Cambridge IGCSE Travel and Tourism 0471 — 2017 May/June Paper 1 · Variant 2

This document consists of 11 printed pages, 1 blank page and 1 Insert. DC (RCL (JDA)) 131808/3 © UCLES 2017 [Turn over Cambridge International Examinations Cambridge International General Certificate of Secondary Education * 1 6 3 9 2 1 3 2 3 7 * TRAVEL AND TOURISM 0471/12 Core Module May/June 2017 2 hours Candidates answer on the Question Paper. No Additional Materials are required. READ THESE INSTRUCTIONS FIRST 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.

2 0471/12/M/J/17 © UCLES 2017 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]

3 0471/12/M/J/17 © UCLES 2017 [Turn over (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]

4 0471/12/M/J/17 © UCLES 2017 (e) Assess the problems caused when destinations become dependent on tourism. … … … … … … … … … … … … [6] [Total: 25]

5 0471/12/M/J/17 © UCLES 2017 [Turn over 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 0471/12/M/J/17 © UCLES 2017 (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]

7 0471/12/M/J/17 © UCLES 2017 [Turn over 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 0471/12/M/J/17 © UCLES 2017 (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]

9 0471/12/M/J/17 © UCLES 2017 [Turn over 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 0471/12/M/J/17 © UCLES 2017 (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]

11 0471/12/M/J/17 © UCLES 2017 (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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® IGCSE is a registered trademark. This document consists of 9 printed pages. © UCLES 2017 [Turn over Cambridge International Examinations Cambridge International General Certificate of Secondary Education TRAVEL AND TOURISM 0471/12 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.

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 2 of 9 Question Answer Mark 1(a) State the following geographical characteristics of Zambia: Award one mark for each correct identification • 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 Award only these responses 3 1(b) Identify the following: Award one mark for each correct identification • 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 Award only these responses 4 1(c) Explain three reasons for the appeal of Zambia to international tourists. 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 Credit all valid responses in context 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 3 of 9 Question Answer Mark 1(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. 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] 6 1(e) Assess the problems caused when destinations become dependent on 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 Credit all valid responses in context 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 Level 3 (5–6 marks) can be awarded for evaluative comment about the 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] . 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 4 of 9 Question Answer Mark 2(a) State three characteristics of business tourists. Award one mark for each correct identification • 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. 3 2(b) M.I.C.E. is an important component of business tourism. State what is meant by M.I.C.E. Award one mark for each correct identification • Meetings • incentives • Conferences • Exhibitions Award only these responses 4 2(c) Explain three benefits to business tourists of booking with specialist business travel agencies. Award one mark for the correct identification of a benefit and award a second mark for appropriate explanatory development of the benefit in context Credit all valid responses 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] 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 5 of 9 Question Answer Mark 2(d) Describe three ways that hotels may provide for business tourists during 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 6 2(e) Business tourists normally don’t 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. • 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 detail but will be mainly descriptive Level 2 (3–4 marks) can be awarded for an analysis of the activities, clearly indicating how the local economy would benefit Level 3 (5–6 marks) can be awarded for evaluative comment about the 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]. 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 6 of 9 Question Answer Mark 3(a) Identify from Photograph A (Insert) three ways the railway station provides for passengers with special needs. Award one mark for each correct identification • 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 3(b) State four ways that travellers can check on departure and arrival times when at railway stations. Award one mark for each correct identification • Text alerts • Information board • Email alerts to phone/tablet • Ask staff • Information desk/ticket counter • Website/online • Timetables/Leaflets • Loudspeaker announcements Credit all valid responses in context 4 3(c) Explain why the following skills are important for staff at major railway 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] 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 7 of 9 Question Answer Mark 3(d) Explain why railways stations offer the following ancillary services for the customer: Award one mark for the correct identification of a way and award a second 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] Credit all valid responses in context 6 3(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. • Convenience – one ticket • Move around whole destination • Can be cheaper • Less communication at ticket offices (language barriers) Credit all valid responses in context. 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 Level 3 (5–6 marks) can be awarded for evaluative comment about the 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] 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 8 of 9 Question Answer Mark 4(a) Identify the following: Award one mark for each correct identification • 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 Accept only these responses 3 4(b) Define the following terms: 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 4(c) Some Company X staff deal directly with customers. 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. 6

0471/12 Cambridge IGCSE – Mark Scheme PUBLISHED May/June 2017 © UCLES 2017 Page 9 of 9 Question Answer Mark 4(d) Explain three ways that tour operators can manage the seasonality of their sales. Award one mark for the correct identification of a way and award a second 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 Credit all valid responses in context 6 4(e) Discuss the benefit to tour operators of selling their products through their own chain of travel agents. • Maintain control • Receive more revenue/higher profit margin Credit all valid responses in context Level 1 (1–2 marks) will identify up to two valid benefits 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 benefit helps the tour operator Level 3 (5–6 marks) can be awarded for evaluative comment about the 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]. 6