Sustainable Tourism: The Tour Operators' Contribution

5.2 Hapag-Lloyd Kreuzfahrten:
Educational Information for Customers
Description of Good Practice
Hapag-Lloyd Kreuzfahrten (HLK), a German tour operator that is part of
TUI AG, specialises in expedition and luxury cruises (river and ocean)
around the world, particularly in sensitive and pristine areas such as the
Arctic, Antarctica, the South Pacific Islands and the Amazon basin. In the
2002/2003 season, 1,349 passengers visited the Antarctic on board two of
HLK’s cruise ships, MS Bremen and MS Hanseatic.
Antarctic tours are challenging, because they are conducted away from traditional routes in extreme
conditions, where the environment is pristine and fragile. HLK complies strictly with Recommendation
XVIII-1, adopted at the Antarctic Treaty Meeting in Kyoto 1994, and with the rules of the International
Association of Antarctica Tour Operators. To minimise the environmental impacts of its tours and improve
the experience of its customers, HLK has also developed a handbook for travellers to Antarctica.
The 132-page highly illustrated handbook provides:
• Guidelines and practical information for appropriate behaviour in Antarctica (see Box 1);
• Historical, geological and scientific facts to accompany the lecture programmes offered on cruises; and
• Supplementary reading on Antarctica, covering topics such as the history of the region, facts about
the sub-Antarctic islands, details on the Antarctic Treaty, information on the plants and animals of the
Antarctic and a discussion of environmental issues in the region, for example the effects of ozone layer
depletion and global warming.
In addition to receiving the handbook, each passenger and crew member receives a copy of
Recommendation XVIII-1 and attends a presentation on how to behave in Antarctica. A group of
experienced lecturers and naturalists is always on board each ship.
The handbook, now in its fourth edition, was written by six of the scientists and lecturers who serve on the
MV Hanseatic and MV Bremen, all of whom have extensive experience in Antarctica.
Much effort was made to ensure that the handbook met the priorities and needs of all parties. For example,
most HLK passengers expect comprehensive information on the landscapes, flora and fauna of the region,
not just during lectures but also on shore
excursions. In addition, respect for nature
and sensitivity to foreign ethnic groups are
top priorities for HLK.
peNguiN-watchiNg duriNg a shore excursioN oN mv haNseatic
Implementation
The handbook is given to each passenger
prior to departure. On-board lectures
during the cruises are given by biologists,
geologists, glaciologists, marine biologists,
historians and others. The lecturers also
accompany passengers ashore to answer
questions and ensure that the Guidelines
are respected. There is a designated ‘focal
point’ during each cruise who can answer
any questions the tourists may have after
reading the handbook.
Sustainable Tourism: The Tour Operators’ Contribution 1
5. Customer Relations