Anton Gillis | CEO | Hamac and Kruger Gate Hotel | mail me |
Are we there yet? E-visas could boost SA’s tourism competitiveness, but we are not yet geared for arrivals. Properly rolled-out digital visas will boost inbound travel. They will also dismantle long-standing entry hurdles.
For anyone returning to South Africa after time abroad, there’s an unmistakable sense of homecoming – the warmth of a genuine South African welcome, coupled with the relief of the end of a long-haul flight.
Tourists notice it too. Our distinctive hospitality stands apart from the impersonal, transactional service so often encountered at other international airports. All of this is key to the guest experience. It shapes the first impression, which means tourists will either arrive at their destination feeling frustrated or elated. And yet, getting here is far from smooth sailing.
Sluggish recovery e-visas are not enough
The Southern Africa Tourism Services Association (SATSA), the Voice of Inbound Tourism, blames part of our slow recovery on a heavy reliance on seasonal peaks and traditional top source markets.
Many of our competitors have not just caught up to their pre-Covid-19 numbers. In fact, they’ve pulled ahead. If we are serious about competing on the global stage, we cannot rest on seasonal highs. We must double down and focus on growth markets, consistency and outperforming last year’s trajectory.
– David Frost, CEO at SATSA
Last year, SA welcomed 8.9 million tourists. This was up 5.1% on 2023. However, it was still 12.8% below 2019.
Meanwhile, Mexico had 45.04 million international tourists last year. This exceeded its pre-pandemic peak of 45 million. Indonesia had 13.9 million tourists, reaching 90% of its 2019 levels. Thailand received 35 million international visitors. This neared its pre-COVID-19 figure of nearly 40 million in 2019. Notably, China and India were its biggest source markets.
Not making it easy
Our skies might be open, and our borders visa-free for travellers from over 100 countries. However, for citizens of 90 others – including China and India – it means navigating a clunky e-visa system known for delays, backlogs and inefficiencies.
In September last year, Home Affairs Minister Leon Schreiber, who has a mammoth task overhauling a department known for poor service delivery and wanton corruption, promised change. Instead of endless paperwork and manual processes, travellers will register a profile on a secure online platform to submit an application for an ETA.
The application must be adjudicated instantly. It will only require human intervention if the machine detects an anomaly.
In February, President Cyril Ramaphosa announced plans to enhance the visa system. This, he said, will “make it easier for skilled people to invest in our country and to grow tourism.”
“This year,” he added, “we will launch an Electronic Travel Authorisation (ETA) system to enable a secure, fully digital visa application process.” The system will use artificial intelligence and automation to reduce the scope for corruption. It will also enable rapid turnaround times for tourist visas.
On paper, it sounds good. As part of the application process, travellers will provide biometrics to the DHA, which will handle the rest. Eventually, this online system will replace paper-based visas. It will issue a digital code linked to the traveller’s passport information.
Upon arrival, travellers will scan their ETA code and provide another copy of their biometric information. The system will then verify this against their passport and the information provided during application.
Travellers who want to stay longer or modify their stay will be able to submit applications through the same secure platform. This will allow for instant adjudication.
Hot Air? E-visas alone won’t fix SA’s tourism
Addressing part of the problem won’t fix the entire issue. Here’s why: For a start, there is little evidence that Airports Company South Africa is serious about investing in airport infrastructure.
Even Cape Town International, crowned the best in Africa last month, is yet to have a functional e-gate. That e-gate has been out of order for years. Another concern is how the department will manage rejection rates. In November last year, the department revealed that 58% of 6,329 rejected e-visa applications were due to expired travel dates. This meant they were not processed in time.
In an earlier report, only 3.2% of processed e-visa applications were approved. Rejection rates do not only affect tourists. They also threaten our ability to attract skilled workers and foreign direct investment.
The DHA still describes South Africa’s e-visa system as a “work in progress”. It has been in that state for years. In March, the DHA had to extend temporary concessions for foreign nationals stuck in limbo. This was due to slow processing of visa waivers, long-term visas and appeals. A massive backlog in digitising the paper-based system is stalling the full rollout of e-visas. Processing times vary widely – from a few days to several months.
Then there’s the portal. It’s extremely hard to navigate. Applicants become frustrated by the lack of communication and support from the DHA. Some wait months without updates. Their application status remains stuck on “Awaiting adjudication outcome”.
Attempts to seek assistance or clarification go unanswered. Applicants find conflicting information from different sources. For instance, the South African embassy website and the official e-visa website often give inconsistent guidance on country eligibility.
Why e-visas are not enough
An e-visa platform should boost both speed and security in travel clearance. By pre-screening travellers online, the ETA can instantly adjudicate most visa requests. It will flag only anomalies for human review.
When coupled with efforts to restore direct flights to key routes, a properly rolled-out digital visa could make South Africa far more accessible and appealing. However, we also need to broaden our focus.
Lee-Anne Bac, Advisory Partner at BDO South Africa, says we may be too reliant on our historic source markets. She suggests that our traditional markets may not be the right markets for the future.
Digital visas will boost inbound travel. But we must maintain reliable infrastructure to ensure that a smooth visa process translates into a positive visitor experience on the ground. By making entry quicker and simpler for tourists – and strategically targeting high-growth markets – South Africa will attract more tourists and tourism investment.
A digital visa is not a silver bullet. It must come with improvements in infrastructure and continued marketing. But it is a powerful tool. And at a time when we should be throwing open our doors to new markets, we can’t be putting up walls.
