IDOL SELF LEARNING MATERIAL (SLM)

10.12 SUMMARY  Among the international human rights treaties, the Convention takes an important place in bringing the female half of humanity into the focus of human rights concerns.  The spirit of the Convention is rooted in the goals of the United Nations: to reaffirm faith in fundamental human rights, in the dignity and worth of the human person, in the equal rights of men and women.  The present document spells out the meaning of equality and how it can be achieved. In so doing, the Convention establishes not only an international bill of rights for women, but also an agenda for action by countries to guarantee the enjoyment of those rights. In today’s volatile market, travel organizations work towards showcasing  India’s rich tourism heritage in the form of designing organized package  Tours for the inbound, outbound, and domestic tourists. The international travel organizations like Thomas Cook, American Express and Cox and Kings are the forerunners of the travel agency and tour operation business.  Those travel agencies are responsible to bring this idea to the limelight and in the subsequent period, travel agencies in various countries started their operation on the line of them.  Unlike the intermediaries in European countries, India’s travel trade sector did not witness any such development in the pre-independence period and then in the post- independence period some measures were initiated by the central government that became favourable for travel agents to expand the scope of their activities and business scenario.  The role of the travel agents is not limited merely in selling travel related services but often also in taking considerable interest in promoting tourism destinations. The growth and development of travel agency was not remarkable in the first phase of the post-independence period. Afterwards many actions were taken to increase the share of India’s position in benefited with the increasing flow of tourist traffic to India. There has been a paradigm shift in the travel trade in the second phase of the liberalization in India and travel organizations have got the business diversified to target the growing outbound and domestic tourism market in 10.13 KEYWORDS  Agent: one who acts or has the power to act as the representative of another. Most frequently in travel anyone other than a principal, such as a retail travel agent, receiving agent, ticket agent, local operator, or wholesaler. 158 CU IDOL SELF LEARNING MATERIAL (SLM)

 Air Coupon: One flight coupon that allows passengers to fly internationally on several airlines.  Infrastructural Facilities: These include facilities like Airport, Roads, Drainage, and Buildings etc. at a destination.  Promotion: All activities such as advertising, publicity, personal selling, and public relations, which are carried out to enhance sales.  Travel Agent: An individual or a firm who is authorized by the airlines, hotels, etc. to enhance the sale of all travel related services.  Tour Operator: A company or a firm, which designs tour packages and makes them available to customers through travel agents. 10.14 LEARNING ACTIVITIES 1. Divide yourself in groups as per the strength of your class and prepare a travel package Mysore. Include the expenses per head and all the details about the places the package has. ___________________________________________________________________________ ___________________________________________________________________________ 2. Talk to your friends or people of the community and ask them what they expect the tourists might want to do and what they should and should not do. Write down what you find out in the space below. Discuss these expectations with your tutor next time you meet. ___________________________________________________________________________ ___________________________________________________________________________ 10.15 UNIT END QUESTIONS A. Descriptive Questions Short Questions 1. What are the main achievements of act in tourism? 2. How do you deal with the traditional patterns of tourism? 3. What type of work is involved in travel and tourism industry? 4. What would you do to handle negative comments from clients, most especially when they express anger, frustration, or hostility? 5. What do you do, to get things moving if you are supervising on a public counter and there is lots of people waiting and more coming in? 159 CU IDOL SELF LEARNING MATERIAL (SLM)

Long Questions 1. How do you advise the customer if a customer is not sure what they need, and comes to you for advice about a product? 2. What do you think a customer satisfaction is? 3. How do you deal with difficult customers? 4. Why should you be willingness to learn as a csr? 5. How are persuasion skills important? B. Multiple Choice Questions 1. Which year TAAI wasformed? a. 1950 b. 1951 c. 1940 d. 1941 2. When was the IST domestic Air transport started? a. 1912 b. 1920 c. 1930 d. 1820 3. What is the route of the domestic route of airline between? a. Delhi to Afghanistan b. Delhi to Kolkata c. Karachi to Delhi d. None of these 4. Where is Indira Gandhi International Airport situated? a. Mumbai b. Kolkata c. Delhi d. Bangalore 160 CU IDOL SELF LEARNING MATERIAL (SLM)

5. Where is ChatraPathi Sivaji international airport? a. Chennai b. Bangalore c. Mumbai d. Kerala 6. When was Helsinki Accords signed? a. August 2, 1978 b. August 1, 1975 c. July 6, 1987 d. September 1, 1975 7. What was the liability of the carrier limited to per passenger as regards to objects, which the passenger takes, charge of himself under Warsaw convention? a. 5,000 francs b. 5,000 pesos c. 5,000 dollars d. 10,000 pesos 8. Which of the following is not included in the baggage check under Warsaw convention? a. description of the package b. place and date of issue c. name and address of the carrier d. a statement that the transportation is subject to the rules relating to liability established by this convention 9. Which year, the Chicago Convention was conducted? a. 1929 b. 1928 c. 1943 d. 1944 10. Which year, the Athens Convention was adopted? 161 a. 1976 b. 1970 CU IDOL SELF LEARNING MATERIAL (SLM)

c. 1974 d. 1979 Answers 1-b, 2-a, 3-c, 4-c, 5-c, 6-b, 7-a, 8-a, 9-d, 10-c 10.16 REFERENCES References  Angelo A., & Francesca Di Virgilioand Isabel C. [Camillo]. (2017). The Impact of Social Network on Italian Users': Behavioural Intention for the Choice of a Medical Tourist Destination  Mahir Nakip&Aytaç Gökmen. (2018). The Importance of the Destination Choices of Tourists: The Case of Kazakh Tourists Visiting Turkey. International Journal of Tourism and Hospitality Management in the Digital Age.  Nicholas A. Ramchurjee & Charles V. Ramchurjee. (2018).an Evaluation of the Attitudes and Perception of the Local Communities in Mysore: Towards the Impacts of Tourism Development. International Journal of Tourism and Hospitality Management in the Digital Age Textbooks  Chand Mohinder. (2006). Travel Agency Management: An Introductory Text. New Delhi: Anmol Publications Pvt. Ltd  Sinha P.C. (n.d).Tourism, Transport and Travel Management. New Delhi: Anmol Publication Pvt. Ltd.  Mohinder Chand Dhiman.& Ravi Bhushan Kumar.(2006). Building Foundations for Understanding the International Travel Agency and Tour Operation. New Delhi: Anmol Publication Pvt. Ltd. Websites  http://www.hindu.com/thehindu/2001/08/02/stories/0602000n.htm  .http://www.ttsvisas.com/visas.aspx?page=FAQ.  www.igi-global.com/article/an-evaluation-of-the-attitudes-and-perception-of-the- local-  communities-in-mysore-towards-the-impacts-of-tourism- development/201104?camid=4v1a 162 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT 11 – LINKAGES AND ARRANGEMENT WITH OTHER TOURISM COMPONENTS STRUCTURE 11.0 Learning Objectives 11.1 Introduction 11.2 Tourism through Ages 11.3 Components of Tourism 11.4 Sectorial Amalgamation 11.5 Summary 11.6 Keywords 11.7 Learning Activity 11.8 Unit End Questions 11.9 References 11.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Explain Tourism through Ages.  Illustrate Components of Tourism.  AnalyseSectorial Amalgamation  Explain the meaning of sectorial Amalgamation.  Discuss various components of tourism. 11.1 INTRODUCTION During the recent past, all businesses have become highly competitive, and the travel industry is no exception in this context. Such competition has compelled the travel agencies and tour operators to seek ways to become more efficient and profitable in this direction. Since the tourism product is not an independent product, rather it is a dependent product, which is formulated by the ‘tour manufactures’ by assembling various tourism product components – airline seats, hotel rooms, transportation, culture, and so on from other sectors of the economy. Essentially, travel industry has to maintain a close tie with the air industry, hotel 163 CU IDOL SELF LEARNING MATERIAL (SLM)

industry, cultural and entertainment organizations. Such linkages are vital for the travel or tour operation industry to serve the diverse needs and demands of tourists Below figure describes the linkages in travel trade business. The figure reveals that accommodation, transportation,recreation entertainment organizations, airlines, hotels have occupied a pivotal place in the travel industry and are supporting the travel agency business. In fact, travel agency or tour operators are creating demand for travel, lodging, food, shopping, entertainment, and other tourism sources. Accommodation includes all forms of lodging, even camping and caravanning and all types of food and beverage services, transportation encompasses – airline, rail, road, and sea; shopping includes any form of retail purchase such as souvenirs, arts & crafts, clothing and other. Banking and insurance companies offer financial and insurance services; tourism associations offer an opportunity to solve tourism industry problems and follow tourism business ethics; tourism educational institutions provide /supply right kind and quality human resource to operate and manage travel industry in a professional manner. Keeping in view the above-mentioned aspects, one can say that the linkages in the travel industry or the constituents of the travel industry are dependent on each other not only in terms of their business but also in relation to determining their marketing strategies.For example, a tour company will be able to package a tour with the help of transportation sector, accommodation sector, destination attraction, destination organizations, and so forth. Hence, all tourism services have a direct impact on the product of the tour operator. Figure 1. Describes the linkages in travel Trade: 164 CU IDOL SELF LEARNING MATERIAL (SLM)

Figure11.1: Travelbusiness linkages and integrations Airlines: International Air Transport Association operates a network by which travel agencies sell airline tickets and receives Commission.Thus, the sale of airline tickets is highly regulated and strictly controlled. The agency commission range from 5 to 8 percent but most major airlines offer additional incentives i.e., cash bonuses and override commission. However, in some cases when a travel agency purchases air tickets in bulk the margin of commission will be high. This largely depends on relationship between the two organizations. The producer of sale of domestic airline tickets is different from country- to country and even the rate of commission varies. Today, airline ticketing and reservation is almost entirely automated. Accommodation Companies : Most hotels and other lodging companies including major Indian and international hotel chains pay commission to the travel agencies,however hoteliers in dealing with travel agencies are more information and less regulated than the airline companies. Interestingly many hotels and hotel chains participate in computer reservation system permitting hotel reservation to be made at the same terminal, which is used to sell airline tickets. The commission received from hotels is the second largest component of total agency’s revenue. However, if the purchase is made in bulk than the profit is based on the negotiated prices and accordingly the profit may be higher or lower. 165 CU IDOL SELF LEARNING MATERIAL (SLM)

Cruise Companies: The cruise companies are informally regulated by its Own governing body i.e., cruise lines association which must approve any travel agency that. Desires to sell booking on behalf of any member of a cruise company the raise companies also offer a complete package including sea travel accommodation food entertainment and sometime air travel also. The commission varies room 10 to 20 percent. However, most cruise package tour are sold to the public through travel agencies. Thomas cook brought first group of foreign tourist in India through sea rout. Insurance Companies: Today many travel companies have included travel insurance in their package tour like Thomas cooks. The company insured the travellers to protect them against accident, loss of baggage and missing flights. Successful travel agency management has to make close contact with Insurance companies to obtain insurance policies for its clients. Recently the Oriental Insurance Company has introduced two new travel policies for domestic as well foreign tourist i.e., ‘Suhana Safar’ for domestic travellers And ‘Videsh Yatra Mitra’ for foreign travellers. Incidentally, the foreign policy is an upgraded version of overseas medical insurance. Banking Companies: Travel agencies offer banking facilities to the traveller like clearance of traveller cheques and arrangement of foreign currency. Only those travel agencies, which are authorized by the reserve bank of India under Foreign Exchange Regulation Act 1973, can deal with foreign currency. Banking companies give commission to travel agencies on traveller cheques and currency exchange. Educational Institutions: An agency’s success depends almost entirely on the competence of management and expertise of the staff. It develops labour planning in such a way that will help to conduct on campus selection and match the student to the requirements of the company. The linkage between travel Companies and tourism education institutions will solve the problem of human resource requirements of present and future. Therefore, a travel company needs to maintain close contact and interface with tourism Education intuitions. Many chief executives from the industry are the members of the advisory board of the intuitions. Travel Trade Associations: These associations provide a common platform to solve many problems of the members such as training, common code of conduct airlines commission to any other. There are a number of travel trade associations like TAAI, ICAO, ASTA, IATA, and PATA, WTO, that are quite active in the Promotion of travel trade at global. Essentially every travel company should be this association to avail financial and non – financial incentives and commissions from the airlines, hotels, railways etc. Tour operators / destination companies :The travel agencies need to maintain close ties with many other organizations offering travel related service like cultures and entertainment organizations foreign tour companies’ regional passport office, department of tourism both at centre and states sports operators transport operators food and beverage business etc. in fact 166 CU IDOL SELF LEARNING MATERIAL (SLM)

these organizations play a vital role in making travel a complete product. Travel companies provide business to above cited organization and in return receive commissions. However,few other originations help the agency to run travel business smoothly and promote India as a tourist Destination. Technically a Travel Company cannot work in isolation but is interdependence with other travel related enterprises. Keeping in view the above-mentioned aspects, one can say that the linkages in the travel industry or the constituents of the tourism industry are dependent on each other not only in terms of their business but also in relation to determining their marketing strategies. It can be supported with an example; a tour company will be able to package a tour with the help of transportation sector, accommodation sector, destination attraction, destination organizations, and so forth. 11.2TOURISM THROUGH AGES Tourism Through Ages As we prepare for an annual vacation or a weekend trip we take for granted how easy present-day travel is. We do not realize the conditions necessary for present-day tourism to flourish. Consider what we require to travel. First, we must have the free time to engage in leisure pursuits. Second, we must have the money to go somewhere. Where we go is affected by the means of transportation. A combination of time, money, and availability of transportation determines where we will go. When we get there, we must have a way of paying for our purchases. While the joy of travel is enhanced by a certain amount of risk, the route and the destination must be sufficiently safe to encourage our travel. It is only by surveying where we have come from that we can truly appreciate where we are now and plan for where we might want to be. Early Travel Early peoples tended to stay in one place. Travel was essentially to seek food or to escape danger. The Bible, however, refers to travel for purposes of trade. In ancient times, we began to see the development of routes for facilitating trade and the creation of specialized, if somewhat crude, vehicles specifically for travelling. The growth of cities along waterways, such as the Nile River and the Mediterranean Sea, encouraged the development of water travel. The Empire Era Egyptians. As empires grew, we began to see the development of the conditions necessary for travel. At the peak of the Egyptian era, travel for both business and pleasure began to flourish. Travel was necessary between the central government and the outlying territories. To accommodate travellers on official business, hospitality centres were built along major routes 167 CU IDOL SELF LEARNING MATERIAL (SLM)

and in the cities. Egyptians also travelled for pleasure, and public festivals were held several times a year. Herodotus, sometimes called the first travel writer, observed: The Egyptians were also the first to introduce solemn assemblies, processions, and litanies to the gods; . . . The following are the proceedings of the assembly at Bubastis. Men and women come sailing all together, vast numbers in each boat, many of the women with castanets, which they strike, while some of the men pipe during the whole time of the voyage; the remainder of the voyagers, male and female, sing the while, and make a clapping with their hands. When they arrive opposite any of the towns upon the banks of the stream, they approach the shore, and while some of the women continued to play and sing, others call aloud to the females of the place and load them with abuse, while a certain number dance, and some standing up expose themselves. After proceeding in this way all along the river- course, they reach Bubastis, where they celebrate the feast with abundant sacrifices. More grape-wine is consumed at this festival than in all the rest of the year besides. The number of those who attend, counting the men and women and omitting the children, amounts, according to the native reports, to 7OO.OOO. 1 Travel also satisfied people's curiosity. The earlier Pharaohs used the good building stone of the Nile to construct great tombs and temples as early as 2700 BCE Over a thousand years later the Egyptians found themselves surrounded by this historical treasure chest. Writers noted that visitors left messages to show they had been there and took home remembrances of the trip. Assyrians and Persians. Assyria comprised the area now known as Iraq. As the empire expanded from the Mediterranean in the west to the Persian Gulf in the east, the means of travel were improved, largely for military use. Roads were improved, markers were established to indicate distances, and posts and wells were developed for safety and nourishment. Even today, we see the influence of military construction aiding pleasure travel. The recently completed United States interstate highway system was developed initially to facilitate transportation in the event of a national emergency. The Assyrian military travelled by chariot, others by horse, while the donkey was the principal mode of transportation of the common people. The Persians, who defeated the Assyrians, continued improvements in the travel infrastructure. New kinds of wagons were developed including a four-wheeled carriage for the wealthy. Greeks While previous civilizations had set the stage for the development of travel, it took the Greeks and, later, the Romans to bring it all together. 168 CU IDOL SELF LEARNING MATERIAL (SLM)

The Greeks continued in the tradition of the great traders. Because water was the most important means of moving commercial goods, Greek cities grew up along the coast, thus ensuring that travel was primarily by sea. Travel for official business was less important as Greece was divided into city-states that were fiercely independent. Pleasure travel did exist in three areas: for religious festivals, for sporting events, and to visit cities, especially Athens. Travel was advanced by two important developments. First, through currency exchange. Previously travellers would pay their way by carrying various goods and selling them at their destination. The money of Greek city-states was now accepted as international currency, eliminating the need to travel with a retinue of goods. Second, the Greek language spread throughout the Mediterranean area, making it easier to communicate as one travelled. Romans Travel flourished in Roman times for several reasons. The control of the sprawling Roman Empire stimulated trade and led to the growth of a large middle class with the money to travel; Roman coins were all the travellers had to carry to finance the trip; the means of transportation, roads and waterways, were excellent; communication was relatively easy as Greek and Latin were the principal languages; and the legal system provided protection from foreign courts, thereby ensuring the safety of the traveller. The sporting games started by the Greeks were copied in the fights-to-the-death of the Roman gladiators. Sightseeing was also popular, particularly trips to Greece. Greece had recently become a part of greater Rome and was now the place to see. Pausanias, a Greek, wrote a 10- volume guide to Greece, aimed at Roman tourists; in 170 CE In his 10 volumes, he describes in detail the monuments, sculptures and the stories and myths behind them. Touring was also popular to Egypt, site of the Sphinx and the Pyramids, and to Asia Minor, scene of the Trojan War Aristotle visited Asia Minor before establishing his famous school. It was at this time that an unknown scholar developed the idea of the Seven Wonders of the World. A final development was that of second homes and vacations associated with them. Villas spread from Rome south to Naples, near the sea, to the mountains, and to mineral spas. Europeans Pilgrims. As the Roman Empire collapsed in the fifth century, roads fell into disuse and barbarians made it unsafe to travel. Whereas a Roman courier could travel up to 160 kilometres a day, the average daily rate of journey during the middle Ages was 32 kilometres. It was not until the twelfth century that the roads became secure again. This was due to the large numbers of travellers going on pilgrimages. 169 CU IDOL SELF LEARNING MATERIAL (SLM)

Pilgrims travelled to pay homage to a particular site or as atonement for sin. Those who heard confessions often required the sinner to travel barefoot. In other cases, pilgrims journeyed to fulfil a promise made when they were sick. Sir John Mandeville is credited with writing a fourteenth-century manual for pilgrims to the Holy Land. In it, we see the early signs of the destructive nature of tourists: You must understand that when men arrive in Jerusalem they make their first pilgrimage to the church, which is the Sepulchre of Our Lord. . . . Not long ago the Sepulchre was quite open, so that men could kiss it and touch it. However, because some men who went there used to try to break bits of the stone off to take away with them, the Sultan had a wall built around the Tomb so that nobody could touch it except on the left side. 2 Beginning in 1388, King Richard II required pilgrims to carry permits, the forerunner of the modern passport. Renaissance. The next important factor in the history of travel was the Renaissance. As society moved from a rural to an urban base, wealth grew, and more people had the money to travel. Pilgrimages were still important although journeys to Jerusalem declined because of the growth of Protestantism in Europe. The impetus to travel in order to learn was aided by the arrival of Renaissance works from Italy. Stable monarchies helped assure travellers’ safety, although, as can be seen in the writings of this sixteenth-century traveller, certain precautions still had to be taken: A traveller has the need of a falcon's eye, a monkey's face, a merchant's words, a camel's back, a hog's mouth, and a deer's feet. In addition, the traveller to Rome—the back of an ass, the belly of a hog, and a conscience as broad as the king's highway. Line your doublet with taaffeite, taaffeite is lice-proof. Never journey without something to eat in your pocket, if only to throw at dogs when attacked by them. Carry a notebook and red crayon. When going by coach, avoid women, especially old women; they always want the best places. At sea, remove your spurs; sailors make a point of stealing them from those who are being seasick. Keep your distance from them in any case; they are covered with vermin. In an inn-bedroom which contains big pictures, look behind the latter to see they do not conceal a secret door, or a window. Women should not travel at all and married men not much. Grand Tour. The beginning of the sixteenth century saw a new age of curiosity and exploration that culminated in the popularity of the Grand Tour. This was initially a sixteenth-century Elizabethan concept brought about by the need to develop a class of 170 CU IDOL SELF LEARNING MATERIAL (SLM)

professional political leaders and ambassadors. Young men accompanied ambassadors throughout Europe in order to complete their education. The practice developed into the seventeenth and eighteenth centuries until it became almost routine. No man’s education was complete until he spent from one to three years travelling around Europe with a tutor. This practice was undoubtedly influenced by the writings of John Locke, who believed that human knowledge came entirely from external sources. Once one environment was \"exhausted”, it became necessary to travel on to another. Thus, travel became a requirement for those seeking to develop the mind and accumulate knowledge. The Grand Tour began in France, where French was studied together with dancing, fencing, riding, and drawing. Before Paris could corrupt one's morals or ruin one's finances, the student would head for Italy to study sculpture, music appreciation, and art. The return was by way of Germany, Switzerland, and the Low countries. Travel was by coach and could be rather uncomfortable. It was also necessary to \"prove\" one's culture and sophistication by returning home armed with paintings and sculptures, many of which were frauds foisted on unsuspecting travellers. While travel was primarily by the English, some 20,000 people a year, the aristocracy of Scandinavia and Russia soon followed the Grand Tour practice. However, fewer in number, some notable Germans also took the Grand Tour. One such was the writer Goethe. One of his experiences illustrates the differences in cultural values between host and guest: \"Where is the privy?\" inquired Goethe at Torbole. \"In the courtyard, signore.\" Goethe surveyed the courtyard but could see no likely doorway. \"Where exactly in the courtyard?\" he asked. \"Oh, anywhere you like, signore,\" was the affable reply. The Grand Tour reached its peak of popularity in the mid-eighteenth century but was brought to a sudden end by the French Revolution and the Napoleonic Wars. The Victorian Age In the late eighteenth and early nineteenth centuries, two major factors affected the development of tourism. Increased industrialization accounted for both of them. First, the Industrial Revolution accelerated the movement from rural to urban areas. This produced a large number of people in a relatively small area. The desire to “escape,” even for a brief period, was present. Associated with this was the development of steam engines in the form of trains and steamships. This allowed the means to escape. Because of the proximity of the coast to the major urban areas, it was only natural that train lines were extended in these directions. However, the vast majority of visitors to the seaside were day-trippers. It was well into the second half of the nineteenth century that the working 171 CU IDOL SELF LEARNING MATERIAL (SLM)

classes were able to get regular holidays and sufficient income to use their leisure time to travel Development of spas. The development of spas was largely due to the medical profession, which, during the seventeenth century, began to recommend the medicinal properties of mineral waters. The idea originated, however, with the Greeks. The Roman Empire in Britain associated health with baths and springs. The word \"spa\" in fact comes from “espa,” meaning a fountain, and was taken from the Belgian town of Spa. Spas on the continent of Europe were developed two hundred to three hundred years before their growth in England. Development occurred because of three factors: the approval of the medical profession; court patronage; and local entrepreneurship to take advantage of the first two. Patronage by court figures helped establish spas as the \"in\" place to be. Today we talk in tourism about \"mass follows class,” the idea that the masses are influenced in their choice of vacation spot by where people influential to them visit. Today, film stars seem to have taken over the role of influencer once enjoyed by royalty. The number of people who could afford to \"take the waters\" was rather small. By the end of the seventeenth century, the influence of the medical profession had declined, and spas were more for entertainment than for health. Their popularity continued, however, into the nineteenth century. It is still possible today to drink from the mineral waters at Bath in England, while Hot Springs and Glenwood Springs in the American states of Arkansas and Colorado, respectively, still attract many visitors. Additionally, many Eastern European towns proclaim the beneficial effects of mudpacks and hydrotherapy. Growth of seaside resorts. The medical profession, the British court, and Napoleon all helped popularize the seaside resort. The original motive for sea bathing was for reasons of health. Dr Richard Russell argued that seawater was effective against such maladies as cirrhosis, dropsy, gout, gonorrhea, and scurvy and he insisted that people drink a pint of it daily. It is worth noting that the good Dr Russell was a physician in Brighton, a resort close to London and on the water! Brighton's fame was assured after the patronage of the Prince Regent, who later became George IV. Similarly, South end and Cowes are associated with Princess Charlotte and Queen Victoria, respectively. The French Revolution and the Napoleonic Wars stimulated the growth of the seaside resort. It will be recalled that both contributed to the demise of the Grand Tour. Those who would have taken the Grand Tour could not travel to the Continent. The now fashionable seaside resorts were the alternative. Seaside resorts were genteel to the point of being dull. Originally, people bathed in the nude. This, however, led to inquisitive onlookers. The bathers then turned to bathing machines that 172 CU IDOL SELF LEARNING MATERIAL (SLM)

could be rolled out into deep waters. The sightseers countered with telescopes! This led to the wearing of bathing dresses, which revealed nothing. Visitors were led to complain:  The ladies dressed in flannel cases  Show nothing but their handsome faces. Toward the end of the nineteenth century, the seaside resorts became the palaces for the working classes. This was due to the introduction of paid holidays and better wages. The term holiday comes from \"holy days,” days for religious observances. Ancient Rome featured public holidays for great feasting. As Europe became Christian certain saints' days and religious festivals became holy days when people fasted, prayed, and refrained from work. After the Industrial Revolution, religious holidays gradually became secularized, and the week's holiday emerged. The vacation was negotiated between employer and the workers and was again due to the economic and social changes brought about by the Industrial Revolution. It made sense to take the holidays during the warmer summer months. For the employer it was advantageous to close the entire factory down for one week rather than face the problems of operating with small groups of people absent over a longer period. Even today, certain weeks are associated with the general holidays of certain towns. Prior to World War I, the principal mode of transportation was the railway. This meant that development was concentrated at particular points. Regional development occurred with particular resorts growing to serve specific urban areas. The growth of the automobile, as will be seen later, allowed tourism to become more dispersed. Americans Early travel in the US. Tourism in the United States developed for the same reasons as in Europe. Travel was limited by the need for transportation. The first development of note was that of resorts. With the encouragement of physicians, resorts like Saratoga in New York State became very fashionable by the early 1800s. Ocean resorts also became attractive for health reasons initially, although amusements soon sprang up as well. It took the development of the railway to open up the country to travellers. The completion of the Erie Railroad spurred the development of Niagara Falls as a honeymoon paradise by the 1870s. The vast river network of the interior of the nation allowed the development of steamboat excursions, particularly gambling and amusement trips between the New Orleans, Louisiana and St Louis, Missouri. The Industrial Revolution produced a class of wealthy people who had the time to travel. Thus, touring became popular. Many people took the Grand Tour. For most people in the South, an American-style Grand Tour to the north took a comparable amount of time and money. Three attractions were paramount: northern cities, historical sites, and resorts. 173 CU IDOL SELF LEARNING MATERIAL (SLM)

By the late 1800s, the West was attracting not only easterners but also Europeans to see the natural beauty and to hunt buffalo. Foreign travellers were also fascinated at this time by travel for religious reasons, to visit the important shrines of the various religious sects that had sprung up. The 12-hour workday had been reduced to 10 hours by the end of the 1800s, and vacations were beginning to be recognized. While travel had been for the few, now it began to come within the reach of more and more people. Tourism today. Today, Americans take more than 500 million trips annually to places 160 kilometres or more from home. Over two-thirds of these trips are pleasure-oriented. Over half of the pleasure trips are to visit friends and relatives. Approximately two-thirds of all trips are taken by auto, truck, or recreational vehicle. Weekend trips, as distinct from the traditional vacation trip, have been increasing and now represent about 40 per cent of all trips taken. For every USD 100 spent on trips over 40 kilometres from home, about USD 37 is spent on personal transportation, USD 21 on purchases, USD 14 on food, USD 13 on public transportation, USD 9 on lodging, and USD 6 on entertainment and recreation. The major beneficiaries of tourism, in terms of US dollars spent there, are the states of California, Florida, New York, Texas, and New Jersey. Transportation The mode of transportation available determines the destinations to which one can travel. The location of accommodation, in turn, followed the development of transportation. Stagecoach travel. Coaches were invented in Hungary in the fifteenth century. The word coach comes from the Hungarian town of Kocs. The first coaches were closed carriages suspended on leather straps between four wheels. The straps acted as springs that attempted to compensate for the poor condition of the roads. The need to rest horses every few kilometres led to the development of post, or posting, houses where the animals could be changed or fed. This also allowed passengers the opportunity to rest their weary bones, for the poor state of most roads meant that travel was a jolting experience. In fact, the development of the English tavern was due to the need of stagecoach passengers to have overnight accommodation. A major development in travel by road came in the early nineteenth century when John McAdam and Thomas Telford invented a new type of road surface that greatly improved the common dirt road found throughout Europe. The technique consisted of laying small broken stones over the general level of the ground with suitable drainage on each side of the road. It is said that McAdam insisted that no stone be used if it could not fit into the mouth of the labourer laying it down. The result was an increase in the comfort factor when travelling by coach. 174 CU IDOL SELF LEARNING MATERIAL (SLM)

Rail travel. The first railway was opened in England in 1825. While some people thought that trains went too fast for decent people, the increase in speed made day trips to the coast possible. At a cost of one penny a kilometre and a speed of 30 kilometres per hour, a large demand was created. The result was an accelerated growth in the popularity of English seaside resorts. First-class cars were lighted by oil lamps and had comfortable accommodations. Second-class coaches had roofs but no sides, while third-class passengers rode in open cars. Brakes were unreliable as were the rails. Spikes often came loose from the rails, which buckled and could pierce both cars and passengers. Food was served on American trains beginning in the 1860s. Salon cars sold buffalo, elk, beefsteak, or mutton for USD 1. It took George Mortimer Pullman to introduce comfortable overnight travel by rail for other than the upper classes. Sleeping berths cost USD 2 a night in the Pioneer. In Europe, the Compagnie des Wagon-Lits equivalent was the Orient Express from Paris to Istanbul. By the early twentieth century, a private railroad car was a sign of wealth, but the 1929 stock market crash in the United States ended the practice. Today, some private rail cars have been renovated to their former glory for special tours. The heyday of the railroads lasted approximately 100 years, from the 1830s to the 1930s. Railroads in the United States could not meet the challenge of the airlines, which offered speed over long distances, or buses that provided luxury coaches over shorter distances. Railroads in some cases sought to dissuade people from using rail transport. They felt there was much more profit to be made from hauling freight. Use of rail tracks by long, heavy, and slow freight trains means that American passenger trains can never reach the speeds of European and Japanese trains. Tracks are in such poor shape that speed is severely limited. Water travel. Travel by water naturally preceded rail transport, but it was not until the mid- nineteenth century that the ocean liners came into prominence. Sir Samuel Cunard inaugurated the first regular steamship service between Britain and the United States in 1840. By the 1890s, the trip was done in six days. Just as the automobile and the airplane led to the decline of train travel, so too the airplane led to the demise of the ocean liner. In its peak year of 1957, over one million passengers crossed the ocean on liners. The following year more people crossed the Atlantic by plane than by ship. Between 1960 and 1975, passenger departures from New York fell from 500,000 a year to 50,000. Transatlantic travel by liner has almost disappeared. Existing ships were refitted for cruising, and then newer, lighter cruise ships were built as the demand increased. The worldwide cruise market is well over two million passengers strong. Yet the potential is much larger. Less than 10 per cent of the US population has ever taken a cruise. Cruising is much more of a vacation experience than a mode of transportation. 175 CU IDOL SELF LEARNING MATERIAL (SLM)

Travel by road. Henry Ford's Model T of 1908 started a revolution in American tourism. Destination development was tied to the means of transportation. From the early posting houses to the railroad hotels and resorts and steamship ports, wherever transportation brought people was where the destinations grew. Development of tourism was concentrated in those areas. However, the arrival of the automobile changed all that. Now people began to travel wherever they wanted on a road system that criss-crossed the country. Development became more dispersed rather than being concentrated in a few places. The benefits of tourism were being spread more widely. Organizing such a system also became more complex. People could now much more readily travel when they wanted as well as where they wanted. They were no longer at the mercy of schedules put together by the transportation companies. However, they were still limited by such things as time and money. The motel is a legacy of the automobile. It is also another example of how accommodations developed to follow the transportation routes. Today, over 90 per cent of all pleasure trips taken in the United States are done by automobile. Air travel. Regularly scheduled air service began in 1919 by what was to become Deutsche Lufthansa. Air service in both Europe and the United States was reserved for ferrying the mail. Seven years later Western Airlines began carrying the mail and one passenger if the weight limitations permitted. By 1940, the travel time between Britain and the United States had been cut from six days to one, and the airlines began to take away the market from the liners. In 1958 the introduction of jet travel reduced the time from 24 hours to eight. Today, the Concorde crosses the Atlantic in just over three hours. Accommodations Early inns. In earlier times, travellers stayed in private homes and were treated as part of the family. People felt an obligation to house the traveller. As travel became more popular, however, specific buildings were erected to house travellers. The first hostelries were called ordinaries, and they date from the mid-seventeenth century in colonial America. They later evolved into taverns and inns or houses. An ordinary usually consisted of two small rooms. One room had a bar and was used for eating and drinking; the other room was reserved for the property owner and his family. Travellers slept on the floor of the bar and dining room. As the amount of travel grew, so did the demand for accommodation along the way. Inns offered sleeping quarters for overnight guests while taverns consisted of places specializing in food, drink, and conviviality. It was accepted practice for travellers of the same sex to share both rooms and beds. 176 CU IDOL SELF LEARNING MATERIAL (SLM)

The grand hotels. The Victorian era of the early nineteenth century gave us two remarkable institutions: the railway station and the grand hotel. No longer was overnight accommodation a painful necessity. It was in the United States that the first grand hotel was developed, the City Hotel in New York City. Opened at the end of the eighteenth century, it consisted of 73 rooms on five floors. The Tremont House, which opened in Boston in 1829, is generally regarded as the first modern hotel in America. Then the largest hotel in the world, with 170 rooms and a dining room capable of seating 200 people, it broke with the traditional inn in several ways: It had both single and double rooms, numerous public rooms, the stables were isolated from the rooms, and there was no signboard outside the front entrance. The Tremont also offered several features that were novel for the times: eight baths with cold running water in the basement, a row of eight water closets on the ground floor, gas lights in the public rooms, a different key for each room, and free soap . Media/image6.pngFigure 1.6 Chateau Frontenac, Quebec. As America grew, each town sought to have its own Tremont House to symbolize how successful and prosperous it was. By the twentieth century, as more people travelled, the nature of the hotel industry changed. The opening of the Buffalo Sattlersignalled the beginning of the commercial hotel concept. The hotel's slogan was \"a room and a bath for a dollar and a half.” The Great Depression brought the travel industry to a virtual halt, until after World War II. Motels. Following World War II, peacetime prosperity saw the means to travel spread to more and more people. Business people travelled by car rather than by train, and whole families were taking vacations. As Middle America took off in the automobile a new class of motor hotels or motels, sprang up to cater to their needs. However, the quality of these \"mom and pop\" operations was spotty. One traveller who decided to do something about it was Kemmons Wilson. On a vacation trip with his family, he found cramped, uncomfortable rooms, extra charges for children, and less than adequate restaurants. In 1952, he opened a motel that would be the first Holiday Inn. It had a swimming pool, air conditioning, a restaurant on the premises, a telephone in every room, free ice, dog kennels, free parking, and baby sitters available. As occupancy increased in motels, it decreased in hotels. Hotels today. As Holiday Inns developed in size, they also added features to their properties. Rooms were better furnished, and facilities were added. As they moved upscale, a gap was left at the lower-priced end of the market. That gap was filled by a variety of budget chains offering a clean room without the frills required by a businessperson or family traveller enroute to a destination. 177 CU IDOL SELF LEARNING MATERIAL (SLM)

The other end of the market opened up also with a variety of luxury properties and all-suite hotels that provided a two-room suite for families or business people. Chains have increased their influence, and the independent is finding it increasingly harder to compete. Today, the hotel industry is segmenting its marketing efforts to an extent not seen before. Properties are being built for specific groups of people: the upscale, the middle market, and the value conscious. Many of the chains have separate divisions competing in the marketplace. Tourism: a Definition A variety of definitions exists for what we call tourism. Thus, it is important to know exactly what we are talking about when we say \"tourism\" for several reasons. The development of attractions and facilities requires increasingly large amounts of money. A decision to build or not build depends upon numbers of potential users. Is there a large enough market to support such a project, be it a hotel, restaurant, or theme park? If we can arrive at a common definition of tourism, travel, and tourist then we are better able to use the numbers or data to determine whether to build, where to advertise, which destinations are growing or fading. In short, our business decisions will be better if they are made with a full understanding of what exactly we are talking about. Tourism is not an industry, although tourism gives rise to a variety of industries. Tourism is an activity engaged in by people who travel. It is an activity for pleasure or business. Tourism is basically a social, cultural and economic phenomenon which allows the movement of people to different countries for business or personal purposes. 11.3 COMPONENTS OF TOURISM The Component of tourism is the most important factor to attract the tourists towards the motivated destinations. It attracts tourists by providing all the facilities towards the destinations. The basic components or 4 A’ s of tourism are as follows: 1. ATTRACTION: i. It is the most important element & object that attract people to travel. ii. It includes cultural sites, archaeological sites, historical buildings & monuments or scenery like flora & fauna, beach, resorts, mountains, national parks. iii. It also includes events like trade fairs, exhibitions, sports events etc. iv. It is the preconditions of travel. It attracts the people & provides pleasure. v. It attracts & attaches people to enjoy & involve in tourism activities. Two types of attraction: 178 CU IDOL SELF LEARNING MATERIAL (SLM)

a. Natural Attraction: Attraction places made by nature. E.g., climate, natural beauty, landscape, mountains, water resources, flora & fauna, wildlife, beaches, safari, caves etc. b. Man-Made Attraction: Attraction developed by man. E.g., historical buildings, monuments, music, festivals, temples, churches, leisure parks, Disney lands, museums, discos, casinos etc. 2. ACCESSIBILITY: i. It is important key factor for the development of tourism. ii. Attraction may be wherever but without accessibility can’t reach towards that place. iii. It is the mode of transportation which helps the tourist to reach the destination. Three type of transportation: a. Surface: Transportation in land through roadways or railways. It is the cheapest means of transportation. b. Air Transportation: Transportation through airways to travel long distance. It has helped a lot as people can travel long journey as well as they can travel through high mountains. c. Water Transportation: Transportation through water. It made important contribution to travel in 19th century after the innovation of shipping technology. 3. ACCOMMODATION: i. It includes food & lodging facilities to the guest. ii. It should be comfortable, and services & facilities should be provided. Two types of accommodation: a. Serviced Accommodation: It refers to the services provided by the hotel, lodges etc. Different hotels are established to provide service of lodging & food to the guest. b. Self-Catering or Supplementary Accommodation: It refers to the premises which offer accommodation but not the services of hotel. It provides food & accommodation in return of cash per day. E.g., Youth Hostel, Dharmasalas, Pati-Pauwa, Tourist holiday villages etc. 4. AMENITIES i. Extra facilities & services required to the guest while traveling. ii. Facilities complement to the attraction. iii. It also provides facilities like providing visa, tickets etc. 179 CU IDOL SELF LEARNING MATERIAL (SLM)

Two types of amenities: a. Natural: Seashores, sea bath, fishing, rock climbing, trekking, sightseeing, river, sunrise etc. b. Manmade: Dance, Music, Drama, Cinema, Swimming Pool, Fair & Festivals, and Internet etc. 11.4SECTORAL AMALGAMATION An amalgamation is a combination of two or more companies into a new entity. Amalgamation is distinct from a merger because neither company involved survives as a legal entity. Instead, a completely new entity is formed to house the combined assets and liabilities of both companies. The term amalgamation has generally fallen out of popular use in the United States, being replaced with the terms merger or consolidation. However, it is still commonly used in countries such as India. Key Takeaways Amalgamation is the combination of two or more companies into a new entity by combining the assets and liabilities of both entities into one. The transferor company is absorbed into the stronger, transferee company, leading to an entity with a stronger customer base and more assets. Amalgamation can help increase cash resources, eliminate competition, and save companies on taxes. However, it can lead to a monopoly if too much competition is cut out, scale down the workforce, and increase the new entity's debt load. Understanding Amalgamations Amalgamation typically happens between two or more companies engaged in the same line of business or those that share some similarity in operations. Companies may combine to diversify their activities or to expand their range of services. Since two or more companies are merging, an amalgamation results in the formation of a larger entity. The transferor company—the weaker company—is absorbed into the stronger transferee company, thus forming an entirely different company. This leads to a stronger and larger customer base and means the newly formed entity has more assets. Amalgamations generally take place between larger and smaller entities, where the larger one takes over smaller firms. The Pros and Cons of Amalgamation Amalgamation is a way to acquire cash resources, eliminate competition, save on taxes, or influence the economies of large-scale operations. Amalgamation may also increase 180 CU IDOL SELF LEARNING MATERIAL (SLM)

shareholder value, reduce risk by diversification, improve managerial effectiveness, and help achieve company growth and financial gain. On the other hand, if too much competition is cut out, amalgamation may lead to a monopoly, which can be troublesome for consumers and the marketplace. It may also lead to the reduction of the new company's workforce as some jobs are duplicated and therefore make some employees obsolete. It also increases debt: by merging the two companies together, the new entity assumes the liabilities of both. 11.5 SUMMARY  Banking and insurance companies offer financial and insurance services; tourism associations offer an opportunity to solve tourism industry problems and follow tourism business ethics; tourism educational institutions provide /supply right kind and quality human resource to operate and manage travel industry in a professional manner.  Today many travel companies have included travel insurance in their package tour like Thomas cooks.  Amalgamations generally take place between larger and smaller entities, where the larger one takes over smaller firms.  A variety of definitions exists for what we call tourism. Thus, it is important to know exactly what we are talking about when we say \"tourism\" for several reasons. The development of attractions and facilities requires increasingly large amounts of money. A decision to build or not build depends upon numbers of potential users. Is there a large enough market to support such a project, be it a hotel?  If too much competition is cut out, amalgamation may lead to a monopoly, which can be troublesome for consumers and the marketplace.  Tourism is not an industry, although tourism gives rise to a variety of industries. Tourism is an activity engaged in by people who travel. 11.6KEYWORDS  Agent: one who acts or has the power to act as the representative of another. Most frequently in travel anyone other than a principal, such as a retail travel agent, receiving agent, ticket agent, local operator, or wholesaler.  Air Coupon: One flight coupon that allows passengers to fly internationally on several airlines.  Infrastructural Facilities: These include facilities like Airport, Roads, Drainage, and Buildings etc. at a destination. 181 CU IDOL SELF LEARNING MATERIAL (SLM)

 Promotion: All activities such as advertising, publicity, personal selling, and public relations, which are carried out to enhance sales.  Travel Agent: An individual or a firm who is authorized by the airlines, hotels, etc. to enhance the sale of all travel related services.  Tour Operator: A company or a firm, which designs tour packages and makes them available to customers through travel agents. 11.7 LEARNING ACTIVITIES 1. Divide yourself in groups as per the strength of your class and prepare a travel package Mysore. Include the expenses per head and all the details about the places the package has. ___________________________________________________________________________ ___________________________________________________________________________ 2. Talk to your friends or people of the community and ask them what they expect the tourists might want to do and what they should and should not do. Write down what you find out in the space below. Discuss these expectations with your tutor next time you meet. ___________________________________________________________________________ ___________________________________________________________________________ 11.8UNIT END QUESTIONS A Descriptive Questions Short Questions 1. How can we ensure that tourism will be sustainable if resource continues to deplete in the end? 2. Why should a common person prefer a tour operator to plan his holidays? 3. What is the future of tourism in India after COVID -19? 4. What are the expectations of Travel & Tourism fraternity from the government? 5. What major bold steps to be taken or advise by Travel Trade to Government after COVID 19? Long Questions 1. Why do you think that online portals increased market share due to major competition between the tour operator and online tour portals,? Are they providing the best rates and services to the customers? 182 CU IDOL SELF LEARNING MATERIAL (SLM)

2. Explain if after COVID 19, is the outbound tourism booming? Considering that the outbound travel market has grown over the past three years. 3. What more do you plan to offer to your customer, considering that some outbound destinations are very economical rather than holidaying in Kerala, Karnataka, Tamil Nadu, Orissa, or Northeast? With travelling becoming so cheap, people are looking forward to getting more value out of their money. 4. Explain if domestic travel is suffering due to the fact that large part of middle-class India, the definition of holidaying today is essentially ‘travelling abroad’? 5. How Association members help Governments and Tourism Departments for cleanliness at prominent places of tourist significance? B Multiple Choice Questions 1. Which is the leading International healthcare accrediting agency? a. Trent International Accrediting Scheme b. Joint Commission International c. NABH – National Accreditation Board for Hospitals and Health d. UKAF – United Kingdom Accreditation Forum 2. What is TGV is famous for? a. Airlines b. Railways c. Automobiles d. Hotel 3. What is leaving a destination in a better condition than you found it is known as? a. Enhancive sustainability b. Sustainable tourism c. Eco-tourism d. Clean-up tourism 4. How long has been India a member of the Executive Council of UNWTO 183 continuously? a. 15 b. 17 c. 18 d. 1 CU IDOL SELF LEARNING MATERIAL (SLM)

5. Which country’s citizens are excluded from Visa on arrival scheme in India? a. Finland b. Japan c. Cambodia d. Kazakhstan 6. Where has the word 'spa' derived from? a. Spain b. Greece c. China d. USA 7. What is a very basic to tourist destinations? The latest trend in is holiday villages? a. Accommodation b. Accessibility c. Amenities d. Attractions 8. What are the means by which a tourist can reach the area where attractions are located? a. Accommodation b. Accessibility c. Amenities d. Activities 9. What are the basic facilities provided in a tourist destination? a. Accommodation b. Accessibility c. Amenities d. Attractions 10. What is a place of interest where tourists visit, typically for its inherent or exhibited cultural value, historical significance, natural or built beauty, or amusement opportunities? a. Accommodation 184 CU IDOL SELF LEARNING MATERIAL (SLM)

b. Accessibility c. Amenities d. Attractions Answers 1-b, 2-b, 3-a, 4-d, 5-d, 6-b, 7-a,8-b, 9-c, 10-d 11.9 REFERENCES References  Angelo A.& Francesca Di Virgilioand Isabel C. [Camillo]. (2017). The Impact of Social Network on Italian Users’: Behavioural Intention for the Choice of a Medical Tourist Destination  Mahir Nakip& AytaçGökmen. (2018). The Importance of the Destination Choices of Tourists: The Case of Kazakh Tourists Visiting Turkey. International Journal of Tourism and Hospitality Management in the Digital Age.  Nicholas A. Ramchurjee & Charles V. Ramchurjee (2018).An Evaluation of the Attitudes and Perception of the Local Communities in Mysore: Towards theImpacts of Tourism Development. International Journal of Tourism and Hospitality Management in the Digital Age Textbooks  Chand Mohinder. (2006). Travel Agency Management: An Introductory Text. New Delhi: Anmol Publications Pvt. Ltd.  Sinha P.C. (n.d).Tourism, Transport and Travel Management. New Delhi: Anmol Publication Pvt. Ltd.  Mohinder Chand Dhiman.,& Ravi Bhushan Kumar. (2006). Building Foundations for Understanding the International Travel Agency and Tour Operation. New Delhi: Anmol Publication Pvt. Ltd. Websites  http://www.hindu.com/thehindu/2001/08/02/stories/0602000n.htm  .http://www.ttsvisas.com/visas.aspx?page=FAQ.  www.igi-global.com/article/an-evaluation-of-the-attitudes-and-perception-of-the- local-communities-in-mysore-towards-the-impacts-of-tourism- development/201104?camid=4v1a 185 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT 12 – TRAVEL INFORMATION AND COUNSELLING STRUCTURE 12.0 Learning Objectives 12.1 Introduction 12.2 Role of Communication in Tourism System 12.3 Mass Media Techniques in Modern Times 12.4 Computer- An Effective Tool 12.5 Sources of Information 12.6 Summary 12.7 Keywords 12.8 Learning Activity 12.9 Unit End Questions 12.10 References 12.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Explain Role of Communication in Tourism System  AnalyseMass Media Techniques in Modern Times Computer- An Effective Tool  Describe Sources of Information 12.1 INTRODUCTION Travel agents and tour operators play a major role in boosting tourism growth across the globe. They are today accepted as crucial component of travel and tourism industry. They contribute to revenue generation through travel trade operations by bringing together clients and suppliers. According to an estimate,they account for 70% of domestic and 90% of international tourist’s trafficglobally. In this chapter we will discuss the major functions of travel agencies and touroperators such as marketing and publicity, booking of tickets, itinerary preparation,designing of tour packages, processing of travel documents, travel insurance,Marketing and publicity of tourism products in general and tour packages and other services in specific is one of the major functions of travel agencies and tour operators. They involve in promoting and marketing all types of travel services such as tour packages, hotel 186 CU IDOL SELF LEARNING MATERIAL (SLM)

services, air services, car rental services, travel insurance etc. They use both print and electronic-media for marketing andpublicity of their products. It is important to note that they play a vital role in marketing and publicity of destinations, attractions and other components of destinations. While playinghard in marketing their products, they also play the role of ambassadors of destination image and brand building. Marketing and publicity can bring rather unknown destinations on the tourist map. Now-a- days popular tourist spots are being overcrowded. So, people are moving to unexplored areas. This trendcan provide employment opportunities to the people in rural and remote areas. Travel agencies and tour operators should be truthful in marketing and publicity travel research, conducting tours etc.Human resource is the backbone of any organisation, and it plays a greater role when it comes to the service industry. There is a need for skilled labourtohandle visitors/clients. It is only possible with a pool of trained professionals. Hence, it is listed as one of major functions of travel agencies and tour operators for organisational growth and quality enhancement. Employees are trained in industry suitability skills, handling guests, crisis management, soft skills, salesand marketing and updating of operational skills with change in technology. This will help developing the capabilities of its human resource specifically and business of the organisation in general. 12.2 ROLE OF COMMUNICATION IN TOURISM SYSTEM Communication is about giving and receiving messages. It is something we do every day, so how we communicate is very important. In this module, you will learn what communication is. You will also learn about barriers that can get in the way of good communication. Communicating with a tourist is different from talking with someone local. This is because the tourist has been travelling from one place to another and has many different expectations. They may not know anything about your country and might not know the proper things to say or do. In this module, you will learn what is special about talking to tourists and learn ways to begin to talk to a tourist. Without proper communication the data in the tourism system cannot be maintained. It is the information specific of people and their choices which help in marketing practices and promotions. Moreover, if there is a lack of communication system in Tourism the client servicing won’t be up to par and there will be lot of miscommunication of information. To avoid that a proper communication system is need in the tourism industry. 12.3 MASS MEDIA TECHNIQUES IN MODERN TIMES Media communication technologies are imperative for frontline investments for sustainable globalised tourism development indicators. The powerful effects of media communications 187 CU IDOL SELF LEARNING MATERIAL (SLM)

can bring sweeping changes of attitudes and behaviour among the key actors in local, national, and global tourism for peace, security, and sustainable development. The social, cultural, economic, political, and environmental benefits of tourism would usher in monumental and historic changes in the country. Development in communication is one of the best ways to go in developing eco-tourism. This strategy involves the planned communication component of programmes designed to change the attitudes and behaviour of specific groups of people in specific ways through person-to-person communication, mass media, traditional media, or community communication. It aims at the delivery of services and the interface between service deliverers and beneficiaries where people are empowered to by informed choice, education, motivation, and facilitation effecting the expected changes. This can be done by media advocacy targeting all key stakeholders involved in the tourism industry. Effective use of communication techniques can break barriers and promote better uses of participatory message design, which combines both traditional and modern media. The internet granted the freedom enjoyed by print media and common carriers such as letters, mails, and cable to the public media. Through audio streaming, it is possible to enhance the reach of radio signals to any part of the world. The vast capacity of internet enables each media house to exhaustively investigate and publish depth analyses. Internet radio is not limited to audio as pictures, images, digital files and graphics are accessible to the users. Advertisers and their audiences can easily interact via the internet broadcasts. Case Study Role of Media in the Promotion of Tourism Industry in India Abstract The role that the media are playing in the various aspects of life is becoming increasingly greater day by day, especially in spheres like social interaction, and cultural and educational aspects of our life. As archaeological monuments can articulate the traditions, customs and heritage of the past, the media can in its turn clarify today's values and civilizations of the different countries and hence attempt to correct any widespread erroneous information. Both the media and archaeological monuments have messages and missions with various dimensions. The media contribute greatly to activating tourist attractions. Media are playing an important role in the growth, development and promotion by creating a better awareness and understanding to cater to the needs and requirements of domestic and international tourist as one knows is every traveller is a ‘potential’ tourist, It depends upon the campaign of professionalsof the industry to tap this potential and convert the ‘potential’ into the ’actual’ clients . In this world of constant technological evolution, consumers especially tourists are changing their behaviour patterns looking for more “tourist-friendly” sources of information. Thus, this paper focuses on the impact of media in promoting Indian tourism industry worldwide. 188 CU IDOL SELF LEARNING MATERIAL (SLM)

Introduction Media communication technologies are imperative for frontline investments for sustainable globalised tourism development indicators. The powerful effects of media communications can bring sweeping changes of attitudes and behaviour among the key actors in local, national, and global tourism for peace, security, and sustainable development. The social, cultural, economic, political, and environmental benefits of tourism would usher in monumental and historic changes in the country. Development in communication is one of the best ways to go in developing eco-tourism. This strategy involves the planned communication component of programmes designed to change the attitudes and behaviour of specific groups of people in specific ways through person-to- person communication, mass media, traditional media, or community communication. It aims at the delivery of services and the interface between service deliverers and beneficiaries where people are empowered to by informed choice, education, motivation, and facilitation effecting the expected changes. This can be done by media advocacy targeting all key stakeholders involved in the tourism industry. Effective use of communication techniques can break barriers and promote better uses of participatory message design, which combines both traditional and modern media. The internet granted the freedom enjoyed by print media and common carriers such as letters, mails, and cable to the public media. Through audio streaming, it is possible to enhance the reach of radio signals to any part of the world. The vast capacity of internet enables each media house to exhaustively investigate and publish depth analyses. Internet radio is not limited to audio as pictures, images, digital files and graphics are accessible to the users. Advertisers and their audiences can easily interact via the internet broadcasts. Need for the Study International and domestic tourism industry contributes more to India's GDP. India attracted 6.85 million international tourist arrivals and $18.4 billion in foreign exchange earnings from tourism receipts in 2013. Tourism to India has seen a steady growth, year on year, from 4.45 million arrivals in 2006 to nearly 7 million arrivals in 2013. In this competitive world media plays a vital role in all industry. The Indian tourism Industry has flourished like never before in the recent years. An extraordinary growth that the Indian tourism industry has witnessed is a result of the improvement GDP of the country. Objectives of the Study The following are the major objectives of the paper 1. To study about the negative social impact of tourism 2. To understand the local cultural, social and environmental issues Review of Literature 189 CU IDOL SELF LEARNING MATERIAL (SLM)

The term social media is generally understood as Internet-based applications that contain consumer-generated content and facilitate a higher level of social interaction among travellers. From customer’s viewpoint, the value of using social media lies in its richness on personal experiences and trustworthiness as electronic word-of-mouth. The impact of user-generated content by social media on a traveller’s decision-making is well recognised in various market research reports. A number of prior studies have also examined the effect of social media on travellers’ information search behaviour suggested that travel reviews on social media sites help add fun to the planning process and increase confidence for travellers’ decision by reducing risk. Different Types of Media i. Media include Communication channels through which news, entertainment education; data or promotional messages are disseminated. ii. Media include every broadcasting medium such as newspapers, magazines, TV, radio, billboards, direct mail, telephone, fax, and internet. iii. The growing popularity of the internet and social sites such as Face book and Twitter, social media is now an important channel that allows messages to be spread to the public. Relationship between Media and Tourism Both media and tourism belong to the Service industry. Both of them work together hand in glove. Media contribute to 80% of tourism revenue and tourism contributes to 25% of media's revenue. The role of tourism in media industry such as journalism is ever growing. In most of the universities offering journalism as a course students have to do compulsorily project on tourism and its allied areas for their respective degrees. The media have a crucial role to play in putting emerging destinations. The relationship between tourism and media is vital and complex. Tourism is highly dependent on media reporting because people who have never seen the destination first hand for themselves make the vast majority of travel decisions. When there is bad news or a crisis the impact on tourism can be devastating. Tourists are scared away from destinations caught in the glare of round-the-clock disaster coverage, causing communities dependent on tourism to lose their source of livelihood. Role of Media in Indian Tourism In a country like India the travel journalists, media experts on travel, leading attractive, popular and branded newspapers mainly published from Indian Metro cities, and electronics media are always highlighting the clients about the places of tourist interest, tourism, tourist, season , image, scope of shopping, resources, hospitalities, peoples, culture and heritage to cater to the needs of prospective and actual tourists. 190 CU IDOL SELF LEARNING MATERIAL (SLM)

One of the prestigious newspapers of India, Economic Times, published from Chennai, brought out a report on 28-03-2002 regarding the promotion of Indian tourism in Australia, ‘Sir Edmund Hillary, who along with Tensing Norgay first conquered the Mount Everest, has volunteered to promote Indian tourism in the Australia region by doing a television commercial free of cost. The first of three such 30-second commercials hit the Australia small screens on 24th March and was aired during one of the highest rated channels nine current affairs programmes’. The Business Line, from Bangalore, publishes another report. Nina Varghese writes it on 17- 04-2002 regarding the Australian Tourism promotion in the Indian market to attract the Indian clients. It is about the tourism resources of Australia and is titled ‘Australia lures Indian travellers’; The Australian tourism industry is hoping to grow its numbers. An increasing interest at the Indian outbound travel market estimated 45000 Indians in various categories visiting Australia during last year. The ATC is targeting mainly family groups and DINKS followed by the honeymoon couples and businesspersons. The primary market that the ATC is targeting is Mumbai and Delhi, followed by Chennai, Kolkata, and Bangalore.” Tourism earns revenue through foreign exchange. This foreign exchange is necessary for the government for reducing its deficit and media are responsible for creating awareness about tourist destinations available in India to the overseas travellers. Media industry works with hotels, travel agencies, tour operators, airlines, and the various government agencies to bring revenue to the country by promoting tourism. Without the assistance of media and its support many places would have remained unexplored as the awareness about the place is minimal to the foreigners. For e.g.: Chennai has the second longest coastline in the world. This information would not be available to outside world without the support and patronage of media. Even social networking sites like face book and twitter are also promoting tourism. The Tirunelveli Halwa became popular only after media started promoting it and it caught the people’s attention towards the mouth-watering and Irrutu Kadai Halwa became an instant success. The fish curry of Malabar and Goan fish curries, which are popular in the European countries, attribute their success to the vigorous campaign by the media and hospitality sectors of India. Print, visual, and electronics media are trying to project the Indian tourism resources and products in different process. According to the Indian Express, published on 04-01-2002, in Bangalore the Tourism Department plans to make India a cultural destination, “The Union Ministry is working on a special package-linking the cultural heritage of the country with tourism, to make India a cultural tourism spot. The new packages aim at good accommodation and infrastructure for tourists. Some of them, like the Vivekananda Circuit, will cover places like Kolkata, Kanyakumari, and Rajasthan- where Swami Vivekananda travelled in his life, the Buddha circuit- that would go through Sarnath, Gaya and other places where Buddha travelled. These circuits will attract tourists from the eastern countries like 191 CU IDOL SELF LEARNING MATERIAL (SLM)

Japan, Korea and Thailand, who were neglected so far”. Communication affects tourists directly and indirectly. Now a day’s almost all the leading newspapers regularly feature tourism news in their daily publications. Sometimes a few organizations are sending their journalists to make a coverage on Indian and foreign destinations. Every year before a long vacation like Pooja vacation in West Bengal, Summer Vacation in northern India and southern India number of magazines likeregularly feature different excellent and magnificent articles to attract one segment of tourist community to participate in long trip and short trip either in India or in abroad. Impact of Media in Promoting Tourism Industry Over the years media have contributed towards shaping tourism into a responsible industry by promoting the following good practices. i. It protects the environment and minimizes the negative social impact of tourism. It generates greater economic benefits for local people and enhances the well-being of ii. Host communities. It makes positive contributions to the conservation of natural and cultural heritage and promotes the world’s diversity. iii. It provides experiences that are more enjoyable for tourists through more meaningful connections with local people. It helps to understand the local cultural, social, and environmental issues. Conclusion Different types of attractive presentation are influencing Indian tourist travellers and excursionists by specialized television channels, articles by renowned journalists, and fantastic coverage by travel magazines. Gradually all these media are creating a positive image and a picture of tourism in the attitudes, minds, perception, psychology, behaviour or and in the final selection of the site. As the verdict goes, media have a social responsibility to enhance the blending of local, national, and international cultural values for enriched politics, society, and economy. Public communications strategy based on access to quality information and knowledge will drive the new global tourism through partnership initiatives such as peace and security, conflict resolutions for eco-tourism, quality tourism, Joint ventures, technology transfer, and the like. 12.4 COMPUTERS- AN EFFECTIVE TOOL Computers play an important role in many different industries - and tourism is no exception. With the rise of the internet, everything from tourist board advertising through to holiday transport is reliant on computers. How are computers used in tourism? If you just take a second to think about the average tourist experience, computers are involved in every part of the process. Computers help in 192 CU IDOL SELF LEARNING MATERIAL (SLM)

storage of bookings and information related to different clients. The access of information is improved because of computers and maintaining of information has also become easier. Even clients use computers for booking purpose and for research of information related to perticular products. Travel agencies also stores package details and financial information in the computer softwares for sorting and accessing the information easily. Thereby computer is an important component of the industry. 12.5 SOURCES OF INFORMATION These sources, in fact, act as tools which facilitate image formation. Such communication media include brochures, guidebooks, local tourist offices, travel guides, travel agents, magazines, newspapers, friends and relatives, and personal experiences. Six different information sources namely, word-of-mouth, tourism department publications like travel brochure, PR effort in print and electronic media, professional sources (like tour operators, etc.) and cognitive wisdom of the tourists are examined. The influences of these information sources are tested for a few segments of tourists based on certain common segmentation variables like origin, age, benefits sought and exposure of the travelers. It is observed that cognitive wisdom (of the tourists), the often-neglected source of information, plays the most prominent role in shaping the image about a destination. On the other hand, it is seen that one of the most debated communication media in services marketing–the referral affects image formation process the least. The influences of almost all the information sources across various segments are found to be significantly different. It is concluded that the influence of the tourism department publications is highly correlated with the other information sources (except for word-of-mouth). 12.6 SUMMARY  Travel agents and tour operators play a major role in boosting tourism growth across the globe. They are today accepted as crucial component of travel andtourism industry.  They contribute to revenue generation through travel tradeoperations by bringing together clients and suppliers. According to an estimate,  They account for 70% of domestic and 90% of international tourist’s trafficglobally.  In this chapter we will discuss the major functions of travel agencies and touroperators such as marketing and publicity, booking of tickets, itinerary preparation,designing of tour packages, processing of travel documents, travel insurance, 193 CU IDOL SELF LEARNING MATERIAL (SLM)

 Marketing and publicity of tourism products in general and tour packages andother services in specific are one of the major functions of travel agencies andtour operators. They involve in promoting and marketing all types of travelservices such as tour packages, hotel services, air services, car rental services,travel insurance etc. They use both print and electronic-media for marketing and publicity of their products.  It is important to note that they play a vital role in marketing and publicity ofdestinations, attractions and other components of destinations. While playinghard in marketing their products, they also play the role of ambassadors ofdestination image and brand building.  Marketing and publicity can bring ratherunknown destinations on the tourist map. Now-a-days popular tourist spots arebeing overcrowded. So, people are moving to unexplored areas. This trendcan provide employment opportunities to the people in rural and remote areas.  Travel agencies and tour operators should be truthful in marketing and publicity travel research, conducting tours etc.  Human resource is the backbone of any organisation, and it plays a greater rolewhen it comes to the service industry. There is a need for skilled labour tohandle visitors/clients. It is only possible with a pool of trained professionals.Hence, it is listed as one of major functions of travel agencies and tour operatorsfor organisational growth and quality enhancement.  Employees are trained in industry suitability skills, handling guests, crisis management, soft skills, salesand marketing and updating of operational skills with change in technology. Thiswill help developing the capabilities of its human resource specifically andbusiness of the organisation in general. 12.7KEYWORDS  Agent: one who acts or has the power to act as the representative of another. Most frequently in travel anyone other than a principal, such as a retail travel agent, receiving agent, ticket agent, local operator, or wholesaler.  Air Coupon: One flight coupon that allows passengers to fly internationally on several airlines.  Infrastructural Facilities: These include facilities like Airport, Roads, Drainage, and Buildings etc. at a destination.  Promotion: All activities such as advertising, publicity, personal selling, and public relations, which are carried out to enhance sales. 194 CU IDOL SELF LEARNING MATERIAL (SLM)

 Travel Agent: An individual or a firm who is authorized by the airlines, hotels, etc. to enhance the sale of all travel related services.  Tour Operator: A company or a firm, which designs tour packages and makes them available to customers through travel agents. 12.8LEARNING ACTIVITY 1. Talk to your friends or people of the community and ask them what they expect the tourists might want to do and what they should and should not do. Write down what you find out in the space below. Discuss these expectations with your tutor next time you meet. ___________________________________________________________________________ ___________________________________________________________________________ 2. Why good communication on the telephone isimportant ___________________________________________________________________________ ___________________________________________________________________________ 12.9 UNIT END QUESTIONS A Descriptive Questions Short Questions 1. Expand FIT and GIT 2. Why are FAM tours conducted? 3. List some of the private and public tourism/travel organizations in India. 4. Expand UNWTO 5. What is the need for travel insurance? Long Questions 1. List all major functions of a travel agency and a tour operator. 2. How are itinerary preparation, designing of packages tours, and costingimportant for the tour related organisations? 3. What type of travel information is shared with the clients? 4. List out travel documents that travel companies involve in preparation andprocessing. 5. Why are research, training, and development considering a serious function of travel companies? 195 CU IDOL SELF LEARNING MATERIAL (SLM)

6. Why should there be an increased focus on Corporate Social Responsibility? 7. How can a travel agency fulfil its Social Responsibility? B Multiple Choice Questions 1. Which company pioneered the cruise industry? a. Peninsular Steam navigation co. b. Cunard c. Carnival cruise lines d. White star 2. When are Families is often more comfortable staying in? a. Spas b. Learning centres c. Apartments d. Farm house\\ 3. What are Guesthouse are known as? a. Home – away – from – home b. Ryokans c. Bed and break fasts d. Hostels 4. Which type of accommodation provides an affordable and valuable experience for families with children? a. Ryokan b. Spas c. Ranches d. Resorts 5. Where are Cottages and villas mostly found? a. America b. Europe c. England d. Paris 196 CU IDOL SELF LEARNING MATERIAL (SLM)

6. What did the Home – away – from – home concept represent? a. Farm houses b. Extended stay facilities c. Guest house d. None of these Answers 1. a 2.c 3.c 4.c 5.b 6.c 12.10REFERENCES References  Angelo A. & Francesca Di Virgilioand Isabel C. [Camillo]. (2017). The Impact of Social Network on Italian Users': Behavioural Intention for the Choice of a Medical Tourist Destination  Mahir Nakip&Aytaç Gökmen. (2018). The Importance of the Destination Choices of Tourists: The Case of Kazakh Tourists Visiting Turkey. International Journal of Tourism and Hospitality Management in the Digital Age.  Nicholas A. Ramchurjee & Charles V. Ramchurjee. (2018).an Evaluation of the Attitudes and Perception of the Local Communities in Mysore: Towards theImpacts of Tourism Development: International. Journal of Tourism and Hospitality Management in the Digital Age Textbooks  Chand Mohinder. (2006). Travel Agency Management: An Introductory Text. New Delhi: Anmol Publications Pvt. Ltd.  Sinha P.C. (n.d). Tourism:Transport and Travel Management. New Delhi: Anmol Publication Pvt. Ltd.  Mohinder Chand Dhiman.& Ravi Bhushan Kumar. (2006). Building Foundations for Understanding the International Travel Agency and Tour Operation. New Delhi: Anmol Publication Pvt. Ltd. Websites  http://www.hindu.com/thehindu/2001/08/02/stories/0602000n.htm  .http://www.ttsvisas.com/visas.aspx?page=FAQ.  www.igi-global.com/article/an-evaluation-of-the-attitudes-and-perception-of-the- local- 197 CU IDOL SELF LEARNING MATERIAL (SLM)

 communities-in-mysore-towards-the-impacts-of-tourism- development/201104?camid=4v1a 198 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT 13 – DOCUMENTATION AND TICKETING STRUCTURE 13.0 Learning Objectives 13.1 Introduction 13.2 An Overview of Ticketing 13.3 The Process of Ticketing 13.4 Summary 13.5 Keywords 13.6 Learning Activity 13.7 Unit End Questions 13.8 References 13.0 LEARNING OBJECTIVES After studying this unit, you will be able to:  Explain an overview of ticketing  Analyse the process of ticketing  Illustrate ticketing 13.1 INTRODUCTION Electronic Support Ticket Management System is an issue tracking system for monitoring the support tickets on the web portal. Electronic Support Tickets are used for an organization or an educational institution to create, to update, to track, to troubleshoot and to fix the technical problems that customers or clients have experienced. Electronic support Ticket is a PHP or ASP based electronic support ticket system that can receive tickets electronically on the network on a web portal through the e-mails or as a web form. Electronic Ticket Support System appearance or user interface can be skinned to update the look and feel of the electronic ticket support system portal. Electronic support ticket system that integrates seamlessly with queries or inquiries created through the electronic mail and web-forms etc. The service is easy to use, and electronic support ticket system has the multi- user web interface on inter-network. With the ticket, support system administrators can manage, archive, and organize the support requests in the form of tickets posted via web-form on the website. Customer support to the project management tasks. By creating a trouble ticket, it is now as easy as like submitting a web-based form. The electronic ticket system will 199 CU IDOL SELF LEARNING MATERIAL (SLM)

care about assigning the unique number by auto generating the unique numbers or code to each service request and it will save in to the database. Ticket system is truly scalable solution for any organization. It runs on powerful databases servers like MySQL or Microsoft SQL Server engine. It is a software suite or a package for website that enables the customer support by assigning the agents to receive, request, process and respond to service requests on the website. By creating the powerful ticket management system or platform that allows you to centralize your entirecustomer or client's conversations. One can quickly and easily increase the productivity by automating the rules of business via automations, triggers and by creating the predetermined responses, also known as macros in terms of the frequently asked questions on a web site. Clients will appreciate for having a single point of contact to get the help from the support system for their issues on the portal. It also enables the conversations via web, email, social networking, online chat, forums, knowledge bases etc. Electronic ticket support system is ready to use as you create an account in the support system portal. 13.2 AN OVERVIEW OF TICKETING A ticketing system is a customer service tool that helps companies manages their service and support cases. The system or app creates a \"ticket\" which documents customer requests and interactions over time, making it easier for customer service reps to resolve complicated issues. Benefits of Adopting a Ticketing System The more customers that you have interacting with your business will lead to a higher volume of customer support and service cases. Unless you hire more customer service reps to match the rising demand, this uptick puts more pressure on your team to multi-task and resolve problems simultaneously. Adding a ticketing system to your help desk is a great way to overcome this roadblock as it provides scalable solutions for your customer service reps. Below are some of the main reasons why growing companies should consider adopting a ticketing system for their customer service and support teams. Organization The most obvious benefit that a ticketing system offers is its ability to organize and catalogue a high volume of support cases for an entire customer service department. Reps can easily manage multiple cases at once because each ticket is labelled and can be prioritized by its urgency. This comes in handy when dealing with critical situations where customers are filing large amounts of support and service tickets regarding a specific issue. A ticketing system helps you identify and segment these cases so that a designated task force can quickly address them in bulk. Another benefit of the ticketing system is the centralization of information. The tickets are all stored into one software that can be searched and referenced for future cases. Not only does 200 CU IDOL SELF LEARNING MATERIAL (SLM)