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GLOSSARY OF KEY TERMS
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Association of British Travel Agents. Representing both tour operators and travel agents. ABTA maintains contact with government and organisations concerned with the development of tourism both in the UK and abroad.
After sale service
After a sale is made customer service continues dealing with complaints or contacting customers to find out if they were pleased with the product or service.
Airside
Term used to describe the area the airport beyond the security control perimeter.
The area of the terminal where arriving passengers collect their baggage.
BHX
The international three letter code for Birmingham International Airport.
Boarding card
Issued to passengers at check in allowing passengers access to airside and on-board aircraft.
Body language
This refers to non-verbal communication where our emotions and feelings are transmitted when we are not even aware of it.
Business travel
Trips and visits made by employees in the course of their work, including attending exhibitions, conferences and meetings.
Civil Aviation Authority, the body that regulates air travel in the UK.
Charter flight
Charter aircraft commissioned for a specific period of time and usually flying with a full load of passengers, mostly holidaymakers to a given destination.
Check-in
Where a passenger reports to on arrival to the airport to have their baggage weighed and identified, and where boarding cards are issued. This service can be provided by a member of staff located at a check-in desk, or at an automated self-service check-in point.
Concessionaires
Shops, catering outlets, etc. with the terminal buildings.
Concourse
The main ground floor area of the terminal buildings where check-in and information facilities are located.
CRS
Computer Reservation System computer based interactive electronic data systems that have direct access to airlines, hotels and other operator’s computers, to establish product availability, make reservations and print tickets.
Customer charter
A customer charter sets out minimum levels of service customers can expect when using facilities or buying goods and services.
Customer service
see Excellent customer service.
Customs
HM Customs & Excise, the department of the civil service responsible for the controlling the legal importation of goods and the illegal smuggling of drugs, weapons, animals, etc.
The area in which passengers wait to board their flights having passed through security controls.
Diamond House
Administration head quarters for Birmingham International Airport Ltd. This building also contains offices for HM Customs and West Mercia Police force.
Excellent customer service means serving customer in a way that they think is outstanding. To give Excellent customer service you need to be able to:
1. Put the customer’s needs first.
2. Put yourself in the place of customers and ask how you would like to be treated if you were them.
3. Always look to improve the ways in which you deliver customer service. In the leisure and tourism industry, customer service is not just part of your work; excellent customer service is part of your job.External Customers
People from outside the organisation who pay to use facilities or buy products and services.
Flight Information Display System, display screens giving information concerning the status of departures and arrivals.
Front of house
This is the point where customers first come into contact with staff, usually at reception. Front of house staff are responsible for welcoming customers giving them information and promoting the organisation.
A specialist agent of the airline taking responsibility for ticketing, check-in, escorting passengers, loading and cleaning aircraft.
Health & Safety at Work Act, 1974
This act lays down the duties of employers and employees in providing a safe working environment in the work place.
International Air Travel Association.
Immigration
HM Immigration service is the department of the civil service responsible for the control of persons entering the UK.
Incoming tourism
People coming from overseas to this country for their holidays.
Induction training
Training new employees receive at the beginning of their employment introducing them to the company’s policies.
Information desk
The main help point for any customer enquiry.
Internal customers
These are the people working within the same organisation who work with and support each other. An internal customer should be treated as well as an external customer.
Areas of the airport not contained within the security perimeter.
Long haul
This describes the destinations beyond Europe, e.g. the Far East, USA, Canada, etc.
An organisations outline of its intentions for both internal and external customers.
Monorail
This automated service passenger transit service operates between Birmingham International railway station the NEC, and Birmingham International Airport.
The diagram showing the division of responsibilities within an organisation, the lines of authority and the channels of communication.
Outgoing tourism
People leaving their own country to take a trip abroad.
These are put together by tour operators who charge an all inclusive price for the holiday including transport, accommodation, transfers and the services of a courier.
Customers who are happy with the product or service usually return for more of the same.
These operate to a timetable and are committed to fly whether or not the aircraft is full.
Self service check-in
see Check-in.
Airport buildings for handling passengers.
Visiting Friends or Relatives.
A training programme and qualification administered by the English Tourism Council. The training is geared towards dealing with customers.