Tourism Tattler January 2013 by Tourism Tattler

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Contents Issue 1 (January) 2013 PUBLISHER Tourism Tattler (Pty) Ltd. PO Box 891, Umhlanga Rocks, 4320 KwaZulu-Natal, South Africa. Company Reg.No.: 2006/015252/07 Website: www.tourismtattler.co.za MANAGING EDITOR Des Langkilde Tel: +27 (0)87 727 8631 Cell: +27 (0)82 374 7260 Fax: +27 (0)86 651 8080 E-mail: editor@tourismtattler.co.za Skype: tourismtattler EDITOR Marjorie Dean Tel: +27 (0)11 886 9996 Fax: +27 (0)11 886 7557 E-mail: communications@satsa.co.za Skype: satsa-comms ADVERTISING MANAGER Bev Langkilde Tel: +27 (0)87 727 8643 Fax: +27 (0)86 656 3860 Cell: +27 (0)71 224 9971 E-mail: bev@tourismtattler.co.za Skype: bevtourismtattler SUBSCRIPTIONS Email: subscriptions@tourismtattler.co.za Skype: subscribetourismtattler

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Competition: Win a set of wildlife prints

National Accommodation Association of South Africa (NAA-SA) Tel: +2786 186 2272 Fax: +2786 225 9858 Webite: www.naa-sa. co.za

The Southern Africa Tourism Services Association (SATSA) Tel: +2786 127 2872 • Fax: +2711 886 755 Webite: www.satsa.com

SATSA PROUD SPONSOR

Feature: Tourism Routes in KwaZulu-Natal

Attractions: The Underpinnings for successful Route Tourism Development in SA IN THIS ISSUE

EDITORIAL 05 From the Editors Desk / Cover Story 06 Letters to the Editor 07 Competition ACHIEVEMENTS & ACCOLADES 08 Trade Awards ATTRACTIONS 09 KwaZulu-Natal Tourism Routes 16 Route Tourism Development in SA BUSINESS 19 Birding Route upgrade investment CONSERVATION 22 Highway through Tanzania’s Serengeti 23 Serengeti highway court case

Official Trade Journal of:

The Regional Tourism Organisation of Southern Africa (RETOSA) Tel: +2711 315 2420/1 Fax: +2711 315 2422 Webite: www.retosa.co.za

24 25 26 27 28 29 30 31 34

EVENTS MICE Academy workshop Seychelles Carnaval 2013 TAFI Convention 2013 LEGAL From the Bench - T&C’s - Part 2 MARKETING Online travel bookings SATSA Market Intelligence Report How to handle complaints RISK Travel Trade Insurance - Part 2 TRADE NEWS Trade Snippets

EDITORIAL CONTRIBUTORS

Adv. Louis Nel Des Langkilde Dominique van Onselen Dr. Wolfgang Thome Don George

Karen Huhlcke Karen Lourens Marjorie Dean Martin Jansen van Vuuren Richard Earls MAGAZINE SPONSORS

02 02 02 04 09 09 10 11 12 12 13 13

A Heritage of African Clothing Globe Lotter Tours Neil’s Transfers Joburg Zoo (Complimentary) Country & Coastal Tours Harburg Retreat St Ives Tourism KwaZulu-Natal Amazulu Lodge Lords of the Manor Everglades Estate Fordoun Hotel

13 13 13 13 13 14 14 14 20 27 36

Hawklee Country House Jolo Guest Farm Kleingberg Wines Silver Hill Lodge Tillietudlem Eco-Lodge Alfredo’s Restaurant Sakabula Country Lodge St Lucia Wetlands Guesthouse South Coast Tourism Authority Savage Jooste & Adams Attorneys TransMedia Barter

Disclaimer: The Tourism Tattler is published by Tourism Tattler (Pty) Ltd and is the official trade journal of the Southern Africa Tourism Services Association (SATSA). The Tourism Tattler digital e-zine, is distributed free of charge to bona fide tourism stakeholders. Letters to the Editor are assumed intended for publication in whole or part and may therefore be used for such purpose. The information provided and opinions expressed in this publication are provided in good faith and do not necessarily represent the opinions of Tourism Tattler (Pty) Ltd, SATSA, its staff and its production suppliers. Advice provided herein should not be soley relied upon as each set of circumstances may differ. Professional advice should be sought in each instance. Neither Tourism Tattler (Pty) Ltd, SATSA, its staff and its production suppliers can be held legally liable in any way for damages of any kind whatsoever arising directly or indirectly from any facts or information provided or omitted in these pages or from any statements made or withheld or from supplied photographs or graphic images reproduced by the publication.

JANUARY 2013

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JANUARY 2013 2012/11/19 9:36 AM

EDITORIAL

From the Editor’s Desk Our first edition of 2013 focuses on South Africa’s Province of KwaZuluNatal. In particular we are looking in depth at the development of Tourism Routes in the Province. Just looking at the variety of routes on offer, one could spend several holidays just exploring these, and still not see everything. There has been a great deal of focus in recent years on developing tourism away from the well-trodden paths. This is much easier said than done. After all, why should people wander off the main routes, away from attractions they know and enjoy? There has to be an incentive to attract them into the far corners of our beloved country. Long experience has proved the attractiveness of well-marketed tourism routes. The Midlands Meander and the Southern Explorer have been going for some years and are deservedly popular. The Battlefields Route is a recognised giant internationally for anyone interested in military history. But as is pointed out in the article by Marlien Lourens (pages 16-18) just thinking up a great idea for a route is not enough. Communities have to brought on board, the project has to have leadership that will drive the route. Serious marketing has to be done, in the local press, as well as international, and local government has to be advised and kept up to date on

developments. The economic benefit to the region has to be stressed - and that point is driven home hard, especially with those who have the care of our provincial roads. Being honest, nobody is going to risk serious vehicle damage to get to even the most exciting route attraction. And that brings me to our other “must read” on insurance. We are all well aware that insurance is a “grudge purchase”, but it’s like a parachute – if you haven’t got the right insurance when disaster strikes, then the subsequent fall can wipe you out! There are companies that provide specialist insurance for the many unusual risks that tourism companies face. So don’t just go for the cheapest – get the best! Otherwise you are driving your company with cardboard brake pads! We have a really exciting competition this month with a wonderful prize, so please enter! We’ve designed a new online entry form to make it even easier for you to enter - it takes only a moment. The editorial objective of the Tattler has always been about knowledge and information sharing to raise the bar in quality tourism – if you’re an expert in your field, why not share your expertise by becoming an editorial contributor – and raise your own profile at the same time. So take a breather, pour yourself a long cold one, read the Tattler, and start 2013 well-informed and ready for whatever the year may bring. Marjorie

Cover Story Our front cover for this edition features a stunning picture of Isandlwana, one of the highlights of any tour of the Battlefields Route in KwaZulu-Natal. This strange shaped rock, that dominates the landscape around it, gave its name to the desperate battle that was fought there between red-coated troops of the British Army, and the Impis of King Shaka of the Zulus.

battlefields such as Spionkop and Colenso associated with the siege of Ladysmith during the Anglo Boer War. These wars rocked Queen Victoria’s empire, and are known and studied around the globe. In later years, the emerging South Africa was threatened by the Langalibalele and Bambatha rebellions, which also took place in the area.

Like many famous battlefields it is a haunted place – visitors speak of the strange feeling they have as they “walk the ground” among the white cairns and memorials. Usually a visit to Isandlwana is paired with a visit to Rorke’s Drift, where a tiny number of sick and wounded soldiers and non-combatants courageously and desperately repelled attacks by Zulu impis who had not “blooded their spears” at the main battle, and sought to gain glory by taking the small buildings. The Route has the largest number of battlefields of any location in the Southern hemisphere. Also on the Battlefields Route are Blood River, and other sites of the Zulu wars; Amajuba and the sites associated with the Transvaal War of Independence, and

So this now peaceful countryside has an amazingly rich history. Towns such as Ladysmith and Dundee have excellent museums where tourists can explore the stories further. The Battlefields Route is fortunate to be able to field a large number of very well qualified guides, and no tour is complete without input from one of them. For more information and to contact and book a guide, check with local tourism offices in Dundee, Estcourt, Greytown, Ladysmith, Vryheid, Utrecht and Winterton. Or check out http:// www.battlefieldsregionguides.co.za/ before you go. Read more on the KZN Tourism Routes on pages 09 to14.

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LETTERS TO THE EDITOR

to direct enquiries to SATSA, and promising their ex-clients that “SATSA will pay compensation”. This a total misrepresentation of the SATSA Bonding Scheme, which only kicks in when a company is put into liquidation by an outside party. It would be totally impossible to obtain insurance against a company voluntarily putting itself out of business, for reasons which are obvious. This is why we urge the travel trade to be very cautious about companies they enter into commercial business with. However, it is also not possible to insure against deliberate misrepresentation, and that is one of the reasons we ask every SATSA company to complete an annual review.

Dear Editor

As well as the admin side of things, SATSA is also very involved in lobbying on behalf of our industry, not just our members, with government at all levels; with insurance companies, with banks and other financial institutions.

Readers may be aware that SATSA publishes a list of its members who, for one reason or another, have left the association in the past year. As membership of SATSA vests in a company and not in the person, any change to the ownership of that company, for example, will mean that the company has to resign from SATSA, and the new owners then have to re-apply for membership. This is usually only a formality, but in some cases, the whole structure of the company changes, it becomes, for example, part of another company, and so becomes ineligible for membership under its original name.

We can look forward with hope and anticipation to 2013. Times are still tough, but there are signs that things are very slowly improving. South Africa is still a “dream” destination for many people around the world, and our job is to make it easier for those people to turn a dream into reality, whatever it takes. We have great products, great service and great people in our industry, so we need to work on perceptions.

In other cases, SATSA will terminate or suspend a membership. This could be because of unpaid fees, failure to submit the credibility documents required, or if a company for any reason ceases to trade. The company has, in such cases, breached SATSA’s rules of membership.

I salute you all for not only surviving a tough year, but for also building a great foundation for the future. I wish you all a successful New Year.

SATSA’s membership continues to grow year on year as more companies see the advantages of SATSA membership. The SATSA logo is respected by travel companies around the world, and is invaluable when tendering for new contracts in a time when there is much anxiety about whether booking with a company in South Africa is perceived to be “safe”.

Michael Tatalias, CEO: Southern Africa Tourism Services Association (SATSA)

Congratulations, Michael. Your letter has been chosen as the winning letter for the January edition. A copy of National Geographic’s ‘Eye of the Leopard’ DVD will be delivered to you with the compliments of Livingstones Supply Co – suppliers of the finest products to the hospitality Industry.

So much so, that one of our big problems in 2012 had been companies who fraudulently display the SATSA logo on their marketing material and documents, when, in fact, they are not SATSA members at all. Some companies are just openly fraudulent, some trade on past membership (in some cases long past), and some labour under the (convenient) misconception that just by applying to join SATSA, they are automatically able to display the logo. Other companies who have gone into voluntary liquidation, or just ceased trading, have caused much upset by taking it upon themselves

Wi n

Ed. •

The winning letter published in the Tourism Tattler February 2013 edition will receive a copy of Dereck and Beverly Joubert’s ‘Rhino Rescue’ DVD with the compliments of Livingstones Supply Co – Suppliers of the Finest Products to the Hospitality Industry. Letters should be sent by 23 January 2013 to editor@tourismtattler.co.za This is the intimate story of hope in Africa and it surrounds the up and down tale of rhinos in Botswana. In the 1990s the Botswana Defense Force launched a massive military action to stop poaching and this marked the turning point in rhino conservation there, as they are gathered up as a national effort and secured, then brought back to the wild. It covers new behavior, adventures with lions, hyenas and elephants. It solves one of the great mysteries about rhinos and why they move away from where they are introduced and what they go in search of. The film is shot in places like Top Gun, with low angles and action sequences. At other times it is a personal story of a man who is determined to see rhinos running free in his country again and steeped in African mythology about how we, like the ancients have a connection to these animals. This heart-warming story is a personal journey and testament to the efforts For more information visit: of humans when we are at our best. www.livingstonessupplyco.co.za • A Film by Derek and Beverly Joubert • Running Time: 51 minutes

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JANUARY 2013

COMPETITION

READER COMPETITION With the compliments of:

n A set of 10 i W

wildlife fine art prints

Note: The prize does not include picture frames

To enter simply ensure that you are opted-in to the Tourism Tattler mailing list by subscribing at http://www.tourismtattler.co.za/subscribe and answer the following question by email: “ What can Johan Hoekstra depict with startling accuracy in his wildlife paintings?” Email your answer with Johan Hoekstra Competition in the Subject field to editor@tourismtattler.co.za by 23 January 2013. Remember to include your contact details (Name, company trading name, telephone numbers, city/town, province and country). The first correct entry drawn after the closing date will win the prize, with the compliments of wildlife artist, Johan Hoekstra and his agent African Array. The prize is valued at R3000 and consists of: • Nine Super A3 size prints and; • One A1 size print. Johan Hoekstra is noted for his fidelity to nature and his phenomenal sense of observation, through which he can express, with startling accuracy, the character and body language of any bird or animal. His paintings hang in corporate and private collections in Southern Africa, the Middle and Far East, Australia, the USA, the UK and Europe. His works have been auctioned in Christies’ prestigious wildlife art department and today he mostly paints commissions for discerning collectors.

If you are interested in purchasing a set of fine art prints, an original painting or arranging a customized original piece from the artist, please contact us via the details below. You can contact the artist directly if you are interested in viewing any of the original pieces or to discuss a commission. For more information visit: http://www.johanhoekstraprints.wordpress. com or contact Ross Hoddinott at African Array on 084 267 9215 or email ross@africanarray.co.za  Note: This competition closes on 23 January 2013. NB: Read the Terms and Conditions of this competition, which can be downloaded at: http://www.tourismtattler.co.za/hoekstra-TourismTattler-Competition_ TermsConditionss.pdf

WINNER OF THE INDABA HOTEL MOWANA SPA COMPETITION FROM THE DECEMBER 2012 EDITION CONGRATULATIONS to Dr. Falk Billion of Golf Course Valuations in Germany whose competition entry was the first correct entry to be drawn. Falk won an African Escape Spa & Stay Pamper Package for 4 people valued at R4,800.00 with the compliments of Indaba Hotel & Conference Centre and Mowana Spa. For more information visit: http://www.mowanaspa.co.za/ JANUARY 2013

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ACCOLADES

Gold Reef City keeps on winning! Gold Reef City is claiming bragging rights as it has once again won an award – this time for the “Best Place to take Out-of-Towners” in the 2012/13 Leisure Options Readers Choice Awards. This follows on previous accolades including Leisure Options “Best Kid’s PartyOutdoors Venue” (2010/11) and “Best Family Outing in Gauteng” in The Star Readers’ Choice Awards (2010/11).

V&A Waterfront awarded Green Credentials Cape Town’s iconic V&A Waterfront, one of South Africa’s most visited and recognised tourist destinations is the first of its kind in Africa to be independently audited and certified for its environmental compliance - the Heritage Environmental Management Company (Heritage) announced.

According to Mike Page, Gold Reef City General Manager, it should come as no surprise that his precinct has won such a prestigious award. Gold Reef City encompasses, The Gold Reef City Theme Park and mine museum, The Gold Reef City Casino – home to the Lyric and Globe Theatres, as well as the highly acclaimed Apartheid Museum. This indeed makes us one of THE best places to take visitors, after all it is considered to be one of Tsogo Sun’s premier entertainment destinations, and all the awards prove just that.

Celebrating their award are from left to right: Gold Reef City’s Malcolm Bone (Operations Manager), Thembi Makhaye (PR Manager) and Eugene Boniface (Marketing Manager).

For more information visit: http://www.goldreefcity.co.za

The V&A Waterfront, which attracts more than 23 million visitors annually, was awarded the Heritage Sliver classification after a recent bench-mark audit by Heritage. Management at the V&A Waterfront aims to achieve Heritage’s Gold status within the next year through increased awareness generation and the implementation of more sustainable practices across all its operations. For more information visit: http://www.waterfront.co.za

• Greater Tzaneen – Business Person of the Year Adri Kruger, owner of Tzaneen Country Lodge in the Limpopo province of South Africa was the recipient of the 2011 Greater Tzaneen – Business Person of the Year Award. She won the same award in 2009. Adri has a bevy of awards behind her name, including the 2007 Woman Entrepreneur Award and the 2008 Most Dynamic Woman Tzaneen. She is also a Board Member of the Limpopo Tourism Agency and the CEO of Limpopo Central Reservations and co-owner of Tarentaalrand Motors, Tarentaalrand Bottlestore, SA Home Properties and SA Home Development. For more information visit: http://www.tznlodge.co.za/

• Saxon Triumphant Again For the twelfth year in a row, The Saxon Boutique Hotel, Villas & Spa have trumped the competition to be voted the World’s Leading Boutique Hotel by the 2012 World Travel Awards (WTA). The glittering awards ceremony was held at The Oberoi Gurgaon, New Delhi, India where top names from the travel and tourism industry, along with international media, gathered to congratulate the cream of the crop in the industry. The decision is made on an annual basis by travel and tourism professionals worldwide and, according to Graham E. Cooke, President of WTA, the awards “recognise the commitment to excellence which the organisation has demonstrated in the last twelve months. The World Travel Awards’ winners gold shield will assure guests of The Saxon’s continuing endeavours to improve products and services.” Earlier this year the Saxon was also the proud recipient of the WTA award for best boutique hotel in Africa 2012. The Saxon prides itself on offering an unparalleled experience of discreet and luxurious South African hospitality. Having recently revamped their food and beverage offerings, the hotel now proudly boasts a fine dining establishment – Five Hundred, alongside the Saxon Restaurant. For more information visit: http://www.saxon.co.za

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ATTRACTIONS – KZN TOURISM ROUTES

including the rare and beautiful lammergeyer vultures, who soar on the thermal air currents. The Ezemvelo KZN wildlife parks are home to the Big Five – and many, many other wonderful animals besides. Check out the many tourism routes – any of which will give you a truly special experience, unique to this lovely province.

1000 Hills Route

Tourism Routes KwaZulu-Natal is an historic province with a rich heritage of culture, crafts and endemic fauna and flora. In this article we explore the province’s well-planned tourism routes and provide links for more information on each route, writes Marjorie Dean. Much of the history of South Africa has been written in blood, and no visit to the province is complete without a visit to at least one of the world-famous battlefields, which still carry memories of some of the best-known battles in history. Stories of heroism and bravery over the centuries abound. The province is also home to, among others, the proud Zulu people who cherish their unique and colourful heritage, so cultural visits are truly rewarding. The province also has many rock art sites where such ancient and fascinating artworks can be enjoyed. Many famous writers and artists have lived, and still live here, drawing inspiration from the surroundings. The province is also home to crafts and skills of all kinds, many of which provide lasting memories to take home. But not all routes are serious. While South Africa is best known for the Cape Wine routes, one of the most fun things to do in KZN is follow the Beer Route, where some great brews can be sampled, in the lovely countryside where they are created. KwaZulu-Natal has a great variety of scenery and landscape, including the magnificent golden beaches that line its shores, the towering Drakensberg Mountains, and the tranquil green farmlands of the Midlands. It’s great hiking and walking country, and with its well planned birding routes, many wonderful species can be seen,

The Valley of 1000 Hills is just a half an hour’s drive from the centre of Durban and follows the M13 between Durban and Shongweni. Marked routes include the Comrades Route, the Krantzkloof Route, the Assagay Alverstone Route, the Isithumba Route and the Shongweni Shuffle Route. For more information visit: http://www.1000hillstourism.com

Amajuba Route The Amajuba Route (doves, symbol of peace) takes is name from a story about the Zulu king, Shaka and one of his raiding parties who were returning from raids to the North West. They stopped to rest at the foot of Majuba Mountain, and noticing the vast number of doves, called it Kwamajuba, (The place of the Doves). The route covers the area that makes up the Amajuba District Municipality in the North-Western corner of KwaZulu-Natal, and incorporates the Dannhauser, Utrecht and Newcastle local municipalities. For more information visit: http://www.openafrica.org/route/Amajuba-Route

Battlefields Route Visiting the Battlefields should not be done in a haphazard manner. By browsing the Battlefields website, one can choose an era, war or campaign and then select the sites you want to visit. To assist in this

1000 Hills Route

Midlands Amble Route

Country and Coastal Touring cc

Harburg Retreat Centre

Your Gateway to KwaZulu-Natal

Daily and overnight tours throughout KwaZulu-Natal. Tailored tours to meet your budget. Guides: Charles 082 782 9651 Shelldon 074 995 6669 info@cctouring.co.za • www.cctouring.co.za

Ideal get-a-away for groups and individual retreats retreat@harburg.co.za • 072 690 5006 • www.harburgchurch.wordpress.com JANUARY 2013

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ATTRACTIONS – KZN TOURISM ROUTES

respect the site divides the route into the various eras and wars. The route covers historical sites in the towns of Dundee, Eshowe, Greytown, Ladysmith, Newcastle, Vryheid, Utrecht, Ulundi and Winterton with links to other KwaZulu-Natal towns relevant to battlefield archaeology. And use a guide, it doubles the value of the experience! For more information visit: http://www.battlefieldsroute.co.za/

Beer Route The Beer Route provides a showcase for a number of breweries in the province and the beer they produce. These include The Congella – United National Breweries in Durban, South African Breweries in Prospecton, The Nottingham Road Brewery at Rawdons Hotel in the Midlands, the Wartburger Brauhaus in Wartburg, The Ijuba-United National Breweries in the Battlefields of Dundee, the Shongweni Brewery and the Zululand Brewing Company in Eshowe. For more information visit: http://www.zulu.org.za/index.php?beerroute

East3Route Barely two years old, the East3Route is an annual tourism and trade initiative, referred to by some as the History Route, as it spans over three countries, namely Swaziland, Mozambique and South Africa’s KwaZulu-Natal Province. In 1998, leaders of these three countries; Swaziland’s King Mswati III, South Africa’s Nelson Mandela and Mozambique’s Joachim Chissano coined an idea that would ensure integration between these three countries, giving birth to the Lubombo Spatial Development Initiative. It was within the precincts of this initiative that the East3Route was established, a journey that would in the long-term attract tourism and investment opportunities along the corridor. The essence of the East3Route partnership between the three countries is about sharing marketing resources for tourists to explore the diverse tourism attractions. For more information visit: http://east3route.com/

Freedom Route / Inanda Heritage Route The Freedom Route provides the tourist with an insight into the Freedom Struggles of the Past, the Present and the Future.

Boston-Bulwer Route The Boston-Bulwer Beat is a community tourism association, which covers the areas surrounding these two South African villages on the R671, as well as the Upper Dargle area, located between the Midlands and the Southern Drakensberg. Birding in this area includes the endangered Blue Swallow and the Cape parrot. Actibities include fishing, walking, hiking, rafting, mountain biking, paragliding and hang-gliding. Just over an hour’s drive from Durban, the Boston Bulwer Beat is the ideal weekend getaway.

The freedom nodes around Durban include the KwaMuhle Museum, Cato Manor and other townships around Durban, the Inanda Heritage Route, which includes Mahatma Gandhi’s Phoenix Settlement and Dr John Dube’s Ohlange Institute, and the Luthuli Museum in Groutville. The freedom nodes around Pietermaritzburg include the Pietermaritzburg Train Station, The Old Prison, Edendala and Mbali routes, the Gandhi Statue, the Alan Paton Centre, Sobantu Township, Manaye Hall and the Nelson Mandela Capture site near Howick.

For more information visit: http://www.thebostonbulwerbeat.co.za/

For more information visit: http://www.zulu.org.za/index.php?freedom

Midlands Meander Route

Enjoy our breathtaking venue where wildlife roam and peace abounds under the new managment of Fiona Koch and her team. Just 7km from Howick. This haven of tranquility offers flexibility for the holidaymaker or businessman alike. Beautiful vistas over our trout stocked dams.

Restaurant • Accommodation • Flyfishing • Functions • Conferences R103 Lions River www.stives.co.za Tel: 033 234 4490 10

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www.zulu.org.za

tkzn@iafrica.com

www.zulu.org.za JANUARY 2013

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ATTRACTIONS – KZN TOURISM ROUTES

King Shaka Heritage Route

Maloti Drakensberg Route

The King Shaka Heritage Route is a community-based cultural tourism initiative aimed at generating and developing economic activity inland from the renowned beach resorts. The route includes a self-drive tourism experience that meanders through the local municipalities of KwaDukuza, eNdondakusuka, Ndwedwe and Maphumulo, providing a fascinating cultural experience. Before taking the route, check at the Sangweni Tourism Centre in Ballito on the route’s rehabilitation status and the best access routes. This Centre will also advise of other cultural heritage attractions in the region. For more information visit: http://www.enterpriseilembe.co.za/Destination_ North_Coast/Out_About/Historic_sites/Pages/default.aspx

KZN Literary Routes KZN Literary Tourism has developed six areabased trails – the North Coast Writers Trail, South Coast Writers Trail, Midlands Writers Trail, INK [Inanda, Ntuzuma, Kwa Mashu] Writers Trail, Cato Manor Writers Trail and the Grey Street Writers Trail - as well as two stand-alone trails on Rider Haggard and Alan Paton’s Pietermaritzburg.

The Maloti Drakensberg Route spans the borders between South Africa and the mountain kingdom of Lesotho. The Route covers substantial areas of Lesotho, Eastern Cape, Eastern Free State and Ukhahlamba Drakensberg. Focusing on the majestic mountains and the interesting people who inhabit them, the this Route provides travellers with an opportunity to experience a diversity of cultures including Basotho, English, Xhosa and Afrikaans. For more information visit: http://www.malotidrakensbergroute.com/

Midlands Amble Route The Midlands Amble Route follows Route 33 in the North East Midlands. The traditional heart of the Amble is the Albert Falls Dam but the ambit of The Amble stretches from Pietermaritzburg south to historic Baynesfield House and Museum; south east to the Lion Park and the African Bird of Prey Sanctuary near Ashburton; east to tranquil Harburg; north east to busy KwaSizabantu Mission; and north to adventurous Zingela Safari and River Company near Weenen. For more information visit: http://www.theamble.com/

Midlands Meander Route

All sites are seen through writers’ eyes or are linked to local writers in some way.

The Midlands Meander Route is a collection of arranged routes extending over a distance of 80 kilometres between the city of Pietermaritzburg in the East and the majestic uKhahlamba Drakensberg mountain range (a World Heritage Site) in the West, in the uMgungundlovu district, one of eight regions of the ‘Zulu Kingdom’. An easy one-hour drive from Durban and on the N3 highway from Johannesburg, there is much to explore and do in the Midlands.

For more information visit: http://www.literarytourism.co.za/

The Midlands Meander has grown into a vibrant network consisting

Community guides have been trained for the Cato Manor, Inanda and North Coast trails. Most popular for tourists are the Grey Street trail in central Durban which takes in the Madressa Arcade and Markets, as well as the INK trail which visits sites related to the Gandhi family printing press, John Dube’s house at Ohlange and Inanda Seminary, the oldest private school for black girls in South Africa.

Route 22 / St Lucia Route

Midlands Meander Route

Lords of the Manor

AMAZULU LODGE IN THEYOF ST LUCIA

Boutique Hotel • Weddings • Conferences • Restaurant Tel: 035 590 1026 • info@amazululodge.com www.amazululodge.com

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The perfect blend of modern comfort and classic elegance together with Olde World charm and luxury. +27 33 263 2733 • +27 71 508 6070 • info@lordsofthemanor.co.za JANUARY 2013

ATTRACTIONS – TOURISM ROUTES

www.midlandsmeander.co.za

The highpoint of the Midlands Leisure • Conference • Weddings

bookings@kleinberg.co.za (033) 266 6170 (082) 854 3076 www.kleinberg.co.za

Escape to Fordoun and treat your Body, Mind and Spirit

Tel: +27 (0) 33 234 9042 Cell: +27 (0) 721512198 e-mail: everglades.res@sai.co.za

Clay pigeon shooting, horse riding, wine tasting, self-catering cottage

Adventure, relaxation or both!

Situated on the banks of the Lion’s River 13 km from Nottingham Road. We offer dinner, B&B accommodation in our six luxury thatched cottages. Peace and tranquility are the order of the day.

TILLIETUDLEM EXCLUSIVE GAME, FLYFISHING AND ECO-LODGE

Contact Dean and Belinda 033 007 0549 / 082 927 7623

Tel: +27 (0) 33 234 9045/6 e-mail: tillietudlem@mweb.co.za

Silver Hill Lodge

Surrounded by mountains. 7 Luxury en suite rooms, 2 self catering units, bar lounge, dining room and sun lounge all with spectacular views. Activities include hiking, trout fishing, boating and jungle gym for the children, pool, trampoline and volley ball.

Tel: +27 (0)33 267 7430 Email: silverhill@icon.co.za

Accommodation on the banks of Mooi River - Rosetta

Tel: +27 (0) 33 266 6217 Fax: +27 (0) 86 603 8778 Tel: +27(0)83 459 9040 Email: lorraine@stuartbromfield.co.za www.jolofarm.com JANUARY 2013

info@fordoun.com www.fordoun.com

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

ATTRACTIONS – KZN TOURISM ROUTES

of 210 members, who make a substantial contribution to the local economy in terms of expenditure and employment, as well as undertaking social responsibility activities (tourism and environmental education in 19 rural schools, and studies of the Karkloof Blue Butterfly.) Route products and GPS coordinates can be found in the MMA Guide at http://midlandsmeander.co.za/mma2011new/ For more information visit: http://www.midlandsmeander.co.za/

Route 22

Southern KwaZulu-Natal Birding Route The Southern KwaZulu-Natal Birding Route stretches from the beaches and forests of KwaZuluNatal’s North and South Coastlines through the Lowveld and up to the Drakensberg Mountains. The variety of habitat provides a bird list in excess of 550 species including many rare and endemic species. For more information visit: http://birdingroutes.co.za/southern_kzn/

Route 22 is in the district of uMkhanyakude (northern KwaZulu-Natal) links with Mozambique and Swaziland on the N-E and N-W respectively. You can be in three countries (South Africa, Swaziland and Mozambique) in one trip. Seven days on Route 22 offers: The Big 5 in the Hluhluwe-Imfolozi Park and other private game reserves in the district; the “Small 5” and “ugly 5”; water adventure activities along the shores of South Africa’s first World Heritage Site, iSimangaliso; a world-renowned diving site in Sodwana; over 500 bird species in Ndumu Game Reserve and surrounds; unique beadware and a wide range of authentic craft and last but not least, homemade pineapple juice and dried pineapples for which the district’s agricultural industry is renown.

Southern Explorer Route The Southern Explorer Route is a map-based route guide of KwaZulu-Natal’s South Coast. With over R3 million worth of National and Provincial road signage displayed the Southern Explorer is well branded. Specialised Maps of each tour have been designed by the Southern Explorer Association to direct tourists directly to their destination. For more information visit: http://southernexplorer.co.za/

Zululand Birding Route

For more information visit: http://www.umda.org.za/index.php/tourism/ route-22.htm

The Zululand Birding Route has 605 bird species and a wonderful range of destinations where they occur. The routes include the Elephant Coast Route, the North-West Route and the Southern Route.

Route 66 Zululand Heritage Route This route runs through Zululand from the N2 Gingindlovu off ramp up to Pongola. It covers two district municipalities; Zululand and Uthungulu with towns like Eshowe, Melmoth, Ulundi Nongoma and Pongola. For more information visit: http://www.zululandroute66.co.za

The Zululand Birding Route is helping create a new career path for South Africans, though training as bird guides. Individuals are selected from communities neighbouring birding spots for training. Ongoing follow up assistance sharpens and assesses their skills and ensures they are accredited as bird guides. For more information visit: http://www.zululandbirdingroute.co.za/

Midlands Amble Route

Route 22 / St Lucia Route

FOR THE BEST ITALIAN FOOD IN ST LUCIA

Say “I do” in style or escape to peace in the country Cell: 076 849 1086 info@sakabulacountrylodge.co.za 14

Route 22 / St Lucia Route

Tel: 035 590 1098 • wetlands@iafrica.com www.stluciawetlands.com

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

JANUARY 2013

Tel: 035 590 1150 • 083 457 8913 www.amazululodge.com/affiliates/alfredoqs-restaurant.html

ATTRACTIONS – TOURISM ROUTES

The underpinnings for successful Route Tourism Development in South Africa The following article is an edited extract from a Master of Tourism degree dissertation by Marlien Lourens. The full dissertation document, as submitted to the University of the Witwatersrand, School of Geography, Archaeology and Environmental Studies may be downloaded here, with acknowledgement – Ed. Some observers describe the notion of ‘route development’ as the world’s best hope to secure sustainability in travel and tourism. The concept of tourism routes refers to an “initiative to bring together a variety of activities and attractions under a unified theme and thus stimulate entrepreneurial opportunity through the development of ancillary products and services”. Route tourism is thus a marketdriven approach for tourism destination development. In several parts of the world, the concept of rural trails or heritage routes has been used, particularly in the context of promoting rural tourism. Routes seem to be a particularly good opportunity for the development of less mature areas with high cultural resources that appeal to special interest tourists, who often, not only stay longer, but also spend more to pursue their particular interest. Routes appeal to a great variety of users such as overnight visitors that visit the route as part of a special interest holiday, or day visitors that frequent the route (or part of it) on excursions. The essential concept of route tourism is simple, namely that of the linking together a series of tourism attractions in order to promote local tourism by encouraging visitors to travel from one location to another.

In common with the international experience, in South Africa it can be argued that there are considerable research gaps regarding the changing nature of the market for routes tourism, the needs and motivations of visitor markets, awareness of tourism routes and whether visitors rate touring routes as attractions in their own right or as a means to reach an end destination. In addition, best practice on route tourism development and marketing experience from both overseas and South Africa is not being documented or shared between local stakeholders. Steps to successful route tourism development At the outset it must be recognised that most destinations involved in route tourism in South Africa are emerging destinations. It is evident that these destinations need guidelines to assist them through their development phases. The developmental phases of routes have been identified as establishment and positioning, growth and maturity, as graphically portrayed in Figure 5.1. The various phases of development as shown in Figure 5.1 are recognised by specific characteristics. Each phase and its characteristics are described below.

The development of tourism routes offers opportunities for the formation of local development partnerships. Some of the best and most successful examples of such ‘rural routes’ are the development of wine or food circuits, which have been widely researched in Europe, North America and Australasia. In South Africa, considerable activity also surrounds the development of ‘route tourism’, involving a linkage together of the tourism resources of a number of smaller centres and collectively marketing them as a single tourism destination region. For many South African small towns, route tourism is a vital component of local economic development. The development of wine routes as part of the strong and growing interest in special interest, wine tourism represents one of the most well-known examples. Tourism is an important economic sector in Africa within more than half of Sub-Saharan Africa countries. The possibilities of tourism are of growing interest to governments and donor organisations in respect of poverty alleviation. Indeed it is regarded significant that the South African Government’s Trade and Industry Chamber, through its Fund for Research into Industrial Development, Growth and Equity (FRIDGE) commissioned the development of a strategic plan for routes and community-based tourism in 2005 (ECI Africa, 2006). 16

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Figure 5.1: Process of Establishing and Positioning of a Route Tourism Destination When a new route destination is developed, it is usually unrecognised in the market place with only a small number of visitors to the area and limited tourism infrastructure. During this phase committed leadership is required to see the potential and develop a vision for the region. The establishment and conceptualisation phase of a route as shown in Figure 5.1 contains nine steps, which could take between one and five years to complete. Precision and inclusiveness

JANUARY 2013

TOURISM ROUTES â&#x20AC;&#x201C; ATTRACTIONS

Image courtecy of Mercedes-Benz Commercial Vehicles

are required during the establishment and conceptualisation phase to ensure the desired long-term effects. Firstly, the route must be conceptualised based on solid market research, which identifies key target markets and their requirements. Market research must be conducted on a continuous basis to ensure that the latest tourism trends are included into objectives and strategies for the area. When budgets are tight, it is necessary to align the destination to a local, regional or provincial tourism authority or link to a local university to provide students or volunteers to assist with market research. Secondly, an audit of tourism products within the designated area must be conducted. This audit may include the natural environment, man-made products and human assets. Assessments of existing product must be conducted to ensure that products are keeping up to date with the changing dynamics of the tourism industry. The association must clearly determine a minimum standard (equal or higher than the national grading system) for members and a system for regular re-assessment. Failing to set minimum standards, might jeopardise tourist experiences in the area and cause negative marketing which, in the long run, may result in unsuccessful destinations. Unique selling features The third step is to scrutinise the tourism assets and identify the unique selling features or experiences of the area and its products. Unique features are extremely important to distinguish and position the destination in the market place. Once the unique selling features have been identified, a macro level strategic plan must be conducted that combines the market requirements and the tourism assets of the region, providing a consolidated approach towards the future development of the area. It is important that the area consults its local, regional and provincial authorities regarding its strategy and future plans for the area. This will ensure that the envisaged route coincides with the macro planning for the region and potentially could link with broader planning or funding initiatives.

advice must be sought on the best structure suitable for any potential management organisation. Once the organisation is formed, specific portfolios for committee members must be developed according to the identified strategic objectives and to ensure nominated members have the willingness and experience to perform within these portfolios. Mentorship It is advisable to incorporate mentorship within the committee and sub-committees or task teams for sustainability of skills. Care must be taken not to incorporate products that are not complementary to tourism or the envisioned branding and values of the area for revenue gain. The association should avoid putting dominant members who act for personal or political gain into management positions. It is also important to be inclusive of all stakeholders within the region to ensure that the benefits are shared by all members of the community. Further, destination managers should encourage product diversification in the area by putting systems in place to incentivise the correct product mix for the area. For example, it is not healthy for an area to have only accommodation establishments. Accordingly, an association in an area with many accommodation establishments should have high joining fees for products falling within this category. Research conducted as part of this study shows the importance of unique attractions in a destination and how these products could be used as draw-cards to induce the use of support services. As shown in the analysis of the Midlands Meander graph below, special events can also be used to produce the same effect.

The next step will be to determine the potential size of the possible membership base. Tourism products with the ability to complement the unique features and main themes of the route must be lobbied to join the organisation from the early stages. If a legal structure is not yet in place, legal

Breakdown of tourism products in the Midlans Meander (2006)

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ATTRACTIONS â&#x20AC;&#x201C; TOURISM ROUTES

After the membership plan is finalised, the association must determine and plan a clear brand identity for the region. The importance of marketing the destination according to its identity, determined by its unique features must be stressed. Marketing in the form of public relations is more affordable and sometimes more effective than hard core marketing, especially in the case of emerging destinations. The misrepresentation of the destination in marketing material can be fatal to the reputation of a destination, it is crucial not to overstate and under-deliver. When marketing a destination it is important to know which market is targeted and what its key requirements are. As shown in the case studies, it is likely that the largest proportion of the market for a route will be locals from within a region. It is thus essential that proper signage of a route, according to the chosen branding, should be one of the first marketing actions to perform. The signage and branding of the region is important for the development of public awareness and acknowledgement. The next step must be to determine a clear strategy to direct the work plan and day to day operations of the organisation. This requires an operations plan that ensures good communication between the association and its members as well as the roles and responsibilities of committee members and staff. In this way the association avoids the danger of fragmentation between committee members and other members. Finances The planning of finances is crucial for the overall survival of an association. Initially it is important to allocate resources according to strategic importance. The association and its members must constantly remind themselves to think on a long-term basis especially as most projects start small and can take 20 to 30 years to mature and deliver substantial economic benefits. The association must therefore be realistic about its setting goals for itself in the short term. Nonetheless, it is advisable to work towards the appointment of full-time staff for the achievement of faster results. Once the establishment and conceptualisation phase has been complete, the destinations enter a growth phase. This phase is characterised by increasing visitation levels that attract local

investment in tourism and public investment in infrastructure. The destination and market share come into being with the efforts of advertising and marketing. As demonstrated in the local and international case studies, the management focus should be to implement a good product development strategy which could lead to growth in visitor demand. The growth phase is usually extended over a long period of time. It starts in year five of a destination and could last until year twenty from the inception of the route. Re-evaluation From year twenty onwards, destinations usually reach maturity. This phase is characterized by the fact that the main income of the local economy comes from tourism and the visitation levels continue to increase albeit at a decreasing rate. As was demonstrated by the analysis of the Midlands Meander this phase exemplifies extensive efforts in advertising and marketing to overcome the seasonality and to develop new markets. During maturity, the importance of tourism is appreciated fully by the local population. At this stage, a wide range of markets are attracted and the growth rate is slowing down. Management efforts during maturity should be focused on the maintenance of markets and quality of visitor experiences; especially during peak season when capacity limits are reached. When maturity is reached it may happen that markets start perceiving the route destination as â&#x20AC;&#x153;unfashionableâ&#x20AC;?. At this point, it might be necessary for destination managers to re-evaluate the position of the area and revisit the steps in the establishment phase to prevent the route from falling into stagnation. Although the focus of the planning guidelines is biased towards private sector-driven development, these guidelines can also be used by public sector planners. The private sector driven approach has proven to be more practical and successful in the southern African environment. Ultimately the institutional structure for a successful destination demands an effective partnership between the public and private sector organisations responsible for tourism within a particular destination. Certain functions, such as macro planning, are better suited to the public sector. Design and implementation of funded programmes to complement macro planning initiatives is a function that should reside within the public sector and is extremely important for the success of destination development initiatives.

Seven steps for successful tourism routes Step 1: The route must be grounded in solid market research that identifies key target markets and their needs - this must be done on an ongoing basis to be responsive to trends and shifts in markets. Step 2: An audit should be done on the tourism products in the area including all natural and cultural assets. It may be valuable to determine criteria to be included as part of the route to ensure consistency of quality in the travel experience. Step 3: Scrutinize the assets to determine the unique selling features of the area and then develop a macro level strategic plan to consolidate tourism planning for the area. Step 4: Determine the size of the membership base for suppliers on the route - the buy in of these members is critical to the success of the route for they are the ultimate delivery agents of the experience. It is important to ensure the product mix is diverse and does not over represent any of the sectors (i.e. accommodations) as visitors will expect that all aspects of their experience will be available. Step 5: Members should establish a clear brand identity for the route and then market this according to the targets identified. Step 6: Members should decide upon what sort of governance and operational structure they need to ensure that the route is maintained. Step 7: Members should think long term about the finances required to make the route a success in the minds of visitors. The author suggests that many routes start small and can take 20-30 years to mature and deliver substantial economic benefits and therefore realistic goals should be set about return on investment. 18

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

JANUARY 2013

BUSINESS

Western Cape Birding Route upgrade project seeks R1.4m This investment sought by the West Coast District Municipality will be used to upgrade existing infrastructure and promote the West Coast District as a birding destination, writes Richard Cole King.

Elegant Tern (sterna elegance) © Wikipedia Commons

The West Coast plays home to a diverse range of sought after endemic bird species, such as the Cape sugarbird, Orangebreasted sunbird, Victorin’s warbler, Protea seedeater and many more. The Cape also has several under-utilised and ecologically varied birding destinations such as the Langebaan lagoon. The upgrade of facilities such as this and increased marketing will nodoubt enhance the birding experience and spike interest in others. This project is estimated to require about R1.4-million worth of investment. The average birder is well-educated, wealthy and committed. They often visit areas outside peak seasons and often visit deep rural areas, that is, they often spend money where others do not. Money spent on birding

1. The following hotspots will be upgraded: • Langebaan Lagoon • Bergrivier mouth • Rocher Pan and Verlorenvlei • Penguin Island and Jakkalsvlei in Lamberts Bay • Olifants River mouth

Respond to this opportunity here (http://www.frontiermarketnetwork. com/article/928-investors-sought-for-birding-route-upgrade) About the West Coast District Municipality

Birding and eco-tourism activities earn millions of rands annually. • In 2006, an Elegant Tern (sterna elegance) appeared in the peninsula drawing 250 people, who spent more than R100 000 to see this single vagrant bird over a 14 day period. • R1 million+ spent on Pelagic birding trips out of the Cape Peninsula. • South Africans spend more than R150-million a year on birding in SA. • Boulders’ penguins add more than R15-million a year to the local economy. • Birding in the US is a more than US$31-billion per annum industry. • On a global level, birders are the largest group of eco-tourists. Scope of the Birding Route project

• Matzikama Ecopark • Cederberg and Kransvlei River • Nama Karoo (Vanrhynsdorp) • Citrusdal and Middelvlei pass • Blue Cranes in Porterville 2. Develop sites by building hides and walkways 3. Train community on birds (Flight for Birders Course) 4. Establish site support groups and birding clubs 5. Train bird guides 6. Develop marketing material

Located north of the City of Cape Town and nestled between the Atlantic Ocean and the majestic Cederberg mountain ranges, the West Coast District Municipality comprises five local municipalities: Swartland, Bergrivier, Matzikama, Cederberg and Saldanha Bay. Historically an agricultural and fishing region, the West Coast District boasts one of the safest deep-water ports in the southern hemisphere at Saldanha Bay. Its vast, wind-swept, sun-drenched landscapes contribute to the unique character of its population of 341 544 living in towns and villages either along its rugged coast or off the N7, the main road link between the Cape and Namibia. The West Coast outperformed the Western Cape in terms of growth in production over the short- and long- term, while maintaining a lower than average unemployment rate. The key growth sectors throughout the district include: agriculture, fishing, manufacturing, tourism and mining.

About the author: Richard Cole King is the Investment Promotion Coordinator at Frontier Market Network. The Frontier group of companies includes Global Africa Network – an international media company that owns and publishes a broad range of print and electronic publications (http://www.gan.co.za/) and Frontier Market Network (East Africa) Ltd. JANUARY 2013

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JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

CONSERVATION

Will a highway destroy

Tanzania’s Serengeti? Award winning journalist, Don George spoke with Dave Blanton, Executive Director and co-founder of Serengeti Watch, about the current status of the proposed highway and what will happen to the Serengeti and Tanzania’s tourism industry if the plan proceeds. Background

highway-news/economic-impact-statement/#axzz2EqQtZTpr

In 2010, the government of Tanzania announced a plan to construct a paved commercial highway across the Serengeti, bisecting the route of the famed Serengeti migration.

Why would the government of Tanzania risk destroying one of the planet’s greatest ecotourism resources for the sake of a road?

Scientists and conservationists warned that, if constructed, the highway would cause the migration to collapse and forever alter the Serengeti-Mara ecosystem. Worldwide condemnation of the plan was swift and immediate. Leading the charge was Serengeti Watch, which sprang up in the wake of the announcement to help rally opposition to the plan through Facebook and other social media platforms. With over 7,000 members and nearly 50,000 Facebook followers, Serengeti Watch continues to mobilize opposition to the highway and other projects that threaten East Africa’s famed natural treasures.

This is the great question we asked when hearing news of the highway. It has since become apparent that Tanzania’s longstanding ethic and practice of conservation is rapidly fading. There are also threats to the Selous Reserve, home of one of Africa’s great remaining elephant populations. Over ten thousand are being poached each year. Lake Natron, breeding ground for most of Africa’s Lesser Flamingos, is being targeted for soda ash mining. Other areas are under threat as well. There are strong geopolitical and population pressures operating, and there are some politicians bent on exploiting the country’s natural resources at any cost.

What is the current consensus on whether or not the highway will be built? The government of Tanzania says that it has no current plans to build a commercial highway across the Serengeti. It does say, however, that paved roads will be built on either side up to the margins of the park. This, of course, leaves the way open for connecting the two sections with a road through the park in the future. Unfortunately, there are political and commercial pressures to do just this. Local politicians and international interests all have a future stake in this. So is the battle over? No, not by a long shot. What do you believe will happen to the Serengeti if the highway is constructed and why?

Some people will ask: Does the outside world have the right to tell Tanzanians that they can’t develop? As some have claimed, is this really a case of ‘people against animals’? It is clearly not a case of animals vs. people, and it is not true that it’s the outside world telling Tanzanians what to do. As we have discovered, there is strong opposition to a Serengeti highway and other destructive development within Tanzania as well. The nephew of the country’s first president, Kevin Nyerere, has spoken out regularly on our Stop the Serengeti Highway Facebook page, saying, “What is more important then keeping this sanctuary for future generations? My uncle did not fight for the rights of wildlife for nothing.” One of the big problems has been that local people fear to speak out.

Serengeti Watch conducted a survey among 302 scientists from 32 countries that was conclusive – a commercial highway would be the end of the great migration as we know it. The ecosystem would become fragmented in a critical, narrow path of the migration. Added to this would be the development of trade centres, towns, and large-scale agriculture that inevitably follow roads. Projections by the government’s own impact study were for 800 vehicles a day by 2015! Fencing would be needed along the route. Further impact would result from introduced species of plants and organized poaching. A scientific study is actually not required to determine that such a highway would be a disaster.

What is most significant, though, is the fact that East Africans themselves, without outside prompting, have brought a court case against highway construction. A Kenyan NGO filed a suit in the East African Court of Justice, saying that any threat to the Serengeti National Park would also affect Kenya’s Masai Mara. It is expected that the court will uphold this landmark case.

What do you believe will be the effects on the tourism industry and the people of Tanzania if the highway is constructed?

There is clear evidence that a southern route around the Serengeti would benefit more local people and avoid impacts on the park. It was for this reason that the German government offered support for studies and the World Bank suggested that it would be interested, provided that the Tanzanian government would ask. Yet there has been no interest shown by the Tanzanian government so far. Nothing

In order to convince authorities that such a highway is not in the best interests of the country and its people, Serengeti Watch did a petition and survey of international tour companies. There was wide agreement that Tanzania’s tourism industry would suffer serious decline. This 22

would mean a loss of tens of thousands of jobs and millions of dollars. Over 70% of respondents said that should construction start, they believe there would be a widespread call for a tourism boycott. You can read the full study at: http://www.savetheserengeti.org/news/

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

News reports state that the government of Germany and the World Bank have offered to help fund an alternate route to the south of the Serengeti that would serve the same purpose as the Serengeti highway and serve more communities. What is the status of this offer? Has it been rejected? And if so, why?

JANUARY 2013

CONSERVATION

Images © Boyd Norton - http://www.facebook.com/boyd.norton

has appeared in the press, even concerning new funding offered by the German government for construction of local roads for communities around the Serengeti. It is not clear why the government has not acted on these offers. But a southern route is crucial. What does the fact that the highway plan was ever put on the table say about the current state of affairs in East Africa in terms of development and conservation? East Africa is at the centre of a geopolitical scramble for resources, eagerly sought by China and Western countries alike. Oil has been discovered in Uganda and now in Kenya. Geologists predict that Tanzania will yield even more reserves. Rare earth minerals from central Africa, plus gold, natural gas and uranium in Tanzania, have increased the stakes exponentially. There are plans for new railway and road construction everywhere. The World Heritage Site of Lamu is scheduled for massive port construction to receive oil from southern Sudan. China is building a new railway in Kenya and has interest in developing Tanzania infrastructure as well. The game has changed, and we will have to struggle mightily to keep the great game parks and reserves of East Africa alive. Where can people learn more about the highway and what can they do to help support your cause? And what, if anything, can the tourism industry do to help? There is new information posted daily on the Facebook page, Stop

the Serengeti Highway. And there are frequent posts on the Facebook page, Friends of Serengeti. Individuals are encouraged to sign up for Serengeti Watch alerts and news, and to donate. Thankfully, we have received hundreds of individual donations that have kept our movement going. Serengeti Watch is moving into our next phase, which is to help rebuild the ethic of conservation in Tanzania, especially through education and media projects. We’ve already launched our education pilot programme for communities around the Serengeti. Tour companies have a critical role to play. Tourism can keep the Serengeti alive and well, as long as it gives back and stays proactive. Travellers themselves need to be informed and encouraged to give support. It’s for this reason that we started Friends of Serengeti, a membership organization for the travel industry. The Serengeti ecosystem is the icon of our world’s great protected areas, and we need to build a strong presence to keep it alive. Individuals can support the court case by making a donation to Serengeti Watch here: https://secure.acceptiva.com/?cst=421bd0 Travel providers such as tour operators and accommodations can support the court case by becoming a member of Friends of Serengeti, which is the industry arm of Serengeti Watch here: http:// friendsofserengeti.org/application/

Serengeti Highway

case set for January 23rd The East African Court of Justice (EACJ) in Arusha announced on Friday 29 November 2012 that the trial date for the case environmental groups have brought against the Tanzanian government over the controversial routing of a planned highway across the Serengeti, writes Professor Wolfgang Thome. The case will commence on January 23rd but the Arusha based source was unable to fill in any further details as to the expected timeframe the hearing might take. The Tanzanian government has fought tooth and nail to keep this case out of the EACJ, which in the region is largely considered as incorruptible – unlike some national jurisdictions – making a range of arguments which were all dismissed by an appellate review, which reiterated that the EACJ is exactly the place where conservationists and environmentalists should take their cases, if they do not get a fair hearing in national courts.

The Africa Network for Animal Welfare is acting as main plaintiff on behalf of a number of other organizations and individuals vehemently opposed to the highway plans, and the lukewarm attitude of the Tanzanian government and often misleading statements have done little to dispel rumours of imminent attempts to create facts on the ground. More alarming have been added reports over a planned new railway link between Tanga, where a new harbour is due to be constructed right inside the Coelacanth marine national park, and the town of Musoma on Lake Victoria, where a new railhead and lake port are due to be established to create an alternative link to the Indian Ocean for Uganda. Professor Thome is considered an expert in travel, tourism and other issues in East Africa, and was the one who first broke the story of the highway to the world over two years ago. http://wolfganghthome.wordpress.com/

JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

EVENTS

Of MICE and CATS

for a better bottom-line The difference between the term MICE (Meetings, Incentives, Conferences, Exhibitions) and Business Tourism is the focus, writes Helen Brewer. MICE are focused on the requirements of the end-user. The end-users are the decision-makers (buyers) for holding a MICE gathering and approving the allocated budget items. While Business Tourism (sellers of supplies & services) focus on the essential venue, staging, AV, travel, tours, transport, caterer, decor and the like) that are contracted to the MICE. Same as any market - there is no business tourism (sellers) if there are not MICE (buyers) in the first place. Knowing the different types of MICE buyers - and what makes them tick - can make for a better bottom-line. MICE venues - with/without accommodation - should not only know the types of buyers and the various levels of decision-making – ‘product’ knowledge in relation to the types of buyers is equally essential. The MICE Academy are holding sessions to focus tour and travel operators, venues, DMCs with a greater understanding of the

differing types of MICE buyers and what they are and what they are not. Two topics will be covered: (1) MICE Buyer Profiling • Types of MICE Buyers & their Difference Everyone’s an organiser/planner • Types of MICE Groups (Attendees / Participants / Committee) Meeting the needs of the right group • Financial Considerations in Proposals Charge structures & added values (2) MICE Venue Marketing • Know Your ‘Product’ – inside & outside • Different Strokes for Different Folks • Marketing in Comparison to Sales MICE business is big business. Most countries do not have accurate data as to the true MICE market share and South Africa is no exception. Yet one question alone to a corporate* procurement manager’s travel/accommodation spend reveals a sobering answer of around 70% on annual budget has a MICE component. * = 60% of MICE Buyer market are in the corporate sector (3) & CATS? Information sharing undertakings – whether course, conference or session - should have the mechanism in which participants can ensure the recording within the CATS (Credit Accumulative Transfer System) is undertaken at the session. CPD (Continuing Professional Development) is important for all experienced industry individuals and wherever the red CPD logo is shown, certificates will be available in accordance with current RPL (Recognition of Prior Learning) legislation being concluded. Three (3) CPD points are available as indicated within the CPD logo block for these sessions which can be repeated in-house / public on demand. Dates:

Wednesday 16 January & 13 February 2013

Times:

09h00 to 12h30

Venue:

SATSA Committee Room - Randburg

Fee:

R325.00 per participant (10% discount 3 or more – same company)

Includes:

‘Eats’ & Refreshments X 2. Docs / Parking on-site

Excludes: VAT Email:

info@miceacademy.co.za

Telephone: 011 3264000 or 082 820 5382 Registration: http//:www.tourismtattler.co.za/MICE-RegForm.pdf - Numbers per session are limited 24

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

JANUARY 2013

EVENTS

8 - 10 February 2013 The Carnaval International de Victoria that is held annually in Victoria, Seychelles will this year see the world’s best and most popular carnivals flying to Seychelles for the Indian Ocean Vanilla Island’s 2013 carnival. These world best carnivals will be parading side by side followed by cultural troupes from the Community of Nations. The island’s Minister responsible for Tourism & Culture, Mr Alain St.Ange, says that the Indian Ocean and Africa Region are rallying to offer to the world an event that will showcase their own respective cultures and their people. “No Government should be ashamed to showcase their people and culture. The carnival of carnivals is like a tourism trade fair, and remains the venue for Governments from far and wide, through their own Tourism of Culture Departments, to meet the large press fraternity and fly their flag as their respective rich culture is shown to the world. There can be no consolidation of tourism without culture and this message I am echoing from the heart of a tourism paradise, the Seychelles, where tourism remains the pillar of its economy” said Minister St.Ange. This popular carnival of carnivals is to be jointly co-hosted for its 2013 edition by the Vanilla Islands of Seychelles, La Reunion, Madagascar and by the Vic Falls & Safari tourism destination of Zimbabwe. The Indian Ocean Vanilla Islands are looking to seriously promote a ‘from the Big Five to the Best Five’ twin centre holiday concept where a mainland African safari is promoted in combination with a tropical beach holiday. This unique carnival of carnivals is cited as being an equator event, staged when Europe is in its winter months, to provide the world with a carnival break in a tropical environment. For more information visit: http://www.seychelles.travel/en/carnaval/ seychelles_carnival.php

How to participate The travel trade are welcome to participate by either entering their own carnival float or marketing tailor-made carnival package tours. Airline tickets: A wide selection of airlines fly to Seychelles and group rates are available on most. The Seychelles Tourism Board is willing to assist with making bookings through its many Tourist Board Offices across the world. Visa requirements: No visas are required for Seychelles. Presentation of a valid passport, return ticket, proof of accommodation and sufficient funds for the duration of the stay will secure a one-month visitor’s permit. Accommodation: Visitors and participants will have a selection of accommodation options to choose from during their stay ranging from large and small hotels, guesthouses and self-catering. The Seychelles Tourism Board can negotiate special carnival rates. Trucks & Trailers for carnival floats can be rented for participants’ individual floats. Details of your required transport a types and cost of rental can be supplied on request from the organising committee. Recruitment of casual labour of tradesmen: Arrangements can be made to source casual workers and tradesmen for assembling floats. Rates will be negotiated on behalf of the participants by the Organising Committee. The Organising Committee: This is the body responsible for organising the carnival and for providing for its various logistical requirements. Mrs Marymonde Matatiken, Manager Events and Convention at the Seychelles Tourism Board is the person responsible for the Seychelles Carnival. She may be contacted by email on marymonde.matatiken@seychelles.travel

JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

EVENTS

TAFI Convention 2013 24 to 27 February

Durban prepares to host Travel Agents from India With just over a month to go for the first Travel Agents Federation of India (TAFI) Convention on African soil, Tourism KwaZulu-Natal in partnership with the Southern Africa Tourism Services Association (SATSA) and African Link Tours & Travel are preparing to host delegates and the local travel trade at this prestigious event. The convention has been crafted to ensure that key players in the Indian Travel / Tourism industry have the opportunity to experience and learn more about South Africa as a tourism destination, and equally importantly, to facilitate linkages between Indian and South African business. With a 122% growth in Indian visitors to South Africa over the past five years, India has firmly established themselves as one of South Africa’s most dynamic and crucial tourism markets. About 67 039 Indian tourists arrived in South Africa between January and September last year – 29 % more than the same period in 2010. This, coupled with the surging Indian economy, will ensure that India plays an important role in the South African tourism scene for the years to come. The TAFI convention presents a unique opportunity for South African businesses to directly interact with some of India’s top tourism ‘decision makers’ and strategically position themselves within this surging market landscape. The conference serves as a platform for professional development, tourism information and intelligence exchange. The Exhibition The TAFI Annual Convention brings you face-to face with Indian travel agents and tour operators. The event will provide a unique and exceptional opportunity to: • Meet new business partners; • Face to face contact with Indian Travel Agents providing a high impact, interactive platform – designed to maximise the business experience for participants; • An opportunity for tour operators to sell products; • A platform for world-class service providers; • The best place to capture the Indian market • Develop key relationships by joining the delegates on their pre and post tours at a additional cost. • Profile your brand 26

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

TAFI & Attendee Profile The TAFI Convention brings together travel agents, tour operators, hoteliers, airlines, cruise companies and other travel industry related companies on a common platform across the sub-continent. Annually 12.07 million tourists leave the Indian sub-continent with outbound tourism growing at 9.0% per annum. TAFI currently handles 70% of outbound ticket sales. Rising incomes, changing attitudes and a desire to travel abroad have all contributed to a desire among Indians for outbound travel. How you can participate For South African businesses, the event provides an ideal opportunity to promote your brand in a direct, targeted and focussed manner to the Indian Market. The opportunities that exist are: • Participate as an exhibitor at the Conference; • Ensure that your brand is principally positioned for delegates to note your company’s prominence by considering one of our conference sponsorship packages (a range of sponsorship packages exist). Both these opportunities are on a first come first serve basis as limited space is available. The exhibition at the ICC Durban will be located directly next to the main conference plenary. All lunch and tea will be served within the exhibition area to ensure that conference delegates have the maximum opportunity to interact with the exhibition. WHO TO CONTACT: SPONSORSHIP: Bunny Bhoola on +27 83 632 2420 or +27 333 453175 or email: bunny@africanlink.co.za EXHIBIT: Secure your space (3m x 3m sq.) in the Exhibition Area. Forms can be obtained from: ashna@africanlink.co.za The Exhibition Opportunities brochure can be downloaded at: http://www.tourismtattler.co.za/downloads/taficonvention2012.pdf

ADVERTISING: The Tourism Tattler will be distributed to delegates at the TAFI Convention. Contact Beverley for special rates bev@tourismtattler.co.za

JANUARY 2013

LEGAL

The CPA and

Supplier Rights

STANDARD TERMS AND CONDITIONS – PART 2 – WHAT YOU ARE NOT ENTITLED TO DO What does the CPA prohibit or restrict you from doing? The primary section is 48 (which must be read with regulation 45), which determines that any price, condition and term of any agreement must not be unfair, unreasonable or unjust. It the supplier requires the consumer to waive a right, assume an obligation or waive the suppliers liability, the terms must not be unfair, unreasonable or unjust. It furthermore states that it will be regarded as such if it is: • excessively one-sided;

• so adverse to the consumer as to be inequitable; • unconscionable; • (i.e. the fact, nature and effect of the term, condition or notice) not drawn to the attention of the consumer in a manner that satisfied the applicable requirements of section 49. The secondary section is 51 which amongst others preclude suppliers from the following: • Limiting liability to or excluding liability for its gross negligence; • Requiring consumers to enter into an agreement with it or a third party that defeats the purposes of the CPA; • Falsely requires a consumer to acknowledge that no representations or warranties were made. Regulation 45 (issued in terms of section 120) prohibits a number of clauses e.g. • Excluding liability for injury or death due to an act or omission of the supplier; • Clauses that one-sided to the effect that the right is only extended to the supplier e.g. price increases and termination with no concomitant right to the supplier to cancel; amending terms; interpreting clauses; right to cede and assign and renew. Disclaimer: This article is intended to provide a brief overview of legal matters pertaining to the travel and tourism industry and is not intended as legal advice. © Adv Louis Nel, BENCHMARK, October 2012.

JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

MARKETING

Online travel bookings on the up More and more connected South Africans are opting to book their holiday accommodation online. While 2012 holiday season bookings showed a steep upward trend, consumers are re-evaluating their budgets and tightening their belts on holiday accommodation spending, writes Dominique van Onselen

According to SafariNow.com’s CEO Matthew Swart, their busiest booking quarter in 2012 was September, October and November with the majority of these bookings having check-in dates in December, the busiest period for actual travel. Compared to the same quarter for 2011, online accommodation bookings grew by 38 percent. “Whilst bookings are up and South Africans clearly chose to not stay at home last year, it does seem that they’re more conscious about how much they spend on holiday accommodation. The overall spend per trip is down by 5% with the average booking value estimated at about R2,200 per stay,” says Swart. Swart was referring to a statistical anlaysis of his online booking engine website, which showed that Families going on holiday account for almost 45% of total bookings, followed by Couples at about 37%. The one category which saw significant growth was Solo Travellers with the number of bookings almost tripling to 18% compared to 2011. The data further reflects that most online bookings are done during business hours. Consumers start booking as early as January for their next December holiday, but bookings peak in November with a rush seen in the first half of December. “The most popular December check-in date is the 15th. As plans are presumably in place, the 16th of December until the second week of January is usually a quiet time for enquiries and bookings.” adds Swart. The December 2012 period revelaed the Western Cape as being a firm favourite as a holiday destination and accounted for just over 30% of overall festive season bookings. This was followed by KwaZulu-Natal at about 16%, the Eastern Cape at about 10%, Northern Cape at

9% and Gauteng at almost 8%. South Africans also looked beyond the country’s borders by exploring Africa to get their holiday fix: Mozambique was by far the most popular African destination, with bookings increasing by 52% compared to 2011. Swart adds that the majority of the 18,000 establishments listed on his website were booked out for the December holiday period.. This indicates that travellers are moving away from traditional hotel bookings and prefer having a personalised or self-catering experience. Swart expects that more South Africans will turn to online bookings in the coming years. “With the current economic climate domestic travellers are conscious of their spending so they want to shop around for the best available deals. Booking online gives them the widest range of options with the least amount of effort – they want to be able to find and book their accommodation in just a few simple clicks.” He says that establishments are also realising the benefits of listing their properties via online accommodation booking sites. “We’re adding about 30 new establishments every day. It shows that establishments are realising that online travel bookings present an untapped market of potential travellers who they would not necessarily be able to reach through traditional marketing activities.” Swart predicts that e-Tourism will become one of the strongest players in the South African tourism economy. “As travellers become ever more savvy and comfortable with online bookings, online travel sales may very well surpass offline sales in the coming years – a strong trend already seen in the US, Europe and Asia.”

Online travel trend predictions for 2013 Experiential travel will become more popular: Consumers want out of the ordinary, unique and personalised experiences. They’re time-constrained, price-sensitive and they want choices. Long-tail establishments (independent accommodation suppliers who were previously unrepresented on the internet) will benefit greatly from this trend as consumers start discovering their offering. Travellers will become even more social: Consumers engaging with social sites are more likely to convert to bookings and they will become far more interested in finding the opinions and reviews of their fellow travellers. Social will also amplify consumer complaints and bring about transparency between supply and demand in a very fragmented market. The power of collaborating with Google: Google will become a more meaningful player in travel via their new Hotel Finder product. However, they will continue to rely on local transaction booking sites like SafariNow.com to fulfill their customers’ bookings. For more information visit: http://www.safarinow.com/

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

JANUARY 2013

MARKETING

Market Intelligence Report The information below was extracted from available data as at 12 December 2012, writes Martin Jansen van Vuuren.

ARRIVALS The latest available data from Statistics South Africa is for January to July 2012: UK

Current period

Change over same period last year

247 046

4.7%

Germany

133 757

12.4%

USA

190 355

15.2%

India

62 011

17.9%

China

72 348

65.6%

Overseas Arrivals (excl same day visitors)

1 370 133

16.4%

African Arrivals

3 824 534

8.5%

Total Foreign Arrivals

5 209 618

10.5%

NB: African Arrivals plus Overseas Arrivals do not add to Total Foreign Arrivals due to the exclusion of unspecified arrivals, which could not be allocated to either African or Overseas.

HOTEL STATS The latest available data from STR Global is for January to October 2012: Current period

Average Room Occupancy (ARO)

Average Room Rate (ARR)

Revenue Per Available Room (RevPAR)

All Hotels in SA

59.1%

R 875.13

R 517.18

All 5-star hotels in SA

57.1%

R 1 549.57

R 884.53

All 4-star hotels in SA

58.9%

R 844.55

R 497.85

All 3-star hotels in SA

59.3%

R 708.70

R 420.08

Change over same period last year All Hotels in SA

7.4%

4.2%

11.8%

All 5-star hotels in SA

12.0%

2.2%

14.4%

All 4-star hotels in SA

8.1%

4.0%

12.4%

All 3-star hotels in SA

5.2%

4.7%

10.2%

Passengers arriving on Regional Flights

Passengers arriving on Domestic Flights

ACSA DATA The latest available data from ACSA is for January to October 2012: Change over same period last year Passengers arriving on International Flights OR Tambo International

1.9%

-0.9%

-2.4%

Cape Town International

5.7%

18.3%

1.7%

King Shaka International

16.0%

N/A

-5.1%

WHAT THIS MEANS FOR MY BUSINESS Occupancies of hotels continue to improve, however more analysis of specific markets would be required to gauge whether it is the business market (foreign or domestic) or leisure market (foreign or domestic) which is driving the growth. Some tourism enterprises are still experiencing constrained trading conditions although the total number of foreign arrivals to South Africa is increasing. The reasons for this could be varied but the most common is a focus on the total foreign arrival number rather than a breakdown of this number which takes into account the number of transit arrivals that are included and the purpose of visit of these tourists. For example, a tourism enterprise that focus on leisure tourists from “Utopia” may have a skewed view of the potential of this market if the official data shows that South Africa receives 100 000 foreign tourists from “Utopia”. A more detailed breakdown might show that 50 000 of these foreign tourists are in fact transit visitors to other destinations in Africa and spend only one night in South Africa Of the remaining 50 000 foreign tourists from “Utopia”, 25 000 might be business tourists, which realistically leaves only 25 000 leisure tourists from “Utopia” for the tourism enterprise to target. The tourism enterprise may want to consider targeting the 50 000 foreign transit visitors from “Utopia” by providing overnight accommodation at the airport which they use most frequently. For more information contact Martin at Grant Thornton on +27 (0)21 417 8838 or visit: http://www.gt.co.za JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

MARKETING

How NOT to handle a Social Media Complaint Some life lessons, no matter how painful, are too valuable not to recount. A rather amazing exchange between a disgruntled customer and a restaurant owner erupted in a volcanic swap of ignominious Facebook posts. The tenor of the social media thread was not only angry, but the choice of diction was too explicit for me to re-post, writes Richard Earls. Whenever I really messed up as a kid, my well-practiced father would first chastise me. Then, after the matter had cooled for a while, he would ask me “So what have you learned?” Dad was an advocate of learning from mistakes and therefore, as a result of my own proclivity for error, I am a relatively well educated individual. So I want to ask you, what can we learn from this great example of a bad example? Be prepared Firstly, if you are in business long enough you will get a complaint. It’s inevitable, so be prepared. Have a game plan. Don’t be startled into making a rah comment in response, which is sure to live in infamy. You may be at fault, you may not. Fault is a secondary consideration. The first consideration is the unhappy person before you who may or may not be skilled in the art of the complaint. Practice well beforehand how to respond to a complaint. Don’t lose your temper Secondly, and this too is a lesson from my father, if you lose your temper, you lose the argument. Emotion is too high-octane a fuel for monitoring your suggestion box. When someone complains in person, listen and repress your emotions. If the complaint is on social media, remember your response is as public as the complaint. You will be judged, as will the complainer. Let logic play traffic cop this time. When someone complains online, take the complaint off-line as quickly as possible. A single mention on Facebook may or may not ever float to the top of a Google search. A long stream of back and forth retort and counters that goes viral will almost certainly be a top result every time someone searches your company name. Anyone who needs proof just needs to google sites that have had complaints! When you make a mistake and feel emotional, hand someone else the shovel and quit digging!

Don’t burn bridges There are some clients with whom you cannot reason. But if you are going to burn a bridge, don’t do it by pouring gas over your own head. In some instances, loyal customers will came to your defense. You can actually count on people to do that for you, so use the greatest of caution in the manner of your defense. Often the demeanor of the person complaining can be so over the top as to lack a degree of credibility. Foul language often betrays the complainants own lack of courtesy and discretion. Give this type of person all the rope they need. Apologize for the fact the customer is unhappy, promise to investigate and take it off line. Handle it well and readers will approve. Then follow up like a professional. Be careful out there before you have an online complaint arise and find your reputation at risk. TIP: You can’t just create social media sites and let them manage themselves. If you are going to create them, you have to actively monitor them. Here’s a couple of ideas on how to do this: 1. “Google” your company name. From Google you will find the blogs, message boards, product review sites, chat rooms. Google your company name with the word “sucks” behind it – and brace yourself because it may not be pretty. 2. Perform a Tweetscan to find out what conversations are going on right now on Twitter about your brand. 3. If you don’t have the time to do the above yourself, there are several ‘reputation monitoring’ services available, such as Naymz (http://www.naymz.com), designed to specifically monitor your reputation and influence across the social web.

About the author. As the publisher of Travel Research Online (TravelResearchOnline.com) Richard Earls helps agents learn how to stand out from the crowd and to develop an authentic brand for any travel practice. Richard Earls has spent the last 21 years in the travel industry as an agency owner, a technologist, a publisher and a writer. A serial entrepreneur, Richard has sold two of his start-up companies prior to his current project, Travel Research Online Richard believes a new breed of travel agent is ready to emerge from the masses. The days of the casual travel agent are gone and only those who take the art and science of marketing and sales to heart will truly be in demand and succeed.

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

JANUARY 2013

RISK

Travel Trade INSURANCE PART 2 The first part of this series, which has been extracted verbatim (with slight editing) from the SATSA Insurance Directive booklet, was published in the December 2012 edition - Ed. TYPES OF INSURANCE Basically there are five kinds of insurance that really apply to the tourism industry: 1. Financial Guarantee (Insurance Bond) - Refer December issue. 2. Liability Insurance 3. Vehicle / Property Insurance 4. Travel Insurance / Medical Rescue 5. Other Business Insurance (Buy & Sell, Key Person, Provident Fund) 2. Liability Insurance - what is it? Liability insurance is a product that is bought by organisations, companies and individuals to cover the risk of a common law claim for damages by someone who is injured or suffers some form of quantifiable or financial loss through their activities whilst in the insured’s care. An added risk is the responsibility of maintaining private roads where a client may have an accident due to poor maintenance or an unmarked hazard or danger. Even secondary provincial roads that are in a poor state can become an issue and where this is the case you should continually lobby the local authority to rectify such, so as to emphasise their liability in this regard. In South Africa, the SA National Road Traffic Act 93 of 1996 defines a public road as; any road, street or thoroughfare or any other place (whether a thoroughfare or not) which is commonly used by the public or any section thereof or to which the public or any section thereof has a right of access, and includes; (a) The verge of any such road, street or thoroughfare; (b) Any bridge, ferry or drift traversed by any such road, street or thoroughfare; and (c) Any other work or object forming part of or connected with or belonging to such road, street or thoroughfare. Legal opinion: By definition, a public road is not linked to the ownership of the road but to the common right of use to the road. A road may be considered private for purposes of road maintenance but if it used by the public, it is considered a public road in terms of the National Road Traffic Act, 1996. In terms of the law, very few roads are considered to be private as it would need to be proven that the road has access control and that no members of the public use the road at all.

Liability insurance covers your legal liability arising from accidents or other incidents which may occur at meetings, events, guided tours, safaris, transportation or simply on your premises where you are deemed to have been negligent. Examples include food poisoning, slipping on the floor, having an eye injured by the branch of a bush whilst on a game drive, being trampled by an elephant or even a bungi cord that breaks. Negligence is simply doing something without a reasonable amount of care, or failing to have done something that might reasonably have been done to prevent the incident from having occurred in the first place. NB: Most liability insurance policies only cover actions brought against the insured entity, unless the policy specifically extends to include ‘all sub-contractors’. This is an important aspect, specifically from a Tour Operators’ perspective, as they often sub-contract the services of Tourist Guides, for instance. Unless the policy wording is specifically extended, the Tourist Guides would need to have their own liability cover, which should be checked by the Tour Operator, for the reason that any actions instigated as a result of the Guide’s negligence could result in the Tour Operator being found liable by virtue of contractual obligation. The same applies to Tour Brokers who sub-contract the services of Tour Operators. TIP: As liability insurance is negligence based (fault must be proven in a court of law), it is important to ensure that the policy does not cap (limit) legal defence costs. Why do you need it? Some funding bodies, credibility associations such as SATSA and certain government regulations require that you have insurance cover in place before undertaking any tourism related activities. Without such cover, organisations are fully exposed to the risk of liability claims, which not only threatens their financial survival, their employees’ jobs and the claimant’s chances of being fully compensated but also impacts negatively on the general tourism industry and the destination country as a tourist destination. Here one must also consider that even if the action against the organisation is successfully defended in a court of law, the legal fees incurred over the lengthy process of defending the case can often exceed the amount of the initial demand. Again, most liability policies will cover the legal costs incurred in defending the case, but make sure that this cover is not limited to a level below the indemnity (sum insured) limit.

JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

RISK

What’s available? Liability policies come in several forms, two of these being: General Public Liability and Passenger Liability insurance. The reason that both covers are not offered in one policy is primarily due to the different risk profile or likelihood of occurrence to which insurance underwriters are exposed in each of the cover types. A.I) GENERAL PUBLIC LIABILITY General Public Liability insurance is designed specifically to protect you against any possible financial compensation claims by clients, guests or the general public where corporate or employee negligence could be construed to have been the cause of an incident. This covers a very broad variety of possible incidents ranging from loss or damage to a guest’s personal property to a tourist claiming ‘diminished value of holiday’ due to their expectation of having a sea-facing room (as shown in the tour brochure) and ending up with a view of a brick wall. How much cover is needed? As a general rule it is far better to be over insured than under insured but this is directly proportionate to the affordability of the required premium. With insurance being perceived as a grudge purchase and the notion that “it will never happen to me” the temptation is to go for the cheapest cover but this can prove to be a false economy. So how much is ‘sufficient’? The required cover or indemnity limit could depend on the ‘net worth’ profile of your clients. For example, consider a 40-something, married South African business executive who earns ZAR500 000 a year, who is the sole breadwinner and has three dependents. He or she slips in the shower at your lodge and sustains a disabling injury to the spine and is unable to perform the same job as done before the incident. After a lengthy and costly legal case the court finds that you were negligent for not ensuring that the shower was fitted with non-slip tiles or mats. A possible award to the plaintiff could be in the region of ZAR10 million in this example, if one takes into account the costs of on-going medical care, loss of income and even alterations to the family home to make it wheelchair friendly.

• Was the client made aware of any risk and did they sign an indemnity form? This will certainly relinquish some responsibility but not in the event of true negligence. Signage and information given either verbally or in writing to clients is imperative. This may often be in your marketing literature where the risks and shortcomings of a tour or experience must be clearly stated. • How did you handle the situation after the event? Don’t ever openly admit negligence such as, “sorry it was my / our fault.” Handle the situation with compassion and understanding and where possible try and remedy the problem. Isolate the individual or people involved from your other guests and don’t let anyone else who is not directly involved or who is not able to offer proper medical assistance anywhere near the clients or the incident. It is often others who encourage, incite and worsen an already difficult situation. • Make sure that everything is accurately recorded and that comprehensive statements are taken from all relevant people. Sometimes photographs might help. • Ensure that your company is fully compliant with all the local laws that govern your specific industry and all the staff that work for you. Health regulations must be met, guides must be licensed and qualified, buildings must meet certain standards, etc. • Inquire as to what other insurance the client might have. Most people travel with their own insurances and in many cases, are covered for such eventualities. In fact, specifically for clients travelling on tours, it is advisable to make personal insurance compulsory. However, in the event of blatant negligence, the other insurance company would still try and recover from your insurance or look for recourse against you. • If applicable, inform the booking agent that the client booked through of exactly what happened so that they are well informed. These incidents have a habit of mushrooming once an ill-informed agent gets involved. This is especially important in the case of an injury or death where next of kin must be notified. TIP: Contracting a specialist, medical emergency response service is advisable as your liability for decisions made in a crisis situation will be transferred to the service provider and the incident recorded for future reference in the event of a personal injury claim being instituted against you. NB: Ensure that the service provider has sufficient medical malpractice insurance cover in place.

Now consider the event of multiple claimants, or foreign guests whose income and future medical costs need to be calculated in their currency of origin. Quite obviously, the cover amount needed corresponds to the profile of guests that your establishment caters for.

A well-operated business must try and be as professional as possible so as to avoid the risk of actions of this nature. However no matter how hard we try there is always a chance of the unlikely happening and of course some clients are specifically looking for this eventuality. As these claims are often made in foreign currency, cover needs to be fairly substantial, usually in tens of millions. However do not become neurotic! Do not succumb to the obvious person who is trying to ruin your business. Make sure that your house is in order and fight the ridiculous claims and you should never have a problem. Remember that you are covered for those individuals who have a genuine claim.

Liability claims can be very high as they are rarely based on tangible factors, but on emotion and suffering, and therefore may be ridiculous and blown out of all proportion. However any such claim will be influenced by the following factors: • Negligence has to be proven – was your company truly at fault? Are your floor tiles dangerous, do you have sufficient signage, was the ranger driving recklessly, was the guide qualified and taking reasonable care when he walked the group up to the elephant?

Accidents will happen and it is comforting to know that your insurance will pay compensation to the unfortunate person who does lose an eye or damage their back by slipping. It must not be seen as losing a battle or admitting guilt but as a necessary backup for a genuine situation. Your insurance underwriter will fight for you. The problem may arise when you are not sufficiently covered for the magnitude of the claim. That is when your business is at risk because the shortfall would be payable by you, the service provider.

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

JANUARY 2013

RISK

TIP: Any claim of this nature must be heard in a court within the country in which you do business. Never sign a contract that requires you to accept a foreign law as the presiding law and which might mean that you have to defend yourself in a foreign country or where you sign your rights away to a booking office where you acknowledge responsibility / liability for any accident / incident.

AII) PASSENGER LIABILITY This covers incidents resulting from the transportation of passengers by land, sea or air and can often be included as part of a Motor, Marine or Aviation insurance policy.

TIP: Care must be taken to check that the motor policy wording does not exclude fare-paying passengers.

It is unlikely that an underwriter will be prepared to cancel or amend the wording of a standard motor vehicle policy, so make sure that the cover obtained is specifically for fare-paying passenger liability. These policies will invariably contain clauses in the policy wording that oblige you to comply with certain regulatory conditions, such as those in South Africa, which are laid down by the Department of Transport (Tour Operators Permit, Driversâ&#x20AC;&#x2122; PRDP, etc). In addition there may be certain mechanical devices required such as seat belts or speed inhibitors.

Passenger liability insurance basically covers passengers while in transit in a specified vehicle in the event of an accident. This is therefore an essential form of insurance and one that is most likely to be called upon. Many basic comprehensive vehicle policies carry a certain amount of passenger liability insurance but this is generally insufficient and does not cover all eventualities and geographical regions. It is therefore imperative that this section of a vehicle policy is beefed up and it is up to the individual company to make sure that all the regions in which they operate are covered by their policy. To obtain a transport permit for a passenger-carrying vehicle, the law in South Africa currently stipulates a minimum of ZAR5 million per seven passengers on board and proof of such cover is required before a permit will be issued. This is generally sufficient but once again the individual company must assess their particular risk. Fortunately this insurance is not prohibitively expensive although one might have to find a broker with specific experience in this field to assist you in finding the appropriate cover. This article, to be continued in the February 2013 edition of the Tourism Tattler, will elaborate on Passenger Liability insurance and cover the impact that the Road Accident Fund Amendment Bill in South Africa has had on this class of insurance cover - Ed.

Get the Tourism Insurance Directive booklet DOWNLOAD (PDF)

www.tourismtattler.co.za/satsa-insurance-directive.pdf

PRINTED COPY

Collect at SATSAâ&#x20AC;&#x2122;s offices: 3rd Floor, Petrob House, 343 Surrey Avenue, Ferndale, Johannesburg or email communications@satsa.co.za (Note that a nominal fee will be charged for admin, postage or courier costs)

JANUARY 2013

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

TRADE NEWS

KENYA

Riviera on Vaal’s exclusive Diners Club offer Diners Club members can now stay at the Riviera on Vaal Hotel and Country Club for only R612.00 per person per night, including breakfast – an exclusive offer valid until the end of August 2013.

Tourism Association launches e-book guide Mt Kenya Tourism Association recently launched an e-book guide showcasing tourism spots in the region. The guide can be viewed at: http://issuu. com/landmarine/docs/mountkenya_201314?mode=window&pageNumber=1

SOUTH AFRICA SA Tourism appoints new Chief Marketing Officer South African Tourism has announced the appointment of Janine Hutton to the position of Chief Marketing Officer (CMO), effective from February 2013. Janine has over 15 years of senior management experience and is currently the co-founder and owner of the successful online marketing company, Social Act, and is also a Partner at leading destination consulting company Ivy League’s Africa office. She has previously been a Director at The Nielsen Company, a Managing Director and EXCO Board Member at Ogilvy Interactive. She was also previously Managing Director at computer software company Immedia, during the course of a stellar career in which she has specialized particularly in online digital marketing. She takes over the position of Chief Marketing Officer from Roshene Singh, who retires at the end of this year after being with SA Tourism for nearly 10 years. Taj Cape Town Supports City Celebrations The first weekend of December 2012 saw the official inauguration of Table Mountain as a New7Wonder of Nature, with ceremonial events taking place on the mountain itself, as well as on the city centre’s Grand Parade. The respective ceremonies attracted media representatives from across the globe, all of whom bore witness as the Mother City landmark joined the likes of Halong Bay, Iguazu Falls, Jeju Island and Puerto Princesa Underground River in this elite club. Luxury inner city hotel, Taj Cape Town, hosted representatives from other Wonder of Nature sites, with its sweeping views of Table Mountain serving as a fitting backdrop for the occasion. Table Mountain was officially named one of the official New7Wonders of Nature on 11 November 2011, having been selected from a shortlist of 28 spectacular sites around the world. 34

SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal

According to Ebrahim Matthews, Managing Director of Diners Club International, they are always searching, always arriving and always exploring like their members: “To us, this means looking for new and exciting ways to interact with our members and finding fresh ways to enhance the joy of belonging.” He mentions that the latest edition of Platinum Selections has been packed with valuable and interesting offers and that they hope that their members will take advantage of it. The Riviera on Vaal Hotel and Country Club is proud to have been selected as one of the establishments to be featured in this Selection. For more information visit: www.rivieraonvaal.co.za

New GM for Southern Sun The Cullinan Garry Reed has been appointed as the General Manager of the Southern Sun The Cullinan Hotel. Gary started his career with the Three Cities Hotel Group and has since held positions at Kapenta Bay Hotel, Riverside Hotel, Alpine Heath Resort, Cascades Hotel, Sun City Convention Centre, Cascades Hotel and the Palace of the Lost City. Beverly Hills hotel welcomes new Executive Chef “We welcome Tony Kocke to the family and know his experience and passion for what he does will add great value to the hotel.” Enthused General Manager, John de Canha. Tony Kocke, grew up in Germany and after serving an apprenticeship at Restaurant Papillon in Berlin he moved to London were he held positions at the Dorchester hotel and the Savoy Hotel. The thrill of South Africa enticed him to Durban in 1988 where he has worked at the Royal Hotel, the Durban Club and the Edward hotel. In 1991 his work led him to Johannesburg as executive chef for the Johannesburg Country Club, but soon returned to the United Kingdom and took up the a position of head chef of Harrys Bar in London and also experienced cooking on a cruise liner in the Caribbean. 1995 he returned to Germany as a private chef at the British embassy in Berlin. On returning to South Africa in 1999, he worked at the Commodore hotel and the Cullinan hotel in Cape Town before being offered a position at Sibaya in Umdloti, KwaZulu –Natal. Tony took up the reigns of the Beverly Hills on I November 2012.

JANUARY 2013

TRADE NEWS

Garden Court South Beach spends R70m on refurbishment One of Durban’s landmark beachfront hotels, the 414-room Garden Court South Beach, has spent over R69m on improvement and refurbishment during the past 5 years. The latest project is scheduled for completion by Easter 2013. This is one of the largest private sector tourism investments in the South Beach node and once again emphasises the confidence that Tsogo Sun has in the region and supports the eThekwini Municipality’s R200m upgrade of the beachfront promenade. For more information visit: www.tsogosunhotels.com

MSC Cruises launches new facilities on Portuguese Island

Substantial investment for Legend Golf & Safari Resort The multi-award-winning Legend Golf & Safari Resort and Entabeni Safari Conservancy are on the road to further success after investing R15 million in a fleet of new vehicles. The guest experience at the unique venue, in the Waterberg area of Limpopo, has gone into overdrive following the acquisition of twenty eight 11-seater Toyota game viewer safari cruisers, each with built-in radios, canvas roofs – to ensure all-round visibility – and top-of-the-range safety equipment. In addition, LGSR’s hefty investment saw the acquisition of three further 20-seater minibuses, for guest transportation, and a number of logistical vehicles for use by staff throughout the Legend Resort and Entabeni Lodges, bringing the total number of new vehicles to 52. The purchase continues the resort’s infrastructure investment which was seen most recently in the opening of the new R10m Queen of Sheba Conference Centre, which seats 650 and complements the existing 300-seater Sofala Conference Centre and the 400-seater Monomotapa facility.

Launched on 08 December 2012 these new facilities on Portuguese Island, Mozambique offer cruise guests a unique and enhanced island experience while reinforcing MSC Cruises’ commitment to invest in Mozambique’s tourism industry. Completed just in time to welcome the 41,000 MSC guests expected to visit the island during this cruise season, the facilities provide travellers of all ages with the perfect place to take a break from the hot Mozambican sun. For more information visit: www.msccruises.co.za/

Winters Drift tasting station opens in Elgin Winters Drift Wines, rooted in Elgin history, have opened their Tasting Station in the restored historic Elgin Station building on the Glen Elgin farm, where Winters Drift Wines are grown. Few wine ranges can tell a more captivating story than the extensive history of Winters Drift Wines, the wine brand of Molteno Brothers, bestowing authenticity and integrity to the location of their tasting venue. For more information visit: www.wintersdrift.com

Tourism industry leader partners with TEP Springbok Atlas Luxury Charter has become the latest company to partner the Tourism Enterprise Partnership (TEP) in its objective to support tourism SMMEs in South Africa. TEP’s Enterprise Development Portfolio allows companies to invest their Enterprise Development funds and receive recognition upfront. TEP is a Non-Profit Company, which since inception in 2000, has provided support to over 4000 emerging tourism businesses who, collectively, have created over 70 000 jobs and generated over R5 billion in turnover within the tourism industry,

For more information visit: www.legendlodges.co.za

TANZANIA Singita Mara River Tented Camp opens in Serengeti The new camp has opened in the Lamai triangle, the northernmost tip of the Serengeti National Park in Tanzania. With six guest tents – a contemporary take on the classic East African safari – the new camp offers a pareddown approach to the quintessential Singita experience without compromising on creature comforts. Run entirely on solar power, it reflects the company’s commitment to greater sustainability. Singita Mara River Tented Camp’s remote location epitomises the company’s eco-driven philosophy of preserving iconic locations by offering ‘fewer beds in larger areas’. The camp is strategically located on a sharp bend in the Mara River, providing unsurpassed viewing of the wildebeest river crossings during the annual migration. With 16 beds surrounded by 40,000 hectares (98,000 acres), it is one of very few permanent camps in the northern corner of the Serengeti. In keeping with a sustainable living concept, the camp is built from natural and recycled materials including wood, stone, canvas and raw leather. It is 100% ‘off the grid’, relying entirely on a central, custom-designed solar power array using photovoltaic technology – a system that uses solar panels to convert sunlight into electricity. The solar array comprises a quarter-acre of solar panels capable of generating power efficiently even on cloudy days. For more information visit: www.singita.com

For more information visit: www.springbokatlas.co.za or www.tep.co.za JANUARY 2013

To be featured in the Trade News section, e-mail: editor@tourismtattler.co.za SATSA / RETOSA / NAA-SA Tourism Tattler Trade Journal