LECTURE 3
CHAPTER THREE
INFORMATION TECHNOLOGY IN TRAVEL
AND TOURISM
Chapter Outline
• Introduction
• Impact of Information Technology on the
Travel and Tourism Business
• Impact of Information Technology on
Consumers
• Introduction of Computerized Reservation
Systems (CRSs)
• Information is the lifeblood of the travel industry,
because it connects together travelers, travel
intermediaries and travel suppliers
• Travelers seek information before going on a trip;
to help them plan and choose between options.
• characteristics of the tourism product;
✓ its intangibility,
✓complexity
✓ interdependence.
✓ consumers cannot pre-test the product and must
travel in order to experience what they are buying
Printed materials information technology
Costly Cost reduction
time consuming allow short notice changes
labor intensive interaction with customers
larger accessibility
IT increases efficiency + effectiveness of
tourism industry:
➢higher productivity,
➢ more control,
➢ increased service quality ,
➢ increased customer satisfaction levels
INDUSTRIAL ELECTRIC DIGITAL FOURTH
PERFORMANCE
REVOLUTION REVOLUTION REVOLUTION REVOLUTION
Artificial
Intelligenc
e
Digital
Networks
Electronics
Electricity
Steam Power
Mechanization
1780 1840 1900 1950 1990 2020 TIME
FIGURE 2.2 Waves of IT Adoption
Source: Perez (2002)
Applications of IT in Tourism
–Aviation
–Travel intermediaries
–Hospitality
–Attractions, events and entertainment
–Destinations
–Travelers
Key IT systems used by airlines
AIRLINE RESERVATION SYSTEM DECISION SUPPORT SYSTEMS
DEPARTURE SYSTEMS
Schedules & Availability Fleet Management
Departure Control System
Fare Quotes & Rules Schedule Optimization
Gate Control
Passenger Information Revenue Management
Flight Dispatch
Ticketing Flight Operations Systems
MARKETING & CRM SYSTEMS TRAVEL INTERMEDIARIES GLOBAL DISTRIBUTION SYSTEM
Direct Bookings Traditional Agents & OTAs Availability: Schedules
Loyalty Programs Travel Management Companies Pricing: Fare Quotes & Rules
Customer Service Tour Operators & Wholesalers Distribution: Booking & Ticketing
TRAVELLERS IN FLIGHT TECHNOLOGIES
Business & Leisure Entertainment
Groups Communications
Frequent Flyers Crew Support Systems
1. Airline Reservation Systems
1. Flight schedules and availability: availability display
2. Fare quotes and rules: fare quote system, fare rules,
cabin classes, booking codes, fare basis code
3. Passenger information: passenger name record,
record locator, special service requests
4. Electronic ticketing: e-ticket, boarding pass
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2. DECISION SUPPORT SYSTEMS
a. Fleet Management Systems
Fleet
Maintenance
Fleet
Assignment
Fleet Acquisition
b. Flight Scheduling Systems
• Scheduling systems must be able to handle:
– Route Network
– Passenger Demand
– Aircraft Type
– Human Resources
– Environmental & Safety Regulations
– Airport Restrictions
– Emergency Planning
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c. Revenue Management Systems (RMS)
Historical data
Forecasting
Modeling
Decision support
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3. Departure Control Systems (DCS)
- Check in – Denied Boarding
– Boarding passes – No shows and
– Seat Allocation Standby
– Checked Baggage Passengers
– Load Control – Interline
– Passenger Connections
Identification
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4. In-flight Technologies
• Passengers
– In flight entertainment (IFE) system
– Geographic information system (GIS)
– Communication systems
Crew
– Tablets
– Navigation, communication and flight logs
– Point-of-sale devices
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5. Environmental Management Systems
(EMS)
Noise
Reduction
Carbon
Energy Use Emission
Reduction
Environmental Technology
Water Quality
Monitoring Applications
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Stages of the Passenger Journey
ORIGIN AIRPORT TRANSIT DESTINATION
Pre- Pre-
Check in Security Boarding Stopover Arrival
arrival boarding
Examples of some IS used during the stages of
the passenger journey
a. Check in Options
–Online check-in
–Self-service kiosks
–Auto check in using
geofencing and
smartphones
–Check in counters
easyJet were the first European airline to utilise geofencing
technology in their app when they implemented it at
Gatwick Airport. Airport information is aggregated and
delivered to customers via a push notification in the app,
giving information such as gate and baggage claim
information when they land at the airport. Geofencing
technology is being used to guide easyJet travelers through
the airport at different stages of their journey.
b. IS in Security Scanning
X-ray
Confirming traveler Body
baggage
identity screening
screening
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c. Pre-boarding technologies
– Flight information display systems (FIDS)
– WiFi hotspots
– Mobile apps (e.g. airport navigation)
– Business intelligence tools
– Point-of-sale (POS) systems
– Alerts and notifications
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d. Arrival
– Immigration databases (e.g. ‘No Fly List’)
– e-passports
– Scanners and cameras
– Passenger Identification: biometrics systems
and future systems that will analyze walking
steps, body language, heart rhythms or DNA
profiles to identify passengers
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e- Baggage and Cargo Handling
• Baggage handling systems (BHSs)
– Bag tags with optical bar codes
– Conveyer belts and robotic systems for sorting
– Baggage tracking systems (e.g. Bagtrac)
– Lost baggage systems (e.g. World Tracer)
– Self-service bag drops
– RFID bag tags and chips in luggage
f- Safety and Security Systems
– Communications Systems
– Navigation Systems
– Surveillance Systems
– Flight and Weather Information Systems
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