CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY 6.06 Recognize the importance of safety and security in the travel industry.

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 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

9-11 Effects on the travel industry 1.Airlines experienced over $2 billion in losses, and laid off over 100,000 employees. 2.Hotels lost over $2 billion in room revenue. 3.Tourism industry employment dropped 10 percent domestically and 30 percent globally. 4.Meeting and convention industry lost $1 billion in revenue. 1.Airlines experienced over $2 billion in losses, and laid off over 100,000 employees. 2.Hotels lost over $2 billion in room revenue. 3.Tourism industry employment dropped 10 percent domestically and 30 percent globally. 4.Meeting and convention industry lost $1 billion in revenue.

9-11 Effects on the travel industry (cont.) 5.Heightened security measures were implemented at airports, national parks and monuments, theme parks, and cruise ships. 6.The number of international flights declined. 7.Tourists began traveling by car and taking shorter trips. 5.Heightened security measures were implemented at airports, national parks and monuments, theme parks, and cruise ships. 6.The number of international flights declined. 7.Tourists began traveling by car and taking shorter trips.

9-11 Effects on the travel industry (cont.) 8.National parks are experiencing declines in visitation. 9.Historical and cultural attractions have experienced an increase in visitation. 10.Camping has increased. 11.Sales and rentals of RVs have increased. 8.National parks are experiencing declines in visitation. 9.Historical and cultural attractions have experienced an increase in visitation. 10.Camping has increased. 11.Sales and rentals of RVs have increased.

9-11 Effects on the travel industry (cont.) 12.Major cities have experienced a decline in tourism. Less populated cities are experiencing an increase in the number of tourists. 13.Two cruise lines folded, but overall, the cruise industry has rebounded. 14.More vacationers are waiting until the last minute to make travel arrangements. 12.Major cities have experienced a decline in tourism. Less populated cities are experiencing an increase in the number of tourists. 13.Two cruise lines folded, but overall, the cruise industry has rebounded. 14.More vacationers are waiting until the last minute to make travel arrangements.

9-11 Effects on the travel industry (cont.) 15.Online trip planning has increased. 16.Airlines have adopted technological solutions to move passengers more quickly and to cut costs. 17.Rail travel has increased. 15.Online trip planning has increased. 16.Airlines have adopted technological solutions to move passengers more quickly and to cut costs. 17.Rail travel has increased.

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  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

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

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  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

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  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

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.  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.