Date last updated:
Written by:

Authorised by Board:
Date to be reviewed:

13 March 2024
Robert Moran,
Sustainability
Manager
14 March 2024
14 March 2025

ITG Responsible Tourism Policy

Sustainability Policy (2023)

Table of Contents
1

2Introduction............................................................................................................... 1
1.1

Purpose ........................................................................................................................ 1

1.2

Scope ............................................................................................................................ 1

1.3

Responsibilities ............................................................................................................. 1

1.4

Review .......................................................................................................................... 2

1.5

Training ........................................................................................................................ 2

Planet........................................................................................................................ 2
2.1
2.1.1
2.1.2
2.1.3

2.2
2.2.1
2.2.2
2.2.3

2.3
2.3.1
2.3.2
2.3.3

3

ITG Policy ...................................................................................................................................... 2
Customer Tips ............................................................................................................................... 3
Guidance for tour leaders and guides .......................................................................................... 3

Waste ........................................................................................................................... 3
ITG Policy ...................................................................................................................................... 3
Customer Tips ............................................................................................................................... 3
Guidance for tour leaders and guides .......................................................................................... 4

Nature and animals ....................................................................................................... 4
ITG Policy ...................................................................................................................................... 4
Customer Tips ............................................................................................................................... 4
Guidance for Tour leaders and guides.......................................................................................... 5

People ....................................................................................................................... 6
3.1
3.1.1
3.1.2
3.1.3

3.2
3.2.1
3.2.2
3.2.3

3.3
3.3.1
3.3.2
3.3.3

3.4
3.4.1
3.4.2
3.4.3

4

Carbon .......................................................................................................................... 2

Respecting local people and culture ............................................................................... 6
ITG Policy ...................................................................................................................................... 6
Customer Tips ............................................................................................................................... 6
Guidance for tour leaders and guides .......................................................................................... 6

Supporting local businesses and economies ................................................................... 7
ITG Policy ...................................................................................................................................... 7
Customer Tips ............................................................................................................................... 7
Guidance for Tour leaders and guides.......................................................................................... 7

Protecting vulnerable people ......................................................................................... 7
ITG Policy ...................................................................................................................................... 7
Customer Tips ............................................................................................................................... 7
Guidance for tour leaders and guides .......................................................................................... 8

Overtourism.................................................................................................................. 8
ITG Policy ...................................................................................................................................... 8
Customer Tips ............................................................................................................................... 8
Guidance for Tour leaders and guides.......................................................................................... 8

3. Profit ................................................................................................................... 10
4.1
4.1.1

Giving back ................................................................................................................. 10
ITG Policy .................................................................................................................................... 10

Sustainability Policy (2023)
4.1.2
4.1.3

Customer Tips ............................................................................................................................. 10
Guidance for tour leaders and guides ........................................................................................ 10

Sustainability Policy (2023)

1

Introduction

1.1

PurposeThis policy document is intended to be a central reference point for ITG’s approach to Responsible
Tourism, what we communicate to our customers, and what we expect of our tour leaders andguides.
Our mission at ITG is “To create happy clients, be a place to work that our staff recommend, and tohave a positive impact on our destinations and local communities.” In order to both create happyclients and have a positive impact in the places that we travel to, we need to have a clear approach
to travel that ensures this. In other words, how we travel is just as important as where we go andwhat we see.
It is structured around the three key impact areas of sustainability: Planet, People and Profit.
The policy is separate to our Sustainability Policy which covers a broader range of topics, only one ofwhich is Responsible Travel.

Scope

1.2

This policy applies to all ITG employees however not all sections will apply to all employees. It
outlines the approach we take to our trips, what we recommend to our customers, as well as
providing specific guidance for our tour leaders and guides.
For each section in this policy, we outline:
1.

ITG Policy: What ITG’s stance is with regards to the topic area, and what we are doing as acompany to address it.

2.

Customer tips: What we recommend our customers do, to ensure they have a positive
impact during their trip.

3.

Guidance for tour leaders and guides: What we ask of our tour leaders and guides to ensure
our trips have the best possible impact.

1.3 Responsibilities
Global Head of Sustainability••

To inform and encourage staff to follow the policies.
To inform the Sustainability Team of the policies so they can be point of contacts for theirbranches.

Sustainability Team•To be knowledgeable about the policies and be a liaison with staff members within their branch.

Field Operations Management Team•To inform our full-time and freelance tour leaders and guides of the guidance for tour leadersand guides outlined in the sections below.

Tour leaders and guides
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Sustainability Policy (2023)•

To read and follow the policies relevant for their role.

Marketing Team•To read and understand ITG’s Policy and customer tips for each impact area, and consider themwhen communicating with our customers

Product Team•

1.4

To read and understand ITG’s Policy for each impact area, and consider them when developing
and approving product

Review

The policy will be reviewed annually by the Global Head of Sustainability (HoS) and any updates will
be approved by the Board.
This policy will be made available on the InsideJapan Tours (IJT) and InsideAsia Tours (IAT) websites.

1.5

Training

We will provide specific training on our Responsible Travel policy to our full-time tour leaders(Insiders) through:••Including the guidance for tour leaders and guides (outlined in each section below) in our online
Insider Training Modules
Providing in-person training sessions as part of ongoing training and development

With regards to our freelance tour leaders, we will:• Include the guidance for tour leaders and guides (outlined in each section below) in the
Freelance Group Tours Handbook
With regards to our freelance guides, we will:• Include the guidance for tour leaders and guides (outlined in each section below) in the
Freelance Guide Handbook

2

Planet2.1

Carbon2.1.1 ITG Policy
We have a comprehensive carbon action plan to take concrete steps in addressing our carbon
emissions that includes:
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•
•
•
•

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Measuring our emissions (including every trip)
Setting a 50% reduction target by 2030
Targeting key decarbonisation areas (e.g. flights, accommodation, transportation)
Implementing energy and water conservation policies in our offices, running on
renewable energy where possible.
Offsetting every trip, including flights, ground arrangements and the operationalemissions that go into making them happen.

2

Sustainability Policy (2023)
For more information please refer to our Sustainability Policy and Climate Action Plan
2.1.2 Customer Tips
To reduce our environmental impact and lower our carbon footprint while travelling, we
recommend the following:
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•

•

2.1.3
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•
•
•

Use public transport, hire a bike or walk where convenient, for the most authentic,
enjoyable and green way to explore.
Eat seasonal and local. Do try local dishes and find out what produce is in season. Eat insmall, family-run restaurants where you can to reduce ‘food miles’ and put your money into
the local economy. Eating plant-based where possible will reduce your impact even further.
Reuse towels and bedding to save on water and energy, turn off lights, heaters and A/Cwhile you’re out for the day, and think about whether you need to use hotel amenities(soap, shampoo etc.). These are often thrown away after your stay — even if you’ve onlyused them once. Be conscious of how much water you use during your stay, and use curtains
and drapes as your friend to keep the sun out when it’s hot; keep them open when it’s cool.
Guidance for tour leaders and guides
Remind customers to turn off lights, a/c, and heating when they go out for the day.
Explain hotel policies on towel/sheets changing and assist customers who want to reusethem.
Use public transport or low carbon transport where possible and convenient.
Suggest local dishes and seasonal produce.
Book and recommend independent, locally or family-run restaurants to reduce ‘food miles’
and put money into the local economy.

Waste

2.2

2.2.1 ITG Policy
As part of our Sustainability Policy we:
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•
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Follow a reduce, reuse, recycle policy in our offices,
Have a purchasing policy to reduce waste and support local businesses,
Educate staff on the efficient use of promotional materials,
Ask accommodation about the steps they are taking to reduce waste and sharing bestpractices,
Encourage our customers to reduce waste,
Train our tour leaders and guides on how to reduce waste.

For more information see our Sustainability policy
2.2.2 Customer Tips
To reduce waste while travelling, we recommend the following:••

Try to use alternatives to single-use plastics, or other disposables, like chopsticks.
Please make sure your litter finds its way to an appropriate bin or recycling box either out
and about or back at your hotel.

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Sustainability Policy (2023)••

Carry a reusable shopping bag, to do your bit by refusing plastic bags in shops.
Carry a refillable water bottle. In destinations where it’s not safe to drink the tap water,most hotels and some restaurants will refill your bottles with safe, filtered drinking water soplease just ask.

2.2.3
•

Guidance for tour leaders and guides
Recommend reusable chopsticks and refillable water bottles, remind people to bring themout each day, and show people that you use yours.
In destinations where the tap water is safe to drink, inform customers of this. Plan refill
stops into your day, using the MyMizu app or politely ask café or restaurant staff to refill
water bottles at lunchtime
Carry a couple of spare reusable shopping bags in case customers want to use them.
Refuse items you don’t need – plastic bags, cutlery, hand wipes, even if it’s free or it seems
impolite. If necessary, please explain that you’re trying to reduce plastic use.
Pass around a bottle of hand sanitiser, or encourage customers to wash their hands in therestaurant bathroom instead of using hand wipes (oshibori) (this is also more hygienic).
Let customers know where and how they can recycle items and factor in a rubbish-stop, or
collect rubbish at the end of the day and dispose of it yourself.
Encourage your group to dine in a sit-down cafe instead of buying food on the go (thinkplastic containers). Plan in time for lunch and break stops when possible.
Vending machines are an interesting part of Japanese culture, but try not to factor these
into a trip too much and instead encourage customers to try drinks at dine-in local
restaurants or cafes.

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•
•
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Nature and animals

2.3

2.3.1 ITG Policy
ITG follows the ABTA Animal Welfare Guidelines (2019) - based on international criteria andlegislation, these have been written through a multi-stakeholder consultation process involving
international industry experts, scientists, zoologist organisations, associations, and non-governmentorganisations. In line with these guidelines:•••

We will not book or promote facilities that include ‘unacceptable practices’, according to the
ABTA Animal Welfare Guidelines.
We do not promote souvenirs which contain threatened flora and fauna species as indicatedin the CITES treaty and the IUCN ‘Red List’.
Our full-time Field Operations Team are trained on illegal and sustainable souvenirs basedon these criteria and destination-specific information.

We are also developing a Nature Positive Policy and support Nature Positive Projects in ourdestinations.
See our Sustainability Policy and Animal Welfare Policy for more information
2.3.2 Customer Tips
To reduce our impact on nature, we recommend the following:

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Sustainability Policy (2023)
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2.3.3
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•
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Take only photos and memories, leave only footprints.
Please avoid animal experiences where you can hold, touch, or ride a wild animal.
Please respect national park rules, keep quiet, avoid feeding wild animals, don’t remove
plants and keep to the pathways.
When snorkelling or diving, do not disturb the coral. Please do not touch limestone caveformations.
Don’t buy animals (dead or alive) or any goods made from endangered species. Look for
reputable eco-labels on goods if you are unsure.
Guidance for Tour leaders and guides
Familiarise yourself with our Animal Welfare Policy and training module.
Avoid animal experiences which include any unacceptable practices (e.g. animal cafes,
aquariums which keep cetaceans (dolphins, whales, whale sharks), any feeding of wild
animals, etc.)
Check the animal viewing guidelines in the Small Group Tour Trip Notes for any animal
experiences included in your tour.
Avoid eating in restaurants or visiting local shows, markets or zoos that promote cruelty, or
exploitation of endangered species.
Avoid anything made from protected or endangered animals, such as snakeskin, turtle
shells, coral and seashells, ivory, or any medicine derived from animal products.
Report on any incidents or concerns to the Sustainability team.

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3

People3.1

Respecting local people and culture

3.1.1 ITG Policy
At ITG we promote and facilitate positive and meaningful interactions between us, our travellers andthe people and places we visit, by:
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3.1.2
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3.1.3
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•

Respecting different cultures in all the destinations we travel to.
Respecting local customs, etiquette, and religions (and their associated sites and rituals)
Providing our customers with destination-specific information on local customs, etiquette,and language tips for every country they travel to.
Encouraging and facilitating local interaction and understanding of the local way of life
through our guides and the information we provide our customers.
Asking permission before taking photos.

Customer Tips
Try to learn some language and social etiquette tips – there is a language guide and tips in
our General Information booklets.
Always ask permission before taking photos of individuals - it’s a good excuse to strike up aconversation too!
Guidance for tour leaders and guides
Explain about the language, religion and culture, the local rules and values of thedestination.
Provide your customers with some useful phrases in the local language. These can behanded out in paper form, but it is always a good idea to follow-up and reinforce simple
phrases to get customers more comfortable having a go at speaking.
Explain appropriate behaviour, and body language for the destination.
Explain when customers will need to dress respectfully, e.g. at religious sites or activities.
Photos are a great way for customers to remember their trips, and the act of taking themcan be enjoyable too. However, it is important to remind customers to ask permission if theywant to take their photo. They should check with children’s guardians (parents or teachers)
if they want to take a photo of them, and if they aren’t present, then they should avoid
taking the photo. With group photos, or people appearing in the background of photos it isusually fine not to ask for permission. Suggest customers offer to send back copies of photos
to individuals to help make it a two-way exchange.
Make sure customers have as many opportunities as possible to meaningfully interact withlocal people, and try to make sure they are meaningful for both sides. Ask local people about
their lives, experiences, and views.

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Sustainability Policy (2023)

3.2

Supporting local businesses and economies

3.2.1
•

ITG Policy
We actively include excursions that support local communities (by purchasing services orgoods, traditional crafts and local foods and visiting social projects).
We also give preference to and promote excursions that have recognised sustainability
standards.
We offer no activities that harm humans, animals, plants or which are socially or culturally
unacceptable.

••

For more information see our Sustainability Policy
3.2.2
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3.2.3
•
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Customer Tips
Buying from local gift shops, artisan sellers and markets is a great way to meet different
people and ensure your money directly benefits the local community.
Please avoid anything made from protected or endangered animals.
Guidance for Tour leaders and guides
Support locally owned businesses, hotels, restaurants and other services with your tour
budget and itinerary choices. Eat local food and drink local brands and brews.
Encourage customers to buy from local gift shops, artisan sellers and markets. Explain it is agreat way to meet different people and ensure your money directly benefits the local
community. Include stops at these (where relevant) as part of your itinerary.
Invest time and effort into getting to know suppliers, their stories and why they do what
they do (see Appendix 1 for tips on building relationships with suppliers).

Protecting vulnerable people

3.3

3.3.1 ITG Policy
At ITG we are committed to tackling modern human slavery. We are taking steps to address theserisks in our own operations and supply chains.
As a leading tour operator in the industry, we are fully aware of our responsibility to keep children
safe and ensure that our practices and policies are comply with our statutory responsibilities andbest practice.
For more information see our Sustainability Policy, Child Safeguarding Policy, and Modern Human
Slavery statement.
3.3.2
•
•

•

Customer Tips
Please always ask permission from parents or guardians before taking photos of children,and be aware of how you use and share these photographs once you’re back home.
Rather than giving gifts or money to individual children, using local impact businesses or
donating to organisations like Second Harvest (Japan’s first foodbank) are better ways tosupport children and youth.
Do not buy goods or use services offered by children. While many children are just helping
out their parents after school, there is a chance they might be being exploited. If you think

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Sustainability Policy (2023)

•

•
3.3.3
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that a business is employing underage children illegally then you can contact our Customer
Experience team.
Sexual exploitation of children is a devastating reality and can still happen in some hotels,bars and restaurants. If you see it, don’t put yourself at risk — contact our Customer
Experience team. If the situation requires immediate action to protect a child from harm,call the police.
Please refer to the full set of ChildSafe tips provided in your General Information guide.
Guidance for tour leaders and guides
Familiarise yourself with our Safeguarding Policy and ITG Insiders and Guides Safeguarding
Guidelines.
Treat all vulnerable people (including children) equally and without discrimination on thebasis of age, gender, disability, faith, sexuality etc.
Communicate with children and young people in a manner that is respectful, transparent
and visible to other people in the area
Explain clearly and honestly what you intend to do at the start of any experience thatinvolves being in contact with vulnerable people (including children or young people)
Share the correct ways to interact with children and/or other vulnerable people and takecorrective action if you witness inappropriate behaviour. This includes behaviour relating tocultural sensitivities and photographing and videoing.
Avoid individual money or gift-giving – suggest how customers can make a donation tocharities and organisations instead.
Avoid experiences with unemployed minors.
Report on incidents or concerns to the Safeguarding Officer.

3.4

Overtourism

3.4.1
•

ITG Policy
We regularly send customers to rural destinations you won’t find in the guidebooks (wewere the first travel company to take a tour group to the Oki Islands, for example).
Even in bigger cities, our Destination Guides offer plenty of lesser-known sites to help you
avoid the crowds and ease the burden on major hotspots.
We are working on a more comprehensive Overtourism Action Plan in 2024

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3.4.2
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3.4.3
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Customer Tips
Use our Destination Guides to find lesser-known and less-visited sites and avoid the crowds.
Try to travel on public transport outside of rush hour.
Consider forwarding your luggage ahead of you if travelling on public transport (whereappropriate).
Visit busier tourist sites early in the morning or later in the evening.
Try walking or hiring a bicycle to travel around local areas.
Follow our responsible travel tips to mitigate any negative impacts of your visit.
Guidance for Tour leaders and guides
Look for alternative sites to over-touristed areas (where appropriate).
Explain local customs and expectations.

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Sustainability Policy (2023)
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Remind customers about photo etiquette.
Recommend travelling on public transport outside of rush hour.
Encourage customers to forward their luggage ahead of them if travelling on public
transport (where appropriate).
Recommend less-visited areas within typically over-touristed locations during free time.
Visit busier tourist sites early in the morning or later in the evening.
Recommend walking or hiring a bicycle to travel around local areas.

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4

3. Profit

4.1

Giving back

4.1.1
•

ITG Policy
As part of our Giving Back programme we partner with 5 charities worldwide which help
families that need it most to get a break. We have an annually renewed board commitment
to give back 5% of profit before tax to these charities.
We are proud to support Second Harvest through our IC transport card donation scheme inJapan. Since 2018, our customers have donated over £24,000 by donating the remaining
credit on their IC cards.

•

4.1.2
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4.1.3
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Customer Tips
At the end of your trip, use the freepost envelope we provide to send your transport card to
Second Harvest, who will receive your remaining credit as a donation (InsideJapancustomers only).
After returning home consider how you can support programs and organisations (like someof the amazing ones Inside Travel Group work with) that are working to protect the people
and places you’ve been lucky enough to visit.
Guidance for tour leaders and guides
While it may be rare to see people begging in places like Japan, if customers ask how to help,
please remind them that giving money is a very short-term solution which often does notcontribute to solving the fundamental problem. Direct them to charities who we partnerwith like Second Harvest Japan who do excellent work with some of Tokyo’s mostdisadvantaged residents at a community level.
Explain to customers that gift-giving in Japan often comes with a great sense ofindebtedness and obligation to the recipient, so as a traveller it is unlikely you will be
expected to give a gift to someone, unless in exceptional circumstances. Try and avoid giving
individual gifts to children, and instead suggest customers make a donation to a charity, as
above.
Ask customers to donate their IC cards at the end of their trip, and provide those with posttour arrangements with a pre-paid envelope so they can do so themselves.
Recommend local social and environmental organisations and projects that you think would
be good partners for ITG to the Sustainability Team.

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