CHAPTER 7

What Does the Customer Want?

It was already apparent at the start of the pandemic that tourism was growing, demand was increasing across all age groups, but elements of choice were changing. We also know the pandemic introduced a short, sharp shock to the industry and became a catalyst for action (WTM).

Sustainability

Sustainability has been a feature of discussions about travel and tourism for several years and it is undoubtedly taking on a higher profile as we emerge from the pandemic into an endemic situation. The definition I prefer describes sustainability as:

fulfilling the needs of the present generation while not compromising future generations’ ability to meet their needs. (Trondent)

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