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									                 GRI/TOI Meeting

Shaping the future of sustainability reporting for the
               tour operator’s sector

             Paris, 24 September 2001

              Minutes of the Meeting

                       DRAFT
                     4 October 2001
                                  TABLE OF CONTENTS

1.    Meeting Objectives
2.    Attendance
3.    Introductory remarks
4.    Participants‟ perspectives on sustainability reporting
5.    Identification of tour operators‟ key actions and decisions that have an impact on
      sustainability
6.    Where to start – recommendations on the scope of the MSWG first year activities
7.    Nominations for the Multi Stakeholder Working Groups
8.    Working Modalities of the Multi Stakeholder Working Group
9.    Next steps
10.   Annex 1 - Agenda
11.   Annex 2 – Participants list
12.   Annex 3 – Revised tables of actions and decisions
13.   Annex 4 – Plan of action




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1. Meeting Objectives:
   Identify which tour operators‟ business decisions and actions have direct and indirect
    influences on sustainability in the four main areas of 1/ destination development; 2/ supply
    chain management; 3/ customer awareness and 4/ internal management;
   Prioritise the above mentioned areas and indicate which area(s) could be the primary
    scope of the first Tour Operator Supplement to the GRI Sustainability Reporting
    Guidelines being developed by May 2002, and the area(s) that will be addressed after May
    2002.
   Identification of the constituencies to be represented on the Multi-Stakeholder Working
    Group, as well as nominations of individuals.
 Please refer to Annex 1 for the Final Agenda.

2. Attendance:
The meeting was attended by twenty three people from the most relevant stakeholder groups.
Please refer to Annex 2 for the final participant list.

3. Introductory remarks:
    The meeting was convened to advise GRI and TOI on the content and scope of a first Tour
     Operator Supplement to the GRI Guidelines as well as on the composition of the Multi
     Stakeholder Working Group.
    The group was designed to reflect the diversity of interests and services in the tourism
     industry, and therefore to capture the differences in views and needs.
    The history of Global Reporting Initiative (GRI) and its main elements were introduced, and
     questions were raised and answered. Below is a summary of the main points of this
     presentation and discussion:
         -        GRI is a 'work in progress‟. The existing guidelines, published in June 2000,
                  represent the core guidelines, relevant to all organizations and all industry
                  sectors. However, GRI recognizes the need to develop supplemental
                  guidelines and the performance indicators to reflect the specificities of industry
                  sectors. A number of sector supplements are currently being drafted to
                  complement the revised guidelines that will be published in June 2002.
         -        GRI provides a voluntary framework for reporters. It is not binding. It offers
                  guidelines on how to prepare credible, transparent and effective reports.
         -        It was also noted that GRI cooperates with other initiatives addressing
                  corporate environmental management and broader sustainability issues (such
                  as with ISO, and the EU-CSR). GRI is also in communication with various
                  national governments that have or plan to develop voluntary programmes or
                  legislation/regulations related to sustainability reporting (such as France, The
                  Netherlands, Germany, Sweden, and the UK), to ensure appropriate
                  harmonization of approaches and initiatives.
         -        The GRI continues to expand its network globally and has organized a number
                  of GRI „briefings‟ in various regions of the world to raise awareness of
                  sustainability reporting. In addition, as the permanent, independent GRI is
                  created, significant efforts will be made to ensure full regional input to the GRI
                  through regional GRI contacts.




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   The Global Reporting Initiative signed a Memorandum of Understanding with the Tour
    Operators‟ Initiative that outlines the relationship between these two bodies, including the
    working modalities for the preparation of the tour operator‟s GRI sector supplement to the
    GRI Sustainability Reporting Guidelines.

4. Participants’ perspectives on sustainability reporting
The participants were asked to express their thoughts and ideas on which would be the most
important element of a tour operator‟s sustainability report. The views expressed have been
captured and will be used as background material for the Multi Stakeholder Working Group.

Summary of the views and comments offered:
  It is very important to take into account the perspective of developing countries, in
   particular the relevance of the guidelines to these countries. A developing country
   representative should be included in the MSWG. (Mr Nawaz – Sri Lanka Tourism Board)
  As indicators are developed, it is important to ensure the information being requested in the
   report is relevant to tour operators. This is more important than including a lot of indicators.
   (Ms Tesei – ACCOR)
  The “Conservatism Principle” as stated in the GRI guidelines 2000 (p.15) is crucial for the
   tour operator‟s business. (Mr Brackenbury – IFTO)
  The important areas of influence of tour operators are 1/ consumers‟ information, 2/ internal
   practices (sustainable policies, audits, action plans), 3/ training, 4/ supply chain (through
   environmental audits and by complying to obligations to social and labor practices), 5/ links
   with local authorities and communities and 6/ projects at destination (environmental as well
   as socio-economic). (Mr Brackenbury – IFTO)
  In the preparation of the tour operator‟s sector guidelines it will be important to take into
   account the differences existing between inbound and outbound. The definition of tour
   operators and the boundaries of their actions need to be clearly defined. (Mr Brackenbury
   – IFTO)
  It is very valuable to create indicators for TO to measure performance because tour
   operators have so many indirect influences, and with these it will be easier to take action to
   improve sustainability performance. It is important that tour operators take a first step on
   this "ladder of sustainability reporting." This will also help tour operators inform suppliers.
   (Ms Jan Jackson – British Airways Holidays)
  Because there are a wide variety of standards, it has been very confusing to report and
   generally speaking easier for tour operators to do nothing. The strength of GRI is that it is
   voluntary by nature, and offers guidelines and not standards. (Mr Richards – ABTA)
  Changing behavior should be the final goal. As the system is voluntary it is important that
   provisions are included on the auditing of the content of the reports. (Mr Dalban – IFU)
  It is crucial to harmonize reporting practices of inter linked sectors such as between tour
   operators and the accommodation. Furthermore, in designing indicators for the tour
   operators sector on their supply chain management practices, it is important to capture the
   differences in the hotel sector, and in particular between big chains and SMEs. Tour
   Operators reporting practices will definitely put a burden down the supply chain, and this
   should be taken into account in the design of the indicators. (Ms Carroll- Simon – IHRA)
  Existing conventions and declarations such as the ILO declaration, the ILO conventions
   relevant to hotels and tourism as well as results of high level meetings should be taken into
   account.(Mr Belau – ILO)


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   Reports on sustainability could also become valuable internal management tools as in a lot
    of cases tour operators are not aware of the footprint of their own activities as well as of
    their own suppliers. Sustainability reports could also become a tool to perform a sound
    qualitative analysis of what happens at destinations, including the secondary impacts of the
    tour operators business. (Mr Selanniemi – Aurinkomatkat-Suntours)
   Sustainability reporting can help to identify the boundaries, which haven‟t been yet clearly
    established. It is crucial to identify first the responsibilities of each stakeholder. Then,
    reporting practices the tour operators‟ sector could become the starting point to finally
    create positive dynamics between different stakeholders. (Ms Sand – Thomson Travel
    Group)
   It is important that the guidelines focus on the actions of the tour operators. It is in fact very
    difficult for tour operators to actually identify their impacts, as they are not based in the
    destinations. (Ms Bermann – Viaggi del Ventaglio)
   Sustainability reporting is a tool for keeping track of changes in performance. This tool
    should allow tour operators to 1/ comply with existing legal framework in country of origin
    and at destinations, and 2/ implement their commitment to sustainability, that is to go one
    step further from legal compliance. (Mr Visser – TUI NL)
   It is important to clearly identify responsibilities of the tour operators: the separation
    between direct vs. indirect responsibility is a good starting point. (Mr Gordon – Tear Fund)
   An incremental approach is acceptable. Standards and targets for improvement must be
    also addressed in guidelines. Tour operators need to be talking to local authorities,
    governments, etc. and take action accordingly. (Mr Gordon – Tear Fund)

5. Identification of tour operators’ key actions and decisions that have an impact on
sustainability.
To facilitate the discussion, a typical tour operating business was presented with regards to its
operating modalities and the actions and decisions that would most likely have an influence on
sustainability. The objective was to provide context for the discussion on indicators for a tour
operator sustainability report.

The objective of Discussion Session 1 was to identify the boundaries of tour operators‟
responsibilities by discussing and agreeing upon actions and decisions of tour operators that
have DIRECT and INDIRECT influence on sustainability,

In order to facilitate the discussion, the actions and decisions were grouped under four main
„areas of action”:
   Supply Chain Management;
   Customers‟ Awareness;
   Destination Development;
   Internal Management.

Participants were encouraged to provide their feedback on the relevance of the actions and
decisions tentatively listed in each category, to list additional ones if relevant or to delete
others.




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Annex 3 summarizes actions and decision that have direct and indirect sustainability as per the
discussion during Session 1 (changes from the original tables distributed during the meteing
are signaled in colors). This table will be the starting point of the work of the Multi Stakeholder
Working Group for the preparation of the tour operator supplement reporting guidelines.

The general conclusion of the discussion was that the tour operator's boundary of influence
(both direct and indirect) on a destination is going to be the biggest debate and the hardest to
come to a resolution. On the contrary, their influence on the supply chain is the most important
and more clear cut.

ADDITIONAL relevant comments made during the discussion have been captured and
summarized below to provide guidance to the MSWG.

5.1 Destination development:
Responsibilities:
   Tour Operators have only indirect influence to limit the development of the destination. The
    development of a destination is market driven. Collectively, tour operators are against
    excessive development (want moratoriums in certain areas), but individually a tour
    operator may want to expand its capacity if there are more customers to send, and may
    take advantage of weak governments to meet the demands of their customers.
   Destinations will have different views some agree with moratorium, and some will fight for
    increase tourism activity of the area. Therefore it is an important part of tour operator's
    work to encourage the destination to make decisions considering sustainability issues. This
    INDIRECT link is important: the relationship between central and regional governments
    and private sector is a critical part of development decisions (decisions to limit or expand
    development) in a destination.
   Sustainable development is not a priority in many developing countries. Legislation on
    sustainability issues is generally lacking. Therefore self-regulation in these countries is
    extremely important.
   Tour operators often have concern about the destination, but not the responsibility of the
    destinations; for example the provision of utilities (fresh water, water treatment) is
    considered by many a responsibility of the governments.
   Under certain circumstances, the decision of whether a tour operator continues to bring
    customers to a certain destination can have huge implications on the economic viability of
    an area. Even if there are issues with water, safety, etc . at a destination, the tour operator
    may not pull out because the economic impacts of discontinuing business at the
    destination may out-way the social or environmental impacts of continuing.

Collective responses:
   Some issues could be a shared responsibility, as individual tour operators may not be in
    the position to address them effectively. Only though a collective voice they may be able to
    ensure that the message is heard. The role of the national federation in this case could be
    crucial.
   The dialogue with ministries and nation government bodies is important to improve local
    infrastructure and to tackle social/cultural issues, which effect tourism. This is best done in
    a collective effort through TO trade associations. Can also be undertaken by individual
    companies, but so far, has resulted in little success.


                                                                                                  6
Tour operators’ means of implementation:
  Compliance to local destination is an important variable to consider when „selecting‟ a new
   destination. Important for tour operators to have regular conversations with local
   authorities, national foreign affairs, and trade authorities of destinations about what they
   should be aware of if they choose to come to that destination.
  Projects in destinations are a public-private partnership, therefore a tour operator's
   decision to participate in such projects are extra- above and beyond the interest of either
   party. Projects are seen as an extra instrument to get destinations to think about issues.
  It is important to know who tour operators have consulted/dialogued with to make
   decisions/partnerships/etc in a destination. It is essential that tour operators talk to more
   than just suppliers at a destination.
  Priorities in the destinations (health, education, etc.) should drive what tour operators
   concentrate on.

5.2 Supply chain management:
The supply chain structure:
   Tour Operators tend to contract supplementary services through incoming agent. However
    they define services offered by incoming agents.
   It is crucial to diversify between direct or indirect contracting, as sometimes there is an in-
    between agent.

Tour operators’ means of implementation:
  Tour operators can exercise an indirect influence on their suppliers by promoting guidelines
   etc.
  It is important to engage suppliers in tour operators‟ policies through a fair dialogue.
  Whatever a tour operator contracts (whether direct or indirect), the tour operator is
   responsible for the final product. A tour operator can provide a set of guidelines to these
   agents of how the product should be created.
  A tour operator should develop policies in consultation with suppliers taking into
   consideration the issues in a destination.

5.3 Internal management:
Retail Pricing policy was discussed at length and no final agreement on the real extent of tour
operators influence through this practice on sustainability was achieved. In particular the
following comments were made:
    It is an illusion to say tour operators can "set fair prices".
    The retail price however has an impact on how the destination is developed.
    Normally individual tour operators will not increase the price of their package, unless there
     is a clear sign from the market.
    Even if a tour operator increases the price of its package to eventually reflect sustainability,
     travel agents will still be free to discount it if it does not sell.
    Tour operators have no control on retail pricing. Prices are market driven. Tour operators
     set prices trying to interpret the market; at the end of the season, if they have been proved
     wrong, they will have to either under-sale a great number of seats.


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   The amount or percentage of income that a tour operator makes in relation to the amount
    the tour operator spends in the destination (mostly through paying suppliers) is an issue of
    sustainability. However, tour operators claim that the amount they give back to a
    destination through supplier contracts is also driven by the market and out of their control.

Additional Action and decisions to be considered:
  Training of suppliers and agents should be included
  Internal staff should not be the only voices heard when a tour operator is assessing how
   well they met their corporate sustainability goals.
  Agents are not taken on incentive trips.

Corporate giving:
  Corporate giving should be included, as well as its role in generating funds for environment
   and social improvement.
  Tour operators have control over the tangible benefits they can bring to a destination. If
   tour operators bring a tangible benefit into a destination above and beyond percentage of
   cost of holiday, it is usually done through a group of tour operators. Tour operators have a
   marginal profit, so the amount they bring through charity into a destination is limited.
   Others argue that charitable donations are sometimes done as an individual company act.
  Most of the times the funds are generated from customers so that tour operator's profit is
   not jeopardized.
  Tour operators should integrate their corporate philanthropy policies in the destinations.
  In measuring the effectiveness of financial and in kind contribution to projects, it is
   important to differentiate between corporate philanthropy and direct contributions to
   projects at destinations.

5.4 Customers awareness:
Responsibilities and roles:
   In the case of indirect sales, the role of travel agents is important in influencing consumer
    choice and behavior. However, tour operators can not always control the content of what
    they provide agents- but can not control action of agents.
   A tour operator indirect influence on customer awareness is providing customer awareness
    instructions to subcontractors (for example, subcontracted diving excursions should
    educate divers about environmental issues under the recommendation of the tour
    operator).
   It is important to distinguish between the excursions with which tour operators have a direct
    versus indirect contract. If a tour operator does not contract with excursion providers at a
    destination, then perhaps they can prescribe to customers which excursion providers they
    suggest based on sustainability criteria.
   The role of all categories of destination representatives (hostesses, guides, incoming TO,
    and other service providers when they are a part of the TO company) in influencing the
    behaviour of tourists was highlighted.
   Information can be conveyed to the customers at different points/stages of travel: tickets,
    airline, at destination airport, hotel, etc.
   National Tourist Boards / Associations could be a great link to provide information- but they
    argue their current role is marketing.


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Tour operators’ means of implementation:
  The content of the brochure is a powerful communication instrument as well as the press,
   internet, and general PR activities.
  An indirect influence on customer awareness is using airline in-flight videos. This could be
   problematic with airlines servicing different destinations, as they may have troubles
   changing videos specific to destinations. More generic videos would be easier to use than
   destination specific ones.
  The relationship between Tour Operators and their respective countries foreign offices
   should be taken into account: in most countries Foreign Offices circulate notes on health
   and safety that each tour operator normally picks up in its information (most tour operators
   refer customers to the web-site of the Foreign Ministries that provide information on
   destination quality).
  The type of information disseminated is also very important – and not only the instruments.
  The input of local authorities and communities in how they are represented in brochures
   and other advertising material is important. It was suggested that the text and information
   should be created in consultation with local authorities and community groups in that
   destination so they can make sure they are accurately represented.
  Tour operators need to explore more timely and effective methods and channels of
   information through which consumers could be given information about destinations and
   how they could have a enjoyable and sustainable holiday.
  Must be wary about lack of credibility of the information should they supply vs. information
   the service suppliers provide
  Information in brochures is not always effective as tourists only read information on travel
   documents, while the brochures are read months before departure.
  Various studies support that there is a desire for more information once customers make a
   selection of a destination (but feeding customers sustainability information prior to a
   purchase doesn't drive decisions).
  Tourists are sceptical when tour operators indicate sustainable suppliers in their brochures
   (was disputed by many). If a tour operator does provide this type on information, the tour
   operator needs to be careful about setting their criteria for what they include and do not
   include.

6. Where to start – recommendations on the scope of the MSWG first year activities.
After revising the actions and decision that have direct and indirect influence on sustainability,
participants agreed that supply chain, internal management and customers awareness, being
greatly linked to each other, should be addressed together and addressed as a priority in the
development of tour operator‟s sector reporting guidelines. Participants then recommended
that clear links should be established between these three areas. It was also noted that – as
tour operators have more control over these areas – it will be an easier first step and more tour
operators would get on board.

In the area of destination development, clearly a very important area of influence, very different
forces are operating that require a different approach in the identification of reporting indicators.
Thus, this area should be tackled after the above mentioned areas.




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7. Nominations for the Multi Stakeholder Working Groups.
The Multi-Stakeholder Working Group (MSWG) should be formed by members of the Tour
Operators Initiative as well as stakeholder representatives of the selected focus for this first
supplement.
The Multi-Stakeholder Working Group should have approximately 20 members representing:
   10 tour operator companies members of the Tour Operators‟ Initiative
   5 companies or organizations representing the various elements of the tour operators‟
    supply chain
   5 organizations representing the „civil society‟: 3 NGOs + 1 Consumers‟ and 1 trade Union
    representative
   1 representative of local authorities
   1 representative of tourism board

Participants recommended further that the following stakeholder should be represented in the
MSWG:
   Representative of a southern NGO
   Representative of a developing country authority (example: Gambia)
   Suppliers such as airlines and hoteliers (an hospitality chain plus one independent)
    (examples: British Airways for the airlines)
   WWF
   ILO (as observer)
   Cruise industry
   Travel agent
   Consumers‟ organization

8. Working Modalities of the Multi Stakeholder Working Group:
The MSWG will follow the plan of action agreed upon by the signatory parties of the MOU –
that is Global Reporting Initiative and the Tour Operators‟ Initiative (please see Annex 4 –
extracts from the MOU). It should be noted however that the first meeting of the MSWG will no
longer take place in Marrakech on 19 November but in London on 16 November 2001.

In general, all interim and final documentation produced during the process will be posted on
the GRI web site for comments and feedback at www.globalreporting.org as well as the TOI
web site: www.toinitiative.org. The documents will also be circulated for comments to all the
members of the TOI, who are not members of the Multi Stakeholder Working Group.

9. Next steps:
Based on the recommendations made by the participants, TOI, GRI and UNEP will select the
members of the Multi-Stakeholder Working Group, the Business and Non-Business Co-Chairs
and the technical coordinator.
The MSWG will define – under the guidance of a technical coordinator – the specific indicators
on environmental, economic and social performance relevant to the operations and activities in
the three areas identified as priority:
    Supply Chain Management;


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   Customers‟ Awareness;
   Internal Management (excluding retail pricing policies on which no clear agreement on
    level of tour operators responsibilities was achieved).

The MSWG will also prepare a vision document by the same date defining the plan of action to
address the fourth area of action – Destination Development + retail pricing policy – if these
are not addressed – due to lack of time – by the 15 May 2002 – i.e. to be included in the first
supplement of the GRI guidelines 2002.




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                                               Annex 1
                                           Participants List
Association of British Travel Agents
Keith Richards
Head of Consumer Affairs
68-71 Newman Street
London W1P 4AH
Tel: + 44 20 7637 2444
Fax: + 44 7631 4623
Email: krichards@abta.co.uk

International Federation of Tour Operators
Martin Brackenbury
President
170 High Street, Lewes, East Sussex BN7 1YE
United Kingdom
Tel: + 44 208 994 6429
Fax: + 44 208 995 4957
Email m.brackenbury@btconnect.com

International Hotels and Restaurants Association
Elizabeth Carroll-Simon
Director of Industry Affairs
251 rue du Faubourg Saint-Martin
75010 Paris
France
Tel +33 1 44 89 9400
Fax: + 33 1 40 36 7330
Email: ecsimon@ih-ra.com

International Union of Food, Agricultural, Hotel, Restaurant, Catering, Tobacco and Allied Workers
association (IUF/UITA/UIL)
Patrick Dalban Moreynas
Rampe du pont-Rouge 8
CH 1213 Petit Lancy
Switzerland
Tel: 00 41 22 793 22 33
Fax: 00 41 22 793 2238
Email: patrick.dalban-moreynas@iuf.org

International Labour Organization
Dirk Belau
Hotels, Catering and Tourism Specialist
4, route des Morillons
1211 Geneva 22
Switzerland
Tel.: +41 22 799 7787
Facs.: +41 22 799 6713
E-mail: belau@ilo.org

Lloret de Mar Local Authority
Ramon Botet i Pont
Coordinator Local Agenda 21
Plaça de la Vila, 1
Lloret de Mar
Spain
E- 17310 Spain




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Tel : + 34 972 366 965
Fax : + 34 972 372 396
Email : agenda21@grn.es

Lloret de Mar Local Authorithy
Maria Antònia Leal I Sayrol
Director of Lloret de Mar Tourism
Plaça de la Vila, 1
Lloret de Mar
E- 17310 Spain
Tel: + 34 972 37 29 43
Fax: + 34 972 367750
E-mail: maleal@lloret.org

Lloret de Mar Local Authorithy
Arseni Gibert I Bosch
Councilior for Local Agenda XXI in Lloret de Mar
Plaça de la Vila, 1
Lloret de Mar
E- 17310 Spain
Tel: + 34 972 36 49 44
Fax: + 34 972 37 23 96
E-mail: agenda21@lloret.org

Tear Fund
Graham Gordon
Public Policy Officer
100Church Road
Teddington, TW11 8QE
United Kingdom
Tel: + 44 20 8943 7863
Fax: + 44 20 8943 3594
Email: Graham.gordon@tearfund.org

Tourism Board of Sri Lanka
Mr Homar Nawaz
Tel: 01 42 60 49 99
Fax: + 33 1 42 86 04 99
Email: ctbparis@compuserv.com

WWF UK
Justin Woolford
Business and Consumption Unit
Panda House
Weyside Park
Catteshall Lane
Godalming, Surrey GU7 1XR
United Kingdom
Tel: + 44 1483 412 508
Fax: + 44 1283 861 360
Email: jwoolford@wwf.org.uk

Individual Tour Operators companies:
Aurinkomatkat-Suntours
Dr. Tom Selanniemi
Manager for Sustainable Tourism
P.O.Box 275
FIN-00101 Helsinki
Finland.
Tel.+ 358-9-8187106, +358-40-5064192 (mobile)



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Fax. +358-9-8187177
Email: tom.selanniemi@aurinkomatkat.fi

Accor Tours
Ms Sarah Tesei
Environmental Project Manager
2, rue de la Mare Neuve
91021 Evry Cedex
France
Tel: + 33 1 69 36 83 57 (ext. 8080)
Fax: + 33 1 69 36 83 12
Email: tesei_sarah@accor-hotels.com

British Airways Holidays
Ms Jan Jackson
Environmental Manager
2 Greyfriars Close , The Upper Drive
Hove East Sussex BN3 6NX
United Kingdom
Tel: +44-1273-540260
Fax: +441273 551755
Email: jan.jackson@compuserve.com

LTU-Touristik GmbH (former ITS Reisen)
Mr Andreas Museler
Environmental Manager
Humboldtstr. 140-144
D-50170 Köln
Germany
Tel: + 49 2203 42 502
Fax: + 49 2203 42 359
Email: andreas.mueseler@its.de

Thomson Travel
Sand Lotta
Head of Sustainable Tourism
Södermälarstrand 27
117 85 Stockholm
Sweden
Tel: + 46 8720 7200
Fax: +46 8 720 8817
lotta.sand@fritidresor.se

Travel Unie Nederland
Visser Nico
Director for Sustainable Tourism
Volmerlaan 3
2200 AD RijswiJj
The Netherlands
Tel: + 31 70 3076436
Fax: + 31 70 3076789
Email: nico.visser@travelunie.nl

Viaggi del Ventaglio
Ms Ellen Bermann
Environmental Manager
Via dei Gracchi 35
20146 Milano
Italy
Tel: +39-02-46754527


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Fax: +39-02-46754983
Email: ellen.bermann@ventaglio.com


International Organizations and others:
Global Reporting Initiative
Nancy Bennet
UNEP Consultant to the Global Reporting Initiative
Haagsestraat 7
2587 TE Den Haag
The Netherlands
Tel: + 31.70.311.4470
Fax: + 31.70.345.6648
Email: n.bennet@unep.nl

Sarah Raposa
CERES
Project Manager, Green Hotel Initiative
11 Arlington Street, 6th Floor
Boston, MA 02116
USA
Tel: +1 617-247-0700 x16
Fax: +1 617-267-5400
Email: raposa@ceres.org


United Nations Environment Programme
Giulia Carbone
Associate Programme Officer - Tourism
Production and Consumption Unit
Tour Mirabeau - 39-43, quai André Citroën
75739 Paris Cedex 15
France
Tel: +33-1-44371468
Fax: +33-1-44371474
Email: giulia.carbone@unep.fr

Oshani Perera
Consultant
Production and Consumption Unit
Tour Mirabeau - 39-43, quai André Citroën
75739 Paris Cedex 15
France
Tel: + 31 15 215 8929
Email: oshani @planet.nl




                                                     15
                                          Annex 2
                                          Agenda

9.45        Welcome and introductions
            Giulia Carbone - UNEP
            Nancy Bennet - GRI

10.00       Meeting objectives
        Giulia Carbone

10.15      Building a common understanding of sustainability reporting: GRI and the public
           reporting challenge
        Nancy Bennet

10.30      Open discussion: Participants perspective on users and uses of sustainability
           reporting.
        Chaired by Giulia Carbone

11.15       Coffee Break

11.30       Framing today‟s discussion: proposed approach
        Giulia Carbone

11.40      Putting together a holiday: the tour operator production cycle.
            Nico Visser – TUI Netherlands and facilitator of the Tour Operators’ Working
            Group on Reporting

12.00        Discussion Session 1: Review of key activities and decisions of tour operators
             that have direct and indirect influence on economic, social, and environmental
             sustainability. Introduction and discussion.
             Oshani Perera to present and guide participants through the background
             documents
             Nancy Bennet - Chairman

13:00       Lunch in the Cafeteria




                                                                                              16
14:00      Resume Discussion Session 1: Review of key activities and decisions of tour
           operators that have direct and indirect influence on economic, social, and
           environmental sustainability. Discussion and conclusions.
        Nancy Bennet - Chairman

16.15      Coffee break

16.30      Discussion Session 2: the way forward to develop the tour operator sectoral
           guidelines
           - Working Modalities
           - Proposed meetings
           - Funding of the process
           - Nominations for the Multi-Stakeholder Working Group
           Giulia Carbone

17.30      Immediate steps or other matters for discussion.

17.45      Closing remarks
           Nancy Bennet – GRI
           Giulia Carbone - UNEP




                                                                                         17
                                  ANNEX 3
      REVISED ACTIONS AND DECISION WITH INFLUENCE (DIRECT AND INDIRECT)
                             ON SUSTAINABILITY
NOTES TO THE READERS:
1. Additions to the original tables have been highlighted in BLUE
2. Deletions to the original tables have been highlighted in PINK and struck out.

                                         DIRECT INFLUENCE
Activities and Decisions     Variables and                 Suppliers and            Considerations that would
                             Considerations for            Subsidiaries             make the activities and
                             Decision making               involved                 decisions more
                                                                                    sustainable

                                        Co-operation with Destinations

                                        Planning and Development
Make product plans for        Probable new                                          What features
each type of holiday           destinations                                           sites/attractions are
service:                      Destination research                                   ecologically,
 Packages                    In-depth comparison                                    archeologically and
 Inclusive Tours              of alternative                                         cultural sensitivity?
 Fly Drives                   destinations                                          Number and reliability
 Cruises                     Policy decisions on                                    of locally-owned
 Seat only Sales              design of brochures                                    tourism services
                               and number to be                                       providers. What is the
                               printed                                                potential to contract
                                                                                      with them?
                                                                                     Have protected areas
                                                                                      been designated?
                                                                                      What special
                                                                                      considerations does
                                                                                      this require when it
                                                                                      comes to visitor
                                                                                      numbers and activities?
                                                                                     What prevailing
                                                                                      environment and social
                                                                                      concerns are likely to
                                                                                      be exacerbated through
                                                                                      tourism?
                                                                                     Are there
                                                                                      areas/activities where
                                                                                      tourism numbers
                                                                                      should be limited?
                                                                                     Should some
                                                                                      sites/areas be reserved
                                                                                      to specialist/niche
                                                                                      tourism services only?
                                                                                     Is there potential to
                                                                                      work in partnership with
                                                                                      local government and
                                                                                      tourism authorities to
                                                                                      maintain destination
                                                                                      quality?
                                                                                     Is adequate
                                                                                      Infrastructure available
                                                                                      for transport, solid
                                                                                      waste and effluent
                                                                                      treatment, recycling,



                                                                                                           18
                                                                                  and electricity and fuel
                                                                                  supply? Can we and
                                                                                  other TO contribute to
                                                                                  improve local
                                                                                  infrastructure
Destination selection:        Profit, return and          Transport             Does the ecological
 Identify new                 revenues forecasts                                  and cultural sensitivity
     destinations             Potential to increase       Accommodation          of sites/destinations
 Orientation site             market shares               Supplementary          warrant imposing limits
     visits                   Potential to grain           Services               on the number of
 Determine                    prestige through            Incoming Agents        visitors?
     destinations to be        market leadership            (also called          To what extent is
     continued and            Findings of consumer         inbound tour           legislation on
     discontinued              studies                      operators)             environment and social
 Estimate sales for          Quality and                                         accountability
     each destination          uniqueness of natural                               enforced?
 Estimate hotel               + cultural                                         What environment
     capacity at each          features/attractions/sit                            protection and
     destination, duration     es                                                  conservation plans are
     of tours and             Possible activities +                               in place? How are
     departure dates           excursions                                          these to be improved
                              Adequate Health and                                 in the future?
                               safety standards                                   How are social issues
                              Absence of crime +                                  such as human rights,
                               security assurance                                  child labour, forced
                              Free from political                                 labour ensured? Can
                               and civil strife                                    TO play a role to
                              Condition of                                        minimise such issues?
                               infrastructure                                     Are sites/attractions
                                                                                   carrying out visitor
                                                                                   management plans?
                                                                                  Is there good potential
                                                                                   to contract with local
                                                                                   businesses and
                                                                                   employ local people
                                                                                  What is the level of
                                                                                   environment and social
                                                                                   awareness/expertise of
                                                                                   local tourism service
                                                                                   providers? What can
                                                                                   TO do to improve local
                                                                                   expertise on
                                                                                   sustainability?
                                                                                  Can TO build
                                                                                   meaningful
                                                                                   partnerships with local
                                                                                   government/tourism
                                                                                   authorities to maintain
                                                                                   destination quality
                                                                                  Can TO work with local
                                                                                   NGOs and community
                                                                                   groups to improve
                                                                                   destination quality?
                                                                                  What infrastructure
                                                                                   improvements are
                                                                                   planned in regard to
                                                                                   transport, solid waste
                                                                                   and effluent treatment,
                                                                                   recycling, electricity
                                                                                   and fuel supply?


                                                                                                       19
                                        Supply Chain Management

Contracting
Tender and confirm            Numbers to be           Designers    Include information on
contracts for the design,      printed                 Printers      the sustainability
production and printing of    Prices                                 issues in destinations,
brochures and price lists,    Run on prices                          how tourists can
editions 1, 2, 3, and 4.      Design and                             contribute to maintain
                               innovation (photos,                    destination quality and
                               art work, maps etc)                    advise on how to have
                              Paper type and                         a sustainable holiday
                               weight                                Can a reduced number
                              Binding                                of brochures be
                                                                      printed?
                              Packaging                             What is the current
                              Previous contracts                     percentage of
                               and relationship                       brochures being
                                                                      discarded/invalid
                                                                      before it reaches the
                                                                      potential tourist?
                                                                     Can price lists be
                                                                      printed separately to
                                                                      avoid reprinting the
                                                                      entire brochure?
                                                                     Can better design
                                                                      reduce the number of
                                                                      pages in some
                                                                      brochures?
                                                                     Can partly recycled
                                                                      paper be used for
                                                                      some brochures?
                                                                     Make brochures
                                                                      available on the
                                                                      internet
                                                                     Look into the
                                                                      environment policies
                                                                      and practices of
                                                                      printers such as pre-
                                                                      pre technologies,
                                                                      choice of paper,
                                                                      composition of inks,
                                                                      overprint coatings,
                                                                      bindings and glues etc.
                                                                     Inquire into suppliers
                                                                      social policies and
                                                                      activities such as such
                                                                      as minimum wages,
                                                                      benefits, workplace
                                                                      issues child and forced
                                                                      labour, community
                                                                      development,
                                                                      charitable
                                                                      contributions, human
                                                                      rights
                                                                     Invite suppliers to
                                                                      improve environment
                                                                      and social
                                                                      performance –agree
                                                                      on a incremental


                                                                                          20
                                                                                   programme of action
                                                                                  Plan joint- efforts to
                                                                                   improve the
                                                                                   environment and social
                                                                                   attributes of brochures

Sales and Marketing
Brochures on the market:    Quantity required               Couriers            Ensure correct number
Storage and distribution    Delivery schedule               Distributors         of brochures are
of brochures (all           Correlate delivery              Travel Agents        delivered
editions/reprints) to        quantity to the agents          Corporate retail    Look into brochure
corporate retail outlets     sales figures                    outlets              return/recycling
and travel agents                                                                  practices
                                                                                  Inquire into the
(moved from the                                                                    environment and social
subheading raising                                                                 policies and practices
customer awareness)                                                                of couriers, distributors
                                                                                   and travel agents.

                                    RAISING CUSTOMER AWARENESS

Packaging
Work on Brochures:          Has all necessary             Graphic               Does the brochure
 Compile the content        information been               designers               include information on
 Set requirements for       included?                                              the environment and
     the design and                                                                 social characteristics
     layout                 Has the accuracy of                                    of destinations?
                             the information been                                 Are tourists given
                             verified?                                              information on how to
                                                                                    make their stay in
                            Is the layout                                          destinations more
                             attractive, inviting,                                  sustainable?
                             and easy to follow ?                                 Is the above
                                                                                    information written
                                                                                    engagingly so that it
                                                                                    heightens interest in
                                                                                    sustainability and can
                                                                                    positively influences
                                                                                    the behaviour of
                                                                                    tourists?
                                                                                  Does the layout and
                                                                                    design of the pages
                                                                                    make the above
                                                                                    information easy to
                                                                                    spot and read?
Compile, distribute and    Ensure distribution and         Incoming Agent        Invite comments on
evaluate customer          collection of questionnaires     (also called           suppliers‟ and service
satisfaction                                                Inbound Tour           providers environment
questionnaires                                              Operators)             and social activities
                                                           Accommodation         Invite comments on
                                                                                   how guests have
                                                                                   engaged in local
                                                                                   sustainability efforts
 Sales and Marketing
Launch promotions, PR       Marketing objectives          PR Agencies          Include information on
events, and media and        of each brand                 Advertising            sustainable destination
trade press advertising     Demand and price               Agencies                   management
campaigns                    elasticity                    Press and              sustainable tour
                            Strength of                    media                      operating



                                                                                                         21
                               competitors               Travel Trade        sustainable holiday
                              Characteristics of         Press                  making in
                               target markets            Travel Trade       Promotional material and
                                                          Organisations      advertising.
                                                         Industry
                                                          Organisations
Brochures on the market:      Quantity required         Couriers            Ensure correct number
Storage and distribution      Delivery schedule         Distributors          of brochures are
of brochures (all             Correlate delivery        Travel Agents         delivered
editions/reprints) to          quantity to the agents    Corporate retail    Look into brochure
corporate retail outlets       sales figures              outlets               return/recycling
and travel agents                                                               practices
                                                                              Inquire into the
Moved to appear under                                                           environment and social
the subheading Supply                                                           policies and practices
Chain Management                                                                of couriers, distributors
                                                                                and travel agents.
Prepare and distribute                                   Sales Services      Include advise on how
travel documents (tickets,                               Travel Agents        to make a holiday more
itineraries, vouchers,                                                         sustainable
travel tips)                                                                  Inform tourists on
                                                                               relevant environment,
                                                                               social and security
                                                                               conditions in
                                                                               destinations that are
                                                                               published by national
                                                                               government sources.
                                                                              Include information on
                                                                               how tourists can help
                                                                               maintain destination
                                                                               quality and integrity
EVALUATION
Handling customer and         Conditions for                                Asses the number of
agency                         compensation                                  complaints caused by or
queries/complaints (when      Prompt handling of                            linked to:
tourists return home)          complaints                                     Environment and social
                              Record type and                                    conditions in
                               cause of complaints                                destinations
                                                                              Poor environment and
                                                                                  social performance of
                                                                                  suppliers




                                                                                                     22
                                        INTERNAL MANAGEMENT

 Planning and Development
Recruit and train internal     Experience                                  Inquire into the
employees                      Qualifications                                environment and social
                               Personality                                   awareness of
                               Language ability                              employees
                                                                            Include information on
                                                                              the wider sustainability
                                                                              agenda, environment
                                                                              management
                                                                              programmes,
                                                                              corporate social
                                                                              responsibility
                                                                              obligations, destination
                                                                              management and
                                                                              sustainable holiday
                                                                              making in training
                                                                              programmes.
                                                                            Provide employees
                                                                              with information on
                                                                              green consumerism
                                                                              and sustainable
                                                                              marketing practices
Plan and conduct             Performance of            Transport          Inform participants
incentive/education trips     employees                 Accommodation       about prevailing
for employees                Policies for benefits     Supplementary       environment and social
                              and incentives             Services            issues and
                             Future plans for          Incoming Agents     response/control efforts
                              growth and expansion       (also called        in place
                                                         inbound tour       Include visits to sites
                                                         operators)          that provide a
                                                        Travel Agents       showcase for
                                                                             sustainable tourism
                                                                            Use suppliers with a
                                                                             good track on
                                                                             sustainability

Plan and conduct             New brands and            Transport          Inform participants
incentive/education trips     destinations              Accommodation       about prevailing
for suppliers‟               Policies for              Supplementary       environment and social
                              strengthening supplier     Services            issues and
                              relationships             Incoming Agents     response/control efforts
                             Policies for               (also called        in place
                              strengthening brand        inbound tour       Include visits to sites
                              loyalty and motivation     operators)          that provide a
                                                        Travel Agents       showcase for
                                                                             sustainable tourism
                                                                            Use suppliers with a
                                                                             good track on
                                                                             sustainability

Packaging
Establish the prices at      Costs of services                             Is a „fair‟ price being
which holiday services        purchased                                      paid for services
will be retailed             Commission to be                               purchased, negotiated
                              paid                                           in partnership with



                                                                                                   23
                             Fixed and variable        local suppliers
                              costs                    Are overheads
Deleted.                     Proportion of             allocated for investing
                              overhead allocated to     in destinations
                              each service, brand      Are adequate
                              and destination           overheads allocated
                             Expected sales            for internal training?
                              volume                   Does the company
                             Marketing objectives      comply with tax
                             Prices of competitors     regulations in
                             Exchange rates            destinations?
                             Inflation
                             Departure periods

Recruitment, training and      Experience             Inquire into the
briefing of sales              Qualifications          environment and social
representatives                Personality             awareness of
                               Language ability        employees
                                                       Include information on
                                                        general and
                                                        destination specific
                                                        sustainability issues in
                                                        training programmes
                                                       Provide detailed
                                                        information on how
                                                        tourists can make their
                                                        holidays more
                                                        sustainable.
                                                       Provide employees
                                                        with information on
                                                        green consumerism
                                                        and sustainable
                                                        marketing practices
Recruitment and training       Experience             Inquire into the
of reservations and            Qualifications          environment and social
ticketing employees            Personality             awareness of
                               Language ability        employees
                                                       Include general and
                                                        destination specific
                                                        sustainability
                                                        information in training
                                                        programmes
                                                       Train employees how
                                                        to inform clients on
                                                        how to make their
                                                        holidays more
                                                        sustainable.




                                                                             24
Recruitment and training      Experience             Incoming           Note that these
of seasonal employees         Qualifications          Agents(also         employees serve as
such as destination           Personality             called inbound      the key link between
representatives, guides‟      Language ability        tour operators)     the tourists and the
hostesses, chauffeurs         Previous contracts     Accommodation       destination.
animators, instructors‟                               Supplementary      Look into the
etc.                                                   Services            environment and social
                                                                           expertise of
                                                                           contractors and
                                                                           employees
                                                                          Include sustainability
                                                                           issues in training
                                                                           programmes
                                                                          Training programmes
                                                                           should also include
                                                                           how sustainability
                                                                           considerations can
                                                                           effectively be
                                                                           communicated to
                                                                           tourists.
                                                                          Develop strategies to
                                                                           inform and engage
                                                                           tourist in local
                                                                           sustainability issues
 Evaluation
Appraise the summer         Profits                  Management         Appraise internal
seasons corporate           Sales and revenues        consultants         environment and social
performance                  per service group and    Accountants         improvement efforts
                             destination              Auditors           Evaluate the health,
                            Where have sales         Suppliers           safety, environment
                             increased?               Agents              and social
                            Analysis of Customer                          improvement efforts of
                             Satisfaction                                  suppliers and
                             Questionnaires                                subsidiaries
                            Market position                              Evaluate progress in
                            Market penetration of                         attaining corporate
                             new services and                              sustainability goals
                             destinations                                  and targets
                            Supplier issues                              Identify opportunities
                            Compensation                                  for continuous
                             payments                                      improvement
                            Return on                                    Asses the environment
                             Investments                                   and social
                                                                           performance of
                                                                           suppliers and agents
                                                                          Invite suppliers, and
                                                                           agents to evaluate
                                                                           their working
                                                                           relationship with the
                                                                           company.




                                                                                              25
              Internal Corporate Processes
Ongoing internal processes at:                                     Reduce material and
               Headquarters,                                       energy use and reduce
               Branch and                                          wastes output
                    Overseas Offices                               Meet corporate social
               Subsidiaries                                        accountability
              that sustain the                                      obligations such as
              development of holiday                                such as minimum
              packages:                                             wages, benefits,
               Administration                                      workplace issues child
               Human resources                                     and forced labour,
               Financial planning                                  community
               Business planning                                   development,
               Investment                                          corporate giving
               Environment                                         (charitable
                    management                                      contributions),
                    (reduce water,                                  sponsorship, fund
                    energy, transport                               raising, human rights
                    and material inputs                             etc.
                    and waste outputs),
               Corporate social
                    obligations (such as
                    employee benefits,
                    workplace issues
                    community
                    development,
                    charitable
                    contributions etc.)

             External relations
             Join industry associations    Membership fees and    Does the
             and networks to share          criteria                association/network
             experiences and initiate      Size and scope of       provide for networking
             partnerships for               Membership              with other sectors,
             continuous improvement.       Work programmes         industries, suppliers,
                                            and initiatives         NGOs and community
                                           Benefits                groups?
                                           Opportunities for      Would there be
                                            networking              possibilities to network
                                                                    with destination
                                                                    stakeholders such as
                                                                    national government
                                                                    bodies, national
                                                                    tourism organisations,
                                                                    trade organisations
                                                                    and local authorities?
                                                                   Are there opportunities
                                                                    to improve in-house
                                                                    expertise on
                                                                    sustainability.
                                                                   Are there possibilities
                                                                    to identity environment
                                                                    and social
                                                                    improvement
                                                                    projects/causes for
                                                                    corporate giving?




                                                                                         26
Corporate Giving      Corporate                 How can the most
                       philanthropy at points     urgent and visible
                       of origin;                 opportunities for
                      Environment and            sustainability related
                       social improvement         corporate
                       projects in                giving/sponsorship be
                       destinations               identified at
                                                  - Points of origin
                                                  - Destinations
                                                 How can funds be
                                                  generated to
                                                  environment and social
                                                  projects in
                                                  destinations?
                                                 How can tourists be
                                                  engaged in raising
                                                  funds for environment
                                                  and social projects in
                                                  destinations?
                                                 Can in kind donations
                                                  be considered instated
                                                  of monetary
                                                  contributions?
                                                 Have cross sector and
                                                  cross industry
                                                  programmes for
                                                  sustainable
                                                  development been
                                                  launched? Do they
                                                  provide value
                                                  opportunities for
                                                  corporate giving and
                                                  sponsorship?




                                                                     27
                                        INDIRECT INFLUENCE

Activities and Decisions     Variables and             Suppliers and           Considerations that
                             Considerations for        Subsidiaries involved   would make activities
                             Decision making                                   and decisions more
                                                                               sustainable

                                   COOPERATION WITH DESTINATIONS

Planning and Development
Stewardship and               Explore the              Incoming Agents        What efforts have
management of selected         possibilities of         Accommodation           been made to
destinations:                  working in               Transport providers     dialogue
Initiatives to ensure that     partnership with         Attraction/site         constructively with
the environment quality        Ministries, National      managers                national
and social integrity of        Tourism                  Leisure service         government, local
destinations are               Organisations, Local      providers               authorities and
maintained and even            Authorities,             Independents            national tourism
improved.                      Suppliers, and                                    offices on their plans
                               Trade Organisation                                and aspirations for
                              What infrastructure                               the destination in
                               needs to be                                       the future?
                               developed and                                    What efforts have
                               upgraded?                                         been made to work
                              Current and                                       with the above to
                               forecasted demand                                 plan and manage
                              Should destination                                tourism in a more
                               capacity be                                       sustainable
                               increased?                                        manner?
                              Number and type of                               Are suppliers
                               customer complaints                               carrying out efforts
                               relating to                                       to maintain overall
                               incidences of                                     destination quality?
                               pollution,                                        Can TOs participate
                               environment                                       and contribute to
                               degradation and                                   some of these
                               negative social                                   initiatives?
                               phenomena in                                     What can TOs do to
                               destinations.                                     control pressing
                              Safety and security                               environment and
                               issues                                            social issues which
                              Are their pressing                                are/will soon effect
                               environment, social,                              demand?
                               and security issues,                             Can TOs raise funds
                               which may lower                                   for conservation and
                               demand for the                                    community
                               destination in the                                development
                               immediate future?                                 projects?
                              Is it likely that the                            What will be the
                               destination will be                               environment and
                               discontinued?                                     social impacts on
                                                                                 the destination if
                                                                                 capacity is
                                                                                 increased?




                                                                                                    28
                                   SUPPLY CHAIN MANAGEMENT

Contracting
Confirm contracts for                              Couriers           Look into the
                                                   Distributors        environment policies
 storage and                                                           and practices of
  distribution of                                                       couriers and
  brochures                                                             distributors with
                                                                        particular attention
 distribution of travel                                                to route planning,
  documents                                                             scheduling, choice
                                                                        of vehicles,
                                                                        emissions control,
                                                                        use of alternative
                                                                        fuels etc.
                                                                       Inquire into
                                                                        suppliers social
                                                                        policies and
                                                                        activities such as
                                                                        such as minimum
                                                                        wages, benefits,
                                                                        workplace issues
                                                                        child and forced
                                                                        labour, community
                                                                        development,
                                                                        charitable
                                                                        contributions,
                                                                        human rights
                                                                       Invite suppliers to
                                                                        improve
                                                                        environment and
                                                                        social performance
                                                                        –agree on a
                                                                        incremental
                                                                        programme of action
                                                                       Plan joint- efforts to
                                                                        improve the
                                                                        environment and
                                                                        social attributes of
                                                                        the destitution of
                                                                        service
                                                                       Provide suppliers
                                                                        with training on
                                                                        sustainable
                                                                        business
                                                                        development.
Contracting for incoming    Price                 Incoming agents    Efforts to contract
agents (also called         Experience                                 with local owned
inbound tour operators)     Language ability                           businesses
                            Destination                               Invite suppliers‟
                             characteristics                            provide tourists with
                            Reliability of                             information on
                             suppliers in                               sustainability. Some
                             destinations                               of this information
                            Customer                                   could be developed
                             satisfaction data                          by TOs or as a joint
                            Previous contracts                         TO/supplier effort.
                             and relationship                          Inquire into the
                                                                        operator‟s


                                                                                          29
                              Length of                                         environment policies
                               contracting period                                and performance,
                                                                                 especially in relation
                                                                                 to waste, water,
                                                                                 energy, fuel mix,
                                                                                 emissions,
                                                                                 sustainable
                                                                                 purchasing and
                                                                                 supplier
                                                                                 management, and
                                                                                 internal training.
                                                                                Inquire into the
                                                                                 social policies and
                                                                                 performance of
                                                                                 suppliers‟, which
                                                                                 include minimum
                                                                                 wages, benefits,
                                                                                 workplace issues
                                                                                 (such as retention,
                                                                                 non-discrimination),
                                                                                 child and forced
                                                                                 labour, community
                                                                                 development,
                                                                                 charitable
                                                                                 contributions, and
                                                                                 human rights.
                                                                                Invite suppliers to
                                                                                 improve
                                                                                 environment and
                                                                                 social performance
                                                                                 –agree on a
                                                                                 incremental
                                                                                 programme of action
                                                                                Develop joint
                                                                                 initiatives to inform
                                                                                 and engage the
                                                                                 tourist
                                                                                Provide suppliers
                                                                                 with training on
                                                                                 sustainable
                                                                                 business
                                                                                 development.
Contracting for               Price                      Accommodation:       Efforts to contract
Accommodation.                Holiday                 -   Self-catering         with local owned
Ownership rages from           service/brand           -   Apartments            businesses
subsidiaries, co-funded,       characteristics         -   Villas               Invite suppliers‟
franchised, long leased or    Facilities, level of    -   Chalets.              provide tourists with
contracted properties.         service and location    -   Villas                information on
  Preliminary site           Distance from key       -   Guest houses          sustainability. Some
     visits                    features, attractions   -   Hotels                of this information
  Health and safety           and services            -   B&B                   could be developed
     inspection               Health and safety       -   Campgrounds           by TOs or as a joint
  Second round of site        standards                                         TO/supplier effort.
     visits                   Customer                 Health and Safety      Expand health and
  Negotiation and             satisfaction data         Specialists             safety audits to
     confirmation of block    Conditions for the                                include environment
     bookings                  release of unsold                                 management criteria
                               capacity                                          such as waste,
                              Previous contracts                                water, energy,
                               and relationship                                  waste water, indoor


                                                                                                   30
                             Length of                                             air quality,
                              contracting period                                    sustainable
                                                                                    purchasing and
                                                                                    supplier
                                                                                    management, and
                                                                                    training.
                                                                                   Inquire into the
                                                                                    social policies and
                                                                                    performance of
                                                                                    suppliers‟, which
                                                                                    include minimum
                                                                                    wages, benefits,
                                                                                    workplace issues
                                                                                    (such as retention,
                                                                                    non-discrimination),
                                                                                    child and forced
                                                                                    labour, community
                                                                                    development,
                                                                                    charitable
                                                                                    contributions, and
                                                                                    human rights.
                                                                                   Invite suppliers to
                                                                                    improve
                                                                                    environment and
                                                                                    social performance
                                                                                    –agree on a
                                                                                    incremental
                                                                                    programme of action
                                                                                   Develop joint
                                                                                    initiatives to inform
                                                                                    and engage the
                                                                                    tourist
                                                                                   Provide suppliers
                                                                                    with training on
                                                                                    sustainable
                                                                                    business
                                                                                    development.
Contracting for Transport    Charter rights into   Airline:                       Can rail transport be
to and from Destinations      destination           Charters + schedule             considered as an
                             Distance to           flights                         alternative to air
                              destination                                           transport for
                                 Speed             Rail charters + scheduled       travelling to short-
                             Comfort and           journeys                        haul destinations?
                              convenience                                          Inquire into
                             Serving routes        Coaches                         suppliers
                             Internal                                              environment policies
                              management            Ferry services                  and performance
                              policies                                              including fuel
                             Characteristics of                                    consumption, fuel
                              holiday                                               efficiency, fleet,
                              service/brand                                         emissions,
                             Price                                                 hazardous waste,
                             Ground handling                                       water waste water,
                              costs                                                 noise, purchasing
                                                                                    and supplier
                             Conditions for the
                                                                                    management,
                              release of unsold
                              seats and the                                        Inquire into
                              cancellation of                                       suppliers‟ social
                              charters                                              policies and
                                                                                    performance which


                                                                                                     31
                           Penalties                                             include minimum
                           Previous bookings                                     wages, benefits,
                            and relationship                                      workplace issues
                           Setting up the tour                                   (such as retention,
                            operating flight                                      non discrimination),
                            plans with dates and                                  child and forced
                            frequency of                                          labour, community
                            operation, airports                                   development,
                            used, etc.,                                           charitable
                                                                                  contributions,
                                                                                  human rights.
                                                                                 Invite suppliers to
                                                                                  improve
                                                                                  environment and
                                                                                  social performance
                                                                                  –agree on a
                                                                                  incremental
                                                                                  programme of action
                                                                                 Develop joint
                                                                                  initiatives to inform
                                                                                  and engage tourist
                                                                                 Invite suppliers‟
                                                                                  provide tourists with
                                                                                  information on
                                                                                  sustainability. Some
                                                                                  of this information
                                                                                  could be developed
                                                                                  by TOs or as a joint
                                                                                  TO/supplier effort
                                                                                 Provide suppliers
                                                                                  with training on
                                                                                  sustainable
                                                                                  business
                                                                                  development.
Contract for transport     Characteristics of        Airlines                  Inquire into
integrated in the           holiday                   Rail Services              suppliers‟
package/inclusive tour:     service/brand             Coaches                    environment policies
  Transfers at            Distances involved        Car Hire                   and performance
      destinations and     Speed                     Cruise Lines               including fuel
      points of origins    Comfort and               Ferry Services             consumption, fuel
  Transport for            convenience               Liesure services           efficiency, fleet,
      inclusive tours      Internal                  Incoming Agent             emissions,
  Transport for            management                 (also called inbound       hazardous waste,
      Cruises packages      policies                   tour operator)             and water
  Transport for           Price                                                 wastewater, noise,
      excursions           Conditions for the                                    purchasing and
  Vehicle hire for Fly     release of unsold                                     supplier
      Drives                seats and the                                         management.
                            cancellation of                                      Inquire into
                            charters                                              suppliers‟ social
                           Penalties                                             accountability
                           Previous bookings                                     efforts, which
                            and relationship                                      include minimum
                                                                                  wages, benefits,
                                                                                  workplace issues
                                                                                  (such as retention,
                                                                                  non-discrimination),
                                                                                  child and forced
                                                                                  labour, community
                                                                                  development,



                                                                                                   32
                                                                                  charitable
                                                                                  contributions, and
                                                                                  human rights.
                                                                                 Invite suppliers to
                                                                                  improve
                                                                                  environment and
                                                                                  social performance
                                                                                  –agree on a
                                                                                  incremental
                                                                                  programme of action
                                                                                 Develop joint
                                                                                  initiatives to inform
                                                                                  and engage tourist
                                                                                 Invite suppliers‟
                                                                                  provide tourists with
                                                                                  information on
                                                                                  sustainability. Some
                                                                                  of this information
                                                                                  could be developed
                                                                                  by TOs or as a joint
                                                                                  TO/supplier effort.
                                                                                 Provide suppliers
                                                                                  with training on
                                                                                  sustainable
                                                                                  business
                                                                                  development.
Contracting for                Commission rates      Incoming Agent            Give preference to
Supplementary Services :       Price                  (also called inbound       local companies and
 Visits to natural and        Experience             tour operator)             employees
     cultural attractions      Reliability and       Accommodation             Look into company‟s
     and sites                  competency            Couriers                   environment and
 Leisure services             Education and         Attraction managers        social policies and
     (which may be              training              Independents               activities as detailed
     based at                  Health and safety                                 above.
     accommodation)             standards                                        Invite suppliers to
 Additional catering          Language ability                                  improve
 Retail                       Customer                                          environment and
 Tour guides                   satisfaction data                                 social performance
 Hostesses                    Previous contracts                                –agree on an
 Animators                     and relationship                                  incremental
 Instructors                                                                     programme of
 Luggage services                                                                action.
                                                                                 Develop joint
                                                                                  initiatives to inform
                                                                                  and engage tourists.
                                                                                 Invite suppliers‟
                                                                                  provide tourists with
                                                                                  information on
                                                                                  sustainability. Some
                                                                                  of this information
                                                                                  could be developed
                                                                                  by TOs or as a joint
                                                                                  TO/supplier effort.
                                                                                 Provide suppliers
                                                                                  with training on
                                                                                  sustainable
                                                                                  business
                                                                                  development.




                                                                                                    33
Packaging
Sub-contracting for        Experience            Reservations and    Inquire into
reservations and call      Qualifications         call centre          reservations and call
centre services            language ability       contractors          centre contractors‟
                           previous contracts                          environment and
                                                                        social polices and
                                                                        practices (as
                                                                        detailed above).
                                                                       Provide suppliers
                                                                        with training on
                                                                        sustainable
                                                                        business
                                                                        development.




                                                                                          34
Annex 4
                                       PLAN OF ACTION

The process will follow the following phases and steps:

PHASE I: framing phase: the complexity of the tour operator business and the impacts it has
on sustainability will be described to set the basis for discussion. A background report will
describe in particular what are the relative impacts of tour operators and how does a tour
operator operate. The report will also provide recommendations for the selection of the priority
areas, as well as the description of the incremental approach.
PHASE II: narrowing phase: based on the research undertaken in the framing phase, one/two
key areas and their relationship with the economic, social and environmental aspects of
sustainable development will be selected, and reporting guidelines and performance indicators
developed.
PHASE III: visioning phase: develop a vision on how the process will continue post the
development of the first set of indicators and reporting guidelines- i.e. how the other aspects of
the tour operator's operations will be taken into account and developed in the future.

These phases will be executed through the following steps:

Step 1: identification of members of the TOI to participate in the MSWG.
Step 2: the appointed consultant will produce a comprehensive overview of the tour operator‟s
sector, highlighting the links between services offered, functions of the tour operators and
related sustainability impacts. This overview will be developed through an in-depth analysis of
one of the tour operator‟s business and through interviews with the tour operators members of
the MSWG.
The output of this phase will be a report depicting the impacts of the various areas of
operations of tour operators.
The paper will be circulated for comments among the tour operators before its public
dissemination.
Step 3: identification and invitation of representative stakeholders to the meeting "Shaping the
future of sustainability reporting for the tour operator's sector”, 24 September 2001, in Paris.
The participants – including the tour operators - should aim at:
 On which priority areas (such as for example accommodation and/or transport) this first set
     of Sustainability Reporting guidelines should focus on which should be the following steps
     to expand the process over time?
 Who are the main stakeholders for the area(s) selected?
Proposed meeting date: 24 September 2001 - Paris
Step 4: formalisation by UNEP, TOI and GRI in consultation with the invited stakeholders of the
Multi Stakeholder Working Group by 1 October 2001.
Step 5: MSWG to draft – with the support of the appointed consultant and eventually divided
into sub-groups - the reporting guidelines and performance indicators for the selected areas of
activity/impact. A conference call will be organized during by the first week of October 2001.
Step 6: first meeting with members of the MSWG to discuss Draft 1 of the proposed guidelines
and performance indicators.
Proposed meeting date: London, 16 November 2001.
Step 7: incorporation of comments and feedback generated in the Marrakech meeting in Draft
2.
Step 8: Draft 2 will be made available for public comments. Such comments will be reviewed
and incorporated as appropriate into the work of the MSWG.


                                                                                               35
Step 9: Preparation of the vision paper: how and when the other areas of impacts of tour
operators will be addressed.
Step 10: MSWG to refine the guidelines and performance indicators on the basis of the
external comments into a Draft 3.
Step 11: second meeting of the members of the MSWG to discuss Draft 3 and progress made
on the guidelines, performance indicators and vision.
Proposed meeting date: 15 February 2001.
Step 12: incorporation of comments and feedback generated in the February meeting in Draft
4.
Step 13: Draft 4 will be made available for public comments. Comments will be reviewed and
incorporated as appropriate into a Draft 5.
Step 14: circulation of Draft 5 among members of the MSWG for the final approval (conference
call or eventually meeting will be organized 22 April 2002).
Step 15: Final version will be made available for public comments. Such comments will be
reviewed and incorporated as appropriate into the work of the MSWG.
Step 16: editing of the text in view of the publication as a supplement of the GRI core
guidelines in June 2002.
Step 17: submission to the GRI Board of Directors for approval.




                                                                                         36
PROJECT TIMETABLE

                 7/01    8/01    9/01     10/01 11/01 12/01           1/02   2/02      3/02       4/02    5/02
Step 1
Step 2
Step 3                           Prep M
Step 4
Step 5                                    Conf.   Draft 1
                                          Call
Step 6                                            M1
Step 7                                            Draft 2
Step 8                                                      Draft 2
                                                            public
                                                            review
Step 9                                                      Vision
                                                            paper
Step 10                                                                      Draft 3
Step 11                                                                      M2
Step 12                                                                      Draft 4
Step 13                                                                                Draft 4
                                                                                       public
                                                                                       review
                                                                                       Draft 5
Step 14                                                                                           M3
Step 15                                                                                           Final
Step 16                                                                                                   Editing
Step 17                                                                                                   Submi
                                                                                                          ssion



Prep M = Paris, 24 September 2001
Conf Call: conference call on first week of October with the newly formed MSWG
M 1 = London, 16 November 2001
M 2 = Meeting in February 2001 (venue tbd)
M 3 = meeting or conference call on 22 April 2001




                                                                                                 37

								
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