Cambridge IGCSE™

TRAVEL & TOURISM 0471/12

Paper 1 Key Terms and Concepts May/June 2025
MARK SCHEME
Maximum Mark: 80

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 f or
Teachers.

Cambridge International will not enter into discussions about these mark schemes.

Cambridge International is publishing the mark schemes f or the May/June 2025 series f or most
Cambridge IGCSE, Cambridge International A and AS Level components, and some Cambridge O Level
components.

This document consists of 21 printed pages.

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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
descriptions 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.

GENERIC MARKING PRINCIPLE 2:

Marks awarded are always whole marks (not half marks, or other fractions).

GENERIC MARKING PRINCIPLE 3:

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.

GENERIC MARKING PRINCIPLE 4:

Rules must be applied consistently, e.g. in situations where candidates have not followed
instructions or in the application of generic level descriptors.

GENERIC MARKING PRINCIPLE 5:

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).

GENERIC MARKING PRINCIPLE 6:

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.

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Social Science-Specific Marking Principles

(for point-based marking)

1 Components using point-based marking:

• Point marking is often used to reward knowledge, understanding and application of skills.
We give credit where the candidate’s answer shows relevant knowledge, understanding
and application of skills in answering the question. We do not give credit where t he answer
shows confusion.

From this it follows that we:

a DO credit answers which are worded differently from the mark scheme if they clearly
convey the same meaning (unless the mark scheme requires a specific term)
b DO credit alternative answers/examples which are not written in the mark scheme if they
are correct
c DO credit answers where candidates give more than one correct answer in one
prompt/numbered/scaffolded space where extended writing is required rather than list -type
answers. For example, questions that require n reasons (e.g. State two reasons …).
d DO NOT credit answers simply for using a ‘key term’ unless that is all that is required.
(Check for evidence it is understood and not used wrongly.)
e DO NOT credit answers which are obviously self -contradicting or trying to cover all
possibilities
f DO NOT give further credit for what is effectively repetition of a correct point already
credited unless the language itself is being tested. This applies equally to ‘mirror
statements’ (i.e. polluted/not polluted).
g DO NOT require spellings to be correct, unless this is part of the test. However spellings of
syllabus terms must allow for clear and unambiguous separation from other syllabus terms
with which they may be confused (e.g. Corrasion/Corrosion)

2 Presentation of mark scheme:

• Slashes (/) or the word ‘or’ separate alternative ways of making the same point.
• Semi colons (;) bullet points (•) or figures in brackets (1) separate different points.
• Content in the answer column in brackets is for examiner information/context to clarify the
marking but is not required to earn the mark (except Accounting syllabuses where they
indicate negative numbers).

3 Calculation questions:
• The mark scheme will show the steps in the most likely correct method(s), the mark for
each step, the correct answer(s) and the mark for each answer
• If working/explanation is considered essential for full credit, this will be indicated in the
question paper and in the mark scheme. In all other instances, the correct answer to a
calculation should be given full credit, even if no supporting working is s hown.
• Where the candidate uses a valid method which is not covered by the mark scheme,
award equivalent marks for reaching equivalent stages.
• Where an answer makes use of a candidate’s own incorrect figure from previous working,
the ‘own figure rule’ applies: full marks will be given if a correct and complete method is
used. Further guidance will be included in the mark scheme where necessary an d any
exceptions to this general principle will be noted.

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4 Annotation:
• For point marking, ticks can be used to indicate correct answers and crosses can be used
to indicate wrong answers. There is no direct relationship between ticks and marks. Ticks
have no defined meaning for levels of response marking.
• For levels of response marking, the level awarded should be annotated on the script.
• Other annotations will be used by examiners as agreed during standardisation, and the
meaning will be understood by all examiners who marked that paper.

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Annotations guidance for centres

Examiners use a system of annotations as a shorthand for communicating their marking decisions to
one another. Examiners are trained during the standardisation process on how and when to use
annotations. The purpose of annotations is to inform the standard isation and monitoring processes
and guide the supervising examiners when they are checking the work of examiners within their team.
The meaning of annotations and how they are used is specific to each component and is understood
by all examiners who mark the component.

We publish annotations in our mark schemes to help centres understand the annotations they may
see on copies of scripts. Note that there may not be a direct correlation between the number of
annotations on a script and the mark awarded. Similarly, the use of an annotation may not be an
indication of the quality of the response.

The annotations listed below were available to examiners marking this component in this series.

Annotations

Annotation Meaning

Correct point

Incorrect point

Benefit of doubt given

Content of response too vague

Not answered question

Repetition

Page or response seen by examiner

Blank page

Knowledge

Application

Analysis

Evaluation

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Assessment objectives

AO1 Knowledge and understanding

Demonstrate knowledge and understanding of facts, terms and concepts of travel and tourism.

AO2 Application
Apply knowledge and understanding of facts, terms and concepts to familiar and unfamiliar contexts in
travel and tourism.

AO3 Analysis
Analyse travel and tourism issues and show an understanding of the possible impacts of those issues
on travel and tourism.

AO4 Evaluation
Evaluate information to develop arguments, understand implications, draw inferences and make
judgements, recommendations and decisions.

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Table A

Use this table to give marks for each candidate response for Questions 1(e), 2(e) and 4(e).

Level AO1 AO3 AO4

Knowledge and Analysis Evaluation
understanding

2 marks 2 marks 2 marks

Description Description Description

2 The response contains two or There is some consideration The response contains a
more explained valid points. of the significance of two of reasoned conclusion or
the points mentioned. recommendation.
OR
The arguments for or against
two of the points mentioned
are given.
2 marks 2 marks 2 marks

1 The response contains one The response gives some The response contains a
explained valid point consideration to the conclusion or
OR significance of one point recommendation, but no
is likely to be a list of valid mentioned. reasoning is given.
points with little or no OR
explanation. The arguments for or against
one point mentioned are
1 mark given.
1 mark 1 mark

0 No creditable response. No creditable response. No creditable response.

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Table B

Use this table to give marks for each candidate response for Question 3(e).

Level AO2 AO3 AO4

Application Analysis Evaluation

2 marks 2 marks 2 marks

Description Description Description

2 Includes an explanation of There is some consideration The response contains a

why two or more points of the significance of two of reasoned conclusion or
mentioned are the points mentioned. recommendation.
relevant/suitable to the OR
context of the question. The arguments for or against
two of the points mentioned
are given.
2 marks 2 marks 2 marks

1 One point mentioned has an The response gives some The response contains a
explanation of why it is consideration to the conclusion or
relevant/suitable to the significance of one point recommendation, but no
context of the question. mentioned. reasoning is given.
OR
The arguments for or against
one point mentioned are
1 mark given.
1 mark 1 mark

0 No creditable response. No creditable response. No creditable response.

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Question Answer Marks

1(a) Identify the following: 2

Award one mark for a correct identification.

the amount tourism currently contributes to GDP in the USA: $2.24

trillion/7.9%
the amount spent by domestic tourists in the USA: $1703 billion

Credit these responses only

1(b) Explain one likely reason why domestic tourists spend more than 2
inbound tourists in the USA.

Award one mark for the correct identification of a reason and a second mark
for explanatory development of the reason in context.

• USA has a large population therefore there are more people to travel
domestically [1] large numbers of domestic tourists results in a greater
total of domestic visitor spending [1]
• domestic tourists stay longer and return more often as the country is
more accessible [1] causing them to spend more [1]
• the USA is more accessible to domestic tourists, they don’t spend as
much on travel [1] leaving them more to spend when at the destination [1]
• the volume of domestic tourists in the USA is higher than inbound tourists
[1] therefore their total spending will be higher [1]

Credit all valid responses.

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Question Answer Marks

1(c) Explain one reason the USA has so many tourists from the following 4
source markets:

Award one mark for the correct identification of a reason and a second mark
for explanatory development of the reason in context.

Mexico
• accessibility/located near/neighbouring countries [1] cheaper travel
expenses than long haul/convenient/easy to travel/can use own transport
e.g. car [1]
• visiting friends and family [1] many Mexicans have migrated to the USA
[1]
• experience different culture [1] American culture is popular and widely
experienced in the media, Mexicans travel to experience it [1]

United Kingdom
• same language [1] ease of travel/no language barrier [1]
• similar culture [1] ease of travel [1]
• American culture is popular and is widely represented in the media [1] UK
tourists travel to experience what they have seen first hand [1]
• seasonal climate conditions in the USA [1] weather in the south of the
USA can be better than the UK/guaranteed snow in Californian
mountains [1]
• UK has unpredictable weather/cold in the winter [1] UK tourists can travel
for more predictable/warmer weather conditions in the USA [1]
• good and frequent flight links from the UK to the USA [1] easy and
convenient travel [1]
• increased promotion of USA to UK tourists [1] more awareness
stimulating more demand [1]

Credit all valid responses.

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Question Answer Marks

1(d) Explain three negative economic impacts of tourism. 6

Award one mark for the correct identification of a negative economic impact
and a second mark for explanatory development of the impact.

• import leakage [1] international organisations imports goods and services

to meet tourist demand, causing money to leak out of the
economy/money from purchases benefits another country [1]
• export leakage [1] foreign staff work in tourism and send money home,
therefore wages don’t contribute to the local multiplier effect/economy
/foreign owned companies send profits back home causing the money to
leak out of the economy [1]
• inflation [1] out pricing the local population resulting in a reduction in
standards of living for local population/reduction in appeal of the
destination due to increased prices resulting in less tourist spend [1]
• seasonal employment [1] seasonal poverty/reduction in living standards
in off peak seasons [1]
• over dependence on tourism [1] traditional/other industries lost and the
country has no back up industry if tourism rate decreases/unstable
economy if disaster or global shock causes tourism numbers to decrease
[1]
• opportunity cost [1] government spend the money generated from
tourism-on-tourism infrastructure rather than facilities for locals e.g.
hospitals/school resulting in a reduced or poor standard of living for the
local population [1]

Credit all valid responses.

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Question Answer Marks

1(e) Discuss why governments set objectives for tourism development . 6

Use Table A to mark this question.

Responses may include the following and any other valid points should be
credited.

AO1 knowledge and understanding

• manage/control tourism development
• set common goals for all organisations in the industry to follow
• minimise negative impacts and maximise positive impacts
• force/push the sustainable tourism agenda through objectives
• used to plan for controlled tourism growth

AO3 Analysis
• without objectives and control development won’t follow a common
purpose that is in the best interests of the country
• country risks losing out on positive impacts of tourism and opportunity to
make the destination more sustainable

AO4 Evaluation
• government objectives provide a coordinated, controlled approach.
• without them, destinations could suffer negative impacts that will affect
the host population, the success of the tourism industry and the country.
• international investors and developers may not consider local needs. With
objectives the local needs are considered, and exploitation is minimised.

Credit all valid responses.

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Question Answer Marks

2(a) State two types of travel agents. 2

Award one mark for each correct identification.

• business
• independent
• miniples
• multiples
• online/call centre
• retail/retailer/high street
• specialist/specialise

Credit these responses only.

2(b) Other than dynamic packages, state two types of package holidays. 2

Award one mark for each correct identification.

• all inclusive
• mass market
• specialist

Credit these responses only.

2(c) Explain two reasons why tour operators sell dynamic package holidays. 4

Award one mark for the correct identification of a reason and a second mark
for explanatory development of the reason in context.

• to attract more customers/a variety of customers [1] customers

prefer/enjoy/want to have control of/choose the components of their
holiday [1]
• customers prefer more choice/picking different elements when selecting a
package holiday [1] providing this with dynamic packages creates
customer satisfaction [1]
• it protects future business/sales [1] if not provided customers will
create/choose their own travel arrangements/travel independently
because they can pick different elements, resulting in less business for
the travel agencies [1]
• in response to market developments [1] it is now easier for customers to
arrange travel independently/customers prefer to have more
choice/customisation options therefore the travel agency is responding to
changing market needs/preferences [1]
• allowing customers to choose elements attracts customers [1] causing an
increase in sales by providing/selling different products/increasing the
product portfolio of the travel agency [1]
• gives the travel agency a competitive advantage [1] customers get to
decide what goes into their package holiday, this may not be provided by
all travel agencies therefore attracting customers/generating more sales
[1]

Credit all valid responses.

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Question Answer Marks

2(d) Evaluate two ways travel agents can benefit from selling products via an 6
app.

Award one mark per analytical comment of the importance of the benefit
given. Award a second and third mark for evaluative comment of the
reason/importance in context.

AO3 Analysis (AN) the benefit

• more customers/sales as it is easier for customers to access/purchase
the product
• apps facilitate easier and quicker way to communicate with customers
• meeting the demands/needs of customers, future proofing the business
• provides a competitive edge/advantage over competition
• they can sell to customers any time, not restricted to shop hours/24/7
• reduction in costs, they do not need to pay for physical shop/lots of staff
• app accessible from anywhere in the world/wider market as the app can
reach a global audience

AO4 evaluation (EVAL) evaluation of the benefit given

• without the app sales will be missed which will restrict revenue and
business growth
• app allows the travel agents to increase their market share by targeting
sales from other customers increasing revenue/allowing for business
expansion/maximising profit
• meeting the needs of the customers by providing the app, it is a highly
competitive industry, if the customer needs are not met then sales will be
lost, and the travel agent will struggle to survive
• creating more sales, and an increased chance of success for the
business
• improves the travel agents brand image, allowing them to develop a good
reputation as an accessible/modern/innovative business

Credit all valid responses.

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Question Answer Marks

2(e) Assess the benefits of package holidays for customers. 6

Use Table A to mark this question.

Responses may include the following and any other valid points should be
credited.

AO1 knowledge and understanding

• everything is booked and done for them
• all essential elements of a holiday are included in the package
• no need to spend time researching – all done for them
• package includes guaranteed bookings, reducing the risk of missing out
on tickets to attractions/transport
• sometimes cheaper price than buying products and services individually
• customers can pay up front for package holidays and don’t need to worry
about cash and know their expenditure exactly/budget accordingly
• many package holidays/travel agents allow customers to pay in
instalments, not possible when booking separately
• safety for the customer – being on an organised holiday/support in resort
provided from holiday reps/reduces risks of scams when purchasing
online or foreign owned organisation

AO3 Analysis
• less stressful/easier
• enjoy holiday without worrying about booking and making arrangements
• providing assurance for new or inexperienced travellers

AO4 Evaluation
• holidays are for leisure and/or relaxation, removing the stress allows
tourists to enjoy their holiday more
• tourists often feel worried/vulnerable if in a country they are unfamiliar
with, package holidays allow them to feel secure, safe and enjoy
themselves

Credit all valid responses.

3(a) State two ancillary services. 2

Award one mark for each correct identification.

• bicycle hire
• car hire
• currency exchange
• guided tours/tour agent
• insurance

Credit these responses only.

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Question Answer Marks

3(b) Describe how visitor attractions are intangible. 2

Award one mark for the correct identification of a characteristic and a second
mark for descriptive comment.

• visitor attraction is a service/experience [1] it is people doing things for

you [1]
• there is no physical product that the tourists take away from the visit to a
visitor attraction [1] as you cannot touch it [1]
• an intangible visitor attraction cannot be held or touched [1] for example,
a visit to a theme park/museum [1]

Credit all valid responses.

3(c) Explain two ways visitor attractions could provide for business tourists. 4

Award one mark for the correct identification of a way and a second mark for
explanatory development of the way in context

• event space/meeting rooms [1] hold their meetings without disturbance

[1]
• host team building incentives [1] business tourists might return with their
family/friends after their business incentive because they enjoyed the
attraction so much [1]
• corporate discount [1] hosting an event or incentive at the attraction
becomes more appealing to the business tourists [1]
• free Wi-Fi [1] enable business tourists to stay in touch with work, whilst
visiting the attraction in their spare time [1]

Credit all valid responses.

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Question Answer Marks

3(d) Explain three ways destinations can benefit from wildlife attractions. 6

Award one mark for the correct identification of a way and a second mark for
explanatory development of the way in context

• attraction generates investments into the environment [1] destination is

protected and developed sustainably/natural environment at the
destination is protected [1]
• attraction focuses on regeneration/protection [1] wildlife is protected and
breeding programs help the wildlife population to improve, improving the
quality/appeal of the destination [1]
• tourists visiting the destination are educated/learn about wildlife and want
to support/conserve the environment/act more sustainably [1] resulting in
them helping the conservation efforts in the destination/acting more
responsibly/sustainably when at the destination [1]
• carrying capacity/visitor management is implemented to protect the
wildlife [1] the tourism assets at the destination are protected increasing
the appeal of the destination [1]
• attracts sustainable tourists/eco tourists [1] who travel with minimal
negative impacts to the destination, minimising negative impacts at the
destination [1]
• provides entertainment for people travelling to the destination [1] makes
them stay longer, spend more money and enjoy the destination more [1]
• attracts more tourists to the destination as they can view wildlife they
can’t see at home [1] develops the destinations brand image/reputation
[1]
• wildlife attraction provides jobs [1] benefiting the multiplier effect/standard
of living in destination [1]
• entry ticket to the attraction generates money in the destination [1] and
therefore the destination will receive more income/increase multiplier
effect/circulation of money at the destination [1]

Credit all valid responses.

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Question Answer Marks

3(e) Evaluate the consequences of locating all visitor attractions in one area . 6

Use Table A to mark this question.

Responses may include the following and any other valid points should be
credited.

AO1 Knowledge
• increases appeal – easy for customers when attractions are located all
together
• restricts tourist spending to one area – limiting tourist spend to other
areas of the country
• overcrowding from too many people in one area causing negative
environmental impacts
• too much competition in one area, limiting the chances of success of
attractions
• increases crime/anti-social behaviour due to crowded area
• noise and congestion can disturb the wildlife of the area
• unbalanced tourism/overtourism in the area from too many tourists
visiting the attractions

AO3 Analysis
• creates a destination identity/brand as a leisure destination aiding the
success of the destination
• area known as a specialist destination attracting other tourism
organisations and tourists and increasing the economic benefits
• one area has multiple economic benefits e.g. money and spend, others
can have less.
• Can cause local people to have to move for jobs causing a significant
difference in the standard of living between areas.

AO4 Evaluation
• can be acceptable if there are other features that allow other areas with
no visitor attractions there to thrive
• destination may not be so popular without all the attractions in the same
area, so whilst not ideal it is beneficial to the tourism industry and allows
the country to benefit from tourism

Credit all valid responses.

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Question Answer Marks

4(a) Identify two examples of good customer service seen in Fig.4.1. 2

Award one mark for each correct identification.

• staff loading/carrying luggage for the customers

• teamwork
• uniforms/smartly dressed staff/name badge

Credit these responses only.

4(b) State two types of serviced accommodation meal plans. 2

Award one mark for each correct identification.

• all inclusive
• bed and breakfast/B&B/continental
• full board/American plan
• half board/continental
• room only/European plan

Credit all valid responses.

4(c) Explain two impacts on hotels of bad customer service. 4

Award one mark for the correct identification of an impact and a second mark
for explanatory development.

• loss of customers due to bad customer service experienced [1] loss of

future business/sales [1]
• negative publicity/bad comments and reviews [1] deter other/future
customers/damaged reputation [1]
• loss of competitive edge because of bad reputation/reviews/negative
image [1] harder for business to survive the competitive marketplace [1]
• customers won’t recommend the hotel to friends and family [1] loss of
future business/sales/marketing costs increase as they have to find other
ways to attract customers [1]

Credit all valid responses.

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Question Answer Marks

4(d) Explain the importance of the following interpersonal skills: 6

Award one mark for the correct identification of a reason for the importance
and a second and third mark for explanatory development in context.

teamwork
• all departments need to work together to provide the
product/service/good customer service [1] without one element the whole
stay/tourist experience can be ruined [1] which could impact on the image
of the business/future sales/reputation of the organisation [1]
• multiple staff deliver the service [1] must communicate to ensure the
customer gets the best customer service [1] improving the appeal of the
business/chance of repeat custom [1]
• vital for providing good customer service [1] if all the hotel staff work
together they can assist the customers in a better way [1] leading to
customer satisfaction and more loyal customers/better brand
image/reputation [1]
• products can be delivered quicker [1] staff work together for the common
goal of providing good customer service [1] satisfied/loyal customer [1]
• if staff aren’t able to work together it could lead to conflict in the
workplace [1] ruining the brand image because staff aren’t able to
communicate and work with each other [1] spoiling the customer
experience [1]

patience
• tourists may be tired from travel/speak a different language/be confused
[1] staff have to deliver good service regardless of the conditions [1]
meeting customer wants and needs/resulting in satisfied customers [1]
• shows staff to be caring and good listener when dealing with customers
or complaints [1] which allows staff to understand the situation and also
find a suitable solution [1] therefore customers are satisfied/have issues
resolved [1]
• important when a customer is being disruptive [1] helps staff to remain
calm to deal with the issues/complaint [1] reducing risk of
escalation/issues resolved [1]

Credit all valid responses.

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Question Answer Marks

4(e) Evaluate the importance of destination have sustainable transport 6

options.

Use Table B to mark this question.

Responses may include the following and any other valid points should be
credited.

AO2 Application
• gives tourists choice of how they travel, allowing them to choose
sustainable travel
• tourists travel at different times/places/ways – more option required to get
as many as possible travelling sustainably
• meeting the needs of sustainable tourists/attract eco-tourists
• reduce traffic and noise pollution in the destination
• positive destination brand image

AO3 Analysis
• increase tourist numbers/tourist spend in the destination
• protects the environment at the destination
• reduced negative environmental impacts affecting the local population
e.g. noise and air pollution
• if attracting more tourists to the destination they should benefit from more
tourist spend

AO4 Evaluation
• if the tourists are not offered sustainable transport options, they will
continue to use high polluting transport with negative effects on the
country, environment and host population
• destinations can develop a brand image as a sustainable destination that
gives them a competitive advantage

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