Tour operators and tourism stakeholders are urging agents and travellers not to panic following the murder of two tourists in the northern section of the Kruger National Park, stressing that the incident remains unprecedented in the park’s 100-year history.
The main message from the trade is that operators should communicate transparently, provide geographical context and avoid fuelling misinformation while reassuring travellers that the broader risk profile of the park has not materially changed.
MD and Co-Founder of Wild Wings Safaris Onne Vegter told Tourism Update that tour operators have a responsibility to respond factually and empathetically when dealing with concerned clients.
“The important thing is to communicate factually and transparently regarding the incident and answer a client’s questions and concerns with empathy,” he said. “Their fears and concerns are legitimate and understandable and it’s our role to provide valuable perspective and context to the incident and also to their own concerns regarding their travels in the coming weeks and months.”
Geographical context
He said operators should reassure travellers that there is no need to cancel your booking and emphasise the location-specific nature of the incident.
“There is important geographical context to where this happened, which was right near the border with Mozambique. Kruger is huge, it is the size of Israel, meaning most of the tourist routes in Kruger do not go near to the border with Mozambique and guests do not face the same risk,” said Vegter.
“So the actual risk to ordinary tourists who visit Kruger has not materially changed at all and, for that reason, there is no reason to reconsider or postpone your plans to visit Kruger.”
Vegter said operators should rely on official updates and local expertise when engaging with clients.
“What we do with our clients is we acknowledge the incident. We stick to the facts, we communicate official updates from the department, SANParks and authorities and we provide the context that we have based on our local knowledge of the park, its geography and the statistical risk, which remains very, very low.”
He also stressed that incidents near the Mozambique border are not reflective of the safety of the entire park.
“It is known that there is a higher risk close to the border with Mozambique,” Vegter said. “This incident is something new that hasn’t happened before but it does not necessarily reflect on the safety of the whole of Kruger.”
Vegter said he does not expect the incident to have a long-term impact on tourism demand unless similar cases are repeated.
“A once-off incident can cause a temporary slowdown of tourism. However, once the authorities have addressed the issue, put mitigation measures in place, improved security and we don’t establish a pattern of repeated incidents like this, confidence will be restored.”
Perceptions
Perceptions around safety in South Africa were often shaped by headlines lacking context, Vegter added.
“A headline can seem scary,” he said. “There is much more to it than the headlines that you see in international publications.”
Vegter said the role of the tourism trade, SANParks and lodges is to provide the nuance and the perspective and the context that is important when evaluating South Africa as a destination.
He added: “While there is risk and we acknowledge the challenges that South Africa faces with violent crime, I think it’s important for us as the trade and for SANParks to provide the context.”
Risk mitigation measures
SANParks confirmed that risk mitigation measures are being implemented in the Nxanatseni North region.
Measures include deploying additional monitoring and ranger resources in identified areas of concern and enhancing surveillance and early warning technology systems.
“Kruger National Park remains a very safe area to visit and work at with effective security protocols that remains in place,” JP Louw, SANParks Head of Communication and Spokesperson, said in a statement.
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