Travel Reference
In-Depth Information
tourist attractions and transport operators, which face
increased costs for alterations to buildings.
•
Languages spoken;
•
Religious codes;
•
Food and drink.
Weblink
Check out this government website for
further details about issues to do with
disabilities and the DDA.
www.direct.gov.uk/en/DisabledPeople/
index.htm
Front-line customer service staff whose work brings
them into contact with customers from a variety of
different cultures must be trained to recognise and
respect these different needs, and to respond positively
and sensitively to customers' requests.
FOCUS ON INDUSTRY
FOCUS ON INDUSTRY
MEETING CUSTOMERS' SPECIAL NEEDS AT
VIRGIN TRAINS
BRITISH AIRWAYS
British Airways offers its customers a variety of
special meals to meet both religious and dietary
needs on the majority of its routes. These include
Asian vegetarian, vegan vegetarian, Hindu, Muslim,
Kosher, diabetic, gluten-free, low cholesterol and
non-lactose. Meals must be ordered at least 24
hours in advance of fl ying.
Virgin Trains offers the following advice to travellers
in its Passengers Charter:
'If you, or someone travelling with you, will need
help during your journey or at stations, please try to
let us know at least 24 hours in advance by calling
the Virgin Trains JourneyCare Reservation Service.
We will also ensure that forward arrangements are
made to facilitate easy onward passage. Where we
can, we will help customers with special needs on
and off trains without prior arrangements. National
Rail Enquiries also provide a textphone service 24
hours a day, 7 days a week'.
Weblink
Check out this website for full details of
British Airways' special meals to meet
individual customer needs.
www.britishairways.com
Weblink
The Welcome International training course provides an
introduction to meeting the needs of overseas visitors
and is a good fi rst step in welcoming visitors from
different cultures. Britain is very successful at attracting
overseas visitors. Where we are not quite so good is
in training customer service staff to meet and greet
foreign visitors in their own language and to develop an
understanding of their particular needs. Knowing just a
few words of a foreign language makes an immediate
impression on overseas visitors, helping to put them at
ease and creating an excellent fi rst impression of you
and your organisation.
Check out this website for more
information on customer service at Virgin
Trains.
www.virgintrains.co.uk
Customers with cultural and
language needs
Britain attracted 32 million overseas visitors in 2008,
from all corners of the globe and from a wide variety of
cultural and ethnic backgrounds. Their needs are very
different in a number of respects, for example:
•
Cultural traditions;
