Despite the Robben Island Museum’s work to improve its booking and refund systems, these still aren’t functioning optimally and are hamstringing tour operators.
“It’s just become more difficult to book tickets, and communication with the museum is non-existent,” says Hylton Ross Branch Manager, Jackie Mitchell.
Spokesperson for the museum, Morongoa Ramaboa, says the heritage site is engaging with its official ticket operator about how and if it’s possible to reduce the waiting period for refunds, given the concerns raised.
In May this year the Robben Island Museum announced a fee increase as well as a two-tier pricing structure for tickets for tours, which came into effect in June. The fee would delineate between local and international travellers, with locals being charged R380 per adult and R200 per child; an increase from the flat fee of R360 for adults and R200 for local and international travellers.
Southern Africa Tourism Services Association (Satsa) Western Cape chairperson Ilana Clayton says she believes the pricing structure change announcement – and the short timeframe before it came into effect – was “an oversight” on the part of the museum. “While Robben Island Museum has experienced many difficulties in the past, Satsa is working with the landmark to improve its relationship with tour operators and travellers,” she says.
Mitchell says the museum has met the industry halfway after the May announcement of the price increase. It still has a “long way to go” in improving its relationship with tour operators.
Despite the fees upheaval, Clayton says Satsa has been working closely with Robben Island Museum over the last year.
“There are still operational challenges, but we’re on a good trajectory. The museum is committed to improving,” she adds.
