Technology & Personnel

Travel Stop prides itself on its experienced staff, who have seen a revolution in the way the products of the travel and tourism industry are sold to customers. One of the most experienced members of staff is Cheryl.

Cheryl has been in the travel industry for over 25 years, having spent most of her career with a leading high street travel agency chain. She also spent time in Head Office Customer Relations Department before later becoming a branch manager. She moved to Travel Stop in 2001 and has been with the company ever since.

Cheryl's travel experience:

Cheryl has personal experience of travelling to:

New Zealand, Columbia, Seychelles, Malaysia, Hong Kong, Dubai, Kenya, South Africa, Barbados, St Lucia, Antigua, Grenada, Martinique, Guadaloupe, St Maarten, St Thomas, Virgin Gorda, Canada, USA (inc. New York, Naples, Kansas, Nashville, San Francisco and Lake Tahoe), Ireland, France, Germany, Austria, Switzerland, Netherlands, Spain (inc Menorca, Majorca & Lanzarote) Tunisia, Portugal, Malta, Greece (inc Thassos & Skiathos), Italy, Mauritius, Israel, Turkey, Madeira and Belgium.

Cheryl has cruised with P&O Cruises and Royal Caribbean Cruise Lines including the “Independence of the Seas”.

Cheryl's CV:

1984–1989 Thomas Cook in a Colchester High Street branch as a Travel Consultant
1989–1991 Europa Travel International, an Independent Travel Agency in Colchester, as manager
1991–1995 Thomas Cook Chelmsford as Customer Service Manager
1995–1996 Thomas Cook Head Office in Peterborough in Customer Relations
1996–2000 Thomas Cook Colchester as Manager
2000–2001 Travel Portfolio, Bury St Edmunds, a Tour Operator
2001–present Travel Stop, Claydon

Activity 1

On a series of blank maps, locate all of the countries Cheryl has visited.

Try to locate specifically all the destinations Cheryl has visited in the USA, the Caribbean and Europe.

Activity 2

Explain why the range of travel experience of its staff is so important to Travel Stop.

How has technology changed in the time Cheryl has worked in the travel industry?

Technology in the 1980s was very basic.
In 1984 only Thomson Holidays had a computerised reservation system called TOPS, accessed via Viewdata. This worked by telephone dial up.
Telex was used to request accommodation from hotels abroad.
No instant answers, an average of 24 hours response time.
A wall planner in Tour Operator office rooms was ticked off manually when travel agents telephoned to say they sold them.
Passenger and room manifests were developed on paper.
The development of FAX systems speeded things up.
In 1990 lots still done on the phone and Viewdata.

In the travel agency of the 21st century, a range of technology is used to support agents and customers. Photocopiers, printers, shredders, fax and franking machines as well as telephone systems are used.

Websites & the internet

However, there is no doubt that computer technology, which has facilitated the development of the internet, is the single most important change in the way travel products are marketed and sold. Websites, online booking and payment systems, e-mail communications and ticketless travel have all revolutionised the way in which the travel industry operates.

It is imperative that all travel organisations have their own websites which allow potential customers to view the products and services available.

The major ways in which technological changes have impacted on the travel industry include:

Global distribution systems (GDS) now allow travel agents to access information on flights directly, as well as being able to make bookings for car hire and accommodation using computer technology.
Most package holidays are now available online as well as through the high street travel agent. Brochures can be viewed online, resorts and accommodation can be inspected using web-cams, and prices can be compared.
The change in booking travel has been aided by technology which allows financial transactions to take place over the internet.
Today, all major airlines allow the public to access their database of flight schedules and prices, and any traveller with a credit card can book a flight over the internet.
'Ticketless' travel means that a ticket is not issued and as long as the traveller has a booking reference, they have proof that they have a reservation and a printed ticket is not required.

Activity 3

Assess the ways in which computer-based technology has impacted on the ways in which the products of the travel industry are bought and sold.

Advice & guidance

A small, independent travel agency such as Travel Stop cannot compete with larger organisations through direct website sales.

Travel Stop's strength is the advice it can provide for its customers through the experience of its staff. The customers of Travel Stop want the security of a holiday which has been organised and bought with the advice and guidance of experienced travel agents. They want to be sure that they have been provided with a holiday which meets their precise needs. The holiday has been purchased after face-to-face discussions with the travel agent in a comfortable environment.

It is important to understand that, as an independent agency, Travel Stop operates differently from most chains of travel agents who are linked to tour operators.

Travel Stop's independence allows the agency to offer the products of a range of tour operators to its customers and recommend the holiday which best suits the customers' needs.

Travel Stop's website is designed to provide information about the range of products and services available, and does not have a direct online booking facility.

Activity 4

Compare Travel Stop’s website with the website of a major tour operator such as Thomas Cook or Thomsons.

Identify and describe the main differences.