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Tourism Tattler November 2012

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Essential reading for anyone involved in the tourism, travel or hospitality trade in or to Africa.

Text of Tourism Tattler November 2012

  • NOVEMBER 2012 03SATSA / RETOSA Tourism Tattler Trade Journal

    EDITORIAL05 From the Editors Desk / Cover Story 06 Letters to the Editor08 Competition ACHIEVEMENTS & ACCOLADES10 Theuns Vivian receives doctorate 11 Trade Awards BUSINESS 12 German Travel Contracts Act FINANCE15 Strike action solution CONSERVATION16 Protecting the albatross17 More SA birds in the red EVENTS18 Indaba 2013 launches19 TAFI 2013 dates confirmed HOSPITALITY20 New tourism grading fees launched LEGAL21 From the Bench - The CPA

    PUBLISHERTourism Tattler (Pty) Ltd.PO Box 891, Umhlanga Rocks, 4320KwaZulu-Natal, South Africa.Company Reg.No.: 2006/015252/07Website: www.tourismtattler.co.za

    MANAGING EDITOR Des LangkildeTel: +27 (0)87 727 8631Cell: +27 (0)82 374 7260Fax: +27 (0)86 651 8080E-mail: [email protected]: tourismtattler

    EDITOR Marjorie DeanTel: +27 (0)11 886 9996Fax: +27 (0)11 886 7557E-mail: [email protected] Skype: satsa-comms

    ADVERTISING MANAGER Bev LangkildeTel: +27 (0)87 727 8643 Fax: +27 (0)86 656 3860Cell: +27 (0)71 224 9971E-mail: [email protected]: bevtourismtattler

    SUBSCRIPTIONSEmail: [email protected] Skype: subscribetourismtattler

    Issue 8 (November) 2012

    The Regional Tourism Organisation of Southern Africa (RETOSA)PO Box 7381, Half Way House, 1685Tel: +2711 315 2420/1Fax: +2711 315 2422Webite: www.retosa.co.za

    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.

    Abigail GermanyAdv. Louis Nel Des LangkildeDr. Cleo SmalDr. Elinor GarelyIngrid N Roding-Tudor

    Contents

    MARKETING22 Southern Africa Regional Brand

    Communications and Management Strategy

    26 Destination Branding29 SATSA Market Intelligence Report NICHE TOURISM30 Cruise Tourism given a boost31 Importance of Wine Tourism PROCUREMENT32 Wildlife clothing33 Gadgets & Gizmos SAFETY & SECURITY34 Cape Town boat capsizing incident RISK35 Lockton Global appoints local broker TRANSPORT36 Best of breed coaches TRADE NEWS38 Trade Snippets

    12

    36Business: German Travel Contracts Act

    Transport: Coach Developments

    The Southern Africa Tourism Services Association (SATSA)PO Box 900, Ferndale, 2160Tel: +2786 127 2872Fax: +2711 886 755Webite: www.satsa.com

    Official Trade Journal of:

    01 Mercedes-Benz02 Tourism Grading Council of SA04 Globe Lotter Tours04 A Heritage of African Clothing07 TOMSA

    Marjorie DeanHannelie SmitMartin HatchuelMartin Jansen van VuurenNigel WillmottReinhardt Mecklenberg

    EDITORIAL CONTRIBUTORS

    MAGAZINE SPONSORS

    SATSA PROUD SPONSOR

    14 Cushman E-Z-GO20 Sani Pass Hotel & Leisure Resort21 Savage Jooste & Adams Attorneys35 SATIB Insurance Brokers40 TransMedia Barter

    MEDIA PARTNER

    08

    22Competition: Win 4 nights in Cape Town

    Marketing: RETOSA Brand Strategy

  • NOVEMBER 201204 SATSA / RETOSA Tourism Tattler Trade Journal

    Reach 30 000+ Travel Trade Readers Monthly

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    Issue 9 (December) edition material deadline: 14 November 2012

    Contact Beverley Langkilde for bookings:

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  • EDITORIAL

    From the Editors Desk

    Cover Story

    For all of us in tourism there are many new issues that have to be taken into account in the running of our businesses. Some are local, but some have their roots overseas, although they can still affect us in important ways, that can prove costly.

    In this issue, we have a most insightful article on The German Travel Contract Act (PP 12-15). It makes a very important point that while we may think that legislation passed by the European Union is then applied in the same way in all countries, this is not necessarily the case. Any tour operator/travel agent who books with you from within the EU is bound by the laws as they are applied in the country in which they do business. Therefore it is vitally important, before entering into contracts, to know what these are. As Germany is a major market for Southern Africa, please read this article carefully, as it makes some very practical suggestions.

    We also operate in a global universe when it comes to marketing. Our article on Destination Marketing (pp 26-29) is written by

    NOVEMBER 2012 05SATSA / RETOSA Tourism Tattler Trade Journal

    an acknowledged expert in the field, and taken together with our reportback on the RETOSA Southern Africa Regional Brand Communications Strategy Workshop held recently, outlines the way we should be thinking about marketing for the future.

    A long-established policy for international tourism marketing success, and one discussed in depth at the workshop, says that you brand and market the destination first. The customer is not primarily coming to YOUR establishment he is coming to Southern Africa. So you have to get him to make that decision first. Then you can market individual countries, then regions within those countries, and then, and only then, your product. And all those marketing campaigns and all the branding have to dovetail into the package he eventually wants to buy. One great way to achieve this is by using and promoting the use of the SATSA logo by members. It is an internationally accepted brand and SATSA works closely with RETOSA as a private sector association.

    As ever we have ranged far and wide to bring you the latest and best thinking on many aspects of inbound tourism in the Tattler. And there are lots of great reads besides... enjoy this great issue.

    Marjorie

    Our cover for this edition features Southern Africas most sought after luxury coach brand - Mercedes-Benz.

    A specialised division within Mercedes-Benz South Africa, known as People Transport has been formed with the sole purpose of providing an integrated solution to bus and coach operators of any size or make within South Africa and the SADC (Southern African Development Community) regions. The division aims to identify, pioneer and implement continuous best practices within the people transport industry.

    People Transport has formed extensive partnerships with different body builders across the country and internationally to ensure that specific customer needs on body building requirements are met. These body builders have met stringent internal and external body building requirements and as such are able to provide the best advice on any bus or coach bodybuilding that needs to be done. Bus conversions are done from a Sprinter bus, right up to the bodybuilding of super luxury coach buses. These body builders form part of the recommended body builders of buses for Mercedes-Benz South Africa.

    The coach market in South Africa buys custom- built coaches. The coach is ordered from a Mercedes-Benz dealer, and the chassis is imported from Brazil, as a CKD (completely-knocked down kit), assembled at the Mercedes-Benz plant in East London. However, the

    body of the coach is put together by one of a number of South African body suppliers to meet the customers specifications, such as livery, degree of luxury, extras such as on board toilet and kitchen, sound system and so on. That way the client has a fully hands-on approach to his vehicle and can customise it to his liking. Not every tour operator has the same needs.

    Most Mercedes-Benz coach owners choose to take advantage of the CharterWay service, very flexible maintenance contracts offered by the company, with guaranteed workmanship and genuine parts, ensuring that their vehicles are at all times in tip-top condition. As an added value, the company offers training for coach drivers.

    Driver development is of significant importance in the transport industry as latest

    technology on modern commercial vehicles requires upgraded driver skills. FleetBoard Professional Training provides tailor made courses and programmes to achieve this goal.

    A new service, just introduced, is TRUCKSTORE. Not quite what it might sound, because it was first applied to trucks, TRUCKSTORE enables trade-ins to be offered for both sellers and buyers of commercial vehicles. South Africa is the first country outside Europe to have this service. So even if you are not able to afford a brand new Mercedes-Benz coach, you are offered the very best deal on a pre-owned product depending on availability.

    Read more on pages 36 and 37.

  • NOVEMBER 201206 SATSA / RETOSA Tourism Tattler Trade Journal

    Dear Editor

    Lack of support for small business, the big contradiction

    Government has confirmed its support for SMMEs, stating its awareness that these small and medium enterprises are the answer to economic growth and job creation in South Africa and that banks and funding agencies are to assist SMMEs where possible. Where then is this support for SMMEs and how does one access it?

    Vaalnest Boutique Hotel, the Gauteng winner of the 2010/2011 Entrepreneur of the Year Award (ETEYA), is an 85% black owned and managed company and the owners have invested more than R8 million into the business. Yet when applying for funding little or no response is received, despite being the Gauteng ETEYA winner.

    In 2010 the hotel was given the opportunity to expand its capacity with an order that arose as the result of the World Cup. The development is zoned as Guest House Special and Other in the Midvaal Municipality. It is stated in the title deed that 50% of the land may be built up. With the extensions to the hotel, only 38% of the land would be utilised; being well within the 50% limit.

    The correct avenues of approval were followed and confirmation of approval was received, yet when the manager of Vaalnest, Keith Attwell, arrived at Midvaal Municipality to collect the approved plans he was advised that it had actually not been approved as the project is too large. Vaalnest sought relief from the Head of Department at the Town Planning offices, the Mayor of Midvaal and, finally, the Premier. Vaalnest was eventually contacted by the MEC of the Housing Office who stated that the matter was being dealt with. A year and a half later the first meeting was held with the Midvaal Municipality and a representative from Gauteng Tourism, Sedibeng district. The outcome of the meeting was that the Municipality would assist Vaalnest with an application for re-zoning to hotel status.

    Vaalnest now needed funding in order to finance the development of the hotel, as the window for funding from sales had lapsed. Being directed to GEDA by the head of department in the MECs office, an application for funding was made. A prompt response was received, an assessment was executed of the property and the site plans and a report was given confirming that the account had been handed over to the GEP. After six weeks it was established that GEP does not recognise GEDAs assessments and a new application had to be made. After the application had been completed again, Vaalnest was advised that the GEP was taking a break from funding due to new management. Once notification was received that GEP was again supplying funding, but no response has been received to date. The frustrated management of Vaalnest has experienced similar

    LETTERS TO THE EDITOR

    grievances with the Job Fund.

    There is great disappointment in the manner in which Government has handled the various requests by Vaalnest management. Should this funding have been received, 128 permanent jobs would have been created with a further 60 temporary jobs arising and ten new businesses would have been developed in the Mamello township.

    As a result of the delay in the above, Vaalnest came under financial pressure and this led to Vaalnest being put into liquidation. Notice boards were put up on the 2nd of October 2012, confirming that it would go on sale by auction on the 9th of October 2012. Despite urgent communication and requests for help sent to Sedibeng Tourism, CEO of SA Tourism, CEO of Gauteng Tourism, the MEC and HOD of Economic Development, the CEO of GEP, Chief Director Sector Transformation of the Department of Tourism and the Minister of Tourism, no response has been received. The owners of Vaalnest will have to bid on the hotel along with other buyers and invest even more money to keep their business.

    Until Government takes its municipalities and Government agencies in hand, turning them around to become more competent, with faster turnaround times and more reliable systems, SMMEs will continue to fail at the current rate of 96% and South Africas economic and employment crises will continue on.

    Ziyaad SharifKramerville

    Dear Editor

    The SANParks Honorary Rangers West Rand Branch have decided to stage a bicycle tour from Unions End to the Nossob Rest Camp in the Kalahari Transfrontier Park a distance of approximately 155 km during September 2013.

    It is stated that an entrance fee of R4000.00 per participant is charged and the number of participants will be restricted to 50 and that this will raise R200 000.00 for conservation.

    It springs to my mind that a few years ago the Honorary Rangers Lowveld (Phalaborwa) Branch arranged a sponsored fishing competition in the Renvol Dam south of Masorini in the Kruger National Park also to raise funds. The funds were used to repair the roof of the lapa in the Letaba rest camp staff village. Just more than 100 persons participated, my opinion about this is that it was just an outing for a selected few.

    The Kalahari Transfrontier National Park is an arid park which is vulnerable to destruction and overutilisation. The roads in the KTP are terrible; not due to lack of effort by SANParks to maintain them but due to overuse. The roads are said to be graded regularly and dragged weekly, but due to the nature of the surface (loose sand) the many vehicles traversing them soon return them into the original very poor state. The Nossob Rest Camp is already short of potable water, suitable water has to be brought in by tanker.

    SANParks also have plans to do even further developments in this gem, and now a bicycle tour in a conservation area - this cannot be

  • For more information visit:www.livingstonessupplyco.co.za

    Win The winning letter published in the Tourism Tattler Issue 9 (December) 2012 edition will receive a copy of Dereck and Beverly Jouberts Rhino Rescue DVD with the compliments of Livingstones Supply Co Suppliers of the Finest Products to the Hospitality Industry.

    Letters should be sent by 21 November 2012 to [email protected]

    Congratulations, Ziyaad.

    Your letter has been chosen as the winning letter for the November edition. A copy of National Geographics Big Cat Odyssey DVD will be delivered to you with the compliments of Livingstones Supply Co suppliers of the finest products to the hospitality Industry.

    Ed.

    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 of humans when we are at our best. A Film by Derek and Beverly Joubert Running Time: 51 minutes

    NOVEMBER 2012 07SATSA / RETOSA Tourism Tattler Trade Journal

    LETTERS TO THE EDITOR

    allowed to happen. My reason for saying this is this: imagine the number of support vehicles in this convoy transporting seconders and camping gear and medics and whoever else is required to make this idea take place.

    I do not know what the costs in Rand value will be, but it should be quite hefty. Unfortunately the damage to the area cannot be determined no matter what the defenders of this venture will be saying. It is also stated that this is a once off event. If so, why at all?

    You can read more about this on:http://www.roxannereid.co.za/1/post/2012/10/good-bad-or-ugly-riverbed-cycle-challenge-kgalagadi.htmlhttp://www.roxannereid.co.za/1/post/2012/10/good-bad-or-ugly-riverbed-cycle-challenge-kgalagadi.htmland h t t p : / / w w w . s a n p a r k s . o r g / f o r u m s / v i e w t o p i c .php?f=38&t=66245http://www.sanparks.org/forums/viewtopic.php?f=38&t=66245

    Gerhard SmitConvenor of the AIKONA GROUP.

    Dear Editor

    Further to my letter published in the October edition of the Tourism

    Tattler (E-Tolls THE STATE OF PLAY NOW), I would like to update readers following a report in The Star newspaper in October that parts of the high court review of the project to be heard in November

    may be held in camera because of the fact that SANRAL may wish to retain the confidentiality of parts of the agreement.

    Agreeing to keep the ETC contract confidential was the only way OUTA could have access to the contract (ETC) to prepare for its court case. This means that taxpayers may never know the full agreements and pricing surrounding e-tolling.

    According to OUTA, the public have every reason to doubt the confidentiality of these contracts, barring any intellectual property. The details of the ETC contract should not be kept confidential. It is taxpayers money that is being used to pay the tolls so the taxpayer

    should know what the money is being used for.

    During the Constitutional Court hearing in September, the legal team representing the SA National Roads Agency (Sanral) had made selective references to the ETC contract, which Outa had not seen. In order to see them we were asked to sign a confidentiality agreement.Sanral and National Treasury appealed against the interdict granted by the High Court in April 2012 and in September the Constitutional Court found that the High Court in Pretoria had not considered the separation of powers between the high court and the executive role of cabinet. They set aside the interdict granted by the high court which had prevented Sanral from levying or collecting e-tolls pending the outcome of the review.

    OUTA is now in the final stages of preparing for the court review and believes its case is as strong as ever. Obviously, there is no guarantee and we trust that on the day, the case will be judged for what it is, that e-Tolls are irrational and too expensive for SA. Not to mention the shocking consultation process and ever changing numbers, poor preparation and inefficiency of the system.

    OUTA is still in need of funding support and urges business and Individuals to contribute to the legal costs at www.outa.co.za.

    The review is expected take place in the High Court in Pretoria onNovember 26.

    Wayne DuvenageChairperson OUTAwww.outa.co.za

  • COMPETITION

    WINNER OF THE GOODERSONS LEISURE COMPETITION FROM THE ISSUE 7 (OCTOBER) 2012 EDITION

    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 are guests offered on check-in at Camelot Spa?

    Email your answer with Mandela Rhodes Place Competition in the Subject field to [email protected] by 21 November 2012. 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 4 nights for 4 guests in a two bedroom Platinum apartment including 100mb Wi-Fi access, breakfast, dinner each night at Doppio Zero restaurant and a 60 minute Swedish massage for each guest at Camelot Spa. The value of the prize is R22,060 redeemable at Mandela Rhodes Place Hotel & Spa.

    Staying at Three Cities Mandela Rhodes Place Hotel and Spa offers not only a central city location that soaks up the atmosphere of the historic part of Cape Town but offers some adrenalin-pumping ideas. If you are looking for a memorable trip to Cape Town and a hotel that thinks out of the box, then the new adventure packages, offered exclusively by this hotel, are just up your street! For adventure seekers, the action is just a hop away from the Hotel.

    But if your requirement is for guests to simply relax then Camelot Spa is the ideal stress reliever. Situated within the hotel the Spa offers luxurious pampering treatments that soothe and rejuvenate. Guests are offered a complimentary Body Composition Analysis upon check-in, enabling their experienced therapists to recommend the perfect wellness treatment. The 7th floor restaurant Shandiz offers Middle - Eastern food around a glorious pool deck while on the ground level Doppio Zero caters for Italian food.

    With a variety of apartments, the hotel offers full service or self catering options that make the traveller feel right at home. The friendly staff are

    there to assist and ubuntu is the underlying philosophy of this hotel. Studio, one or two bed-roomed apartments offer flexibility while the Platinum apartments in the hotel are the ultimate in luxury. A queen-size bed in the main room and a double bed, or two single beds in the second room provides ample space for families with their own en-suite bathroom, open-plan fully equipped kitchen and lounge, entrance hall, dining room and private balcony.

    Equipped with simply the best, guests can enjoy unsurpassed views of the city from their rooms and, with Table Mountain a hop away,

    the Companys Garden almost on your doorstep, the surrounding area is teeming with shops, top- class restaurants, museums, galleries and more, central city is abuzz.

    The hotel offers a number of special packages, for example: Book a one or two bed-roomed apartment at STO rates and theyll throw in free 100mb Wi-Fi per day and one Hop-on Hop-off bus ticket per person per stay plus, of course, breakfast for two. Add on the adventure package and the bicycle comes as a free add-on for a day.

    For more information visit: http://www.mandelarhodesplace.co.za/The Terms and Conditions of this competition can be downloaded at:ht tp : / /www.tour i smtat t l e r. co .za /Mande laRhodesP lace -TourismTattler-Competition_TermsConditionss.pdf

    Win4 Guests in Cape Town

    CONGRATULATIONS to Karin Olsson, of Fair Trade in Tourism South Africa whose competition entry was the first

    correct entry to be drawn. Karin won a function venue hire to the value of R10,000.00 at Fabz Garden Hotel & Conference Centre with the compliments of Goodersons Leisure.

    For more information visit: http://goodersonleisure.co.za/

    With

    the

    com

    plim

    ents

    of:

    4 Nights for

    READER COMPETITION

    NOVEMBER 201208 SATSA / RETOSA Tourism Tattler Trade Journal

  • NOVEMBER 2012 09SATSA / RETOSA Tourism Tattler Trade Journal

    To find out more about TOMSA please visit our website at

    www.tomsa.co.za

    Tourism Marketing South Africa (TOMSA) is a private sector initiative, set up in 1999 to raise additional funds for the marketing of destination SA. This is done by collecting a 1% Tourism Levy from tourists by Travel and Tourism service providers on a voluntary basis.

    By collecting just 1% from tourists since 1999, our levy collectors have contributed more than 1/2 billion rand to market South Africa and more than R100 million in 2011 alone!

    The benefits of TOMSA do not end with the millions of Rands of additional marketing that can be conducted to promote SA and your business directly. By being a TOMSA levy collector you also receive very valuable benefits that are only available to our levy collectors.

    TOMSA levy collectors who are also graded receive a 10% discount on Indaba exhibition rates (main stand holders)

    10% discount on Grading Council fees if you are a levy collector in good standing and also graded. TOMSA collectors who have not been graded since 1 October 2011 receive the following discounts:

    o Year 1 25% per centum o Year 2 15% per centum o Year 3 10% per centum3% BEE score in terms of the Tourism CharterProvide input and receive feedback about the SA Tourism Annual Performance Planning ProcessReceive preferential profiling to all graded collectors in all accommodation listings on the SA Tourism websiteSA Tourism will give preference to TOMSA Levy collectors when selecting product owners to participate in trade

    shows and services provided to overseas visitors and SAT sponsored familiarization trips.

  • ACHIEVEMENTS & ACCOLADES

    NOVEMBER 201210 SATSA / RETOSA Tourism Tattler Trade Journal

    You dont get Doctors of Tourism in every guesthouse. Especially for smaller businesses, the title of Dr. Vivians thesis must draw immediate attention: Tourism business growth with specific reference to black economic empowerment in the tour operating sub sector in South Africa.

    Just a quick bit of background: Theuns, who currently works for the City of Cape Town as its Destination Development Manager, has a BEcon from the University of Stellenbosch (1984), a BCom honours from Unisa (1987) and an MCom from Stellenbosch (2000) - and he is also the holder of a Good Samaritan Award (from the then Minister for Tourism, Pallo Jordan) for his dedication and commitment to tourism and the people of South Africa. His masters thesis was titled Increased tourism flow through utilisation of excess capacity in air transport.

    And when I asked him how me managed all this hes married with children - he said, Through this long and hard struggle I developed my own bit of wisdom: To be successful, you need at least one person to believe in you... even if its just yourself.

    For his doctorate, he studied the level of black economic empowerment (BEE) amongst tour operators, and also tried to determine measures that would expedite the establishment of BEE in the sub-sector. My research indicates that the vast majority of tour operators in South Africa are small businesses - with 62,3% reporting turnovers of R 2,5 million or less per annum, and 63,9% indicating that they employ two people or less. Only 14,3% of respondents were 100% black owned he said.

    He said that the size of the enterprises he studied makes it difficult for them to attract investment or for them to involve previously disadvantaged individuals (PDIs), since its almost impossible to offer equity or stock options - and these are important vehicles for bringing PDIs into positions of ownership.

    72% of respondents indicated that they support BEE in principle, but only 61,8% of them have been able to implement any of the seven pillars of BEE scorecard, and the degrees of implementation vary according to the different components of the scorecard.

    In the scorecard - unlike in narrow-based economic empowerment models - equity ownership counts for 20%, while management counts for 10%. The other five pillars of the scorecard the indirect empowerment pillars are employment equity (15%); skills development (15%); preferential procurement (20%); enterprise development (15%) and socio-economic development (5%).

    Not surprisingly, the procurement and social investment pillars achieved the best results, said Theuns.

    Doctoral thesis questions the mechanisms of BEE in

    tourism Congratulations to Theuns Vivian readers in the Western Cape might remember him as the general manager of the old Western Cape Tourism Board who received his doctorate (DTech) in Tourism & Hospitality Management from the Cape Peninsula University of Technology on 21 September, writes

    Martin Hatchuel. In general, he believes that his findings might be a little controversial, Because its about a principle, and the fact is that people like to apply principles when it suits them. In fact, BEE is not a punitive measure its a new opportunity to expand into new markets. In order to grow the tour-operator sub-sector and create opportunities for the expansion of BEE, government needs to provide training and education as well as dedicated incentives to help gain access to markets and capital.

    The thing is, though, that the bulk of the people I interviewed have not made use of the existing incentive schemes because theyre looking for finance for marketing and this is where SA Tourism and similar provincial bodies have such an important role to play.

    It isnt governments job to create and sell things like packages: governments job is to create an enabling environment in which the operators can do that and that often means subsidising the cost of trade shows. The second point that seems clear to me is that were making a big mistake by looking only at the numbers in BEE were not comparing apples with apples. Theres a lot of good will amongst small operators, which are predominantly white-owned. They do a lot of work in their communities, and they usually source from local suppliers wherever they can. But its difficult and expensive for them to comply or even to measure their compliance. There are so many entities to which they need to subscribe the Tourism Grading Council, the green labels that if government wants the operators to verify their BEE status, it needs to subsidise the process heavily.

    Theuns research questions the suitability of all the pillars of the tourism BEE scorecard because, he said, the scorecard was written for big business, who have the means and the expertise to put BEE into practice.

    Theuns also posed a question which must be on the minds of many small business owners: If BEE and equity are the principles through which you provide PDIs with a slice of the cake does the principle apply to 100% black-owned businesses too? You cant have an obligation that affects only one section of the economy, he said.

    So whats the answer if we want to see BEE really take off?

    We need to relook at the score card but the bottom line is that we need growth. Governments package of incentives should strive to support this to enable expansion of business, the development of start-ups, the effective implementation of BEE, and so forth. If we merely switch the hands of ownership, the nett effect wont bring change to South Africa. Look at Malaysia - they achieved their equivalent of BEE in a much shorter time than planned, and they ascribe this to massive growth. But how we achieve that well, that wasnt part of this study said Theuns.

    Martin Hatchuel is the author of This Tourism Week http://www.thistourismweek.co.za/

  • Legend Golf & Safari Resort wins double gold

    For the fourth year running Legend Golf & Safari Resort has won double gold at the prestigious World Travel Awards. The resort has been named Africas Leading

    Sports Resort and South Africas Leading Golf Resort.

    Peet Cilliers, CEO of Legend Lodges, Hotels & Resorts, said: To our staff, visitors, colleagues in the industry, suppliers and business partners we have a simple message. We are doing what we have said we will do and will continue to do it to be the best. We will drive new ideas and innovations to new levels to continue to create the finest resort in Africa.

    For more information visit: www.legendgolfsafari.com

    Gondwana wins South Africas Leading Nature Experience

    On winning the award at the World Travel Awards, Mark Rutherford, owner of Gondwana Game Reserve said; We have made a concerted effort to develop and promote Gondwanas

    complete nature experience beyond the wildlife and game drive experience. The reserves 1000-hectare protected area gives us a fantastic facility to get up close and personal with nature whether on horseback, on foot or on bike. We are truly fortunate that the reserve is situated in a Fynbos biome and feel honoured that we can help protect the critically endangered Cape Floral Kingdom.

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

    &Beyond wins five World Travel Awards

    The company was named both Africas Leading Responsible Tourism Company and Africas Leading Game Reserve Brand. In addition, &Beyond Ngala Private Game Reserve was recognised as South Africas Leading Safari Lodge, while &Beyond Sandibe Okavango Safari Lodge was honoured as Botswanas Leading Safari Lodge and &Beyond Ngorongoro Crater Lodge was named Tanzanias Leading Safari Lodge.

    Guided by our core ethic of Care of the Land, Care of the Wildlife, Care of the People for more than twenty years, &Beyond has a proud history as a pioneer in innovative conservation and sustainability, says Joss Kent, &Beyond CEO.

    For more information visit: http://www.andbeyond.com/

    ACHIEVEMENTS & ACCOLADES

    NOVEMBER 2012 11SATSA / RETOSA Tourism Tattler Trade Journal

    Kenya Tourism Board voted Africas leading Tourism Board

    Kenyas coveted World Travel Award places the country in the limelight as a tourist destination having beaten South Africa which has been topping for the last four years. Other African countries which competed with Kenya included Egypt, Namibia, Nigeria, Ghana, and Morocco among others.

    Kenya stood out for its sustained innovative and cutting edge marketing campaigns targeting both the traditional and new niche market segments, in an increasingly competitive global tourism industry, says KTB Managing Director Muriithi Ndegwa.

    For more information visit: www.magicalkenya.com

    Fancourt Singled Out Among Worlds Top 10 Golf Resorts On Leading International Travel Website

    The Garden Routes top leisure and lifestyle destination was singled out among the worlds 10 Best Golf Resorts on CNNGO, the online travel hub of Cable Network News (CNN), the worlds highest rated and most widely available cable news channel.

    Says Fancourt Director of Sales and Marketing, Carl Reinders: We are delighted with this international recognition of our golf and hospitality offering. Its especially rewarding to be handpicked among all the golf resorts globally, and this kind of acknowledgement spurs us on to continually refine our services and facilities. This is a very proud occasion.

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

    International accolades for Uthando

    At the 73rd Skl International World Congress in South Korea - Uthando was named the winner

    of a prestigious Sustainable Development in Tourism Award in the category Cities - Villages (Community and Government Projects).

    In addition, Uthando has emerged as a finalist in the 2012 Safari Awards to be announced on the 5th of November in London. Uthando also received a certificate of excellence from Trip Advisor for the feedback received from guests on our tours.

    For more information visit: http://www.uthandosa.org/

    African Pride Melrose Arch Hotel wins Taste Of Joburg

    The hotels culinary team led by Executive Chef Hanroe Erasmus won the best dish award at the Taste of Joburg in October, beating chefs from 13 other top eateries, including three-time winner and Masterchef SA judge Andrew Atkinson. Erasmus Kudu Wellington with baby spring vegetables and a port jus came out tops after voting by the 22 000 discerning members of the public who attended the 6th annual event held at Montecasino.

    A delighted Erasmus said he was humbled and gratified by the award. The Kudu Wellington is a dish that I worked at perfecting for a long time, and I think what we presented at the Taste of Joburg Festival made all the hard work worth it.

    For more information visit: http://www.africanpridehotels.com/melrose-arch-hotel.html

  • BUSINESS

    NOVEMBER 201212 SATSA / RETOSA Tourism Tattler Trade Journal

    Is there any obligation for S. A. firms to accept German Law?

    As a tour operator, hotel or lodge owner based in Southern Africa, obviously YOUR rules and regulations apply. There is absolutely no obligation on you to accept the terms and conditions pertaining to a foreign countrys law. Your services are rendered in Southern Africa and they are under the jurisdiction of YOUR countrys Law. The only time where I doubt that you can bank on your local law, is when you contract out of negligence. I guess Common Law Rights would apply in case of a dispute. Having said that, please appreciate that the foreign tour operator that markets your product abroad has to adhere to the rules and regulations that are applicable in the country where their business is registered. And should you believe that the often quoted EU directive number 90/314/EWG dated 13thJuly 1990 has been implemented in all EU member states, I have to disappoint you - implementation of the EU directive (not law, mind you), is totally different between Helsinki and Palermo. The implementation of EU-wide Cancellation & No Show Fee regulations pertaining to package tours has been left to the individual. EU member countries EU Quote: Member States should be at liberty to adopt, or retain, more stringent provisions relating to package travel for the purpose ofprotecting the consumer. Unquote. Germany has chosen the more stringent provisions.

    Your Mediating Clause is verboten in Europe

    One matter, however, on which all EU member countries - plus Switzerland - seem to have agreed upon, is the fact that no tour operator or travel agent may hide behind the mediating clause, e.g.:

    We are not responsible for this and that, and our arrangements are subject to the conditions imposed on us by the relevant third parties, acting as our agents.

    In EU-land: The party that collects the money from the consumer is responsible.

    Terms & Conditions in Tour catalogues are regulated by Civil Law

    Our powerful consumer protection organisations always insist on the maximum advantage for the end user. In Germany, advertising is regulated within two systems: statutory rules and self-regulatory codes. The codes mainly cover questions of taste and decency and some specific types of advertising, e. g. aiming at children, concerning alcohol and car advertising, and are dealt with by the

    While reading this article concerning the German Travel Contracts Act and the relevant Consumer Protection issues, kindly note that I am not a professional Legal Eagle - my views are the result of donkeys years of hands-on experience in circumventing detrimental European Union trade barriers, and is presented as an unbiased and (hopefully) understandable background to information

    concerning these tricky regulations, writes Reinhart Mecklenburg.

    An unofficial guide to:The German Travel

    Contracts Act

    German Advertising Council (Deutscher Werberat). Other matters, such as misleading statements, sales promotions, prize competitions, unfair marketing practices, price labelling and shop opening hours are regulated by law. Consequently the terms & conditions published by German tour operators are indeed regulated by Civil Law. (Not EU)

    Meet the Centre for Protection against Unfair Competition

    The most important law concerning advertising is the Act against Unfair Competition (Gesetzgegen den unlauteren Wettbewerb). It is part of civil law. Accordingly competitors, certain trade associations, chambers of commerce and consumer associations are authorised to enforce statutory law if competition rules are infringed. The most acrimonious institution which has a formal, i.e. judicially authorised, right to initiate legal action against those who infringe laws concerning unfair competition is the Centre for Protection against Unfair Competition. And thats the very organisation that presently donners the poor German tour operators and travel agents!

    Unflippingbelievable

    Consumer protection organisations have ruled that it is against the law when a tour operator publishes a late cancellation/no show fee of 100%. Allegedly even though the terms & conditions specifically say that such a tough cancellation fee is exceptional, and only applicable to certain named lodges, trains, and government rest camps who in turn impose such a regulation on the tour operator. In fact that particular rule has existed for many years and most German tour operators are adhering to it. Most definitely not all!

    Some operators especially scheduled group tour operators may have concluded special deals with their African suppliers and are able to publish late cancellation fees ( = 7 days to No Show) of as low as 60% of the tour price. However, some large operators and numerous smaller boutique-like destination specialists without any in-house legal departments fall short of adhering to the law by mistake and not by purpose. Now many of them have to face costly official warnings (Abmahnungen) from the Centre for Protection against Unfair Competition. Why, you may ask, does the Centre for Protection, etc. concentrate so much on our sunshine trade? I am not sure. Perhaps the present recession leads to a much rougher business climate and some operator predators try to intimidate their competitor(s) by launching complaints with the consumer protection associations?

  • NOVEMBER 2012 13SATSA / RETOSA Tourism Tattler Trade Journal

    BUSINESS

    A very expensive experience

    A German tour operator that gets caught has to pay the admin penalty immediately, sign and return a cease and desist document (Unterlassungserklrung), and delete/amend all faulty text copies in his catalogues and website presentations forthwith. Should the inspectors find a catalogue or a website that has not been amended as ordered, the tour operator has to pay a further penalty of 4.000 Euro. The problem is that the guns seem to be directed against the travel trade right now. It is the most critical time of the year, because all the brand new catalogues are being launched. It could well be that hundreds of thousands of allegedly illegal tour catalogues have to be destroyed and reprinted with the correct wording. Thinking of it: Perhaps its the ailing printing industry that is behind the present wave of accusations?

    The tour operators right to cancel a tour due to lack of sufficient participation

    Official warnings have recently been served on several tour operator colleagues who omitted to inform the consumer of their detailed minimum participation conditions. It is NOT sufficient to state on the General Terms & Conditions pages - mostly in the back section of a brochure - that the tour operator reserves the right to cancel a tour 25 days prior to departure if the required minimum number of XYZ pax has not been achieved by that date. Instead a detailed explanation has to appear on the very page (print as well as web) where itinerary & price are shown. Even well established tour operators fail to provide this information in their catalogues. The risk of being punished by the Centre for Protection against Unfair Competition is extremely high.

    Indemnity Forms

    In terms of German Civil Law the consumer enters into a contract with his tour operator not with the retail travel agent where he books the tour, and certainly not with you as the service supplier in Southern Africa. Even if a German guest signs one of those famous we are not responsible for forms at a safari lodge, such a document has no legal consequence in terms of the customers rights back home. His contract of carriage has been entered into with his German tour operator. In the event that a package tour tourist who claims that he/she was not properly informed by his/her German tour operator that dangerous animals may walk around the swimming pool area, he/she can sue his tour operator in the event that his/her hairy leg has been bitten off by a hyena.

    So whats all the fuss about that German Travel Law?

    Basically the German Travel Contracts Act (Reisevertragsrecht) is a set of very stringent regulations protecting the tourist against problems that may arise on a package holiday. I underline the word package, because in the event of a consumer booking a service directly with you, no German consumer protection law applies. Also of importance is the definition of a package holiday: Any two services (like airline and hotel) sold to a customer at a combined tour price is regarded as package tour. The trick of issuing two separate invoices - one for the land arrangement and one for the air ticket has been tried a lot no chance! And if an over enthusiastic retail agent still dares to put a package tour together he/she is liable to a fine of 10.000. On top of that the poor guy is fully liable for any problem that might happen on tour.

    Anyone with a PC and a 220V power supply can start a tour operating business

    Only registered tour operators are permitted to market and sell packages. Registered means that a would-be tour operator only

    has to show proof of a valid insolvency insurance. In contrast to the UK, where registered (ATOL) operators have to cough up an expensive bond guarantee, any German based Tom, Dick, Fritz & Abdul can open a tour operating business over night. No experience needed, no Pty Limited (GmbH) registration needed and no bond required. Just a valid insolvency insurance thats basically it. For low volume and ad hoc operators, insolvency insurance cover is available at about 400 premium per year. In Germany we are light years behind the British Bonding System. So admittedly there is some plausible justification for the activities of the Watchdog Association. In fact they also check whether shower lotions contain cancer causing chemicals, and whether the dosage of urine in a public pool is above the permitted limit. In all fairness - lets accord them their raison detre.

    Again: Does this law affect Southern African Suppliers?

    From a legal point of view: Not at all! But be aware: From a German tour operators point of view it means that he will choose his African partners very carefully indeed. The guys will ask you for your third party and passenger liability insurance, check whether your cars/buses have permits to carry fare paying passengers, that driving hours without regulated rests for the driver are not exceeded and if your fire extinguisher has been regularly serviced. Accommodation establishments will need to ensure that their public liability insurance covers them adequately against claims resulting from faulty equipment, slippery pool surfaces, food contamination, noise, flooding, electrical failure etc. As mentioned before: The convenient mediating clause is illegal. Hence the German tour operator is fully responsible for the services rendered by his partners and their subcontractors in Southern Africa.

    No wonder that most German tour operators prefer to cooperate with partners who are aware of Germanys tough legal requirements and whose terms & conditions are as compatible as possible with the rules and regulations in the source market.

    True: Its not the number one selection criteria, but it certainly disadvantages a supplier that sticks to his 100% cancellation charge strategy, whilst his competitor offers more relaxed cancellation conditions.

    Cancellation and No Show Charges

    The most commonly used terms are shown below. They also apply for critical* Game Reserves, Safari Lodges, Fly-In Safaris and Luxury Train Operators. As a waterproof industry example the following scale of charges has been taken from the DERTOUR Africa catalogue2009/10: until 45 days before departure 15% of the tour price 44 to 30 days before departure 25% of the tour price 29 to 22 days before departure 50% of the tour price from 21 to 0 days before departure 80% of the tour price.

    *The majority of what I have termed critical suppliers usually insist on a 100% late cancellation and/or No Show fee. Well informed DMCs are familiar with the German consumer protection laws. They can, of course, successfully convince such critical suppliers to restructure their conditions in accordance with the market requirements at the point of purchase.

    Clever clogs can get away with peanuts

    If a clever clog tourist proves to his German tour operator that the seat (bed) which he/she cancelled at short notice was sold by you to another person, he/she can get away with a tiny handling fee instead of a fixed cancellation fee. Law and justice arent the same!

  • BUSINESS

    NOVEMBER 201214 SATSA / RETOSA Tourism Tattler Trade Journal

    Of course there are loopholes and exceptions to the rules

    For example if a tour operator proves beyond doubt that his admin and other charges have been higher than above averages, he can charge more. He has to mention this clause in his terms, of course. However, this is a terribly time consuming nuisance and tour operators try to avoid this at all costs. The law maintains that any published tour price is inflated by 25% to 30% for profit and commission payments and those two ingredients are not accepted as cost items. The law makers ignored the fact that a cancelled pax has incurred as much in marketing costs, working time and processing costs, perhaps even more, than a regular client. Believe me: Every one hates cancellations and no one aims at making an unfair profit from this. In any case: Most long haul travellers take out a cancellation insurance. So the whole issue isnt really such a big deal after all.

    OK then: 100% Cancellation Charges are illegal in Germany. But where do you actually draw the line: 99%, 97%, 95%, 93%, 91%? One of Germanys most respected lawyers specialised on the travel law claims that everything above 90% is subject to legal interference from the Centre for Protection against Unfair Competition. And he added: Dont be silly and provoke these guys by publishing anything higher than 90%. In any case, our debate isnt really about how many percent, but rather about a reasonable Win-Win compromise, tailored to the specific needs of the relevant tour operator. Group tour operators and Incentive organisers certainly have different priorities to FIT specialists.

    Payment regulations

    In general a tour operator is not permitted to charge more than 20% of the tour price at the time of booking, provided the date of travel

    is further away than approximately 1 month. In case of a booking between 30 days and 1 day prior to departure, he can usually charge 100% of the tour price. Payments for package travel made by a consumer in a retail travel agency, normally goes directly to the tour operator and NOT to the retail agent (who might go bankrupt after cashing in!). Hence the good old days, when retail travel agents lived off the transit cash flow are gone! They normally claim their commission in the month after the departure date.

    Alterations and amendments

    In essence there is NO CHANCE to alter or amend price and product of a brochurized product without the risk of being sued. Whats printed in the brochure is claimable. Period!

    Last year the legislator permitted people to change catalogue prices if the operator can prove that the hotel room or tour which the clients wants to book is no longer available under the negotiated free sale agreement, and that consequently a new booking at a different price - has to be made. Not a huge improvement, but in times of flexible website presentations its about time that the legislator understands that printed brochures cannot be treated differently to websites.

    Justified price changes

    Not withstanding the above - German tour operators can only alter a price when the time lapse between date of booking and date of departure is longer than four months. Should a price hike be higher than 5% the client is entitled to cancel free of charge. Under certain conditions like a sudden VAT increase the relevant price difference may be collected up to 21 days prior to departure. After this deadline it is almost impossible to pass on any increases.

    Advertise the JNB/CPT flight on SAA but fly the pax on 1-Time Airlines

    By law German operators are NOT permitted to exchange one carrier for another without prior notice. And if a change becomes necessary the agent has to come up with a very good reason for the change. Even the type of aircraft can be part and parcel of the contract. If we say in the brochure that you fly from Eros to Etosha in a Cessna 210, and the tourist has to board a Piper, you can expect a money back complaint, because in a Cessna the tourie sits under the wings and can take mooi photos, whilst in a Piper all he sees is a shaky piece of aluminium. Indeed a 100% correct and honest product description and the relevant product delivery is of utmost importance.

    Conclusion

    Apply the good old Southern African pragmatic approach! My win-win suggestion to solve any possible problems is that you certainly dont change your normal terms and conditions that are valid for all markets - worldwide.

    However, and only on request, PLEASE consider to agree to a side letter for your German partners, reducing pax fees to a mutually acceptable level.

    I sincerely hope that I havent discouraged you from penetrating the German market. Please dont worry too much about all those strange laws, rules and regulations. Southern Africa has very unique products at affordable prices and at the end of the day: Thats what really counts.

    Reinhart Mecklenburg is a director of AfroSales Tourism Marketing Services contact: [email protected] or visit: http://www.afrosales.de

    CENTURIONTelephone: +27 (12) 653 8945Email: [email protected]

    CAPE TOWNTelephone: +27 (21) 905 0242Email: [email protected]

    GEORGETelephone: +27 (44) 874 5041Email: [email protected]

    DURBANTelephone: +27 (82) 781 6839Email: [email protected]

    2012 E-Z-GO All rigts reserved.

    SHUTTLE 02 SHUTTLE 04 SHUTTLE 06

    www.cushman.co.za

    The Shuttle 4 is the ideal choice for transporting staff as well as your guests and their luggage and golf bags. Spacious seating for four and a cargo bed ensure a sophisticated look and keep sophisticated look and keep guests comfortable while on the move.

    With room for two and an extra-long cargo deck, the Shuttle 2 is ideal for supporting housekeeping, food service and maintenance operations. Get your people where they need to be in reliable comfort and styleand style

    When groups need to get to their rooms, the pool or just want a tour around the propertproperty, the Shuttle 6 is your go-to vehicle. It has the power and payload to cruise with a full load without hesitation. The roomy Shuttle 6 is perfect for any environment where transporting people is a top prioritpriority.

  • FINANCE

    At the heart of strike action:

    Money and Financial Education

    Let me first start off by saying that this article does not condone nor support strikes in any way. This is not a debate about whether or not strikers are paid too littel or about what a living wage is. How much is enough? R10,000pm, R15,000pmmaybe in excess of R20,000pm who decides how much is enough and on what do you base

    the benchmark? asksNigel Willmott, CFP professional.

    My concern is more about what unions, employers and government are doing to help educate people about money. It is all very well that people get paid more, my concern is what people do with the money that they earn, no matter how much they earn.

    Just because you may earn more doesnt mean that miraculously your life will change. I have watched the media coverage of the strike action, listened to what the strikers have had to say and listened to their demands. Yes, maybe some of what has been said about living conditions and living wages in some instances may be true but what I have not seen much coverage about is how people [and the strikers] go about their daily lives, and how they use [and often squander] money.

    Many of the strikers [miners, truckers, textile workers and so on] are heavily indebted. Many of the strikers and indeed the South African population at large are beginning to rack up dangerously high levels of unsecured debt and credit. Yes, some may argue that because they earn so little they need a little credit to close the gap at the end of the month.

    Maybe so, but many people exhibit poor personal financial habits in the first instance such as I want it now, gambling, greed, materialism and so on. Many people land up in debt because they have abused money. Our debt predicament is often self-inflicted and as we are not prepared to change our lifestyle or our bad habits then we just spiral further into the debt trap.

    Who can then turn around and blame the employer when you are equally guilty of not looking after yourself financially by doing what you can in the bargain? It is all very well blaming the employer for your predicament and blaming the past and everybody else under the sun but at the end of the day Joe Public South Africa is also going to have to take half of the blame for the predicament that he/she is in.

    Nigel Willmott CFP is the Managing Director of motivate | today, an independent holistic financial life skills company focused on the financial education needs of employer groups, universities and schools.

    For further information visit: www.motivatetoday.co.za

    NOVEMBER 2012 15SATSA / RETOSA Tourism Tattler Trade Journal

    So when we waste money on material objects, booze, social addictions, gambling, second and third girlfriends, mistresses and so on, are we going say that it is the employers fault? Certainly not, we are going to have to get honest and say, It also starts with me.

    The South African public desperately needs many life skills. Personal financial life skills are one of these critical life skills that are needed. If people, as a start, could just master the art of running a successful personal household budget by managing their income and their expenditure then we would start to see a decrease in the dependency on credit. If we wean ourselves off our dependency on credit and we begin to free up cash flow then we can begin to move forward and save. By saving and investing we can begin to set short, medium and longer term financial and life goals. This is when we begin to break the poverty cycle and we begin to achieve financial freedom.

    Make personal financial education a priority. Remember, financial freedom, in part, starts with you. Take a good hard long look in the mirror are you perfect and faultless or are there things that YOU can do right now to make a difference in your life?

    Financial Freedom is not about how much you earn but more about how much you have left over at the end of the month.

  • CONSERVATION

    NOVEMBER 201216 SATSA / RETOSA Tourism Tattler Trade Journal

    IOTC moves to protect Albatrosses

    The Indian Ocean Tuna Commission (IOTC) has agreed to measures that, if appropriately implemented by tuna longline fishing vessels, will result in significant

    reductions in albatross mortality, writes Dr Cleo Small.

    The Indian Ocean is home to globally important populations of eight albatross species, including the Critically Endangered Amsterdam Albatross. Each year hundreds of thousands of seabirds are killed unintentionally during the course of longline fishing. This is the primary reason behind the fact that 17 of the worlds 22 species of albatrosses are threatened with extinction. Tuna longliners usually deploy several thousand hooks, attached by branchlines to a main line that can be >100 km long. Seabirds, especially albatrosses, are vulnerable to becoming hooked when they take the bait, and are drowned as the line sinks to setting depth (known as bycatch).

    Although an understanding of the scale and nature of this threat has been known for a long time, the development of measures to reduce bycatch has been slow. BirdLife International and researchers in Australia, the USA and UK have been particularly active in devising and testing technologies and fishing practices to reduce bycatch.

    In November last year, the tuna commission for the Atlantic (ICCAT) agreed to a strong set of measures (that are based on scientific evidence) that fishing vessels must deploy when working in areas where albatrosses occur. BirdLife has worked hard since then to pave the way for the IOTC to harmonise its seabird conservation measure with that of ICCAT.

    From now on, all longline vessels will be required to use two seabird bycatch mitigation measures from a choice of bird streamer (tori lines) which scare birds away from the hooks, adding weights to the hooks to make them sink more quickly, or setting hooks at night when most birds are less active.

    Concerns of fishermen centre around the addition of weights to lines, which ensures that they sink out of the reach of seabirds rapidly. Large sharks or fish can place such strain on lines when being hauled onboard that the line snaps. When this occurs, lead weights attached to the line can fly back towards the hauling station and pose a significant safety threat. BirdLife has developed a new type of lead sinker that slides off the line when it snaps, thereby eliminating the safety risk.

    After long deliberations, stretching across five days of the Commission meeting, agreement was finally reached for the new measure. Dr Ross Wanless, Seabird Division manager at BirdLife South Africa, represented BirdLife International at the meeting.

    The fact that none of the nations challenged the effectiveness of the measures proposed, and that none insisted that measures which do not have scientific support be included in the proposed measure, represents massive progress in itself. The willingness by all to find a way forward was encouraging. said Dr Wanless.

    The delegation from Japan offered US$20,000 to support training workshops for fishing skippers to ensure safe and appropriate use of line weighting measures. BirdLife International and the International Seafood Sustainability Foundation will work with Japan and other nations to secure additional funding and provide the training.

    For further information contact: Dr Cleo Small, +44 1767 693586 [email protected]

    The IUCN lists three species as critically endangered: the Amsterdam Albatross (pictured above), the Tristan Albatross and the Waved Albatross.

    Sandton Sun Gives A Hoot

    The Sandton Sun and its dedicated Green Team have proven that decadent opulence and environmental sustainability are not mutually exclusive concepts. As one of Tsogo Suns deluxe hotels to have achieved the coveted Gold Status Certification from the

    Heritage Environmental Management Company during the 2011 audit, the Sandton Sun is a pioneer in hotel greening. Through their partnership with the Owl Rescue Centre, the Sandton Sun management team has yet again proven that they give a hoot by contributing to the longevity of the natural owl population in the greater Sandton area.

    In March this year, the Owl Rescue Centre installed a Hacking Aviary on the roof of the Sandton Sun with the purpose of reintroducing rehabilitated owls that originated from the Sandton area back into their natural habitat through a soft release process.

    The Owl Rescue Centre, situated in Broederstroom close to Hartebeespoortdam, places owls in the final stages of rehabilitation in the Hacking Aviary for a period of approximately 6-weeks to assist them in becoming re-accustomed to the area as well as teaching them how to hunt.

  • More South African birds in the red

    Of the 10 064 bird species recognised by BirdLife International, the status/categories of 208 have changed. Approximately 13% of the worlds birds are now listed as threatened (Critically Endangered, Endangered or Vulnerable) as compared to 12% in 2008. Another 880 (almost 9%) have been classified as Near-Threatened in 2012.

    It is concerning that of the 208 category changes in 2012, only two changes were improvements (downlisted); whereas 180 were deteriorations (uplisted). Twenty-five changes resulted from taxonomic revisions and 63 were a result of improved knowledge of the species status, population numbers or threats faced by the species.

    The status of three bird species in South Africa has deteriorated, and they were therefore uplisted.

    White-backed Vulture Gyps Africanus, the most widespread and common vulture in Africa, has been uplisted by two categories: from Near-Threatened to Endangered. It occurs from Senegal, Gambia and Mali in the west, throughout the Sahel region to Ethiopia and Somalia in the east, through East Africa into Mozambique, Zimbabwe, Botswana, Namibia and South Africa in the south. The species is currently undergoing a rapid decline in population numbers and faces similar threats to all the other African vultures. In East Africa, White-backed Vultures are primarily threatened by poisoning (particularly from the highly toxic pesticide carbofuran); whereas in southern Africa they are utilised for the muti trade (as they are

    CONSERVATION

    BirdLife International has announced the 2012 update of the IUCN Red List for birds. This is the first update since the 2008 Threatened Birds of the World, a comprehensive

    assessment of the status of the worlds birds, writes Hanneline Smit.

    NOVEMBER 2012 17SATSA / RETOSA Tourism Tattler Trade Journal

    perceived to have medicinal and psychological benefits); and the decline and possible extirpation in West Africa has been attributed to the trade in vulture parts for traditional juju practices. Other threats include the loss or reduced availability of carrion, electrocution by powerlines and poisoning.

    Another vulture species, Rppells Vulture Gyps Rueppellii, a vagrant to South Africa, has similarly been uplisted from Near-Threatened to Endangered. This species, which is native to western, central and eastern Africa, faces a suite of similar threats to the White-backed Vulture.

    The second species, Grey Crowned Crane Balearica Regulorum, has been uplisted from Vulnerable to Endangered, resulting in a single category change. This species survival is largely threatened by habitat loss and the illegal trade of birds and eggs from the wild which has driven an especially rapid decline during the past three generations (45 years). The species occurs in eastern and southern Africa with two subspecies confined to the different geographical regions. Electrocutions and collisions with overhead powerlines are largely responsible for the highest mortality of this species in South Africa, Uganda and Tanzania. An increase in coal mining, with the resultant negative impact on our wetlands, poses a major threat of habitat loss and degradation to the Grey Crowned Crane in South Africa.

    The third species, Crowned Eagle Stephanoaetus Coronatus, a widespread species in sub-Saharan Africa, has been globally uplisted from Least Concern to Near-Threatened. This species is undergoing a decline due to a number of threats, including deforestation across the African continent.

    Both White-backed Vulture and Grey Crowned Crane are listed as Vulnerable in The Eskom Red Data Book of Birds of South Africa, Lesotho and Swaziland (Barnes 2000). Crowned Eagle has a parallel regional and global status of Near-Threatened.

    The revision of the regional Red Data Book is currently being undertaken under the auspices of BirdLife South Africa with funding from Eskom. The completion of the publication is scheduled for early-2013. Fifteen percent of South Africas 844 bird species are currently red-listed in our regional Red Data Book.

    For more information on BirdLife South Africas threatened species conservation, contact Hanneline Smit: [email protected], or for information about the revision of The Eskom Red Data Book of Birds of South Africa, Lesotho and Swaziland contact Martin Taylor [email protected] or +27 (0)11 789 1122.

    White-backed Vulture Yathin SK - WikiMedia Commons

    Gray Crowned Crane epsen WikiMediaCommons

  • SA Tourism promises shorter and more impactful INDABA in 2013

    As South Africas traditional tourism markets show strong signs of recovery and the emerging markets are showing double digit growth, South African Tourism is giving Africas flagship travel and tourism trade show, INDABA, a revamp to ensure it remains the premier platform to capitalise on resilient global travel interest.

    After extensive consultation with tourism industry stakeholders, South African Tourism has taken the decision to reduce INDABA from the usual four to three days next year, with INDABA 2013 taking place from 11 to 13 May 2013.

    INDABA 2013 will be a shorter, sharper show, geared at giving visiting buyers easy access to the widest cross section of the South African tourism industry all eager to showcase their innovative offerings and to do business in a destination which saw over 10% growth in tourist arrivals in the first half of 2012.

    While the reality of the aftermath of the global economic recession saw a decline in the number of buyers and visitors at INDABA 2012, the show retained its stature as the premier showcase. INDABA has maintained its global status as a business platform for international tour operators and buyers serious about growing their business in Southern Africas burgeoning tourism industry.

    Attracting 3 722 travel buyers and 1 458 exhibitors from every conceivable aspect of South Africas leisure and lifestyle travel experiences, the numbers were still impressive at INDABA 2012, with the overall execution of the show of a very high standard.

    South Africa offers potential international tourism buyers and tour operators a tangible opportunity for business growth, and to be a part of South Africas tourism success story. INDABA undoubtedly remains the tourism industrys premier business networking event and will remain one of the most exciting travel trade shows on the annual tourism business calendar. INDABA is not about breaking attendance records, but is focusing on attracting quality buyers, exhibitors and visitors. Although delegate numbers dropped slightly this year, we attracted a number of quality hosted buyers and exhibitors that compare favourably with 2010 attendance statistics, said Thulani Nzima, Chief Executive Officer at South African Tourism.

    Speed Marketing

    While the overwhelming call from the tourism industry in forums with previous INDABA attendees and with the Tourism Business Council of South Africa (TBCSA) was for a shorter, more impactful INDABA, major positive feedback received was on how useful the

    EVENTS

    Known all over the world for its wildlife tourism attractions and now also forging a global reputation as a lifestyle mecca and world leader in responsible tourism, South Africa continues to be a major draw-card for both

    established and emerging tourism markets, writes Allison MacDonald.

    NOVEMBER 201218 SATSA / RETOSA Tourism Tattler Trade Journal

    speed marketing sessions were in showcasing South Africas tourism product.

    In 2013 there were three speed marketing sessions, each focussing on South Africas tourism offerings in the fields of responsible and sustainable tourism; adventure tourism; and culture and heritage tourism. They were very well attended oversubscribed in fact - and proved to be an exceptionally useful business introductory service for both exhibitors and buyers. So were making them a feature of INDABA next year and will be having them on every day of the show, said Nzima.

    Another feature of INDABA will be an exhibitor workshop to discuss key tourism trends and industry updates with the worlds leading travel industry experts.

    Important for the tourism industry to note is that TOMSA levy payers will get 10% discount for the exhibition stand costs. To ensure a good quality of experience for INDABA attendees, South African Tourism has changed the registration form for INDABA 2013 to ensure products cant register as buyers, with a view to maintaining strict controls for INDABA access to ensure the events quality.

    Weve been working on ensuring we take on board as much feedback as possible on what worked and what didnt work at previous INDABAs, in order to ensure the show remains a major attraction for international visitors and buyers a crucial business networking platform for the South African tourism trade. Weve held three INDABA road shows in October in Cape Town, Durban and Johannesburg, with over 360 attendees, and there wasnt a single complaint about us reducing the length of INDABA, a decision which was in fact commended in keeping with other international shows, said Nzima.

    Of course, we are a destination known for its breath-taking beauty and wildlife attractions, but also increasingly for its lifestyle and design qualities and its global leadership in the responsible tourism and adventure arena. South Africa is also renowned for its warm, friendly, welcoming people and superb tourism service ethic and capability, all of which make South Africa an extremely attractive proposition for the global travel trade, who we are working hard on attracting to INDABA in great numbers, said Nzima.

    For more information on the show and for details on how to register to attend, visit: www.indaba-southafrica.co.za

  • EVENTS

    The TAFI convention is a major event in the tourism calendar in India, and SATSA are delighted to host it in South Africa for the first time. More than 1000 delegates (businessmen, entrepreneurs and travel agency owners), are expected to attend. Between them they are collectively responsible for 70 per cent of all the outbound long-haul tickets sold within India.

    In India, travel agents prefer to sell products of which they have had personal experience, therefore the opportunity to see and experience a wide range of South African product will give all those who participate in this convention a significant marketing edge in this growing market.

    To enable South African companies to take full advantage of this unique event, we have designed an Exhibition Area that will allow SATSA members and South African product a significant opportunity to market your wares to this influential group of travel professionals in our own back yard.

    Sponsorship opportunities exist at all levels. From lanyards, pens, pencils and notebooks to teas and lunches, water bottles and car hire. We are happy to offer part and co- sponsorships for the opening and closing events.

    For more information contact Bunny Bhoola on +27 83 632 2420 or +27 333 453175 or email: [email protected]

    The dates for the Travel Agents Federation of India (TAFI) convention in South Africa have been confirmed as 24 to 27 February 2013. The event is being hosted by SATSA and sponsored by Tourism KwaZulu-Natal, in the beautiful city of Durban, writes

    Marjorie Dean.

    HOW YOU CAN PARTICIPATE:

    ADVERTISING: The Tourism Tattler will be distributed to delegates at the TAFI Convention. Contact Beverley for special rates [email protected]: Secure your space (3m x 3m sq.) in the Exhibition Area. Forms can be obtained from: [email protected] Exhibition Opportunities brochure can be downloaded at: http://www.tourismtattler.co.za/downloads/taficonvention2012.pdf

    TAFI Convention 201324 to 27 February

    NOVEMBER 2012 19SATSA / RETOSA Tourism Tattler Trade Journal

  • HOSPITALITY

    Established in September 2000 by the Minister of Environmental Affairs and Tourism, Mr Valli Moosa, the Tourism Grading Council of South Africa (TGCSA) is the only officially recognised quality assurance body for tourism products in South Africa. Operating as a business unit of South African Tourism, the TGCSAs vision is to implement a recognisable and credible globally benchmarked system of quality assurance for accommodation and MESE (Meetings Exhibitions and Special Events) experiences, which can be relied upon by visitors when making their choice of establishment.

    The previous grading criteria were originally introduced in 2002. Inconsistencies in the application of the grading criteria and minimum requirements, coupled with inadequate management processes and systems, led to a lack of uniformity in the awarding of stars.

    The process to revise the grading system, which was started in 2008, has been extremely thorough and has resulted in world-class standards of which we as South Africans can be extremely proud.

    With the implementation of the new Grading Criteria and Minimum Requirements in October 2010, the Tourism Grading Council of South Africa (TGCSA) introduced an equitable grading fee structure in order to address the inequalities that existed in the

    previous grading fee structure, writes Des Langkilde.

    New Grading Fees

    The process entailed not only a review of the grading criteria and minimum requirements but also an overhaul of the entire operating system of the TGCSA in order to ensure a seamless process of managing quality assurance for tourism products.

    A significant amount of time and energy was spent during this process in fine-tuning the criteria to get them right for the industry. The aim was to not only ensure that South Africa can maintain its international competitiveness as a tourist destination, but indeed to show that South Africa can be world leaders in terms of quality assurance.

    We are very grateful for the cooperation and contributions of thousands of establishments and a variety of industry stakeholders, including the FEDHASA (Federated Hospitality Industry of South Africa) family of members, other associations such as SATSA (the South African Tourism Services Association), BABASA (the Bed and Breakfast Association of South Africa) and NAA-SA (the National Accommodation Association of South Africa) as well as the current Accredited Grading Assessors, said Thekiso Rakolojane, TGCSA Marketing & Communications Manager.

    This grading fee takes into account the establishments star grading level (1 5 STARS), the average room rate charged by the establishment, as well as the number of rooms, units or sites.

    TGCSA have also made a commitment that in implementing this fee structure, they would ensure that their annual grading fee increases are considerate and market related. In keeping with this commitment, the Grading fees effective 01 October 2012 have only increase by 6% in line with CPIX.

    The table of fees can be downloaded at: http://www.tourismgrading.co.za/sat/action/media/downloadFile?media_fileid=272077

    It is important for all tourism industry members to use and promote Star Graded establishments, to help bring about the highest levels of quality assurance, the best possible value for money and the recognition that customer expectations are paramount in this country.

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

    NOVEMBER 201220 SATSA / RETOSA Tourism Tattler Trade Journal

    www.sanipasshotel.co.za [email protected]

  • LEGAL

    It should be noted that all the prohibited activities addressed by the CPA that I am about to discuss, are linked to marketing, and the latter is defined as including promote and supply. These two concepts, once you read it with all the relevant definitions and associated words, are very wide i.e. promote includes advertise, display or offer to supply supply includes providing goods as well as perform or cause

    them to be performed or provided, or to grant access to any premises, event, activity or facility

    advertisement includes any direct or indirect visual or oral communication transmitted by any medium

    premises includes land, building and vehicle.

    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. As every situation depends on its own facts and circumstances, professional advice should be sought in each instance. Adv Louis Nel, BENCHMARK, October 2012.

    It means the prohibited activities pertain to most of the matters attended to daily in the travel, tourism and related industries such as incentives and events. You should objectively vet all your promotional avenues, materials and sales methodology to ensure that you do not fall foul of any of the prohibitions. The best way to do this is to list all the documents and systems that form part of your critical transactional path (CTP) and go through them with sales and marketing. This would include all advertisements (print and audio), websites, social media as well as the actual consultation process with the customer.Here is a summary of the relevant sections of the CPA namely 29, 40 and 41 i.e. your promotion and supply must not: be misleading, fraudulent or deceptive re nature, property, use,

    price, advantages or any material aspect be shock conscience be unethical or improper amount to coercion, undue influence, pressure, duress or

    harassment, unfair tactics use exaggeration, innuendo or ambiguity.Finally you must not (section 41) fail to correct any apparent misapprehension the consumer may have this entails conducting a detailed inquisitive sales process with the customer, double checking and adapting your website accordingly. Consultants must be trained to be aware and avoid all of the above, whether directly or indirectly.

    SALES AND MARKETING THE NEED FOR A NEW APPROACH TO CONSULTANT TRAINING

    PART 2 PRODUCT KNOWLEDGE AND TRANSPARENCY

    Supplier RightsThe CPA and

    NOVEMBER 2012 21SATSA / RETOSA Tourism Tattler Trade Journal

  • MARKETING

    NOVEMBER 201222 SATSA / RETOSA Tourism Tattler Trade Journal

    Following the workshop convened by the Regional Tourism Organisation of Southern Africa (RETOSA), during Indaba in May (reported on page 9 of the Tourism Tattler, July edition), a capacity building workshop was held in Maseru, Lesotho on the 11th and 12th of September to increase destination branding skills amongst RETOSA member states marketing personnel and thereby improve their capacity to implement and

    manage the regional brand, writes Des Langkilde.

    The workshop was opened by the Honourable Mamahele Radebe, Minister of Tourism, Environment and Culture for Lesotho, accompanied by the Principal Secretary, Mr. Makalo Theko. It was facilitated variously by Tom Buncle of Yellow Railroad, Prof. Ernie Heath, of the University of Pretoria, Kwakye Donkor of RETOSA and Roseana Kandulu of the Commonwealth Secretariat (ComSec).

    A total of 25 marketing delegates attended from ten of the fifteen RETOSA member states. Most were from national tourism offices (NTOs), with representatives from tourism ministries and private sector associations, and two regional organisations (Fair Trade in Tourism South Africa and Boundless Southern Africa).

    Questionnaire

    To assess their level of branding skills and experience, a questionnaire was distributed to delegates several weeks prior to the workshop to which nine of fifteen RETOSA member states responded.

    From those who responded, some useful insights were revealed: Most member states have no official destination brand strategy; Few member states have a destination brand toolkit; Few member states measure their brand impact; Only some stakeholders in member states use the national

    brand, other than the national tourism office (NTO) or national tourism administration (NTA);

    Responsibility for their brand lies (rightly) with marketing departments;

    Awareness of the regional Southern Africa brand was limited; Confidence in their ability to implement the regional Southern

    Africa brand was low; Almost all considered that the regional Southern Africa brand

    could add value to their own countries.

    The main areas of concern in relation to the successful implementation of the regional Southern Africa brand were: Need to obtain buy-in from member states; Need to avoid conflict with the national brand.

    Southern Africa Regional Brand Communications and Management

    StrategyChallenges

    During the first workshop session, each member state made a presentation on their countrys approach to destination branding and marketing and the challenges they faced from a competitive perspective. From these presentations the following lessons and challenges were apparent: The need to reconcile member states national brands with the

    regional Southern Africa brand Experience Southern Africa; Understanding the relative priorities that should be assigned to

    logo development (including straplines) and brand positioning; Engaging and achieving buy-in from key public and private sector

    stakeholders, as well as the media, is critical for the successful branding and marketing of the region;

    Achieving understanding and commitment to both national destination branding and to the regional brand from leaders particularly at senior levels in government and the tourism industry in member states. Ideally political leaders should actively endorse the brands of their respective countries, as well as the umbrella brand for the region, and be the leading brand champions in the region;

    Collaboration between neighbouring countries, where they share opportunities to offer a coherent cross-border tourism experience;

    Human and financial resources required to implement branding at both national and regional levels. Limited budgets require a smart and innovative approach to branding and marketing;

    Many destinations have similar tourism product offerings and target the same markets, but there is also a wide spectrum of complimentary experiences across the region;

    There is considerable individual and collective energy and passion in the region that should be harnessed under a shared tourism vision;

    Continuous engagement, communication and collaboration are key challenges to ensure buy-in and participation of all key stakeholder groups.

    Brand Communications Strategy

    A first draft of the Regional Brand Communications and Management Strategy was circulated to delegates at the workshop.

    The overall aim of the regional brand is to enhance the global visibility and awareness of Southern Africa as an attractive and multi-faceted tourism destination and thereby: Improve the regions competitiveness Ensure the sustainability of the tourism sector Contribute towards poverty reduction

    The key communications objectives for the Southern Africa brand are defined in the draft strategy as: The strategic aim, in terms of imple