Our goal is to make Madagascar stand out in the management of its natural resources, its human resources and its cultural heritage by informing and helping our staff members and partners to be aware of their duties as well as their rights within their role of agents of change.
By building a responsible team in charge of direct communication and achievement, we are ready to take initiatives which will improve tourism field, and conducting regular follow-ups in the fulfillment of our actions. We commit ourselves to get included in associations, institutions or NGOs which run sustainability projects and we are also mainly aiming for the improvement of local people’s situation by giving donations and services to help them get out of poverty. Taking as possible into account every sensitive excursion and destination by having an on-spot visit and evaluation before proposing it to customers is also one of our main goals while giving offers to our clients. Furthermore, we try to promote excursions and activities which benefit locality’s daily life and preserve the environment safe. Our policy also includes making our clients aware of sustainable actions and behaviors in the country while proposing tours and once arrived in Madagascar so as to respect each place’s ethics as well as its environment.

• INTERNAL POLICY:

STAFF COMMUNICATION AND INVOLVEMENT:

• We are providing training and studies to our staff members on green office and on what sustainable tourism is
• Respecting the aspects of human rights and employees’ rights like subscribing them to social and health protection service.
• Sensitizing them in taking positive actions for the development of sustainable tourism in their daily way of living: walking by foot, carpooling, responsible trash management…
• Informing them and evaluating, through meetings and reminders to evaluate done progress
• Assisting our office employees in their personal development within the company: thanks to training on subjects they consider as important, ex: language enhancement, quotation skills improvement…
• Giving financial help or rewards on some occasion: marriage, giving birth, birthday, other needs
• Devoting time to build a team spirit by having some team-building days, outdoor excursions…

GREEN OFFICE:

• Paper waste reduction: the office is giving paper waste to a small factory which transforms office papers as local products like Malagasy lighters, souvenir cards. A certificate of receipt is signed by the factory.
• We are switching devices off during long breaks instead of putting them on stand-by. 
• We use plug boxes with on/off switches. It enables to switch off several appliances simultaneously. Many appliances such as screens, modems, scanners and printers still use about 2 to 3 Watts in their ‘Off’ setting, so it makes sense to switch them off completely;
• We switch on coffee machines only when necessary;
• We do not put warm meals/drinks in the fridge;
• We put the fridge in a cool spot (without air conditioning, as fridges produce net warm)
• We use a water boiler to boil water, it uses less energy than a (gas/electric) cooker and it can be filled just with the required amount of water 
• We keep coffee in a thermos can instead of on electric heating devices.

TOUR GUIDES AND LOCAL GUIDES

• Providing trainings at least twice a year to our tour guides either on sustainable tourism or on technical and informative knowledge.
• Guides are also informed of training offered by local organizations like National Tourism Office. Further to covid-19 impact on tourism, the “Confédération du Tourisme de Madagascar” has obtained support from The Ministry of Tourism and Transport to provide tourist operators free training. Different topics depending on the timetable, ex; guiding techniques and welcoming
• A mission order is provided to guides on their trip. The information concerning the guide are mentioned as well as the duration of their mission. The company is delivering the document at the moment of briefing with the guide and the driver.
• The guides always stay with the clients during their visits, excursions… Only when clients wish to stay between them on their free time, the guides must always accompany them for their security.
• We take into account the recommendation of guides from satisfied clients: Some clients who come back the next year ask for a guide service which satisfied them on their last trip.

• EXTERNAL POLICY

SUSTAINABLE ACCOMMODATION COOPERATION

• Extending more collaboration with accommodations which are recognized as sustainable: we visit the accommodations in advance and check that everything complies with sustainable actions.
• We encourage sustainable accommodation standards through meetings at least once a year.
• Cooperating with hotels run by Malagasy owners first as possible before other foreign partners
• Cooperating more with accommodations which are assisting organizations for the protection of some sensitive and preserved areas.

TRANSPORTATION

• Only contracting with vehicles that have been visited before. Depending on the transportation company: either they bring the car to Malagasya Office; or Malagasya is visiting the car at their office. Logistics and technical
• Providing annual free English course for our English-speaking drivers
• Appropriate vehicles in accordance to passengers number of places.
• Sensitizing transport companies to drive in responsible ways thanks to “Eco drive”
• Reduce fuel consumption,
• Respect the environment by limiting CO2 emissions.
• Select the highest gear for low revs
• Limit acceleration
• Shift up quickly and downshift as late as possible
• Drive smoothly and in anticipation, avoiding unnecessary braking and gear changes.
• Regular car maintenance
• Save around 3% in fuel consumption. Check tire pressure every month.
• Regular technical inspections
• Reduces the risk of breakdown,
• Collecting rainwater for washing the car also helps to save water.

TOURS AND EXCURSIONS:

• Promoting tours which highlight the biodiversity of Madagascar: flora and fauna/culture and folklore
• Protected areas and parks are highly recommended to travelers: parks which are protected and managed by Madagascar National Park/ renowned by UNESCO as protected area.
• We always include excursions or visits in which culture and heritage are preserved and promoted: fishermen villages, tribal villages.
• We join sensitive programs to our tours like excursions or visits proposed by local partners.

Ex: Hotels that have botanical garden in which endemic species are preserved.

• Thanks to villagers or associations, we support local communities and their produces by integrating visits and excursions.

CUSTOMER SERVICE AND PRIVACY:

• Information on customer is private starting from the first correspondence: via e-mail/ phone call…: only the staff members that are in charge of corresponding with the clients can accede their information in their e-mails.
• All documents concerning customers are confidential: passport/ phone contact/ e-mail/insurance/ticket flights.. : are kept in e-mails of people in charge of their files.
• Only staff members: office staff, guide or driver who accompany them are authorized to have close contact with customer:
• Any change depending or not depending on the Inbound Agency is communicated to clients as soon as possible (flights, program, vehicle, hotel amendment,…)
• Guides and office remain in contact in case of emergency/ the same for Outbound Agency: the Inbound Agency is reachable any time.
• Hotels remain reachable in case the clients are not accompanied by guides.
• A customer survey is shared to clients at the end of their stay to evaluate their satisfaction.

DONATION AND COOPERATION

• Malagasya Travel is engaging to provide translation service to Medical cooperation called INTERPLAST from Germany which is giving free surgery to patients in the south eastern part of the Island.
• Educ’action: an initiative undertaken by Malagasya Travel aiming to contribute to children’s education, particularly to disadvantaged families with single mothers raising her kids: we offer school things to children, and pay school fees at public school.
• Malagasya Travel is cooperating in biodiversity conservation/ supporting local projects/ environmental projects protection… / orchids in the east are preserved by Palmarium Hotel. Malagasya Travel is contributing to their preservation.