All Members of the Southern Africa Tourism Services
Association (hereinafter referred to as Members) shall comply with the
Association’s Code of Conduct as hereunder:
1.1 To ensure that the public receive the best possible service from
1.2 To maintain and enhance the reputation, standing and good name of
the Association and its Membership.
1.3 To encourage the continuous growth and development of the tourism
industry consistently with the above aims.
2.1 This code is designed to regulate any activities of Members between
themselves and members of the public; between themselves and both non
members and member Principals; between themselves and their fellow Members
and between themselves and other travel concerns.
2.2 This code recognises and embodies the relevant parts of all acts
of Parliament and Government regulations which relate to the travel
industry as well as the codes and regulations of recognised organizations
or associations such as the Advertising Standards Authority, which shall
regulate the standards and practices of Members in relation to
2.3 This code recognises the necessity for enforcement of its standards
and practices and embodies measures and procedures by which Members
can uphold observance of the Code under the authority of the National
Executive Committee of the Association.
3. CONDUCT BETWEEN MEMBERS AND THE PUBLIC
3.1 Standard of Service
(i) Members shall maintain a high standard in serving the public and
shall comply with all relevant statutory requirements.
(ii) Members shall make every effort to ensure that accurate
information is provided to enable clients to exercise an informed
judgment in making their choice of facilities.
(i) No advertisement, document, statement or other publication,
whether in writing or otherwise, shall contain anything which is
likely to mislead the public.
3.3 Alterations to or Cancellation of Tours or Travel Arrangements by
(i) When alterations are made to travel arrangements for which
bookings have already been accepted, Members shall inform their
clients immediately they are advised of the situation by a Principal,
or another travel concern and act as intermediaries between such
Principals and their clients in any subsequent negotiations.
(ii) A member shall not cancel a tour or travel arrangements after
date when payment of the balance of the price becomes due
unless it is necessary to do as a result of hostilities, political unrest
or other circumstances amounting to force majeure, or unless the
client defaults in payment of such balance.
(iii) If a member has to cancel a tour or travel arrangements as the
result of circumstances amounting to a force majeure, he shall inform
agents and direct clients without delay and shall offer clients the
choice of an alternative tour or travel arrangements, at least comparable
in standard, if available, or alternatively a prompt and full refund
of all money paid less reasonable expenses.
(iv) Should a material alterations become necessary to a tour or travel
arrangement for which bookings have already been made, the Member concerned
shall inform clients without delay and shall offer such clients the
choice of either accepting the alteration, which must be of comparable
standard, or of receiving a prompt and full refund of all money paid,
less reasonable expenses when the alteration is due to circumstances
amounting to force majeure.
3.4 Cancellation by Clients
(i) A Member shall clearly state in his booking conditions the amount
of the cancellation fees which the client shall be liable to incur,
well as the terms and conditions under which the client shall be
liable to incur such fees.
(i) Complaints shall be dealt with promptly and efficiently and in
event of a dispute with a client, every effort shall be made to
settle the matter amicably and as quickly as possible.
Where complaints are of such a nature that reference to a
Principal is necessary, a Member shall use his best endeavour,
acting as intermediary, to bring about a satisfactory conclusion.
3.6 Transactions and Correspondence
(i) Transactions with clients shall be treated as confidential and
correspondence shall be dealt with promptly.
4.1 Members shall give a full service to the Principals they represent
and shall conform to all lawful and reasonable instructions issued to
them as agents of such Principals.
4.2 Member shall always carry out contractual obligations in an honourable
manner and observe the rules, regulations and conditions of business
4.3 Members and their staff shall make themselves conversant with the
tariffs, rules and regulations of the Principals with whom they have
dealings and visa versa.
4.4 Members should accept or release accommodation and other reserved
services as quickly as possible and within the periods stipulated by
4.5 Members shall endeavour always to adhere to truthful statements
and to good taste when called upon to express opinions of any other
4.6 Members will always settle suppliers accounts promptly and within
the period specified of payments becoming due.
4.7 Whenever a complaint or grievance by a client involves any Principal,
Members will give the Principal concerned every opportunity to make
a full investigation before taking any action against the Principal
or seeking to publicise the grievance.
5. CONDUCT BETWEEN MEMBERS AND THEIR FELLOW SATSA
MEMBERS, RETAIL TRAVEL AGENTS AND OTHER TRAVEL
5.1 Members shall deal fairly with one another and shall not damage
the reputation of, nor disparage the business practices of or services
offered by fellow members.
5.2 Members providing tourism transport services will not operate any
services unless fully authorised to do so and unless licences for the
conveyance of tourists, issued by the Operating Licence Board are held.
5.3 Members will not use the services of transport operators who do
not have the necessary licences to operate tourist services requiring
the authority of the Operating Licence Board
5.4 Members shall not allow non-licensed companies nor individuals to
utilise their licences with the object of circumventing the Operating
Licence Board regulations.
6. INFRINGEMENT AND ENFORCEMENT
6.1 Any Member becoming aware of unethical practices on the part of
fellow Members should advise the National Executive Committee of SATSA,
providing full information and evidence of the alleged malpractices.
6.2 In the event of an infringement of this Code of Conduct, all facts
pertaining to the alleged infringement will be fully examined by the
Association’s National Executive Committee.
6.3 The Member against whom an allegation has been made shall provide,
at the request of the National Executive Committee, such further information
or documentation as may be required within such period as may be specified.
6.4 The National Executive Committee shall, before reaching any final
conclusions, give the Member concerned the opportunity of
making representations either personally or in writing in cases
where disciplinary action if imposed can result in a reprimand and,
or, fine or expulsion.
6.5 The National Executive Committee’s decision in regard to a
reprimand, fine or expulsion shall be taken in terms of the Constitution
and shall be binding on the Member concerned.
7.1 Members shall familiarise themselves and their staff with the provisions
of this Code of Conduct.
7.2 Members shall observe not only the letter but also the spirit of
the Code of Conduct and its ethics and ideals thus giving true significance
to the aims and objectives of the Association.
7.3 All advertising material and brochures produced by Members must
indicate membership of the Association and carry the SATSA
logo. Members must also display the SATSA insignia in a
prominent position in their business premises.