... different needs. They all expect to have these needs recognised and dealt with, and to be treated well by the members of the organisation. The groups are sorted out by those most frequently used within the travel and tourism industry. Individuals Individuals are those customers who are making enquiries or bookings on their own behalf. They may be independent travellers who contact a variety of organisations in order to obtain information to make up their own package. They may be individuals who are travelling alone on business, who need to arrange transport or accommodation for him or her only. They business traveller may require additional facilities in his or her accommodation, such as a telephone/modem link, wake up calls and newspapers and car parking to leave their cars when in a meeting. Form the above; we can see that there are different expectations of individuals even though they are classed as a ...

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