SATSA (Southern Africa Tourism Services Association)
Over the last 3 years Self-drive Southern Africa have been a member of SATSA (Southern Africa Tourism Services Association)
and we therefore have to and comply to the very high standards of the SATSA CODE OF CONDUCT. Self-drive Southern Africa
is also financially BONDED with SATSA (Southern Africa Tourism Services Association).
All Members of the Southern Africa Tourism Services Association (hereinafter referred to as Members / Tour operator)
shall comply with the Association's Code of Conduct as hereunder:
1. AIMS:
- To ensure that the public receive the best possible service from Tour operator.
- To maintain and enhance the reputation, standing and good name of the Association and its Membership.
- To encourage the continuous growth and development of the Tourism industry consistently with the above aims.
2.PRINCIPLES:
- This code is designed to regulate any activities of Members between themselves and members of the public;
between themselves and both non-members and member Principals; between themselves and their fellow
Members and between themselves and other travel concerns.
- This code recognises and embodies the relevant parts of all acts of Parliament and Government regulations
which relate to the travel industry as well as the codes and regulations of recognised organizations or associations
such as the Advertising Standards Authority, which shall regulate the standards and practices of Members in relation to advertising.
- This code recognises the necessity for enforcement of its standards and practices and embodies measures
and procedures by which Members can uphold observance of the Code under the authority of the National Executive Committee of the Association.
3.CONDUCT BETWEEN MEMBERS AND THE PUBLIC:
Standard of Service
- Tour operator shall maintain a high standard in serving the public and shall comply with all relevant statutory requirements.
- Tour operator shall make every effort to ensure that accurate information is provided to enable clients to exercise an informed
judgment in making their choice of facilities.
Advertising
- No advertisement, document, website, email, statement or other publication, whether in writing or otherwise,
shall contain anything which is likely to mislead the public.
Alterations to or Cancellation of Tours or Travel Arrangements by Members
- When alterations are made to travel arrangements for which bookings have already
been accepted, tour operator shall inform their
clients immediately they are advised of the situation by a Principal,
or another travel concern and act as intermediaries between such Principals
and their clients in any subsequent negotiations.
- The tour operator shall only cancel a tour or travel arrangements if final payment
has not been made; and only after the balance of payment has been made if it is necessary
to do as a result of hostilities, political unrest or other circumstances amounting to force majeure.
- If the tour operator has to cancel a tour or travel arrangements as the result of circumstances amounting
to a force majeure, he shall inform agents and direct clients without delay and shall offer clients the choice
of an alternative tour or travel arrangements, at least comparable in standard, if available, or alternatively
a prompt and full refund of all money paid less reasonable expenses.
Should a material alterations become necessary to a tour or travel arrangement for which bookings have already been made, the
tour operator concerned shall inform clients without delay and shall offer such clients the choice of either accepting the alteration,
which must be of comparable standard, or of receiving a prompt and full refund of all money paid, less reasonable expenses when
the alteration is due to circumstances amounting to force majeure.
Cancellation by Clients
- The tour operator shall clearly state in his booking conditions the amount of the cancellation
fees which the client shall be liable to incur, as well as the terms and conditions under which the
client shall be liable to incur such fees.
Complaints
- Complaints shall be dealt with promptly and efficiently and in the event of a dispute with a client,
every effort shall be made to settle the matter amicably and as quickly as possible. Where complaints are
of such a nature that reference to a Principal is necessary, the tour operator shall use his best endeavour,
acting as intermediary, to bring about a satisfactory conclusion.
Transactions and Correspondence
- Transactions with clients shall be treated as confidential and correspondence shall be dealt with promptly.
- Tour operator shall give a full service to the Principals they represent and shall conform
to all lawful and reasonable instructions issued to them as agents of such Principals.
- Tour operator shall always carry out contractual obligations in an honourable manner and observe the Code of Good Business Practice.
- Tour operator and their staff shall make themselves conversant with the tariffs, rules and regulations
of the Principals with whom they have dealings and visa versa.
- Tour operator should accept or release accommodation and other reserved services as quickly as possible
and within the periods stipulated by the Principal.
- Tour operator shall endeavour always to adhere to truthful statements and to good taste
when called upon to express opinions of any other travel organisation.
- Tour operator will always settle supplier's accounts promptly and within the period specified of payments becoming due.
- Whenever a complaint or grievance by a client involves any Principal, Tour operator
will give the Principal concerned every opportunity to make a full investigation before
taking any action against the Principal or seeking to publicise the grievance.
4.CONDUCT BETWEEN TOUR OPERATOR AND FELLOW MEMBERS, RETAIL TRAVEL AGENTS AND OTHER TRAVEL CONCERNS:
- Tour operator should endeavour to use qualified guides and other SATSA members as business partners whenever possible.
- Tour operator shall deal fairly with one another and shall not damage the reputation of, nor disparage the business practices of or services offered by fellow members.
- Tour operator providing tourism transport services will not operate any services unless fully authorised
to do so and unless licences for the conveyance of tourists, issued by the Operating Licence Board are held.
- Tour operator will not use the services of transport operators who do not have the necessary licences
to operate tourist services requiring the authority of the Operating Licence Board
- Tour operator shall not allow non-licensed companies or individuals to utilise their licences with
the object of circumventing the Operating Licence Board regulations.
5.INFRINGEMENT AND ENFORCEMENT:
- Any Member becoming aware of unethical practices on the part of fellow Members should advise the National
Executive Committee of SATSA, providing full information and evidence of the alleged malpractices.
- In the event of an infringement of this Code of Conduct, all facts pertaining to the alleged infringement
will be fully examined by the Association's National Executive Committee.
- The Member against whom an allegation has been made shall provide, at the request of the National Executive
Committee, such further information or documentation as may be required within such period as may be specified.
- The National Executive Committee shall, before reaching any final conclusions,
give the Member concerned the opportunity of making representations either personally
or in writing in cases where disciplinary action if imposed can result in a reprimand and, or, fine or expulsion.
- The National Executive Committee's decision in regard to a reprimand,
fine or expulsion shall be taken in terms of the Constitution and shall be binding on the Member concerned.
6.CHANGES TO TOUR OR FACILITIES:
-
The tour operator reserves the right to cancel any tour, within its absolute discretion as a result of hostilities, political unrest
or other circumstances amounting to force majeure.
- If the tour operator has to cancel a tour or travel arrangements as the result of such circumstances
then the tour operator offer the tour member without delay the choice of an alternative tour or travel arrangements,
at least comparable in standard, if available or alternatively a prompt and full refund of all money paid less reasonable expenses
- In the unlikely event of there being an unscheduled extension of the tour as a result of flight delays, bad weather, strikes or
any other cause reasonably beyond the tour operator's control, the expenses relating to such unscheduled
extension, rescheduling or restructuring of tour, are for the tour member's account. The tour member is accordingly
advised to insure against such an eventuality.
7.GENERAL:
- Members shall familiarise themselves and their staff with the provisions of this Code of Conduct.
- Members shall observe not only the letter but also the spirit of the Code of Conduct and its ethics
and ideals thus giving true significance to the aims and objectives of the Association.
- All advertising material and brochures produced by Tour operator must indicate membership of the
Association and carry the SATSA logo. Tour operator must also display the SATSA insignia in a prominent position in their business premises.
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