Workbook IGCSE Travel and Tourism 0471 01

GPS – INTERNATIONAL
GLOBAL VISION, TRADITIONAL VALUES
IGCSE
TRAVEL & TOURISM
Paper 1 - 0471
WORKBOOK - I
Cambridge International Examinations
Cambridge International General Certificate of Secondary Education
TRAVEL AND TOURISM 0471/11

Core Module October/November 2017
INSERT
2 hours
*6746717209-I*
READ THESE INSTRUCTIONS FIRST
This Insert contains all the Figures referred to in the questions.
Anything the candidate writes on this Insert will not be marked.
This document consists of 5 printed pages and 3 blank pages.
DC (ST/FC) 143334
© UCLES 2017 [Turn over
2
Fig. 1 for Question 1
Star Ferry
A Star Ferry crossing is said to be an essential journey for all visitors to Hong
Kong. The ferry service carries passengers and commuters between Hong Kong
Island and Kowloon. They operate two routes and run eight ferries. Star Ferry
carries 21.6 million passengers a year with an average of 59 176 passengers a
day.
Star Ferry has received a Certificate of Excellence Award from an online review
site. The recognition is given to organisations which constantly get excellent
reviews on the website and deliver outstanding customer experience. The award
takes into account not only the quality and quantity of recent travellers’ reviews
and experiences, but also the average rating over a twelve month period.
Online review sites are growing in popularity. The sites assist customers in
gathering unbiased travel information, posting reviews and opinions of travel
related content and engaging in interactive travel forums.
Fig. 1
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Photograph A for Question 2
Photograph A
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Alaska’s Tourism Industry

Alaska is a state in the USA and is situated north of Canada. It has a diverse
landscape with mountains, glaciers, volcanoes and forests.
Alaska welcomes over 1.9 million visitors a year with 85% of them visiting during
the main tourist season from May to September, with only 15% visiting the rest
of the year.
Most visitors arrive in Alaska on a cruise ship.
Cruise ship Air

967 500 898 500
50% 46%
Highway /
ferry
80 400
4%
Method of transport used to arrive in Alaska
Visitors spend over US$1.83 billion in Alaska. This excludes the cost of
transportation to the state.
The tourism industry in Alaska generates an estimated 38 700 full- and part-time
jobs.
Fig. 2
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Damnoen Saduak Floating Market, Thailand
Damnoen Saduak Floating Market Tour
Itinerary
07:00 Collection from your hotel, travel by coach 110 km south-west
to Damnoen Saduak Floating Market
08:30 Arrive at Damnoen Saduak Floating Market.
08:45 Explore the Floating Market aboard a boat with our local tour
guide
10:00 Free time to explore, purchase souvenirs and take photographs
11:00 Depart the Floating Market
12:30 Arrive back at your hotel in Bangkok
Tour includes:
• Air-conditioned coach
• English-speaking local tour guide
Fig. 3
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the live examination series.
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© UCLES 2017 0471/11/INSERT/O/N/17


Paper 1 Core Module May/June 2017
MARK SCHEME
Maximum Mark: 100
Published
This mark scheme is published as an aid to teachers and candidates, to indicate the requirements of the
examination. It shows the basis on which Examiners were instructed to award marks. It does not indicate the
details of the discussions that took place at an Examiners’ meeting before marking began, which would have
considered the acceptability of alternative answers.
Mark schemes should be read in conjunction with the question paper and the Principal Examiner Report for
Teachers.
Cambridge will not enter into discussions about these mark schemes.
Cambridge is publishing the mark schemes for the May/June 2017 series for most Cambridge IGCSE®,
Cambridge International A and AS Level and Cambridge Pre-U components, and some Cambridge O Level
components.
® IGCSE is a registered trademark.
This document consists of 10 printed pages.

0471/11 Cambridge IGCSE – Mark Scheme May/June 2017
PUBLISHED
Question Answer Marks
1(a) Identify the following: 2
Award one mark for each correct identification
The number of airlines that use Schiphol Airport = 103

The Schiphol airport code = AMS
1(b) Define the following terms: 4
Award one mark for the correct identification of a characteristic of the

term and award a second mark for an appropriate development of the
characteristic or identification of an additional characteristic of the term.
Scheduled flights
Flights that operate to a timetable [1] fly regardless [1] timetable is
adjusted according to season [1] not part of a package [1]
Hub airport
Airport used as a transfer point [1] change flights [1]
1(c) Explain two benefits to airports of winning awards. 4
Award one mark for the correct identification of a benefit and award a
second mark for appropriate explanatory development of the benefit in
context
• Increased customer satisfaction [1] more passengers [1]

• Attracts more airlines [1] more success [1]
• Attracts more ancillary service to rent out airport space [1] increasing
facilities to passengers and customer satisfaction [1]
Responses need to be set in the context of airports to achieve the full 2

marks per benefit
Credit all valid responses in context
1(d) State three processes passengers are required to take after 3

departing an aircraft.
• Reclaim baggage
• Clear customs
• Fill out landing cards
• Immigration
• Pay visa
© UCLES 2017 Page 2 of 10

PUBLISHED
1(e) Explain three reasons why tourists may prefer to book a flight 6
directly with an airline rather than through a travel agent.
Award one mark for the correct identification of a preference and award a
second mark for appropriate explanatory development of the preference
• Cheaper ticket price [1] avoid travel agent fees [1]

• Special requirement organised at point of booking [1] direct
communication [1]
• Use discounts [1] discounts may apply only to airlines [1] loyalty
cards [1] air miles [1]
1(f) Discuss the reasons why many airlines have had to increase their 6
prices in recent years
Indicative content:
• Increased environmental taxes
• Increase in fuel costs
• Additional service (security) costs are passed on to customers
• Increased landing fees
• Inflation
Level 1 (1–2 marks) will identify up to two valid reasons, providing

some detail but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an analysis of the reasons,

clearly indicating how these have caused an increase in price
Level 3 (5–6 marks) can be awarded for evaluative comment about the
significance/importance of particular reasons. Better answers will have a
reasoned conclusion
The increasing costs of aviation fuel have led to airlines increasing their
prices [L1]. The cost of the fuel has been passed on to the passenger
through an increase in ticket prices, airlines have to ensure that all costs
are covered to continue operating [L2]. In addition many governments
added environmental taxes to air travel [L1] this tax has to be collected
by the airline and passed onto the government, this is collected within the
ticket price hence the increase in ticket price [L2]. The greatest increase
in price has come from additional taxes such as the environmental tax
[L3]

PUBLISHED
2(a) State the meaning of each of these signs: 4
Currency Exchange/
bureau de change
Elevator
Parking
Toilets
Award only these responses
2(b) Suggest three different types of travel and tourism organisations 3

that are likely to use international signs.
• Tourist attractions [1]

• Hotels/other accommodation providers [1]
• Transport provides – coach/bus station, airport, seaport [1]
• Catering outlets [1]
• Entertainment venues [1]
Credit all valid responses in context.

PUBLISHED
2(c)(i) Name two types of consumer protection that tourism organisations 2

offer to their customers
• EU package travel regulations

• Bonding
• ATOL/ABTA/USTOA
• Licensing
• Complying with countries consumer protection laws
2(c)(ii) Explain two reasons why tourism organisations offer consumer 4

protection to their customers
Award one mark for the correct identification of a reason and award a
second mark for appropriate explanatory development of the reason in
context
• Customers are guaranteed their holiday, their cash or safe passage

home [1] in case of incident/tour operator no longer operating [1]
• Financial protection [1] payments [1]
• Complying with countries consumer protection laws [1] e.g. EU
package travel regulations [1]
2(d) Explain the benefit to customers of travel agents offering the 6

following services:
second mark for appropriate explanatory development of the benefit
Travel insurance – convenience [1] book with trusted company [1]

promotional deals when booking [1]
Car rental – convenience [1] book with trusted company [1]

ready/available when arrive [1] no language barriers when booking [1]
use home currency [1] budget prior to travel [1]
Booking Excursions – convenience [1] cheaper [1] reliability [1]

PUBLISHED
2(e) Assess the benefits to tourists of graded accommodation schemes. 6
Indicative content:
• Set standards
• Search according to grading
• Assurance
Level 1 (1–2 marks) will identify up to two valid benefits, providing some
detail but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an analysis of the benefits,

clearly indicating how the school groups would benefit
significance/importance of particular benefit. Better answers will have a
reasoned conclusion
Grading schemes are nationally recognised standards that let the tourists
know what to expect from the accommodation [L1] offering the tourist
some confidence when booking [L2] this might be particularly important
when booking remotely perhaps through the internet or booking in
another country where you are not sure of what quality/standards to
expect [L3]

PUBLISHED
3(a) State three negative environmental impacts associated with water 3

based wildlife tours, as seen in Fig. 3 (Insert).
Award one mark for each correct identification – must be in context of

water based and wildlife tours
• Disturb wildlife
• Disturb breeding patterns
• Water pollution/air/noise
3(b) Explain two reasons for the appeal of a whale watching tour to 4
tourists.
Award one mark for the correct identification of an appeal and award a
second mark for appropriate explanatory development of the appeal
• Up close to the wildlife in the wild [1] view hard to see wildlife [1]
• Good viewing platforms [1] good photographs [1]
• Commentary during the tours/educational [1] learn more [1]
• View wildlife not available at home [1] once in a lifetime [1]
3(c) Explain three ways that tourism can be used to conserve local 6
wildlife.
Award one mark for the correct identification of a way and award a
second mark for appropriate explanatory development of the way.
• Funding/supporting breeding schemes [1] conserve breed [1]

• Education of visitors [1] changing attitudes and behaviours [1]
• Spending gate fees on conservation [1] funding conservation
projects [1]
• Maintaining/monitoring habitats [1] protection schemes [1] National
parks [1] Game reserve [1]
• Ecotourism [1] tourist minimise environmental impact/contribute
towards protection [1]

PUBLISHED
3(d) State three ways a tourist could book a wildlife tour. Outline one 6
benefit of each booking method for the tourists.
Award one mark per subsection, with a max of two per row.
Booking Method Benefit to tourist

tour rep at hotel or at their local trusted company [1]
office [1]
local independent company [1] may use local guides [1]
sustainable tourism [1]
Internet booking [1] maybe cheaper [1]
book last minute [1]
3(e) Discuss how destinations can manage their carrying capacity. 6
Indicative content:
• Scale down or withdraw promotion & marketing – limit demand
• Open new attractions/destinations – to take pressure off other areas
• Install physical barriers
• Restrict access/flights/visas
• Increase prices
• Limit demand
Accept all reasonable visitor management strategies if in context
Level 1 (1–2 marks) will identify up to two valid ways providing some
detail within the context but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an analysis clearly indicating

how the ways help to manage the carrying capacity
significance/importance of the way. Better answers will have a reasoned
conclusion.
Destinations can limit their marketing/promotional activity [L1] appealing

to less tourists and therefore limiting further demand and tourist numbers
[L2]. Reduced tourists numbers will allow the destination to effectively
manage the carrying capacity issues that they face due to less
overcrowding, therefore securing the future of the destination and the
future appeal of the destination [L3]. However, it will mean that they see a
reduction in tourist numbers and tourist spending [L3]. Destinations can
also build or scale up promotion of other attractions [L1] so that tourists
are diverted to other areas, reducing the pressure/impacts on the honey
pot sites [L2]. This, as a method, has the benefit of the destination still
benefiting from the tourist numbers and spending whilst
managing/spreading out tourist numbers throughout the destination [L3].

PUBLISHED
• The percentage increase in nights spent in Wales by domestic

visitors = 17%
• The percentage occupancy in self-catering units = 46%
Accept only these responses
4(b) State three types of self-catering accommodation 3
• Camping
• Hostel
• Caravan
• Cottage
• Villa
4(c) Explain the importance of occupancy rates to National Tourist 4

Boards.
Award one mark for the correct identification of the importance and award
a second, third and fourth mark for appropriate explanatory development
of the importance in context
Note: Occupancy rates are the percentage of rooms occupied as a

proportion of total rooms available – award 1 mark for clear
understanding/definition
• Create National Occupancy Surveys [1] destination analysis [1]
• Comparisons with other countries [1] plan accordingly [1]
• Plan national strategies [1] improve industry [1]
4(d) Explain two ways that destinations may benefit from the multiplier 4
effect.
Award one mark for the correct identification of a way and award a
second mark for appropriate explanatory development of the way
• Increased value of tourist spend [1] tourist spend is re-spent [1]

• Creation of more jobs [1] further spending [1]
• Stimulate further economic development [1] attract other businesses
[1]
• Attract further investments [1] generating further development [1]
continuing the multiplier effect further [1]

PUBLISHED
4(e) State three items of information found in a travel guide book. For 6
each suggest one benefit to the tourist.
Award one mark per subsection, with a max of two per row.
Information Benefit to tourist

Climate info [1] plan activities [1] pack suitable
clothing [1]
Map [1] plan out journey [1] location of
main sights/attractions [1]
History of the area [1] better understanding [1]
Advice on behaviour [1] responsible tourism [1] minimise
social impact [1]
4(f) Discuss the ways that visitor attractions may help to preserve the 6
local culture.
Indicative content:
• events/festivals
• education programs
• exhibitions
• arts and crafts for sale/on display
Level 1 (1–2 marks) will identify up to two valid ways providing some
detail within the context but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an analysis clearly indicating

how the ways help to preserve the local culture
significance/importance of the way to preserve the local culture. Better
answers will have a reasoned conclusion.
Attractions can hold events and exhibitions on the local culture [L1] so
that tourists become aware and understand the culture [L2]. For
attractions that are funded by the government they are required to have
the aim of preserving the culture, everything that they do must be
focused on preserving the local culture [L3].


Core Module May/June 2017
INSERT
2 hours
*1639213237-I*
DC (RCL (JDA)) 131809/2

2
Zambia
Zambia is located in south-central Africa. It is one of the world’s fastest growing tourism
destinations and generates nearly 1 million visitors a year.
The Government of Zambia has implemented the following tourism strategies:
• KAZA Univisa, which allows tourists to visit Zambia and Zimbabwe with one visa
• infrastructure development on the country’s roads
• online visa application
Zambia wants to continue this growth so that tourism makes a major contribution to its economy
and helps to overcome poverty.
The main attraction in Zambia is Victoria Falls, the world’s largest waterfall and one of the
natural Wonders of the World. Tourists are also attracted to The Kariba Dam, National Parks
and viewing the wildlife.
Lake
Tanganyika TANZANIA
DEMOCRATIC
REPUBLIC
OF THE CONGO Lake Mpulungu
Mweru
Kasama
Lake
Bangweulu
ANGOLA Solwezi
MALAWI
Mufulira
Kitwe
Ndola Chipata
ZAMBIA Kapiri Mposhi
Kabwe
Mongu MOZAMBIQUE
LUSAKA
Za
m
Victoria Lake Kariba

be
zi
IA Falls
NAMIB
Livingstone
ZIMBABWE
BOTSWANA
Fig. 1
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3
Business Tourism
In the last five years business tourists have shown a preference for serviced apartments rather than
hotels. Accommodation bookings for serviced apartments have increased by 4%.
Serviced accommodation offers business travellers flexibility with more living space and kitchen
facilities.
Research shows 77% of business tourists stay in serviced apartments up to five times a year when
their trips are over seven nights.
Fig. 2
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Photograph A
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5
Tour Operators
Tourism is a growing industry; Company X is an example of a tour operator that is enjoying the
international growth of tourism, despite recent external factors.
International tourists who make overnight visits have now exceeded 1 billion a year. The European
outbound travel market is expected to grow at an average 2.3% a year until 2030.
Company X operates in 15 countries across Europe with more than 22 million customers and
with sales over 10 billion Euros. It is a vertically integrated tour operator. Company X creates package
holidays by sourcing the components such as air travel and accommodation from principals or by
using their own products such as Company X Airline.
Company X sells package holidays, sells the individual components separately and also sells
various ancillary services.
Company X sells their products through their own and other travel agents as well as online.
Fig. 3
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* 1 6 3 9 2 1 3 2 3 7 *

2 hours
Candidates answer on the Question Paper.
No Additional Materials are required.
Write your Centre number, candidate number and name on all the work you hand in.
Write in dark blue or black pen.
You may use an HB pencil for any diagrams or graphs.
Do not use staples, paper clips, glue or correction fluid.
DO NOT WRITE IN ANY BARCODES.
Answer all questions.
All the Figures referred to in the questions are contained in the Insert.
At the end of the examination, fasten all your work securely together.
The number of marks is given in brackets [ ] at the end of each question or part question.
This document consists of 11 printed pages, 1 blank page and 1 Insert.
DC (RCL (JDA)) 131808/3

2
Question 1
Refer to Fig. 1 (Insert), information about Zambia.
(a) State the following geographical characteristics of Zambia:
whether Zambia is located to the north or south of the Equator
...................................................................................................................................................
the term that best describes the climate of Zambia
...................................................................................................................................................
the continent that Zambia is located in
.............................................................................................................................................. [3]
(b) Identify the following:
the only lake situated solely in Zambia
...................................................................................................................................................
the name of the river running through Zambia
...................................................................................................................................................
the country situated on the western border of Zambia
...................................................................................................................................................
the capital of Zambia
...............................................................................................................................................[4]
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(c) Explain three reasons for the appeal of Zambia to international tourists.
1 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(d) The Zambian Government has taken a number of strategies to encourage tourism growth.
Explain the likely benefit to the tourist of the following strategies taken by the Zambian
Government:
KAZA Univisa ............................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
infrastructure development on roads ........................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
online visa application ..............................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
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(e) Assess the problems caused when destinations become dependent on tourism.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
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Question 2
Refer to Fig. 2 (Insert), an article about business tourism.
(a) State three characteristics of business tourists.
1 ...............................................................................................................................................
2 ...............................................................................................................................................
3 .......................................................................................................................................... [3]
(b) M.I.C.E. is an important component of business tourism.
State what is meant by M.I.C.E.
M ...............................................................................................................................................
I ...............................................................................................................................................
C ...............................................................................................................................................
E .......................................................................................................................................... [4]
(c) Explain three benefits to business tourists of booking with specialist business travel agencies.
1 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]

6
(d) Describe three ways that hotels may provide for business tourists during breakfast service.
1 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(e) Business tourists normally do not have the time to visit tourist attractions when travelling.
Other than visiting attractions, discuss the activities that business tourists may take part in
which will benefit the local economy.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
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Question 3
Refer to Photograph A (Insert), a ticket barrier at an international railway station.
(a) Identify from Photograph A (Insert) three ways the railway station provides for passengers
with special needs.
1 ...............................................................................................................................................
2 ...............................................................................................................................................
3 .......................................................................................................................................... [3]
(b) State four ways that travellers can check on departure and arrival times when at railway
stations.
1 ...............................................................................................................................................
2 ...............................................................................................................................................
3 ...............................................................................................................................................
4 .......................................................................................................................................... [4]
(c) Explain why the following skills are important for staff at major railway stations:
clear speech .............................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
numeracy skills .........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
product knowledge ...................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]

8
(d) Explain why railway stations offer the following ancillary services for the customer:
café ...........................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
shops ........................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
bureau de change .....................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(e) Many transport networks sell travel passes that allow tourists to travel on a variety of networks
and transport types within one destination for a set period of time.
Discuss the appeal to international tourists of purchasing travel passes.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
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Question 4
Refer to Fig. 3 (Insert), information about Company X, a vertically integrated tour operator.
(a) Identify the following:
the expected percentage growth per year of the European outbound travel market
...................................................................................................................................................
the number of countries that Company X operates in
...................................................................................................................................................
the number of customers Company X has
.............................................................................................................................................. [3]
(b) Define the following terms:
vertically integrated tour operator .............................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
principals ..................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [4]

10
(c) Some Company X staff deal directly with customers.
Describe three procedures that staff may follow when handling customer enquiries.
1 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(d) Explain three ways that tour operators can manage the seasonality of their sales.
1 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
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(e) Discuss the benefit to tour operators of selling their products through their own chain of travel
agents.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
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© UCLES 2017 0471/12/M/J/17


MARK SCHEME
Maximum Mark: 100
Published
Teachers.
Cambridge will not enter into discussions about these mark schemes.
Cambridge is publishing the mark schemes for the May/June 2017 series for most Cambridge IGCSE®,
Cambridge International A and AS Level and Cambridge Pre-U components, and some Cambridge O Level
components.

PUBLISHED
Question Answer Mark
1(a) State the following geographical characteristics of Zambia: 3
• whether Zambia is located to the north or south of the Equator = South

• the term that best describes the climate of Zambia = tropical
• the continent that Zambia is located in = Africa
1(b) Identify the following: 4
• the only lake situated solely in Zambia = lake Bangweulu

• the name of the river running through Zambia = Zambezi
• the country situated on the western border of Zambia = Angola
• the capital of Zambia = Lusaka
1(c) Explain three reasons for the appeal of Zambia to international tourists. 6
Award one mark for the correct identification of an appeal and award a second
mark for an appropriate explanatory development of the appeal in context
• Climate [1] enjoy warmer weather [1]

• Victoria falls [1] view world’s largest waterfall [1]
• National parks [1] view wildlife [1]
• Safaris [1] big 5 [1]
• Wildlife [1] close to large game [1]
• Multi-centre trip [1] kaza-univisa reducing costs/time[1]
• Kariba Lake/Dam [1] sights can’t see at home [1]
• Access to Zambia/Zimbabwe
Responses need to be set in the context of international tourists to achieve the

full 2 marks per appeal

PUBLISHED
1(d) The Zambian Government has taken a number of strategies to encourage 6

tourism growth.
Explain the likely benefit to the tourist of the following strategies taken by
the Zambian government.
Award one mark for the correct identification of a benefit and award a second
mark for an explanatory development of the benefit
KAZA univisa
• Reduce visa costs/time [1] can easily move around [1] multi centre [1]
infrastructure development on roads

• Easier to move around [1] view more [1]
• Easier to drive [1] comfort/smoother [1]
• Reduce congestion [1] faster travel [1]
online visa application

• Convenient [1] no need to travel to embassy in home country [1]
• Easier [1] on computer [1] internet 24/7 [1]
1(e) Assess the problems caused when destinations become dependent on 6

tourist.
• Underdevelopment in other areas of the economy e.g. education

• Tourism is very vulnerable to economic, social and political changes
• Skills shortages
• Leakage
• Increased risk of recession/economic downturn
• Overcrowding
• Increased environmental impacts
• Seasonal economy
Level 1 (1–2 marks) will identify up to two problems, providing some detail
but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an analysis of the problems
significance/importance of the particular problem. Better answers will have a
reasoned conclusion
The Caribbean is the most tourism-dependent region in the world, on some of

the islands, more than half of the work force is employed by the industry [L1].
This can result in traditional skills being lost e.g. fishing [L2] resulting in
negative social impacts [L2]. Tourism is vulnerable to global economic and
social changes [L1] if skills are lost the people and economy of the country will
struggle in the event of a loss or reduction of tourism [L2] this is turn can cause
economic recession and social deprecation amongst the host population [L3] .

PUBLISHED
2(a) State three characteristics of business tourists. 3
• Less concerned about price

• Do not choose when to travel
• Spend more
• Booked by company/business
• Expect high quality
• Short stay
Credit all valid responses in context relating to characteristics and NOT needs
such as Wi-Fi, meeting rooms, etc.
2(b) M.I.C.E. is an important component of business tourism. 4
State what is meant by M.I.C.E.

• Meetings
• incentives
• Conferences
• Exhibitions
2(c) Explain three benefits to business tourists of booking with specialist 6

business travel agencies.
mark for appropriate explanatory development of the benefit in context

• Reduced workload [1] limited time to research and do booking [1]
• Specialist knowledge [1] discounts [1] know needs and wants of
business tourists [1]
• Experienced [1] best contacts/venues [1]
• Dedicated agent [1] know personal preferences [1]

PUBLISHED
2(d) Describe three ways that hotels may provide for business tourists during 6
breakfast service.
Award one mark for the correct identification of a way and award a second
mark for descriptive comment of the way in context of a business tourist.
• Newspaper [1] business news [1]
• Prompt service [1] attend meetings [1]
• Early service to room [1] early departure/check out [1]
• Self-service [1] quicker – attend meetings [1]
• Healthy options [1] regular stays away [1]
• Breakfast in room [1] leave early for meetings/travel [1]
• Room service [1] working [1]
• Breakfast meetings/designated area [1] special arrangements [1]
Responses need to be set in the context of business tourists/tourism to achieve

the full 2 marks per way
2(e) Business tourists normally don’t have the time to visit tourist attractions 6
when travelling.
Other than visiting attractions, discuss the activities that business

tourists may take part in which will benefit the local economy.
• Shopping
• Hiring meeting venues
• Eating out/restaurants
• Use local transport
Do not allow repetition of MICE.

Note: Accommodation as it is not an activity.
Credit all valid responses in the context of the local tourism economy
Level 1 (1–2 marks) will identify up to two valid activities, providing some
Level 2 (3–4 marks) can be awarded for an analysis of the activities, clearly
indicating how the local economy would benefit
significance/importance of particular activities. Better answers will have a
reasoned conclusion
Business tourists can entertain their clients at local restaurants [L1] therefore
local eating establishments will gain the tourist spend rather then it staying in
the hotel [L2] this will help to spread the economic benefit and may reduce
leakage if the hotel is a foreign brand or owned by foreign investors [L3].

PUBLISHED
3(a) Identify from Photograph A (Insert) three ways the railway station 3
provides for passengers with special needs.

• Clear/large signs
• Disabled ticket barrier
• Flat floor
• Staff ready to help
• Display screens
Only award responses that are evident in Fig 2 (Insert)
3(b) State four ways that travellers can check on departure and arrival times 4
when at railway stations.

• Text alerts
• Information board
• Email alerts to phone/tablet
• Ask staff
• Information desk/ticket counter
• Website/online
• Timetables/Leaflets
• Loudspeaker announcements
3(c) Explain why the following skills are important for staff at major railway 6
stations:
Award one mark for the correct identification of a factor and award a second
mark for a correct explanation of the factor to the passenger
clear speech
• Easily understood [1] maybe limited English speakers [1]
• Noisy environment [1] train announcements [1]
numeracy skills
• Calculate dates/times [1] time till departure [1]
• Calculate number of tickets [1] group travel [1]
• Give change [1] may handle multiple currencies [1]
product knowledge
• Advise travellers [1] get correct train/platform/time [1]
• Guidance on services [1] increase customer experience/satisfaction
[1]

PUBLISHED
3(d) Explain why railways stations offer the following ancillary services for the 6
customer:
mark for appropriate explanatory development of the way in context
Café:
Refreshments before travel [1] more pleasurable journey [1]/wait for connecting
trains [1]/wait in comfort to collect arriving passengers [1]
Shops:
Last minute purchase [1] souvenirs [1]
Bureau de Change:
Convenience [1] passengers arrive from/departing to other countries [1]
3(e) Many transport networks sell travel passes that allow tourists to travel on 6
a variety of networks and transport types within one destination for a set
period of time.
Discuss the appeal to international tourists of purchasing travel passes.
• Convenience – one ticket

• Move around whole destination
• Can be cheaper
• Less communication at ticket offices (language barriers)
Level 1 (1–2 marks) will identify up to two ways that travel passes appeal to
international tourists, providing some detail within the context but will be mainly
descriptive
Level 2 (3–4 marks) can be awarded for an analysis clearly indicating how
the travel pass helps the international tourist
significance/importance of the appeal of the travel pass for international
tourists. Better answers will have a reasoned conclusion.
Travel passes appeal to international tourists as they can move around the
destination using different forms of transport without having to purchase
multiple tickets from different providers [L1] this can be a benefit to
international tourists as there is less stress and fewer difficulties
communicating in different languages at ticket offices [L2]. Travel passes also
appeal to international tourists as they can move around the whole area [L1]
underground networks can be central only and to move outside the central
area they will need to use a bus [L2]. Overall the travel passes offer
international tourists convenience. [L3]

PUBLISHED

• the expected percentage growth of the European outbound travel
market = 2.3
• the number of countries that Company X operates in = 15
• the number of customers Company X has = 22 million
4(b) Define the following terms: 4
Award one mark for the correct identification of a characteristic of the term and
award a second mark for an appropriate development of the characteristic or
identification of an additional characteristic of the term.
vertically integrated tour operator

• tour operator that operates at different levels of the distribution chain
[1] they have Greater control [1] increased sales and market share [1]
price and cost advantages [1]
principals
• providers of tourism raw materials [1] airlines [1]
4(c) Some Company X staff deal directly with customers. 6
Describe three procedures that staff may follow when dealing with
customer enquires
Award one mark for the correct identification of a procedure and award a
second mark for a correct description of the procedure
• Ask questions [1] so that they can recommend relevant products [1]
• Listen carefully [1] understand the enquiry fully [1]
• Record details accurately [1] deliver accurate products/service [1]
• Polite and courteous [1] good customer service [1]
• Welcoming [1] good impression [1] be helpful [1]
• Open body language/posture [1]
Be aware of repetition.

PUBLISHED
4(d) Explain three ways that tour operators can manage the seasonality of 6
their sales.
mark for appropriate explanatory development of the way
• Price [1] stimulate sales [1]

• Special offers [1] increase demand [1]
• Different products/market segments [1] ski holidays/winter sun etc. [1]
• Advertise [1] sales in peak/stimulate demand in low [1]
Do not award repetition of special offers
4(e) Discuss the benefit to tour operators of selling their products through 6
their own chain of travel agents.
• Maintain control
• Receive more revenue/higher profit margin
Level 1 (1–2 marks) will identify up to two valid benefits providing some detail
within the context but will be mainly descriptive
the benefit helps the tour operator
significance/importance of the benefit. Better answers will have a reasoned
conclusion.
Tour operators that have their own chain of travel agents maintain an element
of control over the sale of their products [L1]. They can ensure that they are
sold to the customer with the level of customer service that is representative of
the product [L2] which will allow continuation of the brand identity [L3]. One of
the biggest advantages is that the tour operator will keep all the money from
the sale [L1] not having to share it with the travel agent and therefore losing a
portion of the revenue [L2]. This will help the tour operator to remain successful
[L3].


INSERT
2 hours
*6746717209-I*
DC (ST/FC) 143334
2
Star Ferry
A Star Ferry crossing is said to be an essential journey for all visitors to Hong
Kong. The ferry service carries passengers and commuters between Hong Kong
Island and Kowloon. They operate two routes and run eight ferries. Star Ferry
carries 21.6 million passengers a year with an average of 59 176 passengers a
day.
Star Ferry has received a Certificate of Excellence Award from an online review
site. The recognition is given to organisations which constantly get excellent
reviews on the website and deliver outstanding customer experience. The award
takes into account not only the quality and quantity of recent travellers’ reviews
and experiences, but also the average rating over a twelve month period.
Online review sites are growing in popularity. The sites assist customers in
gathering unbiased travel information, posting reviews and opinions of travel
related content and engaging in interactive travel forums.
Fig. 1
© UCLES 2017 0471/11/INSERT/O/N/17

3
Photograph A

4
Alaska’s Tourism Industry

Alaska is a state in the USA and is situated north of Canada. It has a diverse
landscape with mountains, glaciers, volcanoes and forests.
Alaska welcomes over 1.9 million visitors a year with 85% of them visiting during
the main tourist season from May to September, with only 15% visiting the rest
of the year.
Most visitors arrive in Alaska on a cruise ship.
Cruise ship Air

967 500 898 500
50% 46%
Highway /
ferry
80 400
4%
Method of transport used to arrive in Alaska
Visitors spend over US$1.83 billion in Alaska. This excludes the cost of
transportation to the state.
The tourism industry in Alaska generates an estimated 38 700 full- and part-time
jobs.
Fig. 2
© UCLES 2017 0471/11/INSERT/O/N/17

5
Damnoen Saduak Floating Market, Thailand
Damnoen Saduak Floating Market Tour
Itinerary
07:00 Collection from your hotel, travel by coach 110 km south-west
to Damnoen Saduak Floating Market
08:30 Arrive at Damnoen Saduak Floating Market.
08:45 Explore the Floating Market aboard a boat with our local tour
guide
10:00 Free time to explore, purchase souvenirs and take photographs
11:00 Depart the Floating Market
12:30 Arrive back at your hotel in Bangkok
Tour includes:
• Air-conditioned coach
• English-speaking local tour guide
Fig. 3
© UCLES 2017 0471/11/INSERT/O/N/17

6
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© UCLES 2017 0471/11/INSERT/O/N/17

7
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© UCLES 2017 0471/11/INSERT/O/N/17

8
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© UCLES 2017 0471/11/INSERT/O/N/17

* 6 7 4 6 7 1 7 2 0 9 *

2 hours
All Figures referred to in the questions are contained in the Insert.
DC (ST) 143333
2
Question 1
Refer to Fig. 1 (Insert), information about Star Ferry, a ferry company in Hong Kong.
the number of passengers carried by Star Ferry per year
...................................................................................................................................................
the number of routes operated by Star Ferry
...................................................................................................................................................
[2]
(b) Hong Kong is located on China’s south coast and is situated just south of the Tropic of Cancer.
State the climate of Hong Kong.
...............................................................................................................................................[1]
(c) Explain two ways that transport organisations, such as Star Ferry, can minimise their
environmental impact.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
© UCLES 2017 0471/11/O/N/17

3
(d) State three services that may be provided aboard international ferries and for each give one
benefit to the passenger.
Service Benefit
[6]
(e) Explain three ways that local people may be affected when transport services become
popular with tourists.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
© UCLES 2017 0471/11/O/N/17 [Turn over

4
(f) Discuss the benefit of looking at tourist reviews sites when planning journeys.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/11/O/N/17

5
Question 2
Photograph A (Insert), shows a catering facility situated at a tourist attraction.
(a) Identify three ways that the catering facility shown in photograph A is meeting customer
needs.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ............................................................................................................................................[3]
(b) Explain how each of the following may improve the customer experience:
multi-lingual menus ...................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
self-service fridges ....................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]
(c) Give three examples of details that a waiter would write on an order ticket and for each
suggest one reason why the waiter might write it.
Detail Reason
[6]

6
(d) Explain three benefits to tourism organisations of providing catering facilities for their
customers.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
(e) Discuss how visitor attractions may appeal to school groups.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/11/O/N/17

7
Question 3
Refer to Fig. 2 (Insert), information about tourism in Alaska.
the percentage of visitors that visit Alaska out of season
...................................................................................................................................................
the number of visitors arriving in Alaska by air
...................................................................................................................................................
the number of tourism jobs in Alaska
...................................................................................................................................................
[3]
(b) Visitors spend over US$1.83 billion in Alaska.
State four types of products and services that tourists might buy when in a destination.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
4 ............................................................................................................................................[4]
(c) Explain three factors that may discourage tourists from visiting Alaska in November.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
8
(d) Describe three disadvantages of jobs in the tourism industry.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
(e) Discuss the ways that destinations can encourage tourists to arrive out of season.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/11/O/N/17

9
Question 4
Refer to Fig. 3 (Insert), an itinerary for a tour to Damnoen Saduak Floating Market in Thailand.
the method of transport to and from Damnoen Saduak Floating Market
...................................................................................................................................................
the start time of the boat tour
...................................................................................................................................................
one suggested activity whilst at the Damnoen Saduak Floating Market
...................................................................................................................................................
[3]
(b) Explain one likely positive and one likely negative impact to the local population of the tour
in Fig. 3 (Insert) being only a half-day tour.
negative impact ........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
positive impact ...........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]

10
(c) Explain three benefits to tour operators of using local tour guides.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
(d) Describe three features of a destination that may appeal to budget travellers.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
© UCLES 2017 0471/11/O/N/17

11
(e) Discuss the appeal of all-inclusive holidays to families.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/11/O/N/17

12
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© UCLES 2017 0471/11/O/N/17

Cambridge Assessment International Education

Paper 1 Core Module October/November 2017
MARK SCHEME
Maximum Mark: 100
Published
Teachers.
Cambridge International will not enter into discussions about these mark schemes.
Cambridge International is publishing the mark schemes for the October/November 2017 series for most
Cambridge IGCSE®, Cambridge International A and AS Level components and some Cambridge O Level
components.

0471/11 Cambridge IGCSE – Mark Scheme October/November
PUBLISHED 2017
Award one mark for each correct identification.
The number of passengers 21.6 million

carried on Star Ferries per year
The number of routes operated 2
by Star Ferries
1(b) Hong Kong is located on China’s south coast and is situated just south 1
of the Tropic of Cancer.
State the climate of Hong Kong.
Award one mark for the correct identification of:
• subtropical
1(c) Explain two ways that transport organisations, such as Star Ferry, can 4
minimise their environmental impact.
mark for appropriate explanatory development of how the way reduces the
impact.
• Carbon Offsetting [1] planting trees [1] supporting energy efficiency [1]
• Using local suppliers [1] reduce delivery mileage [1] reduce pollution
caused by deliveries [1]
• Fuel efficient engines [1] burn less fuel and reduce air pollution [1]
• Incentives for workers to walk/cycle to work [1] purchase discounted
cycles [1] additional discounts given to workers [1] reduce carbon
footprint [1]
• Solar panel/wind turbine/biomass boilers [1] use green energy for port
buildings [1]
• Limit operational hours [1] reduce noise pollution [1]
Note: explanatory development should set out purpose/reasons for the way
that has been identified.

PUBLISHED 2017
1(d) State three services that may be provided aboard international ferries 6
and for each give one benefit to the passenger.
Award one mark for the correct identification of a service and award a second
mark for a correct description of the service.
Service Benefit
Shop [1] last minute purchases [1]
Tourist information office [1] leaflets and activities to do at
destination [1]
Tour guide on board [1] commentary of sights/landmarks on
route [1]
Café/restaurant [1] scenic dining experience [1]
Children’s entertainment/activity pass the time during the journey [1]
area [1]
Baggage Assistance [1] Help passengers with bags [1]
The focus of this question is on services NOT facilities e.g. toilets, power
sockets, Wi-Fi etc.
1(e) Explain three ways that local people may be affected when transport 6
services become popular with tourists.
Award one mark for the correct identification of an affect and award a second
mark for a correct explanatory development of how it affects the locals.
• Transport services becomes congested [1] locals cannot commute to

work [1]
• Traffic congestion [1] harder for locals to move around [1]
• Prices increase [1] pricing out locals [1]
• Service times change [1] locals cannot use service for daily routes [1]
• Increased waiting time to purchase tickets [1] locals lives
disrupted/inconvenienced [1]
• Increase in pollution [1] locals’ environment harmed/changed [1]
• More jobs in transport services [1] more locals employed as drivers [1]
• Increase in transport services [1] more convenient for locals [1]
Context for all explanations should be the locals.

PUBLISHED 2017
1(f) Discuss the benefit of looking at tourist reviews sites when planning 6
journeys.
Indicative content:
• Real life review
• Provides unbiased information about the destination/tourism organisation
• Hints and tips
• Find the best services/places to go
• Research prior to purchase
• View traveller photographs
• Variety of opinions
• Positive and negative, aware of difficulties
detail but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an analysis of the benefits, clearly
indicating how the tourist would benefit.
significance/importance of particular benefits. Better answers will have a
reasoned conclusion.
Example:
Tourists can research tourist review sites prior to their departure or purchase
[L1], they provide lots of different opinions from real travellers [L1]. Tourists
can understand the advantages and disadvantages of a destination and make
plans to overcome any possible issues [L2] therefore guaranteeing a more
successful trip for the tourists [L3]. However, tourist review sites are not
always authentic opinions, some posts are falsified (from competitors) and
may give a false impression [L2]. However the most important benefit is that it
is real life reviews from fellow travellers and tourists can form their opinion
based upon these views rather than biased marketing materials[L3], allowing
them to plan a more successful trip [L3].

PUBLISHED 2017
2(a) Photograph A (Insert), shows a catering facility situated at a tourist 3

attraction.
Identify three ways that this catering facility is meeting customer needs.
• Heated food display unit

• Till
• Self-service fridges
• Coffee machine
• Lighting
• Food
• Drink
• Staff ready to help/serve
• Clearly visible Menu/variety of choices
• Fridges
2(b) Explain how each of the following may improve the customer 4
experience:
mark for a correct explanatory development of the benefit.
Multi-lingual menus
• Easier to understand [1] read themselves in own language [1]
• Easier to order [1] inclusive for all customers [1]
• No need for translation [1] easier [1] less staff interaction [1]
• Attracts customers [1] inclusive [1] feel welcome [1]
Self-service drink fridges

• Quicker service [1] less staff interaction [1]
• View products easily [1] easily make choices [1]
• No need to queue [1] quicker [1]
Note: explanatory development should set out purpose/reason.

PUBLISHED 2017
2(c) Give three examples of details that a waiter would write on an order 6
ticket and for each suggest one reason why the waiter might write it.
Award one mark for the correct identification of an item and award a second
mark for a correct explanatory comment.
Detail Reason
Time of order [1] To check service time [1]
Drinks/wine order [1] To pass information to
sommelier/bar [1]
Food/Mains order [1] To notify kitchen [1]
Amount of the item ordered [1] Information for chef/kitchen/get
order right [1]
Table number [1] To deliver meals to correct table [1]
Number of customers [1] To check correct number of
mains/meals [1]
Side orders [1] To meet individual needs [1]
Allergies [1] To make kitchen/chef aware of risks
[1]
Price of item [1] To work out how much customer
has to pay [1]
Eat in/takeaway [1] To package/plate order correctly [1]
Do not award repetition of food order (e.g. meat, vegetables etc.) other than
courses.
Note: explanatory development should set out purpose/reasons for the item
2(d) Explain three benefits to tourism organisations of providing catering 6

facilities for their customers.
Award one mark for the correct suggestion of a benefit and award a second
mark for explanatory development of the benefit.
• Increase customer enjoyment/satisfaction [1] stay longer (increases dwell

time) [1]
• Increase reputation [1] attract more tourists [1]
• Provides opportunity to rest/refresh [1] customer satisfaction [1]
• Increases secondary spend [1] additional funding/income [1]
• Meeting customer needs [1] food and drink/refreshment/rest area [1]
Do not award repetition of providing refreshments e.g. food, drink etc.
Note: explanatory development should set out purpose/reasons for the

benefit that has been identified.

PUBLISHED 2017
2(e) Discuss how visitor attractions may appeal to school groups. 6
Indicative content:
• Educational talks and demonstrations
• Information/education
• Classroom
• Parking for coaches
• Guided tours
• Bring learning to life
• Packages for schools/colleges
• Discount prices for pupils/students
• Recreation time/enjoyment
Level 1 (1–2 marks) will identify up to two valid ways, providing some detail
but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an analysis of the ways, clearly
indicating how the school groups would benefit.
significance/importance of particular ways. Better answers will have a
Example:
Disneyland Paris provides educational talks [L1] which will include subject
specific activities and worksheets to increase the learning taking place [L2].
They also provide classrooms [L1] so school groups can all sit together to
learn and complete set tasks [L2]. Educational talks can be customised by the
teacher so that they can be sure that school groups learn all that they need to
[L3]. Guaranteeing that the trip will be successful and productive for the
teachers and the pupils and they all enjoy a good trip [L3].

PUBLISHED 2017
Award one mark for each correct identification:
The percentage of visitors that 15%

visit Alaska out of season
The number of visitors arriving in 898 500
Alaska by air
The number of tourism jobs in 38 700
Alaska
3(b) Visitors spend over US$1.83 billion in Alaska. 4

State four types of products and services that tourists might buy when
in a destination.
• Transport
• Tourist attractions/events
• Accommodation
• Food/drink
• Souvenirs
• Guided tour
Credit all valid responses in context. Be aware of repetition.
3(c) Explain three factors that may discourage tourists from visiting Alaska 6
in November.
Award one mark for the correct identification of a factor and award a second
mark for an explanatory development of the factor.
• Limited tourist facilities/service available [1] facilities shut down [1]

• Limited transport services [1] stopped due to safety/lack of demand [1]
• Climate/Weather [1] too cold [1]
• No national/school holidays in home country [1] limiting families from
travelling [1]
• Cruise Ships do not visit [1] cruise season has passed [1]
Note: explanatory development should set out purpose/reasons for the factor

PUBLISHED 2017
3(d) Describe three disadvantages of jobs in the tourism industry. 6
Award one mark for the correct identification of a disadvantage and award a
second mark for appropriate descriptive comment about each.
• Long/antisocial hours [1] limited time with/away from family/ friends [1]
• Seasonal employment [1] no work/money out of season [1]
• Poor pay [1] long hours for limited pay/could earn more in other industries
[1]
• Higher skilled jobs go to foreign workers [1] hard for locals to get skills
/higher paid jobs [1]
3(e) Discuss the ways that destinations can encourage tourists to arrive out 6
of season.
Indicative content:
• Events/festivals
• Special offers/promotions
• Sport tourism (if specific e.g. mountain walking in ski resorts)
Level 1 (1–2 marks) will identify up to two valid ways providing some detail
within the context but will be mainly descriptive.
the way encourages more tourism.
significance/importance of the way in encouraging tourism. Better answers
will have a reasoned conclusion.
Example:
Destinations can encourage out of season tourism numbers to grow by
holding special events and festivals [L1]. When held out of season events and
festivals give the tourist a reason to visit the destination [L2]. The tourist may
then extend their visit to the destination and see other sights therefore
spending more money within the economy [L3]. Alternatively the government
could work with tourism providers to encourage a coordinated program of
discounts/special offers [L1] encouraging tourists to travel to the destination
bringing more customers and money to the tourism businesses [L2]. This will
have the additional benefit of minimising some negative impacts associated
with tourism e.g. seasonal employment can become all year round
employment [L3] providing economic benefits and increasing the multiplier
effect in the low season [L3].

PUBLISHED 2017
4(a) Refer to Fig 3 (Insert), an itinerary for a tour to Damnoen Saduak 3

Floating Market in Thailand.
Identify the following:
The method of transport to and from [Air-conditioned] coach [1]

Damnoen Saduak Floating Market
The start time of the boat tour 08:45 [1]
One suggested activity whilst at the Purchase souvenirs [1]
Damnoen Saduak Floating Market Take photographs [1]
Explore/sightseeing [1]
4(b) Explain one likely positive and one likely negative impact to the local 4
population of the tour in Fig. 3 (Insert) being only a half-day tour.
Award one mark for the correct identification of an impact and award a
second mark for explanatory development of the impact.
Negative
• Limits tourist spending [1] economic benefit reduced [1]
• Congestion [1] large numbers in limited time [1]
• Custom for half a day only (tourism organisations) [1] part-time
employment (negative) [1] economic benefit limited [1]
Positive
• Locals can still use the facilities (market) for their original purpose [1]
minimise disruption to local life [1]
• Limits culture clash impacts [1] locals can avoid tourists in afternoon [1]
Note: explanatory development should set out purpose/reasons for the impact
that the candidate has identified.

PUBLISHED 2017
4(c) Explain three benefits to tour operators of using local tour guides. 6
mark for a correct explanatory development of the benefit.
• minimise negative social impacts [1] providing a positive selling point to

the operator [1]
• Guides have local knowledge [1] advise tourists accordingly [1]
• Local guides may have better knowledge [1] know the best spots/times
etc. [1]
• Guides are aware of and sensitive to impacts [1] may have first-hand
experience of the impacts [1]
• Advise tourists not to act inappropriately [1] minimising impacts [1]
• Be respectful of local traditions [1] allowing better relationship with the
host population [1]
• Cheaper than importing staff [1] local living standards or wages maybe
lower [1]

4(d) Describe three features of a destination that may appeal to budget 6

travellers.
second mark for a correct explanatory development of that appeal – in the
context of budget travellers.
• Public transport [1] cheaper mode of travel/than taxi/affordable [1]

• Good transport links [1] independent travellers/prefer flexible transport [1]
• Local street food [1] more authentic experience/interact with the
locals/cheaper than restaurants [1]
• Affordable/cheaper hotels or hostels [1] accommodation to suit limited
budget [1]
• Centrally located accommodation [1] no transport required [1]
• Affordable cheap/free attractions [1] can still visit even with a limited
budget [1]

appeal that has been identified and must be set in the context of budget
travellers.

PUBLISHED 2017
4(e) Discuss the appeal of all-inclusive holidays to families. 6
Indicative content:
• Budget prior to departure
• Minimal spend when at resort
• Kids clubs and entertainment included
• Popular with families – meet other families/children
• No need to travel out of the resort
• Families may feel safer
• Snacks and drinks are included reducing daily spend
Context has to be all-inclusive and families
Level 1 (1–2 marks) will identify up to two valid points of appeal of all-
inclusive holidays for families providing some detail.
families benefit from the point of appeal identified.
appeal of all-inclusive holidays to families. Better answers will have a
Example:
All-inclusive holidays are good for families because everything is included,
families will know exactly how much they will spend [L1] this allows them to
budget and save in advance of the holiday [L1]. This is good because it can
be expensive to pay for a whole family to go on holiday [L2]. All-inclusive
holidays appeal to families so it is likely that other families will be in the resort
[L1] so children will find other children to play with and enjoy their holiday
[L2]. This will increase their enjoyment [L3]. The biggest advantage to families
is the ability to budget and control their expenditure [L3].


INSERT
2 hours
*4645858394-I*
DC (LK/FD) 131817/2
2
World’s Busiest Airports: Total international passengers
INTERNATIONAL
RANK RANK PASSENGERS
AIRPORT CITY / COUNTRY / CODE
2014 2013 Percent
Total
change
1 2 DUBAI, Arab Emirates (DXB) 69 954 392 6.2
2 1 LONDON, Great Britain (LHR) 68 091 095 1.1
3 3 HONG KONG, Hong Kong (HKG) 62 901 024 6.1
4 4 PARIS, France (CDG) 58 627 080 3.3
5 6 AMSTERDAM, Netherlands (AMS) 54 940 534 4.6
6 5 SINGAPORE, Singapore (SIN) 53 289 000 1.0
7 7 FRANKFURT, Germany (FRA) 52 713 013 2.7
8 9 INCHEON, South Korea (ICN) 44 906 813 10.1
9 10 ISTANBUL, Turkey (IST) 38 037 302 11.6
10 8 BANGKOK, Thailand (BKK) 37 183 099 –10.0
11 12 TAIPEI, Taiwan (TPE) 35 402 285 11.3
12 13 LONDON, Great Britain (LGW) 34 438 531 8.8
13 11 KUALA LUMPUR, Malaysia (KUL) 34 437 677 5.6
14 15 MUNICH, Germany (MUC) 30 247 738 3.6
15 16 MADRID, Spain (MAD) 29 618 803 6.9
16 14 TOKYO, Japan (NRT) 29 591 636 –2.9
17 17 NEW YORK NY, United States (JFK) 28 248 253 6.4
18 19 BARCELONA, Spain (BCN) 27 246 041 9.0
19 18 ROME, Italy (FCO) 26 840 909 7.1
20 21 DOHA, Qatar (DOH) 26 356 392 13.3
Fig. 1
© UCLES 2017 0471/12/INSERT/O/N/17

3
Brazil Tourist Visa Requirements
Brazil hosts only six million international inbound tourists per year. The tourism industry is largely
based on domestic visitors with 94% of tourist spending coming from domestic visitors.
Brazil’s tourism minister hopes that relaxing the country’s visa rules will help develop Brazil’s
inbound tourism sector.
People from 83 countries can currently visit Brazil without a visa. The countries that require
Brazilians to hold a visa to visit their country, must apply for a visa to travel to Brazil. For example
United States, Australia and Canada.
In order to obtain a visa, tourists are required to submit application forms, passports, photographs
and itinerary information weeks ahead of travel. This can typically cost US$160.
Canada UK
USA
Brazil
Australia
Fig. 2

4
Photograph A
Photograph B for Question 3
Photograph B
© UCLES 2017 0471/12/INSERT/O/N/17

5
Moscos is an independent tour operator which has been in operation for over 50 years. Moscos
provides holidays to over 780 000 customers in 65 destinations each year.
Moscos offers a flexible choice of holidays from mainstream to specialist including beach, multi-
centre, tour and stay, cruise and city breaks in destinations worldwide. Its range of holidays
includes Goa and the Indian Ocean, Mexico, the Caribbean, Florida, the Mediterranean, Egypt
and North Africa. Specialist holidays include Finnish Lapland Santa Adventures, Dream Weddings
and newly launched ski holidays.
Moscos aims to provide guests with everything that makes the perfect holiday – from putting the
package together to in resort service.
Fig. 3
© UCLES 2017 0471/12/INSERT/O/N/17

6
BLANK PAGE
© UCLES 2017 0471/12/INSERT/O/N/17

7
BLANK PAGE
© UCLES 2017 0471/12/INSERT/O/N/17

8
BLANK PAGE
© UCLES 2017 0471/12/INSERT/O/N/17

* 4 6 4 5 8 5 8 3 9 4 *

2 hours
This document consists of 12 printed pages and 1 Insert.
DC (LK) 131816/1
2
Question 1
Refer to Fig. 1 (Insert), information from the 2014 Airport Rankings.
• the highest ranking European airport
..........................................................................................................................................
• the airport with the greatest negative percentage change in international passengers
..........................................................................................................................................
• the name of the only American airport to feature in the top 20 rankings
..........................................................................................................................................
[3]
(b) Dubai airport (DXB) now ranks as the world’s busiest airport for international passenger
traffic.
Explain two negative economic impacts associated with increased arrivals of international
tourists.
1 ...............................................................................................................................................
..................................................................................................................................................
..................................................................................................................................................
..................................................................................................................................................
2 ...............................................................................................................................................
..................................................................................................................................................
..................................................................................................................................................
..................................................................................................................................................
[4]
© UCLES 2017 0471/12/O/N/17

3
(c) The International Air Transport Association (IATA) is the global trade association for airlines.
Explain three benefits to airlines of being a member of IATA.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(d) Air Arabia offers a low cost air service across the Middle East, North Africa, Asia and Europe.
Describe three characteristics of low cost airlines.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
4
(e) International airports offer passengers the option to upgrade their airport experience by
booking into a VIP lounge.
Discuss the appeal to leisure tourists of upgrading to the VIP airport lounge.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/12/O/N/17

5
Question 2
Refer to Fig. 2 (Insert), information regarding Brazil’s tourist visa requirements.
• the number of international visitors to Brazil per year
...........................................................................................................................................
• the typical cost of a visa to Brazil
...........................................................................................................................................
• the percentage of spending from domestic visitors
...........................................................................................................................................
[3]
(b) State the following:
• the continent that Brazil is in
...........................................................................................................................................
• whether a flight from London, U.K. to Rio de Janeiro, Brazil would be long haul or
short haul
...........................................................................................................................................
[2]
(c) Explain two ways governments can encourage the growth of tourism.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]

6
(d) The Olympic Games is an international sporting event that attracts tourists from all over the
world. The 2012 London Olympics are said to have created 14 000 new tourism jobs.
Describe three direct tourism jobs that events could generate.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(e) National Tourism Organisations (NTOs) play an important role in the development and
promotion of tourism.
Explain two ways that NTOs could encourage an increase in business tourism.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]
© UCLES 2017 0471/12/O/N/17

7
(f) Discuss the ways that promotional materials can be used to encourage sustainable tourism.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]

8
Question 3
Refer to Photographs A and B (Insert), a businesswoman checking in to a hotel and a touch screen
survey.
(a) When checking in to a hotel, staff inform customers about the services and facilities that are
available to them.
State four services or facilities that hotel staff may discuss with a business customer at
check in.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
4 ................................................................................................................................................
[4]
(b) When checking in to a hotel, customers will be asked to complete a registration record.
State three items of personal data requested on a registration record.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(c) Suggest two members of staff that a hotel receptionist will inform once a guest has checked
out and explain why they need to be informed.
Member of staff Reason why
[4]
© UCLES 2017 0471/12/O/N/17

9
(d) Travel and tourism organisations have procedures that members of staff are required to follow
when handling customer complaints.
Explain four ways that staff in a hotel can display good customer service when handling
complaints.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
4 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[8]

10
(e) Many travel and tourism organisations will use technology such as touch screens, to gather
information on their level of customer care as seen in photograph B (Insert).
Discuss the benefits to travel and tourism organisations of using technology to measure their
customer care standards.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/12/O/N/17

11
Question 4
Refer to Fig. 3 (Insert), information about Moscos.
(a) State two components included in a package holiday.
1 ................................................................................................................................................
2 ................................................................................................................................................
[2]
(b) State three characteristics of independent tour operators.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(c) Moscos offer cruise packages.
Identify the two major cruise circuits offered by Moscos.
1 ................................................................................................................................................
2 ................................................................................................................................................
[2]
(d) Explain three factors that may limit where tourists choose to visit.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]

12
(e) Moscos sell all-inclusive holidays.
Explain three disadvantages to a destination of all-inclusive holiday packages.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(f) Discuss how destinations may cater for backpacker tourists.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2017 0471/12/O/N/17


Paper 1 Core Module October/November 2017
MARK SCHEME
Maximum Mark: 100
Published
Teachers.
Cambridge International is publishing the mark schemes for the October/November 2017 series for most
Cambridge IGCSE®, Cambridge International A and AS Level components and some Cambridge O Level
components.

PUBLISHED 2017
The highest ranking European London /Heathrow/LHR [1]

airport
The airport with the greatest Bangkok/BKK [1]
negative percentage change in
international passengers
The name of the only American New York/NY/JFK [1]
airport to feature in the top 20
rankings
1(b) Dubai airport (DXB) now ranks as the world’s busiest airport for 4
international passenger traffic.
Explain two negative economic impacts associated with increased

arrivals of international tourists.
Award one mark for the correct identification of a negative economic impact
and award a second mark for an appropriate explanatory development for
each.
• Import leakage [1] – F&B imported to meet tourists needs [1]
• Export leakage [1] – foreign investors finance resorts/hotels and take

profits back to their country [1]
• Inflation [1] – prices rise/locals priced out of the market [1]

PUBLISHED 2017
1(c) The International Air Transport Association (IATA) is the global trade 6
association for airlines.
Explain three benefits to airlines of being a member of IATA.
mark for explanatory development of the benefit in context: the benefit must
be to the airline.
• Involved with change/improvements of industry

(safety/efficiency/standardisation/profitability/environmental) [1] airlines
become more successful [1]
• IATA training [1] improve services and standards [1]
• Discounts on industry publications [1] up to date research and
information [1]
• IATA supports and promotes interests of members [1] have views
represented with governments etc. [1] driving industry change [1]
• Attend IATA meetings/AGM [1] meet and learn from industry
professionals [1]
• Access to up to date information/policies and procedures [1] e.g. safety
standards [1]
• Recognition of professionalism/prestige [1] involvement with industry
body [1] attract customers/suppliers [1]
• Assures customers of quality/safety [1] attract customers/customer
satisfaction [1]
• Trustworthy airline [1] customer satisfaction/assurance before purchasing
tickets [1]


PUBLISHED 2017
1(d) Air Arabia offers a low cost air service across the Middle East, North 6
Africa, Asia and Europe.
Describe three characteristics of low cost airlines.
Award one mark for the correct identification of a characteristic and award a
second mark for a correct description of the characteristic in context.
• Basic/no frills/no luxury [1] ideal for short haul [1]

• Scheduled [1] fly to a set timetable [1]
• Pay extra for baggage [1] passengers pay extra for all luggage/hold
luggage [1]
• Seats not allocated [1] seats allocated on a first come first served
basis/passengers can pay extra for allocated seating [1]
• One class [1] economy class only/no business/first class [1]
• Limited/no additional service [1] no entertainment/TV/can pay for TV [1]
• No free meals [1] option to pay for food & beverages [1]
• Less leg room [1] seats closer together to allow for max capacity [1]
• Fly to regional airports [1] cheaper landing fees [1]

PUBLISHED 2017
1(e) International airports offer passengers the option to upgrade their 6

airport experience by booking into a VIP lounge.
Discuss the appeal to leisure tourists of upgrading to the VIP airport

lounge.
Indicative content:
• Free Wi-Fi
• Complementary food & beverages
• Spa treatments
• Higher level of service
• Comfortable seating
• Television
• Better services than main lounges
• Exclusivity/quieter/special experience or occasion
Level 1 (1–2 marks) will identify up to two valid features of the VIP airport
lounge, providing some detail but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an analysis of the feature of the
VIP lounge, clearly indicating how it would appeal to a leisure tourist.
significance/importance of particular features. Better answers will have a
Example:
Upgrading to the VIP lounge will give leisure tourists access to free wi-fi [L1]
allowing leisure tourists to stay in contact with their families and do last
minute planning and research [L2] allowing leisure tourists to use their time
more effectively [L3]. They will also get access to complementary
refreshments [L1] allowing them to refuel and refresh before boarding in a
relaxing exclusive environment [L2]. Leisure tourists can indulge in the VIP
lounge experience giving them a sense of prestige and privilege making the
airport experience more pleasurable [L3].

PUBLISHED 2017
2(a) Refer to Fig. 2 (Insert), information regarding Brazil’s tourist visa 3

requirements.
The number of international 6 million

visitors to Brazil per year
The typical cost of a visa to Brazil $160
Percentage of spending from 94%
domestic visitors
2(b) State the following: 2
Award one mark for the correct identification of
The continent that Brazil is in South America

Whether a flight from London, Long Haul
U.K. to Rio de Janeiro, Brazil
would be long haul or short haul
2(c) Explain two ways governments can encourage the growth of tourism. 4
mark for explanatory development of the way in context.
• Relax visa rules [1] easier access for tourists [1]

• Fund/increase funding for National Tourist Boards [1] TBs promote the
country [1]
• Fund regeneration/restoration projects to attract tourists [1] improved
areas have a greater appeal [1]
• Ministry/government office for tourism [1] recognising value and
controlling tourism activities [1]
• Creation of national plan/objectives [1] set goals/strategies/policy to
increase tourism [1]
• Creation of policies [1] providing guidance to support and develop the
industry [1]
• Planning [1] designate areas for tourism development/relax planning
rules for tourism development [1]
• Laws protecting tourists [1] enhancing travel experience/consumer
protection etc. [1]
• Fund tourism infrastructure [1] such as airports/public transport [1]
• Subsidies/grants for tourism organisations [1] encourage/support private
sector to provide more tourism infrastructure/opportunities [1]

PUBLISHED 2017
2(d) The Olympic Games is an international sporting event that attracts 6

tourists from all over the world. The 2012 London Olympics are said to
have created 14 000 new tourism jobs.
Describe three direct tourism jobs that events could generate.
Award one mark for the correct identification of a direct tourism job and award
a second mark for a correct description of the job/need for the job
• Hotel receptionist [1] required to check in guests due to increased visitor

arrivals [1]
• Tour guides [1] tourists will experience some of the country’s attractions
whilst visiting [1]
• Ticket agents [1] selling tickets to the events and tourist attractions [1]
• Room stewards/cleaners [1] clean hotel rooms for new guests [1]
• Tour operators [1] selling specialised packages to the event [1]
• Coach/taxi drivers [1] tourists move around the destination while at
events [1]
Credit all valid direct travel or tourism job responses.
2(e) National Tourism Organisations (NTOs) play an important role in the 4

development and promotion of tourism.
Explain two ways that NTOs could encourage an increase in business

tourism.
mark for explanatory development of how the way will encourage an increase
in business tourism.
• Host/attend trade fairs [1] promote country to target (Business) audience

[1]
• Marketing/advertise in trade magazines/web sites [1] highlighting
conference facilities available [1]
• Produce market research [1] allowing private tourism providers to
recognise benefit of business tourism [1]/gaps in the business tourism
market [1]/characteristics of the business tourism sector [1]
• Overseas offices [1] knowledgeable in business tourism facilities and
components [1]
• Familiarisation trips [1] for Travel Agents/Tour Operators to sell the
destination better [1]

PUBLISHED 2017
2(f) Discuss the ways that promotional materials can be used to encourage 6
sustainable tourism.
Indicative content:
• Leaflets on sustainability prior to departure/on arrival
• Inform the reader about cultural norms at the destination
• Inform tourists about the fragile environment/ecosystem
Award all valid responses in any context i.e. Tourists/Tourism/Tourist

providers/Government
This is about informing and educating tourists about sustainable tourism

through the use of promotional materials NOT the benefits or disadvantages
of different promotional methods.
Level 1 (1–2 marks) will identify up to two valid promotional materials or two
pieces of information from these materials.
this could influence/help the tourist to behave sustainably.
significance/importance of delivering the sustainable message and
influencing tourist behaviour. Better answers will have a reasoned
conclusion.
Example:
Travel agents can provide tourists with leaflets prior to departure informing
tourists of recommended behaviour when at the resort [L1]. Tourists can read
the leaflet before departure and ensure that they are equipped with the right
clothing/equipment to behave responsibly when at the destination/resort [L2].
When tourists adopt sustainable principles it can reduce and minimise any
impacts to the host population and host destination [L3].

PUBLISHED 2017
3(a) When checking in to a hotel, staff inform customers about the services 4
and facilities that are available to them.
State four services or facilities that hotel staff may discuss with a
business customer at check in.
• Wi-Fi code/how to access Wi-Fi [1]

• Wake up call [1]
• Newspaper [1]
• Restaurant opening times/offer a restaurant booking/catering [1]
• Map of the local area [1]
• Room service [1]
• Spa facilities [1]
• Gym facilities [1]
• Pool facilities [1]
• Bar facilities [1]
• Currency exchange [1]
• Bell boy/porter [1]
3(b) When checking in to a hotel customers will be asked to complete a 3

registration record.
State three items of personal data requested on a registration record.
• Name [1]
• Address [1]
• Passport number/ID number [1]
• Signature [1]
• Telephone number [1]
• Car registration number [1]
• Email [1]
• Gender/title [1]
• Nationality [1]

PUBLISHED 2017
3(c) Suggest two members of staff that a hotel receptionist will inform once 4
a guest has checked out and explain why they need to be informed.
Award one mark for each correct identification of a member of staff and
award a second mark for a correct explanation of the need to inform them
Member of staff: Reason for communication:

Room Steward/cleaner [1] prompt cleaning of room ready for
next guest [1]
Bell Boy/Porter [1] Assist tourist with bags out to
car/taxi [1]
Driver/Chauffeur [1] Ready to drive customer to their
next destination [1]
3(d) Travel and tourism organisations have procedures that members of 8

staff are required to follow when handling customer complaints.
Explain four ways that staff in a hotel can display good customer
service when handling complaints.
mark for explanatory development in context.
• Listen carefully [1] customer feels valued [1]

• Apologise in general terms [1] customer feels hotel is concerned [1]
• Ensure customer the matter is being investigated [1] prevent repeat
incidents [1]
• Don’t argue with the customer [1] customer able to present views and
issues in a receiving way [1]
• Agree a solution with the customer [1] customer feels action is being
taken/complaint been taken seriously [1]
• Ensure that actions promised to the customer are taken [1] prevent
repeat incidents [1]
• Record the complaint [1] track trends/identify areas of weakness [1]
• Don’t interrupt [1] customer feels they are being listened to and taken
seriously [1]
• Inform management [1] track problems/assist if staff unable to solve the
issue [1]

PUBLISHED 2017
3(e) Many travel and tourism organisations will use technology such as 6
touch screens, to gather information on their level of customer care as
seen in photograph B (Insert).
Discuss the benefits to travel and tourism organisations of using

technology to measure their customer care standards.
Indicative content:
• More customers will complete it as it is quicker/easier
• Improves the quantity of feedback collected
• Easier to approach/target customers after the sale
• More affordable than paper version (less waste) – internet/email
database
• Convenient – results collated/accessed easily
• Not lost/saves space
• Results easily processed
• Encourages customer to fill out/complete – more accessible/appealing
• Follow up on complaints
Level 1 (1–2 marks) will identify up to two valid benefits of using technology
providing some detail within the context of collecting feedback but will be
mainly descriptive.
this could benefit the travel and tourism organisation. Only award specific
benefits in relation to technology.
significance/importance to the travel and tourism organisation. Better answers
Example:
Travel and tourism organisation will use technology to help them collect
customer feedback, as a method it can be more appealing to customers [L1]
in particular younger customers. This will improve the response rate [L2]
benefiting the organisation by collecting more responses [L2] allowing the
organisation to better analyse their customer service standards and make
informed improvements [L3].

PUBLISHED 2017
4(a) State two components included in a package holiday. 2
• Transport/Travel
• Accommodation
• Transfers
Award these responses only
4(b) State three characteristics of independent tour operators. 3
• Carry small volumes

• Not part of a chain
• Not vertically integrated
• Small to medium specialists
• Often focus on ‘off the beaten track’ destinations
• Niche/bespoke products
• Often focus on ethical products
• Often use local suppliers
• Charge higher prices
4(c) Moscos offer cruise packages. 2
Identify the two major cruise circuits offered by Moscos.
• Mediterranean
• Caribbean

PUBLISHED 2017
4(d) Explain three factors that may limit where tourists choose to visit. 6
Award one mark for the correct identification of a limiting factor and award a
second mark for explanatory development of that factor context.
• Disposable income [1] affordability/personal budget/affordability at

destination [1]
• Employment status [1] access to disposable income is reduced [1]
• Size of household [1] increased total cost [1]
• Number of children [1] increased total cost [1]
• Number of trips taken last year [1] personal budget more trips more
expense [1]
• Free time available [1] short haul flights preferred [1]
• Age [1] length of time travelling/method of travel [1]
• Health [1] length of time travelling/method of travel [1]
• Cost of transport [1] personal budget [1]
• Distance [1] length of time travelling [1]
• Accessibility [1] frequency of transport services [1]
• Climate [1] health [1]
• Extreme weather [1] avoid dangerous weather events [1]
• Activities/attractions not available [1] tourists visit only when open [1]
• Safety [1] health/terror/crime/political [1]
• Visa eligibility [1] not allowed to travel to certain destinations [1]
• Culture/social differences [1] different values [1]

PUBLISHED 2017
4(e) Moscos sell all-inclusive holidays. 6
Explain three disadvantages to a destination of all-inclusive holiday

packages.
Award one mark for the correct identification of a disadvantage and award a
second mark for explanatory development of that disadvantage in context
• Leakage – resorts owned by foreign investors [1] tourists do not leave

resort [1]
• Tourist do not spend outside of resort [1] loss of local businesses [1]
• Increased conflict with host population [1] lack of interaction [1]
• Fewer tips given [1] workers paid less [1]
• Local tourism firms struggle [1] cannot complete with international
corporation margins [1]
• Limits multiplier effect in destination [1] don’t spend in/out of resort [1]
Note: In most all-inclusive package tours, about 80% of travellers’

expenditures go to the airlines, hotels and other international companies (who
often have their headquarters in the travellers’ home countries), and not to
local businesses or workers. (unep.org)
Context has to be all-inclusive

disadvantage that has been identified.

PUBLISHED 2017
4(f) Discuss how destinations may cater for backpacker tourists. 6
Indicative content:
• Basic/affordable accommodation
• Travel cards
• Budget food providers
• Adventurous activities/activities
Level 1 (1–2 marks) will identify up to two provisions for backpackers

providing some detail within context.
this could benefit the backpacker.
Level 3 (5–6 marks) can be awarded for evaluative comment. Better

answers will have a reasoned conclusion.
Example:
Rotorua, New Zealand.
Backpackers are budget conscious tourists who move around destinations
and travel for an extended period [L1]. In Rotorua there is a large choice of
hostel accommodation [L1] for backpackers to choose from, helping them to
minimise their accommodation spend [L2]. There are also plenty of budget
food providers [L1]. Backpackers might be travelling alone and not want to
eat alone in restaurant [L2] as well as having limited budgets [L2].
Destinations need to provide a wide variety of cost effective facilities to
ensure that they maintain/establish a reputation as a suitable destination for
backpackers [L3]. Due to the level of competition in destinations catering for
them [L3].


INSERT
2 hours
*3533198602-I*
DC (NF) 161962
2
Shopping as a reason for travel

For many tourists shopping has become an important reason for travel.
Tourists used to go on vacation to sightsee. By plane, train or car, tourists set out to explore what
the destination had to offer.
North America is home to some impressive natural sights, world-class museums and galleries,
dining, festivals, events and more. Though these attractions still appeal to tourists, a new trend
has emerged: shopping.
Shopping tourism in New York City (NYC)

New York City receives 10 million international tourists each year; the most of any city in the
USA. NYC & Company, the city’s official tourism marketing organisation, estimates that almost
25 cents out of every dollar spent by visitors in New York City is spent on shopping. Travellers
spend approximately $8 billion (USD) in the city’s stores and shops, generating $750 million (USD)
annually in sales taxes for the city.
Fig. 1
© UCLES 2018 0471/11/INSERT/M/J/18

3
Tourism in Japan
The Japan National Tourism Organisation (JNTO) has announced that the number of inbound
tourists visiting Japan has grown by 47.1%. This year visitor numbers reached 19.7 million, the
highest number since 1964.
For the first time since 1970, the number of overseas visitors to Japan has exceeded the number
of Japanese outbound travellers.
Sales of domestic tours have continued to grow.
RUSSIA
CHINA Sakhalin Island
NORTH KOREA Sea

of
Pyongyang Japan
Seoul
Yellow SOUTH KOREA

JAPAN
Sea Tokyo
East China Sea
Pacific
Ocean
Fig. 2

4
Photograph A
© UCLES 2018 0471/11/INSERT/M/J/18

5
Photograph B
© UCLES 2018 0471/11/INSERT/M/J/18

6
BLANK PAGE
© UCLES 2018 0471/11/INSERT/M/J/18

7
BLANK PAGE
© UCLES 2018 0471/11/INSERT/M/J/18

8
BLANK PAGE
© UCLES 2018 0471/11/INSERT/M/J/18

* 3 5 3 3 1 9 8 6 0 2 *

2 hours
DC (NF) 161963
2
Question 1
Refer to Fig. 1 (Insert), information about shopping as a reason for travel.
• the number of international tourists to New York City
...........................................................................................................................................
• the amount spent on shopping
...........................................................................................................................................
• the continent that New York City is in
...........................................................................................................................................
• the amount of sales taxes generated from shopping each year
...................................................................................................................................... [4]
(b) State the three main reasons for travel.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ........................................................................................................................................... [3]
(c) Describe three services that hotels might provide for shopping tourists.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
© UCLES 2018 0471/11/M/J/18

3
(d) Explain three ways that national governments can encourage the growth of tourism.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 . ...............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(e) Discuss the possible positive social and cultural impacts associated with selling traditional
arts and crafts as souvenirs.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
4
Question 2
Refer to Fig. 2 (Insert), information about tourism in Japan.
• the capital of Japan
...........................................................................................................................................
• the name of the sea located north and west of Japan
...........................................................................................................................................
• if local time in Japan is ahead of or behind London, UK
...........................................................................................................................................
• the number of inbound tourists to Japan
...................................................................................................................................... [4]
(b) Tourists can travel to Japan independently or as part of a package holiday.
Describe the chain of distribution between tour operators and travel agents.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [4]
(c) Describe how an increase in inbound tourism may lead to an increase in import leakage.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [3]
© UCLES 2018 0471/11/M/J/18

5
(d) Explain three roles of national tourism organisations such as the Japan National Tourism
Organisation (JNTO).
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(e) State two services that tour operators provide for their customers when at a destination.
1 ................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
.............................................................................................................................................. [2]

6
(f) Assess the likely factors that have contributed to the growth of inbound tourism in Japan.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
© UCLES 2018 0471/11/M/J/18

7
Question 3
Refer to Photograph A (Insert), a member of cabin crew demonstrating safety procedures.
(a) State three ways passengers onboard an aircraft are given safety instructions.
1 ................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
.............................................................................................................................................. [3]
(b) Explain one benefit to passengers of each of the following inflight services:
duty free shopping ....................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
inflight magazine .......................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [4]

8
(c) Describe one service that airlines provide inflight for passengers with the following needs:
travelling with young children ...................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
hearing difficulties .....................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
dietary needs ............................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(d) When arriving at an airport passengers may need to use connecting transport to get to their
final destination.
Explain the benefit to international tourists of each of the following methods of transport found
at airports:
taxi ............................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
train ...........................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
local bus service .......................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
© UCLES 2018 0471/11/M/J/18

9
(e) Discuss the services provided by airlines for pilgrim tourists.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]

10
Question 4
Refer to Photograph B (Insert), a travel agency in Hanoi, Vietnam.
(a) Identify four services offered by the travel agency.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
4 ........................................................................................................................................... [4]
(b) State three ways that travel agents can provide information for their customers.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ........................................................................................................................................... [3]
(c) Travel agents sell many different products which appeal to different types of tourists.
Describe the following products offered by travel agents:
package holiday ........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
travel insurance ........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
airport transfer ..........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
© UCLES 2018 0471/11/M/J/18

11
(d) Tourists can book tours in many different ways.
Explain three likely reasons why tourists might use a local travel agent at their destination to
book a tour.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
(e) Assess the importance to travel agents of selling ancillary services.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
.............................................................................................................................................. [6]
[Total: 25]
© UCLES 2018 0471/11/M/J/18
12
BLANK PAGE
© UCLES 2018 0471/11/M/J/18

TRAVEL & TOURISM 0471/11

MARK SCHEME
Maximum Mark: 100
Published
This mark scheme is published as an aid to teachers and candidates, to indicate the requirements of
the examination. It shows the basis on which Examiners were instructed to award marks. It does not
indicate the details of the discussions that took place at an Examiners’ meeting before marking began,
which would have considered the acceptability of alternative answers.
Mark schemes should be read in conjunction with the question paper and the Principal Examiner
Report for Teachers.
Cambridge International is publishing the mark schemes for the May/June 2018 series for most
Cambridge IGCSE™, Cambridge International A and AS Level and Cambridge Pre-U components,
and some Cambridge O Level components.
IGCSE™ is a registered trademark.

PUBLISHED
Generic Marking Principles
These general marking principles must be applied by all examiners when marking candidate answers.
They should be applied alongside the specific content of the mark scheme or generic level descriptors
for a question. Each question paper and mark scheme will also comply with these marking principles.
GENERIC MARKING PRINCIPLE 1:
Marks must be awarded in line with:
• the specific content of the mark scheme or the generic level descriptors for the question
• the specific skills defined in the mark scheme or in the generic level descriptors for the question
• the standard of response required by a candidate as exemplified by the standardisation scripts.
Marks awarded are always whole marks (not half marks, or other fractions).
Marks must be awarded positively:
• marks are awarded for correct/valid answers, as defined in the mark scheme. However, credit
is given for valid answers which go beyond the scope of the syllabus and mark scheme,
referring to your Team Leader as appropriate
• marks are awarded when candidates clearly demonstrate what they know and can do
• marks are not deducted for errors
• marks are not deducted for omissions
• answers should only be judged on the quality of spelling, punctuation and grammar when these
features are specifically assessed by the question as indicated by the mark scheme. The
meaning, however, should be unambiguous.
Rules must be applied consistently e.g. in situations where candidates have not followed
instructions or in the application of generic level descriptors.
Marks should be awarded using the full range of marks defined in the mark scheme for the question
(however; the use of the full mark range may be limited according to the quality of the candidate
responses seen).
Marks awarded are based solely on the requirements as defined in the mark scheme. Marks should
not be awarded with grade thresholds or grade descriptors in mind.

PUBLISHED
1(a) Refer to Fig. 1 (Insert), information about shopping as a reason for 4

travel.
• the number of international tourists to NYC: 10 million

• the amount spent on shopping: $8 billion/25 cents in every dollar
• the continent that NYC is in: North America
• the amount of sales taxes generated from shopping per year:
$750 million
1(b) State the three main reasons for travel. 3
• Leisure
• Business
• Visiting friends and relatives
Accept these responses only
1(c) Describe three services that hotels might provide for shopping 6
tourists.
Award one mark for the correct identification of a service and award a
second mark for appropriate descriptive comment of the service.
• Information/Leaflets/brochures in rooms/lobby [1] info on local

shopping facilities [1]
• Hotel shop [1] purchase souvenirs and local specialities [1]
• Shuttle bus to shopping area [1] free/cheap [1] easy [1] door to
door [1]
• Concierge/staff guidance/advice [1] recommendations [1]
Do not allow repetition of information
1(d) Explain three ways that national governments can encourage the 6
growth of tourism.
mark for appropriate explanatory development of the way in context.
• Develop a tourism policy [1] plan for

control/administration/support/management of tourism [1]
• Highlight areas for development [1] development planning [1]
• Laws [1] protection for tourists and locals [1]
• Fund NTOs [1] support and develop the industry [1] implement
government goals for tourism [1]

PUBLISHED
1(e) Discuss the possible positive social and cultural impacts associated 6
with selling traditional arts and crafts as souvenirs.
Indicative content:
• Preservation of crafts – skills of making souvenirs
• Increased cultural understanding – educate as produce
• Cultural pride
• Renaissance of arts/crafts
Context must be social and cultural
Level 1 (1–2 marks) will identify up to two positive social/cultural impacts

providing some detail within the context but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an explanation clearly indicating
how the positive social/cultural impact affect the local
population/country/culture
Level 3 (5–6 marks) can be awarded for discussion of the
significance/importance of the positive social/cultural impact. Better answers
Creating and selling souvenirs for tourists can result in traditional crafts and
skills being preserved [L1] and being passed down from generation to
generation [L1]. Not only does this preserve skills but it can increase the
perceived value of the traditional skills/crafts within the community [L2]
young people may remain within the community and produce these
souvenirs therefore minimising changes in family structures [L3]. The local
community can take pride in their arts and crafts [L1] often producing them
in front of the tourists explaining the skills and traditions behind the items
[L2]. Therefore increasing cultural understanding and interaction between
the tourist and the host population [L3]. In my opinion the most important
positive impact is, when carefully managed, these arts and crafts are
preserved for future generations [L3] contributing towards the survival of the
culture. [L3]

PUBLISHED
2(a) Refer to Fig. 2 (Insert), information about tourism in Japan. 4
• the capital of Japan: Tokyo

• the name of the sea located north and west of Japan: Sea of
Japan
• if local time in Japan is ahead of or behind London, UK: ahead
• the number of inbound tourists to Japan: 19.7 million
2(b) Tourists can travel to Japan independently or as part of a package 4

holiday.
Describe the chain of distribution between tour operators and travel

agents.
Award one mark for the correct identification of a connection and award a
second mark for descriptive comment of the connection.
• Tour operators purchase the raw materials (transport,

accommodation, transfers) [1] put together into various package
holidays [1] sell them onto travel agent [1] travel agent sells on to
the tourist [1]
• Some tour operators now sell their packages directly to customers
[1] as a result of ecommerce/selling on internet [1]
• Vertical integration [1] has resulted in some tour operators also
having a travel agency [1]
2(c) Describe how an increase in inbound tourism may lead to an increase 3

in import leakage.
and third mark for further descriptive comment in context.
• Inbound tourist may demand food/drink that will need to be

imported [1] economic gain goes to country imported from [1] rather
benefit than local economy [1]

PUBLISHED
2(d) Explain three roles of national tourism organisations such as the 6

Japan National Tourism Organisation (JNTO).
Award one mark for the correct identification of a role and award a second
mark for appropriate explanatory development of the role.
• Marketing/offices in other countries [1] raising awareness [1]

• Research the tourism trends [1] provide data to guide
government/business decision making [1]
• Provide information [1] stimulate tourism [1]
• Work with governments/ministry [1] develop
tourism/legislation/support service/funding [1]
Focus for this question is the roles, do not allow repetition of these roles
when awarding marks
2(e) State two services that tour operators provide for their customers 2
when at a destination.
• Provide a Resort Representative

• Support tourists in resort/sell tours/problem solve/transfer tourists
to airport
• Provide information through rep/information board
• Advice for enjoying holiday/resort/departure information

PUBLISHED
2(f) Assess the likely factors that have contributed to the growth of 6
inbound tourism in Japan.
Indicative content:
• War and terrorism elsewhere – perceived safer
• Growth in cultural tourism
• Increase in personal wealth in Asia – can afford more travel
• Currency depreciation – more affordable
• Visa rules relaxed
Level 1 (1–2 marks) will identify up to two likely factors, providing some
Level 2 (3–4 marks) can be awarded for an explanation of the factor,
clearly indicating how this creates a growth in inbound tourism.
Level 3 (5–6 marks) can be awarded for assessment of the
significance/importance of factor. Better answers will have a reasoned
conclusion
Japan has seen good growth in inbound tourism; this could be because of
perceived risk of travelling in other countries due to terrorism, [L1] making
Japan more appealing [L2]. Cultural tourism is a growth sector of the
industry [L1] Japan has a unique culture that draws tourists from all over the
world [L2]. I think that there isn’t one reason for the growth of tourism in
Japan it is due to a number of factors. However, the increased interest in
cultural tourism is one significant factor [L3].

PUBLISHED
3(a) Refer to Photograph A (Insert), a member of cabin crew demonstrating 3

safety procedures.
State three ways passengers onboard an aircraft are given safety

instructions.
• Presentation by flight attendant

• TV screens
• Information card/booklet in seats
• Signs/notices
3(b) Explain one benefit to passengers of each of the following inflight 4

services:
Award one mark for the correct identification of the benefit and award a
second mark for descriptive comment of the benefit in context
duty free shopping

• Don’t miss out on buying duty free [1] rushed check-in/journey
through airport [1] business tourists in a rush/time constrained [1]
• Last minute gifts [1] can buy games for children for the journey [1]
inflight magazine
• Entertainment [1] pass the time [1]
• Read about the destination [1] advice on places to go [1]
3(c) Describe one service that airlines provide inflight for passengers with 6
the following needs:
mark for descriptive comment of the way in context
travelling with young children

• Games/colouring [1] keep children entertained [1]
• Children’s films [1] help pass the time [1]
hearing difficulties
• Safety procedure cards in seat pocket [1] read if can’t hear safety
demonstration [1]
• Flight attendant aware [1] adapt communication to suit e.g. slow
clear speech for lip reading/use of information cards or inflight
magazine to show [1]
dietary needs
• Customers can order special meal prior to flying [1] such as
vegetarian options [1]
• Ingredients and allergy information available [1] tourists can check
if food is okay for them [1]

PUBLISHED
3(d) When arriving at an airport passengers may need to use connecting 6

transport to get to their final destination.
Explain the benefit to international tourists of each of the following

methods of transport found at airports:
second mark for appropriate explanatory development of the benefit
taxi
• Door to door service [1] convenient [1] know directions/route [1]
• Comfortable [1] room to stretch out after flight [1]
• Individual/no need to share with others [1] space to work/make
calls in private
train
• Inexpensive [1] no luggage/suitcase charge [1] cheaper than taxi
[1]
• Regular service [1] limited waiting time [1]
• Straight into city [1] no transfers [1] convenient [1]
local bus service
• Cheaper [1] good for budget travellers [1] save money to use on
enjoyment/attractions/food [1]
• Authentic experience [1] mix with locals [1]
• Regular service from airport [1] no luggage limits [1] limited waiting
time [1]

PUBLISHED
3(e) Discuss the services provided by airlines for pilgrim tourists. 6
Indicative content:
• Charter flights
• Special meals in flight e.g. halal
• Appropriate uniform
• Prayers on departure, during and landing
• Privacy for prayers if appropriate/possible/safe
Credit all valid responses in the context of airlines, not airports
Level 1 (1–2 marks) will identify up to two valid services, providing some
Level 2 (3–4 marks) can be awarded for an explanation of the reason for
providing the air service
significance/importance of particular services. Better answers will have a
reasoned conclusion
Airlines will provide for pilgrims by having meals that comply with
passengers religious requirements e.g. halal [L1] passengers can be
confident that they can travel and still continue their religious practices [L2]
Airlines may also charter their services to tour operators organising pilgrims
holidays/packages [L1] passengers can travel in comfort with like-minded
pilgrims [L2] and continue their prayers with ease/no disruption [L2] Airlines
have to comply with international safety standards throughout their services
and providing space for prayer may not always be possible on regular flights
[L2] therefore charter flights are often the most appealing option for pilgrims
[L3] so that their pilgrim and religious practices are not disrupted due to the
flight [L3]

PUBLISHED
4(a) Identify four services being offered by the travel agency. 4
• Tours
• Currency exchange
• Transport booking/tickets (flight, train, coach/bus)
• Visa extension
• Information
4(b) State three ways that travel agents can provide information for their 3
customers.
• Brochures
• Leaflets
• Posters
• Internet
• Face to face
• Email
4(c) Travel agents sell many different products which appeal to different 6
types of tourists.
Describe the following products offered by travel agents:
Award one mark for the correct identification of a characteristic and award a
second mark for descriptive comment of the characteristic in context
package holiday
• Transport and accommodation sold together [1] convenient [1]
• Support from tour operator when in resort [1] tour rep [1]
travel insurance
• Provide financial protection/support for the tourist in the event of a
loss/injury [1] provides comfort/reassurance [1]
airport transfer
• Transport to the airport [1] independent travel [1] more convenient
that public transport [1]

PUBLISHED
4(d) Tourists can book tours in many different ways. 6
Explain three likely reasons why tourists might use a local travel agent
at their destination to book a tour.
second mark for appropriate explanatory development of the reason in
context
• More choice [1] find the most suitable tour [1]

• Book with local company [1] responsible tourist [1] minimise
leakage [1]
• Recommendations [1] local knowledge [1]
4(e) Assess the importance to travel agents of selling ancillary services. 6
Indicative content:
• Customer satisfaction
• One stop shop – convenient
• Providing for customer needs
• Additional revenue
• Differentiate from competitors
Level 1 (1–2 marks) will identify up to two valid reasons, providing some
Level 2 (3–4 marks) can be awarded for an explanation of the reason,
clearly indicating how the travel agent would benefit
significance/importance of particular reason. Better answers will have a
reasoned conclusion
Travel agents sell ancillary services so as to provide for their customers [L1]
customers can buy everything in one place [L1] meeting their customers’
needs [L2] which in turn will bring customer satisfaction [L1] tourists can
have an easy travel experience, enjoy their holiday and use the travel
agency again or maybe even recommend then to someone else [L2]. This
should ensure that the travel agency is successful [L3].


INSERT
2 hours
*1014362801-I*
DC (SC/FC) 146170/4
2
Goa Tourism
Goa is a state located on the southwest coast of India. It provides a variety of accommodation
types for visitors, from 5-star luxury hotels to homestays.
Tourists are attracted to Goa for many reasons; 120 kilometres of beaches with lifeguards and
24-hour law enforcement, well developed cities, nature reserves, water sports, cathedrals,
temples and much more.
Map of the state of Goa
Goa welcomes a total of 5.3 million visitors a year.
Domestic arrivals have increased by 34% and international visitors have increased by 5.4%.
Visitors to Goa
International
visitors,
541 000
Domestic
visitors,
4 800 000
The new e-tourist visa scheme has helped increase international arrivals to Goa. Tourists from
150 countries can now apply, pay for and receive an e-tourist visa online.
Fig. 1
© UCLES 2018 0471/12/INSERT/M/J/18

3
WARNING
DO NOT GO
BEYOND FE
NCE
A group of tourists viewing a geothermal vent as part of a guided tour.
Photograph A
Photograph B

4
The world’s longest train tunnel, Switzerland

The new Gotthard Base Tunnel is 57 kilometres long and is 2300 metres below the Gotthard
Massif mountain range in the Alps. It is the longest railway tunnel in the world and offers
high-speed travel.
• Passenger trains travel through the tunnel at speeds of up to 200 km/h.
• The journey time through the tunnel is 20 minutes.
• There are 65 scheduled trains per day that travel through the tunnel.
The tunnel is owned by Swiss Federal Railways. It took 17 years to build and was state funded.
Fig. 2
© UCLES 2018 0471/12/INSERT/M/J/18

* 1 0 1 4 3 6 2 8 0 1 *

2 hours
This document consists of 12 printed pages and 1 Insert.
DC (SC) 146168/1
2
Question 1
Refer to Fig. 1 (Insert), information on tourism in Goa, a state on the southwest coast of India.
• the number of international visitors to Goa .......................................................................
• the percentage increase in domestic visitors ....................................................................
• the total number of visitors to Goa ....................................................................................
• the name of Goa’s bird sanctuary ..................................................................................[4]
(b) Goa has a tropical monsoon climate.
Explain how the monsoon climate affects tourism seasonality in Goa.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[3]
(c) Goa has a variety of accommodation types including homestays where tourists stay in the
homes of local people.
Explain two possible reasons for the appeal of homestays to international tourists.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
© UCLES 2018 0471/12/M/J/18

3
(d) Goa attracts more domestic visitors than international visitors.
Explain two possible reasons for the appeal of Goa to domestic visitors.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
(e) There are plans to develop Goa’s river tourism.
State four ways that rivers in Goa may be developed for tourism use.
1 ................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
4 ................................................................................................................................................
...............................................................................................................................................[4]

4
(f) Assess the benefits to Goa’s tourism industry of developing river tourism in Goa.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2018 0471/12/M/J/18

5
Question 2
Refer to Photograph A (Insert), tourists taking a guided tour around an indigenous Maori settlement in
New Zealand.
(a) Identify three ways that tourists are kept safe during the guided tour.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ............................................................................................................................................[3]
(b) Define the term guided tour.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[2]
(c) State three different types of training for tour guides. Explain how each type of training would
benefit customers.
Training 1: .................................................................................................................................
How customers benefit: ............................................................................................................
...................................................................................................................................................
...................................................................................................................................................
Training 2: .................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
Training 3: .................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]

6
(d) Explain two ways that tour guides can be:
welcoming .................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
ethical .......................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
(e) Explain how guided tours of indigenous settlements might contribute to the following negative
social and cultural impacts:
changes in family structure .......................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
staged authenticity ....................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
© UCLES 2018 0471/12/M/J/18

7
(f) Assess the benefits to indigenous communities of opening their settlements to tourists.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]

8
Question 3
Refer to Photograph B (Insert), tourists checking in at an airport using the self-check-in machines.
(a) Identify three customer facilities, other than self-check-in, shown in Photograph B.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ............................................................................................................................................[3]
(b) Describe the appeal of self-check-in at airports to the following tourists:
business tourists .......................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
families .....................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
(c) Explain three ways that airports provide for tourists in a wheelchair.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
© UCLES 2018 0471/12/M/J/18

9
(d) Explain three likely negative impacts of airport expansion for the local population.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
(e) Assess the risks associated with destinations becoming over-dependent on tourism.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]

10
Question 4
Refer to Fig. 2 (Insert), information on the Gotthard Base Tunnel in Switzerland.
• the journey time through the tunnel
...........................................................................................................................................
• the name of the mountain range the tunnel passes through
...........................................................................................................................................
• the speed the passenger trains will travel through the tunnel
.......................................................................................................................................[3]
(b) Explain the benefits to tourists of purchasing train tickets in the following ways:
online ........................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
ticket counter at station .............................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[4]
© UCLES 2018 0471/12/M/J/18

11
(c) Explain three negative environmental impacts associated with mountain tourism.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
(d) Explain three risks to tourists associated with international travel.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]

12
(e) Assess the appeal of train travel to tourists.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...............................................................................................................................................[6]
[Total: 25]
© UCLES 2018 0471/12/M/J/18


Paper 1 May/June 2018
MARK SCHEME
Maximum Mark: 100
Published
Teachers.
Cambridge IGCSE™, Cambridge International A and AS Level and Cambridge Pre-U components, and
some Cambridge O Level components.
IGCSE™ is a registered trademark.

PUBLISHED
responses seen).

PUBLISHED
1(a) Refer to Fig. 1 (insert), information on tourism in Goa, a state on the 4

southwest coast of India.
• the number international visitors to Goa: 541 000

• the percentage increase in domestic visitors: 34
• the total number of visitors to Goa: 5.3 million
• the name of Goa’s bird sanctuary: Dr Salim Ali [Bird Sanctuary]
1(b) Goa has a tropical monsoon climate. 3
Explain how the monsoon climate affects tourism seasonality in Goa.
Award one mark for the correct identification of a valid influence and then
award a second and third mark for appropriate explanatory development of
the influence in context.
• Dry season peak season/dry season October/November to

February [1] sun seeking tourists escape cold of home country [1]
sunny, low humidity and lower temperatures at night – comfortable
[1] most expensive time to visit [1]
• Summer is low season/summer March/April to May [1] too hot and
humid – uncomfortable [1] rough seas (less activities) [1] cheaper
[1]
• Monsoon rains/season/monsoons June to September/October [1]
limited hours of sunshine [1] cheaper to travel [1] festivals
celebrating rain [1] limited/reduced appeal [1]
1(c) Goa has a variety of accommodation types including homestays 4

where tourists stay in the homes of local people.
Explain two possible reasons for the appeal of homestays to

international tourists.
Award one mark for the correct identification of a reason for the appeal and
award a second mark for appropriate applied explanatory development of
the appeal of homestays.
• Affordable [1] less luxuries than higher star/rated hotels [1]

• Cultural immersion [1] responsible tourists [1]
• Authentic experience [1] home comforts [1] company e.g. lone
travellers [1]
• Family can play a parental role [1] younger tourists/education
tourists [1]

PUBLISHED
1(d) Goa attracts more domestic visitors than international visitors. 4
Explain two possible reasons for the appeal of Goa to domestic

visitors.
Award one mark for the correct identification of a reason for the appeal to
domestic visitors and award a second mark for appropriate explanatory
development of the appeal
• Same currency (Rupee) [1] no need to change currency [1] less

holiday preparation [1]
• Same language [1] ease of travel [1]
• Same culture/customs [1] no culture shock [1] convenient travel [1]
Religion [1]
• Short distance to travel [1] short breaks [1] affordable/convenient
travel [1]
• VFR [1] enjoy time with friends and family [1] special occasions e.g.
weddings [1]
• No Visa [1] easier travel/cost [1]
1(e) There are plans to develop Goa’s river tourism. 4
State four ways that rivers in Goa may be developed for tourism use.

• Dredging/clean rivers
• Widen rivers
• Build piers/landing platforms
• Signs/information boards
• Footpaths
• Marina and ferry terminal
• River Jetties
• Benches
• Bridges

PUBLISHED
1(f) Assess the benefits to Goa’s tourism industry of developing river 6

tourism in Goa.
Indicative content:
• Increased tourist appeal
• Increased tourist facilities
• Increased national wealth from tourist taxes
• Improved infrastructure
• Spread economic benefits to rural areas
Benefits can be economic, social or environmental but must be in the

context of the state/Goa.
Level 1 (1–2 marks) will identify up to two benefits providing some detail
within the context but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an explanation clearly indicating
how the benefit helps Goa.
significance/importance of the benefit. Better answers will have a reasoned
conclusion.
Developing river tourism will add river based attractions to Goa [L1] this will
help Goa to expand its tourism industry by attracting more and different
tourists to the state. [L1] Goa should benefit from higher tourists number
and tourist spend as a result. [L2] It will help to draw tourists away from the
coastal areas where they may be experiencing overcrowding/capacity
pressures. [L2] This will result in the economic benefit being spread inland
and into rural areas. [L3] The increased income from tourist spend and
taxes will help to fund further developments of Goa’s tourism industry and
improve the standard of living for the locals as well. [L3]
2(a) Refer to photograph A (Insert), tourists taking a guided tour around an 3

indigenous Maori settlement in New Zealand.
Identify three ways that tourists are kept safe during the guided tour.
• Tour guide
• Fenced off dangerous areas
• Warning signs
Award only these responses.

PUBLISHED
2(b) Define the term guided tour 2
Award one mark for the correct identification of a characteristic of the term
and award a second mark for an appropriate development of the
characteristic or identification of an additional characteristic.
• Short journey/visit around a building/place/excursion [1] with a

guide/person explaining to tourists about the place [1] audio/written
tours [1] ancillary service [1]
2(c) State three different types of training for tour guides. Explain how 6
each type of training would benefit customers.
Award one mark for the identification of each valid type of training and
award a second mark for an appropriate benefit to customers for each type
of training
• First aid [1] attend to tourists in emergency/injury/health problem [1]

• Foreign languages/spoken English [1] guide tourists in their own
language [1]
• Blue badge guide training/official [named] tour guide training [1]
high quality guided tour [1]
• Product knowledge [1] high quality tour [1] receive detailed factual
tour [1]
• Health and Safety [1] tourist safety [1]
• Customer service [1] handle complaints [1]
2(d) Explain two ways that tour guides can be: 4
Award one mark for each correct identification of a way and award a
second mark for appropriate explanatory development of the way, or 2
reasoned ways
welcoming
• Greeting tourists in their language even when tour is spoke in
English [1] inclusive [1]
• Introduce self [1] give summary of experience [1]
• Ask for questions/concerns at start [1] aware of health or mobility
issues [1]
ethical
• Consider and respect the local population when conducting a
guided tour [1] respect privacy [1] stay away from sacred areas [1]
• Inform tourists of suitable behaviours [1] minimise cultural conflicts
[1] treat all customers equally [1]

PUBLISHED
2(e) Explain how guided tours of indigenous settlements might contribute 4

to the following negative socio and cultural impacts:
Award one mark for each correct identification and award a second mark
for appropriate explanatory development.
changes in family structure

• Young are influenced by other cultures/demonstration effect [1]
migrate in search of wealth/jobs outside of village [1]
• women work as guides [1] children looked after by others [1]
staged authenticity
• Traditional dance/events put on for tours [1] lose traditional
significance/meaning [1]
• Performing shows as if real life [1] culture is commercialised [1]
2(f) Assess the benefits to indigenous communities of opening their 6

settlements to tourists.
Indicative content:
• Jobs
• Income/revenue
• Preserve heritage/culture/craft/traditions
• Cultural revival
• Increase in cross-cultural understanding
Local level benefits – in context – can be social, economic or

environmental.
Level 2 (3–4 marks) can be awarded for an explanation of the benefit,
clearly indicating how the indigenous communities would benefit. Negative
impacts can be credited if directly linked to a previously mentioned benefit.
significance/importance of particular benefit. Better answers will have a
Indigenous communities can benefit from the preservation of their culture

and crafts. [L1] Cultural shows and crafts are displayed for tourists, in doing
so the techniques are shared between the indigenous people ensuring that
they are not lost and the knowledge is continued into future generations.
[L2] The community will benefit from additional income brought in from
hosting the tours, [L1] this money can be used to benefit the community as
a whole for example building and improving community facilities. [L2] Whilst
there are many benefits local communities need to carefully manage
potential negative impacts and protect the local community and culture to
ensure that they do not suffer from commodification and cultural erosion
[L2]. If well managed the community leaders can use the income generated
from tourism to put in place programs that protect the indigenous people,
their culture and communities [L3] ensuring that the benefits are spread
across the community. [L3]

PUBLISHED
3(a) Refer to photograph B (Insert), tourists checking in at an airport using 3

the self-check-in machines.
Identify three customer facilities, other than self-check-in, shown in

Photograph B.
• Information desk
• Help point
• Toilets
• Currency exchange
• Baby change
• First aid
Customer facility must be shown in photograph B to be awarded a mark
3(b) Describe the appeal of self-check-in at airports to the following 4

tourists:
second mark for descriptive comment of the appeal in context
business tourists
• Quicker check in [1] continue working/making calls [1]
families
• Less waiting [1] children can become bored in queues [1] enjoy
airport facilities for longer [1]
• Easier choice of seats [1] choose yourself [1]

PUBLISHED
3(c) Explain three ways that airports provide for tourists in a wheelchair. 6
Award one mark for the correct identification of a valid way and then award
a second mark for appropriate explanatory development of the way in
context.
• Assisted movement through airport/staff help [1] shuttle

carts/electric buggy [1]
• Disabled parking [1] closer to terminal [1]
• Special line for security/check in [1] less waiting [1] maintain
dignity/privacy [1]
• International signage indicating facilities [1] easier to identify
services [1]
• Disabled toilets [1] more room [1]
• Low self-check in desks [1] easier to reach in wheelchair [1]
• Ramps [1] easier movement [1]
3(d) Explain three negative impacts of airport expansion for the local 6
population.
Award one mark for the correct identification of a negative impact and
award a second mark for appropriate explanatory development of the
negative impact.
• Increased traffic/congestion on roads [1] roads congested with

travellers making local daily commute harder [1]
• Increased noise levels [1] more aircraft flying overhead [1]
• House price/value falls [1] harder to sell due to less appeal [1] loss
of wealth [1]
• Increased air pollution in the local area [1] health affected [1]
• Loss of land [1] build expansion [1]
• Displacement of local population [1] congestion/noise [1]

PUBLISHED
3(e) Assess the risks associated with destinations becoming over- 6

dependent on tourism.
Indicative content:
• Loss of traditional industries
• Economic reliance
• Economic vulnerability – tourism a luxury
• Economic decline/slump – Fashions and trends change
quickly/changes in demand/extreme weather conditions
• Under development in other industries
Note: do not award reasons why tourism demand might fall
Level 1 (1–2 marks) will identify up to two valid risks, providing some
Level 2 (3–4 marks) can be awarded for an explanation of the risks,
clearly indicating how the destination would benefit.
significance/importance of the particular risk/s. Better answers will have a
Over dependence on tourism can make the destination more economically

vulnerable [L1] extreme weather or changes in popularity may result in less
tourist spend. With less tourists coming into the area local jobs and
businesses maybe lost [L2] this in turn will result in less tax revenue for the
government. [L2] Leading to possible economic downturn. [L3] Over
dependency can also lead to a loss of traditional industries as locals focus
on tourism for wealth. [L1] Therefore, when tourist numbers fall there are no
traditional industries to fall back on [L2] resulting in poverty for the local
people and the country. [L3]
4(a) Refer to Fig. 2 (Insert), information on the Gotthard Base Tunnel in 3

Switzerland.
• the journey time through the tunnel: 20 minutes

• the name of the mountain range the tunnel passes through:
Gotthard Massif
• the speed the passenger trains will travel through the tunnel:
200 km/h

PUBLISHED
4(b) Explain the benefit to tourists of purchasing train tickets in the 4

following ways:
second mark for appropriate applied explanatory development of the benefit
in context.
online
• No need to travel to station in advance [1] buy from comfort of own
home [1] easily plan travel in advance [1]
• No language barriers for international tourists [1] website in own
language/translated [1]
• Discount/cheaper [1] when booked through a third party [1]
ticket counter at station
• Able to ask staff questions [1] route/time/price advice [1]
• Buy on the day [1] last minute travel [1]
• More secure/reassurance [1] physical ticket [1]
4(c) Explain three negative environmental impacts associated with 6

mountain tourism.
second mark for appropriate explanatory development of the impact.
• Litter [1] hikers leave food waste/wrappers [1]

• Deforestation/loss of natural habitat [1] developed for
paths/facilities [1]
• Erosion [1] walkers not sticking to paths/roads [1]
• Disruption to breeding patterns [1] noise pollution scares animals
[1]
• Noise pollution [1] groups of hikers [1]
4(d) Explain three risks to tourists associated with international travel. 6
Award one mark for the correct identification of a risk and award a second
mark for appropriate explanatory development of the risk in context.
• Terrorism [1] high terror alert [1] recent terror attacks [1]
• Crime [1] pickpockets in crowded areas [1]
• Health [1] spread of disease [1]
• Cultural offence [1] arrest/fine [1]
• Imprisonment [1] don’t know local laws [1]

PUBLISHED
4(e) Assess the appeal of train travel to tourists. 6
Indicative content:
• Overland travel
• Advanced network
• Most areas accessible
• Quicker check-in than airports
• No/limited luggage restrictions
Level 1 (1–2 marks) will identify up to two valid points of appeal providing
some detail but will be mainly descriptive
Level 2 (3–4 marks) can be awarded for an explanation of the appeal,
clearly indicating how the tourist would benefit.
significance/importance of the appeal. Better answers will have a reasoned
conclusion.
Many countries have an extensive train network, and most major cities
have a station [L1] and are served by multiple trains per day [L1]. Trains
travel through different countries with passport and security checks at
arrival and departure stations only allowing for fast and convenient travel
[L1]. Tourists can relax aboard trains and enjoy the varied landscape and
scenery, [L1] rather than suffer the stress of driving [L2]. Train travel
provides tourists with a convenient and relaxing, trouble free way of
travelling. [L3]


INSERT
2 hours
*5417001247-I*
DC (PQ) 178471
2
Fig. 1.1 for Question 1
Cape Verde Tourism

Cape Verde is an island country consisting of 10 islands in the Atlantic Ocean, off the
coast of Africa. The main island destination in Cape Verde is the island of Sal.
Cape Verde has experienced a rapid growth of tourist arrivals and now welcomes over
500 000 international tourists a year.
Most of the tourism development and investment in the country has been in the islands
of Sal and Boa Vista, where many resorts are all-inclusive.
Research into the tourism industry in Cape Verde has identified the following problems
with the rapid growth of tourism:
• litter on beaches
• increased waste going to landfill sites
• lack of protection of environmentally sensitive areas
• damage to protected beach environments
• limited training opportunities for tourism providers
• limited choice and variety of tours
• lack of arts and craft skills in the local population
Santo Antão IL
HA
São Vicente SD
OB
ARL Sal
Santa Luzia AVE
NTO
Iihéu Branco
Iihéu Raso
São Nicolau
Boa Vista
Mauritania
NORTH
Cape Verde
ATLANTIC
Senegal OCEAN
The Gambia
Guinea-Bissau
VENTO
O SOTA
D
HAS Santiago Maio
IL
Ilhéus Do Rombo
Ilhéu de Cima
Ilhéu Grande
Fogo
Brava
Fig. 1.1
© UCLES 2019 0471/11/INSERT/M/J/19

3
Waiting area at a ferry terminal, Rosslare, Ireland.
Fig. 2.1

4
Fig. 3.1
© UCLES 2019 0471/11/INSERT/M/J/19

5
Po Lin Monastery
Po Lin Monastery is a working monastery, a popular tourist attraction and a pilgrim site
for Buddhists in Hong Kong.
Hong Kong is a popular stop-over destination for tourists travelling to other destinations
in Asia or Australia. Tourists travelling to Australia may have a 24-hour stop-over in
Hong Kong.
Restaurants, shops and accommodation providers in Hong Kong can apply to be part
of the Quality Tourism Service (QTS) Scheme. The QTS Scheme, administered by the
Hong Kong Tourism Board, assesses the services of tourism organisations to ensure
they meet high levels of product quality and service. Tourism organisations that have
the QTS status can display this in their shop windows and in other forms of promotion.
Fig. 4.1
© UCLES 2019 0471/11/INSERT/M/J/19

6
BLANK PAGE
© UCLES 2019 0471/11/INSERT/M/J/19

7
BLANK PAGE
© UCLES 2019 0471/11/INSERT/M/J/19

8
BLANK PAGE
To avoid the issue of disclosure of answer-related information to candidates, all copyright acknowledgements are reproduced online in the Cambridge
Assessment International Education Copyright Acknowledgements Booklet. This is produced for each series of examinations and is freely available to download
at www.cambridgeinternational.org after the live examination series.
Cambridge Assessment International Education is part of the Cambridge Assessment Group. Cambridge Assessment is the brand name of the University of
Cambridge Local Examinations Syndicate (UCLES), which itself is a department of the University of Cambridge.
© UCLES 2019 0471/11/INSERT/M/J/19

* 5 4 1 7 0 0 1 2 4 7 *

2 hours
Write your centre number, candidate number and name on all the work you hand in.
DC (PQ) 178472
2
1 Refer to Fig. 1.1 (Insert), information about tourism in Cape Verde, a country in Africa.
(a) State three seas or oceans that surround Africa.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(b) Tourism creates a variety of impacts.
Complete the table to show the type of tourism impact for each of the following:
Social and
Economic Environmental
cultural
An increase in education and training
Seasonal employment
Revival of traditional arts and crafts
Traffic congestion
[4]
(c) Explain one way each of the following tourism impacts in Cape Verde could be managed:
litter on the beaches .................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
increased waste going to landfill ...............................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
damage to protected beach environments ...............................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
© UCLES 2019 0471/11/M/J/19

3
(d) Explain two ways that governments can support the growth of a tourist destination.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(e) Discuss the negative impacts of foreign investment when developing a tourism industry.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]

4
2 Refer to Fig. 2.1 (Insert), a ferry terminal in Rosslare, Ireland.
(a) Identify four services provided for tourists at the ferry terminal shown in Fig. 2.1.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
4 ................................................................................................................................................
[4]
(b) Explain one benefit to the following tourists of travelling by ferry rather than by road or by air:
families .....................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
groups .......................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
independent travellers ..............................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(c) State three different types of water-based transport, other than ferries, used by tourists.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
© UCLES 2019 0471/11/M/J/19

5
(d) Describe three ways that ferry companies can meet the needs of passengers with limited
mobility.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(e) Discuss the reasons why governments might invest in sea transport.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]

6
3 Refer to Fig. 3.1 (Insert), a hotel check-in desk.
(a) State three examples of technology that tourism staff are likely to use when communicating
with customers.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(b) State four details staff will discuss with customers when booking a hotel room.
1 ................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
4 ................................................................................................................................................
...................................................................................................................................................
[4]
© UCLES 2019 0471/11/M/J/19

7
(c) Describe one action a hotel receptionist is likely to take at each of the following stages of the
hotel guest cycle:
pre-arrival/booking ....................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
check-in ....................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
check-out ..................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(d) Describe three ways tourism organisations can control the personal presentation of their
staff.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]

8
(e) Assess the importance to tourism organisations of creating a customer care policy.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]
© UCLES 2019 0471/11/M/J/19

9
4 Refer to Fig. 4.1 (Insert), information about Po Lin Monastery, Hong Kong.
(a) State three special interest tourists that are likely to visit Po Lin Monastery.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(b) Explain one way religious sites, such as the Po Lin Monastery, could minimise each of the
following social and cultural impacts:
crime .........................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
culture clash ..............................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
commodification ........................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]

10
(c) Describe three ways tourist attractions can use technology to increase their appeal.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(d) Describe one advantage and one disadvantage to Hong Kong of being a stop-over
destination.
Advantage ................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
Disadvantage ............................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]
© UCLES 2019 0471/11/M/J/19

11
(e) Discuss the benefits to tourism organisations of having QTS status.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]
© UCLES 2019 0471/11/M/J/19

12
BLANK PAGE
© UCLES 2019 0471/11/M/J/19


MARK SCHEME
Maximum Mark: 100
Published
Teachers.

PUBLISHED
responses seen).

PUBLISHED
1(a) State three seas or oceans that surround Africa. 3
Mediterranean Sea
Indian Ocean
Atlantic Ocean
Red Sea
Arabian Sea
Award these responses only.
1(b) Complete the table to show the type of tourism impact for each of the 4
following:
An increase in education and training – social and cultural

Seasonal employment – economic
Revival of traditional arts and crafts – social and cultural
Traffic congestion – environmental
1(c) Explain one way each of the following tourism impacts in Cape Verde 6
could be managed:
mark for explanatory comment of the way in context.
litter on the beaches

Educate tourists [1] sign/leaflets [1]
More/bins [1] encourage responsible behaviour [1]
Fine litter dropping [1] deterrent [1]
increased waste going to landfill

Encourage recycling [1] separate litter bins [1]
Reduce waste generation in hotels [1] educate hoteliers [1]
damage to protected beach environments

Educate tourists [1] sign/leaflets [1]
Fence off protected areas [1] prevent damage/restrict access [1]
Laws/fines [1] encourage correct behaviour [1]
Restrict access [1] carrying capacity [1]

PUBLISHED
1(d) Explain two ways that governments can support the growth of a tourist 6
destination.
and third mark for explanatory comment of the way in context.
Fund NTOs [1] pursue national tourism policies [1] responsibility for
marketing and promoting the destination [1]
Create a national tourism policy/plan [1] set aims and objectives [1]
coordinated approach [1] target areas for development/funding [1]
Relax visa rules [1] easier/more accessible for more countries [1]
therefore widening the market [1]
Invest in infrastructure [1] stimulate growth/increase tourist satisfaction
[1] and therefore increase returns [1]
Host events [1] encourage tourists [1] repeat visitors [1]
Invest in national airlines [1] increase routes/access [1] more tourists [1]
1(e) Discuss the negative impacts of foreign investment when developing a 6

tourism industry.
Indicative content:
Leakage/reduction in multiplier benefits
Loss of control
Workers imported/less chances for locals
Risk of withdrawal
Level 1 (1–2 marks) will identify up to two valid impacts providing some
detail within the context but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for explanation of how the impacts
affect the development of a tourism industry.
significance/importance of the impacts. Better answers may have a
Foreign investment can provide valuable capital that the destination may not
be able to provide, especially if they are an LEDC. However, it comes with
significant risks, such as leakage [L1] profits made from the tourism
organisations will be taken back to the investors' home country reducing the
economic benefits [L2]. The loss of money from the economy limits the
multiplier effects within the country as the money no longer circulates in the
economy [L3]. The destinations' tourism infrastructure can also be
vulnerable as the investors could withdraw from the country at any point
[L1]. This would result in a loss of tourism organisations reducing the
provision available to tourists [L2]. If the country is an LEDC there may be
no local investors able to step in, resulting in a possible loss of appeal in the
destination [L3]. Ultimately many destinations have no choice but to seek
foreign investment, however this does reduce tourism economic benefits
and makes the destination economically vulnerable [L3].

PUBLISHED
2(a) Identify four services provided for tourists at the ferry terminal shown 4
in Fig. 2.1.
Left luggage
Seating area
Luggage trolleys
Tourist information/brochures and leaflets
Telephones
Shop
Cloakroom
Information screens
Coffee shop
Ticket services
Award only responses that can be seen in the photograph.
2(b) Explain one benefit to the following tourists of travelling by ferry rather 6
than by road or by air:
second mark for appropriate explanatory development of the benefit in
context.
families
Freedom to move [1] keep children entertained [1]
Entertainment on board [1] children's clubs etc. [1]
Can carry more luggage/less luggage restrictions [1] buggies/toys [1]
groups
Cheaper group travel [1] affordable trip [1]
Take coach on board [1] onward travel [1]
independent travellers
Can be cheaper [1] budget conscious/no aviation fuel tax [1]
Travel is part of the holiday [1] more relaxing/less time pressured [1]
Quicker check-in time [1] easier travel [1]

PUBLISHED
2(c) State three different types of water-based transport, other than ferries, 3
used by tourists.
Cruise/ocean liner
Water taxi
Hovercraft
Barge/canal boat
Sightseeing boat
Submarine
Seaplane
Yacht/sailing boat
Speedboat
Canoe
Water bus
2(d) Describe three ways that ferry companies can meet the needs of 6
passengers with limited mobility.
for descriptive comment of the way in context.
Ramped access [1] accessible [1]

Lifts on board [1] move between decks/access all services and facilities
[1]
Assistance provided [1] may need to be booked in advance [1]
Designated parking places [1] on car ferries/port [1]
Disabled toilets [1] easier/better access/facilities [1]
Wheelchairs provided [1] easier access [1]
Hand rails [1] support/stability [1]
Designated seating [1] comfort [1]

PUBLISHED
2(e) Discuss the reasons why governments might invest in sea transport. 6
Indicative content:
Improve access to other areas/alternative appeal
Creation of jobs
Environment targets
Develop tourism industry – attract cruises
Reduce congestion/overcrowding
Level 1 (1–2 marks) will identify up to two valid reasons providing some
Level 2 (3–4 marks) can be awarded for an explanation of why
governments might invest in sea transport.
significance/importance of the reason. Better answers may have a reasoned
conclusion.
Governments may invest in sea transport as an alternative method of

transport to provide increased/improved access to an area/destination [L1].
Although this is likely to be a very large expenditure it will benefit the tourism
industry and the local population [L2]. It may also be to meet the strategic
tourism objectives set by the government/NTOs by improving the appeal of
the destination to other sectors of tourism such as cruise tourism [L1].
Cruise tourists are noted to be big spenders when at a destination so
attracting cruises can bring significant economic benefits to a destination
[L2], resulting in a large return on the investment over time [L3]. Developing
and improving sea transport can improve the tourism industry and bring
economic benefits to a destination, however it requires large sums of money
that not all destinations are able to provide, especially LEDCs, and foreign
investment may be sought which brings with it problems of leakage [L3].

PUBLISHED
3(a) State three examples of technology that tourism staff are likely to use 3
when communicating with customers.
Computerised reservation system/database

Email
Website/internet
Finance/billing systems/program
Telephone
Tablet/computer
Microphone
3(b) State four details staff will discuss with customers when booking a 4
hotel room.
Price
Special room requirements/type of room
Deposits
Charges for additional services
Payment terms
Meals/meal plan/board
Access requirements
Availability
Duration of stay
Number of guests
Personal details
Other facilities/services at the hotel

PUBLISHED
3(c) Describe one action a hotel receptionist is likely to take at each of the 6
following stages of the hotel guest cycle:
Award one mark for the correct identification of an action and award a
second mark for descriptive comment of the action in context.
pre-arrival/booking
Explain to guest booking terms and conditions/availability [1] make the
sale [1]
Record detail on reservation system [1] secure booking/record details
[1]
check-in
Welcome the guest [1] professionalism/welcoming/first impressions [1]
Create a reservation record [1] name/address/ensure needs are met [1]
Ask guest to complete a registration card [1] extra detail e.g. car
reg/passport number [1]
Take payment [1] credit/debit card or cash/give change [1]
Check ID/name against reservation [1] prevent check-in errors [1]
Ask for ID/passport [1] scan copy for records [1]
check-out
Charge any extras [1] meals/drinks [1]
Provide receipts [1] business tourist/record of charges made [1]
Thank guest [1] future sales/professionalism [1]
Ask for feedback [1] prevent future problems [1]
3(d) Describe three ways tourism organisations can control the personal 6
presentation of their staff.
mark for descriptive comment of the way in context.
Provide uniform [1] regulate clothing [1]

Mirrors in staff area [1] check appearance before going out front [1]
Staff room/changing area [1] hang clothing to prevent creases/keep
clean [1]
Training [1] policy/guidance [1]
Provide laundry services [1] clean uniform at start of shift [1]
Uniform policy/dress code [1] spot checks [1]

PUBLISHED
3(e) Assess the importance to tourism organisations of creating a 6

customer care policy.
Indicative content:
Provides guidelines for all staff/branches – consistency
Improve customer satisfaction rates
Used for training
Sets out the required standards
Level 2 (3–4 marks) can be awarded for an explanation of the importance
to tourism organisations of creating a customer care policy.
significance/importance. Better answers may have a reasoned conclusion.
Tourism organisations create customer care policies so that they can

provide guidelines for their staff to work by [L1]. This means that they can
have consistency across all staff and branches so customers are treated
with the same standards throughout the organisational [L2]. This consistent
approach can improve the image and sales of the organisation [L3]. For this
consistent approach to be implemented staff need to be trained in the
required standards of the organisation, the policy can be used as a training
document [L1] educating staff in what is expected of them in detail [L2].
Overall the customer care policy brings many benefits to the organisation
such as educating and controlling the service that is delivered, if done
correctly this can bring improvements in customer satisfaction and repeat
business, therefore improving the success of the organisation [L3].

PUBLISHED
4(a) State three special interest tourists that are likely to visit Po Lin 3
Monastery.
Religious/pilgrim tourists
Cultural tourists
Heritage/History tourists
Educational tourists
4(b) Explain one way religious sites, such as the Po Lin Monastery, could 6
minimise each of the following social and cultural impacts:
crime
CCTV [1] deterrent [1]
Security guard [1] monitor [1]
culture clash
Issue guidance for tourist behaviour at site [1] encourage appropriate
behaviour [1]
Information board [1] shows appropriate behaviour [1]
commodification
Restrict tourist access to ceremonies/rituals [1] privacy/respect for
religious acts [1]
4(c) Describe three ways tourist attractions can use technology to increase 6
their appeal.
Online booking/payment methods [1] easier for customers/book in

advance/guaranteed time [1]
Video/film clips [1] show historic footage/more information [1]
Interactive media [1] more hands-on/appeal to younger generations [1]
Phone app [1] guide around [1]
Use of mobility aids e.g. lifts [1] increase access [1]
Virtual reality [1] show aspects hard to recreate [1]
Lights and sound [1] improve interpretation [1]
Headphones/audio guide [1] sounds improve understanding/education
[1]

PUBLISHED
4(d) Describe one advantage and one disadvantage of Hong Kong being a 4
stop-over destination.
Award one mark for a correct identification of an advantage/disadvantage

and a second mark for descriptive comment in context.
Advantages
Increase tourist numbers [1] and spend [1]
Future tourists [1] return for a longer stay [1]
More tourism/transport employment [1] turnover quicker e.g. hotel
turnover day require more staff [1]
Disadvantages
Overcrowding [1] stop-overs as well as other tourists [1]
Increased environmental impacts e.g. air pollution [1] short stays result
in more transport journeys [1]
4(e) Discuss the benefits to tourism organisations of having QTS status. 6
Indicative content:
Improve standards
Recognition
Marketing
Support guidance given on how to improve
Level 1 (1–2 marks) will identify up to two benefits providing some detail
within the context but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an explanation of how having
QTS status benefits tourism organisations.
significance/importance of the benefit. Better answers may have a reasoned
conclusion.
Tourism organisations can use the QTS as a way of improving standards

[L1] working toward the QTS standards may help, or require them, to
improve what they are doing, therefore improving the offering to their
customers [L2]. This should make them stand out from competitors and
improve their organisation over all [L3]. The QTS status can be used in
marketing and promotional materials [L1] which will attract customers to use
their services over others [L2] therefore the organisation should become
more successful [L2]. Overall although gaining accreditation may require
some work and improvement the overall benefits should help the success
and future of the organisation [L3].


INSERT
2 hours
*6047924631-I*
DC (ST/FC) 170099/3
2
Indian Railways’ tours

Indian Railways sell a variety of all-inclusive tours. The tours take tourists to a range of popular
destinations and holy sites in India.
Packages include train journeys, road transportation, accommodation, meals and sightseeing at
tourist locations.
Tourist trains often have 10 coaches and passengers are looked after by trained tour managers.
To make the tours accessible to pilgrims, prices are kept low and are sold as budget packages.
CHINA
PAKISTAN
NEW DELHI
NEPAL
Ga
n BHUTAN
ge
Ri
s
v er
BANGLADESH
INDIA
ARABIAN
SEA BAY OF
BENGAL
International Boundary
Disputed International Boundary
State Boundary
SRI LANKA
INDIAN OCEAN
Fig. 1.1
© UCLES 2019 0471/13/INSERT/M/J/19
3
Travel and Tourism Jobs

Travel and tourism creates an estimated 108 million direct jobs across the globe, more than
manufacturing, banking, mining and financial services.
The number of travel and tourism direct jobs is expected to grow to 138 million by 2027.
Global travel and tourism is expected to grow by 4% per year over the next decade and contribute
$3537 billion globally.
Fig. 2.1
To be successful tourism organisations need to provide good customer care. This can be achieved
through staff training.
Below is an example of a travel and tourism customer service training course.
Tourism training course: Delivering Excellent Service.

Enrol your staff on a customer service training course with us and your staff will
learn the following:
• who your customers are

• the needs and expectations of your customers
• how the different products and services your organisation offers meet
the needs of different tourist types
• how to meet the needs of customers
• the importance of creating a good first impression
• good body language when serving
• the importance of personal presentation when serving customers
• good telephone skills
• how to work well within teams and with colleagues
• how to handle complaints
All training courses are customised to meet the customer care policy and
customer profile of your organisation.
Register interest in the course today or ask for more information.

E: info@excelintourism.com
T: 555 6327
Fig. 3.1
4
Tourism in Tanzania
A new bridge has opened in Tanzania’s largest city, Dar es Salaam, that connects the city centre
to the southern neighbourhood of Kigamboni which is on the Indian Ocean coastline.
The bridge cost an estimated $140 million and was funded by the government. It is hoped that the
bridge will ease problems of overcrowding on ferries and provide a boost to international tourist
numbers.
The bridge will provide easy access to the beach areas south of Dar es Salaam where there are
beaches and luxury hotels, tourist apartments, shopping, restaurants and other leisure activities.
Fig. 4.1
The boundaries and names shown, the designations used and the presentation of material on the maps contained in this question paper/insert do not imply
official endorsement or acceptance by Cambridge Assessment International Education concerning the legal status of any country, territory, or area or of its
authorities, or of the delimitation of its frontiers or boundaries.
© UCLES 2019 0471/13/INSERT/M/J/19

* 6 0 4 7 9 2 4 6 3 1 *

2 hours
Write your centre number, candidate number and name on all the work you hand in.
DC (ST) 170100/1
2
1 Refer to Fig. 1.1 (Insert), information on Indian Railways’ tours.
the capital of India ....................................................................................................................
the continent that India is in ......................................................................................................
the island to the south of India ..................................................................................................
the river that runs through India ................................................................................................

[4]
(b) Indian Railways’ tours offer budget packages.
State three other tourism products that are aimed at budget tourists.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(c) Explain three reasons for the appeal of the Indian Railways’ tours.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
© UCLES 2019 0471/13/M/J/19

3
(d) Describe three ways Indian Railways’ tours may help to preserve the local culture.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(e) Discuss the possible negative social and cultural impacts that may occur when tourists visit
holy places.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]

4
2 Refer to Fig. 2.1 (Insert), information on global tourism employment.
(a) State four direct tourism jobs.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
4 ................................................................................................................................................
[4]
(b) Explain three skills that are important when dealing with customers.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
© UCLES 2019 0471/13/M/J/19

5
(c) Explain how the local economy will benefit from increased tourism employment.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [3]
(d) Explain three likely positive social and cultural impacts associated with tourism employment.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]

6
(e) Discuss the negative economic impacts associated with tourism employment.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]
© UCLES 2019 0471/13/M/J/19

7
3 Refer to Fig. 3.1 (Insert), an advertisement for a customer service training course.
(a) State three customer types.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(b) Describe two ways staff can show good body language when serving customers.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]
(c) Explain one benefit to travel and tourism organisations of each of the following methods of
communicating with customers:
letter ..........................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
brochure ....................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
social media ..............................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
8
(d) Understanding the needs and expectations of customers is essential in delivering good
customer care.
Explain three expectations of business tourists.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(e) Assess the importance of tourism employees creating a good first impression.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]
© UCLES 2019 0471/13/M/J/19
9
4 Refer to Fig. 4.1 (Insert), information on a new bridge in Tanzania.
(a) State three types of public transport.
1 ................................................................................................................................................
2 ................................................................................................................................................
3 ................................................................................................................................................
[3]
(b) Explain three ways that destinations can encourage tourists to use public transport.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]

10
(c) Explain three likely economic impacts associated with increased investment in public
transport.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
3 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[6]
(d) Describe two ways tourists are likely to benefit from the new bridge in Dar es Salaam,
Tanzania.
1 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
2 ................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
[4]
© UCLES 2019 0471/13/M/J/19

11
(e) Discuss the likely appeal of fly-drive package holidays.
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
...................................................................................................................................................
............................................................................................................................................. [6]
[Total: 25]
© UCLES 2019 0471/13/M/J/19

12
BLANK PAGE
© UCLES 2019 0471/13/M/J/19


MARK SCHEME
Maximum Mark: 100
Published
Teachers.

PUBLISHED
responses seen).

PUBLISHED
The capital of India: New Delhi

The continent that India is in: Asia
The island to the south of India: Sri Lanka
The river that runs through India: Ganges
1(b) State three other tourism products that are aimed at budget tourists. 3
No frills/budget airlines
Self-catering accommodation/camping/B&B
No frills hotel/room only
Free events
1(c) Explain three reasons for the appeal of the Indian Railways’ tours. 6
second mark for explanatory comment of the reason in context.
All-inclusive [1] no other costs [1]

Ease of planning/travel [1] stress free[1]
Includes most popular destinations [1] no need to travel further to take in
main destinations [1]
Budget packages/Low price [1] affordability [1]
Trained tour guides [1] quality of care/information/education [1]

PUBLISHED
1(d) Describe three ways Indian Railways’ tours may help to preserve the 6
local culture.
Local food and drink only [1] limit imports/support local food industry [1]
Educate [1] information on local culture and heritage [1]
Sell local souvenirs [1] preservation of arts and crafts [1]
Decorate interior of train in cultural arts [1] increased awareness [1]
Stop off at local cultural sites [1] more awareness/education of the
culture [1]
Book cultural shows [1] continue demand/knowledge passed to
generations to meet demand [1]
Invest in cultural sites [1] good PR/responsible tourism/ethics [1]
1(e) Discuss the possible negative social and cultural impacts that may 6
occur when tourists visit holy places.
Indicative content:
Commodification
Loss of authenticity
Culture clash
Crime
Changing attitudes
Demonstration effect
Level 1 (1–2 marks) will identify up to two valid social and cultural impacts,
providing some detail but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an explanation of the social and
cultural impacts, clearly indicating how this affects the locals/pilgrims.

significance/importance of a particular social and cultural impacts. Better
answers may have a reasoned conclusion.
Tourists may not respect the local religious practices and act or dress
inappropriately [L1] causing conflict and resentment towards the tourists [L2].
They may no longer want to open the attraction/site for tourists limiting what
is available [L3]. There may also be an increase in crime in the area for
example pickpocketing which is common when there are large numbers of
tourists [L1]. This may increase the costs for the attraction/site/destination as
they need to employ security guards [L2]. Overall there are many benefits to
tourism but there are also negative impacts that need to be carefully
managed in order to prevent resentment and further conflict between the
host populations and the tourists [L3].

PUBLISHED
2(a) State four direct tourism jobs. 4
Hotel receptionist
Tour guide
Holiday representative
Travel agent
Chamber maid
Chef/restaurant manager
2(b) Explain three skills that are important when dealing with customers. 6
Award one mark for the correct identification of a skill and award a second
mark for explanatory comment of the skill in context.
Multiple languages [1] tourists/customers from different countries [1]

Numeracy skills [1] cash handling/sales transactions [1]
Customer service [1] meeting customers’ needs [1]
Problem solving skills [1] dealing with complaints [1]
IT skills [1] computer reservations/telephone systems [1]
Phone skills [1] professional tone/prompt answer/customer service [1]
Good communication skills [1] good impression/customer service [1]
Good body language [1] welcoming [1]
IT Skills [1] operate systems [1]
2(c) Explain how the local economy will benefit from increased tourism 3
employment.
second mark and third mark for appropriate explanatory development of the
reason in context.
Tourism employee is paid a wage [1] which is then spent in the local
economy on goods and services [1] supporting other businesses and
jobs [1]
Multiplier effect [1] local businesses have increased sales from
employees having wages to spend [1] businesses then invest profit
within the local or national economy [1]

PUBLISHED
2(d) Explain three likely positive social and cultural impacts associated with 6
tourism employment.
second mark for appropriate explanatory development of the impact in
context.
Preservation of arts and crafts [1] job displaying/creating [1]

Civic/cultural pride [1] national heritage appreciated/preserved [1]
International understanding tolerance [1] interact with more
tourists/cultures [1]
Increase global awareness [1] better understanding and interactions [1]
Education/training [1] increased skills and knowledge [1]
2(e) Discuss the negative economic impacts associated with tourism 6

employment.
Indicative content:
Seasonal employment – no wage in low season/contract renewal not
guaranteed
Leakage – foreign workers – wage leaks out
Low wages – poverty/priced out
Level 1 (1–2 marks) will identify up to two valid negative impacts providing
some detail but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an explanation of the negative

impact, clearly indicating how this affects the locals/economy.

significance/importance of the negative impact. Better answers may have a
Tourism employment is often seasonal [L1] workers have no wage in the low
season and may not be guaranteed a contract for the next season [L2]. This
causes poverty and an unstable economy [L3]. If foreign workers are brought
into the destination to staff attractions and resorts this causes export leakage
[L1] when they take their wages back home preventing the circulation of the
money in the destination’s economy [L2]. Governments can set laws and
regulations and help to educate/train tourism organisations in regard to their
tourism employment so that the country benefits as much as possible [L3].

PUBLISHED
3(a) State three customer types. 3
Leisure
Business
Families
Groups
Singles/individuals
3(b) Describe two ways staff can show good body language when serving 4
customers.
Good posture/sit or stand upright [1] look ready to serve [1]

Eye contact [1] attentive/interested [1]
Smiling [1] welcoming/approachable [1]
Good hand gestures [1] directions/bow for respect [1]
3(c) Explain one benefit to travel and tourism organisations of each of the 6
following methods of communicating with customers:
Award one mark for the correct identification of an way and award a second
mark for explanatory comment of the way in context.
letter – formal/professional/official [1] referred back to a later date [1]

brochures – detailed/accurate [1] can be taken away to show to others [1]
social media – real time responses/fast responses [1] targets different
market segments/customers [1]
3(d) Explain three expectations of business tourists. 6
Award one mark for the correct identification of an expectation and award a
second mark for appropriate explanatory development of the expectation in
context.
Wi-Fi [1] work/email [1]

Fast/professional service [1] limited time/attend meetings [1]
Facilities in room [1] iron/trouser press/desk [1]
Room service [1] continue working [1]
Privacy [1] work/workload [1]

PUBLISHED
3(e) Assess the importance of tourism employees creating a good first 6

impression.
Indicative content:
Good customer care/quality service
Repeat business
Stand out from competitors
Meet customer expectations/customer satisfaction
Representing the organisation
detail but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an explanation of the reasons,

clearly indicating how this affects the locals/economy.

significance/importance of the reasons. Better answers may have a
Tourism is a service and the employees play an essential role in the product
and providing good customer care. Employees need to create a good first
impression as they are representing the organisation [L1] their actions reflect
the professionalism, quality and standards of the organisation [L2]. Creating
a good first impression is good customer care [L1] customers will feel valued
and welcomed [L2]. Travel and tourism is a very competitive industry and if
organisations do not care for their customers well at all stages then
customers will move to another organisation or leave bad reviews [L3] which
then impacts future success [L3].

PUBLISHED
4(a) State three types of public transport. 3
Bus
Water taxi/ferry
Underground/tube/metro/subway
Rail/train
Tram
Coach
Taxi
4(b) Explain three ways that destinations can encourage tourists to use 6
public transport.
Travel pass [1] convenient/ease/use different transport [1]

Affordable tickets [1] accessible to all [1]
Promotion/leaflets/brochures in tourism organisations [1] raise
awareness [1]
Multiple places to buy tickets e.g. TIC [1] easy [1]
4(c) Explain three likely economic impacts associated with increased 6

investment in public transport.
Award one mark for the correct identification of an economic impact and
award a second mark for appropriate explanatory development of the impact
in context.
Increased employment/jobs [1] more drivers required for more services

[1]
Increased GDP [1] multiplier caused by more sales of public transport
tickets [1]
Increased foreign exchange earnings[1] more tourists to an area
because of better transport and accessibility in the area [1]

PUBLISHED
4(d) Describe two ways tourists are likely to benefit from the new bridge in 4
Dar es Salaam, Tanzania.
Increased access [1] see more areas/attractions/different beaches/

hotels [1]
Easier/more accessible travel [1] access area of Kigamboni easier [1]
Business tourist will have faster/more efficient transport to meetings [1]
reliability [1]
4(e) Discuss the likely appeal of fly-drive package holidays. 6
Indicative content:
Flexibility/freedom/own schedule
Independence in moving around
Package – no further research/purchasing
Increased privacy
Easier – no need to search for car hire on arrival
Level 1 (1–2 marks) will identify up to two valid reasons for the appeal,
providing some detail but will be mainly descriptive.
Level 2 (3–4 marks) can be awarded for an explanation of the appeal of

fly-drive package holidays.

significance/importance of the appeal. Better answers may have a reasoned
conclusion.
Fly-drive holidays provide tourists with complete flexibility [L1] they are able
to travel as and when they want rather than relying on tour operators and
public transport [L2]. Fly-drive holidays also provide more privacy for tourists
[L1], they can travel in their own transport rather than sharing with locals or
other tourists [L2]. Fly-drive holidays have many advantages and the appeal
will depend upon tourists' requirements and preferences [L3].

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GPS – INTERNATIONAL

GLOBAL VISION, TRADITIONAL VALUES

TRAVEL AND TOURISM 0471/11

READ THESE INSTRUCTIONS FIRST

This Insert contains all the Figures referred to in the questions.

Anything the candidate writes on this Insert will not be marked.

This document consists of 5 printed pages and 3 blank pages.

Fig. 1 for Question 1

© UCLES 2017 0471/11/INSERT/O/N/17

Photograph A for Question 2

© UCLES 2017 0471/11/INSERT/O/N/17 [Turn over

Fig. 2 for Question 3

Alaska’s Tourism Industry

Most visitors arrive in Alaska on a cruise ship.

Cruise ship Air

Method of transport used to arrive in Alaska

© UCLES 2017 0471/11/INSERT/O/N/17

Fig. 3 for Question 4

Damnoen Saduak Floating Market, Thailand

Damnoen Saduak Floating Market Tour

• English-speaking local tour guide

© UCLES 2017 0471/11/INSERT/O/N/17

© UCLES 2017 0471/11/INSERT/O/N/17

© UCLES 2017 0471/11/INSERT/O/N/17

© UCLES 2017 0471/11/INSERT/O/N/17

TRAVEL AND TOURISM 0471/11

® IGCSE is a registered trademark.

This document consists of 10 printed pages.

© UCLES 2017 [Turn over

Question Answer Marks

1(a) Identify the following: 2

Award one mark for each correct identification

The number of airlines that use Schiphol Airport = 103

1(b) Define the following terms: 4

Award one mark for the correct identification of a characteristic of the

1(c) Explain two benefits to airports of winning awards. 4

• Increased customer satisfaction [1] more passengers [1]

Responses need to be set in the context of airports to achieve the full 2

Credit all valid responses in context

1(d) State three processes passengers are required to take after 3

Award one mark for each correct identification

© UCLES 2017 Page 2 of 10

Question Answer Marks

• Cheaper ticket price [1] avoid travel agent fees [1]

Credit all valid responses in context

Credit all valid responses in context

Level 1 (1–2 marks) will identify up to two valid reasons, providing

Level 2 (3–4 marks) can be awarded for an analysis of the reasons,

© UCLES 2017 Page 3 of 10

Question Answer Marks

2(a) State the meaning of each of these signs: 4

Award one mark for each correct identification

Award only these responses

2(b) Suggest three different types of travel and tourism organisations 3

Award one mark for each correct identification

• Tourist attractions [1]

Credit all valid responses in context.

© UCLES 2017 Page 4 of 10

Question Answer Marks