Unit 8: The airport experience 

✈️ Learning Aim A: Understand Inbound and Outbound Passenger Handling

🔹 A1 – Types of Passengers

• Leisure: Individuals, families, groups, VFR (Visiting Friends & Relatives), minors, passengers needing assistance.
  
  

• Business: Usually travelling for work, may require fast-track services.
  
  

• Priority passengers: First/business class with extra services.
  
  

• Assistance passengers: May need wheelchairs or extra support.
  
  

🔹 A2 – Outbound (Before the Flight) – Landside

• Getting to the airport: Parking, drop-offs, shuttles, public transport.
  
  

• Passenger information: Screens, signs, mobile apps, info desks.
  
  

• Check-in: Online, bag drop, desks, kiosks. Luggage rules apply (size/weight).
  
  

• Passenger service agents: Help with check-in, follow legal rules (e.g. CAA).
  
  

• Security: Spotting issues (e.g. suspicious luggage), passport/visa checks.
  
  

🔹 A3 – Outbound – Airside

• Security: Boarding pass scans, bag scans, personal checks.
  
  

• Facilities: Lounges, Wi-Fi, food, shops, currency exchange, medical rooms, prayer spaces.
  
  

• Boarding: Gate announcements, air-bridge or shuttle buses to plane.
  
  

• Customer service: Helps at the gate, ensures safety and legal compliance.
  
  

🔹 A4 – Inbound – Airside

• Disembarking: Via air-bridge, stairs, or buses.
  
  

• Arrival info: Signs, apps, help desks for transit/transfer passengers.
  
  

• Border control: Immigration checks (passports/visas), customs screening.
  
  

• Security issues: Illegal passengers, health checks (e.g. WHO guidelines, vaccination rules).
  
  

🔹 A5 – Inbound – Landside

• Arrivals: Meet & greet areas, onward transport (public links, car hire, hotel shuttles).
  
  

• Info services: Tourist desks, travel info points.

🧳 Learning Aim B: Carry Out Passenger Handling Tasks

🔹 B1 – Check-in Communication and Process

• Communication:
  
  

  • Ask for flight details and baggage info
    
    

  • Explain rules (visa, luggage, times)
    
    

  • Handle problems (e.g. late, no passport, overweight bags)
    
    

• Processes:
  
  

  • Check passports and visas
    
    

  • Print boarding passes and tag luggage
    
    

  • Be alert for security risks
    
    

🔹 B2 – Gate Communication and Process

• Gate duties:
  
  

  • Open gate, make announcements
    
    

  • Assist priority boarding and special needs passengers
    
    

  • Match boarding passes with passports
    
    

  • Manage late or difficult passengers (e.g. intoxicated, too much hand luggage)

🛂 Learning Aim C: Passenger Flow and Dealing with Disruption

🔹 C1 – Congestion Hotspots

• Landside outbound: Check-in areas, boarding pass checks.
  
  

• Airside outbound: Security queues, busy lounges, gate areas.
  
  

• Airside inbound: Immigration and baggage claim.
  
  

🔹 C2 – Major Disruptions and Impacts

• Causes: Weather, tech failures, machinery breakdown, security threats, terrorism.
  
  

• Effects:
  
  

  • Flight delays/cancellations
    
    

  • Passengers stranded or needing accommodation
    
    

  • Missed connections, stress, complaints
    
    

🔹 C3 – Solutions to Keep Things Moving

• Minor issues:
  
  

  • Open extra check-in desks or security lanes
    
    

  • Use automated machines
    
    

  • Add more staff or security
    
    

• Major issues:
  
  

  • Hold passengers in lounges
    
    

  • Move passengers to gates early
    
    

  • Give food/drink vouchers, update via announcements
    
    

  • Overnight support for stranded passengers
    
    

• After the event: Analyse what happened and improve procedures

Unit 9: Visitor attractions 

🎢 Learning Aim A: Understand the Nature, Role and Appeal of Visitor Attractions

🔹 A1 – Types of Attractions

• Built: Theme parks, museums, galleries, heritage sites, stadiums, casinos.
  
  

• Natural: National parks, rivers, beaches, lakes, forests, wildlife areas.
  
  

• Events: Festivals (e.g. Chinese New Year), sports (e.g. Grand Prix), trade fairs, markets.
  
  

🔹 A2 – Scale, Scope & Appeal

• Scale:
  
  

  • International: e.g. Disney® World
    
    

  • National: e.g. Taj Mahal
    
    

  • Local/Regional: Smaller attractions
    
    

  • Ownership: Public, private, or voluntary
    
    

  • Economic role: Boosts local and national economy (multiplier effect)
    
    

• Scope:
  
  

  • Development: New rides, buildings, or improvements
    
    

  • Diversification: Adding new events or exhibitions
    
    

  • Regeneration: Turning old sites into attractions
    
    

• Appeal:
  
  

  • Accessibility, opening times, transport, prices, image, popularity, special events
    
    

🔹 A3 – Funding for Attractions

• External: Grants from governments, trusts (e.g. UNESCO), private investors.
  
  

• Self-funded: Rely on income from tickets and extras (gift shops, food, etc.).
  
  

🔹 A4 – Extra Revenue Strategies

• New income ideas like:
  
  

  • Special events or exhibitions
    
    

  • Accommodation (e.g. lodges or hotels)
    
    

  • Merchandise (e.g. branded goods)
    
    

  • Venue hire for weddings or parties

👨‍👩‍👧‍👦 Learning Aim B: How Attractions Meet Visitor Expectations

🔹 B1 – Types of Visitors & Their Needs

• Visitor types:
  
  

  • Individuals, families, school groups, international visitors, people with disabilities
    
    

• Expectations:
  
  

  • Accessibility, safety, value for money, entertainment, and education
    
    

🔹 B2 – Products and Services

• Main attractions: Rides, exhibitions, wildlife, historic sites
  
  

• Support services: Toilets, maps, first aid, crèches, parking, signage, staff help
  
  

• Primary spend: Admission, exhibition tickets
  
  

• Secondary spend: Gift shops, food, upgrades, annual passes, guided tours
  
  

🔹 B3 – Meeting and Exceeding Expectations

• Improve facilities and access
  
  

• Add new events or features (e.g. new rides)
  
  

• Offer discounts, free Wi-Fi, group deals
  
  

• Create a positive brand image and good marketing
  
  

🔹 B4 – Use of Technology

• For operations: Online booking, fast-track systems, digital ticketing
  
  

• For visitors:
  
  

  • Virtual tours, audio guides, apps, special effects (e.g. animatronics)
    
    

• Benefits:
  
  

  • Faster access, lower costs, better visitor experiences, improved reputation

📊 Learning Aim C: Competition and Measuring Success

🔹 C1 – Competing Effectively

• Use market research (feedback, surveys, trends) to understand customers
  
  

• Plan and market well: personalised promotions and events
  
  

• Provide memorable experiences to build loyalty and encourage return visits
  
  

🔹 C2 – Measuring Success and Appeal

• Success indicators:
  
  

  • Number of visitors, length of stay, spending habits, repeat visits
    
    

  • Employment created, local development and regeneration
    
    

  • Positive online reviews and feedback
    
    

• Data collection and analysis:
  
  

  • Use graphs, charts, surveys, electronic counters
    
    

  • Helps with investment, marketing, and service improvements

Unit 14: The cruise industry 

🚢 Learning Aim A: Development of the Cruise Industry and Jobs

🔹 A1 – History and Growth

• Since the 1970s: Cruises grew from luxury-only to mass-market holidays.
  
  
  

• Growth driven by:
  
  
  

• Social trends (e.g. more paid holidays, changing lifestyles)
  
  
  

• Expanding cruise regions and new customer demand
  
  
  

• Bigger, more efficient ships and company mergers
  
  
  

• Environmental concerns and fuel efficiency
  
  
  

• Current scale: Billions in revenue, growing passenger numbers, seasonal peaks
  
  
  

• 🔹 A2 – Modern Cruise Industry Features

• Big names: Royal Caribbean, MSC, Carnival, plus new/merged companies
  
  
  

• Connected to travel sectors (e.g. flights, web-based cruise agents)
  
  
  

• Appeals to different markets:
  
  
  

• Families, solo travelers, seniors, couples, special interest groups
  
  
  

• Regulated by:
  
  
  

• IMO (International Maritime Organisation), CLIA, ICCL
  
  
  

• Marketing: Social media, websites, online booking platforms
  
  
  

• Ships vary in size, facilities, design, and luxury level
  
  
  

• 🔹 A3 – Cruise Industry Jobs

• On-board roles: Entertainers, chefs, stewards, officers, beauty staff
  
  
  

• On-shore roles: Check-in staff, excursion guides, port agents
  
  
  

• Working on-board:
  
  
  

• Shift work, shared cabins, travel opportunities, unique lifestyle
  
  
  

• Entry requirements:
  
  
  

• Skills, experience, languages, hospitality/tourism qualifications

• 🗺️ Learning Aim B: Cruise Itineraries, Products and Experiences

• 🔹 B1 – Cruise Itineraries

• Types: Fly cruises, world cruises, mini, luxury, river, themed cruises
  
  
  

• Regions: Caribbean, Mediterranean, Scandinavia, Alaska, Asia, Nile, UK, etc.
  
  
  

• Features include:
  
  
  

• Days at sea, shore visits, embarkation points, themed experiences
  
  
  

• Ratios (Passenger: Crew & Passenger: Space), onboard entertainment
  
  
  

• Tailored for different customers based on location, interest, and travel style
  
  
  

• 🔹 B2 – On-board Products & Facilities

• Facilities: Restaurants, spas, shops, shows, kids' areas, gyms, Wi-Fi
  
  
  

• Accommodation: Budget cabins to luxury suites with balconies
  
  
  

• Innovations: Virtual balconies, water parks, RFID tech
  
  
  

• Shore excursions: Book onboard, online, or at port (e.g. bus tours)
  
  
  

• Services adapted to suit families, couples, elderly, or themed interests
  
  
  

• 🔹 B3 – The Customer Cruise Experience

• Booking: Easy website use, instalments, travel agent help
  
  
  

• Needs on-board:
  
  
  

• Food, entertainment, accessibility, adult/child-specific areas
  
  
  

• Interests: Fitness, hobbies, dancing, themed cruises
  
  
  

• Social side: Dress codes, tipping, cost, style (formal vs. freestyle)
  
  
  

• After the cruise: Feedback, complaints, satisfaction surveys
  
  
  

• Positive experience = repeat business; negative = complaints/refunds/bad reviews

• 🌍 Learning Aim C: Cruise Industry Impacts

• 🔹 C1 – Impacts from the Ship Itself

• Economic:
  
  
  

• Jobs, spending by passengers and crew, purchasing supplies (fuel, food)
  
  
  

• Social:
  
  
  

• Equal access, safety onboard, illness outbreaks, insurance needs, working conditions
  
  
  

• Environmental:
  
  
  

• Pollution (air, sea), high fuel use, waste, large carbon footprint
  
  
  

• 🔹 C2 – Impacts on Destinations (Ports)

• Economic:
  
  
  

• Passenger spending, job creation, new tourism markets, infrastructure upgrades
  
  
  

• Social:
  
  
  

• Pressure on local life and traditions, demand for trained local staff
  
  
  

• Impact of online reviews on local reputation
  
  
  

• Environmental:
  
  
  

• Overcrowding, multiple ships docked at once, pollution
  
  
  

• • Seasonal tourism challenges, need for greener port operations (e.g. shore power)