First - Vectora Ltd Standard 95 Blk L2-Product with no spine: L3-Product with no spine: First - Vectora Ltd Standard 95 Blk L2-Product with spine: TRAVEL & L3-Product with spine: TOURISM LEVEL 2 Steve Ingle | Malcolm Jefferies | Andy Kerr Christine King | Tom Rock | Carol Spencer Series editor: Vicki Woodhead A01_BTTR_SB_BF_7494_PREL.indd 1 28/4/10 14:14:03 Published by Pearson Education Limited, a company incorporated in England and Wales, having its registered office at Edinburgh Gate, Harlow, Essex, CM20 2JE. Registered company number: 872828 www.pearsonschoolsandfecolleges.co.uk Edexcel is a registered trademark of Edexcel Limited Text © Steve Ingle, Malcolm Jefferies, Andy Kerr, Christine King, Carol Spencer and Tom Rock First published 2010 13 12 11 10 0 9 8 7 6 5 4 3 2 1 British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library. ISBN 978 1 846 90749 4 Copyright notice All rights reserved. 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When you access the site, search for either the express code 7494V, title BTEC Level 2 First Travel and Tourism Student Book or ISBN 9781846907494. Disclaimer This material has been published on behalf of Edexcel and offers high-quality support for the delivery of Edexcel qualifications. This does not mean that the material is essential to achieve any Edexcel qualification, nor does it mean that it is the only suitable material available to support any Edexcel qualification. Edexcel material will not be used verbatim in setting any Edexcel examination or assessment. Any resource lists produced by Edexcel shall include this and other appropriate resources. Copies of official specifications for all Edexcel qualifications may be found on the Edexcel website: www.edexcel.com A01_BTTR_SB_BF_7494_PREL.indd 2 28/4/10 14:14:03 Contents About your BTEC Level 2 First Travel and Tourism vi Unit Credit value Title Author Page 1 5 The UK travel and tourism sector Steve Ingle 1 2 5 Understanding customer service in travel and tourism Malcolm Jefferies 37 3 5 Understanding the nature and effects of world travel Carol Spencer 75 4 5 The development of the UK travel and tourism sector Tom Rock 107 5 5 Developing customer service skills in travel and tourism Malcolm Jefferies 145 6 5 UK tourism destinations Christine King 183 7 5 European holiday destinations Christine King 211 8 5 Worldwide holiday destinations Carol Spencer 235 9 5 Holiday planning Steve Ingle 255 10 10 Exploring marketing in travel and tourism Andy Kerr 287 11 5 Preparing for employment in travel and tourism Andy Kerr 319 12 5 Developing employability skills for travel and tourism Andy Kerr 339 13 5 Organising a travel and tourism study visit Steve Ingle 361 Glossary 381 Index 385 iii A01_BTTR_SB_BF_7494_PREL.indd 3 28/4/10 14:14:03 Acknowledgements Permissions We are grateful to the following for permission to reproduce copyright material: ALVA for material within the ALVA Case Study, reproduced with permission; Asperion Guest House for their slogan/ethos, reproduced with permission of Asperion Guest House www.asperion.co.uk; British Airways for details about Business Class Travel within the British Airways Case Study, reproduced with permission; English Heritage for data, the table ‘Number of visits, members and educational visits 2005-2008’, text from http://www.english-heritage.org.uk/server/show/ nav.8340, and the English Heritage logo, copyright © English Heritage 2010; First Great Western for ‘Your concerns – our commitments’ First Great Western complaints handling policy http://www.fi rstgreatwestern.co.uk/Documents/Custom/FGW_Complaints.pdf, reproduced with permission; Hoseasons Holidays Limited for a screenshot from ww.hoseasons.co.uk, by kind permission of Hoseasons Holidays; Helicon Publishing/RM Education Plc for data from the Hutchinson World Weather Guide copyright © RM, 2009. All rights reserved; Institute of Customer Service for their Customer Service Defi nition, granted by permission of the Institute of Customer Service www.instituteofcustomerservice.com; Key Publishing Ltd for details about Air Malta, from Airliner World. October 2009 copyright © Key Publishing Ltd; Merlin Entertainments Group for the Thorpe Park slogan and details within the Merlin Case Study reproduced with permission of Merlin Entertainments Group; National Express for details within the National Express Case Study and the ‘London to Glasgow, Aberdeen & Inverness’ National Express timetable, http://dundeebuses.info, reproduced with permission; National Rail for material in the Railcards Case Study, from National Rail Timetable, reproduced with permission; National Trust for details in the National Trust Case Study and material from the National Trust core purpose and company logo copyright © National Trust; Network Rail for Figure 9.2 ‘Date and time symbols, Catering symbols and station symbols’ from National Rail; and Figure 9.3 ‘National Rail Timetable for London and West Midlands to NorthWest England and Scotland’, www.networkrail.co.uk, reproduced by permission of Network Rail; News Wales for text from www.newswales.co.uk, reproduced with permission of News Wales; Oxford University Press for a defi nition from New Oxford Dictionary of English edited by Pearsall, J., copyright © Oxford University Press 1998; Offi ce for National Statistics for data from ‘Top fi ve inbound markets’ from International Passenger Survey, 2008; ‘Internet Access Households and Individuals’ Statistical Bulletin, August 2009, United Kingdom, ‘UK residents’ visits abroad by purpose’ from Travel Trends 2008, and National Statistics Classifi cations © Crown copyright 2009. Crown Copyright material is reproduced with permission of the controller of the HMSO; Ryanair for details within the Ryanair Case Study, reproduced with permission from Ryanair, Europes’ biggest Lowfair Airline; Saga Holidays for details about Saga Cruises within the Saga case study, reproduced with permission from Saga Group Ltd; Superbreak Mini-Holidays Ltd for details with the Superbreak Case Study, reproduced with permission; Thomas Cook UK Limited for their ‘Customer Service Commitment’ charter, August 2009, http://www.thomascookairlines. co.uk/customer_service_commitment.asp reproduced with permission; Surfers Against Sewage for details in the Surfers Against Sewage case study, reproduced with permission www.sas.org.uk; Tourism Concern for material in the Tourism Concern Case Study, reproduced with permission; TUI Travel plc for material within the Thomson Holidays Case Study reproduced with permission of TUI Group 2009; Virgin Atlantic Airways Ltd for their slogan ‘To grow a profi table airline where people love to fl y and people love to work’ and material from the ‘Dress and Grooming Guide’ from the Virgin Uniform Manual, copyright © Virgin Atlantic Airways Ltd; VisitBritain and TEAM The Consultancy for Tourism Destinations for Figure 1.1 ‘Purpose of trip UK Tourism 2006 (domestic and inbound)’ and ‘Purpose of trip UK outbound tourism 2006’ from UK State of Tourism - Final Report 2008. Team Tourism Consultancy for Visit Britain; and Table 1.2 Key tourism facts (2008), copyright © VisitBritain; and VisitEngland for details within National Quality Assessment Scheme Case Study, details from VisitEngland research and VisitEngland award logo’s, copyright © VisitEngland. Every effort has been made to contact copyright holders of material reproduced in this book. Any omissions will be rectifi ed in subsequent printings if notice is given to the publishers. iv A01_BTTR_SB_BF_7494_PREL.indd 4 28/4/10 14:14:03 Photo credits The author and publisher would like to thank the following individuals and organisations for permission to reproduce photographs: Unit 1 p.1 Charles Bowman/Robert Harding; p. 3 Photos.com; p. 5 Pearson Education Ltd; p. 11 Image Courtesy of Virgin Limobike ([email protected]); p. 20 Courtesy of Center Parcs; p. 22 Charles Bowman/Robert Harding; p. 24 Lance Bellers/Shutterstock; p. 35 Yuri Arcurs/ Shutterstock Unit 2 p. 37 shutterstock/iofoto; p. 39 Pearson Education Ltd. Studio 8. Clark Wiseman; p. 49 Carlo Seller/Shutterstock; p. 59 Yuri Arcurs/Shutterstock; p. 59 Art Directors & Trip/ Alamy; p. 60 Courtesy of Virgin Atlantic; p. 63 BAA Aviation Photo Library/Inpress/Steve Bates; p. 71 Shutterstock/Elena Elisseeva; p. 73 Yuri Arcurs/Shutterstock Unit 3 p. 75 Yuvis Studio/ Shutterstock Images; p. 77 Shutterstock/Yuri Arcurs; p. 82 Digital Vision; p. 84 Digital Vision; p. 87 Nikonaft/ Shutterstock Images; p. 89 Eric Isselee/Shutterstock Images; p. 93 Yuvis Studio/Shutterstock Images; p. 95 Robyn Beck/AFP/Getty Images; p. 105 Flashon Studio. Shutterstock Unit 4 p. 107 Lucy P/Alamy; p. 109 Pearson Education Ltd. Studio 8. Clark Wiseman; p. 119 Olga Besnard/ Shutterstock Images; p.