Author: Manifest Destinations Group

 

There seem to be three types of destinations: places that allow uncontrolled tourism, places that manage their tourism, and places that just don’t want tourism. There are good and bad to the first two. Uncontrolled tourism leads to over-tourism, which, while a boon to the local economy, can bring intended consequences such as rising prices, obnoxious tourists, and local resentment. Managed tourism is often found in more ecologically sensitive places where the primary resource isn’t a good time but an authentic experience with nature, and they work hard to preserve that nature as the number one tourist draw. The third, however, is places that just don’t want tourism, no matter what they say. As we expanded manifest destinations tour offerings, we’ve encountered all three, and the most frustrating is the destination that says they want tourism but does everything they can to discourage it.

One example of a destination that discourages tourism is Guyana. Although there are no laws prohibiting tourism, and they are trying to develop it, the problem is more a matter of disorganization that discourages tourism. We worked for months trying to set up a program in Guyana and ended up frustrated, annoyed, and with nothing but lost time. The disorganization we encountered was not only a waste of our time but also a hindrance to the development of tourism in the country. We started as most tour operators would by contacting the national tourism authority, and in a small country, we don’t think it should be that hard. We told them who we were and what we were looking for, and they were very receptive to us, but then the problems started. We asked what activities there were and what operators were covering those activities. We asked about transfer companies and guides that could handle our clients and accommodations that would be suitable for our clients.

They responded that they’d arrange a large meeting, and we’d have to come to Guyana to meet them. Now, any company that cares about its time and budget isn’t going to fly down without having meetings and site visits scheduled back-to-back so we’re not wasting time meeting operators who may or may not offer what we need. So, we asked for a list, but the tourism authorities said that they couldn’t give us a list because privacy laws forbid them from giving out names of ground operators. We asked if we could just provide our information and have that forwarded to those operators. We were told that our 20-year-old agency hasn’t been vetted yet so they can’t forward our information to anybody. The only way for us to contact the ground operators is to fly in and they’ll arrange the meetings and if it isn’t what we’re looking for, well, we can just fly back and meet more operators. It’s almost like they were trying to build their entire tourism industry by having us fly back several times, and if we didn’t find what we were looking for, well, they made their money because we came several times to visit. Needless to say, we walked away from that one, disappointed and annoyed. 

Another example of discouraging tourism is not through disorganization but through too much organization. We’re talking about Tunisia. A relatively unknown yet perfect destination for the US market that fits perfectly with our SaharaTrek tour operation, we were excited to add the country to our tour catalog. With several offices worldwide and their aggressive marketing at trade shows, we thought it’d be easy. Man, were we wrong!

SaharaTrek has a specific formula for our success over the past 20 years. We hire the transfer company and drivers directly and have a stable of reliable, professional guides that our clients rave about. We use accommodations that are personally chosen to match the needs of our clients perfectly, and we offer itineraries that are both fixed and fully customizable. We know the price of every service and every accommodation. We know the distances between destinations and what there is to do like the back of our hands. Because of that, we can create and price a tour for our clients and have the itinerary and accurate prices to them within two hours at most. Those are the conditions we brought to the Tunisian tourist office. It’s lots of work for us, not much for them. Unfortunately, it’s also illegal in Tunisia.

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According to regulatory procedures in Tunisia, you must work exclusively through a Tunisian tour agency to organize tours. So, once we create an itinerary for a client, we have to forward it to the Tunisian agency, which will then submit it to the Tunisian tourist office for approval (however long it takes). After that, the Tunisian operator will send it back to us at a non-negotiable price. Each group of tourists must be accompanied by an approved tourist guide that the Tunisian agency selects to guarantee better supervision and security of the routes (sounds like you’re traveling with a “fixer” or “combat accountant”). We would be allowed to choose the accommodations, but they must also approved by the tourist office. It sounds like we’re running a tour to Afghanistan instead of “tourist-friendly” Tunisia.

So to run a tour to Tunisia, we have to:

  1. Slow our response time to clients requesting a quote to days, not hours
  2. Have no control over the quality of the tours
  3. Risk our name and reputation with a company that couldn’t care less because they’re guaranteed work by law.

We did some research and asked around if there’s other countries with this level of control over tourism. The old timers mentioned the old Soviet Intourist. The more contemporary advisors mentioned another destination almost in lockstep with Tunisia. The government tourism agency controls, watches, and carefully plans every movement. Check. Only their selected and approved guides will show clients around. Check. Forget any notions of modifying your tour. Check. Travel throughout the country is only possible as part of a guided tour. Check. Independent travel is not permitted. Check. You must not leave your hotel without a guide, you will not be allowed to travel on the public transport system, and you and your guide will be punished if you infringe the rules. Not that bad yet. What country is this? North Korea!

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So there it is. It is a great destination but is held back by bad policy. Things will either get better and more in line with international standards, or they’ll get worse and turn into Lybia. Place your bets!

Travelers v. Tourists

There’s a difference between a “Traveler” and a “Tourist.” The short explanation of the difference is that a Traveler allows themselves to be changed by the experience. A Tourist expects the experience to change for them.

Travelers expect that the destination will be different. Different sights, sounds, smells, tastes, and culture. They embrace that they’re in someplace new and enjoy the differences. A Traveler expects to learn from a place and is open to being changed by it. For them, travel isn’t a world of make-believe and dress-up but seeing others’ lives and what makes them unique in the world. The Traveler is the ultimate bridge of understanding and respect between one culture and another.

Tourists expect a cookie-cutter experience. Everything and everybody is there to serve them. Hotel rooms are the same wherever they go, with the same amenities. Meals always taste of home. Clean streets with a Starbucks on every corner. And smiling locals selling Chinese-made nicknacks. Tourists dress how they want, act how they want, talk loudly, mock the locals, and get angry when they’re stared at or even told “no.”

Screaming tourist in a Moroccan Souk

Speaking from experience:

After 25 years in the travel industry, we’ve seen the differences firsthand.

  • We’ve had clients stay in magnificently restored 16th-century palaces, only to complain that the songbirds in the courtyard were noisy and the TV didn’t get CNN.
  • I had a group of Chinese tourists go to restaurants and only order hot water… that they’d then use to reconstitute the MREs they brought with them from China (for every single meal).
  • A group of women travelers complained that they were getting rude looks and catcalls as they walked around rural Morocco wearing booty shorts and tank tops (even though we tried to educate them before they departed).
  • The list goes on and on and on.

A New Type of Tourist

Drag Queen Pattie Gonia named 'Traveler of the Year' by National GeographicRecently, there’s a new, even more destructive type of Tourist, one that National Geographic recently named a “Traveler of the Year,” the LGTBQ+ drag queen. That’s right. A man with a mustache in a dress. “As founder of the nonprofit Outdoorist Oath, she brings the queer community together in the parks and wild spaces of Oregon, her home state.” And what is the Outdoorist Oath? It’s pretty much labeling places as racist, homophobic, and filled with imaginary microaggressions. This in and of itself isn’t a bad thing (even if their view is one of constantly looking for reasons to be offended). Anything and everything that brings people out of their comfort zone to expand their horizons in ways they feel welcome is a good thing. But like every bad trend, it starts with one place and then begins to creep into others. A few months later, it’ll grow, expand, and then (surprisingly) start to cause problems across places and industries that wouldn’t have been thought possible when it all started (“Bake the Cake or Else”). Can you imagine a Drag Queen walking through the streets of any Muslim (and others) country demanding that they change everything about their culture to suit them?

Worth the Risk?

Manifest Destinations Group, Inc. has long been known as a reliable partner for our clients and the places our clients travel to. We respect the people and places our clients travel to and, in so doing, have created a level of trust and access that our clients benefit from. What would these places and people think about us if we started having clients who not only disrespect the local culture but openly mock it traveling on a tour under our name? Future clients will lose the welcoming environment our agency has worked so hard to establish, and our partners on the ground will go from welcoming to downright hostile.

And what of the clients who are demanding traditional local culture accept them like they were accepted at home? They won’t have a good time on our tours, at least. At most, they might be harassed and even assaulted. While a lousy time only leads to bad reviews, having any client harmed on a tour is every operator’s worst nightmare. We put plans and people in place to do our best to mitigate any risk, but what happens when the client openly ignores your advice and goes out of their way to create dangerous situations? It’s easy to foresee not only a personal lawsuit but also investigations and lawsuits from a veritable alphabet of government agencies from city all the way to federal with unlimited budgets hell-bent on destroying your business in the name of pandering to someone who made a very obvious mistake.

Damned if you do…

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So what can we in the travel industry do when confronted with a client who demands a destination change to accommodate them? Signed waivers often aren’t worth the paper they’re printed on, even if they are notarized, carved in stone, and blessed by the Pope himself. Do you refuse to sell them a tour, setting yourself up for an attack from the very same alphabet agencies that would go after you if your clients were assaulted while intentionally offending the locals?

I wish we had the answers, but this bad trend is so new that it hasn’t even made it to the courts yet, but we’re confident it will.

When the Apple Rots

Recent developments in the state of New York should cause panic for anyone and everyone selling travel services to any New York resident. In front of the global media, we’ve seen the attorney general of New York prosecute, seize, and fine a business that has done nothing wrong. There was no victim or fraud, and the contract terms were honored 100%, but yet, the state of New York has seen fit to attack an honest business. Why? Because they can.

63(12)

Why can they? New York 63(12) refers to Section 63(12) of the New York Executive Law, also known as “63 12” or “63(12)”. It grants broad powers to the New York Attorney General to investigate and prosecute cases of alleged civil fraud. The law, often referred to by its shorthand, 63(12), which stems from its place in New York’s rule book, allows the state to find fraud even when there’s no evidence or even a victim. And there doesn’t even have to be an incident of fraud, but only to show that conduct created “an atmosphere conducive to fraud.” An atmosphere of fraud?!?

Here’s a breakdown of 63(12)’s key features:

Purpose:

  • To combat persistent fraudulent or illegal business practices.
  • To protect consumers and the public from harm caused by these practices.

Powers granted to the Attorney General:

  • Investigate potential violations through subpoenas and other tools.
  • Seek court orders to halt fraudulent activities and obtain restitution for victims.
  • Impose damages and penalties against those found to have violated the law.

Key points to remember:

  • 63(12) applies to businesses, not individuals.
  • It broadly defines “fraud,” including deceptive practices, misrepresentations, and unconscionable contracts.
  • It has been used in high-profile cases, including investigations against The Trump Organization and Martin Shkreli.

Truth in Travel Act

Now, let’s add on New York’s Truth in Travel Act. Found in Article 10-A of the General Business Law,  it supposedly aims to protect consumers when dealing with travel agents and promoters operating within the state. Here’s a breakdown of its key aspects:

Who it applies to:

  • Travel agents: Individuals or businesses selling travel services like vacations, tours, or cruises.
  • Travel promoters: Individuals or businesses advertising or promoting travel services on behalf of agents.

Key requirements for travel agents and promoters:

Registration

  • They must register with the New York State Department of State and display their registration number in advertising.

 Disclosures

    • They must disclose certain information upfront, including:
      • Full name and business address.
      • Whether they act as a principal or an agent.
      • Any limitations on their services or authority.
      • Any affiliations with specific suppliers or brands.

Prohibited practices:

    • They are prohibited from engaging in deceptive or unfair practices, such as:
      • Making false or misleading statements about prices, services, or destinations.
      • Failing to disclose cancellation policies, refund procedures, or other important terms.
      • Bait-and-switch tactics or using high-pressure sales tactics.
      • Failing to deliver promised services or providing them below advertised standards.

We’re in the business of travel, not law

So what are sellers of travel to think? There’s a patchwork of laws, none of them very clear, and it really doesn’t matter anyway because they can sue you for whatever they want whenever they want, regardless of where you are. After all, you sold something to a New York resident. So we have to ask ourselves, is it worth it? Businesses seem to think it’s not to the point where New York Governor Hochul says law-abiding businesspeople have “nothing to worry about” after questions on the state’s commercial climate. It’s funny how “nothing to worry about” and “really an extraordinary, unusual circumstance” become commonplace after it’s found to be an effective tool to punish whoever you want. (Remember 14 days to flatten the curve?)

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Is it worth it?

That’s for you to decide. Do you need a couple of $1000 in sales from a New York client more than you want to avoid unlimited prosecution from the state, costing you millions in fines and possibly your business? Do you want to spend thousands or tens of thousands of dollars working with an attorney creating a travel contract only to have it ignored completely should the client complain that the soup was cold or the state decides that they just didn’t like you? Here in our humble shop, we’ve decided it’s not worth the risk. If they can take on billionaires with impunity, imagine what they can do to the small seller of travel. New York has become a third-world dictatorship outside the rule of law and contract, and we have worked too hard to get where we are now to see it erased.

When Travel Lies

Pretty pictures, flowery language, and the promise of lifetime experiences! Throw in a few media influencers, and it’s all the marketing that a destination needs to attract travelers. But what happens when it’s all a lie? How does it affect not only that single destination or operator but all destinations and all operators? What happens to trust when the untrustworthy are spewing nonsense to the trusting? Where’s the line between positive marketing and outright fraud?

When Influencers Attack!

Gone are the likes of Rick Steves and his fantastically perfect trips. And the more realistic Anthony Bourdain: No Reservations.  They’ve been replaced by Instagram, Twitter, TikTok, etc., filled with “influencers” that crank out products without any real clue about what they’re doing. Their existence depends on clicks and clicks and clicks only. The more they get, the more businesses will hire them to say good things.

The audience woke up to the fact that entitled “influencers” actually have very little qualification to tell their audience what to buy, where to go and what to think, simply because they take set-up pictures. And, rightly so, people have woken up to this reality – Forbes

But what happens when everyone else believes the uninformed options of influencers? Well, that was best summed up by a tourist and vloger named Lexi Jordan.

The best quote from her vlog is, “Every single influencer and TikToker who put the Amalfi Coast on my for-you page over the last two months deserves jail time. It’s impossible to get here.” She goes on about getting there, lack of infrastructure, stairs, etc. She was roasted for not doing her research before she went, but in the age of the influencer looking for clicks, who cares? Pretty pictures, background music, and glowing reviews are all it takes. Can’t blame her, though. Who wants to read tiresome travel reviews and research hotels, weather, culture, etc.? Besides, they’re just influencers looking for clicks (and promotion of their sponsors)

Tour Operators Gotta Operate

Influencers can be excused because they don’t know what they are doing. But what happens when the people and businesses that are supposed to know better lie? Yes, we all have to make a living, but at what cost? When one of us breaks the trust of the traveling public, we all pay the price.

The best examples can be found on LinkedIn, where even the smallest operator can pitch to the public. Here are some of the destinations they’re pushing hard to bring clients to:

Iran

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Operator 1

#Iran, Friendly #faces, Open arms, #Ancient #cultures, Timeless charms
#viajes #tripadvisor

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Operator 2

Iran in 7 days is a way to visit Iran as it enables everyone visiting three major touristy cities such as etEsfahan, #Shiraz and #Tehran.

EU urged to clarify if states are funding mass executions in Iran | The ...

The reality

Do not travel to Iran due to the risk of kidnapping and the arbitrary arrest and detention of U.S. citizens. Exercise increased caution due to wrongful detentions.  

Ethiopia

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Operator 1

Ethiopia — and coffee was born
Our experience was one of deep hospitality, a long, proud culture, and warm and welcoming people… https://lnkd.in/gA2Arr2m
#onebiggislandinspace #coffee #BIGGBY #farmdirect #travel

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Operator 2

19 endorsed and sustainable inbound tour operators in Ethiopia, all on EthiopiaSpecialists.com. Learn more how to get in direct contact with our travel specialists.

#Ethiopia #sustainable #tourism #travel #collective #Africa

Ethiopian Christians executed by ISIS - CNN Video

The reality

Reconsider travel to Ethiopia due to sporadic violent conflict, civil unrest, crime, communications disruptions, terrorism and kidnapping in border areas.

 

When the government lies

The last thing you’d expect is blatant lies from government agencies promoting tourism. They almost want you to ignore what you read, hear, and see, but come and visit anyway. The best example is San Fransisco!

 

Now for the reality.

“Honesty is the best policy.”

Just be honest

In the information age, everything can be fact-checked. And you should expect everything to be fact-checked. Every lie and omission will hurt your reputation.

This is especially true when it comes to travel. People want to know where they are going and what they can expect. They want to be safe. So if you are a travel company, it is essential to be honest about your destinations.

If a destination is not perfect, be honest about that. Talk about the places clients will go (and won’t go) and what you offer to keep them safe. For example, if you’re promoting a trip to a destination, be honest about the crime rate and the health risks. But also talk about what makes the destination special, such as the culture and the natural beauty.

By being honest, you will build trust with your clients. They will know they can rely on you for accurate information. And they will be more likely to book a trip with you.

The Credibility Gap in Travel

Thanks to the internet (WordPress specifically), everyone can now have their own website past a free page on Facebook. That’s great news for the travel industry as now anyone with dreams of becoming a rich and famous tour operator can get their message out to the world. From a large city to a tiny hamlet in the middle of nowhere, travelers can find you, and hopefully, you’ll be doing what they want to do in a place they want to go. But do you have credibility so travelers will send you money?

But as the number of tour operators expands, credibility shrinks, starting with choosing business names. For example, travelers want to go on a Kenyan Safari. KenyanSafari.com is long taken. So, as you scroll down the list of what’s available, you end up with KenyanSafariBestAwesomeTour.info. It doesn’t inspire confidence when your name comes up in the search engine (if it even does), but it’s all you have, and the rest of your operation runs like a top. If travelers only gave you a chance, you know they’d love it.

But for travelers, this is more a concern than an opportunity to discover something new.How to get Credibility

Credibility Problems with the unknown

Safety and security concerns: Booking travel with an unknown company can make it difficult to know if the company is legitimate or if they have your best interests in mind. As when the local clinic they take you after you’ve been bitten by a lama to runs out of Band-Aids, and they have to use duct tape to patch you up.

Lack of customer service

If something goes wrong while traveling, you may not have access to the same level of customer service that you would expect from a more established company. This can make it more difficult to resolve any issues that arise. Such as when you accidentally offend the locals by wearing your shoes indoors or using the wrong fork at dinner, and now you’re the village outcast, forced to wear a grass skirt and perform a ritual dance for your supper.

Language barriers

Communication can be challenging, especially if you don’t speak the local language. Booking travel with an unknown company can make it more difficult to communicate effectively with the company and with locals, even navigating the area. Fortunately, the language barrier leads to some hilarious misunderstandings, like when you ask for a glass of water, and they bring you a live fish.

Limited options

There may not be as much tourism infrastructure when you travel into the unknown with the unknown, which can limit your ability to customize your trip or find unique experiences. Such as, instead of a luxury bus, you end up riding on a rickety donkey cart with a driver who plays “The Macarena” on a worn-out boombox the entire journey. Or your hotel room turns out to be a hammock strung between two coconut trees, with the ocean lapping at your feet and the howler monkeys slinging poo at you for your wake-up call.

Credibility in ReviewsLack of (or fake) reviews

Booking travel with an unknown company may mean no reviews are available to help you make an informed decision. This can make it more difficult to know what to expect and whether the company is trustworthy. Though it’s easy to tell the fake ones as they try to spin a negative into a positive. “Every meal is a surprise, you never know when you’ll be served something exotic, like deep-fried tarantula or boiled yak eyeballs!”

Lack of Truth

Tour operators sometimes spin or lie outright about what they’re offering. When the local entertainment consists of a one-man band playing “Chopsticks” on a kazoo while juggling mangoes and dancing the cha-cha, it’s not entertainment. Or when the tour guide takes you to see the world’s largest ball of twine, but it turns out to be a giant ball of discarded flip-flops, it’s not a destination. Or even when they touted the authentic local crafts, and it turns out to be an empty gift shop with only a handmade potato gun, which you’re pretty sure is illegal in at least 49 states.

Travel Companions

Tour operators try to maximize the return on every tour they operate by putting as many people together as possible. You might end up sharing your trip with a group of rowdy Australian backpackers who insist on singing “Waltzing Matilda” around a couch they just set on fire.

buying your Credibility

Credibility can be earned (which takes time) but also purchased (at a dear price). There’s ATTA (Adventure Travel Trade Association), NTO (National Tour Association), and IATAN (International Airlines Travel Agent Network), to name a few. For the informed and experienced traveler, these associations might mean something, but at least membership lets you use their logo, showing you’re a real company.

But membership isn’t as easy as writing a check. Depending on the association, it comes at a cost (anywhere from $350-$2500) and more strings than a marionette. Among them:

  • Minimum Revenue
  • Maintain commercial general liability insurance coverage. Maintain professional liability insurance.
  • Maintain hired/non-owned auto/motorcoach liability insurance
  • Has a minimum of three years in business as a tour operator
  • Maintain and use a program for the escrow of consumer deposits and prepayments.
  • Maintain ISO 9001:2000 certification.
  • Maintain membership in good standing in a travel-related association.
  • Provide each and every customer with comprehensive travel protection insurance.

Credibility Through a Representative Agency

Travelers from the market that you want to target will always feel better working with a local agency. So, for example, if your target market is the United States, having a U.S. “representative” that speaks the language, understands the needs, wants, and standards of the American traveler, can answer phones in the same time zone, and can handle payments reliably and easily will make your destination substantially easier to sell. But what would such a representation arrangement look like?

This representation agreement goes beyond the common travel agency selling a tour. Common travel agents work for clients and send them to various destinations locally or worldwide without loyalty to a specific brand or tour operator. The representation arrangement you’re looking for involves much more than a common travel agent can provide. It involves American agents speaking American English with an in-depth familiarity with your destination and activities so they can discuss it with knowledge and answer questions immediately. It also involves being engaged with marketing and tour creation to fit the US market. For the tour operator outside the US, it means not having to worry about billing, credit card processing, foreign transaction fees, calls in the middle of the night, unanswered online chats or emails, and US licenses and memberships. Your US representative handles it all, sending you payment for the tour and the clients’ names and dates when they make a booking.

The representative agency typically expects certain responsibilities and benefits in a travel representation agreement. These may include:

Sales and Marketing Support

The representative agency would expect the foreign tour operator to provide them with marketing materials, brochures, and other promotional resources to effectively sell the tours or travel packages in the US market.

Commission or Compensation

The representative agency would expect to receive a commission or compensation for each sale they make on behalf of the foreign tour operator. The specific commission structure and payment terms should be outlined in the agreement.

Exclusive Representation

The representative agency may expect exclusivity in representing the foreign tour operator in the US market, meaning they would be the sole representative for that company.

Training and Product Knowledge

The representative agency would expect the foreign tour operator to provide comprehensive training on the tours or travel packages offered. This would enable the sales agency to promote and sell the products to potential customers effectively.

Support and Communication

The representative agency would expect ongoing support and communication from the foreign tour operator. This could include regular updates on product offerings, pricing, availability, and any changes or updates related to the tours or travel packages.

Performance Expectations

The representative agency may have certain performance expectations, such as minimum sales targets or quotas, which they would need to meet to maintain the representation agreement.

Contract Duration and Termination

The representative agency would expect clarity on the representation agreement’s duration and the termination or renewal terms. This ensures that both parties have a clear understanding of their obligations and rights.

It is important for both the foreign tour operator and the sales agency to negotiate and agree upon these expectations and terms before entering into a representation agreement.

Success isn’t always a straight line

The bigger and more successful a tour operator gets, the less they’ll need a representative agency, but for a small company starting out or an established company that’s gone as far as it can, having a legitimate voice in the market you’re selling to might make having a representative the solution to your problems. It’s been the honor of Manifest Destiantions Group, Inc. to act as a representative agency for select tour operators. Contact us, and let’s talk about helping your operations grow.

 

Lessons to Learn

  • Not everyone agrees with you
  • Tourism is about education
  • Tour operators need to warn and inform clients

Free Thought or Free Travel?

The Social Media Life

Who doesn’t like to travel and post their adventures on social media in real time? It proves you’ve been there and can even share information that helps other travelers. But it’s essential to be aware of the laws and regulations in various countries regarding social media posts. Some countries, like China and Iran, have strict censorship laws that limit what can be posted online. In Saudi Arabia, it’s illegal to criticize the government or the royal family on social media. In Singapore, posting anything deemed offensive can result in fines or even jail time. It’s always a good idea to research the laws and customs of a country before posting anything on social media while traveling. But what about what you’ve posted in the past, videos or memes you liked and might even have saved on your phone that are totally unrelated to your travels? For most travelers, these are only concerns when visiting more oppressive countries, or at least they were.

Right Think, Wrong Think, Don’t Think

However, if you’re visiting a safe and friendly destination such as Ireland, wrong think could land you in prison, just as it would in N. Korea. It’s a double whammy of laws that come into play. First, Irish customs officials can inspect and search electronic devices at border crossings, including phones and computers. This authority is granted under the Customs Acts, which allow customs officials to examine goods and documents to ensure compliance with customs and import/export regulations. Now that isn’t anything new and can happen when you enter just about any country. But it gets interesting with The Criminal Justice (Incitement to Violence or Hatred and Hate Offences) Bill 2022.

“The new Criminal Justice (Incitement to Violence or Hatred and Hate Offences) Bill, which is currently passing through the Irish parliament, contains some shockingly authoritarian provisions. The bill will outlaw the ‘communication’ of material or speech that might ‘incite hatred’ against people with certain protected characteristics (such as race, religion and gender). In practice, if other European hate-speech laws are any guide, ‘inciting hatred’ tends to mean little more than causing offence. This can be punishable by up to five years in prison.
As if all that weren’t draconian enough, it even makes it a crime, punishable by two years’ jail time, to simply ‘prepare or possess’ material likely to ‘incite hatred’. ‘Possession’ could mean nothing more than having an offensive video stored on your computer, or a dodgy meme saved on your phone.”(i)

What if you’re a tourist from a free-thought country visiting Ireland? You belong to a dozen different social media channels. Posting, liking, and sharing with wild abandon from every electronic device you have. Sometimes serious, sometimes humorous, but always freely. In the best-case scenario, no one cares to check, and you enter the country and have a lovely time. Worst? Fine and/or prison.

If you thought this was a problem just in Ireland, you’re wrong. Thoughtcrime legislation is on the move in the UK and EU, and it’s hoping over the pond. Canada has a similar thought crime act. 

Will Ireland/UK/EU/Canada/etc go the way the N. Korea and require spyware installed on your phone so they can make sure you’re not upsetting anyone? Sure! Why not!

 

The Tour Operators’ Responsibility

As tour operators, it’s our job to put butts in seats and heads in beds. We show pretty pictures, professional videos, glowing testimonials, and reviews as long as your arm to entice the traveling public to come. As a tour operator, we also have a significant responsibility for the safety and protection of our clients throughout their travel experience. Here are some key aspects of our responsibility:

Risk assessment and planning

Conduct a thorough risk assessment of the destinations and activities you offer. Identify potential hazards and take necessary precautions to minimize risks. This includes monitoring travel advisories, consulting local authorities, and staying updated on health and safety information.

Selection of reliable partners

Choose reputable accommodation providers, transportation services, and activity organizers. Verify their licenses, safety records, and adherence to industry standards. Regularly assess their performance to ensure continued safety and quality.

Providing accurate information

Give your clients clear and precise information about the destinations, activities, and potential risks involved. Communicate any safety guidelines, including local laws and customs they should know. Provide information on emergency contacts, medical facilities, and travel insurance options.

Safety briefings and guidelines

Conduct comprehensive safety briefings before and during the tour. Educate your clients on safety procedures, emergency protocols, and any specific risks associated with the activities or destinations. Encourage them to ask questions and address any concerns they may have.

Trained and competent staff

Ensure that your tour guides and staff members are well-trained in first aid, emergency response, and customer safety. They should be knowledgeable about the destinations and capable of handling various situations professionally.

Emergency Preparedness

Develop and implement emergency response plans for different scenarios, such as medical emergencies, natural disasters, or political unrest. Establish communication channels and contingency measures to address any unforeseen circumstances swiftly.

Continuous monitoring and improvement

Regularly review and update your safety policies and procedures based on feedback, incidents, and industry best practices. Stay informed about emerging safety issues and adapt your operations accordingly.

But are we omitting vital information on something as intangible as what they think and share? What are we doing to ensure our clients don’t end up with the Blarney Stone chained around their ankles while they make license plates for 5 years because of a meme? When a conservative/religious/conscientious family or group comes to visit, and they’ve got (insert “harmful content” here) on their phone from previous social media posting, will they be in danger?

Breaking down barriers

International travel offers numerous benefits, including cultural enrichment, personal growth, expanded perspectives, and the opportunity to create lasting memories. It allows individuals to immerse themselves in diverse cultures, experience different traditions and cuisines, and develop a broader understanding of the world. International travel promotes tolerance, empathy, and intercultural communication, fostering a more interconnected global community. It provides opportunities for self-discovery, building resilience, and gaining a sense of independence. Additionally, it can enhance language skills, boost creativity, and provide unique educational experiences. Overall, international travel opens doors to new experiences, broadens horizons, and enriches lives in countless ways. But what happens when we close our borders to all but those with “approved” thoughts?

 

Lessons to Learn

  • Low-Value Tourism is Destructive
  • More impact, less money
  • High-Value Tourism is Desirable
  • Less impact, more money

Low-Value Tourism isn’t worth it

There’s no doubt that tourism is valuable. It can contribute to economic growth and job creation by providing employment opportunities and generating revenue by selling goods and services to tourists. This revenue often goes on to benefit local communities and businesses, particularly in areas that may have limited economic opportunities. Tourism can also help promote cultural exchange and understanding between people from different regions and countries, leading to greater tolerance and appreciation of different cultures and ways of life. In addition, tourism can encourage the preservation and protection of natural and cultural heritage sites by creating conservation and sustainable use incentives helping to preserve these crucial resources are preserved for future generations.

While tourism can bring many benefits, potential negative impacts must also be considered and addressed. Some adverse effects include environmental degradation, cultural erosion, economic dependence, overcrowding, conflict, and crime.

So what causes tourism to cross that line from a benefit to a detriment? Ask academics, and they’ll devise a dozen explanations and another dozen reasons to explain their answer. Our experience boils down to just one cause, the tourists themselves. After over 20 years of working in Morocco tourism, we’ve had a front-row seat as the country went from a once-in-a-lifetime adventure to a commodity you can buy in a three-pack at Cosco.

Race to the Bottom

Morocco used to be a difficult destination to get to with its limited flights and capacity giving a vacation to Morocco the feeling of something special and elite. Tourism suppliers in Morocco were tightly regulated, making it nearly impossible for start-ups to succeed (if they were even allowed to start at all), and existing operators were closely controlled and very reliable. It all changed when Morocco’s “open sky” policy was implemented in the early 2000s. The policy involved liberalizing the country’s air transport market, opening it up to more competition, and allowing foreign airlines to operate more freely within Morocco. So instead of paying $700 for a flight to Morocco, you can fly from Europe for 50 euros (it’s still $700 from the US). And the European tourists it attracted were exactly what you’d expect from clients spending 50 euros on getting there and willing to ride in an overhead bin. As the “50 Euro Tourists” flooded in, the entire tourism industry began a race to the bottom. Once luxurious boutique hotels became run-down Airbnb’s taken over by a whole herd of tourists on a party weekend. Reputable operators that heavily invested in their business started facing competition for anyone and everyone with a car and a camel.

That race to the bottom sent shockwaves through every facet in Morocco and flipped everything on its head. Once, the markets were proud to offer quality handcrafted work from local artisans at a quality price. Now they import cheap machine-made Chinese knockoffs to sell to the “50 Euro Tourists,” causing Moroccan crafts to become endangered. These same tourists are known for being the rudest and most disrespectful visitors to Morocco, making them an almost deserving target for crime. They were the easiest tourists to spot, visiting for a long weekend to get drunk and laugh at the locals while wandering around in booty shorts and crop tops. They didn’t have a name for this tourist class when it started, but now we call it “Low-Value Tourism.”

Low-Value Tourism

The term “Low-Value Tourism” has come to refer to tourists who spend relatively little money while traveling. These are typically tourists looking for budget-friendly options and are willing to compromise on comfort, luxury, convenience, and authenticity to spend as little as possible.

They tend to put little money into the economy through accommodation, dining, transportation, and other travel-related expenses, even to the point of bringing cans and packages of food WITH THEM. They stay in the cheapest accommodations possible, stuffing as many people into a room as possible. And it doesn’t matter if it’s clean or has amenities such as swimming pools, spa services, or restaurants, as long as it’s cheap. They travel for shorter periods, often just a long weekend, skewing accommodation availability and shutting out “High-Value Tourists.” They’re also less interested in luxury or high-end experiences, such as tours, shopping for authentic crafts, culture, or even local restaurants.

More and more destinations are waking up to the devastation the “Low-Value Tourism” have on tourism, the environment, and the culture.

  • Thailand has implemented a 500-baht tourism fee for a “tourism transformation fund” 
  • Indonesia talked about banning backpackers from Bali
  • Barcelona has implemented a tourism tax on visitors to help offset the negative impacts of tourism, such as overcrowding and environmental degradation.
  • Bhutan has implemented a policy of “high-value, low-impact” tourism, which aims to limit the number of tourists and promote sustainable tourism practices. Tourists must pay a minimum daily fee that includes accommodation, meals, transportation, and a guide, which helps ensure that tourism benefits local communities and contributes to the conservation of Bhutan’s natural and cultural heritage.
  • Venice requires day-trippers to pay an entrance fee into the city of up to $11 (€10).
  • Even Iceland (perhaps already Europe’s most expensive destination) has implemented a tourism tax to fund conservation and infrastructure projects. The tax is based on the number of nights tourists spend in the country and helps offset the negative impacts of tourism on the environment.

Aim High(-Value Tourists)

Implementing a system to deter low-value tourists can be achieved through several strategies:

  1. Change the perception: “Low-Value Tourists” is a market unto themselves. There are budget travel magazines, budget travel podcasts, and budget travel bloggers. All this information makes identifying what draws the “Low-Value Tourist” to your destination fast and easy so your changes can be laser-focused, causing the least disruption and most significant value.
  2. Targeted marketing: Develop advertising campaigns and promotions emphasizing high-value experiences, attractions, and activities to attract tourists with specific interests and higher spending capacity.
  3. Pricing adjustments: Adjust pricing structures for accommodations, attractions, and services to encourage higher spending and discourage budget travelers. This could include premium offerings and exclusive packages tailored to attract high-value tourists.
  4. Quality enhancement: Enhance the quality and variety of tourism offerings, such as improving infrastructure, attractions, accommodations, and customer service. High-value tourists are more likely to be attracted to destinations with exceptional experiences.
  5. Visitor screening: Implement pre-screening measures such as visa requirements, advanced booking systems, and thorough traveler profiling to assess the potential value and purpose of visitors’ trips. This can help filter out low-value tourists seeking inexpensive options without contributing significantly to the local economy.
  6. Partnerships and collaborations: Collaborate with high-end travel agencies, luxury brands, and upscale service providers to create exclusive packages and tailored experiences that appeal to affluent tourists. This can help attract a higher caliber of visitors while elevating the destination’s reputation.
  7. Regulation and enforcement: Implement and enforce regulations that discourage low-value tourism, such as limitations on short-term rentals, restrictions on low-cost mass tourism operators, or introducing tourist taxes. These measures can help manage visitor numbers and incentivize higher spending patterns.

Stomp on Toes

There’s a choice: do you want Low-Value Tourists or High-Value Tourists? Do you want responsible tourism that contributes to and sustains the economy and culture? Or do you want hoards of drunks buying cheap Chinese souvenirs and running the economy and culture into the ground? There’s no middle ground on this. So don’t be afraid to step on toes!

 

Lessons to Learn

  • If the sun shines, take credit for it
  • Don’t hide what you have
  • Turn misconceptions into selling points
  • Use what you have, don’t wait for what you don’t
  • Don’t chase the money, chase the clients and money will follow

Tourism Trouble in Paradise

Welcome to the Jungle

Suriname is a small country located on the northeastern coast of South America. Although it has a lot to offer in terms of natural beauty, cultural heritage, and biodiversity, this paradise is not a very well-known tourist destination compared to some of its neighboring countries.

According to the World Bank, the number of international tourist arrivals in Suriname has been relatively stable over the past few years, with around 250,000 visitors in 2019. This represents a modest increase from previous years but still falls short of the country’s tourism potential.

Suriname’s tourism industry has been impacted by the COVID-19 pandemic, like many other countries around the world. Travel restrictions and health protocols have been put in place to curb the spread of the virus, which has had a negative impact on the industry.

However, Suriname has been taking steps to promote its tourism industry in recent years. The government has invested in infrastructure development, such as improving airport facilities and expanding the road network. In addition, initiatives have been launched to promote sustainable tourism and protect the country’s natural and cultural heritage.

Overall, the current state of tourism in Suriname appears to be a work in progress. While there is potential for growth, it may take some time and effort to fully develop the industry and attract more visitors to the country.

So what are they doing wrong?

There are several factors that may be contributing to Suriname’s struggle with tourism. Here are a few potential reasons:

Lack of marketing:

Suriname isn’t doing enough to promote itself as a tourist destination. Many potential visitors may not even be aware of what Suriname has to offer in terms of attractions and experiences and the Ministry of Tourism isn’t doing much to change it. A quick search shows an almost non-existent consumer outreach (limited website, difficult to contact, no recommendations for itineraries or attractions, etc.). It’s almost like they’ve delegated TripAdvisor to promote their country. A key component they’re missing is working with local and outside tour operators. When tour operators hit the ground, THEY’LL promote and advertise the destination as a normal part of business, often spending even more in marketing than the Ministry of Tourism. For example, Google “Morocco Tours” and prepare to be overwhelmed by the number of ads that come up. Now Google “Suriname Tours” and see the lack of ads that appear. While hotels and attractions may promote themselves to a limited market that seeks them out, the destination as a whole would benefit from tour operators promoting it also.

lack of Openness

The Ministry of Tourism and service providers should be a cheerleader for the country. Every fresh coat of paint, every piece of new pool furniture, every new restaurant menu, and even every sunny day needs to be celebrated and promoted. But they don’t talk about it. Why? For a bunch of reasons.

First is their privacy policy. The Ministry of Tourism is unable to share the contact information of tourism service suppliers with tourists/tour operators. So if you call, they won’t be able to provide you with any information. They also won’t let their own tourism service suppliers know the name and information of tourists/tour operators that want to do business with them. It’s like there’s a black hole of information where people with money to spend and people that want to work for the money are tossed in and never heard from again. So instead of promoting tourism, they’ve succeeded in stopping it.

Second is their gatekeeper policy. The Ministry of Tourism will take your information (licenses, passport copy, credit references, corporate filings, and blood type), and then inject themselves into the middle of your business. They’ll determine the resources you’ll need, the destinations to visit, and the suppliers you’ll use. Then you have to fly down for a face-to-face meeting. So much can go wrong. What if they don’t understand what programs I’m trying to develop for my market and they bring the wrong players to the table? Do I have to fly back several times before I’m finally with the right resources? How do I know I’m not being set up by the Ministry so I’m only doing business with his nephew’s cousin’s best friend’s roommate? It’s a page right out of the old Soviet Intourist Office.

Cultural differences also play a factor. Assuming you’ve made it to Suriname and have managed to find the service providers you want to hire, they won’t take the job. Problem is, if they don’t know you, they won’t work with you. It’s like the whole concept of tourism (people you don’t know) is lost on them, but they want the money from it. It’s like walking down the middle of the street swinging bags of money yelling “there’s this and more if you work with us!” and everyone runs inside, locks the doors, turns off the lights, and crawls under the bed.

Limited infrastructure

Saying Suriname’s tourism infrastructure may be lacking, making it difficult for visitors to access certain areas or to find accommodations, transportation, and other amenities is an excuse, not a reason for the country’s poor performance. What does a country need for a successful tourism infrastructure? In simple terms: somewhere to sleep, somewhere to eat, something to do, and a way to get there. That’s it. Suriname has people living happy and comfortable lives so the infrastructure is already there, it just takes a bit of creativity to organize and use it correctly. Often though, what we’ll hear is “We need X before we can bring tourism.” and X is often big money projects, water parks, convention centers, etc. You know, the kind of projects that local politicians love to name after themselves. But if you have locals going about their daily lives, you’ve got all the infrastructure you need.

Safety concerns

Suriname has a perceived relatively high crime rate, which may make some tourists hesitant to visit. But that’s just a perception, the reality is that even the US State Dept says “Suriname – Level 1: Exercise Normal Precautions” which means it’s no more dangerous than any US city. Additionally, there are concerns about diseases like malaria and dengue fever, which can be contracted from mosquito bites. But only the Yellow Fever vaccine is recommended for travelers.

Limited attractions

While Suriname does have some unique and interesting attractions, such as the capital city of Paramaribo and the Suriname River, there may not be enough to keep tourists engaged for an extended period of time. Fortunately, most Americans are lucky if they get a week of vacation, so there’s not much worry about them running out of things to do in the limited time they have.

Lack of investment

Without significant investment in tourism infrastructure and marketing efforts, Suriname may struggle to attract visitors and build a sustainable tourism industry. This is a bit of a trap though. Does every destination need a waterpark? Does it need a convention center? No. Use what you have now, don’t wait for what you don’t have, and let the market determine and provide what you do need.

To improve its tourism industry, Suriname may need to address some of these issues, such as improving its marketing efforts, investing in infrastructure, and addressing safety concerns. Additionally, the country may need to consider developing new attractions or experiences that can appeal to a broader range of tourists.

 

What not to do

  • Over-regulation can stifle creativity
  • Under-regulation destroys trust
  • Travel is a business
  • There’s no substitute for experience

Closed Airport

The Ministry of Tourism & Funny Walks

Call it what you will, the Ministry of Tourism, National Tourism Office, Convention and Visitors Bureau, etc., all have different names, but we’ll call it the “Tourism Offices.” Regardless of the term, all have the same job: promoting and bringing tourism and its dollars to their region. How they do it is another matter, and every agency has a different way of doing it. Top-down, bottom-up, side-to-side, it’s like a Wonkavator, but depending on their approach, it dramatically affects their success.

What not to do

Some Tourism Offices attempt to help but lack understanding of how to help. Others are following a playbook out of the top university programs with no foundation in reality. While some genuinely exist to hinder, if not outright destroy, tourism. To understand what works, let’s examine what doesn’t work to start with.

The Taiwan Two-Step

Want to start running tours to Taiwan? Start at the top and work your way to the middle! Our adventures with Taiwan began with contacting the Taiwan Tourism Bureau. They referred us to any of 15 overseas offices worldwide without answering a single question or contacting us directly. Picking the one closest to our office, we called and introduced ourselves, and explained what we were looking for. Their response? They had to defer to someone else for the answers, so “send us an email.” A dozen emails later, and absolutely no response was followed by another call and again, “send us an email.” Does Taiwan lack an infrastructure able to support tourism? Does Taiwan have all the tourists they need, so there’s no need for more? Has Godzilla leveled most of the tourism infrastructure? Does Taiwan even exist? (I haven’t seen it, so I can’t be sure).
As a rule, if the person answering the phone or checking the emails has ever to refer you to someone else, they’re saying, “I don’t have a clue, and I’m not going to find out.” Lots of and or maybes pop up, but the end result is the same. Just hang a great big sign at the airport saying CLOSED FOR BUSINESS. It’s an obvious lack of business understanding (and tourism is a business). All the marketing campaigns, all the adverting, and all the offices scattered around the world won’t make a difference if you can’t help. So why couldn’t our email be forwarded to someone that could help and have them respond instead of having us try to navigate their own bureaucracy and find that someone? A simple rule about tourism: “Go Where You’re Wanted.” An even more straightforward rule of business: “Make it easy for them to give you their money.”

The Saudi Slide

What happens when you let MBAs with overpriced degrees in tourism but no practical experience take over your country’s tourism operation? You get Saudi Arabia. Their attempt to become a tourist Mecca (get it?) has been roundly mocked as an overpriced, overhyped failure. “Not ready for prime time,” wrote one of the commentators. Saudi Araba has discovered you can’t buy your way to tourism success. It’s not a matter of money; it’s a matter of actually offering tourists an easy and unique experience they can’t get by going to EPOCT or Vegas. It falls on the pioneers to create programs and infrastructure needed for tourism, and government can 1) lead, 2) follow, or 3) get out of the way. However, instead, they chose option 4, a myriad of laws, regulations, and fines. After all, can’t have businesses running around willy-nilly giving the traveling public what they want. So there must be an orderly, needlessly complicated process where people who aren’t traveling determine what tourists want and don’t want. This is based on what a professor locked in an ivory tower thinks tourists want, determined by complex calculations performed on an abacus while tripping on LSD (honestly, there’s no other way to explain it). Do you think they ever stopped and thought there may be so many unlicensed operators because getting licensed is so complicated it’s nearly impossible? And maybe they only exist because the official operators aren’t delivering what tourists want. I haven’t even gotten to the culture and religious norms that make Saudi Arabia about as welcoming as a beach resort in N. Korea.

The Pakistan Pop

Long called the next up-and-coming global destination, Pakistan has been self-exiled into a virtual hermit kingdom of tourism. What should be a natural destination for tourism remains unknown, unapproachable, and unattractive. Why? That’d be their Tourism Development Corporation. Why would an agency tasked with developing tourism be the chief obstacle? A quick glance at their website tells the story. “The Pakistan Tours (Pvt.) Limited was incorporated as PTDC’s wholly owned subsidiary in 1977 under the repealed Companies Act 1913 (Now the Companies Ordinance, 1984). PTL has its own Board of Directors with MD PTDC as its Chairman. Under a license from the Federal Government, Pakistan Tours (Pvt.) Limited is organizing package tours and treks, renting tourist transport, and operating a number of domestic/international tourist bus services.” Basically, the tourism office OWNS the tourist resources. And oddly enough, they’re the same ones that license (or refuse to license) other operators in Pakistan. Funny how that works out.
But we tried anyway. Emails, calls, and even an associate went to their office and scheduled a meeting. Emails went unanswered, calls never returned, and their office was closed for the meeting we scheduled weeks in advance. We even went as far as contacting the US Embassy to see if they could put us in direct contact with anyone they had at the TDC. You know you’re not wanted when even the embassy is ignored. But then again, they had a tourism expo promoting Pakistan tours from Myanmar, guess it went really well, and they’re full of tourists now and don’t need any more.

The Morocco Mash

After 20 years working in Morocco, we’ve had a front-row seat to how the country has progressed and changed. Once, tourism was tightly controlled by the Moroccan Tourism Police enforcing its laws. But then the Moroccan government opted to “get out of the way” more or less and loosened its regulations. Now anyone with a car, camel, or Gmail account is advertising tourist services on Facebook and Trip Advisor (often loaded with fake reviews). Mix in cheap flights from the EU, and Morocco tourism exploded. What’s been lost is any guarantee tourists have when they book and send money. As the disreputable mix with the reputable, Morocco’s tourism industry has become a bit of a gamble.

The Beat Goes On

These are just a few examples of what we’ve encountered over the years. I’m sure there are dozens more stories out there, but blogging is a drag, and I’d rather travel. So what can be done? In our next post, we’ll look at what high functioning Tourism Offices can do to make their destination a winner.