MyPE

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Suggested Procedure for Tourist / Guest Cancellations

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SATSA advice on how to handle Coronavirus (COVID-19) cancellations

The Southern Africa Tourism Services Association (SATSA) has issued advice to members on how to handle cancellations saying that overall this could be a difficult and tricky situation to deal with. Try and be polite, do not fight and try explain the issue from your point of view. Explain to the guests alternative options they might have and perhaps did not consider. How this is handled is of great importance.

Suggested cancellation pointers:

  • As both travelers and tourism businesses are affected we would encourage both to act responsibly.
  • Tourism Product are encouraged to follow their standard cancellation policies (if they have).
  • Those businesses that can afford to give refunds please do so if you are willing.
  • Visitors and event organisers are encouraged to postpone rather than cancel.
  • Those wanting to cancel due to postponement of events can be accommodated when the event is rescheduled.

Additional pointers on refund requests:

International tourists:

  • International visitors should have international travel insurance and should take the matter up with their travel insurance companies, unless they are postponing and no refund is required. (This applies across the board for events, leisure and business travel etc.)

Domestic Market:

  • With regards to the domestic market travelers, it becomes a bit more complicated as travel insurance is not required.
  • We thus recommend that this should be considered on a case by case basis.
  • Tourism Product are encouraged to follow their standard cancellation policies or ask guests to postpone.•Refunds should be considered where there is a possibility and / or a relationship.

Also of vital importance is for you to check your business insurance for cover such as business interruption cover, loss of income etc. knowing what and how you can claim for would assist in dealing with these types of refunds.

Lastly please report your incidents to SATSA by completing the survey online report: https://www.surveymonkey.com/r/6BDXCJJ.

This will assist SATSA to prepare for the inevitable discussions that will be held with government regarding the impact to the tourism industry and indeed your business.

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Alan Straton

Chief Cook, Bottle Washer and Broom Mechanic at MyPE
Passionate about Port Elizabeth and definitely NOT packing for Perth. Alan's ethos is epitomised in the words of Nelson Mandela; "I have fought against white domination and I have fought against black domination. I have cherished the idea of a democratic and free society. If need be, it is an ideal for which I am prepared to die." See more articles by Alan.