CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM TEACHER’S RESOURCE

Glossary
access  ow people can reach or enter a place. For example, access to an
h
airport is how to reach the airport, and access in an airport is about
entering facilities such as toilets (restrooms) and cafés in the airport
accessibility how easy a destination is to reach
acknowledge the complaint part of handling a complaint. Staff politely let the customer know
that the complaint has been heard and understood
adventure tourism visiting a destination for excitement
à la carte a way in which customers choose food in a restaurant. Customers
order items separately from a menu
all-inclusive resorts or hotels providing a wide range of products and services
at one site. Customers often make just one advance payment
alternative transport sustainable transport. Alternative transport options are transport
choices that are different from traditional options such as buses
or privately owned cars and bicycles. Rental schemes for publicly
shared bicycles and electric scooters are examples of alternative
transport options. Shared bicycle and electric scooter rental
schemes are common in city destinations
ancillary services extra support services. Travel and tourism ancillary services
include tour guiding, car and bicycle hire and currency exchange
appeal to be attractive to
apprenticeships paid jobs. Young people learn skills on the job whilst also
receiving training and a qualification
assets valued things. Assets of the natural environment include wildlife,
landscape features such as waterfalls and the biodiversity of places
like wetlands and coral reefs. Built assets include monuments,
interesting buildings and historic architecture. Natural and built
assets can add to the appeal of destinations
B&B (bed and breakfast) sleeping accommodation (room with bed) and breakfast
beach and coastal destination a destination that has a beach and is on a coastline. Some coastal
destinations are urban destinations. Some beach destinations are
countryside or lake destinations
biodiversity the degree of variation in living things
blogs series of internet posts. For example, some tourists post travel
diaries on social media
body language communication without words. Facial expressions, gestures and
body posture are parts of body language communication
Braille a system of raised or embossed text. Braille enables reading by
touch instead of reading using sight
brand image the impression potential customers have of a product
or organisation
brand loyalty the choice of customers to continue buying the same product from
the same organisation
breakout areas spaces provided in MICE venues. Breakout areas are used by
business tourists to take a break from a meeting

1 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

budget flights s ometimes called no-frills flights; cheaper, low-cost flights.

Budget flight ticket prices do not include some services such as
in-flight food and drink
buffet a way of serving food. Customers serve themselves from food
presented as a display
business cards small cards giving details of a business. Business cards are often
8.5 cm long and 5.5 cm wide. Details on business cards include
the name of the business, the service it offers, when it is open
and how to make contact
business tourist a person who travels for the purpose of work to attend
a meeting, take an incentive trip, attend a conference or
an exhibition
business travel travel for the purpose of work to attend a meeting, take an
incentive trip, attend a conference or an exhibition
carbon footprint the amount of carbon dioxide pollution produced by the
activities of a person or organisation.
carbon neutral describes a vehicle or an activity that reduces carbon emissions
either by reducing them to zero or by balancing them to make
zero. For example, planting trees can absorb the same amount
of carbon that is emitted
carrying capacity the maximum number of visitors a destination or attraction
can welcome without causing environmental damage or
spoiling the tourism experience
charter flight an air flight that is specially organised. Charter flights are not
part of an airline’s timetable or schedule
chef the leader of a restaurant kitchen’s food preparation and
cooking team. In a large kitchen, the head chef works with a
team of assistant chefs
clean-ups  tourist activities involving visitors helping locals to tidy the
environment by removing rubbish
combat climate change to take action against changes in the earth’s climate. Actions
such as producing less pollution are aimed at reducing
climate change
commodification in travel and tourism, when local culture is treated as a product
or commodity to be sold to tourists
community tourism local and indigenous communities invite tourists to visit and
stay in their homes
companies business organisations. Hotel providers are examples of travel
and tourism companies
competition trying to be better than others. Travel and tourism
organisations try to be better than each other at
attracting customers
competitive advantage makes a travel and tourism organisation more attractive than
competitor organisations
complete streets sustainable streets that are easy and safe for everyone.
Complete streets often have bus lanes and cycle lanes
components parts of a package holiday or package tour. Examples of
package components are travel and accommodation
condominium (condo) apartment an apartment that is privately owned. Some condo owners rent
the apartment to tourists for holidays (vacations)
consultation support advice provided to help tourism organisations

2 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

contactless payment a payment made without physical contact between a payment

card and a payment device. Apps are one way to pay contactlessly
coral reef an underwater ecosystem that appeals to tourists. Tourists
dive and snorkel to see coral reefs’ biodiversity. A coral reef is
a coastal natural attraction
creative workshops tourist attractions where tourists can see or share in activities
such as pottery, painting or weaving
cruise a leisure journey, usually on water
cultural homestay a type of community tourism. Tourist customers stay in the
homes of local people and experience indigenous culture
cultural identity the sense of belonging that people have. People like to feel
they belong to a group of people like them
cultural pride when local people are proud of the destination where they
live, and proud of their local heritage, traditions and culture
culture clash conflict between people because of differences in values,
beliefs or way of life
currency exchange changing the cash used in one country into the cash used in
another. For example, an American tourist visiting Paris may
change US dollars into euros
customer base the set of people who use or buy the products of a travel
and tourism organisation. The customer base of a travel and
tourism organisation are types of tourists
customer care policy a plan or set of ideas relating to how staff should deliver
customer service. Travel and tourism organisations decide
how staff should serve customers
customer experience how a customer feels about the customer service they receive.
For example, a restaurant customer may feel that receiving
good, well-served food is a good customer experience
customer service helping customers by providing them with products and services
customer service skills abilities that enable staff to provide good customer service
customer service standards levels of customer service quality. Tourism organisations
try to deliver customer service at high standards. Customer
service standards include sustainability standards. A high
standard of DMC sustainable customer service could include
paperless transactions, recommending sustainable local
providers and sustainable activity options
customised package a package tour organised by a tour operator to provide
for a particular customer’s identified needs. For example, a
customised package for an inbound tourist might include
airport transfer, hotel, restaurant booking and visitor
attraction ticket. Each part of a customised package is
chosen by the tour operator to meet a particular customer’s
needs. Customised packages can also be called tailor-made
packages or bespoke packages
customs long-established ways of behaving. Local and indigenous
destination communities may have traditional customs or
ways of living
day trip when a tourist travels for less than 24 hours
demographics facts about population, including number, age and
disposable income
demographic market segmentation dividing a market into types of people, such as customers of
different ages, genders, ethnicities or levels of disposable income

3 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

demonstration effect  hen the people living in a destination copy the

w
behaviour of visiting tourists
destination the place a tourist visits
destination management company (DMC) a tourism business with local knowledge of a
destination. A DMC provides customers with events,
activities, tours, transport and other services in
the destination
directly employed in travel and tourism, this means having a job in a
travel and tourism organisation
direct marketing providers making products directly attractive to
customers. For example, a tour guide may market
tours to customers face to face. Direct marketing may
also include marketing tours using the tour guide’s
own website or social media page
disposable income the remaining part of income after paying tax and
buying necessities. Disposable income is the money
people have available to spend on luxuries and fun,
such as holidays
distribution channels the ways in which products reach customers.
For example, a tour guide’s guided tour product may
reach customers via a tour operator’s website
domestic tourism a type of tourism where tourists travel within their
country of residence (where they live)
dynamic constantly changing
dynamic packages holiday packages made up of components chosen by
the customer
eco-friendly describes products and behaviours that do little or no
harm to the natural environment
eco-resorts environmentally sustainable, ecotourism resorts
economic impact the effect that travel and tourism has on money
and jobs
economic leakage when money from travel and tourism leaves (or leaks
from) a country
ecosytem the network of links between living things and
the environment
ecotourism visiting a destination to enjoy the natural environment
without causing damage
e-gates automatic electronic gates. E-gates are used in airports
for passport and border control. Tourists go through
e-gates to board aircraft
electric scooter a personal-use scooter. Electric scooters are a sustainable
type of mass personal-use transport. Electric scooters
are available for public use in many destinations
emissions gases that come out of the exhausts of engines.
Engines that use carbon-based fuels such as diesel and
petrol emit carbon dioxide
e-mobility moving using electric vehicles. For example, electric
vehicles are often used in airports to transport people
with mobility difficulties
environmental impact the effects that travel and tourism has on the
environment. Impacts can be positive (good) or
negative (bad)

4 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

existing customers t ourists who already use or buy the products and services of a
travel and tourism organisation
export leakage when destination organisations such as hotels are foreign-owned.
Profits are exported from the destination country
express link a fast transfer (transit) transport service connecting, for example,
an airport and a destination city centre (downtown area)
face-to-face selling part of place in the marketing mix. The customer and provider
are physically in the same place. For example, travel agents sell
products and services to customers face to face. A travel agent is
an example of a place where marketing happens
facilities provisions for the benefit of tourists. Departure lounges, toilets
(restrooms) and prayer rooms are examples of airport facilities
factors reasons that affect how things are and how things change.
Factors can include:
economic factors to do with money
environmental factors to do with nature and climate
health factors to do with people’s health and with disease
political factors to do with how countries are governed and what can happen as
a result
social factors to do with people and communities
technological factors to do with practical science applications and engineering
flexible meeting rooms meeting rooms that can easily be adapted to customers’ needs.
For example, furniture can easily be moved in flexible meeting
rooms. Moving the furniture may adapt a meeting room to
customers’ needs. For example, the number of chairs and the
arrangement of tables and chairs can be changed
flyer a one-page piece of promotional material that can be used to
market a tourism event
focus groups small discussion groups. Small groups of customers discuss
products and services provided by a travel and tourism
organisation. Focus groups are a type of primary market research.
Focus groups are an example of qualitative market research
game drive a drive in an open 4x4 vehicle to view wildlife in its natural habitat
gateway an entry point to a destination. Examples of gateways include
airports, railway stations and arrival towns
GDP (gross domestic product) the total value of all goods and services produced in a country in
a year
gluten-free foods food items not containing gluten. Gluten is a protein found in
cereals such as wheat
gondola a traditional boat used by tourists in the city destination of
Venice in Italy
goods tangible objects that you can touch and store
Green Destination a status awarded by the Green Destinations Foundation.
A Green Destination is:
• G enuine in supporting local culture and tradition
• R esponsible and respectful towards other people
• E conomically sustainable
• E co-friendly
• N ature-friendly by conserving scenery, animal habitats and wildlife

5 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

greening  aking something environmentally sustainable

m
grey market the set of travel and tourism customers who are older, senior
citizens or retired people
guest house accommodation on a small scale, such as in a house
handle complaints respond to complaints. Travel and tourism staff handle
customer complaints
hearing loop a wireless sound system used to help people who have a hearing
aid. Hearing loops help people who have a hearing aid to hear
announcements more clearly
hidden disability reduced mobility for reasons that other people may not
see immediately. Hidden disabilities include learning
difficulties, mental health problems and speech, visual or
hearing impairments
homestay holidays holidays involving tourists staying in local people’s houses
host city a city where a major event is happening
host community a destination’s local people
hostel  a basic type of accommodation. Hostels often have shared
sleeping accommodation such as dormitories
hotel a place where tourists can pay to stay. A hotel will provide meals,
room cleaning and other services
hub airport an airport with flights and transport to other places. Tourists
arriving at a hub airport can travel to other cities or countries
hubs places where tourists change from one type of transport
to another
human–nature connections links between people and the environment. MICE venues
increasingly provide human–nature connections. These
connections provided by MICE venues include planted outdoor
spaces, natural light and fresh air. Good human–nature
connections are part of good customer service
ICT (information and the range of computer and other electronic devices, such as
communication technology) smartphones, used to store and send information
import leakage when tourists are supplied with goods, such as food and drink,
that have to be imported. Imports cost money that is lost, or
leaked, from the country’s economy
inbound operator a tour operator who provides tours and packages for inbound
tourists to a destination. Inbound tour operators are also known
as destination management companies (DMCs)
inbound tourism a type of tourism where tourists travel into a country
indigenous communities communities of the original inhabitants of a place
in-flight  passenger services provided by airlines during aircraft flights.
In-flight services include food and drink and entertainment
such as movies
inflation  when prices and the cost of living increase
infrastructure  the transport framework of a destination, including public
transport, roads, airport and port
in-house training staff training provided within an organisation
intangible  describes something that you cannot touch; it has no physical
presence. Services are intangible
integrated rapid transit system a transport system in a destination that makes it easy for people
to change from one type of transport to another

6 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

integrated resorts s ingle-site complexes of hotel accommodation and facilities

such as restaurants, entertainment venues, casinos and
conference facilities. The term integrated resort is often
used in Singapore. The Government of Mauritius has an
Integrated Resort Scheme (IRS). The IRS scheme has a
different meaning and allows people who are not from
Mauritius to buy and live in luxury properties in Mauritius
integrated transport linked transport. Integrated transport makes it easy to
change from one transport type to another. For example, it
makes it easy to change from tram/bus to bicycle at a tram/
bus stop with a cycle rack
interdependencies two or more travel and tourism organisations that are
dependent on each other
interdependent transport transport that depends on another linked type of transport.
For example, express link trains from an airport depend on
aircraft flights to the airport
international airports airports with flights to and from other countries
internet and social media platforms online services. Online platforms allow customers and travel
and tourism providers to exchange or share information
internships may not be paid. Students work temporarily in an
organisation. Internships vary. Some internships may be
for two weeks, others for 12 months. Interns learn skills on
the job and also receive training. Successful interns may be
offered a permanent job
interpersonal skills abilities that enable staff members to work together to
provide good customer service
interrelationship when travel and tourism organisations choose to
work together
interviews question-and-answer conversations. Interviews are a
way to do primary market research. For example, a
market researcher may ask a customer some questions
about the products and services provided by a travel and
tourism organisation
itinerary a tour plan or programme. Itineraries give details of routes,
directions, times and places. For example, a business tourism
(MICE) itinerary might include air flight details, hotel and
transfer information, and event venues and times
job rotation a way in which staff and trainees can experience different
jobs in an organisation. Staff and trainees change jobs for a
temporary period. For example, a restaurant server (waitron)
may work for a short time as a member of the front
desk staff
leisure tourists people who travel for the purpose of leisure, enjoyment
or recreation
leisure travel travel for the purpose of leisure, enjoyment or recreation
location where a destination is
long-haul flight a flight lasting longer than six hours
low-cost flights budget flights. Low-cost flights do not include additional
passenger services (frills) in the ticket price
low emission describes transport that causes reduced air pollution.
Emissions of polluting exhaust gases such as carbon dioxide
are low

7 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

market analysis tool s omething you use to investigate the market for travel and tourism
products and services
market leader the organisation with the strongest market position. The market
leader sells more products and services than competing travel and
tourism organisations
market penetration part of price in the marketing mix. A provider such as a tour
operator charges a low price for a newly marketed product. The
low price attracts customers. The price is later increased as demand
also increases
market research investigating the types of customers that make up the target market
market segmentation the dividing of markets into segments
market segments the elements of a destination’s market
market share the proportion of potential customers who use or buy an
organisation’s products and services. For example, if one tenth of
tourists visiting a destination stay at one hotel, the hotel’s market
share is one tenth (10%)
market skimming part of price in the marketing mix. A provider such as a tour operator
charges a high price for a newly marketed product. The tour operator
may be the only provider of the new product. Customers accept the
higher price. Competition causes the price to decrease later
marketing ensuring products and services are attractive to customers
marketing campaigns part of promotion in the marketing mix. Marketing campaigns are
product promotion projects that are time-limited. For example, a
tour operator may have a six-week marketing campaign of placing
television, radio, newspaper and magazine advertisements or
commercials to attract customers
marketing channels the ways products are made attractive to customers. For example, a
tour guide’s guided tour product may attract customers via a tour
operator’s website
marketing mix the combination of product, promotion, price and place used to
market products and services
marketing strategies plans that aim to market destinations. Marketing destinations involves
making destinations attractive to tourism customers
mass market relating to the total market of all customer types
mass rapid transit (MRT) a type of rail transport used in some city destinations. MRT trains
transport large numbers of people quickly and often cheaply. Many
tourists use MRT trains to move around city destinations easily
meal plan a way of serving meals in accommodation establishment. Bed and
breakfast is one international plan. International plans for providing
meals range from no meals being provided (room only) to all meals
being provided (American plan or full board). A meal plan of
breakfast and one meal per day is described as half board (modified
American plan)
mentoring a form of training. Senior colleagues show staff and trainees how
to do tasks. For example, an experienced member of a hotel’s food
and beverage staff may train an apprentice on how to deliver good
customer service
mobility the ability to move freely. Some tourists are PRMs (persons with
reduced mobility)
monitoring checking or observing progress. For example, travel and tourism
providers monitor sales, usage, profitability and quality
multiplier effect  how wealth is created from tourist spending

8 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

museum a place that holds historical, cultural, artistic or other

artefacts. Museums are popular tourist attractions
national tourism organisation (NTO) a government agency that promotes and markets the
tourism product of a country
nature reserves places where the natural environment and biodiversity
are protected
negative impacts bad effects that travel and tourism has on a place and/or
local people
non-government organisation (NGO) a not-for-profit organisation of people who want to
promote a product, service or cause, such as sustainable
tourism. NGOs are independent of government
occupancy rate the percentage of accommodation space or rooms in use.
For example, a hotel with an occupancy rate of 50% is
half full
off-peak season the time when travel and tourism products have the
least demand
online booking use of the internet to reserve, for example,
accommodation and transport
online chat a real-time discussion via the internet. For example,
a customer can type questions about travel to a travel
agent, who can immediately type a reply. An online
conversation occurs
online check-in using the internet to register people and their baggage
(luggage) for an air flight
on-the-job training learning skills whilst working
opportunity costs when choices are made. The opportunity cost is the loss
of the chance to do something because something else
has been chosen instead. For example, the opportunity to
expand an airport can be lost if the government decides to
spend the money on new roads instead
outbound tourism a type of tourism where tourists travel out of their
country of residence
over-dependence when a destination depends too much on travel and tourism
overtourism too many tourists in a destination. Overtourism harms the
destination environment and causes difficulties for local
people. Tourists do not enjoy the destination as much
package holiday a holiday made of components put together and sold as
one product. Typical package holiday components include
travel and accommodation
paperless payment electronic payment. Contactless payment is an example of
paperless payment. Paperless payments are sustainable and
help to reduce the paper that tourism organisations use
peak season the time when travel and tourism products have the
greatest demand
performance spaces places where tourists can see live shows
perishable describes something that cannot be stored; if the service is
not sold, it expires
personal presentation how staff present themselves to customers. Personal
presentation includes how staff look, what they say and
what they do. Dress, grooming, speech and behaviour are
all part of personal presentation

9 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

personal skills  ersonal abilities that enable a member of staff to provide

p
good customer service
PESTLE analysis a market analysis tool. A PESTLE analysis considers
the factors that affect a travel and tourism business.
Factors that affect a travel and tourism business are
political (government-related), economic (money-
related), sociological (society-related), technological, legal
and environmental
pilgrimage a religious or spiritual journey
potential customer someone who might become an actual customer of a
travel and tourism organisation. For example, tourists
visiting a destination are potential customers of local
tourism organisations such as DMCs, restaurants and
visitor attractions
premium pricing a pricing strategy. Premium prices are higher prices.
Travel and tourism organisations sometimes choose to
charge higher prices than competitors. Charging a higher
price creates the impression that a product is special and
worth more money
price bundling part of price in the marketing mix. Providers such as
tour operators price packages or bundles of products.
For example, a bundle of two walking tours and one tour
including travel might be priced more cheaply than the
total price of the individual tours
price sensitive describes someone whose decisions are greatly influenced
by price. A price-sensitive tourist is unlikely to buy a
product if they think it is too expensive
pricing strategies methods used to attract customers by managing price
primary research direct research. For example, asking customers questions
about the products and services provided by a travel and
tourism organisation is a type of primary market research
PRMs (persons with reduced mobility) includes tourists who are less able to move around freely.
Tourists with physical or hidden disability, tourists with
visual impairment, older tourists and tourists with sports
injuries are examples of PRMs
PRM-friendly describes a facility that PRMs can use easily
product knowledge the knowledge that travel and tourism organisation
staff have of the products and services provided by the
organisation. Good product knowledge enables staff to
deliver good customer service. Staff with good product
knowledge are better able to explain products and services
to customers
product life cycle the stages in the marketing existence of a product.
The product life cycle stages are introduction, growth,
maturity and decline
products either goods or a service, they are sold or made available
to tourists
product/service mix the blend of travel and tourism products and services
developed by travel and tourism organisations in a
destination. The product/service mix is developed to
target different market segments

10 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

promotional material s omething used to promote a product or service.

Examples of travel and tourism promotional materials
include posters, flyers, leaflets, brochures, websites, video
clips and social media posts
protected area a place conserved by a set of rules
psychographic market segmentation dividing a market by customer lifestyle, such as customers
with different interests or customers with different values
and attitudes
public relations part of promotion in the marketing mix. Public relations
involves managing contacts between providers and
customers. Providers make contact with potential
customers to market products. For example, guided tour
operators can be present in hotel lobbies to promote
products to potential customers
public transport transport available for anyone to use. Buses, trams and
trains are examples of public transport
purpose-built resort a resort that is planned and built especially for tourism
qualitative methods a type of market research method. Examples of
qualitative market research methods are observation,
informal conversations and interviews
quantitative methods a type of market research method. Quantitative methods
collect data in the form of numbers. Customer surveys are
an example of a quantitative market research method
questionnaires sets of questions. For example, a market researcher
may ask business tourism customers a set of questions
about the products and services provided by a travel and
tourism organisation
quota a limit to the number of visitors allowed in a destination
or attraction
refer complaints part of handling complaints. Staff members tell a senior
colleague about a serious complaint. The senior colleague
handles the complaint
regional tourism organisation (RTO) an organisation that promotes and markets the tourism
product of a part (region) of a country. RTOs are part of
national tourism organisations (NTOs)
repeat business when customers return to a travel and
tourism organisation where they previously had a good
customer experience
reputation a general opinion that people have about how good or
bad someone or something is. A hotel delivering good
customer service tends to have a good reputation
resilient able to continue after a bad event. For example, a resilient
destination will soon recover from an extreme weather
event such as a severe storm, or from a natural disaster
such as flooding
resort hotel a type of hotel. Resort hotels provide a wide range of
services and activities, as well as accommodation and
meals. Resort hotels are often spread across a large site.
Many resort hotels provide all-inclusive packages
resorts places visited by leisure tourists for holidays (vacations),
relaxation or activities. For example, a ski resort is a place
leisure tourists go to ski

11 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

resources t hings that are useful to people, for example, water, wood, oil
or equipment
responsible tourism behaving respectfully towards the environment and local people
ride sharing sharing transport with other people. Ride sharing is in a vehicle
that is often used for only one customer. Ride shares are in smaller
vehicles such as a car or taxi
safari an overland journey to view wildlife in its natural habitat
sales promotions temporary offers to attract customers. For example, a tour
operator may offer discounted prices for educational groups
during the low season
scheduled flight an air flight that is timetabled
seasonality the way in which tourism demand fluctuates throughout a year
secondary research research using documents. For example, a MICE venue provider
may use government reports and NTO statistics to investigate the
market for MICE products and services
self-catering a style of accommodation. Self-catering customers provide and
cook food themselves
senior colleagues staff members who have more responsibility. Senior colleagues
in travel and tourism organisations include supervisors
and managers
service an action done on your behalf; it is someone doing something for
you. Services are intangible
serviced apartment a type of self-catering accommodation. Services such as cleaning
are provided in serviced apartments
short break a trip lasting four nights or less
short-haul flight a flight lasting less than a few (between three and six) hours
signage signs and direction indicators used to guide tourists. For example,
an airport has signs indicating directions to facilities such as
toilets (restrooms), departure gates and taxis
social consciousness awareness of other people and the difficulties they face in life
social enterprises organisations that try to be profitable whilst also supporting local
and indigenous communities. Community tourism organisations
are social enterprises. Examples of community tourism
organisations are guest houses, cafés and restaurants owned by
local people
social media ways of sharing information using the internet
socially sustainable tourism minimises the negative sociocultural impacts of travel and
tourism on destinations. Socially sustainable tourism maximises
the positive sociocultural impacts of travel and tourism
on destinations
sociocultural impact the effects that travel and tourism has on people and on their way
of life
source market the country that inbound tourists to a destination have travelled
from (their country of residence)
special dietary requirements particular food needs. For example, a customer may require
gluten-free food
spectators people who watch an event
staff people employed to work in a travel and tourism organisation.
Customer service staff deliver customer service to tourists by
providing them with products and services

12 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

supply chains  art of place in the marketing mix. Supply chains

p
are the sets of linked places where travel and tourism
products and services are marketed. For example, a
guided walking tour can be marketed directly or by an
accommodation provider or tour operator
surveys a way of researching people’s opinions. Surveys can be
carried out using questionnaires or interviews to collect
quantative data about travel and tourism markets.
Quantitative data may be analysed to investigate travel
and tourism market trends
sustainability our ability to sustain or conserve the environment and
peoples’ way of life into the future
sustainable customer service standards levels of customer service that encourage
sustainable practices
sustainable infrastructural development improving destination transport systems and tourism
facilities sustainably
sustainable practices the ways in which travel and tourism organisations
ensure sustainability
sustainable travel and tourism going to visit places in ways that help to sustain or
conserve the environment and how people live
SWOT analysis a market analysis tool. A SWOT analysis identifies
the strengths and weaknesses of a travel and tourism
business as well as the opportunities and threats
that exist
table service a way of serving food in a restaurant. Customers are
seated at a table and served food by staff
target market the type of customers a travel and tourism organisation
tries to attract
theme parks large tourist attractions with amusements and rides.
Theme parks often have accommodation such as
hotels and restaurants. Theme parks such as Tokyo
Disneyland in Japan, Kingdom of Dreams in India
and Universal Studios Hollywood in the USA have
clear identities
thrill seekers people who enjoy exciting or adventurous activities
time sensitive describes decisions that are greatly influenced by
time. A time-sensitive tourist needs the product to be
delivered at an exact time, often as quickly as possible
timing planning when something should happen. For example,
travel and tourism providers plan when to market
products and services
topographical features surface features of the landscape such as mountains,
lakes, rivers and valleys
tour guide a person who shows tourists around a destination
tourism the business of providing services such as transport,
places to stay or entertainment for people who
temporarily leave the place where they normally live,
work or study
tourism demand how much desire there is to travel to destinations
tourist a person who travels temporarily from one place
to another

13 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022
 CAMBRIDGE IGCSE™ AND O LEVEL TRAVEL AND TOURISM: TEACHER’S RESOURCE

tourist information centre (TIC) a n office where useful information is made available to tourists
tourist/visitor arrivals the number of international tourists/visitors who travel
to a country during a given time. The term is used in
tourism statistics
trade promotions when tourism organisations advertise at travel and tourism
industry events. For example, travel and tourism providers meet
at travel markets such as the World Travel Market. A travel and
tourism organisation can be a customer of another travel and
tourism organisation. Accommodation providers can promote
products to tour operators at travel markets
train-hotel a train with hotel services on board. Hotel services on a train-
hotel include sleeping accommodation and restaurant services
transfer travel between a transport hub or gateway, such as an airport,
and a destination
transferable skills skills that people can use in different jobs and in different
situations. For example, good customer service skills are
transferable from a job in a visitor attraction to working in
a restaurant
urban transit travel within a city destination, for example, transfer between
airport and hotel
value chain the set of linked products and services on which tourists
spend money to create income for a destination
visiting friends and relatives (VFR) travel for the purpose of visiting other people, such as friends
or family
visual to do with seeing or sight
visual impairment some loss of the ability to see. For example, some tourists
have difficulty seeing. Tourists who have difficulty tend to
have problem reading signage and finding their way, for
example, in an unfamiliar place such as an airport
water taxis a type of urban public transport. Water taxis are small
boats that tourists can pay to use between places within a
destination. Timetabled boat services between destinations or
across water are ferry services
wholesalers and retailers part of place in the marketing mix. Wholesalers buy products
from providers. Wholesalers sell products to retailers.
Retailers sell products to customers. Tour operators are
wholesalers. Travel agents are retailers
work experience working unpaid in an organisation for a short time. Work
experience students learn about working in an organisation.
Work experience students learn skills through observing and
helping staff. Work experience placements are often for one
or two weeks. Some short work experience placements are for
one day
work shadowing a form of training. The trainee observes an experienced staff
member at work. The trainee learns skills by observing a
senior colleague
World Heritage Sites (WHSs) destinations and attractions that have been identified as
especially important parts of the natural or built environment
by UNESCO (United Nations Educational, Scientific and
Cultural Organization). These sites should be conserved for
the future. They appeal to tourists
zip-lining the adventure tourism activity of swinging through the air,
hanging from a suspended cable.

14 Cambridge IGCSETM and O Level Travel and Tourism – Figg @ Cambridge University Press 2022