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Sustainability
Management
for Tour Operators
February 27h
The Hague
Naut Kusters
Content
1. Sustainable tourism: definitions and principles
2. The market perspective: consumers & b2b
3. What can you, as a tour operator, do?
4. How will CBI support you?
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Sustainable tourism
World Tourism Organisation, 1988
Sustainable Tourism meets the needs of the present tourists
and host regions while protecting and enhancing the
opportunity for the future.
It is leading to management of all resources in such a way that
economic, social and aesthetic needs can be fulfilled, while
maintaining cultural integrity, essential ecological processes,
biological diversity and life support systems.
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Sustainable Tourism - 12 Aims
UN-WTO, Making Tourism More Sustainable, 2007
Economic viability
Employment quality
Visitor fulfilment
Community wellbeing
Physical integrity
Resource efficiency
Local prosperity
Social equity
Local control
Cultural richness
Biological diversity
Environmental purity
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Sustainable Tourism
Is not a niche market
All tourism types and products can and should become sustainable!
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Rural
tourism
Sun and beach
tourism
Sustainable
tourism
Cultural
tourism
Ecotourism
Nature
tourism
Community
Based Tourism
Ecotourism
It is more than visiting nature…
UN definition (2002)
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Takes place in natural areas
Sustainable (environment, cultural, social)
Benefits for local communities
Information and Interpretation to visitors
Community Based Tourism (CBT)
It is more than visiting communities:
Definition
CBT is tourism managed and owned by the community;
supporting environmental, social, and cultural sustainability;
provides economic opportunities for local people and enables
visitors to learn about the community and local ways of life.
Corporate Social Responsibility (CSR)
The responsibility of a company towards it’s stakeholders
(society at large, employees, clients, community, environment etc.)
ISO 26000  CSR Themes
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Human rights
Labour practices
Environment
Fair operating practices
Consumer protection
Community involvement and development
2. The market perspective
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Consumer trends
In European countries
3-10 serious consumer
studies were conducted
between 1995 and 2013
.... they provide a clear
and growing trend
Consumer awareness
• 87 % of the British (2002) find it very or fairly important that
holiday does not damage the environment.
• 71 % of British consumers would like to benefit local
communities
• 46 % of the German’s think ‘it is an added value to stay in an
environmentally friendly accommodation
• 80 % of the Dutch want information on ethical issues in their
travel information.
• Ethical reputation of a company is an important selection
criteria for 45 % of the British consumers.
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• I would like to know whether the holiday company I am travelling
with is working to reduce it’s environmental impacts (55 %)
• I want to be given facts about what the holiday company has
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Global Business trends
• Major Industries have defined clear objectives to become
sustainable.
• Larger multinationals are taking the lead: driven by brand
reputation and investors.
• Clear targets are set:
-> 25 % sustainable coffee globally in 2015
-> 75 % of EU cocoa (chocolate) import sustainable in 2020
 To reach the targets local suppliers should become sustainable
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Global business trends
In order to independently monitor performance
sector specific global sustainability labels are
defined.
 In co-operation between NGO’s and industries
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Growing pressure on travel industry to take action!
• Within Europe, ABTA and ANVR travel associations took the
lead in supporting their members towards sustainability
• Partnerships with NGO’s and universities. Supported by the
European Union.
• Develop common industry sustainability standards and tools
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2004 - 2007
NGO’s
Education
Associations
Integrated set of tools
Tour operators and suppliers (e.g. hotels)
- Training
-
Self check
Management system
Planning and reporting system
Certification
Market access
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Support from major travel brands
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Commitment from 18 European associations
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Belgium
Bulgaria
Czech Republic
Croatia
Cypress
Denmark
Ireland
Finland
France
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Germany
Greece
Italy
Latvia
Netherlands
Spain
Poland
Sweden
UK
Brazil, Kenia, Thailand
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3. What can you do as a tour operator
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Tour Operator
 Internal management
(office and retail operations)
Customer

Communication

Protection
Management control
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Supply Chain
Destination
 Transport
 Community
 Accommodation
 Biodiversity
 Excursion
 Resources
Principles of sustainability management
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Do you have management control?
Direct or indirect (e.g. via supply chain)
Can it be done without loosing competitive advantage
Is the solution / best practise locally available?
Do you have the support tools to do it (e.g. checklists)
 Travelife has collected best practices which are already implemented by
some of the most competitive tour operators.
 Implementation tools have been made available for you through the
Travelife online system.
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Internal Management: Human rights and labour relations
 Trade union membership
 No discrimination
 No Forces and child labour
 Formal contracts
 Healthcare insurance
 Education opportunities
 Preference for local staff
 Complains procedure for staff
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Internal Management: Environment
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Sustainable purchasing
Energy reduction
Waste reduction and recycling
Promotional materials from sustainable paper
Water saving
Soft Mobility
Suppiers (transport, accommodation, excursions)
A. Product development
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Selecting new more sustainable suppliers
Look for certifications, labels, awards, recognition
 However sustainable suppliers often not available !
B. Motivate your existing suppliers towards sustainability
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Training and information
Distribution of codes of conducts
Contract conditions
Certification
Accommodation Certification systems in Europe
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Customer communication
 Communicate your sustainability policy
 Provide sustainable alternatives
 Inform clients about carbon compensation
opportunities
 Inform about do’s and don’t in the destination
 Inform about illegal souvenirs
 Promote client donation to local projects
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Airports could
promote more
sustainable
options…..
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3. How will CBI support you
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Your road towards sustainability
Travelife
Engaged
Travelife
Partner
Travelife
Certified
Stage 1. Travelife Engaged
• Online training and exam for your sustainability
coordinator.
• Baseline assessment
• Guidance on improving your performance.
• Action planning tool
• Reporting tool (towards Travelife Partner criteria)
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In case you need further help
info@travelife.info
Partner Standard
Reporting Obligatory
criteria
criteria
1. Sustainability management and legal
compliance
2. Social policy & human rights
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3. Environment & community relations
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4. Partner agencies
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5. Transport
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6. Accommodation
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7. Excursions
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8. Tour leaders, local reps. & guides
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9. Destinations
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10. Customer Communication & protection
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Planning and Reporting tool
.
Company
Action Plan
Sustainability
report
Stage 2. Travelife Partner
• After compliance with 49 Travelife Partner standards
• Travelife Partner award and logo
• B2B featuring of your company and products to
all other Travelife member companies.
• Improving and reporting towards Travelife Certified
level (more criteria, more obligations)
Stage 3. Travelife Certified
• Compliance with 88 Travelife Certified criteria
• On-site audit to confirm Certified level.
• Use of “Travelife Certified” logo in your promotional
materials and website(s).
• International promotion of your company for its
excellent sustainability achievements.
Mr. Taleb Rifai, General Secretary UNWTO, hands out
“Travelife Certified” awards to TUI Netherlands, SNP Nature
Travel and Kuoni Specialists.
Thanks for your attention
n.kusters@cbi.eu