Ethnic groups and the British travel industry: servicing a minority?

Mary S. Klemm and Sarah J. Kelsey

The Service Industries Journal, 2004, vol. 24, issue 4, 115-128

Abstract: This article examines the attitudes of the British travel industry to non-white ethnic customers. Focus group discussions, semi-structured interviews and an audit of training provision were used to investigate the extent of ethnic minority integration in the industry. Research findings showed a segregated industry in the Yorkshire region. Asian agencies served their own communities. Mainstream travel companies revealed a lack of understanding of consumers from non-white ethnic groups, particularly with respect to different levels of acculturation and their impact on holiday buying behaviour. Recommendations outline policies to attract more travel customers from the increasing numbers of ethnic minorities in Britain.

Date: 2004
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DOI: 10.1080/0264206042000275226

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