Chapter 9

Chapter 9
Distribution Channels :
Travel Agents and Tour
Operators
Learning Outcomes:
• Describe how services are different from goods
• Explain the importance of intermediaries in the distribution of tourism services
• Identify and describe the three different types of distribution channels that are used for tourism services
• Describe the roles of travel agencies in bringing tourists and tourism providers together
• Describe the roles of tour wholesalers in bringing tourists and tourism service providers together
• Explain how and why the Internet has changed the distribution of tourism services
• Identify and describe how travelers access information for tourism services
Introduction
Travel necessitates a
variety of services
Goal of service suppliers

is reaching, serving and
satisfying travelers
Tourism Services
Services are actions;
goods are material
objects
Services and Services are often

Goods accompanied by
Continuum: Pure facilitating goods
service to pure which support
good the service
Serving Traveler’s Needs
Thomas Cook is credited with being the first

tourism intermediary, packaging tourism services
and then selling the packages to tourists
To attract business, tourism suppliers must provide
prospective customers with information on which
they will base tourism choice decisions
There are many alternative ways to provide
information and services to prospective guests
Channels of Distribution
One-Level (Direct) Distribution
Channels
• Simplest form of distribution, no intermediary

between supplier and customer
• Most tourism suppliers utilize one-level distribution
channels
• Purchase directly from the supplier
• World Wide Web is increasing the direct availability
of information and purchase
• Airlines encouraging the use of the Web and
ticketless travel
One-Level (Direct) Distribution
Channels
Two-Level Distribution
Channels
• Intermediary between tourism supplier and tourist

• Most common form of tourism supplier
• Travel agencies are the department stores of the
travel industry
• Improving service delivery through cooperative
systems
• Global distribution system (GDS)
• Computer reservation system (CRS)
• Airlines Reporting Corporation (ARC)
Two-Level Distribution
Channels
Why Use Intermediaries?
Intermediaries make information and services

widely available cost-effectively
They perform a variety of value-added functions
Example : types of services, potential customers,

packages
Intermediaries are frequently paid on commission
May also charge the customer a modest fee
Exist where they perform a necessary role more

cost-effectively than the supplier could perform the
same role
Why Use Intermediaries?
Three-Level Distribution
Channels
• Add another level of intermediary such as tour operators to

low-level channel
• Some travel agencies have entered tour packaging business
• A package of two or more tourism services priced together
• Four primary forms of tours:
• Independent
• Foreign/domestic independent
• Hosted
• Escorted
Channels
Channels (cont.)
Tour Operators
• Purchase tourism services in bulk
and then mark up the price and
resell in packaged form
• Plan, prepare, market and often
operate vacation tours
• Also termed tour packager or
tour wholesaler
• Many financial risks in the tour
packaging business
• Receptive service operator is
local company that handles
group’s needs while in its
location
Channels (cont.)
Consolidators and Travel Clubs

• Consolidators buy excess airline
capacity and resell at discounted prices
• Travel clubs perform similar function
for their members plus offer discounts
on other tourism services
Meeting Planners
• Professionals employed by
corporations, associations, etc. to
organize all the details entailed in
meetings
• Meeting planner must balance meeting
costs with meeting attendee desires
Tapping the Power of Dual
Distribution
• Internet increasing the use of the direct channel

• Direct channel using mall locations
• Indirect channel using traditional travel agents
• Indirect channel using Internet-based cruise-only
agents
• Indirect channel using last-minute fire sale agencies
to fill cabins close to sailing dates
Tourism Information Sources
and Services
• Tourism offices provide general information

• Often operate tourist information centres
• Large cities have conventions and visitors bureaus;
small cities use chamber of commerce- both
funded by local tourism service suppliers
Selling Adds a Personal
Touch
• Most tourism suppliers have their own sales force

• Often conduct missionary sales activities to supply
information and brochures to aid in sales efforts
Seven Steps to “Making the
Sale”
Acquiring Qualifying
Making sales Closing the Build
product Approach the Follow-up
presentation sale relationships
knowledge customer

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• Describe how services are different from goods

• Explain the importance of intermediaries in the distribution of tourism services

Goal of service suppliers

Services and Services are often

Thomas Cook is credited with being the first

• Simplest form of distribution, no intermediary

• Intermediary between tourism supplier and tourist

Intermediaries make information and services

They perform a variety of value-added functions

Example : types of services, potential customers,

Intermediaries are frequently paid on commission

May also charge the customer a modest fee

Exist where they perform a necessary role more

• Add another level of intermediary such as tour operators to

Consolidators and Travel Clubs

• Internet increasing the use of the direct channel

• Tourism offices provide general information

• Most tourism suppliers have their own sales force

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