Nearly 70% of respondents to a recent Travel News poll believe retail travel agents in South Africa should be subject to mandatory regulation, to protect consumers and improve accountability.
However, some industry professionals question whether statutory oversight would be practical to implement across the travel sector.
“Everyone should be subject to mandatory regulation because anyone can now call themselves a travel agent. We have scammers that taint our industry and client trust is diminished,” said Glenda Ingram, Owner of West Beach Travel.
Ingram believes formal licensing could help distinguish qualified professionals from inexperienced operators.
“Let us all write an exam to be qualified. Proof of training in systems like GDS and NDC, travel insurance, supplier platforms and compulsory membership to a consortium or franchise. This will weed out all the people looking to make some extra cash with no accountability.”
Current standards
Monique Victor, Owner of Victor Voyages, acknowledged that the industry already had some oversight through ASATA and IATA but argued that it did not address the absence of compulsory formal qualifications across the sector.
“What is not regulated is that many travel agents and consultants do not hold formal Travel and Tourism diplomas or degrees, and that is what I feel the bare minimum should be.”
She found that some consortiums would openly advertise that agents only needed experience in sales or marketing.
“You have sales/marketing people who know how to sell, but have no travel knowledge. The consortiums that do offer training, offer what they feel needs to be covered but when the airlines make changes, these very salespeople are the ones asking rookie questions online from other trained professionals,” said Victor.
Although some agents feel there should be more robust requirements for entering the profession, ASATA maintains that the industry should retain its right to self-regulate.
“ASATA supports the industry’s right to self-regulate. As the guardian of self-regulation in the industry, we hold our members to strict professional, financial and ethical standards, backed by an enforceable Code of Conduct, and we will continue to uphold these to protect travellers,” said Otto de Vries, CEO of ASATA.
According to Ingram, any move towards mandatory regulation would need clear requirements developed in consultation with experienced industry professionals and applied consistently to both existing agents and new entrants.
“If the person is a genuine professional none of this will be difficult. This also gives newbies parameters to achieve to become qualified. Nowadays an estate agent has to first work with a qualified person for a year before standing alone; this should be no different for us,” said Ingram.
Complex implementation
However, establishing and enforcing such a framework could prove challenging, according to Rachael Penaluna, MD of Sure Maritime Travel, as all aspects of the travel eco system, including agents, suppliers, hotels, airlines and third-party booking suppliers would have to be addressed.
“Mandatory background and compliance checks would have to be done on a regular basis,” said Penaluna.
She said the framework would need to balance consumer protection, corporate transparency, fair competition, and financial security without imposing unsustainable red tape on independent travel agencies.
“ASATA enforces financial vetting, professional standards, and a strict Code of Conduct for its members, and because members account for roughly 95% of the formal travel trade in Southern Africa, I believe that government has historically viewed the travel sector as effectively self-policed,” said Penaluna.
“A statutory travel industry authority would have to be established rather than relying on voluntary trade association memberships, and I don’t think the government could cope with the reality and implementation of establishing efficient regulation within the travel environment,” she added.
