Air travel: at the airport

An airport is a place where aeroplanes and all other kinds of aircraft take off and land. A large airport
with many planes taking off and landing may
be called an air terminal. The airside areas, accessible only to passengers with boarding cards or
airport personnel, include runways where aircraft take off and land, taxiways where the aircraft move
from one place to another on the ground, and aprons where aircraft are parked, loaded or unloaded,
and refuelled.
The control tower is the nerve centre of the airport. Control tower operators use radio, radar, signal
lights and special instruments to direct aeroplane traffic on the ground and in the air near the airport.
The terminal building is full of busy people because air travel has become increasingly more
comfortable and affordable. At the airport check-in each passenger is required to present his/her
boarding pass and identification card or passport. Airline workers check passengers and cargo.
What passengers do at the airport:
First passengers go to the check-in desk where their baggage is weighed and an airline worker
checks their tickets and gives them a boarding card for the plane with their seat number on it.
Then they go through passport control and into the departure lounge. There, they can buy things in
the duty-free shop. About half an hour or forty minutes before take-off, they are told to go to a gate
number where they wait before they get on the plane. When they board the plane they find their seats.
When the plane lands, they get off the plane, walk through the terminal building and go to the
baggage reclaim where they collect their luggage.
Then they pass through customs (green = nothing to declare; red = goods to declare; blue = EU
citizens).

Airlines and flights

Airlines & the IATA
An airline (also called a carrier) is an organisation that provides air transport services for passengers
or cargo. Airlines vary from those with a single aircraft carrying mail or cargo, to full-service
international airlines operating hundreds of aircraft, recognised with
an air operating certificate issued by a governmental aviation body.
Over 70 years ago a group of airlines created the International Air Transport Association (IATA).
Today, the IATA represents some 280 airlines comprising 83% of the world's air traffic. The IATA sets
standards in many areas of the business from ticketing to baggage, making it possible for passengers
to travel from one place to another using two or more airlines. It also leads a number of industry
initiatives involving safety, security and the environment and strives to improve the quality of air travel.
The IATA accredits over 100,000 travel agents worldwide to ensure they provide the quality of service
that airlines and their clients expect.

Airline hubs
Airlines sometimes use certain airports as gateways to multiple destinations; these are called hubs.
Often, the travellers' final destination is not served by a direct flight from their departing airport.
Airlines take passengers to their hub, where the passengers are transferred onto their connecting
flight to complete the final leg of their trip. Some airlines may only use a single hub, while other
airlines use multiple hubs.
Hubs are used for both passenger flights and cargo flights.
The main airline classes are:
>Economy class: Most airline passengers travel in this class, which is also known as 'coach class' in
American English. Here the seats and food service are standard.
>Premium economy class: This consists of the first few rows of the economy class. The seats are
slightly wider and there is a bit more leg room.
>Business class: Passengers usually pay a lot of money for their seat. The seats have plenty of leg
room, and the food and drinks are usually of a very high quality.
>First class: Passengers in this class expect a very high standard of comfort and service. They are
boarded first and offered a drink immediately. The seats can be converted into comfortable private
beds.
Types of flights: air travel services are classified into one of the following categories
-Domestic: air travel within a country.
-International scheduled: scheduled flights that operate throughout the year and are given fixed or
'scheduled' departure times. Because scheduled flights run all year round, which means scheduled
fares must be higher to pay for the empty seats.
-International chartered: flights which are not part of a regular service. They are usually cheaper. They
tend to run during certain seasons, for example, in the summer months to the summer sun holiday
destinations or winter months to ski holiday resorts. Many chartered flights are sold as part of a
package holiday in which the price paid includes flight, accommodation and other services.
- Low-cost flights: (also known as no-frills, discount or budget flight) is a flight that generally has lower
airfares. Low-cost airlines such as easyJet and Ryanair have grown at the expense of the traditional
national carriers. They can cut prices by having reduced staff, not serving meals, operating from
secondary airports and not having a business or first class. There is also the possibility of having
vertical seats to stand on short-distance flights.
-Non-stop, direct and connecting flights: flights can also be classified as
>A non-stop flight: flies from one airport to another without stopping.
>Direct flights: make at least one intermediate stop to reach their final destination but have only one
flight number.
>Connecting flights: take at least two different planes with two different flight numbers to reach their
final destinations.

Booking an e-ticket
In the past, when you booked a flight, you had to go to a travel agent or to stand in line at a ticket
counter. With the Internet the business of online airline ticket sales has boomed. Just place your order
online or over the phone and you are in the airline's system. When you book a flight on the Internet
you can follow this procedure:
>click on the appropriate airline, select your country and airport and then find flights. >choose your
dates of departure and arrival.
>complete your airline order with your details, make the payment by credit card and select the
'e-ticket' as the delivery option. You will be sent an email confirmation of your flight. Take note of the
terminal and gate number. When you arrive at the airport, go to a check-in desk located near the main
ticket counter. There are usually two separate lines for people who have e-tickets and those who have
regular tickets. Some airlines ask you to print your boarding pass at check-in, others such as AirT, for
example, require passengers to check-in online from 15 days to 4 hours prior to the scheduled
departure.

GDS
a primary computerised reservation system for travel agents, stands for global distribution system,
also known as ARS (Automated Reservation System) or CRS (computerised reservation system). Is a
database capable of storing and updating a huge amount of information about the supply of a wide
range of tourism products worldwide. Was developed to help travel agents to get flight schedule
availability and prices and to book flight tickets, but later it was extended to provide airline
reservations, hotel rooms, car rentals and complete travel packages. Today, GDS systems are
becoming increasingly sophisticated. They help independent travel agents. GDS systems have
become intermediaries between travel product suppliers and travel retailers who sell tickets to the
final consumer.
The major GDS systems are:
>SABRE (Semi-automated Business Research Environment) is a joint venture between American
Airlines and IBM which started in 1960. In 1970 SABRE began to be installed in travel agencies.
American and Sabre separated on 15 March 2000. When a new corporation was formed, Sabre
changed from the acronym SABRE to Sabre Holdings. Now more than 425,000 travel agencies use
Sabre Holdings GDS to book products from 400 airlines, 175,000 hotels, 50 railways, 27 car rental
brands and 17 cruise lines.
>AMADEUS is a GDS that, besides booking airline reservations, is also used for booking train travel,
cruises, car rentals and hotel rooms. It was started in 1987 by Air France, Iberia, Lufthansa and SAS
in order to create a European GDS. In 1989, seven more airlines joined Amadeus. It is now the
largest leisure package distributor in the world.
>GALILEO is a GDS owned by the Travelport company.
It originated in 1971 when United Airlines created its first computerised central reservation system
under the name Apollo. Today Galileo is not only used for booking airline reservations but also for
train travel, cruises, car rental and hotel rooms.
>WORLDSPAN was formed in 1990 by Delta Airlines, Northwest Airlines and TWA to operate and sell
its GDS services to travel agencies. It offers worldwide electronic distribution of travel information,
internet products and connectivity, and e-commerce capabilities for travel agencies, travel service
providers and corporations.

Today, global distribution systems allow users to purchase tickets from multiple providers or airlines.
GDSs are also the back end of most internet-based travel services. A GDS can link services, rates
and bookings, consolidating products and services across all three travel sectors: airline reservations,
hotel reservations and car rentals. Even though GDS booking has increased worldwide, some
company observers suggest that GDSs may become obsolete. To avoid this, instead of being a
system used exclusively by travel management companies, GDSs should refine and tailor their
engines to target specific travel interests like corporate or leisure travel. Technology may also produce
new solutions to make data more useful and practical for travel agents, expanding it to cover new
industries. Besides, in this highly competitive market, GDS integration might lead to better global
exposure.

Booking a flight
With the explosion of the Internet, calling the airline reservation desk to book a flight is no longer
common. However, sometimes making an online reservation may be a trying and frustrating
experience, so those customers who want to know exact flight information before booking a flight
choose to reserve their tickets over the phone by contacting a travel agent.

At the check-in desk

Passengers are usually advised to arrive at the airport at least 90 minutes before departure to make
sure they have plenty of time to check in and pass through security. Usually they are allowed 10 kilos,
but if their bags weigh more, they may have to pay extra. The airline representatives check their
tickets and give them a boarding card for the plane with their seat number on it. Then they go through
security and passport control and into the departure lounge.
Each airline has a code passengers are expected to know.
ALITALIA = AZ;
BRITISH AIRWAYS = BA;
AIR FRANCE = AF;
LUFTHANSA = LH.

On-board announcements
Passengers on board are given several announcements from the Captain or the cabin crew. Most of
them are instructions about how to fasten or release seat belts, how to arrange the hand luggage or
practical safety demonstrations.
In-flight drinks service
Offering drinks during the flight is a simple distraction which is sometimes enough to help passengers
feel well.
There are people who are afraid of flying and offering them a warm drink can reassure them.

Letters of complaint and acknowledgement

Letters or emails of complaint should explain clearly what the problem is and list all the relevant facts.
They must be clear and direct, but not offensive. Letters of acknowledgement must be polite and
apologetic. Usually contains:
1.Salutation
2.Reason for complaint
3.Detailed description of the problem and its consequences
4.Request for explanation/ apologies/ compensation
5.Closing
A letter of acknowledgement usually contains:
1.Salutation
2.Acknowledgement of the letter of complaint
3.Explanation
4.Apology and offer of compensation
5.Closing

Rail travel: the “Iron Horse”

Trains carry people, mail, and many of the things we eat and wear.
The train is sometimes familiarly called the 'Iron Horse because the first trains were often pulled by
horses. Rail development started in the 19th century in Britain where the first trains were powered by
steam locomotives and became nice the first great transportation achievement of the machine age.
From the 1910s onwards the steam locomotives began to be replaced by more complex and
expensive diesel locomotives and electric locomotives. Today, cars, trucks, buses and planes
compete with railways as a means of public and private transportation. However, railways still
continue to make up the backbone of the transportation system.
Types of passenger services:
>Rapid transit: the term rapid transit is used for public transport such as commuter trains, metro and
light rail. Large cities often have a metro system, also called the underground, subway or tube.
>Commuter trains: for shorter distances many cities have networks of commuter trains, serving the
city and its suburbs. These short-distance trains are a very efficient mode of transportation to cope
with large traffic demand in a metropolis. Some countries have double-decker passenger trains for
use in conurbations.
>Regional trains: these trains stop at all intermediate stations between cities and serve all line-side
communities. They usually connect towns and cities, rather than purely linking major population hubs
like intercity trains, and serve local traffic demand in relatively rural areas.
>Intercity trains (IC): these trains connect cities in the fastest time possible, by skipping all
intermediate stations.
> High-speed trains: are particularly fast long-distance intercity trains. They often have a restaurant
car and sleeping cars. Among the fastest trains out there are France's TGV (Train à Grande Vitesse,
literally 'high-speed train'), the Eurostar, which connects London to Paris and Brussels with all its
trains traversing the Channel Tunnel between Britain and France, and the Freccia trains connecting
Northern and Southern Italy. Freccia trains offer three separate lines: Frecciarossa, Frecciargento,
Frecciabianca. These trains offer the utmost comfort and safety; they allow passengers to work,
thanks to the electric sockets at the seats and large personal tables, and to relax, thanks to the
comfort of the seats, and quality service from the staff. In most cases, high-speed rail travel is both
time- and cost-competitive with air travel. High-speed trains carry their passengers directly into the
city centre and may complete the entire journey more quickly.
Eurail and Interrail are special passes that can make travelling by train more economical. Eurail
Passes can only be used by non-EU residents. Passengers can buy Eurail Passes up to 11 months in
advance. The Eurail Pass is valid on domestic and international trains. This means that a pass allows
passengers to travel both within and between the countries in which the pass is valid. European
residents can travel with Interrail Passes. These are only for basic trains and are generally not valid
on high-speed trains.

Road travel: coaches, buses and cars

>Buses or coaches are large motor vehicles designed to transport passengers on highways or city
streets, but not on rails. The main types of buses are:
-Local buses that are meant for local service in cities and towns and are designed to transport many
passengers for short distances.
-Intercity buses or coaches which provide the only form of transportation, except for automobiles, for
people travelling to and from thousands of cities and towns around the world. They are heavier than
the local buses and provide storage space for baggage.

Some of the leading coach companies are:

>Eurolines: The brand name Eurolines groups 32 independent coach companies that together
operate Europe's largest regular coach network. This network connects over 600 destinations,
covering the whole of the continent, including Morocco. Its members offer the most competitive fares
with no hidden extras. Sea crossings, travel taxes and road tolls are all included in the price.
>Greyhound Line: Greyhound is North America's main long-distance operator of scheduled intercity
bus transportation services, chartered bus service and, in many terminals, food service. A Greyhound
Discovery Pass offers unlimited travel in the USA and Canada from 7 to 60 days.
>Car rental: tourists can book their cars online and the agency usually provides them at the airports of
the travellers destination. Companies rent cars to their customers for a fee. Car rentals are subject to
many conditions which vary from one company to another. The vehicle must be returned in good
condition and must not exceed a maximum driven distance. otherwise extra fees may be incurred.
Additionally, some companies set a minimum age for the driver, which in some cases is as high as 25,
even in countries where the minimum legal age to hold a driver's licence is much lower. To rent a car
in Italy you must be over 21 (sometimes older) and have held a valid driver's licence for at least a
year.

Water travel
Intercontinental travel in the first half of the 20th century was almost exclusively by ocean-going liner.
Large ships are almost exclusively used for cruises, which have now become a major part of the
tourism industry.
>Ocean liners typically transport passengers from one point to another, rather than on round trips.
>Cruise ships or cruise liners are passenger ships used for pleasure voyages, where the voyage itself
and the ship's amenities are part of the experience, in addition to the different destinations along the
way. A cruise is a package tour made up of a number of components, not only transport and
accommodation, but also entertainment, visits and excursions. A cruise can be by sea or river.
>'fly cruises' and 'cruise and stay. Fly-cruise holidays work just like a standard package cruise holiday.
Holidaymakers fly from a regional airport of their choice and are then met at the other end, and
transferred to the departure port of their cruise ship.
>Cruise and stay are an excellent choice for those who love to cruise but also wish to spend some
time on land. Holidaymakers can spend a week cruising and another week staying in a chosen hotel,
or the other way round.
>Ferries are smaller ships that operate across rivers and other short distances. They are used by
passengers travelling on foot and people travelling by car, motorbike, caravan or any other form of
private transport.
>Hydrofoils are large boats that move over the water at high speed.
Their wing-shaped parts, called 'hydrofoils', lift the hull of the boat out of the water in the same way
that wings lift an aeroplane into the air.
>Hovercrafts, also called air-cushion vehicles, travel over land and water.

Railway passenger service: asking and giving information on timetables, tickets and prices
There are single- or second-class tickets. They can be bought at some travel agencies or at any
station's ticket office.
With intercity trains (IC) we have to book a seat in advance and, as they only stop at major stations,
we must pay a supplement, an additional fee added to the standard ticket.

Booking a ferry
Ferries are used by walk-on passengers and people travelling by car, motorbike, caravan or other
forms of transport. If you want to book a ferry, once you have chosen the route, the price and the
company, you are asked to fill in a ferry reservation form with:
• your full name;
• contact number/email address;
• departure date;
• return date;
• number of people (adults/children 5-15/infants under 5);
• vehicle: make/model;
• accommodation: outward journey (type of cabin);
return journey (type of cabin).

Describing a cruise
A description of a cruise should include an itinerary together with other information. Firstly, the map of
the route and the name of the cruise accompanied by an appealing picture; secondly a short
introduction with the highlights and a summary of the experiences tourists can expect; then a
day-by-day itinerary of the ports of call and their main attractions. Details about accommodation,
dates and prices are also required.

Travel designer
Most agents start working either at travel agencies or at airlines. Those working at airlines acquire a
great experience of the highs and lows of travel and of the rules and the regulation. Most of them
learn to master the skills necessary to quote fares and prices of automated travel reservation thanks
to the CRS (Computer Reservation System) SABRE.
Travel designers are responsible for developing tailor-made travel plans for various types of
customers. They provide for everything from flights, visas to emergency contacts. They can work with
agencies or on their own.
Below are some basic functions of a travel designer.
• Designing tailor-made itineraries for clients.
• Developing marketing strategies to make packages both attractive and affordable.
• Attending social evenst met que clients.
• Completing looking tasks such as colleting payments, booking
different means of transport, sending travel documents, etc.
• Looking for in vative yays to improve the sape process.
• Actively looking for ways to exceed clients’ expectations
• Being available at any time to handle client emergencies.
Here are some basic skills and qualities which a good travel designer is expected to have.
• First and foremost, a passion for travel.
• Being an excellent communicator is a basic skill because written and verbal communication is a
priority.
• Good listening skills coupled with computer skills and understanding the basic function of SABRE
pricing air travel.
• Handling stressful situations, remaining calm and being able to set a client's mind at ease.
• Being positive, enthusiastic and having a good sense of humour.
• Attending social events.