Introduction to principles of Travel and tourism operations and Aviation safety

PRINCIPLES OF TRAVEL AND TOURISM OPERATIONS AND AVIATION SAFETYSYLLABUS UNIT I Travel and Tourism: Principles – Scope and Operations – Perception of Travel worldwide – Perception ofTouri

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School of Distance Education Bharathiar University, Coimbatore - 641 046

Principles of Travel and Tourism Operations

and Aviation Safety

BBA Airline & Airport Management

(Annual Pattern) IIIrd Year Paper No 13

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Author: V V Prasad

Produced and Printed

by EXCEL BOOKS PRIVATE LIMITED A-45, Naraina, Phase-I, New Delhi-110028

for

SCHOOL OF DISTANCE EDUCATION

Bharathiar University

Coimbatore-641046

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Page No UNIT I

UNIT II

UNIT III

UNIT IV

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PRINCIPLES OF TRAVEL AND TOURISM OPERATIONS AND AVIATION SAFETY

SYLLABUS UNIT I

Travel and Tourism: Principles – Scope and Operations – Perception of Travel worldwide – Perception ofTourism worldwide – India a tourist destination – Indian States, Capitals, Public holidays, Banks – ImportantFestivals and Tourist attractions – State Tourist Organisations – Important Travel Agents & Tour Operators

UNIT II

World Tourism: Important Countries/Capitals/Currencies/Exchange – World Tourism Attractions – IndianTourism – Types – Transportation Commercial Aviation – Air Taxi Operations – Private Operation – AirportHandling Functions of IATA-ICAO – Aims and Objectives – IATA Geography and Global indicators – TravelAgent Management – Travel Partners

UNIT III

Hotels and Star Ratings: Resorts, Boarding and Lodging houses – Rating Systems and Classifications – HotelProducts, Facilities, Services, Room types, Bedding Types, Meal Plans Cancellations, Currency – Fluctuationsand Commission Policies IATA Approved Travel Agency Appointment and Control – Bank guarantee – IATABilling and Settlement Plan – Credit Period – Customer Service – Service Provider – Training and Development

of Travel agent – GDS

UNIT IV

Aviation – A National security asset: Importance of Air transportation – Airways – Development of theAviation industry – Deregulation – Consequences of 9/11 to the industry – Emergency Funding – ProtectingPublic Air transportation – Hijacking – Security Measures – International Prospective – Trend begins – DiplomaticConference on Air Law – Ministerial Conference on Terrorism – Financing of Terrorism – United Nations –ICAO/ECAC

UNIT V

Aircraft as Missiles: Early Hijackings – Terrorist Hijackings Spread – Initial Public response – Cockpit Doors– Profile of a Hijacker – Sky Marshal Program/Federal Air Marshal Program – History of Significant Airhijackings since 1972 – Terrorism – Middle East – Rival Claims – Palestinian Liberation Organisation – AbuNidal – Hamas – Iranian Support of Terrorism – Hezbollah – Afghanistan: Osama Bin Laden – Europe – Japan– Peru – Russia – US – Domestic Terrorism – Nuclear Terrorism

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5 Travel and Tourism

UNIT I

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Principles of Travel and Tourism

Operations and Aviation Safety

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1.2 Principles of Travel and Tourism

1.3 India a Tourist Destination

1.4.4 Top Religious Attractions

1.4.5 Top Wild Attractions

1.4.6 Top Hill Stations

1.4.7 Natural Attractions

1.5 Public Holidays and Banks in India

1.5.1 Public Holidays

1.5.2 Banks in India

1.6 Top Festivals and Tourist Attraction

1.7 Important Travel Agents and Tour Operator

1.0 AIMS AND OBJECTIVES

After studying this lesson, you should be able to:

z Discuss the principle of the tour and travel

z Describe scope of the tour and travel

z Explain India as the tourist destination

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1.1 INTRODUCTION

One of the largest industries in India is the travel and tourism industry It provides cultural, medical, heritage, business and sports tourism The most important goal of this sector is to increase and promote tourism, to give other tourist countries a tough competition, improve and expand present tourism products to make sure that there is a wide scope of the employment for the local people and to grow the economy of India

In this lesson, we give valuable information about a variety of tourist spots in India, modes of transportation, accommodation and approved travel agents

1.2 PRINCIPLES OF TRAVEL AND TOURISM

The Basic principles of the tourism are as follows:

z Collaborate: We can achieve more by working in a group than working alone

Working in a group is very important as it not only helps to develop local support, but also tourism requires resources that one organisation cannot provide The success of the industry depends on the contribution of the government business class people tour operator craftsmen artists and many people in order to enhance the tourism in the country

Regional groups are also helps to enhance tourism Cooperating in a local arrangement help us to increase pool resources, regional themes, save money and expand our marketing potential These resources incorporate not only money for advertising campaigns, but also facilities or expertise in tourism, maintenance, the arts or another area

z Find the Fit: To take care of the needs of the local people and the tourist is

significant to make sure that tourism provides benefits to everybody It is necessary to realize the kind and amount of tourism that your society can handle

It is very true that the local priorities fluctuate So do local capabilities In simple words we can say that, local circumstances decide that what is the need of the area and the tourism Programs that succeed have wide confined recognition and meet local needs They are practical, depends on the talents of particular people in addition to particular attractions, accommodations, and sources of support and interest

One of the reasons that why tourism is growing in India is that travellers are looking for experiences that are distinct and not homogenized They want to experience the beauty of the particular place You can form your tourism program

on the basis of what is suitable and good for area

Are there certain times of year or certain places they do not want to share?

Can you accommodate group tours? Do sites accommodate at least forty people at once with amenities such as restrooms, snacks, and a seating area?

Can you accommodate visitors with disabilities or special needs?

Do the residents of your area want tourism?

How will tourism revenues improve life in your area and affect services such

as fire and police protection?

What is the maximum number of cars or buses your area can handle? On roads? In parking lots?

Why do they want it?

z Make Sites and Programs Come Alive: Interpreting sites is very significant, and

so as to make the meaning innovative and exciting Find methods to take the attention of the visitor’s five senses as you can, because the more they are involved, the more they will hold

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On average, visitors will remember:

10% of that tourist HEAR

30% of that tourist READ

50% of that they SEE

90% of that tourist DO

z Focus on Quality and Authenticity: Quality is an important element for all

tourism, and authenticity is important whenever we talk about the heritage or

history

The true and the exciting stories place is the worth telling The story of the prior

generation’s authentic contribution to the history and culture of the place is the

one that will interest tourist, as it distinguishes the place from other places on

earth Its authenticity adds real value and appeal By doing the job right and by

focusing on the quality and the authenticity you can give your area the

competitive edge

z Preserve and Protect: A community’s historic, cultural, and natural resources are

important and often unique

1.3 INDIA A TOURIST DESTINATION

Development in the Tourism industry in India has seen many phases At the level of

the Government the development of tourist services was taken up in a designed

manner in 1956 coinciding with the Second Five Year Plan The Sixth Plan has started

a new era for tourism that has started to be taken as a main instrument for the

integration of the social and economic development

But the tourist activities have gained momentum in 80’s The Government takes

numerous important steps A National Policy on travel and tourism was announced in

1982 Afterwards in 1988, the National Committee on Tourism form a plan to achieve

a sustainable growth in tourism In 1992, a National Action Plan was made and in

1996 the National Strategy for Promotion of Tourism was formulated In 1997, a draft

new tourism policy along with the economic policies of the Government and the

trends in tourism development was published for public discussion But now it is

under the process of revision The projected policy recognizes the roles of public

sector undertaking, Central and State governments and the private sector in the

development of tourism The involvement of Local youth, local bodies, Panchayati

Raj institutions, non-governmental organisations in the formation of tourism services

has also been recognised

The most important development occurred were the formation of the India Tourism

Development Corporation in 1966 for the promotion of India as a tourist destination

and the Tourism Finance Corporation in 1989 to finance tourism projects

1.3.1 Tourist Attractions

India is a country which is famous for its generous management to all tourists that

does not matter from where they are coming Its tourist-friendly traditions, diverse life

styles and cultural heritage and colourful festivals and fairs attracts for the tourists

Many other tourist attractions consist of forest, beautiful beaches, wild life and

landscapes for eco-tourism, mountains, snow and river for adventure tourism, heritage

trains and hotels for heritage tourism, science museums and technological parks for

science tourism; centres of pilgrimage for spiritual tourism Health resorts, Ayurveda,

and Indian yoga are the main attractions for the tourists

The Indian handicrafts mainly ivory, jewellery, brass work, carpets, leather goods, are

the main shopping stuff of foreigners The surveys indicate that nearly 40% of the

tourist expenses on shopping is spent on these stuff

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Growth

Domestic tourism is the oldest tourism in India According to surveys, domestic tourism has grown mainly during the previous one decade It raised from 64 million in

1990 to 167 million in 1998, thus registering an annual growth of 12.8%

The tourism growth since independence is very remarkable It was just 17000 in 1951 From this level it went to 2.36 million in 1998 Tourism receipts on the other hand have grown at a phenomenal rate of 17 per cent to ` 11,540 crore in 1998 from

` 7.7 crore in 1951

Economic Impact

Tourism has generated a lot of employment, poverty alleviation and sustainable human development During 1998-99, employment generation through tourism was estimated at 14.79 million

Foreign exchange earnings from the tourism sector during 1998-99 were estimated at

` 12,011 crore Tourism has thus become the second largest net foreign exchange earner for the country

Tourism also contributed ` 24,241 crore during 1998-99 towards the country’s Gross Domestic Product (GDP)

Thrust Areas

In order to increase the expansion of tourism in the country numerous important areas have been recognized for accomplishment during the Ninth Five Year Plan (1997-2002) The most important is the beach resort, trekking, development of infrastructure, products, trekking, winter sports and wildlife streamlining of facilitation methods at airports, human resource development and facilitating private sector contribution in the infrastructural growth

Boosting Tourism

Some of the current steps taken by the Government to enhance tourism incorporate grant of export house status to the tourism industry and incentives for enhancing private investment in the form of exemption of the Income Tax, interest subsidy and less import duty The hotel and tourism industry has been announced a high priority sector for foreign investment which entails routine approval of direct investment up to 51% of foreign equity and allowing 100% per cent non-resident Indian investment and simplifying set of laws concerning the sanction of support to tour operators, travel agents, and tourist transport operators

Celebrations

At the time of the Golden Jubilee celebrations of India as a Republic, the Tourism Ministry has made extraordinary efforts to publicize the tourism potential of India The Tourism Day was celebrated on January 25, 1998 for the first time Buddha Mahotsav was organised from 24th October to 8th November 1998 The Wong La Millennium was held from April 1999 to January 2001 A special calendar of events has been formed for highlighting contributions to Millennium events by various places

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in all the States An official website of the Tourism Ministry has also been formed for

facilitating propagation of information on tourism

Constraints

The main constraint in the growth of international tourisms in India is poor

infrastructure that includes accessibility to tourist destinations, inadequate air seat

capacity, accommodation and skilled manpower in plenty number

Poor experience of the visitor mainly due to poor hygienic conditions, inadequate

infrastructural amenities, and incidents of touting and annoyance of tourists in few

places are prime reasons that add to poor visitor experience

Indian tourism has huge potential for employment generation and earning a good

amount of the foreign exchange further giving a boost to the country’s overall social

and economic development Much has been accomplished by way of increasing trains

and railway connectivity to important tourist destinations, growing air seat capacity,

widening of roads that connect important tourist centres and growing accessibility of

somewhere to live by adding up legacy hotels to the hotel sector and cheering paying

guest somewhere to stay But much more has to be done As tourism is a

multi-dimensional commotion, and essentially a service sector, it would be necessary that all

parts of the Central and State governments, private sector and charitable organisations

develop into lively associates in the endeavour to accomplish sustainable development

in tourism if India is to turn into a world player in the tourist sector

1.4 INDIAN STATES, CAPITALS, PUBLIC HOLIDAYS,

BANKS THAT ATTRACT TOURIST

1.4.1 Top States

Rajasthan: Rajasthan is one of the most famous and most visited states in India

Rajasthan is the residence of the previous royal Indian Maharajas (kings) and

Maharanis (queens) A large number of glorious palaces, havelis, forts, monuments,

museums, and other legacies of royalty are present here The most attractive place of

the Rajasthan is the Thar Desert Travelling through the sandy desert on the camel’s

back or on aboard a jeep is an exclusive experience Camping on the sand under the

moonlit twinkling night is a huge attraction for the visitors

Kerala: Rajasthan is famous for its royal heritage On the other hand, Kerala is more

of nature lover's enjoyment The state is also known as the 'God's own country’

The natural attractiveness of Kerala is revitalizing, be it the tea gardens of Munnar or

the backwaters of Allepey and Kumarakom The wildlife sanctuaries – Kumarakom,

Periyar, and Wayanad – are abode to both ferocious and beautiful plants and animals

Also, festivals, people of Kerala and their way of life, cuisine, are very diverse from

what you will come crossways in Rajasthan

Goa: Goa is the place that has fun loving spirit The churches because of their

architectural style attract the tourist Because they stand reminder to the centuries of

Portuguese rule that Goa has seen in the past most of the tourist came just to

acknowledge its beauty The beaches are the main attraction here where one can get

pleasure from both leisurely walks and adventurous water sports The New Year

celebration and the Goa Carnival in February is the time when most of the tourists

visit this state

Uttaranchal: Uttaranchal is a tourist spot picked up by those who wants adventurous

and religious holiday The snowy peaks, mighty hills and rushing rivers, are very good

for an adventure activity like rafting, trekking, and skiing Chardham, a pilgrimage

spot offer one’s soul a peace that one has been wanting for a long time Its wildlife

sanctuaries and ayurvedic therapies gives Uttaranchal a competitive edge

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Himachal Pradesh: Nestling in the arms of the strong Himalayas, the state has a lot

of valleys and has a charming beauty An option of adventure in Himachal is as vivid

as it is in Uttaranchal You can opt for rafting, trekking, skating, skiing, gliding, or any other form of adventure activities Himachal is famous pilgrimage destination for Buddhists, Hindus, and Sikhs

1.4.2 Top Cities

Jaipur: The pink city of India and the capital of Rajasthan is Jaipur was founded by

Maharaja Jai Singh The main attractions of the tourist are the Jantar Mantar, City Palace, Hawa Mahal, and Amber Fort The city is also a spot in the royal voyage of the comfort train and Palace on Wheels

Agra: One of the wonders of the world is in India i.e in Agra named Taj Mahal which

is the main point of attraction for tourist towards Agra Although, this city is in Uttar Pradesh has many other attraction also to charm visitors after they have visited Taj The most prominent amongst them is the Agra Red Fort and Itmad-Ud-Daulah's Tomb The remains of Fatehpur Sikri are definitely the point of attraction for the tourist Shopping is also high on the list of visitors here

Khajuraho: Khajuraho is a small place that is situated in Madhya Pradesh and is

known all over the for its cave temples There were firstly 85 temples, yet, today you can see the remains of only 20 temples Those of you concerned in exploring the educational heritage of India must visit the Khajuraho

Varanasi: The holiest destinations for the Hindus is Varanasi which is situated in

Uttar Pradesh A number of tourists are coming to Varanasi to worship river Ganges and famous Hindu deities at the ghats and at the temples of Varanasi A trip to Varanasi is significant for those eager of knowing more about Hindu religion

1.4.3 Top Monuments

Taj Mahal: Mughal Emperor Shah Jehan's utmost contribution to the world – a

magnificent mausoleum built in the remembrance of his dearly loved wife Mumtaaz Mahal A symbol of eternal love in white marble, the Taj, appears among the seven architectural Wonders of the World and accounts for over 3 million tourists every year

Red Fort: This red-sandstone building was on one time is the fort of the Mughal

Kings who ruled India for a long time A surplus of other palaces in its site and the traditional Meena Bazaar wherever the royalty once purchased make it a day-long tourist trip Indian Prime Ministers till date gives speech for the nation from the Red Fort on Independence Day

Jaisalmer Fort: It is the oldest fort since 10th century that witness various generations

of Rajas, Traders, Merchants etc The temples, intricately imprinted havelis and a sense of the existence in the dry arid region make Jaisalmer a must-visit for visitors Camel and jeep safaris add to the enthusiasm all the more

Hawa Mahal: Jaipur's Hawa Mahal is an architectural wonder, be applicable the

appellation well with its great amount of windows that flow tranquil gentle wind and its seem, that resembles more a cascading screen than a building

1.4.4 Top Religious Attractions

The Golden Temple: Sikh religion does not need any introduction to their holy

pilgrimage seat Sri Harmandir Sahib or the Golden Temple, named so because of the typical golden hue that the tombstone is bathed in, is laced by the equally sacred waters of the Amrit Sarovar or the Pond of Nectar

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Meenakshi Temple: Lord Shiva and his wife Meenakshi are the reigning deities here

in this classic, yet traditional representative of Dravidian place of worship structural

design with its gopurams (large sculpted gateways) and mandapams (multi-pillared

halls)

Akshardham Temple: Along with the banks of the Yamuna river banks is this 2

billion architectural grandeur – an initiative of the Bochasanvasi Aksharpurushottam

Swaminarayan Sanstha (BAPS) It is a fine blend of technology and faith

Akshardham Temple complex is complete with a majestic 11 ft statue of Lord

Swaminarayan, 20,000 other statues, an IMAX theatre, artificial lakes and a complex

musical fountain

Lotus Temple: The Lotus Temple is the meditative safe haven that draws tourist from

across the world irrespective of caste and community

1.4.5 Top Wild Attractions

Ranthambore National Park: One of Rajasthan's leading wildlife sanctuary,

Ranthambore National Park is famous Tigers and also for a wide range of the floral

variety The Ranthambore Fort is present in this park

Periyar Wildlife Sanctuary: The well-known sanctuary of Kerala, Periyar is which

has a large herd of elephants and more than 300 species of birds and more than 120

species of butterflies greet visitors The park also has tigers which you can be seen

during your trip

Jim Corbett National Park: It is the first National Park and Tiger Reserve of India,

Corbett National Park in Uttaranchal provides visitors many chances to spot wild

animals and birds Spotting tigers, yet, needs patience as the king of the forest doesn't

gives regular look

Gir Wildlife Sanctuary: Gir Wildlife Sanctuary in Gujarat is the last natural habitat of

Lions of Asia that attracts tourist Other than Lions, the park is also a home to three

hundred species of birds

Kaziranga National Park: The Kaziranga National Park in the Jorhat district of

Assam is the only place if you want to see the one horned rhino The park also has a

vigorous population of wild buffaloes, tiger, and elephants Rare class of birds for

example hornbill is also a main drawer of tourists

Top Luxury Trains Palace on Wheels: This is possibly the most comfortable and

famous of all the lavishing trains in India The Palace on Wheels starts its royal trip

from the capital of India, Delhi and takes its travellers on an unforgettable trip to

Jaipur, Ranthambore, Jaisalmer, Udaipur and Agra, Jodhpur, before returning to

Delhi On the train, for 8 following days, it is the royalty of the previous Rajasthani

rulers that replaces the tedious lifestyle of the passengers

Deccan Odyssey: The Deccan Odyssey is no way at the back in unfurling before you

the magnificent history of Maharashtra For 7 days, the Deccan Odyssey takes its

tourist on a tour to the inheritance spots of Maharashtra Starting from Mumbai, the

train proceeds to Ratnagiri, Pune, Sindhudurg, Goa, Aurangabad (Ellora), Kolhapur,

Nasik (Ajanta) and Mumbai At the end of the trip, the experience is incredible

1.4.6 Top Hill Stations

Munnar: This is the attractive and peaceful hill station and is situated in the south

Indian state of Kerala Main attractions here are the Ervikulam National Park, the

green tea gardens and wonderful waterfalls Shopping is Munnar includes picking up

items like strawberries, tea and spices

Shimla: The most well-known hill stations in India that attract tourists is Shimla

which is the capital city of Himachal Pradesh The hill station has been generously set

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apart by nature and gives its tourist a visual pleasure in form of beautiful valleys, pine clad hills and waterfalls The Mall is the main attraction of Shimla

1.4.7 Natural Attractions

Dal Lake, Kashmir: A perfect lake nestled in the charming Kashmir Valley amidst

the green Mughal gardens having antique monuments, multi-coloured flowers and avian metropolis, and plummetted orchards The best tourist attraction is the quiet boat travel in one of the thousand odd extended and stylish shikaras or houseboats that hover on the Dal

Kerala Backwaters: The Backwaters of Kerala are the region destined for those who

want calm moments among normal beauty The most important backwater spot in Kerala are Cochin, Kumarakom, Trivandrum and Allepey, Kollam Cruising all along these backwaters on the ship or the houseboats or Kettuvallom is one experience that

is eternally appreciated by tourist to the state

Check Your Progress 1

State whether the following statements are true or false:

1 The Backwaters of Kerala are the place meant for those who want calm moments amidst natural beauty

2 A perfect lake nestled in the charming Kashmir Valley amidst the green Mughal gardens having multi-coloured flowers and avian metropolis, antique monuments and plummetted orchards

3 The Deccan Odyssey is no way at the back in unfurling before you the magnificent history of Maharashtra

4 It is the oldest fort since 10th century that witness various generations of Rajas, Traders, Merchants, etc

5 A number of tourists coming to in Varanasi do not to worship river Ganges and prominent Hindu deities at the ghats and at the temples of Varanasi

1.5 PUBLIC HOLIDAYS AND BANKS IN INDIA

India is a traditionally diverse and enthusiastic society, make merry numerous holidays and festivals The annual holidays are widely observed by state and local governments; however, they may alter the dates of observance or add or subtract holidays according to local custom

1.5.1 Public Holidays

National holidays

z Soldiers of the Madras Regiment during the annual Republic Day Parade in 2004

z National holidays are observed in all states and union territories

z India has three national days They are:

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Hindu Holidays

Hindus celebrate a lot of festivals all over the year Hindu festivals has many

religious, mythological and seasonal significance The observation of the festival, the

representations used and attached, and the grace and strength of festivity varies from

region to region in the country A list of the more popular festivals is given below:

Thiruvalluvar Day Pondicherry, Tamil Nadu

Uzhavar Thirunal

(Farmers' Day) Tamil Nadu

Vasant Panchami (Aka,

Saraswati Puja) Orissa, Tripura, West Bengal, Bihar, Uttar Pradesh, Maharashtra

Ratha Saptami Maharashtra, Goa, Andhra Pradesh, Karnataka

Maha Shivaratri

Andhra Pradesh, Assam, Chandigarh, Bihar, Chhattisgarh, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Manipur, Orissa, Rajasthan, Uttarakhand, Uttar Pradesh, Tamil Nadu, West Bengal

Holi (Aka, Dol) All states and territories except Kerala, Nagaland, Mizoram, Goa, Pondicherry, Tamil Nadu

Gudi Padwa/Ugadi/Puthandu Maharashtra, Goa, Andhra Pradesh, Karnataka, Pondicherry, Tamil Nadu

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Hanuman Jayanti Maharashtra, Orissa, Karnataka, Uttar Pradesh (as Bada Mangal) Akshaya Tritiya/Maharishi

Parashurama Jayanti Maharashtra, Goa, Andhra Pradesh, Karnataka, Kerala, Tamil Nadu, Uttar Pradesh

Nag Panchami or Guga-Navami All states and territories except Goa

Raksha Bandhan (Aka, Rákhi Púrńimá)

Andhra Pradesh, Gujarat, Madhya Pradesh, West Bengal, Rajasthan, Uttarakhand, Uttar Pradesh, Jharkhand, Bihar, Haryana, Orissa, Punjab, Maharashtra

Krishna Janmashtami

Kerala, Andhra Pradesh, Assam, Bihar, Chandigarh, Delhi, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Madhya Pradesh, Orissa, Punjab, Rajasthan, Tamil Nadu, Uttarakhand, Uttar Pradesh, Maharashtra, West Bengal

Ganesh Chaturthi Andhra Pradesh, Goa, Gujarat, Madhya Pradesh, Maharashtra, Orissa, Pondicherry, Tamil Nadu, Karnataka

Mahalaya Karnataka, West Bengal, Assam, Orissa

Dussehra (Aka, Durgá Pujá)

all states holiday for 2 days in Andhra Pradesh, Bihar, Kerala, Nagaland, Sikkim, Tamil Nadu, Maharashtra, Karnataka, Uttarakhand and Uttar Pradesh holiday for 3 days in Orissa, Assam, Madhya Pradesh, Meghalaya, Tamil Nadu, and Tripura holiday for 6 days in West Bengal 11th day Bhashani Utchhav in Orissa

Kumara Purnima (aka Kojaagari Pornima) Maharashtra (as Kojaagari Pornima), Madhya Pradesh, Rajasthan, Uttar Pradesh, Chhatisgarh, West Bengal

Diwali (Aka, Káli Puja and Diipávali)

all states and territories observed for 2 days in Assam, West Bengal, Karnataka, Orissa, observed for 5 days in Gujarat, Madhya Pradesh,Uttarakhand and Uttar Pradesh observed for 6 days in Maharashtra

Vasu Baras (aka Govatsa Dwadashi) Maharashtra Dhan Teras (aka Dhan

Trayodashi) Maharashtra, Gujarat, Uttar Pradesh Naraka Chaturdashi all states

Lakshmi Puja Maharashtra, Orissa, Assam, Madhya Pradesh, Meghalaya, West

Bengal and Tripura Goverdhan Pooja all states

Bhai Duj (Aka, Bhau-beej, Yama Dwitiya, Bhai Phota)

Maharashtra, Goa, Karnataka, Uttarakhand, Uttar Pradesh, West Bengal, Madhya Pradesh

Devotthan Ekadashi Uttarakhand,Uttar Pradesh,Bihar,and some parts of Rajasthan and Madhya Pradesh

Contd…

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Hartalika Teej Maharashtra, Bihar, Madhya Pradesh, Rajasthan, Uttar Pradesh

Jagaddhatri Puja West Bengal

Visvakarma Puja Orissa, West Bengal

Nuakhai Orissa

Chhath Bihar, Jharkhand, Uttar Pradesh

Feast of the Sacrifice

all states and territories

1.5.2 Banks in India

This is a partial list of corporations engaged in banking business within the territory

of India There are currently nationalised banks in India

Nationalised Banks/Public-sector Banks

z Vijaya Bank

z United Bank of India

z Union Bank of India

z UCO Bank

z Syndicate Bank

z Punjab & Sind Bank

z Punjab National Bank

z Oriental Bank of Commerce

z Indian Overseas Bank

z Indian Bank

z IDBI Bank

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SBI and Associate Banks

z State Bank of India

z State Bank of Bikaner & Jaipur

z State Bank of Hyderabad

z State Bank of Mysore

z State Bank of Patiala

z State Bank of Travancore

z State Bank of Saurashtra (merged into SBI in 2008)

z State bank of Indore (merged into SBI in 2010)

z Regional Rural Banks ( Third Level Heading)

z Allahabad UP Gramin Bank

z Andhra Pradesh Grameena Vikas Bank

z Andhra Pragathi Grameena Bank

z Arunachal Pradesh Rural Bank

z Aryavart Gramin Bank

z Assam Gramin Vikash Bank

z Baitarani Gramya Bank

z Balageria Central Co-operative Bank

z Ballia –Etawah Gramin Bank

z Bangiya Gramin Vikash Bank

Private-sector Banks

z Axis Bank

z Catholic Syrian Bank

z City Union Bank

z Development Credit Bank

z Dhanlaxmi Bank

z Federal Bank

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z HDFC Bank

z ICICI Bank

z IndusInd Bank

z ING Vysya Ban

1.6 TOP FESTIVALS AND TOURIST ATTRACTION

1 Diwali

Source: http://0.tqn.com/d/goindia/1/0/m/0/-/-/diwali.jpg

The very famous festival of India is Diwali which is a 5 day celebration that marks the

beginning of the Hindu New Year It's famous as the "Festival of Lights" for all the

small clay lamps, fireworks, and candles that are lit throughout the celebrations These

lights are said to symbolize the success of brightness over darkness and good over

evil The candlelight makes Diwali a festival of joy and happiness

2 Ganesh Chaturthi

Source:http://0.tqn.com/d/goindia/1/0/w/0/-/-/ganeshfestival.jpg

The magnificent eleven day Ganesh Chaturthi festival is celebrated as the birthday of

beloved Hindu elephant-headed god, Lord Ganesha The beginning of the festival

witnesses vast, highly crafted statutes of Ganesha brought at homes and podiums,

which have been particularly prepared and marvellously bejewelled

3 Holi

Source: http://0.tqn.com/d/goindia/1/0/l/0/-/-/holi.jpg

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Holi is a festival of colours that also symbolizes the victory of good over evil, in addition to the profusion of the spring crop season It's commonly referred to as the

"Festival of Colours"

4 Navaratri, Dussehra, and Durga Puja

Source: http://0.tqn.com/d/goindia/1/0/y/I/-/-/durgastatue.jpg

It is the festival of nine days known as Navaratri The tenth day, called Dussehra, is

dedicated to celebrating the conquer of the devil king Ravana by Lord Rama It also signifies with the success of the honoured warrior Goddess Durga over the sin buffalo mischievous Mahishasura

5 Krishna Janmashtami/Govinda

Source: http://0.tqn.com/d/goindia/1/0/q/0/-/-/govinda.jpg

Krishna Janmashtami, also known as Govinda, signifies the birthday of Lord Krishna This festival include people climbing on one another and making a human pyramid to attempt and arrive at and smash open earth pots that has curd, which have been hanged up high from buildings

6 Kerala Temple Festivals

Source: http://0.tqn.com/d/goindia/1/0/o/0/-/-/kerelafestival.jpg

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Kerala the South Indian State has temples that are famous for their interesting temple

festivals The huge processions of elephants, splendid in colourful ornaments, are the

foremost attractions of these festivals The processions are made by bright drummers,

floats, and other musicians

7 Onam

Source: http://0.tqn.com/d/goindia/1/0/p/0/-/-/onam.jpg

Onam is a traditionally 10-day festival that signifies the return of the legendary King

Mahabali It’s a festival rich in customs and custom People noticeably beautify the

ground in front of their houses with flowers set in good-looking patterns to greet the

King

8 Pushkar Camel Fair

Source: http://0.tqn.com/d/goindia/1/0/2/1/-/-/pushkarcamels.jpg

An amazing 50,000 camels congregate on the little desert city of Pushkar, in India's

state of Rajasthan for the Pushkar Camel Fair For five days, the camels are clothed

entered into beauty contests, paraded, shaved, raced, and of course traded It's a big

occasion to witness a conventional style Indian gala

1.7 IMPORTANT TRAVEL AGENTS AND TOUR

OPERATOR

The Ministry of Tourism has announced a scheme for giving way sanction to hotel

projects from the viewpoint of this aptness for worldwide tourists A categorization

committee formed by the Ministry categories the performance of hotels in the star

organization into 6 categories from star one to five star deluxe Likewise, the Ministry

has a system to approve Tour Operators, Travel Agents, Adventure Tour Operators

and Tourist Transport Operators, the thought being to support quality, standard and

service in these categories in order to encourage Tourism in India This is an intended

scheme open to all bona fide agencies

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1.7.1 Travel Agents

A Travel Agent is defined as the one who arranges the tour and makes preparations of tickets for journey by ship, rail, or air, passport, visa, etc He may also organize lodging, tours, entertainment and other services related to tourism It can be classified

as under:

z Inbound Tour Operators: An Inbound tour operator is defined as the one who

arranges accommodation, transport, sight-seeing, entertainment and other services related to tourism for foreigners

z Tourist Transport Operators: A Tourist Transport Operator Organization can be

defined as the one, who give tourist transport like coaches, boats, cars, etc to visitors for sightseeing, travelling, and journeys to visitor places etc

z Adventure Tour Operators: An Adventure Tour Operator can be defined as the

one who is occupied in actions associated to Adventure Tourism in India i.e., mountaineering, water sports, aero sports trekking and safaris of a variety of kinds, etc Other than that he might also arranges for transportation, housing, etc

z Domestic Tour Operators: A domestic tour operator is can be defined as the one

who arranges transportation, sight-seeing, entertainment accommodation, and other tourism related facilities for domestic tourists

Fill in the blanks:

1 A ……… is can be defined as the one who arranges transportation, sight-seeing, entertainment accommodation, and other tourism related facilities for domestic tourists

2 An ……… can be defined as the one who is occupied in actions associated to Adventure Tourism in India

3 A ……… can be defined as the one, who give tourist transport like coaches, boats, cars, etc to visitors for sightseeing, travelling, and journeys to visitor places etc

4 The ……… has announced a scheme for giving way sanction

to hotel projects from the viewpoint of this aptness for worldwide tourists

5 Onam is a traditionally ……… festival that signifies the return of the legendary King Mahabali

1.8 LET US SUM UP

In this lesson we have learned how travel and tourism industry has developed over time and achieved new scope with the growth of a variety of facilities and infrastructure From this we appreciate that in the current situation tourism is taken as

a service industry, and this industry is the leading foreign exchange earner and employment generator It is hence very essential to have good preparation and organization of this business and thus increases the need and the significance of tourism statistics We know the difference between travel and tourism; tourist and an excursionist; domestic and international tourist

As tourism is taken as an industry, it also has a product, the product that comes out of

it is known as Tourism Product In the next lesson we would learn the definition and the characteristics of this product and the various forms of a tourism product

1.9 LESSON END ACTIVITY

Make list of places that attract the tourist in Delhi

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1.10 KEYWORDS

Umbrella Industry: An umbrella company is a company that acts as an employer to

agency contractors who work under a fixed term contract assignment, usually through

a recruitment employment agency in the United Kingdom

Segmentation: Market segmentation is a marketing strategy that involves dividing a

broad target market into subsets of consumers who have common needs, and then

designing and implementing strategies to target their needs and desires using media

channels and other touch-points that best allow reaching them

Gross Domestic Product: Gross domestic product (GDP) is the market value of all

officially recognized final goods and services produced within a country in a year, or

other given period of time

National Development: National development refers to the ability of a country or

countries to improve the social welfare of the people, for example, by providing social

amenities like good education, infrastructure, medical care and social services

Host Country: A nation in which representatives or organizations of another state are

present because of government invitation and/or international agreement

Regional Development: Regional development is the provision of aid and other

assistance to regions which are less economically developed Regional development

may be domestic or international in nature The implications and scope of regional

development may therefore vary in accordance with the definition of a region, and

how the region and its boundaries are perceived internally and externally

1.11 QUESTIONS FOR DISCUSSION

1 What do you understand by tour and travel?

2 Describe the principles of the tourism

3 Explain in details the scope and operation of the tourism

Check Your Progress: Model Answers

1 domestic tour operator

2 Adventure Tour Operator

3 Tourist Transport Operator Organization

4 Ministry of Tourism

5 10 days

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1.12 SUGGESTED READINGS

Harry A Kinnison, Aviation Maintenance Management, McGraw Hill

S Patankar and James C Taylor Aviation and Airport Security; Terrorism and safety concerns, CRC Press

IATA Manual on Diploma in Travel and Tourism Management, Ashgate Publishing

Ltd

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25 Scope of the Travel and Tourism

2.2 The Scope and Operation of the Tourism Industry

2.3 Important Travel Agent and Tour Operator

2.3.1 Benefits of Booking Tours

2.5 Perception of Travel Worldwide

2.5.1 International and Domestic Tourism

2.8.3 Travel Services Marketing

2.8.4 Other Marketing Challenges

2.9 State Tourist Organisation

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2.0 AIMS AND OBJECTIVES

After studying this lesson, you should be able to:

z Discuss the scope of the tourism

z Describe the travel agent and tour operator

z Understand the perception of tourism worldwide

2.1 INTRODUCTION

Tourism is the world’s largest industry that generates employment and provides a source of foreign exchange to the country This lesson deals with the approaches to define tourism as an industry and the problems faced by this industry The scope of the tourism is very important to understand This provides a great understanding of the duties and responsibilities of the travel agent How they carry out their work and their function as per the need and the demand of the client The tour operator and the travel agents play an important role in making the trip of the tourist a good experience In this lesson we will study all the aspects and the requirements of the tourist in order to make the tour of the client a remarkable and memorable and how the tour operator work and give a good impression on the customer to increase their business

2.2 THE SCOPE AND OPERATION OF THE TOURISM INDUSTRY

The World Travel and Tourism Council (WTTC) is an industrial group that undertakes the main tourism services in the world As part of their work they have expected the size and scope of the tourism industry by means of sophisticated profitable techniques They state that travel and tourism is:

‘One of the largest and most dynamic industries of today’s global economy, travel and tourism …it accounts for US£6 trillion, or 9%,’of global gross domestic product (GDP) and it supports 260 million jobs worldwide, either directly or indirectly That’s almost 1 in 12 of all jobs on the planet’ (WTTC 2012: 3)

The Scope and Operation of the Travel and Tourism are as follow:

z The tourism industry is extremely diverse – from the size of organization; business type; sector; organization; and process It can be taken as the collection

of various industries

z Tourism is a diverse range of products than a single product

z It comprises tangible and non-tangible elements

z It is produced where it is consumed

To exacerbate this, the tourism industry is both misunderstood and underexplored (Debbage & Daniels 1998) This is because it is amorphous and complex, shrouded in conceptual fuzziness and imprecise terminology (is it tourism or travel?) This lesson aims to dispel some of this mystique and provide a clear description of how to approach examining the scope and scale of the contemporary tourism industry

2.3 IMPORTANT TRAVEL AGENT AND TOUR OPERATOR

Travel Agent: A travel agent provides information to the people on various travel

destinations advises them of available holiday packages to suit their tastes and budget and chart their travel plan He would generally sell the travel associated products like currency exchange, car rentals, insurance etc

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Tour Operators: Tour operators offer holiday packages which comprise:

1 Travel like by rail, road or air

2 Accommodation like hotels, resorts, apartments, guesthouses

3 Travel services like airport pick and drop, sightseeing, excursions etc

These tour operators may be the wholesale operators who operate tours only through

retail travel agencies or they may be direct sell operators who market their product

directly to the public

2.3.1 Benefits of Booking Tours

The association among tour companies and the travel agents is constantly developing

Earlier, tour operators relied approximately solely on travel agents for their business

But now, with developing technology and growing business strategies, tour operators

are now diversifying how to carry out their business Travel agents use internet

websites to attract their clients worldwide Many tourists are now looking for an

exclusive and unique tour to have a memorable experience Tour operators are

enhancing their strategies to have a good number of clients Agents are taking a good

education and are of well aware of the places and technology so that they can achieve

their targets

However, the advantages of booking a tour are extremely high Group travelling is a

very profitable constituent of the business of the travel agent, and tours are the simple

and clear to accommodate these groups The rate of commission is higher for group

travel, and the returns are also very high

By having a good focus on your area one can have a specialization in one area One

can have focus on particular places, like Italy, Brazil, or China Moreover special trips

like African Safaris or Scuba Diving vacations can be organized By the help of tour

operators you without any problems set up yourself as a specialist on one area of

travel

Tour operators have a unique association prospect for travel agents If you have a

good personal rapport with numerous companies, you can start to make to order trips

for your customers These customers will be happy with the service you provide them

during their tour

2.3.2 Types of Tours

Many tourists like to go to independent travel, mainly when going on a worldwide trip

where the currency, language, and transportation systems are difficult Tourists

booking a tour often pass on to travel agents for assistance If you are a good travel

agent you must be able to answer all the queries of the tourist about the tour, tour

types, group sizes, and travel styles All tour companies are dissimilar each company

caters to its own market It is the duty of the travel agent to ensure your clients is on

the trip that he wanted or that fits his needs

You should ask your client what they want to get out of the experience Some tourist

wants more freedom and flexibility during their trip, while some tourists want the trip

to be pre-planned and without any hassles A travel agent must know about the niche

tours, like those that focus on history, food, or music These tours grow in fame and

will give the clients a more comprehensive knowledge at a particular part of a culture

These tours are more special and more personalized that your customer will greatly

value

Another important factor is group size, when selecting a particular tour Small trips

are more personalized, but many times are more costly Considering age groups when

selecting a tour is also very important Some companies, like Contiki, focus on a

younger people These tours focus on partying and socializing

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Trips that do not involve heavy walking are being preferred by the old people

2.3.3 Choosing an Expertise

You bill yourself as an expert, if you are a travel agent As we know that the world is

a big place so if you want to give your customer a good tour you should have an expertise in a particular area Many travel agents take a particular place as their expertise When choosing a place, you should consider the place where you actually locally live You should have knowledge of what you opponent is offering For example if there are many companies that focus on Dubai than you should not focus

on that

Those travel agencies could have a sound established name and customers that you might face problem in competing with You should always consider the area in which you have a good interest If you have spent a major amount of time in one place then you should be OK with that Travel demand is also significant so look at travel trends

in current time If there is a place in which is popular, then will help you and you should have expertise in that region You should also give importance to the political stability in that region, as this can have a remarkable impact of upcoming travel and your business

2.3.4 Marketing Yourself

Once you have developed a particular specialisation, you can start selling your services Schools, churches and businesses are popular sources of group travel By actively becoming a part of church activities you can become a recognisable face that people feel they can trust Also think giving referral incentives

2.4 PERCEPTION OF THE TOURISM WORLDWIDE

2.4.1 Tourism Perspective

The term tourist is believed to have been derived from the Latin word ‘TORNUS’ which means a tool, a circle or a turner’s wheel In the sense of the word of the origin, tourist is a person who undertakes a circular trip, i.e., ultimately comes back to the place from where he sets about his journey

The simple word travel, defined as "the act of moving" by most dictionaries, has a different definition within the context of tourism industry For the purpose of this book, travel is defined as "the act of moving outside one's community for business or pleasure but not for commuting or traveling to or from work or school" (Gee, Makens,

& Choy, 1989, p 12) With respect to travel as an industry, there must also be the creation of economic value resulting from the travel activity

Understanding fundamental definitions and concepts used within the context of the travel and tourism industry provides an essential framework from which most discussions on the industry are based Because of tourism's intangible nature, common definitions of terminology benefit the industry in a number of ways

Standardised definitions help insure that all parties are speaking about the same term

or concept with little or no room for variables This essential for tourism developers and executives from different regions or countries when they discuss travel and tourism matters

In addition, having standardised definitions enables planners to use comparable data

in which to make more informed business decisions Exact definitions, however, cannot be taken for granted For the first half of the 20th century, tourism visitor arrivals were barely recorded by many countries and, when they were recorded, methods varied by countries It was not possible to effectively compare the total

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number of visitors from one country to another which defined visitors differently,

usually counting arriving foreign passport-holding individuals

Finally, having standardized definitions enables tourism researchers to make

scientifically valid assumptions about the tourism industry This becomes increasingly

important as travel and tourism researchers continue to enlighten public policy makers

and private industry executives about the extraordinary role tourism plays-in the

worlds overall economy As a relatively new academic discipline, the tourism field

lacks the depth of research found in other forms of commerce As standardized

definitions become more accepted, researchers will have an easier time collecting

comparable data and performing meaningful tourism studies

Based on the various definitions of a Tourist here are some of the characteristics of a

Tourist:

z He takes up his journey of his own free will

z He takes up the journey primarily in search of enjoyment

z The money spent on the visit is the money derived from home, not

z Money earned in the places of visit

z He finally returns to his original starting point

2.4.2 Global Perspective

The World Tourism Organisation (WTO), the major inter-governmental body

concerned with tourism, has led the way in establishing a set of definitions for general

use In 1991, the WTO and the Government of Canada organized an International

Conference on Travel and Tourism Statistics in Ottawa, Canada which adopted a set

of resolutions and recommendations relating to tourism concepts, definitions, and

classifications The following definitions are based on the WTO definitions and

classifications and explain the various types of visitors:

z Tourism: The activities of persons traveling to and staying in places outside their

usual environment for not more than one consecutive year for leisure, business,

and other purposes

z Tourist: (Overnight visitor) Visitor staying at least one night in a collective or

private accommodation in the place visited

z Same Day Visitor (Excursionists): Visitor who does not spend the night in a

collective or private accommodation in the place visited

z Visitor: Any person travelling to a place other than that of his/her usual

environment for less than 12 consecutive months and whose main purpose of

travel is not to work for pay in the place visited

z Traveller: Any person on a trip between two or more locations (WTO, 1995b,

p 16)

Unfortunately, there is still confusion over these very basic definitions Even within

the same country such as the United States, for example, different states may use

different definitions for data gathering and statistical purposes

2.5 PERCEPTION OF TRAVEL WORLDWIDE

Just as there are different types of visitors, there are different forms and categories of

travel which take place, varying by traveller, destination, and motive for travel, such

as international vs domestic travel, intra-regional vs interregional travel, as well as

inbound vs outbound travel

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2.5.1 International and Domestic Tourism

According to the WTO, international tourism differs from domestic tourism and occurs when the traveller crosses a country's border Not every international traveller

is a visitor, however The traveller is a visitor only if the trip takes him or her outside the usual environment, e.g., workers who cross borders for employment are not considered visitors The interest in international tourism has always been strong, primarily for economic reasons, as this form of tourism plays an important role in trade and monetary flows among nations

Domestic tourism has been overshadowed by the interest in international tourism, for

it was thought initially to have little or no international impact, and statistics on the subject were felt to be a country's own business It has become clear, however, that international and domestic tourism do relate to each other Travellers’ choices change depending on circumstances, and domestic tourism can be substituted for International tourism and vice versa under the influence of external factors, such as relative growth

in real incomes, price differences between countries, and international political conditions Over the past few decades, in many Western countries domestic holidays were largely replaced by outbound holidays, influenced by the rise in living standards and discretionary incomes, while developing countries have seen sharp increases in domestic tourism

Regional Travel

Regions are geographically united subdivisions of a larger area characterized by definitive criteria or frames of reference Three types of regions are used in tourism research The first one refers to geographical location Regions such as "the north" or

"the west," are examples of this type The second type refers to administrative areas, such as "Province X." The third combines criteria referring to location with criteria of

a more physical nature Examples of this type of regions are "the lake district" or "the Pacific Basin." Regions of functional type can also be constructed, such as "urban areas" or "coastal areas” The term interregional travel refers to travel among various regions, whether in regions found within the same province or state, a country, or various regions throughout the world Intra-regional, on the other hand, refers directly

to travel contained within the same defined region, whether domestic or international such as travel between countries of East Asia

Inbound and Outbound Tourism

There are three forms of tourism at any level, in relation to a given area, e.g., domestic region, country, or group of countries:

Domestic tourism, involving residents of the given area travelling (as visitors) only

within that area

Inbound tourism, involving non-residents travelling as visitors in the given area Outbound tourism, involving residents travelling as visitors in an area other than the

given area

If a country is the area of reference, the terms "domestic," "inbound" and "outbound" tourism can be combined in various ways to derive the following categories of tourism:

Internal tourism, which comprises domestic and inbound tourism;

National tourism, which comprises domestic tourism and outbound tourism;

International tourism, which consists of inbound tourism and outbound tourism

To avoid misunderstanding the terms "inbound," "outbound," "domestic," "internal,"

"national “and” international tourism" are generally used with a country as the unit of

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reference However, it should be recognized that there are political subdivisions which

are less than countries and differ from states such as the Commonwealth of Puerto

Rico and the Commonwealth of the Northern Mariana Islands, both part of the United

States (WTO, 1995b, p 27)

2.6 INDIAN PERSPECTIVE

In India we see the origin of the concept of Tourism in Sanskrit Literature It has

given us three terms derived from the root word “Atana” which means going out and

accordingly we have the terms:

z Tirthatana: It means going out and visiting places of religious merit

z Paryatana: It means going out for pleasure and knowledge

z Deshatana: It means going out of the country primarily for economic gains

In simple terms Tourism is the act of travel for the purposes of leisure, pleasure or

business, and the provision of services for this act

There are two important components that make up tourism:

1 The practice of travelling for pleasure

2 The business of providing tours and services for persons travelling

Difference between Travel and Tourism

Though the words Travel and Tourism are synonymies and used interchangeably but

Tourism is a wider concept and encompasses a lot more than travel alone Travel

implies journeys undertaken from one place to another for any purpose including

journeys to work and as a part of employment, as a part of leisure and to take up

residence; whereas Tourism includes the journey to a destination and also the stay at a

destination outside one’s usual place of residence and the activities undertaken for

leisure and recreation

All tourism includes some travel, but not all travel is tourism A person may often

travel for a wide variety of purposes of which tourism is only one However if

properly handled, a part of the travel for non-tourism purposes can be motivated into

travel for tourism as an additional purpose For example a person on a journey as a

part of employment to a place with one or more tourist attractions – like a spot of

scenic beauty or historical significance, a pilgrimage, a lake, etc can be induced to

spare some time and money for a short visit and or stay for tourism purposes alone In

this sense every traveller is a ‘potential’ tourist and is up to the managers of the

industry to tap this ‘potential’ and convert the traveller into an ‘actual’ tourist

2.6.1 Nature/Characteristics of Tourism

The following are the some of the characteristics of the tourism They are:

z Absence of ownership: When you buy a car, the ownership of the car is

transferred to you, but when you hire a taxi you buy the right to be transported to

a predetermined destination at a predetermined price (fare) You neither own the

automobile nor the driver of the vehicle Similarly, hotel rooms, airline tickets,

etc can be used but not owned These services can be bought for consumption but

ownership remains with the provider of the service So, a dance can be enjoyed by

viewing it, but the dancer cannot be owned

z Unstable Demand: Tourism demand is influenced by seasonal, economic political

and others such factors There are certain times of the year which see a greater

demand than others At these times there is a greater strain on services like hotel

bookings, employment, the transport system, etc

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z Intangible: Unlike a tangible product, say, a motor car or refrigerator, no transfer

of ownership of goods is involved in tourism The product here cannot be seen or inspected before its purchase Instead, certain facilities, installations, items of equipment are made available for a specified time and for a specified use For example, a seat in an aero plane is provided only for a specified time

z Psychological: A large component of tourism product is the satisfaction the

consumer derives from its use A tourist acquires experiences while interacting with the new environment and his experiences help to attract and motivate potential customers

z Highly Perishable: A travel agent or tour operator who sells a tourism product

cannot store it Production can only take place if the customer is actually present And once consumption begins, it cannot be stopped, interrupted or modified If the product remains unused, the chances are lost i.e if tourists do not visit a particular place, the opportunity at that time is lost It is due to this reason that heavy discount is offered by hotels and transport generating organisations during off season

z Composite Product: The tourist product cannot be provided by a single enterprise

unlike a manufactured product The tourist product covers the complete experience of a visit to a particular place And many providers contribute to this experience For instance, airline supplies seats, a hotel provides rooms and restaurants, travel agents make bookings for stay and sightseeing, etc

z Fixed supply in the short run: The tourism product unlike a manufactured

product cannot be brought to the consumer; the consumer must go to the product This requires an in-depth study of users’ behaviour, taste preferences, likes and dislikes so that expectations and realities coincide for the maximum satisfaction of the consumer The supply of a tourism product is fixed in the short run and can only be increased in the long run following increased demand patterns

z Heterogeneous: Tourism is not a homogeneous product since it tends to vary in

standard and quality over time, unlike a T.V set or any other manufactured product A package tour or even a flight on an aircraft can’t be consistent at all times The reason is that this product is a service and services are people based Due to this, there is variability in this product All individuals vary and even the same individual may not perform the same every time For instance, all air hostesses cannot provide the same quality of service and even the same air hostess may not perform uniformly in the morning and evening Thus, services cannot be standardized

z Marketable: Tourism product is marketed at two levels At the first level, national

and regional organisations engage in persuading potential tourists to visit the country or a certain region These official tourist organizations first create knowledge of its country in tourist –generating markets and persuade visitors in these markets to visit the country At the second level, the various individual firms providing tourist services, market their own components of the total tourist product to persuade potential tourists to visit that region for which they are responsible

z Risk: The risk involved in the use of a tourism product is heightened since it has

to be purchased before its consumption An element of chance is always present in its consumption Like, a show might not be as entertaining as it promises to be or

a beach holiday might be disappointing due to heavy rain

2.7 IMPORTANCE OF TOURISM

Tourism sector holds immense potential for Indian economy It can provide impetus to other industries through backward and forward linkages and can generate huge

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revenue earnings for the country In the recent 2007-08 budget, the provision for

building tourist infrastructure has been increased from US$ 95.6 million in 2006-07 to

US$ 116.5 million in 2007-08 (Min of Tourism, GOI)

Tourism is no longer looking at it as a leisure activity, but as a major source of

employment The labour capital ratio per million rupee of investment at 1985-86

prices in the tourism sector is 47.5 jobs as against 44.7 jobs in agriculture and 12.6

jobs in case of manufacturing industries (Market plus Report, Min of Tourism)

Tourism is one of the third largest net earners of foreign exchange for the country and

also one of the sectors, which employs the largest number of manpower

In order to develop tourism in India in a systematic manner, position it as a major

engine of economic growth and to harness it’s direct and multiplier effects for

employment and poverty eradication in an environmentally sustainable manner the

state and central governments formulated several policies But it continues to suffer

from lack of consistent and comprehensive policy While little effort has been made to

tap the potential of the tourism sector over the last few decades, the central tourism

ministry is formulating policies to facilitate private investments through public private

partnership and focus on development of this sector

India is rated among the top five travel destinations in the world according to Lonely

Planet ABTA magazine rates India as the most preferred destination on earth Indian

tourism is one of the most diverse products on the global scene India has 26 world

heritage sites It is divided into 25 bio-geographic zones and has wide ranging

eco-tourism products Apart from this it has a 6,000 km coastline and dozens of beaches

(WTO 1997) India's great ethnic diversity translates into a wide variety of cuisine and

culture It also has a large number of villages, plantations and adventure locations

The potential of tourism to contribute to development is widely recognized in the

industrialized countries, with tourism playing an increasingly important role and

receiving government support Tourism along with some other activities like financial

services and telecommunications is a major component of economic strategies

Tourism has become a favoured means of addressing the socio-economic problems

facing rural areas on one end, while enhancing development of urban areas on the

other

State whether the following statements are true or false:

1 Tourism along with some other activities like financial services and

telecommunications is a major component of economic strategies

2 India is rated among the top five travel destinations in the world according

to Lonely Planet

3 Tourism is no longer looking at it as a leisure activity, but as a major

source of employment

4 Tourism sector holds immense potential for Indian economy

5 An element of chance is always present in its consumption

2.8 TRAVEL SERVICES

Conventionally, it was believed that a travel agent (TA) does not create a need but

only fulfils an existing need But it is now a reality that a number of TAs not only

creates the need to travel to destinations but give business to hotels, carriers and many

others A TA is an important link between the traveller and the rest How some travel

agencies have grown and benefited from the marketing approach, is being discussed in

this lesson

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The purpose of marketing is to create a customer, to persuade him to purchase your product, in spite of the options open to him to either buy from someone else or not to buy at all It is a well-recognised axiom that the customer pays not for the product, but for the satisfaction he desires To begin with, only the customer knows what would satisfy him Or does he, really? It is, therefore, important to know who the customer

is, or can be; to determine what satisfies him or does not; or, even to change his perspectives and bring around to recognise the possibilities inherent in the offer you are making

Obviously the operative word here is value To qualify, it is the value that the customer receives or perceives he is getting, in exchange for a segment of money or time or choice surrendered by him, which determines the 'decision variable' As a consequence, value for money has become a consumer buzzword as powerful and pervasive as 'brand loyalty' and 'quality'-the latter, no doubt, being an integral part of the value concept

It is axiomatic that the 'decision variable' itself is not a constant To explain, given the same product backed with consistent value, the customer may decide not to buy it, or defer his purchase decision, depending on various factors external to the product—economy, attitudinal, and societal The marketer, in such situations, has to reach out beyond the confidence circle of his own product into larger concentric circles which

he can only hope to control most of the time It is, perhaps, this perception of outer circles and the compulsion to reach out for them which adds true value to his product, particularly in fiercely competitive situations

Fortunately, not only travel agents, but everyone else knows by now of the dramatic attitudinal and societal changes which have come about in India over the last twenty years in matters of business and leisure travel It is no longer considered a luxury, and

certainly not a psychological block, to want to get from 'Point A' to 'Point B' in the

least possible time and in a most pleasurable manner The 'decision variable' has, in the main, become more need driven as the external factors influencing such decisions have weakened and lost their bite

Since most things in life have a price attached to them, the advantages of a potentially large travel market, close at hand, must be placed in the context of constricted marketing opportunities This is neither a paradox nor a contradiction in terms What really has emerged for the trade is a scenario in which the players have to operate with not much to fall back on, in terms of Unique Selling Propositions (UPSs) The seller

of a travel service is not about 'to change the world'—the world has changed! What he

is attempting, really, is to add value to an existing product for influencing the buying decision in his favour

He is conscious all the time that the competitor is selling intrinsically the same product—a flight coupon, a car rental, a passport or visa service, a tour, and so forth What could or does make a difference for him are the peripherals he can add on or, as

is increasingly obvious worldwide, what reductions he can offer to his client from the cost of the service provided, by working as closely as possible

This is not to imply that the travel business is a non-professionalised hit-or-miss operation, working without sophistication and driven by cut-rate deals, made in little offices As a matter of fact, travel is the largest and fastest growing commercial enterprise in the world In India too, the growth patterns are exciting, but more of that later Moreover, technology has given the business a number of powerful operational tools Internally, large scale computerisation of travel agencies has brought about a sense of productivity and efficiency norms – concepts which, in the 'people business', are difficult to formulate and monitor Externally, access to international reservation mega-systems have changed the rules of the travel marketing game by offering remarkable instant options to the airline travellers and hotel guests, and travel agents

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are no longer unfamiliar with the distinct advantages of satellite data links and

electronic mail

The most important point, however, is that are we, in the travel business, marketing or

selling? Are we creating a need or merely fulfilling an existing need? Driven as we are

by the more amorphous elements of personal choice, how do we lend the product a

marketable dimension and how different are we allowed to be from the travel agent

next door? These are aspects which must be viewed in the current and short-future

Indian context

2.8.1 The Indian Scenario

The travel trade in India is about sixty years old, and has received its impetus from the

growth of civil aviation in the country From small beginnings with a few firms like

Thomas Cook, Vensimals, Mercury of the Oberoi's followed a few years later by TCI

and Sita, today it encompasses about 750 travel agencies spread all over the country

Yet, this growth has been random and uncontrolled, manifest by today's trade

syndromes, a serious lack of professionalism, particularly in areas of marketing and

finance, the absence of clear-cut institutional and product definition, competition of

the most pernicious kind, and an inadequate code of ethics

Also, apart from the odd ones out, travel agencies in India have grown around the

expertise, experience and enterprise of single individuals and, so, tend to be highly

personalised These are superior technocrats who have plunged in, armed with

assurances from a small but dedicated clientele, mostly with poor funding and weakly

held beliefs on the workability of modern methods in a market-place, where contacts,

word of mouth publicity and perpetual deal making predominate For instance, how

can one explain the fact that computerisation has been adopted just about a decade

ago, and even then, in the most rudimentary manner? Or that, finance still remains

primarily, a bookkeeping and debt-collection function? Or that the marketing function

is seen as an exercise in trade espionage, sweet-dealing the clients, wheeling-dealing

and pumping in sales volumes at any cost or consequence?

The biggest problem a travel service marketer faces is determining what to sell and to

whom As an agent there is not much he can do about the activities of his principals,

or those on whom he must depend: be they airlines or shipping companies,

government or foreign embassies, local transport operators or their agents abroad

Thus, the need is to be both circumspect and selective Overpromising and

under-delivering a service can lead to loss of money and loss of a client; and, in a

trade which is as insular as the travel trade, the ripple effect is disastrous Ironically,

the Indian travel agent constantly gambles on these imponderables because he

believes he is safer off in familiar territory, as opposed to offering products he is not

comfortable with

2.8.2 Players: Competition

Situational, the Indian travel agent finds himself caught in the cause and effect fallout

of unplanned and non-regulated growth He is forced to compete not only with fellow

agents, but with other players in the Held like general sales agents and passenger sales

agents Initially, these firms were appointed by certain airlines to sell their capacities

in areas where no IATA approved travel agent existed, at commission percentages

higher than what the travel agent earned First at a slow pace, but later with gathering

momentum, GSAs and PSAs have 'crossed the borders' and it is not unusual to find,

particularly in our metro cities, the airline, its GSA or PSA and IATA approved

travel agents operating next door to each other, and often running after the same

client! Furthermore, cases of airlines competing against their own agents for a plum

account are not difficult to find

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In the highly price sensitive travel trade, the IATA approved travel agent is at a serious disadvantage; because every other client is primarily concerned with neutralising the effects of steeply increasing air fares on his travel budget and he is forced to offer discounts from his earnings just to stay in the game

Within the travel fraternity itself, at least five classifications have emerged; the IATA agent offering a wide clutch of services on a multi-locational basis; the single location agent; the corporation promoted 'in-house' agency; the 'consolidator' who buys business for cash on a heavily discounted basis; the non-IATA 'Mom and Pop Shop' who have no airline ticket stocks or service back-ups and exist by pulling in clients literally from the pavements for IATA agents in exchange for a small sub-agency commission Add to these the firms which specialise only in visa or passport work on the side, and the usual assortment of free lancers and touts The IATA approved travel agent must find his way through this maze of options and enticements to reach his prospective client

2.8.3 Travel Services Marketing

The quality, reach, and ultimate success of the marketing activity in a travel agency depends on how clearly the marketer has understood the service levels his firm can deliver, and how accurately he assesses the factors which make his firm stand out from competition To arrive at such level of clarity and accuracy, he will have to measure his firm's potential and performance against the generic and specific factors which contribute to the success of a travel services operation

Whilst a distinction has been made between the generic and the specific, it must be understood that the factors are not insular; there is both an overlapping and an interlocking into one another Moreover, there are some functional relationships between them, particularly in terms of cause and effect

This is not a priority listing and each factor assumes importance at a particular point in time or amidst a specific scenario However, everything should finally progress into credibility and confidence

Seven Cs of Travel Services Marketing

Credibility and Confidence: These are the strongest allies a travel agent can have in

the market-place Qualitatively, selling travel services is a complex business, not only due to convoluted fare structures, a lot of regulations to be complied with, involved itinerary planning and so forth, but to a great extent due to the fact that the agent has little control over the end product he offers An aircraft may get delayed, or not take off at all, leading to a missed connection; a visa or passport may be refused and there

is almost nothing you can do about it in a hurry; a hired car may fail to turn up, or a hired coach may break down miles from anywhere; a hotel may not have a pre-booked room ready for your client; your client's air cargo may be shut out at the last moment;

a tour can start with delay and misunderstandings and even end in a fiasco Each of these primary services are organised by you from principals; no principal is answerable to you and only a few choose to commiserate with you On the other hand,

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since the client rarely interacts with the principals, you are inevitably answerable to

him

These traumas are what a travel agent has to frequently live through and a good agent

develops techniques and plans to safeguard his client and himself How well he does

reflect the credibility and the confidence level he is able to generate and sustain in the

market Word does tend to get around and if the marketer, in pitching for new

business, can demonstrate these qualities backed with data and facts, he can

manoeuvre his agency into a position of strength Even so, we, in the Indian

market-place, are lucky because loyalties die hard here, unlike in the West where

credibility is subjected to constant testing and analysis But with business perspectives

becoming increasingly bottom-line and pressure oriented, things are changing The

marketing professional must realise this and search for credibility and confidence

advantages for his agency

Competence and Clout: Listing competence as a marketing advantage may be

resorting to a tautology Nevertheless, the qualities a travel agent possesses in terms of

high job specific skills and professional staff strength set him apart from the

run-of-the-mill agent and help in promoting client confidence Here, competence is

related to technical excellence more than to street smart 'mister fix it' labels There

will be enough opportunity to demonstrate the latter when things need to get done out

of turn by bending rules, but to begin with, an agency's prime strength lies in how well

the technicalities of the trade are handled by its staff and managers Competence,

therefore, is a function of superior staff, strong supervision, effective systems and

controls and diverse experience culled from the trade The marketer who can assert,

based on a proven track record, that his firm knows all the options and can deliver the

best one to the client, or has the talent to anticipate problems before they arise, is

bargaining from a position of strength

Clout, of course, can be applied when, in spite of having pressed all the buttons, the

machinery remains immobile Given the multiplicity of operational systems laid out

by a number of principals, anything could go wrong—cancellations, delays, tariff

revisions If the marketer perceives the efficacy of his agency's contacts within the

confines of offices that matter, he must project this strongly to his prospective client

He should, however, avoid overkill; contacts remain productive only if they are

handled judiciously

Consistency: This is another important factor which the marketer must exploit to the

firm's advantage It is far easier to maintain consistency of quality while selling goods

which can be produced to DIN or BS or ISI specifications than when you are selling

services which do not conform to tangible parameters and have a perceptual bias

As a matter of fact, it is this bias which determines the vital 'decision variable' which

was discussed earlier Consistency, however, is easy to comprehend, but not as easy to

sustain particularly, "when you are marching in someone else's parade." The travel

service marketer, in view of competitive pressures, tends to pitch at the highest

promise levels every time to the client This practice is undesirable and one should see

very objectively on what the agency can do, time after time The service performance

must not read like the ECG of someone with a systolic problem, nor should it be a

flat-liner It is important to learn how to say 'no' at times and play safe It pays in the

long run to consistently deliver good levels of service than be a 'one shot wonder'

Customisation and Care: If an agency is still arguing about what has been discussed,

remember that the negative fallout of saying 'no' to a client can be neutralised if, as the

marketer, one is prepared to approach each client as someone who has special needs,

even if they are not obvious

The travel service marketer is rarely selling a branded product There is no airline that

everyone always likes or dislikes; there is no best airport in the world where your

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client wants to get stuck in for hours; there is no ideal stopover or routing Each client has a special perspective and he wants a travel agency which can assure him that it understands this well

Small and medium sized agencies have gainfully employed this factor in their selling and servicing, perhaps due to low volumes that they handle which help a one-to-one relationship with their clients It is the larger travel agencies which suffer in comparison

For example, Mercury Travels, which is one of the top three in the country, has a client base of over 500 companies The problem of providing each passenger, which could be say 1000 travellers a month on international flights alone, with highly customised treatment, is acute Just to keep track of their travel related data is no small task Until a satisfactory answer to this can be found, high volume agencies will have

to create a special sales and servicing cell, and then allocate perhaps 5 to 10 clients per staff on a dedicated basis But, as is obvious, this adds not only to staff costs, but also

to pernicious in-house squabbling, when each group member pushes for emergency attention from the ticketing counter staff Ideally, large agencies should find the resources to create dedicated cells comprising one staff each drawn from domestic ticketing, international ticketing, sales and servicing and documentation departments, who deal with just their 'own' clients But such a nuclear configuration may not always be possible

Large agents in America and Europe are highly computerised, both in-house as well

as being subscribers to mega-computerised reservation systems like Sabre, Galileo, Amadeus and so forth We, in India, are far behind till now Indian travel agencies are far behind At Mercury Travel the focus, therefore, has been to bring about quantum changes in in-house computerisation to go completely online This will also help in building up a comprehensive travel profile of each of the customers of Mercury Travels Whilst waiting for this upgradation to come about, marketers must sell services on the premise that every passenger will receive personalised treatment, and ensure that his or her commitment to the client is backed up by strong operational support The silver lining in this situation for a large agency is that, with years of handling a wide span of customer needs, agency staff is conditioned to expect complications and provide quick, effective, cost-saving solutions which are really what the client is looking for, to begin with

Customisation is pointless without care First, the marketer must assert that his agency cares about your particular needs and is prepared to put his money where his mouth is Secondly, that his agency takes more than adequate care in planning your travel details and follows through till departure It is generally believed that if a client is convinced that adequate care has been taken at the planning stage and all that needs to

be done has been done, he tends not to hold the agency responsible for the problems and frustrations which may befall him later A client can be a business person, a corporate manager, a government official, a self-employed professional, with whom the travel service marketer can strike the empathy chord

2.8.4 Other Marketing Challenges

There are a number of specific factors which can be used to great advantage in marketing a travel service within the distinctive scenario that exists in India These factors are:

z Low general awareness

z Intense competition

z Poor infrastructure

z Lack of control

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The Indian traveller, having truly come of age in the last decade or so, is ironically, by

and large, still ignorant of all that a travel agency can do for him in terms of servicing,

obtaining the best deals for him from the airlines and hotels, the various meet and

assist services which are available at airports in India and abroad, the most

inexpensive methods of transportation, time saving and so on

On the other hand, the market is intensively competitive, with an increasing number of

players running after the same client groups Even if 01% of our 880 million travel

(at 8,00,000 travellers), our country has immense potential It is reasonable to estimate

that just about 10% of this potential is tapped On the other hand, the number of travel

agents have increased fifty-fold in the last two or three decades To paraphrase

Winston Churchill, never have so few expected so much of so many! Travel services

are overwhelmingly concentrated in the metros and their environs—few travel agents

have been intrepid enough to invest time and effort in opening up the vast and affluent

hinterland This manifests itself in growing and intensive competition

The tools that the travel agent has to work with are at best, primitive, and at worst,

non-existent In-house computerisation levels in the trade are very low because given

the abysmal margins available to the agent, he fights shy of all investment that cannot

guarantee instant returns Additionally, the agent is familiar with mega-reservation

systems only through the pages of foreign trade journals On the other hand, the

available domestic service infrastructure from our telephone systems to airplanes can

keep anyone guessing and missing

Finally, as explained earlier, the travel trade in India is not regulated by a charter or by

a strict ethical code IATA norms, save for financial guarantees, are loosely operated

both in terms of licensing and monitoring The premier travel trade body, the Travel

Agents Association of India is constituted by preference and has no statutory control

over its members which constitute about half of all IATA recognised agents in the

country Thus grab-as-grab-can is the name of the game The operational ethics of

many travel agents border on malpractice Price, and not service, has become the

prime mover in the market

Value Add-ons in a Travel Agency

z A tie-up with a credit card company for rupee payment in India, and a hotel

reservation system

z A tie-up with authorised dealer in foreign exchange to secure the benefits of quick

processing at minimum cost

z To possess a full-fledged money changers licence and work as a one-stop shop

z To introduce a Privilege Travellers Club which can give the frequent traveller

benefits? This could take the form of complimentary meet and assist services of

free tickets, or even an all-expense paid holiday

z Computerised reminder service on visas and passports and e', en on the highlights

of previous journeys

The art of service recovery is also a very powerful tool in the hands of the travel

marketer As we have seen, a travel agent is horribly prone to the more deadlier

aspects of Murphy's law, being subject to the fallout from its own and others’ errors of

omission and commission It capitalises on and gets mileage from adversity

Instances of a group being bumped off a flight and taken straight by a travel agent to a

restaurant for a five-star dinner or his picking up the tab for an aborted flight

connection or offering a complimentary trip to Agra when the usual transport fails to

report, are not uncommon A leading hotel chain in America asserts that if 'Room

Service' takes more than 10 minutes the service is complimentary If the marketer is in

a position to commit such quid pro quos, he should use it to his advantage

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As far as discounts, credit and complimentary service in general are concerned, the agency policies must be clearly defined The marketer must make the initial pitch by forcefully highlighting such benefits, keeping in mind what the competition has to offer He must be prepared for counter demands from the prospective client and be flexible enough, as dictated by circumstance Compulsions of high volumes and prestige play an important role here In securing a large bank's travel business, higher discounts and longer credits than are usually offered by his agency may be justified if there is a strong chance of the goodwill rubbing off on to the Bank's commercial clientele, who may then swing their travel business towards that agency Offering special terms to powerful trade bodies and associations may also pay off in a similar manner

It is considered both ethical as well sound business policy to check out the prospective client's record with the earlier agency – why is he leaving them? An independent financial review and rating helps

On the other hand, the marketer, reviewing a client's past performance, must take into account sales volumes and payment record In re-negotiating contracts, one of the prime considerations is whether it has been a profitable relationship for both the parties

Look through any newspaper or magazine and you will observe that the advertising of services in this country constitutes an infinitesimal segment of the total amount spent

on product advertising This is a ridiculous situation because, obviously, it is the former which is more nebulous in its perceived benefits and therefore needs to be more positively projected at the potential market Travel agents stop at the occasional cocktail party or PR base—with the guest list being generally restricted to existing or past clients There is an agent who has an annual party for over a thousand people at a football stadium, comprising past and present travellers with them! What little advertising there is limited to specific launches — an outbound tour programme, or the opening of a new location

The concept of producing an effective corporate brochure, or a sales kit, is important;

it can form the basis of the marketer’s initial sales pitch Similarly, in going for a very large account, it may be worthwhile to invest in an audio-visual presentation For instance, once a very prestigious Bangalore based client called for an AV presentation and Mercury Travels won the account on the strength of its AV presentation Newspaper and magazine advertising, leave alone TV, is very expensive and must be judiciously used

In the main, the successful travel service marketer must be convinced that effective institutional advertising which forcefully imprints the agency's product in the public mind, is essential There are hundreds of potential clients out there who must be told what you can offer them

2.9 STATE TOURIST ORGANISATION

The STO is the body accountable for the formation and execution of national tourist policy It is the appropriate agency and instrument for the implementation of the responsibilities for the direction, control, and endorsement of tourism All countries which are dealing in tourism formulated a state tourist organisation which plays a most important role in both the formulation as well as the accomplishment of the Government’s tourism programme These organizations are also accountable for coordinating the special actions of all the bodies involved in the development of the tourism There is on the other hand no fix method as to what make the most acceptable constitutional deals for the state tourism In some countries, tourism ranks

as a full ministry and the Minister enjoys a cabinet rank An additional arrangement in

a lot of countries for tourism is to share a Minister with other departments like

Tiêu đề	Introduction to Principles of Travel and Tourism Operations and Aviation Safety
Tác giả	V V Prasad
Trường học	Bharathiar University
Chuyên ngành	Travel and Tourism Operations and Aviation Safety
Thể loại	lecture notes
Năm xuất bản	2014
Thành phố	Coimbatore

Định dạng
Số trang	188
Dung lượng	1,98 MB

Introduction to principles of Travel and tourism operations and Aviation safety

TYPES OF GUEST ROOMS AND ACCOMMODATION

AVIATION – A NATIONAL SECURITY ASSET