CRISES AND

DISTASTERS IN
THE TOURISM
INDUSTRY
INTRODUCTION
 INTRODUCTION

Crises for tourism operators and destinations may

arise from internal (organizational) sources or from

external events.
HAZARDS (SOURCES OF RISK)
 HAZARDS (SOURCES OF RISK)

The world, face a wide range of disasters and crises from a

variety of hazards including those from:

Natural hazards cyclone, storm surge, flood,

tsunami, earthquake,
mudslide, avalanche,
volcanic eruption.
Technological hazards failure of technical systems relating
to industrial sites,
transportation, infrastructure.
Biological hazards spread of disease amongst people
or animals, pests, contamination.
Civil/political hazards terrorism, sabotage, civil unrest,
hostage situations.
 HAZARDS (SOURCES OF RISK)

 Hazards are not in themselves disasters.

 Each hazard has the potential to impact upon a community

and to cause loss or harm to the community or the

environment.
 Even a hazard impact will not necessarily produce a disaster.

 If an earthquake, for example, were to occur in a remote and

unpopulated area and cause no harm to people or damage to

property or facilities, it would not be a disaster.
 HAZARDS (SOURCES OF RISK)

The World Tourism Organization (2003) identifies risks to the

safety and security of visitors, host communities and tourism
employees from four sources:

The Human and Institutional Environment

Tourism and Related Sectors

Individual Travellers

Physical and Environmental Risks

 HAZARDS (SOURCES OF RISK)

The Human and Institutional Environment

When visitors fall victim to:

 common delinquency (theft, pickpocketing, assault,

burglary, fraud, deception);

 indiscriminate and targeted violence (such as rape) and

harassment;
 organized crime (extortion, the slave trade, coercion);

 terrorism and unlawful interference, hijacking and hostage

taking;
 wars, social conflicts and political and religious unrest; and

 a lack of public and institutional protection services.

 HAZARDS (SOURCES OF RISK)

Tourism and Related Sectors

Tourism and its sectors can endanger visitors' personal
security, physical integrity and economic interests through:

 Poor safety standards in tourism establishments (fire,

construction errors, lack of anti-seismic protection);
 Poor sanitation and disrespect for environmental
sustainability;
 The absence of protection against unlawful interference,
crime and delinquency at tourism facilities;
 Fraud in commercial transactions;
 Non-compliance with contracts;
 Industrial disputes by staff.
 HAZARDS (SOURCES OF RISK)

Individual Travellers
Travellers or visitors can endanger their own safety and security,
and those of their hosts by:
 Practicing dangerous sports and leisure activities, dangerous

driving, and consuming unsafe food and drink;

 Travelling when in poor health, which deteriorates during the

trip;
 Causing conflict and friction with local residents through

inadequate behaviour towards the local communities or by

breaking local laws;
 Carrying out illicit or criminal activities (eg, trafficking in illicit

drugs);
 Visiting dangerous areas;

 Losing personal effects, documents, money, etc, through

carelessness.
 HAZARDS (SOURCES OF RISK)

Physical and Environmental Risks

Physical and environmental damage can occur if travellers:
 Are unaware of the natural characteristics of the destination,
in particular its flora and fauna;
 Have not undertaken adequate medical preparations for the
trip (vaccinations, prophylaxis);
 Do not take the necessary precautions when consuming food
or drink or in their personal hygiene;
 Are exposed to dangerous situations arising from the physical
environment.
THE NATURE OF DISASTERS

Is it natural, technological, biological,

etc?

Is it a regular or seasonal event (eg,

cyclone, floods) which can be
anticipated?

Will it have a limited duration such as an

explosion, or be prolonged (inundation floods,
epidemics)?

Will it develop rapidly with little or no time for

warnings to be issued (eg, aircraft crash), or
gradually as in the case of floods, allowing time
for warning and perhaps even for protective
measures to be taken?
THE NATURE OF DISASTERS
 FACTORS
AFFECTING
TOURISTS WELL-
BEING
 TOURIST WELL-BEING

 Linked to tourist satisfaction.

 Safety & well-being – core elements of experience.

 Tourism vulnerable to natural & man-made

disasters/crises.
 Man-made crises: fires, riots, kidnappings, air crashes,

transport disasters, oil spillages, etc.

 Natural disasters: earthquakes, volcanic eruptions,

floods, hurricanes.
 Tourist health & safety problems at
destination

 Health : SARS, swine flu, etc.

 Personal health issues & illnesses : vomiting,

respiratory problems.
 Precautions on the consumption of food & water.

 Destination illnesses: malaria, cholera.

 Road accidents.
 Tourist health & safety problems at
destination

Health problems & air travel :

 crowded airports - high blood pressure
 Motion sickness
 Deep vein thrombosis (DVT)
 Jet-lag – different time zones
 Cabin air quality – dehydration
 Tourist health & safety problems at
destination

 Tourist road safety accidents generally caused by:

 Tourists being unfamiliar with local roads.
 Driving too fast.
 Being under the influence of drugs & alcohol.
 Lack of experience in driving in other countries.
 Tourists failing to give way to other drivers.
 Driver fatigue and falling asleep at wheel.
 Unfamiliar with roads.
 Poor weather conditions.
 Tourist crime & safety in destination

 Tourists target for criminals – race/cultural

difference, expensive equipment (cameras).

 Types of crime include:

 Theft
 Rape
 Murder
 Fraud
• Wars, terrorism, riots, social unrest, strikes.
 TOURISM TERRORISM & POLITICAL
INSTABILITY

 Types of political instability:

 Wars – national & international

 Terrorism – Bali bombings, September 11.
 Riots, political protests, social unrest.
 Strikes by tourism employees.

 Huge negative impacts on tourism industry.

 Influence of media.
 TOURISM & TERRORISM

 Hijackings, skyjackings, kidnapping, bombings.

 Effects on tourism include:

 Reduced tourism activity

 Relocation to other tourism areas
 Damage to image of destinations
 Economic damage to industry.
 TOURISM & TERRORISM

 Become a major issue since 9/11.

 Attacking foreign tourist from developed countries – good

publicity for its cause.

 Harms economies – countries that rely heavily on tourism.
 ACTS OF TERRORISM:
EXAMPLES

11 SEPTEMBER 2001, NEW YORK

 World Trade Centre.

 Although not aimed at tourists – used airlines as

weapon.
 People afraid to travel.

 Disastrous for tourism and the airline industry.

 ACTS OF TERRORISM:
EXAMPLES

THE BALI BOMBINGS, 2002

 Sari nightclub – Bali resort of Kuta.

 Killed almost 200 people.

 Believed that terrorists targeted nightclub – associated with

party tourism – terrorists & locals disapproved.

 Almost half victims were Australians.

 People from 20 other countries also killed.

 ACTS OF TERRORISM:
EXAMPLES

KENYA HOTEL ATTACK, NOVEMBER 2002

 Attacked Paradise Hotel in Mombasa – Israeli-

owned.
 Destroyed hotel – 12 people killed.

 Tourists targeted – many were Israelis.

 MANAGING TOURIST HEALTH AND SAFETY ISSUES

 Practical guidelines and measures can be offered to tourists

without being alarmist.
 Responsibility however lies in the hands of the tourists to
take the advice.
 Destination areas require adequately resourced medical and
police services.
 Some large tourist areas have dedicated tourist police and
disaster management plans, especially areas prone to natural
disasters.
 Tourism industry has to take a proactive approach.
 Need to provide adequate safety precautions to tourist.
 MANAGING TOURIST HEALTH AND SAFETY ISSUES

Practical advice to tourists include:

Stay in touch with friends & relatives;
Consult guide books;
Avoid dark and unlit streets and short cuts;
Avoid carrying valuables around;
Carry minimum cash;
Never put up a struggle against theft;
Never tell strangers where you are staying;
Always use registered taxis and official modes of transport;
Beware of pickpockets;
Take advice from holiday reps at destinations;
 CRISES & RISK MANAGEMENT
PLANNING

 Helps prepare for crises – response pattern.

 Allows destination to manage crises & reduce potential

impacts.
 Crises & risk management plans now in place for many

destinations.
 Guidelines available to develop plans (UN-WTO).

 Risk management: assess what can go wrong in a

destination & implement strategies to deal with risks.

 Once crises occurs – crises management plan put into action.
FOUR Rs OF CRISES MANAGEMENT
PLAN
 PRECAUTIONS

 Tourism industry must be proactive – advise to tourists:

 Stay in touch with friends & relatives

 Consult guide books
 Avoid dark, unlit areas
 Never tell strangers where you are staying
 Always use registered taxis & official means of transport.
 Beware of pickpockets.
 Avoid carrying valuable and cash around.
 9/11
ATTACKS IN
THE USA
 IMPACT OF 9/11 ON USA TOURISM INDUSTRY

o 10% drop in number of tourists traveling

o 10% drop in worldwide flights

o 16% in US domestic flights

o Cancellation of business trip, conferences & events.

o Sharp drop in hotel occupancy in USA

o Attractions (theme-parks) left empty.

o Most severe impacts in New York.

 IMPACT OF 9/11 ON USA TOURISM INDUSTRY

 US Airways cut 11 000 jobs.

 Continental cut 12 000 staff.

 Virgin Atlantic shed 1200 jobs.

 Many airlines slashed their schedules.

 Tourism in US dropped by one-third in coming months.

 US airlines flying with 50-50% of their seats empty.

 In New York – overall room occupancy rate down to 45%.

 Other destinations with strong US market affected.

 RESPONSE TO 9/11 ATTACKS

 Passed the Air Transportation Safety and System Stabilization

Act – US$10 billion credit to airlines.

 Act also provided US$3 billion to aviation safety.

 Expanded loan facilities to small businesses.

 Tax credit for employment in tourism.

 Subsidized marketing campaigns.

 Travel advice – warning citizens to avoid a wide range of

countries.
 RESPONSE TO 9/11 ATTACKS
 Tightened security measures at restaurants, hotels, airports,
seaports, bus/train stations, entertainment centres.

SECURITY MEASURES AT AIRPORTS INCLUDED:

 5000 members of US National Guard deployed at 422 airports around
the country.
 Only ticketed passengers allowed at departure gate.
 Better screening for knifes, gun, etc.
 More random check of passengers – hand luggage, shoes.
 X-ray of carry-on laptop and other luggage.
 Detailed background check of aviation employees.
 Powerful scanners – detect explosives in baggage.
 Armed plain clothes security on flights.
 Future – face recognition technology – scan crowd for known criminals /
terrorists.
 Fighter aircrafts – new technology – patrolling skies.
 RESPONSE TO 9/11 ATTACKS

SEAPORTS/ BUS & TRAIN STATIONS

 More surveillance cameras.
 More armed security guards (guns, teargas)
 More check points – scan people & luggage.
DETECTOR DOGS
 Federal Aviation Administration (FAA) – breeding program to
increase number of bomb-sniffer dogs.
CORPORATE AMERICA
 Corporate companies increased security measures –
surveillance cameras, entry cards for employees.
BORDERS WITH MEXICO & CANADA
 Scanning, X-ray machines
 RESPONSE TO 9/11 ATTACKS

 Destinations use promotions re-establish tourist interest.

 Hotels, airports & airlines – upgrade security measures.

 Governments offer advise to tourists on terrorist risks.

 Crisis & risk management now seen as important for the

tourism industry.
 Immigration processes tightened.

 Profiling of airline & airport employees.

 More effective crowd control in terminals.

 Automated baggage screening systems at airports.

 Anti-terrorism training for cabin crew.

 RESPONSE TO THE BALI
BOMBINGS

 Australians warmed by their government to stay away from

‘high-risk’ areas.
 Funds from national government to:

 Clean & rebuild Kuta

 Establishment of crisis media centres
 Formation of a recovery task force
 Lobbying to get foreign government to lift their travel warnings.
 Aggressive promotions & price discounts.

 US$3 million allocated to improve security, develop new

products & devise new marketing campaigns.

 RESPONSE TO THE BALI
BOMBINGS

 Official Indonesian government management strategies –

focused largely on improved national & regional security.

 Investment in local infrastructure.

 Series of social support programs addressing health, education

& unemployment within local community.

 Initial recovery strategies developed with support of

international govts. & organizations – World Bank and USAid.

 Large number of NGO’s, volunteers & donors joined growing

Bali Recovery Group.

 RESPONSE TO THE BALI
BOMBINGS

 To re-establish itself as a popular tourist destination, Bali

needed to regain consumer confidence.

 Indonesian govt. embarked on number of strategies to ensure

safety & security:

* identifying & prosecuting Bali bombing suspects.
* strengthening international intelligence sharing
arrangements.
* introducing new anti-terrorism laws.
* increasing visible security & police presence – airports
& seaports.
 RESPONSE TO THE BALI
BOMBINGS

 International marketing & public relations firms – assist in

restoring image.
 Campaigns & slogans such as ‘BALI FOR THE WORLD” and

“KUTA KARNIVAL OF LIFE” – introduced.

 Large scale events – one year anniversary memorial –

staged to draw favorable attention.

 International journalists & travel agents – invited to

experience Bali first-hand.

 Promotions & heavy concessions by airlines, hotels & tour

operators.
 FUTURE OF TERRORISM &
TOURISM

 Terrorists will increasingly attack tourists.

 Will target new destinations – ferries & cruise ships.

 Location of mass tourists will become targets.

 Tourists from Israel, UK and USA will continue to become main

targets.
 Tourist behavior may become motive for targets.
 FUTURE OF TERRORISM &
TOURISM

 Industry needs to reassure tourists – put more resources into

security.
 Hotels to become more security conscious.

 Tour operators make tourists aware of risks in certain areas.

 Role of media important for future of tourism.

 Communities unhappy with behavior of tourists may learn from

other terrorist attacks and engage in the same.

 IMPACTS OF INDIAN OCEAN TSUNAMI
NATURAL
o Destruction of coastal tourism resources.
o Destruction of tourism infrastructure and resort areas.
o Pollution of groundwater/sanitation of drinking water.
o Destruction of agriculture.
o Post-tsunami diseases – cholera & diarrhea.
SOCIAL
o Loss of communities – social disintegration.
o Pressure on shelter and surviving tourism infrastructure.
o Overseas humanitarian aid.
o Fear of residents in residing in coastal areas.
 IMPACTS OF INDIAN OCEAN TSUNAMI

ECONOMIC
 Impact on foreign exchange earnings and visitor arrivals.
 Loss of entrepreneurs & business structures.
 Increased dependence on foreign aid to re-build.
 Over-dependence on tourism – few alternatives.
 Loss of labor force and trained employees.
 Cost of tsunami warning systems.