At 3 AM, when most people are experiencing deep REM sleep, some tour guides are already on the road. By 12 PM, they have already navigated both vehicular and natural traffic, fielded a thousand questions, and dealt with a couple of impromptu scenarios. At 11 PM, they are still smiling around the campfire, preparing to do it all tomorrow again. This is the reality of cramming early mornings, ambitious routes, and extraordinary experiences into tight tourism schedules, driven by shorter travel windows, budget constraints, and increasingly competitive international markets.
On 28 January 2026, the Roundtable Human Rights in Tourism, together with Fair Trade Tourism (FTT) and the Southern African Tourism Services Associations (SATSA), convened stakeholders from across South Africa and Europe’s tourism industries to interrogate what a “good” itinerary looks like for the people who deliver it.
The session built on findings from the 2025 Human Rights in Tourism Impact Assessment South Africa, which revealed that, despite the country’s legislative framework being comparatively strong, there are still some systemic challenges (such as gender pay disparity and employment inequality) that need to be addressed. “The legislation ensures compliance, particularly in workforce safety and environmental protection. However, the enforcement of fair wages and working conditions needs greater alignment,” unpacked Katharina Stechl, Programme Manager of the Roundtable Human Rights in Tourism.
Current working conditions in the country
In South Africa, tour guides are basically independent contractors. Some even run their own businesses. This means they don’t fall under the basic conditions of the Employment Act and are not bound to any ordinary working hours, overtime payments, set working hours, or breaks. Tours run on any day of the week, not necessarily just Monday to Friday. In remote areas, rangers or trackers work for six weeks, then take two weeks off.
“There is almost no time to get sick or have an off day. You are expected to perform at 100%, even if you’re not feeling 100%,” explained an independent guide and owner-operator when echoing his 3 AM start.
“I don’t know anybody in hospitality who works fixed hours, apart from reservation teams, maybe. There’s a lot of work that happens before and after a tour that people don’t see: meals don’t just magically appear on tables; rooms don’t clean themselves; cars don’t drive themselves; etc. It’s not a normal nine-to-five industry for anybody,” another participant added.
And while these people usually go out of their way to make it possible, it often comes at the cost of sleep or family time.
For this reason, moderator Rachel Nxele noted that “fair working conditions in the tourism industry need to go beyond the vehicles and lodges. It starts in the planning phase.” She emphasised that “decisions taken during itinerary design directly shape the daily realities of these frontline workers’ operating hours, rest, safety, dignity, and more.
Taking care of the community
In addition to providing a peaceful place for guests to break away from their busy lives, Needles Lodge’s commitment to responsible tourism also includes ensuring fair and safe working conditions, supporting staff development, and investing in local community initiatives.
The lodge is a member of The Code, upholding a strict zero-tolerance policy towards the sexual exploitation of children in tourism. This includes training staff to recognise and report risks, and creating safe spaces for children – through monthly financial and other donations to the Komati Care Centre, which helps the homeless and unsupervised children of Orlando.
And, in addition to sourcing from local suppliers, the lodge implements energy efficiency, waste management and water conservation.
When maps don’t match reality
Whether it is a five-hour transfer that looks short on a map, a township tour compressed into an hour, or a safari guest disappointed not to see a leopard, misaligned expectations can have dire consequences on staff. “Operators expect guides to make miracles happen in an hour. One of our guides relates it to walking through the zoo, which erodes value for visitors, too,” an attendee expressed. “So it’s always a bit of a balancing act between what the customer wants and what’s actually plausible.”
Another attendee reminded the room that: “Nature doesn’t run on a clock. You’re not coming to a space where the animals are sitting waiting for you. It’s their turf, their playground. You have to wait for them. It’s all about the timing, the animals, the weather conditions, the noise, and so many other factors that we have to consider.”
Additionally, South Africa’s distances are significant, and what might appear on a map as a modest transfer can translate into five or six hours on the road. Add unpredictable traffic, safety considerations, and activities running late, and the cumulative effect can erode rest periods for staff. And while the Department of Transport has put legislated limits on driving distances and hours (having two drivers if the destination is over 800km away, providing sleeping arrangements for overnight trips, not driving for longer than 12 hours at a time, overtime pay, etc.), these are not always incorporated into itineraries.
“We also know from other topics around human rights that it is quite difficult to engage travellers before they are on site. There is a high chance they don’t read the policies that are sent out with the itinerary,” Stechl stressed.
And of course, in the digital world we live in today, social media and AI have a huge effect on client expectations. With more AI-generated content coming to the market, people might get a completely wrong picture before they even go on a trip. Or some influencers will share “the perfect Big Five moment” on Instagram, but don’t mention that it probably took them five to seven safaris to get there.
The customer meets the captain
Attendees agreed that decision-makers shouldn’t make decisions over the local community and people who are affected by the outcomes. “We need to involve them in the planning and put more effort into co-creation,” Fair Trade Tourism Board Member Lisa Scriven pointed out. “If you’re creating this itinerary jointly, you’ve got the realities from the ground and the expectations from the guests kind of around one table before the time, like ahead of time. When it comes back to communicating and whose responsibility it is, everybody’s on the same page in terms of the understanding around how we’re going to handle it so that it doesn’t roll down to the person at the bottom of the totem pole.”
However, there is this shared mentality in many industries that the ‘customer is king’ that has discouraged service delivery staff from standing up for their own rights. “There is power in the language we use when referring to people. Instead of drivers, for example, we can call them captains, because their job is to get you to your destination safely. It garners a different level of respect and consideration,” an attendee shared.
“To achieve that kind of trust, we need agencies on site that speak up on their behalf,” someone suggested. Unions were discussed as one way to ensure human rights are protected across the industry, but while they would assist with certain protection around fair working conditions, hours, and wages, on the other hand, those tour guides would also then be limited when it comes to commissions and tips and wages on their side. “At the moment, that trend is rather going to the opposite side, with guides not wanting to be part of a union or a regulated space, but rather having the freedom of being freelance and having the tips, commissions, or wages that are paid as per operators.”
Associations and forums, like Fair Trade Tourism, were presented as a better alternative to Unions, because they allow industry members to be part of the conversations that directly influence their working conditions. “Fair Trade Tourism has always been known for its focus on people; protecting people in the workplace, making sure that working conditions are safe and of high quality, and that people are developed as individuals,” Lisa explained.
From planning to practice
The workshop identified immediate actions that can make a difference:
- Build realistic travel times and rest periods into itineraries from the outset, accounting for South Africa’s significant distances and unpredictable conditions.
- Provide accessible accommodation for late- or overnight drivers.
- Ensure meal allowances align with actual dining costs so staff can maintain dignity.
- Conduct on-site briefings rather than relying solely on pre-travel documentation.
- Educate international partners about local transport realities and labour contexts.
- Encourage staff to speak up when plans compromise safety or wellbeing.
- Adopt language that reflects respect.
- Connect regularly between operators and ground staff to discuss challenges.
- Work with forums and associations to stay informed about human rights regulations and legislation.
A large part of the Fair Trade Tourism standard addresses the legislative frameworks prevalent in South Africa. This is supported by useful tools, like the Digital Learning Hub, commissioned by the Roundtable Human Rights in Tourism, that help members incorporate these legislations into their organisations.
As well as a comprehensive training programme by the Roundtable Human Rights in Tourism that unpacks regulations like the German Supply Chain Act (LkSG) and the European Corporate Sustainability Due Diligence Directive (CSDDD): https://online.atingi.org/enrol/index.php?id=5100
At 3 AM, when most people are experiencing deep REM sleep, some tour guides are already on the road. By 12 PM, they have already navigated both vehicular and natural traffic, fielded a thousand questions, and dealt with a couple of impromptu scenarios. At 11 PM, they are still smiling around the campfire, preparing to do it all tomorrow again. This is the reality of cramming early mornings, ambitious routes, and extraordinary experiences into tight tourism schedules, driven by shorter travel windows, budget constraints, and increasingly competitive international markets.
On 28 January 2026, the Roundtable Human Rights in Tourism, together with Fair Trade Tourism (FTT) and the Southern African Tourism Services Associations (SATSA), convened stakeholders from across South Africa and Europe’s tourism industries to interrogate what a “good” itinerary looks like for the people who deliver it.
The session built on findings from the 2025 Human Rights in Tourism Impact Assessment South Africa, which revealed that, despite the country’s legislative framework being comparatively strong, there are still some systemic challenges (such as gender pay disparity and employment inequality) that need to be addressed. “The legislation ensures compliance, particularly in workforce safety and environmental protection. However, the enforcement of fair wages and working conditions needs greater alignment,” unpacked Katharina Stechl, Programme Manager of the Roundtable Human Rights in Tourism.
Current working conditions in the country
In South Africa, tour guides are basically independent contractors. Some even run their own businesses. This means they don’t fall under the basic conditions of the Employment Act and are not bound to any ordinary working hours, overtime payments, set working hours, or breaks. Tours run on any day of the week, not necessarily just Monday to Friday. In remote areas, rangers or trackers work for six weeks, then take two weeks off.
“There is almost no time to get sick or have an off day. You are expected to perform at 100%, even if you’re not feeling 100%,” explained an independent guide and owner-operator when echoing his 3 AM start.
“I don’t know anybody in hospitality who works fixed hours, apart from reservation teams, maybe. There’s a lot of work that happens before and after a tour that people don’t see: meals don’t just magically appear on tables; rooms don’t clean themselves; cars don’t drive themselves; etc. It’s not a normal nine-to-five industry for anybody,” another participant added.
And while these people usually go out of their way to make it possible, it often comes at the cost of sleep or family time.
For this reason, moderator Rachel Nxele noted that “fair working conditions in the tourism industry need to go beyond the vehicles and lodges. It starts in the planning phase.” She emphasised that “decisions taken during itinerary design directly shape the daily realities of these frontline workers’ operating hours, rest, safety, dignity, and more.
Taking care of the community
In addition to providing a peaceful place for guests to break away from their busy lives, Needles Lodge’s commitment to responsible tourism also includes ensuring fair and safe working conditions, supporting staff development, and investing in local community initiatives.
The lodge is a member of The Code, upholding a strict zero-tolerance policy towards the sexual exploitation of children in tourism. This includes training staff to recognise and report risks, and creating safe spaces for children – through monthly financial and other donations to the Komati Care Centre, which helps the homeless and unsupervised children of Orlando.
And, in addition to sourcing from local suppliers, the lodge implements energy efficiency, waste management and water conservation.
When maps don’t match reality
Whether it is a five-hour transfer that looks short on a map, a township tour compressed into an hour, or a safari guest disappointed not to see a leopard, misaligned expectations can have dire consequences on staff. “Operators expect guides to make miracles happen in an hour. One of our guides relates it to walking through the zoo, which erodes value for visitors, too,” an attendee expressed. “So it’s always a bit of a balancing act between what the customer wants and what’s actually plausible.”
Another attendee reminded the room that: “Nature doesn’t run on a clock. You’re not coming to a space where the animals are sitting waiting for you. It’s their turf, their playground. You have to wait for them. It’s all about the timing, the animals, the weather conditions, the noise, and so many other factors that we have to consider.”
Additionally, South Africa’s distances are significant, and what might appear on a map as a modest transfer can translate into five or six hours on the road. Add unpredictable traffic, safety considerations, and activities running late, and the cumulative effect can erode rest periods for staff. And while the Department of Transport has put legislated limits on driving distances and hours (having two drivers if the destination is over 800km away, providing sleeping arrangements for overnight trips, not driving for longer than 12 hours at a time, overtime pay, etc.), these are not always incorporated into itineraries.
“We also know from other topics around human rights that it is quite difficult to engage travellers before they are on site. There is a high chance they don’t read the policies that are sent out with the itinerary,” Stechl stressed.
And of course, in the digital world we live in today, social media and AI have a huge effect on client expectations. With more AI-generated content coming to the market, people might get a completely wrong picture before they even go on a trip. Or some influencers will share “the perfect Big Five moment” on Instagram, but don’t mention that it probably took them five to seven safaris to get there.
The customer meets the captain
Attendees agreed that decision-makers shouldn’t make decisions over the local community and people who are affected by the outcomes. “We need to involve them in the planning and put more effort into co-creation,” Fair Trade Tourism Board Member Lisa Scriven pointed out. “If you’re creating this itinerary jointly, you’ve got the realities from the ground and the expectations from the guests kind of around one table before the time, like ahead of time. When it comes back to communicating and whose responsibility it is, everybody’s on the same page in terms of the understanding around how we’re going to handle it so that it doesn’t roll down to the person at the bottom of the totem pole.”
However, there is this shared mentality in many industries that the ‘customer is king’ that has discouraged service delivery staff from standing up for their own rights. “There is power in the language we use when referring to people. Instead of drivers, for example, we can call them captains, because their job is to get you to your destination safely. It garners a different level of respect and consideration,” an attendee shared.
“To achieve that kind of trust, we need agencies on site that speak up on their behalf,” someone suggested. Unions were discussed as one way to ensure human rights are protected across the industry, but while they would assist with certain protection around fair working conditions, hours, and wages, on the other hand, those tour guides would also then be limited when it comes to commissions and tips and wages on their side. “At the moment, that trend is rather going to the opposite side, with guides not wanting to be part of a union or a regulated space, but rather having the freedom of being freelance and having the tips, commissions, or wages that are paid as per operators.”
Associations and forums, like Fair Trade Tourism, were presented as a better alternative to Unions, because they allow industry members to be part of the conversations that directly influence their working conditions. “Fair Trade Tourism has always been known for its focus on people; protecting people in the workplace, making sure that working conditions are safe and of high quality, and that people are developed as individuals,” Lisa explained.
From planning to practice
The workshop identified immediate actions that can make a difference:
- Build realistic travel times and rest periods into itineraries from the outset, accounting for South Africa’s significant distances and unpredictable conditions.
- Provide accessible accommodation for late- or overnight drivers.
- Ensure meal allowances align with actual dining costs so staff can maintain dignity.
- Conduct on-site briefings rather than relying solely on pre-travel documentation.
- Educate international partners about local transport realities and labour contexts.
- Encourage staff to speak up when plans compromise safety or wellbeing.
- Adopt language that reflects respect.
- Connect regularly between operators and ground staff to discuss challenges.
- Work with forums and associations to stay informed about human rights regulations and legislation.
A large part of the Fair Trade Tourism standard addresses the legislative frameworks prevalent in South Africa. This is supported by useful tools, like the Digital Learning Hub, commissioned by the Roundtable Human Rights in Tourism, that help members incorporate these legislations into their organisations.
As well as a comprehensive training programme by the Roundtable Human Rights in Tourism that unpacks regulations like the German Supply Chain Act (LkSG) and the European Corporate Sustainability Due Diligence Directive (CSDDD): https://online.atingi.org/enrol/index.php?id=5100