Dealing with Asian source markets can be challenging but obstacles are not insurmountable.  Tourism Update spoke to stakeholders who indicated the following pitfalls that must be negotiated.

•             The greatest challenge, according to SA Tourism’s Beijing representative, Bradley Brouwer, is insufficient direct airlift, hampering growth of the market. “SA Tourism will keep working on collaborating with airlines and inter-governmental organisations to improve the transportation convenience for Asian travellers visiting South Africa,” he promises.

•             Visas and arrival inconveniences are issues that confront many markets visiting South Africa as a tourist destination. Brouwer points out that Japanese and Korean travellers are visa exempt, however they face long queues on arrival while biometrics are being captured and the Department of Home Affairs works with limited staff numbers. 

“China is a huge and very competitive market,” Brouwer says. “Our competitors, including Australia and New Zealand, have already implemented three- to five-year multiple-entry visas for Chinese travellers. Morocco has just implemented visa-free entry for Chinese tourists and is experiencing huge growth. More favourable visa policies are needed from South Africa to help create a more seamless and welcoming experience for Chinese tourists or we will be losing market share.”

In Taiwan, points out Your Africa’s Masa Yamawaki, the number of visas that can be issued by South African issuing authorities is limited to the number of appointments available in a day, presenting a struggle for clients.

•             Most stakeholders agree that there is a dire shortage of guides in South Africa who speak Asian vernaculars. “We have to fast-track the process of language training for Mandarin-speaking guides as a top priority and the Department of Tourism is currently leading the way with a group of 20 learners in Beijing,” says Brouwer.

Similarly, engendering a better knowledge of Asian cultures among the local trade would be helpful. “Knowing more about their culture would enable us to show respect and kindness through culturally appropriate behaviour and gestures, and we are making an effort to become more knowledgeable in this regard,” says Rhino Shuttles’ Liby Nel.

•             Appreciating the Asian traveller’s desire for constant communication with family, friends and businesses back home would also make for happier Asian clients. “Remaining in touch electronically is important for the Asian traveller and all our vehicles have USB ports where they can charge cellphones and tablets. We don’t have WiFi available in all our vehicles yet, but are looking into providing that in the foreseeable future,” says Nel.

•             Yamawaki, who works with South East Asian markets, points out that they are detail specific and don’t like changes once arrangements are confirmed.  He recommends that service providers and product owners do likewise – be detail specific from the quotation phase until the client leaves South Africa.

•             Fitting all their requests into an itinerary is another concern, says Yamawaki, as the duration of stay by South East Asians is typically shorter than other markets.  Service providers must create itineraries that are realistic for the stay duration, he advises.

•             Creating a repeat market for South Africa is another challenge, Yamawaki says, and one that Your Africa is trying to develop by creating interest in new activities and attractions. South Africa is often one of the last destinations chosen by older generations of Asian travellers – one they visit after they have ticked off all the others on their list.  “By creating interest for the younger generation, we would be able to get them to South Africa at a younger age, which would allow them to visit South Africa more than once during their lifetime,” he says.

Yamawaki’s colleague dealing with the Japanese market, Takayuki Suzuki, says Japanese repeaters are showing interest in Botswana’s Okavango Delta and the Lower Zambezi in Zambia (the standard Japanese itinerary is Cape Town and Victoria Falls or Cape Town with Kruger). But lodges in these countries have terms and conditions too strict for Japanese travel laws. 

For example, Japanese travel law holds that consumers have the right to cancel bookings 30 days prior to departure without incurring cancellation fees. Japanese travel agents are thus hesitant to pay the non-refundable deposits charged by most lodges in Botswana and Zambia, on behalf of their clients, and risk not recouping the money.  

“We are constantly negotiating with suppliers to relax their terms and conditions slightly to accommodate the Japanese market,” he says.

•             Availability can be an issue with hotels across the country, especially in seasonal peaks.

Notably, this affects the Japanese market.  Says Suzuki: “Travel agents in Japan publish brochures every six months, meaning they can only block accommodation from six months in advance.”  Japanese travel agents are being encouraged to book longer in advance, however this behaviour will take time to change.

 “An important requirement remains accommodation venues that allow own chefs to prepare meals,” highlights Fanie van Zyl of SA Coach Charters and Bus Rentals. The preference for national cuisine is particularly noted among Indian travellers.

•             Van Zyl says some Asian groups “are also not fond of gratuities for drivers as they believe the product pricing should include the same”.