Tourism Grade 11 Study Guide

• Introduction to the Via Afrika Grade 11 Tourism Study Guide eBook.
  • This eBook is designed to help students understand and master the content and skills required by the Grade 11 National Curriculum Assessment Policy Statement for Tourism.
  • Covers topics including tourism sectors, domestic, regional, and international tourism, culture and heritage, foreign exchange, map work and tour planning, marketing, and communication and customer care.
  • Each topic includes content, questions, and answers.
  • The tourism industry is dynamic, so staying updated with new developments through media (television, newspapers, magazines, Internet) is crucial.
  • Teamwork, information retrieval, discussion, and explanation of key concepts are important for a tourism career.

Term 1: Tourism Sectors

• Unit 1: Transport Services in South Africa

  • Transport links departure and destination points for tourists.
  • South Africa's transport industry includes road, air, rail, and water travel.
  • 1. Airports, airlines, and airport operations:

• 1.1 Types of flights

  • Inbound flights: Arrive in South Africa from another country (e.g., Namibia).
  • Outbound flights: Depart from South Africa to another country (e.g., Namibia).
  • Domestic flights: Fly between airports within South Africa (e.g., Cape Town to Kimberley).
  • Regional flights: Fly to neighboring countries (e.g., OR Tambo to Harare, Zimbabwe).
  • Intercontinental flights: Long-distance flights between two continents (e.g., Cape Town to Perth, Australia).
  • Transcontinental flights: Fly across a continent (e.g., Cape Town to Cairo, Egypt).
  • Connecting flights: Involve landing at an intermediate airport with a change in flight number; passengers might switch planes or airlines (e.g., Johannesburg to Melbourne via Perth).
  • Long-haul flights: Journeys typically longer than 6.5 hours (e.g., Johannesburg to London takes 11 hours).
  • Medium-haul flights: Take 3 to 6 hours (e.g., Johannesburg to Mauritius takes 4 hours).
  • Short-haul flights: Short-distance flights under 3 hours (e.g., Cape Town to George takes 50 minutes).
  • Chartered flights: Operate on request to meet client needs, avoiding queues and potential luggage issues (e.g., Johannesburg to a private lodge in Sabi Sands).

• 1.2 Types of airports

  • International airports: Gateways for tourists entering/leaving South Africa; also handle domestic flights (e.g., OR Tambo in Johannesburg).
  • They are large, with long runways and air traffic control towers.
  • National airports (domestic airports): Handle only domestic flights (e.g., East London).
  • Privately owned airports: Not operated by ACSA (Airports Company South Africa).
  • Private landing strips: Not open to the public; may be tarred or levelled land.

• Unit 2: Airports in South Africa

  • South Africa has international and domestic airports.

• 1. Location on a map

  • Figure 1 on page 10 (LB) shows the main airports.

• 1.1 International Airports

  • OR Tambo International Airport (JNB)
  • Cape Town International Airport (CPT)
  • King Shaka International Airport (DUR)
  • Mpumalanga International Airport (MQP)
  • Lanseria International Airport (HLA)
  • Pilanesberg International Airport (NTY)
  • Polokwane International Airport (PTG)
  • Bloemfontein International Airport (BFN)
  • Port Elizabeth International Airport (PLZ)
  • Upington International Airport (UTN)

• 1.2 National Airports

  • Kimberley Airport (KIM)
  • George Airport (GRJ)
  • Pietermaritzburg Airport (PZB)
  • East London Airport (ELS)
  • IATA assigns a three-letter identifier code to each airport.

• 2. ACSA-operated airports

  • Airports Company South Africa (ACSA) operates ten airports.

• 2.1 National/Domestic Airports

  • East London (ELS)
  • George (GRJ)
  • Kimberley (KIM)

• 2.2 International airports

  • OR Tambo International Airport (JNB) in Kempton Park, Gauteng
  • Cape Town International Airport (CPT)
  • King Shaka International Airport (DUR) north of Durban, KwaZulu-Natal
  • Bloemfontein International Airport (BFN)
  • Port Elizabeth International Airport (PLZ) in the Eastern Cape
  • Upington International Airport (UTN) in Upington, Northern Cape
  • Pilanesberg International Airport (NTY) north of Rustenburg, North West Province

• 3. Privately owned airports

  • Some airports are privately owned, not by ACSA.

• 3.1 National Airports

  • Pietermaritzburg Airport (PZB) in KwaZulu-Natal

• 3.2 International airports

  • Lanseria International Airport (HLA) near Krugersdorp, Gauteng
  • Kruger Mpumalanga International Airport (MQP) near Nelspruit (Mbombela), Mpumalanga
  • Polokwane International Airport (PTG) in Limpopo

• 4. Airlines operating in South Africa

• 4.1 South Africa's national carrier

  • South African Airways (SAA) is the national carrier with its hub at OR Tambo International Airport.
  • SAA operates domestic, regional, and international flights.
  • Offers economy and business class seating and includes in-flight services in the ticket price, making it a full-service airline.

• 4.2 Other domestic full-service airlines

  • South African Express Airways and Airlink operate domestic flights.

• 4.3 Budget airlines

  • Budget airlines offer cheaper flights by not including extra services in the ticket price.
  • Kulula.com and Mango Airlines operate in South Africa.
  • Budget airlines are popular because of affordability, online check-in/boarding pass printing, regular specials, and links to car rental/accommodation.

• 4.4 International carriers operating in South Africa

  • Many international carriers have offices in South Africa and operate international flights.
  • British Airways offers domestic flights within South Africa.

• 5. Schedules of airlines operating in South Africa

  • Schedules/timetables are available online, in GSA magazines, and in-flight magazines.
  • Schedules include information on airports, arrival/departure times, flight numbers, frequency, and aircraft type.

• Unit 3: Airport terminology

• 1. Airport terminology

• 1.1 The airport

  • Three major areas: the landside, airside, and terminal areas.
  • Landside: Area outside the passenger terminal, accessible to the public, including drop-off zones, car rentals, and parking.
  • Airside: Areas where airplanes park for loading/unloading, including ramps, aprons, runways, taxiways, and hangars.
  • Terminal: Building for passenger arrival and departure, including ticket counters, shops, banking halls (public areas), and lounges, shops, restaurants (restricted areas).

• 1.2 Check-in and boarding procedures for departure

  • Passengers go to the departures hall.
  • At the check-in counter, airline officials check ID/passport and ticket, assign seats, and issue a boarding pass. Baggage is weighed and checked in.
  • Passengers receive a boarding pass and proceed to security.
  • Hand luggage passes through a metal detector and X-ray machine.
  • Passengers walk through a metal detector and X-ray machine.
  • International passengers go to passport control.
  • Passengers then proceed to the boarding gate.

• 1.3 Baggage allowances and rules on domestic flights

  • Baggage includes personal items necessary for the journey.
  • Checked baggage: Placed in airline custody, weighed, labeled, and put in the aircraft hold.
  • Carry-on items/hand luggage: Unchecked baggage kept by the passenger.
  • Baggage allowances vary by class:
  • Business: 30-40 kg for adults/children, 10 kg for infants.
  • Economy: 20 kg for adults/children, 10 kg for infants.
  • One piece of hand luggage is allowed in economy class (max 115 cm, max 8 kg). Business class allows two 8 kg items.
  • Prohibited items in hand luggage include knives, scissors, knitting needles, and nail files. Certain medicines, toiletries, oxygen, alcohol, perfume, and matches are allowed.

• 1.4 Safety procedures before take-off and during the flight

  • Flight crew explains or shows safety procedures prior to take-off.
  • Passengers must secure hand luggage in overhead bins.
  • Fasten seatbelts during take-off and landing.
  • Lock tray tables during take-off and landing.
  • Emergency exits are pointed out.
  • Oxygen mask and life jacket usage are demonstrated.
  • Safety briefing cards are in seat pockets.

• 1.5 Arrival at the destination airport

  • Passengers disembark and enter the terminal.
  • They go to the baggage claim area to collect baggage from the carousel.
  • They then proceed to the arrivals hall.
  • International passengers go through immigration before leaving the terminal.

• 2. Aircraft terminology

  • Aisle: Passage down the center of the cabin.
  • Galley: Kitchen area for flight crew food preparation.
  • Cockpit: Area at the front of the aircraft where the pilots sit.
  • Overhead storage bins: Small cupboards above the seats for hand luggage.
  • Tray tables: For food, drinks, or as a desk.
  • Cargo hold: Area for checked baggage and cargo.
  • Entertainment facilities: Reading lights and television screens.
  • Oxygen masks: Drop down when the cabin loses air pressure.

• 3. Seating in an aeroplane

  • Wide-body aircraft have two aisles (e.g., Airbus A340 600).
  • Narrow-body aircraft have one aisle (e.g., Boeing 737 800).
  • Business class: At the front, with more space; seats can become beds.
  • Economy class: At the back, with smaller seats and less legroom.
  • Window seats: Next to the windows.
  • Aisle seats: Next to the aisles.
  • Emergency exit seats: Above the wings in economy class.

• Unit 4: Airport technology

  • Facilitates travel.

• 1. Pre-flight and post-flight facilities at airports

• 1.1 Baggage wrapping equipment

  • Protects baggage from tampering, moisture, rough handling, and damage.

• 1.2 Information display boards

  • Flight information display screens (FIDS): Show flight details, arrival/departure times, boarding gates, and flight status.
  • Public information display screens: Indicate facilities like toilets, nursing rooms, restaurants, check-in counters, and boarding gates.
  • Baggage claim information display screens: Show which flight's baggage is available at the carousel.

• 1.3 Touch-screen information systems

  • Provide information on flights, gate directions, maps, restaurant/shop descriptions, and traveler services.

• 2. Technology to improve airport security

  • Helps prevent terrorism, smuggling, and criminal activities.

• 2.1 The public address system

  • Makes announcements, such as boarding calls, and automated security messages.

• 2.2 Metal detectors

  • Archway, handheld, and X-ray scanners check for metal objects.

• 2.3 X-ray security scanners

  • Check hand luggage for organic, inorganic, and metal objects.

• 2.4 Thermal body scanners

  • Register body temperatures above 38°C, indicating fever, to identify passengers with contagious diseases.

• 2.5 Biometric scanners

  • Scan biometric passports at automatic gates. These passports contain a chip with personal details and scans of physical characteristics.

• 3. Personal digital assistants and smartphones

  • Used to book flights, get e-tickets, check-in online, choose seats, get boarding passes, or rent cars.

• 4. Electronic information

  • Tourists use the Internet to find and book flights, and receive e-tickets. Boarding passes can be issued online.
  • Passengers can check in online 24 hours before the flight.
  • Electronic passports (e-passports) contain an RFID chip with personal information.

• Unit 5: The tourism bus industry

• 1. Types of buses

• 1.1 Minibuses

  • Include 12-seater vehicles, mainly used by taxi operators for transporting commuters and by tourists for travel between accommodations and attractions.
  • Used by locals without personal transport to visit area attractions and travel long distances to see family.
  • Used during festivals and big events for transport from stations/parking to the event.
  • Private tour operators use them for small group tours.

• 1.2 Coaches, megabuses and sleeper coaches

• 1.2.1 Coaches

  • Take longer journeys (trips longer than 24 km) like Translux
  • Luxury coaches have reclining/sleeper seats, air conditioning, entertainment, reading lights, heaters, and on-board toilets with attendants.
  • Passengers book beforehand and should arrive 30 minutes before departure. Baggage allowance is usually 30 kg.
  • Popular with the VFR tourist market.
  • Used by tour operators like Hilton Ross for day excursions and overnight tours, especially by international tourists, known as 'transport as tourism'.

• 1.2.2 Megabuses

  • Large buses seating over 70 passengers, like Translux's double-deckers.

• 1.2.3 Sleeper coaches

  • Used for long, overnight journeys with reclining seats like Intercape's Sleepliner
  • Used for inter-city travel by domestic tourists without personal transport.

• 1.3 Special-purpose buses

• 1.3.1 Charter buses

  • Used by tour operators for group tours; bus size depends on tour type and group size.

• 1.3.2 Open-top buses for sightseeing

  • Follow tourist routes linking main attractions with audio commentary.
  • Effective for exploring main attractions when tourists have limited time, lack driving ability, or are unfamiliar with the area.

• 1.3.3 Shuttle services

  • Buses/minibuses travel regularly between specific places like hotels and airports, or accommodation and conference venues.
  • Some establishments have their own shuttle services.

• 1.3.4 Baz Bus

  • Long-distance, hop-on/hop-off bus service catering to budget travellers like students and backpackers.
  • Picks up/drops off passengers at over 180 backpacking hostels on routes between Cape Town and Johannesburg via Port Elizabeth and Durban.

• 2. Bus schedules and route maps

  • Provide information such as departure point, destination, departure date/time, arrival time, service number, carrier, seat availability, and fare.

• Unit 6: The tourism train industry

• 1. The difference between commuter and tourist trains

• 1.1 Commuter trains

  • Transport passengers from residence to workplace.
  • Metrorail operates in South African metropolitan areas.
  • Business Express trains have fewer stops, are more comfortable, and offer extra services like newspapers and refreshments.
  • Commuter trains are not widely used by international tourists due to safety risks, routes, and unreliability.
  • Domestic tourists can use them to visit attractions within their destination.

• 1.2 Tourist trains

  • Long-distance tourist trains, such as Shosholoza Meyl, are mainline/intercity trains traveling between cities, often used by domestic tourists.
  • International tourists use train transport as 'transport as tourism' for accommodation, meals, and scenery.
  • Short distance tourist trains are called scenic trains, like Atlantic Rail between Cape Town and Simon's Town.
  • Sleeper coaches have benches that convert into sleeping bunks with shared showers/toilets. Compartments hold up to 4 passengers, coupés accommodate 2.
  • Passengers on sleeper coaches buy tourist class tickets.
  • Sitter coaches have rows of seats. Passengers using sitter coaches buy economy class tickets at a lower fare.
  • A sitter coach has flushable toilets at each end.
  • Luxury long-distance trains have lounge cars where light snacks and drinks are served and they also offer a bar service.
  • Some long-distance trains have dining cars where passengers can buy refreshments.

• 2. Heritage, novelty and scenic tourist trains

  • Operate on limited schedules or special occasions (e.g., Umgeni Steam Railway and Atlantic Rail).

• 3. Luxury trains

  • Offer only sleeper accommodation with luxurious compartments with en suite bathrooms.
  • Have lounges and dining cars.
  • Offer day trips when stopped at a destination.
  • Used by international tourists and those with high disposable income for 'transport as tourism,' including accommodation, meals, laundry, and other luxury services.
  • Examples: The Blue Train, Rovos Rail, Shongololo Express, and Premier Classe.

• 4. Information provided on train schedules

  • Include when the train will travel, destinations, and departure/arrival times.

• 4.1 Schedules

  • Schedules vary (e.g., Shosholoza vs. Rovos Rail).
  • Rovos schedule indicates specific dates and routes but not departure/arrival times.

• 4.2 Fares

  • Depend on the route and class of travel.
  • Cheaper low season fares during off-peak periods and high season fares during peak times.
  • Luxury train fares include transportation, accommodation, meals, drinks, and off-train excursions.
  • Fare tables are different (e.g., Blue Train vs. Rovos Rail).
  • Rovos table indicates suite price differences and single supplements but lacks low/high season rates.

• Unit 7: The Gautrain

• 1. Features of the Gautrain

  • Mass rapid transport system with a modern and aerodynamic exterior and interior design.

• 1.3 Security

  • CCTV cameras, security guards, tracking devices on buses, secure fences, and regular patrols.

• 1.4 Speed

  • Travels up to 180 km/h, faster than Metrorail.

• 2. Gautrain technology

  • Uses advanced tech for ticketing, boarding, and announcements.

• 2.1 Ticketing procedures

  • Uses a Gold Card for train/bus fares, available at stations, shops, and fuel stations.
  • Fares vary for once-off vs. frequent passengers depending on ticket type and travel distance.

• 2.2 Electronic boarding procedures

  • Passengers tag in/out at fare gates that deduct fares electronically.
  • Similar process for Gautrain buses but passengers only tag in.

• 2.3 Electronic arrival and departure announcements

  • Information boards display train times and announcements are made over a public address system.
  • Pre-recorded announcements in trains tell passengers which station they are arriving at, as well as when the train will be departing.

• 3. Routes, parking facilities and bus service

• 3.1 Routes

  • Two main routes: OR Tambo to Sandton and Park Station (Johannesburg) to Hatfield (Pretoria).

• 3.2 Parking facilities

  • Available at stations for an additional fee.

• 3.3 Bus services

  • Part of an integrated public transportation system linking OR Tambo, Metrorail, and bus routes.
  • Provides transport during train disruptions and to special events.

• 3.4 The benefits of the Gautrain for the tourism industry

  • Safe, fast, and efficient travel.
  • Connects Johannesburg and Pretoria with gateways to attractions and access to car rental facilities.

• 4. New developments on the Gautrain

  • Proposed rail network with rapid rail links and extensions from Park Station to Westgate, Rhodesfield Station to Boksburg, and from Naledi in Soweto, Sandton Station to Randburg and Honeydew.

• Unit 8: The luxury cruise liner industry

  • Passenger ship for pleasure voyages where the voyage and amenities are part of the experience ('transport as tourism').
  • Cruise liners are floating luxury hotels carrying hundreds to thousands of passengers operating around coastlines at different times depending on the season.

• 1. Cruise liner concepts

• 1.1 Ports

  • Not all ports can accommodate cruise ships due to depth.
  • Main ports of call in South Africa are Cape Town, Durban, Mossel Bay, and Port Elizabeth and some offer cruise terminals.

• 1.2 Cabins and staterooms

• 1.2.1 Cabins

  • Located outside with windows or inside without windows.
  • Feature televisions, air-conditioning, radios, mini-bars, en-suite bathrooms, hairdryers, private safes, and 24-hour room service.
  • Accommodate two people or two adults and two children.

• 1.2.2 Suites

  • Larger rooms with a lounge area and private balconies.
  • Suitable for families seeking more space.

• 1.2.3 Staterooms

  • First-class cabins on cruise ships.
  • Offer luxury bathrooms, extra storage, bathrobes, beach towels, direct-dial telephone, and 24 hr concierge service.

• 1.3 Decks

  • Floors with restaurants and lounges.
  • Special purpose decks for pools, sunning, spas, water parks, sports, theaters, cinemas, and ballroom dancing floors.

• 2. Facilities and entertainment on board

  • Organized by a cruise director and entertainment team.
  • Include art lessons, photography classes, mini-golf, dance contests, lectures, and sports.
  • Feature evening shows, spa treatments, gyms, salons, laundry, wireless Internet, and medical centers.
  • Passengers visit ports for shore excursions excluded from the cruise package price.
  • Supervised activities for children and teenagers.
  • Cruise prices include three meals, afternoon tea, and midnight buffets.

• 3. Luxury cruise liner packages

  • Offered in summer off the South African coast.
  • Cost is determined by route, length of cruise, size, and location of the cabin, including meals and entertainment.

• 3.1 Cruises around South Africa

  • MSC Starlight Cruises offer return cruises from Durban and Cape Town to islands in Mozambique/Indian Ocean.
  • Silversea offers a 10-day cruise from Cape Town on the Silver Wind as well as from Port Louis in Mauritius to Cape Town.

• 3.2 Cruises to and from South Africa

  • Silversea provides cruises from Port Louis to Cape Town.
  • Cunard offers 16-day cruises on the Queen Mary 2 from Southampton to Cape Town.
  • Oceania Cruises offers 30-day cruises on the Oceania Nautica from Cape Town to Singapore.

• Unit 9: Car rental

  • Offers flexible transport, enabling tourists to drive themselves when/where they wish.

• 1. Car rental companies

  • Numerous in South Africa with offices at major airports.
  • Smaller companies may operate in specific regions/provinces.
  • SAVRALA is the industry association for the car rental industry.

• 2. Conditions for renting a vehicle

  • Renter must have a valid driver's license and be above a certain age.
  • Younger renters may incur surcharges or need additional insurance.
  • Renter must have held the license for a certain period.
  • Renter must pay any uncovered amounts by the car's insurance.
  • Renter needs a credit card to cover costs and insurance.
  • Renter must sign a rental agreement/contract.

• 3. Car rental rates

  • Rates vary based on the company, car type, and distance traveled.

• 3.1 Rental packages and options

  • Better rates for longer rentals.
  • Special weekend rates for leisure tourists.
  • Total rental cost factors include duration, car type, travel distance, insurance type, collection/return location, and optional extras.
  • Rental vehicles vary in size and transmission type (automatic or manual).
  • Cars may have radios and air conditioning, with rates increasing for more features.
  • Rental rate includes a certain travel distance per day; additional fees per kilometre beyond that.

• 3.2 Insurances

  • Collision Damage Waiver (CDW): Covers accidents or collisions; renter pays a set amount.
  • Theft Loss Waiver (TLW): Covers theft of the car; renter pays a set amount.
  • The excess is the amount not covered by the insurance company.
  • Super Collision Damage Waiver (SCDW) and Super Theft Loss Waiver (STLW): Avoid excess payment.
  • Personal Accident Insurance (PAI): Compensates renter for injuries and covers medical treatment costs.

• 4. Additional costs and charges

  • Tourism levy of 1% is added to rental prices.
  • A fuel deposit equals the cost of refilling the rented car's tank.
  • Fuel charge if car is not returned with a full tank, subtracted from deposit.
  • Airport surcharge due car rental facilities at the airport.
  • Additional-driver charge if another person will also be driving the rented car.
  • Contract fee covers the cost for drawing up every new contract.
  • Delivery and collection fee is charged when a renter prefers that the car rental company delivers and collects the car from the renter's hotel or office.
  • One-way rental fee is charged when the renter collects the car from one car rental office and returns it to another.
  • Cross-border fee is charged when the renter uses the car to travel to neighbouring countries like Namibia or Lesotho.
  • Optional equipment or extras such as paraplegic hand controls for a wheelchair-bound driver, a GPS device or baby seat can be rented at an extra cost.

• 5. Incidental costs

  • Charged in special circumstances (accidents and traffic fines).
  • Accident administration fee gets charged when a rented car has been in an accident and an insurance assessor has to assess the damage.
  • Traffic fine administration fee is charged when a rental company has to find the driver who is fined because the fine is sent to the rental company.
  • Toll fees have to be paid by the driver of the rented vehicle passing through a toll gate.

• 6. Car rental payment options and calculations

• 6.1 Payment options and payment methods

  • Car rental companies do not accept cash, bank transfers or cheques.
  • Big companies and travel agencies have accounts with car rental companies and pay for the rental at a later stage using a bill back voucher.
  • Individual renters must pay by using a credit card. The car rental company reserves an amount on a renter's credit card to cover the possible rental charges, insurances, excess and fuel deposit.
  • When the renter returns the car the final amount of the total rental fee is calculated and the amount reserved on the credit card is cancelled. Only the correct final amount is charged to the credit card.

• 6.2 Car rental calculations

  • Renters pay for a full day even if they rent the car only for part of a day.
  • A day is a 24 hour cycle which starts when the renter collects the car.
  • Car rental rates depend on the type of car, the number of days of the rental period, the distance that the renter has travelled with the car, the type of insurance and any additional charges.
  • The following information is important when a car rental fee is calculated for a customer:
    • When and where will the car be collected and returned?
    • What type of car does the customer want, manual, automatic, air conditioning etc.?
    • Does the customer want free kilometres? How many?
    • What type of insurance does the customer want, CDW, SCDW, TLW, STLW, PAI?
    • What extra items does the customer want, e.g. baby seat?
    • How far is the customer planning on travelling?
  • The following steps must be followed to calculate the total rental rate for a customer:
    • Step 1: Calculate the number of days the renter will need the car.
    • Step 2: Identify a car that will suit the renter's needs and calculate the daily rate.
    • Step 3: Calculate the number of kilometres the renter will have to pay extra for.
    • Step 4: Calculate the insurance charges.
    • Step 5: Calculate cost of optional extras such as baby seats or additional driver.
    • Step 6: Calculate additional charges: contract fee, airport surcharges, tourism levy (1%).
    • Step 7: Calculate the total amount.
  • If the charge for an item is not clearly specified exclude it from the calculation.