1. Bellwork When you go on holiday what sort of expectations or needs do you have as a customer of the travel agent, tour operator and hotel?

2. By the end of the lesson you will be able to… - describe five examples of how a travel agent meets a range of customer expectations - explain how customer expectations have changed in the tourism industry - explain how some customer expectations have not been met

3. Watch the following clip… What sort of customers would this organisation have? (Be specific) What sort of needs and expectations would each type of customer have?

4. “William and his family are looking to book a holiday to Florida for next summer. They would like to travel around the different parts of Florida when they get there and also want to take their currency in the form of travellers cheques. William also has a couple of concerns about the trip, firstly the threat of extreme weather (e.g. hurricanes) and also what to do if any of the family is taken ill or lose possessions.” How could a travel agent such as Thomas Cook meet the expectations of William as a customer?

5. Travel Agent Activity Working in a pair and using the brochures provided along with your knowledge of travel agents. Create a detailed mind map which shows the following about Thomas Cook… a)The customers who may use Thomas Cook the travel agent b)What their specific expectations are? c)How Thomas Cook meet these expectations?

6. Peer Assessment 3 ways they have achieved the success criteria 2 ways they could improve their work 1 question about their work

7. Review Discussion 1)Which customer expectations have not been met fully by Thomas Cook? 2)How have customer expectations changed over the last ten years? (think about what has happened in the world) 3)How can a travel agents keep checking their customers expectations and whether they are being met?