Sustainable Tourism: The Tour Operators' Contribution

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5. Customer Relations a great amount of information about the state of the environment in its destinations, which can be used to identify the most effective initiatives to support environmental protection in destinations. • The feedback gives valuable insight into what is important to customers, their views on environmental issues and their expectations for LTU’s environmental performance. • Using this knowledge, the company can increase customer satisfaction and the environmental quality of its products, whilst at the same time helping to protect the environment in its destinations. The programme also helps raise the environmental awareness of LTU’s customers and their attention to environmental and social problems. Comments The company has found that raising awareness among communities and providing information and educational assistance helps them to improve their environmental practices, often in a very short time period (for example, ending the use of insecticides in public areas at a popular destination in the Mediterranean region). Although the information gathered through customer feedback has not yet been systematically collected or filed, the company plans to create a database of all customer feedback and make this information available in an environmental newsletter. Box 2: Examples of Customer Feedback Dear Sirs and Madams, You emphasize the importance of environmental conservation in your two catalogues, ITS and Tjaereborg ‘Fernreisen’. I would be very interested to receive detailed environmental information for the hotels Ceysands in Bentota, Sri Lanka (ITS catalogue) and Coral Gardens in Hikkaduwa, Sri Lanka (Tjaereborg-catalogue), as I could not find more environmental information about the two hotels in your catalogues. Unfortunately, as a tourist you are often not involved personally in the environmental measures of the hotels. Therefore I would appreciate knowing which measures have been already taken up to contribute to a better environment in my holiday destination. I look forward to your co-operation! Sustainable Tourism: The Tour Operators’ Contribution Thanks very much, J.C., 2002 Dear Sirs and Madams, We recently made our seventh visit to Greece (this year with ITS in Acharavi at Korfu). Unfortunately, the Greek people destroy their splendid country by throwing their waste on the streets. Along the streets, you can find bottles, cans, etc., even in holiday centres. Some cans are bleached, which gives you an idea how long it has been since the streets were cleaned. In the villages, there are a lot of construction ruins or buildings that were started but seem to have been abandoned for several years now. These ruins are a safety hazard and there is a very high risk of accidents, especially for children. With kind regards, K.M., 2002 offer to clieNts to coNtact ltu’s eNviroNmeNtal departmeNt
5.4 TUI AG: Interactive Environmental Website Description of Good Practice TUI AG, which is the parent company of some 400 tour operators, hotel companies, airlines, travel agencies and other tourism-related businesses, is Europe’s travel market leader. In 1996, the company’s Environmental Management Department launched its own web site (www.tui-umwelt.com), independent of the company’s main site. The site targets co-operating partners in TUI destinations, local authorities, municipal representatives, tourism officers, nature conservation organisations, experts in tourism and environment, travel agents, hoteliers and TUI guests (see Box 1). To make it easier to navigate the site, the information is organised by target audience, allowing each group to access information tailored to their specific needs through special micro-sites. For example, the micro-site for TUI guests and travel agents provides comprehensive information about environmentally sound TUI hotels and the current state of nature and the environment in destinations. The information on destinations is based on annual environmental reports by TUI representatives, verified by destination representatives and the Environmental Management Department. The information on hotel management is based on annual environmental monitoring of hotels by TUI. Complementary information is provided to customers and distribution partners about current environmental projects in destinations, including information on reforestation, animal welfare, species protection, marine biology, biodiversity and climate protection. Travel agents can use the micro-site to promote environmentally sound TUI hotels and destinations with exceptional environmental initiatives. A further micro-site is addressed to hoteliers and includes best practices for environmentally sound hotel management, with a particular focus on TUI’s environmental work, such as environmental monitoring and environmental criteria for hotels, destinations and carriers. The web site is not only a static medium for information dissemination, but also a dynamic meeting place, thanks to a voting system that allows users to vote online about subjects being discussed. Customer feedback by e-mail indicates that awareness of environmental issues is increasing. The website provides the full range of environmental information in German and English, while summary versions are offered in French, Greek, Italian, Polish, Portuguese, Spanish and Turkish. The site attracts visitors from 82 countries worldwide, primarily during business hours, indicating a predominant use of the site by professionals. The contents of the site were developed by the staff of TUI’s Environmental Management Department. Until recently, the site contained only static html pages, which meant that updating pages required input from an external agency with the necessary html skills. However, the recent re-launch of the site included a transfer of the existing information into a iNformatioN is giveN iN teN laNguages Sustainable Tourism: The Tour Operators’ Contribution 5. Customer Relations
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Sustainable Tourism: The Tour Operators' Contribution

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