"Unethical" operator - cancellation policies under the spotlight

SOUTHERN Africa Tourism Services Association (Satsa) chief executive officer, Gail McCann has urged members to ensure they have sound cancellation policies in place and to ensure that contracts with other industry members are in writing, in order to prevent potential losses when "unethical" operators cancel agreements at the last minute. McCann made this statement to TNN after Satsa member Janet Friel, from Green Rhino African Travel in Mpumalanga, sent a letter to Satsa and TNN alleging that an operator in Mozambique had cancelled a contract for charter - involving two 44-seater luxury coaches, one combi and three drivers - 24 hours before the vehicles' departure. The loss of a R60 000 contract at the last minute - after the company had sub-contracted a coach company and shown away other business in order to accommodate the Mozambique operator - was a huge blow to the company and Friel told TNN she believes this company should be blacklisted and "brought to book". She intends to attempt to recover the full amount of the contract. According to her the operator had accepted the quotation - after much negotiation on price - and the two companies had made arrangements to collect the group on the required day. Friel says Green Rhino had also arranged transportation permits for all the vehicles and visas for the three drivers - at her company's expense. "24 hours prior to our vehicle's departure from White River to Maputo, we were informed that the group was no longer travelling - the director said 'after America people were afraid of travelling '- and that he no longer required the service." She says she subsequently learned that the operator in question had contracted another company for the service. McCann told TNN that Satsa would mediate the dispute on Green Rhino's behalf - if requested to do so - but could not take action against the operator in question, unless he himself was a Satsa member (which he is not). "However, if we believe an operator has been unethical in his dealings with the industry, we will warn our members against any future contracts." TNN was unable to obtain comment from the operator in question. (Adéle Mackenzie)