TOURISM
OPERATIONS AND
MANAGEMENT
681(75$52'$<$5&+$1$%,:$/9$1'$1$-26+,
Department of Tourism
Maharashtra State Institute of Hotel Management &
Catering Technology (MSIHMCT), Pune
© Oxford University Press
, Contents
Preface v Attractions 83
Telecommunications 86
1. Introduction to Travel and Essential Services 86
Tourism 1 Other Services 87
The Meaning of Tourism 3 5. Tourist Transport 91
The Tourism Industry 7
Significance of Tourism 9 Air Transport 92
The Tourism System 12 Air Transport in India 94
Five ‘A’s of Tourism 15 Security of Aircraft and
Passengers 99
2. History of Travel and Tourism 20 International Air Travel Classes 102
Road Transport 104
Developments in the History of
Tourism 21 Rail Transport 109
Tourism in India—Post Water Transport 117
Independence 34 Transport as an Attraction 123
Modern Tourism 35 6. Tourism Organizations 129
3. Types of Tourism 41 Need for Tourism Organizations 131
Purpose of Tourism 42 International Organizations 131
Travel Motivators 43 Government Organizations in
Leisure or Holiday Tourism 44 India 141
Visiting Friends and Relatives Private Sector Organizations in
(VFR) 46 India 151
Cultural Tourism 46 Non-government Organizations 157
Adventure Tourism 48 Other Important Tourism
Sports Tourism 50 Organizations 159
Religious Tourism 51
7. The Travel Agent and the
Business Tourism 54
Tour Operator 164
Health Tourism 57
Alternative Forms of Tourism 60 The Travel Agent 166
Types of Travel Agencies 168
4. Tourism Infrastructure 70 Functions of a Travel Agency 171
Definition 71 Setting Up a Travel Agency 176
Accommodation 74 Sources of Income for a
Food and Beverage 82 Travel Agency 177
© Oxford University Press
, Contents ix
The Tour Operator 180 Appendix 9.4: Country Codes 291
Types of Tour Operators 181 Appendix 9.5: Currency Codes 293
Package Tours 182
10. Itinerary Planning 296
Types of Package Tours 185
Guides and Escorts 186 Definition 297
Basic Information 299
8. Travel Formalities and Planning the Itinerary 301
Regulations 192 Resources for Planning
Passport 193 Itineraries 304
VISA 204 Costing of a Tour 306
Health Regulations for Calculation of a Tour Cost 312
International Travel 214 11. Tourism Product 330
Special Permits for
Restricted Areas 216 Definition 331
Customs Regulations 217 Characteristics of Tourism
Emigration and Immigration 223 Products 333
Taxes Paid by Travellers 224 Nature of Tourism Product 338
Travel Insurance 226 Types of Tourism Product 338
Appendix 8.1: Format for Passport 12. Tourism Marketing 344
Application 237
Appendix 8.2: Visa Requirements for Some Definition 346
Popular Destinations 242 Market Segmentation 348
Product Life Cycle 352
Appendix 8.3: Health Questionnaire 255
The Marketing Mix 354
Appendix 8.4: Customs Declaration
Marketing of Services 360
Form 256
Familiarization Tours 361
Appendix 8.5: Arrival and Departure
Marketing Research 363
Forms 257
Tourism Forecasting 367
Appendix 8.6: Travel Insurance Form 259
Seasonality in Tourism 368
9. Airline Geography 262 Designing a Tour Brochure 370
Physical Geography 263 13. Customer Service Skills 376
World Time Zones 265 Importance of Customer
International Date Line 268 Satisfaction 379
IATA Areas of The World 270 Creating Good Customer
Codes in Tourism 272 Relations 380
Appendix 9.1: City Codes, Airport Names, Telephone Skills 383
and Codes of Different Countries 279 Phonetic Alphabet 385
Appendix 9.2: City Codes, Airport Names, Product Knowledge 386
and Codes of India 287 The Sales Process 388
Appendix 9.3: Airlines Codes 289 Handling Customer Complaints 393
© Oxford University Press
OPERATIONS AND
MANAGEMENT
681(75$52'$<$5&+$1$%,:$/9$1'$1$-26+,
Department of Tourism
Maharashtra State Institute of Hotel Management &
Catering Technology (MSIHMCT), Pune
© Oxford University Press
, Contents
Preface v Attractions 83
Telecommunications 86
1. Introduction to Travel and Essential Services 86
Tourism 1 Other Services 87
The Meaning of Tourism 3 5. Tourist Transport 91
The Tourism Industry 7
Significance of Tourism 9 Air Transport 92
The Tourism System 12 Air Transport in India 94
Five ‘A’s of Tourism 15 Security of Aircraft and
Passengers 99
2. History of Travel and Tourism 20 International Air Travel Classes 102
Road Transport 104
Developments in the History of
Tourism 21 Rail Transport 109
Tourism in India—Post Water Transport 117
Independence 34 Transport as an Attraction 123
Modern Tourism 35 6. Tourism Organizations 129
3. Types of Tourism 41 Need for Tourism Organizations 131
Purpose of Tourism 42 International Organizations 131
Travel Motivators 43 Government Organizations in
Leisure or Holiday Tourism 44 India 141
Visiting Friends and Relatives Private Sector Organizations in
(VFR) 46 India 151
Cultural Tourism 46 Non-government Organizations 157
Adventure Tourism 48 Other Important Tourism
Sports Tourism 50 Organizations 159
Religious Tourism 51
7. The Travel Agent and the
Business Tourism 54
Tour Operator 164
Health Tourism 57
Alternative Forms of Tourism 60 The Travel Agent 166
Types of Travel Agencies 168
4. Tourism Infrastructure 70 Functions of a Travel Agency 171
Definition 71 Setting Up a Travel Agency 176
Accommodation 74 Sources of Income for a
Food and Beverage 82 Travel Agency 177
© Oxford University Press
, Contents ix
The Tour Operator 180 Appendix 9.4: Country Codes 291
Types of Tour Operators 181 Appendix 9.5: Currency Codes 293
Package Tours 182
10. Itinerary Planning 296
Types of Package Tours 185
Guides and Escorts 186 Definition 297
Basic Information 299
8. Travel Formalities and Planning the Itinerary 301
Regulations 192 Resources for Planning
Passport 193 Itineraries 304
VISA 204 Costing of a Tour 306
Health Regulations for Calculation of a Tour Cost 312
International Travel 214 11. Tourism Product 330
Special Permits for
Restricted Areas 216 Definition 331
Customs Regulations 217 Characteristics of Tourism
Emigration and Immigration 223 Products 333
Taxes Paid by Travellers 224 Nature of Tourism Product 338
Travel Insurance 226 Types of Tourism Product 338
Appendix 8.1: Format for Passport 12. Tourism Marketing 344
Application 237
Appendix 8.2: Visa Requirements for Some Definition 346
Popular Destinations 242 Market Segmentation 348
Product Life Cycle 352
Appendix 8.3: Health Questionnaire 255
The Marketing Mix 354
Appendix 8.4: Customs Declaration
Marketing of Services 360
Form 256
Familiarization Tours 361
Appendix 8.5: Arrival and Departure
Marketing Research 363
Forms 257
Tourism Forecasting 367
Appendix 8.6: Travel Insurance Form 259
Seasonality in Tourism 368
9. Airline Geography 262 Designing a Tour Brochure 370
Physical Geography 263 13. Customer Service Skills 376
World Time Zones 265 Importance of Customer
International Date Line 268 Satisfaction 379
IATA Areas of The World 270 Creating Good Customer
Codes in Tourism 272 Relations 380
Appendix 9.1: City Codes, Airport Names, Telephone Skills 383
and Codes of Different Countries 279 Phonetic Alphabet 385
Appendix 9.2: City Codes, Airport Names, Product Knowledge 386
and Codes of India 287 The Sales Process 388
Appendix 9.3: Airlines Codes 289 Handling Customer Complaints 393
© Oxford University Press
