CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY

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CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY

• 6.06 Recognize the importance of safety and
  security in the travel industry.

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September 11, 2001

• Department of Homeland Security (DHS)
• Protects the nation against further terrorist
  attacks
• Analyzes threats and intelligence
• Guards U.S. borders and airports
• Protects critical infrastructure
• Coordinates the response of our nation for future
  emergencies

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9-11 Effects on the travel industry

• Airlines experienced over 2 billion in losses,
  and laid off over 100,000 employees.
• Hotels lost over 2 billion in room revenue.
• Tourism industry employment dropped 10 percent
  domestically and 30 percent globally.
• Meeting and convention industry lost 1 billion
  in revenue.

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9-11 Effects on the travel industry (cont.)

• Heightened security measures were implemented at
  airports, national parks and monuments, theme
  parks, and cruise ships.
• The number of international flights declined.
• Tourists began traveling by car and taking
  shorter trips.

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9-11 Effects on the travel industry (cont.)

• National parks are experiencing declines in
  visitation.
• Historical and cultural attractions have
  experienced an increase in visitation.
• Camping has increased.
• Sales and rentals of RVs have increased.

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9-11 Effects on the travel industry (cont.)

• Major cities have experienced a decline in
  tourism. Less populated cities are experiencing
  an increase in the number of tourists.
• Two cruise lines folded, but overall, the cruise
  industry has rebounded.
• More vacationers are waiting until the last
  minute to make travel arrangements.

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9-11 Effects on the travel industry (cont.)

• Online trip planning has increased.
• Airlines have adopted technological solutions to
  move passengers more quickly and to cut costs.
• Rail travel has increased.

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Airline security measures

• Bulletproof cockpit doors
• Passenger and baggage screening
• Expanded air marshal force
• Training of some pilots to carry weapons in the
  cockpit
• 45-day waiting period for aliens seeking flight
  training
• 911 capability for onboard passenger telephones
• Digital fingerprint scanners and computer cameras
  that photograph foreigners who enter through an
  airport or seaport

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Security measures at borders and ports

• Increased security at borders with Canada and
  Mexico
• Prescreening of travelers at Canadian airports
• U.S. inspectors at 18
  foreign seaports

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Surface transportation industry security

• Drivers who carry hazardous materials must have a
  background check
• Security assessments at 36 largest transit
  agencies
• Grant money given to transit agencies for
  emergency response drills
• Technical assistance given to transit agencies on
  security and emergency plans and response drills
• Online training courses for bus drivers

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Lodging establishment security

• Security officers
• Two-way radios
• Closed-circuit television cameras
• Smoke detectors, fire alarms, and escape routes
• Electronic key cards
• Catastrophe plans
• Employee training to handle emergency situations

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Travelers Tips

• Arrive early.
• Carry proper id.
• Get ticket or boarding pass before arriving.
• Avoid using the ticket counter.
• Clean out carry-on bags before flying.
• Make it easy to be screened.
• Do not be surprised by security measures.
• Do not take it personally.
• Get to know airline policies.
• Maintain a positive attitude.