Principles of customer service

AC 1.2 - Situations when customers interact with tourism organisations

Selling 'add-ons'

Tourism organisations can make more money by selling additional products and services.  A good example of this is airlines, which often offer a range of extra services for an additional cost. 

In most cases, the interaction between the customer and tourism organisations such as airlines is now through a website, but the idea of selling additional items to increase revenue is still the same.

Study the list of costs in the table below and then calculate what each of the customers would pay for their flights in the five following activites.


Activity 1

Sam is travelling to Barcelona to spend a weekend with her friend.  She can manage with one piece of cabin luggage and does not need insurance and has not reserved her seat, and she will not need a meal.

Activity 2

Mr and Mrs Kahn are travelling to Barcelona for a business meeting.  They have reserved premium seats, have a piece of hold luggage each, have taken out insurance and will eat a meal on both journeys.

Activity 3

Greg and Sharon are off to Barcelona for a few days.  They can manage with three cabin bags between them and have reserved a seat each for both journeys.  They do not need insurance or meals

Activity 4

George and Sheila Smith and their friends Tony and Janet Headley are keen golfers. They are all taking their golf clubs to Barcelona.  They also need one piece of hold luggage each.  They have reserved their seats but do not need insurance or in-flight meals.

Activity 5

The Griffiths family, Mum and two children, are spending half term in Barcelona.  Mum has booked a piece of hold luggage for herself and each of the children will have an extra piece of cabin baggage.  They have reserved their seats for each journey to be sure to sit together.