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@example.comSkype: tourismtattler
EDITOR Marjorie DeanTel: +27 (0)11 886 9996Fax: +27 (0)11 886 7557E-mail: firstname.lastname@example.org Skype: satsa-comms
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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
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
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
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14 Cushman E-Z-GO20 Sani Pass Hotel & Leisure Resort21 Savage Jooste & Adams Attorneys35 SATIB Insurance Brokers40 TransMedia Barter
22Competition: Win 4 nights in Cape Town
Marketing: RETOSA Brand Strategy
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From the Editors Desk
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.
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 t