1

JUST-IN-TIME: TOURISM Grade 12

SECTION B
QUESTION 2: MAP WORK AND TOUR PLANNING
Itinerary • The itinerary specifies all aspects of a traveller’s programme day by day
• The itinerary indicates the planned activities, accommodation, meals,
transport and optional excursions.
World Health • A specialised agency of the United Nations Organisation and its main
Organisation concern is public health
• It provides support to countries and monitors global health trends
Vaccination • A vaccination is a preparation injected into the blood stream to
stimulate a protective immune response.
• A vaccination prevents a person from being infected with the disease if
they do come into contact with it
Compulsory • Are regulated (by the World Health Organisation) according to
vaccination identified threats found in some countries
• To contain the spreading of a high-risk disease
Recommended • A precautionary measure to ensure the health of individual tourists and
vaccination are optional
Malaria • Take preventive medicines
precautions • Apply insect repellent to exposed skin
• Close windows and doors at night unless they are screened
• Sleep under a mosquito net
• Wear long-sleeved tops, trousers and socks when going outdoors during
the evening.
Valid passport • A document issued by a national government that certifies the identity
(name, date of birth, gender and place of birth) and nationality of its
holder.
Visa • A stamp endorsed in the applicant’s passport giving the holder
permission to travel to, enter, transit or remain in a foreign country
Health certificate • A health certificate is a statement signed by a health-care provider
(such as a doctor) that proves the health of the bearer of the certificate.
• The health certificate is a booklet that travellers must produce as proof
that they have had the necessary vaccinations required to enter a
country.
International • Permits a tourist to drive in a foreign country
Driver’s Permit • Provides important information to validate the South African driver's
(IDP) license in many different languages.
• Car rental companies often request a valid IDP when driving abroad
Duty free goods • Duty free goods are goods that have been purchased at a duty-free
shop on which the tourist will not pay tax at customs
Prohibited goods • Prohibited goods are goods that, according to the law, may not be
brought into a country.
Green channel • The green channel is a route located in the customs area of an
international airport for passengers who have nothing to declare (those
who are carrying goods that are within the customs limits only/not
carrying prohibited items).

ECDOE Just-in-time Tourism Gr 12

 2

Red channel • The red channel is a route located in the customs area of an
international airport for passengers with goods to declare (those who
are carrying items above the permitted customs limit and/or carrying
prohibited items).
To declare • To state officially the goods that you have brought into a country at
customs.
Daylight Savings A practice of turning the clock one hour ahead of standard time at the
Time beginning of summer to gain extra daylight hours
Advantage of DST:
• More daylight time available to spend outdoors
• More time to participate in leisure activities, e.g. shopping
• Attractions opened for longer hours
Time Zone A region of the Earth where all the countries have adopted the same
standard time
Steps to follow 1. Locate the places on a world time zone map and determine their time
when doing time zones. The world time zone map is colour coded. This means that the
zone calculations: white/grey areas on the top of the map correspond with the colour of the
country.
2. Determine the number of hours difference between the TWO places.
3. Decide if you must add (going east) or subtract (going west) the number
of hours.
4. Add/subtract the number of hours and give the answer using the 24-hour
clock. Remember to include the day or date.
5. If the calculation requires DST, first add ONE hour to the time zone of the
place that uses DST. [If New York (-5) is used in the calculation, the time
zone should be adjusted by adding ONE hour, taking New York to -4]. Then
do the calculation as usual.
6. Calculations with flying time:
If you want to determine the arrival time ADD the flying time
If you want to determine the departure time SUBTRACT the flying time
Jet lag Jet lag is a physical condition related to flying long distances over many time
zones (flying from east to west or west to east). It is related to the number
of time zones a traveller crosses and not to the length of the flight.
SYMPTOMS OF JET LAG:
• Insomnia
• Fatigue
• Irritability
• Interrupted sleep
• Discomfort in legs and feet
• Struggle to concentrate
• Constipation or diarrhoea
• Confusion and disorientation
• Dehydration
• Headaches
• Nausea
• Loss of appetite
• Dizziness
Jet fatigue • Jet fatigue is related to the length of the flight as many travellers feel
extreme tiredness after a long flight.

ECDOE Just-in-time Tourism Gr 12

 3

SECTION B
QUESTION 3: FOREIGN EXCHANGE
GDP • The value of all goods & services produced within a country in a year.
• The GDP is used to measure economic progress in a country
Multiplier effect The multiplier effect is when money, spent by tourists, filters down through
the economy benefitting other organisations
The buying power • The amount of foreign currency you can buy with your Rand is referred
of the Rand to as the buying power of the rand.
• If the rand can buy a lot of the other currency, we say the rand is strong
in relation to the other currency.
• If the rand can only buy a little of a particular currency, we say that the
rand is weak in relation to that particular currency.
If the Rand is • The foreign tourists will receive less Rand’s for their currency
strong • Foreign tourists will have less money to spend
• Inbound tourists will visit for a shorter period or will not visit at all
• Tourism will contribute less to South Africa’s GDP and the economy will
decline
• Can lead to job losses
If the Rand is weak • More inbound tourists will visit SA
• Foreign tourists get more Rand’s for their currency
• Foreign tourists have more money to spend during their visit
• Foreign tourists will visit for longer periods
• This will lead to an increase in the GDP and will have a positive impact
on the economy
• It can lead to job creation
Bank Selling Rate • The rate at which the foreign exchange dealers e.g. commercial banks,
will sell foreign currency
Bank Buying Rate The rate at which the foreign exchange dealers e.g. commercial banks, will
buy foreign currency
When doing a What is the Bank doing with the foreign currency?
foreign exchange ▪ Is the bank selling foreign currency? (BSR)
calculation always ▪ Is the bank buying foreign currency? (BBR)
look at it from the
Bank’s position
Currency rate • A currency rate sheet is a list of the rates of exchange (RoE) at which
sheet foreign currencies are bought and sold.
• This rate will determine how much foreign currency you will receive,
when you exchange your money.
Convert a major
currency to the MULTIPLY by the Rate of Exchange e.g. USD150 × 14,83 = R2 224,50
South African Rand
(ZAR)
Convert the South
African Rand (ZAR) DIVIDE by the Rate of Exchange e.g. R15 000 ÷ 16,65 = € 900,90
to a major
currency

ECDOE Just-in-time Tourism Gr 12

 4

SECTION C
QUESTION 4: TOURISM ATTRACTIONS
Tourist A tourist attraction is a place, an area, a building or an event of interest that
attraction tourists visit for its historical significance, cultural value, natural or human-
made beauty or entertainment opportunities.
Icon An icon in the tourism context is an attraction or feature that is world
famous, has symbolic value and is closely associated with a particular
destination.
PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON
WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
Sydney Opera Australia City: It is universally recognised as
House Sydney an architectural masterpiece
of the 20th century because of
its design and construction
Ayers Rock / Australia State: Uluru or Ayers Rock is a
Uluru-Kata Tjuta Northern unique, massive, round rock
National Park Territory formation composed of hard,
red sandstone. It also known as
an “island mountain” and two-
thirds of the rock is buried 5
km underground.
The statue of Brazil City: With its outstretched arms
Christ the Rio de Janeiro overlooking the city of Rio de
Redeemer Janeiro it is one of the most
famous statues in the world
and is known not only for its
dramatic location and size, but
also as a symbol of Christianity
and peace.
Niagara Falls Canada Cities: The Niagara Falls is the most
and Niagara Falls, famous waterfall in the world.
USA Ontario It is one of the biggest and
(Canada) most powerful and receives
and more visitors than any other
Niagara Falls, waterfall.
New York
(USA)
Colosseum Italy City: Rome The Colosseum is the largest
amphitheatre constructed
during the Roman Empire and
is regarded as the greatest
example of Roman
engineering and architecture.
It is nearly 2 000 years old.
Leaning Tower of Italy City: Pisa Because of its beauty and the
Pisa fact that it has tilted, this
(Piazza del Duomo) freestanding bell tower or
campanile, known as the
Leaning Tower of Pisa, is one of
the most recognisable
structures in the world.

ECDOE Just-in-time Tourism Gr 12

 5

PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON

WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
Venice Italy City: Venice Venice, a city built on 118
small islands linked by canals
and bridges is one of the most
beautiful cities in the world
and famous for its architecture
and art.
Vatican City Italy City: Rome Vatican City, also known as the
Vatican, is the world’s smallest
independent city state, the
seat of the Roman Catholic
Church and is ruled by its head,
the pope.
The Great Egypt City: Giza The Pyramids of Giza were
Pyramids of Giza constructed over 4 500 years
ago as massive tombs for the
Egyptian pharaohs. The
pyramids are symbols of
Egypt’s history and culture.
They serve as evidence of the
ancient Egyptians’ technical
advancement.
The Sphinx Egypt City: Giza The Sphinx is a huge statue of a
creature with the body of a
lion and the head of a human.
It is carved out of a single
block of limestone and is one
of the largest and most
recognisable statues in the
world, and a symbol of Egypt.

Berlin Wall Germany City: Berlin Built in 1961, the Berlin Wall
was a concrete wall separating
West Berlin from East Berlin in
East Germany. It symbolised
the division between
democracy and communism
during the Cold War.
Black Forest Germany State: Baden- The Black Forest is known for
Württemberg its beautiful scenery consisting
of mountains covered with
pine and fir trees, valleys,
lakes, mineral springs and
picturesque villages.
The Dome of the Israel City: The Dome of the Rock is an
Rock Jerusalem Islamic shrine built on a sacred
rock. It is the third most holy
site in the world for Muslims
after Mecca and Medina. The
Prophet Muhammad, the
founder of Islam, is believed to
have ascended to heaven from
this site.

ECDOE Just-in-time Tourism Gr 12

 6

PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON

WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
The Wailing Wall Israel City: The Wailing Wall, located on
Jerusalem the west of the Temple Mount
in the old city of
Jerusalem, is the holiest Jewish
site in the world.
The Great Wall of China City: Beijing The Great Wall of China dates
China back 2 000 years and is the
world’s longest human-made
defensive structure. It is not
only a symbol of China’s
history and culture, but it is
testament to ancient Chinese
determination and
engineering skills.
The Parthenon Greece City: Athens The Parthenon is the remains
of a 2 500-year-old temple
located on the Acropolis, a hill
overlooking the city of Athens,
Greece. It is a symbol of
ancient Greek civilisation and
its most famous surviving
building.
The Taj Mahal India City: Agra The Taj Mahal is constructed of
white marble. It was built by
an Indian ruler as a symbol of
his everlasting love for his
deceased wife. The
Taj Mahal is regarded as an
architectural masterpiece and
one of the most beautiful
buildings in the world.
The Blue Mosque Turkey City: Istanbul The Blue Mosque in Istanbul,
Turkey, with its cascading
domes, decorated with
ceramic blue tiles on the
inside, its courtyards and six
minarets, is considered
one of the most beautiful
mosques in the world.
The Eiffel Tower France City: Paris The Eiffel Tower is the world’s
most famous tower and a
symbol of Paris. It is the tallest
structure in Paris and the
most-visited tourist attraction
in the world that charges an
admission fee.
The French Riviera France City: Nice The French Riviera or Côte
d’Azur is one of the most
famous and luxurious coastal
resort areas in the world. It
lies on the Mediterranean
coast of south-eastern France
on the border with Italy.

ECDOE Just-in-time Tourism Gr 12

 7

PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON

WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
Mount Fuji Japan City: Tokyo Mount Fuji is the highest
mountain in Japan. This
volcanic mountain is world
famous for its near perfect
symmetrical cone shape and is
recognised as a symbol of
Japan.
Chichen Itza Mexico Region: Chichen Itza is the ruined
Yucatán remains of a large, ancient
Peninsula Mayan city. It is one of the
best-preserved archaeological
sites of the ancient Mayan
civilization.
Petra Jordan City: Wadi This desert city, hidden in a
Musa narrow valley between by
mountains, has been carved
from solid rock, making it one
of the most spectacular
ancient cities in the world.
Petra, which means “rock” in
Greek, was constructed
around 100 BC as the capital
city of the Nabateans, an Arab
tribe.
Mount Everest Nepal City: Mount Everest is the highest
Kathmandu mountain in the world. The
peak is 8 848 m above sea
level.
Mecca Saudi City: Mecca Mecca, the most sacred city of
Arabia the Islam faith, is the spiritual
centre of all Muslims. It is the
birthplace of the Prophet
Muhammad, the founder of
the Islamic faith, and the focal
point of Muslim pilgrimage.
The Swiss Alps Switzerland Area: Cantons The Swiss Alps Jungfrau-
Jungfrau-Aletsch of Berne Aletsch is a protected area in
and Valais south-western Switzerland.
This beautiful region has high
mountain peaks that are
permanently covered in snow,
glaciers and valleys.
Windmills The Area: Windmills are one of the main
Netherlands All over the symbols associated with the
Netherlands Netherlands. Not only are they
characteristic of the Dutch
landscape, they are also a
symbol of the Dutch struggle
against water.

ECDOE Just-in-time Tourism Gr 12

 8

PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON

WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
Machu Picchu Peru City: Cuzco Machu Picchu, an ancient Inca
city in the Andes Mountain in
Peru, is one of the most
important and mysterious
archaeological sites in the
world. It is also known as The
Lost City of the Incas.
Auschwitz Poland City: Auschwitz was Nazi Germany’s
Auschwitz largest concentration camp,
forced labour and
extermination camp complex
in Europe from 1940 to 1945.
Today it serves as
a symbol of the Holocaust and
humanity’s cruelty to its fellow
humans during World War II.
The Algarve Portugal City: Faro The Algarve is Portugal’s most
popular tourist region and
one of Europe’s favourite
holiday destinations. This
region is renowned for the
natural beauty of its dramatic
coastline, sunny weather,
excellent beaches,
opportunities for outdoor
activities and great food.
Alcázar of Segovia Spain City: Segovia The Alcázar of Segovia is the
most recognisable fortress
castle in Spain. It is built on top
of a huge rocky hill and shaped
like the bow of a ship. This
fortress dates back centuries
and is one of the most visited
monuments in Spain.
Bullfights Spain Cities: Madrid, The practice of bullfighting, in
Seville and which a bullfighter in a public
Pamplona display provokes and then kills
a bull with a sword, is
universally associated with
Spain’s history and culture.
Floating markets Thailand City: Bangkok The colourful and vibrant
floating markets where traders
sell their goods from their
boats on the rivers and canals
have become a symbol of the
traditional way of life in
Thailand.

ECDOE Just-in-time Tourism Gr 12

 9

PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON

WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
The Kremlin Russia City: Moscow The Kremlin is a fortified
complex of buildings in the city
of Moscow. The monumental
walls, towers, cathedrals and
palaces that make up the
Kremlin form a living museum
of Russian history, culture and
architecture. It is also a symbol
of the Russian state.
The Red Square Russia City: Moscow The Red Square in the centre
of Moscow, Russia is a large
public square surrounded by
significant buildings. It has
been the site of many
historical events since the 15th
century and is considered to be
the most famous tourist
attraction in Moscow.
Big Ben United City: London Popularly referred to as Big
Kingdom Ben, the Elizabeth Tower of
the Palace of Westminster is
recognised worldwide as a
symbol of the city of London
and the United Kingdom.
Buckingham United City: London Buckingham Palace is the
Palace Kingdom official residence and
administrative headquarters
of the British monarch. It is a
major tourist attraction in
London.
Tower of London United City: London The Tower of London is an
Kingdom ancient fortress palace
complex and one of the oldest
buildings in London. It is a
symbol of royal power dating
back to the 11th century.
Tower Bridge United City: London London's Tower Bridge is one
Kingdom of the most recognizable
bridges in the world. Tower
Bridge (built 1886–1894) is a
combined bascule and
suspension bridge in London
which crosses the River
Thames. It is close to the
Tower of London, from which it
takes its name, and has
become an iconic symbol of
London.

ECDOE Just-in-time Tourism Gr 12

 10

PICTURE OF NAME OF WORLD NAME OF NAME OF WHY IS IT AN ICON

WORLD ICON ICON COUNTRY CITY/TOWN/
AREA
The Statue of United City: New York The Statue of Liberty was a gift
Liberty States of from France to the USA. It has
America become one of the most
recognisable landmarks in the
world and a universal symbol
of freedom because it stands
in New York Harbour which is
where all immigrants to the
United States used to arrive by
boat.
The Grand Canyon United State: Arizona The Grand Canyon is one of
States of the largest gorges in the
America world. With its overwhelming
size and magnificent
landscape, it is one of the most
spectacular natural wonders
and best examples of erosion
in the world.

ECDOE Just-in-time Tourism Gr 12

 11

LOCATION OF ICONS ON A MAP

ECDOE Just-in-time Tourism Gr 12

 12

ECDOE Just-in-time Tourism Gr 12

 13

ECDOE Just-in-time Tourism Gr 12

 14

ECDOE Just-in-time Tourism Gr 12

 15

Factors • Excellent marketing of tourism products locally/or internionally

contributing to the • Sustainable and responsible management plans
success of a tourist • Efficiency and ethical behaviour of staff and management
attraction • Positive experience of visitors
• Safety and crime prevention
• General appearance and upkeep of the attraction
• Considering the needs of people with disabilities
• Universal access
Characteristics of a • Actual number of visitors exceeds the target number of visitors
successful tourist • Repeat visits
attraction • Income generated exceeds target figures
• Positive impact on local community and environment

ECDOE Just-in-time Tourism Gr 12

 16

SECTION C
QUESTION 5: CULTURE AND HERITAGE TOURISM
World Heritage • World Heritage Sites are places of outstanding universal value and have
Sites been awarded international recognition by the United Nations
Educational Scientific and Cultural Organisation (UNESCO)
The role of • Constant monitoring to maintain and protect the status of the World
UNESCO Heritage Sites
• Provide support in terms of management plans.
• Assistance with upgrading of facilities in the event of an unforeseen
occurrence.
• Financial aid is provided in cases of unforeseen occurrences.
• Engage with relevant stakeholders when the World Heritage Sites are
threatened.
• Education / create awareness
• Promote co-operation and development.
• Encourage people to nominate sites to be included in the World
Heritage Site list.
• Support countries in building public awareness for the protection of
World Heritage Sites.
• Encourage the local population to preserve their cultural and
• natural heritage.
World Heritage NAME OF WHS PROVINCE TYPE
Sites in South Cradle of Humankind (1999) Gauteng Cultural
Africa Mapungubwe Cultural Landscape Limpopo Cultural
(2003)
Robben Island (1999) Western Cape Cultural
Richtersveld Cultural and Botanical Northern Cape Cultural
Landscape (2007)
Khomani Cultural Landscape (2017) Northern Cape Cultural
Cape Floral Region Protected Areas Western Cape Natural
(2004)
iSimangaliso Wetland Park (1999) KwaZulu Natal Natural
Vredefort Dome (2005) Free State Natural
Barberton Makhonjwa Mountains Mpumalanga Natural
(2018)
uKhahlamba-Drakensberg Park (2000) KwaZulu Natal Mixed

The value of World • The sites receive national and international recognition which will result
Heritage Sites to in an increase in visitor numbers.
South Africa • An increase in tourist numbers will lead to the creation of job
opportunities due to increased demand for services.
• Tourism will generate income due to a demand for products and
services e.g. accommodation, transport, entry fees, food, drink, etc.
• Increased visitor numbers will set the multiplier effect into motion.
• Standards of living will be improved through money directly or
indirectly earned by tourism.
• There will be a boost in the economic activity lending itself to increased
GDP and benefiting all establishments in the area

ECDOE Just-in-time Tourism Gr 12

 17

LOCATION OF WORLD HERITAGE SITES ON A MAP OF SOUTH AFRICA

ECDOE Just-in-time Tourism Gr 12

 18

SECTION C
QUESTION 6: MARKETING
The importance of • Increase in annual volume of foreign arrivals to SA
marketing South • Increase in international awareness of South Africa as a travel
Africa destination
internationally
The core business • Marketing South Africa internationally as a tourism destination of
of SA Tourism choice
• Maintaining and enhancing the standard of facilities and services for
tourists
• Coordinating the marketing activities of role players in the industry
Opportunities for • ITB (Berlin)
marketing SA • World Travel Market (London)
internationally
Funding for SA • TOMSA is a private sector initiative created to raise additional funds for
Tourism’s marketing South Africa internationally.
international • Tourism businesses (e.g. accommodation, car rental, tour operators and
marketing travel agents) collect a voluntary 1% levy from tourists
initiatives • The businesses pay the levies to the Tourism Business Council of South
Africa (TBCSA) who gives it to TOMSA
• TOMSA is the administrator of the funds.
• TOMSA makes the funds available to SA Tourism
• SA Tourism uses the funds to market South Africa both domestically
and internationally.
Branding • Helps create a positive, unified image of South Africa.
• A brand that is built on pride.
• A recognisable brand to promote South Africa on an international
platform.
• It enables South Africa to function as a competitive destination in the
global arena.
• A strong brand positions our country as an attractive destination
partner for trade and investment.
• A recognisable global brand inspires positive thoughts and feelings
about the country will convince people to travel to South Africa
• It showcases South Africa’s successes and motivates investor
confidence.
Opportunities to • Tourism Indaba (Durban)
promote SA and • Getaway Show (Cape Town and Johannesburg)
the southern
African region to
the world

ECDOE Just-in-time Tourism Gr 12

 19

SECTION D
QUESTION 7: TOURISM SECTORS
Factors that • Image of the company: name, logo, slogan, website, stationary,
contribute to a marketing material, product packaging, physical appearance of
professional image business, environmental policies, customer service policies
in the tourism • Image of the staff: professional appearance, uniforms, dress code,
industry personal hygiene, grooming, interaction with customers,
communication skills
Contract of The contract of employment describes the basic conditions of employment
employment such as:
• working hours
• uniform allowances
• travel benefits
• leave
• core duties
• fringe benefits
• remuneration and deductions
• termination of service
• professional accountability and responsibility
• service ethics
Code of Conduct • Purpose: It spells out expected conduct of staff in the performance of
their duties, and guidance for staff members faced with ethical
challenges
• Value: Creates a co-operative, collaborative atmosphere; promotes
integrity in the workplace.

SECTION D
QUESTION 8: SUSTAINABLE AND RESPONSIBLE TOURISM
The three pillars of • Environment (planet):
sustainable Good environmental practices, such as resource management (energy
tourism and water), waste management (reduce, re-use, recycle), litter control,
pollution control, environmentally friendly building, promotion of
indigenous flora and control of alien invasive plants in grounds and
gardens
• Economy (profit):
The role of business. The responsible attitude of a tourism business
towards the people and environment it affects. Ways to practise it:
ownership, employment, procurement of local goods and services
• Social (people):
Considering the positive and negative effects of tourism on local
communities, culture and heritage. Corporate social investment (CSI) in
tourism, such as financial or nonfinancial support given by tourism
companies to health/sport/education/youth projects
Responsible • Codes of conduct for tourist behaviour (social, economic and
tourism and environmental): These are guidelines addressing responsible and
tourists appropriate behaviour when visiting a destination.
• How can a tourism destination attract environmentally (people, planet,
profit) conscious tourists?
• The contribution of FTTSA towards encouraging responsible and
sustainable practices

ECDOE Just-in-time Tourism Gr 12

 20

SECTION E:
QUESTION 9: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM
Global events • A global event is a happening or occurrence of international importance
because it will affect the whole world.
• A global event affects the whole economy of the country in which it is
hosted
The main • Income generation (money spent by visitors at the destination)
economic benefits • Investment in infrastructure and services (such as communication)
of global events • Job creation
• Foreign exchange income
The advantages a • Infrastructure development
global event holds • Investment
for the host • Income from foreign exchange
country • The multiplier effect
Disadvantages of • High cost of new infrastructure
global events for a • Disappointing investment and foreign exchange income
host country • Increased cost of goods and services
• Economic leakages
• Community opposition
Political situations • A political situation refers to what is happening in the politics of a
country.
• Examples: civil war, terrorism, general unrest
Unforeseen • Unforeseen occurrences are events that are unpredictable – we do not
occurrences expect or know that the event will take place.
• Examples: tsunamis, earthquakes and other natural disasters, the global
recession, diseases, accidents and economic upsets
The impact of • Destruction of infrastructure
unforeseen • Destruction of flora, fauna and ecosystems
occurrences • Cancellation of flights, rail, cruises and road trips
• Cancellation of holidays
• Fewer tourists will visit the destination
• Less revenue will be generated
• Job losses
Forms of payment • Electronic fund transfers (EFT)
when travelling • Telegraphic transfers (SWIFT transfers)
internationally • Bank drafts
• Internet payments
• Foreign bank notes (cash)
• Credit cards (Visa, MasterCard, American Express, Diners Club)
• Traveller’s cheques
• Preloaded foreign currency debit cards (Cash Passport card /Travel
Wallet/International Travel Card)
Foreign market • The portion of the inbound tourism market that is controlled by a
share specific country
Land markets • Land markets are countries where at least 60% of arrivals from the
country arrive by land (Botswana, Lesotho, Malawi, Mozambique,
Namibia, Swaziland, Zambia and Zimbabwe)
Air markets • Air markets are those countries where at least 60% of arrivals from the
country arrive by air

ECDOE Just-in-time Tourism Gr 12

 21

SECTION E
QUESTION 10: COMMUNICATION AND CUSTOMER CARE
The purpose of • To identify areas of customer service that need improvement
obtaining • To adapt service to accommodate changing customer needs.
customer feedback • Positive feedback serves as staff motivation to deliver excellent service
• It can prevent the company from losing customers to competitors
Methods to obtain • Surveys
customer feedback • Questionnaires
• Feedback cards
• Follow up calls
• SMS messages on cell phones
• Web-based responses
Positive impact of • Customer loyalty and repeat business
excellent service • Fewer customer complaints
delivery • Reduced marketing budget
• Increased sales
• Improved public image
• Edge over the competition
• More effective employees
• Motivated staff members

ECDOE Just-in-time Tourism Gr 12