# Tourism Grade 11 P1 November Mock Exam 2 2026 QP (Eng) > Grade 11 Tourism Paper 1 question paper from the November Mock Exam 2 2026 (English), 18 pages. Read online or download the free PDF. - Page: https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-2-question-paper/151bf286-fdee-44c6-b788-c6448daac60c - Updated: 2026-10-29 - Subject: Tourism - Grade: Grade 11 - Language: English - Document type: Question paper - Year: 2026 - Exam period: November Mock Exam 2 - Paper: 1 - Publisher: Hlayiso - Curriculum: CAPS - Pages: 18 Breadcrumbs: [Home](https://www.hlayiso.com/) › [Library](https://www.hlayiso.com/library) › [Grade 11](https://www.hlayiso.com/library/grade-11) › [Tourism](https://www.hlayiso.com/library/grade-11/tourism) › [Tourism Grade 11 P1 November Mock Exam 2 2026 QP (Eng)](https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-2-question-paper/151bf286-fdee-44c6-b788-c6448daac60c) ## About this document Tourism · Grade 11 · November Mock Exam 2 · 2026 · English. Question paper, 18 pages. Read online or download the PDF. Read it free online on the page above; download the PDF from there. ## Matching paper and memo - [Grade 11 Tourism November 2026 Mock 2 Memo](https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-2-memorandum/d06fe253-3337-420e-8539-54c2baab1477) — Memo · 2026 · Eng ## Document text Text extracted from the PDF. Layout, diagrams and tables may not survive extraction. ### Page 1 Mock hlayiso mock exams Practice Series: Grade 11 Exam Preparation WWW.HLAYISO.COM NATIONAL SENIOR CERTIFICATE GRADE 11 TOURISM NOVEMBER EXAMINATION 2026 (MOCK) MARKS: 200 TIME: 3 hours This question paper consists of 18 pages. Copyright reserved Please turn over ### Page 2 Tourism 2 Hlayiso/Mock 2026 NSC Mock INSTRUCTIONS AND INFORMATION Read the instructions carefully before answering the questions. 1. This question paper consists of FIVE sections. 2. ALL questions in SECTIONS A, B, C, D and E are COMPULSORY. 3. Start EACH question on a NEW page. 4. You may use a non-programmable pocket calculator. 5. It will be to your advantage to show ALL calculations. 6. Round off your answers to TWO places after the decimal point in QUESTIONS 3.3 and 3.4. 7. Use the mark allocation of each question as a guide to the length of your answer. 8. Write neatly and legibly. 9. The table below is a guide to help you allocate your time according to each section. SECTION QUESTION TOPICS MARKS TIME (minutes) A 1 Short Questions 40 20 B 2–3 Map Work and Tour Planning; Foreign 20 30 Exchange C 4–6 Tourism Attractions; Culture and 50 50 Heritage Tourism; Marketing D 7 Tourism Sectors 50 50 E 8–9 Domestic, Regional and International 40 30 Tourism; Communication and Customer Care TOTAL 200 180 Copyright reserved Please turn over ### Page 3 Tourism 3 Hlayiso/Mock 2026 NSC Mock SECTION A: SHORT QUESTIONS QUESTION 1 1.1 Various options are provided as possible answers to the following questions. Choose the answer and write only the letter (A–D) next to the question numbers (1.1.1 to 1.1.20) in the ANSWER BOOK, e.g. 1.1.21 A. 1.1.1 A flight from Johannesburg, South Africa, to Harare, Zimbabwe, is classified as a(n) … flight. A domestic B regional C intercontinental D transatlantic 1.1.2 Airport technology that is used to detect passengers who have a raised body temperature: A Biometric scanner B X-ray scanner C Thermal body scanner D Metal detector 1.1.3 Lusaka is the capital city of … A Malawi. B Zambia. C Zimbabwe. D Angola. 1.1.4 The part of an airport that only passengers who have passed through the security control point may enter: A Landside B Check-in hall C Arrivals hall D Airside 1.1.5 The car-rental insurance option that covers the renter’s medical expenses if he/she is injured in an accident in the rented vehicle: A Roadside assistance B Personal accident insurance (PAI) C Collision damage waiver (CDW) D Tyre and windscreen waiver 1.1.6 A luxury train that offers long-distance rail safaris from Pretoria to destinations such as Victoria Falls and Dar es Salaam: A Metrorail B Gautrain C Rovos Rail D Shosholoza Meyl Copyright reserved Please turn over ### Page 4 Tourism 4 Hlayiso/Mock 2026 NSC Mock 1.1.7 A person who identifies an opportunity and starts a new business, even though there is a risk that he/she may lose money: A Employee B Entrepreneur C Shareholder D Consumer 1.1.8 A passenger rail service that transports workers between the outer suburbs and the city centre every day: A Commuter train B Heritage steam train C Luxury tourist train D Rail safari 1.1.9 The Bazaruto Archipelago, a group of islands that is popular for diving and snorkelling, lies off the coast of … A Tanzania. B Madagascar. C Mozambique. D Mauritius. 1.1.10 Heritage sites with Grade II status are managed by the … A local municipality. B provincial heritage resources authority. C South African Heritage Resources Agency (SAHRA). D United Nations (UNESCO). 1.1.11 The many different cultures, languages and religions that exist side by side in South Africa are referred to as cultural … A diversity. B uniqueness. C heritage. D folklore. 1.1.12 The Vredefort Dome in the Free State is an example of a(n) … heritage site. A archaeological B meteorite impact C palaeontological D battlefield 1.1.13 The National Arts Festival, which attracts thousands of domestic tourists every year, is held in … A Makhanda. B Oudtshoorn. C Potchefstroom. D Polokwane. Copyright reserved Please turn over ### Page 5 Tourism 5 Hlayiso/Mock 2026 NSC Mock 1.1.14 A group of customers who share similar needs, income levels and travel preferences: A Market share B Market research C Market segment D Marketing mix 1.1.15 An example of an above-the-line promotional technique: A Flyer B Exhibition stand C Brochure D Billboard 1.1.16 A traveller returns with £80 and exchanges it at a bank buying rate of 23,10. She will receive … A R3,46. B R1 848,00. C £1 848,00. D R346,32. 1.1.17 A strategy to achieve quality service in which staff members evaluate one another’s work: A Peer review B Mystery guest C Customer survey D Comment card 1.1.18 The most popular month for domestic leisure travel in South Africa: A May B August C October D December 1.1.19 Food that is forbidden for Muslims according to Islamic dietary laws is described as … A halaal. B haram. C kosher. D vegan. 1.1.20 Amadeus, Galileo and Sabre are examples of … A property management systems (PMS). B budget airlines. C global distribution systems (GDS). D tour operators. (20 x 1) (20) Copyright reserved Please turn over ### Page 6 Tourism 6 Hlayiso/Mock 2026 NSC Mock 1.2 Choose a term from COLUMN B that matches a description in COLUMN A. Write only the letter (A–H) next to the question numbers (1.2.1 to 1.2.5) in the ANSWER BOOK, e.g. 1.2.6 I. You may use an option only once. COLUMN A COLUMN B 1.2.1 A fee charged when a rented A Market share vehicle is returned to a different branch from where it was collected 1.2.2 A fee that a cruise liner pays to use B One-way fee the facilities and services of a harbour 1.2.3 A computerised system that a single C GDS hotel or airline uses to manage its own bookings 1.2.4 The proportion of the total sales of a D Port charges tourism product that is controlled by one business 1.2.5 A group of many small islands in the E Archipelago sea F Contract fee G CRS H Market research (5 x 1) (5) 1.3 Choose the correct word(s) from those given in brackets. Write only the word(s) next to the question numbers (1.3.1 to 1.3.5) in the ANSWER BOOK. 1.3.1 A flight from Cape Town to London is a(n) (intercontinental/ domestic) flight. 1.3.2 A (wide-body/narrow-body) aircraft has two aisles in the passenger cabin. 1.3.3 Changes in exchange rates caused by the supply of and demand for a currency are called (fluctuations/commission). 1.3.4 Many Japanese tourists greet one another by (bowing/hugging). 1.3.5 A (general/personal) itinerary is planned for one specific client according to his/her own needs. (5 x 1) (5) Copyright reserved Please turn over ### Page 7 Tourism 7 Hlayiso/Mock 2026 NSC Mock 1.4 Choose a destination from the list below that matches each description. Write only the destination next to the question numbers (1.4.1 to 1.4.5) in the ANSWER BOOK. You may use an option only once. Ngorongoro Crater; Hlane Royal National Park; Skeleton Coast; Chamarel Coloured Earths; Cahora Bassa Dam; Mana Pools National Park; Liwonde National Park 1.4.1 A huge volcanic caldera in northern Tanzania, with one of the highest concentrations of wildlife in Africa 1.4.2 A former royal hunting ground that is home to the largest herds of game in Eswatini 1.4.3 Small sand dunes with several different colours in the south-west of Mauritius 1.4.4 A foggy desert coastline in Namibia, known for its shipwrecks and seal colonies 1.4.5 A large dam on the Zambezi River in Mozambique, popular for tiger fishing (5 x 1) (5) 1.5 Read the descriptions of the travellers below and choose the most suitable type of transport for each traveller from the list (A–G). Write only the letter (A–G) next to the question numbers (1.5.1 to 1.5.5) in the ANSWER BOOK. You may use an option only once. A Baz Bus; B Gautrain; C Rovos Rail; D Metrorail; E City sightseeing (hop-on hop-off) bus; F Shosholoza Meyl; G Chartered coach 1.5.1 Two backpackers from Germany want to travel from Cape Town to Durban and stop for a few days at hostels along the Garden Route. 1.5.2 A tourist staying in Pretoria wants a fast and safe rail link to Rosebank in Johannesburg to watch a soccer match with friends. 1.5.3 A pensioner on a tight budget wants to travel overnight by train, in a sleeper compartment, from Johannesburg to Cape Town. 1.5.4 A family on a one-day visit to Cape Town wants to see the main attractions with a recorded commentary and get on and off where they like. 1.5.5 A school choir of 45 learners and their teachers must travel together to a competition in Bloemfontein. (5 x 1) (5) [40] TOTAL SECTION A: 40 Copyright reserved Please turn over ### Page 8 Tourism 8 Hlayiso/Mock 2026 NSC Mock SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE QUESTION 2 Lerato and her husband from Polokwane are planning their honeymoon. Study the advertisement below and answer the questions that follow. MAURITIUS ISLAND ESCAPE – 7 NIGHTS Kaya Holidays (a fictional travel agency) Travel dates: 1 May to 30 September 2027 • Flights from OR Tambo International Airport Included: Not included: • Return flights and airport taxes • Lunches and drinks • Return airport–resort transfers • Spa treatments • 7 nights in a 4-star beach resort • Motorised water sports, e.g. jet skis • Breakfast and dinner daily • Island tours and excursions • Snorkelling and kayaking • Travel insurance • One full-day catamaran cruise Price: R21 480 per person sharing (single supplement: R6 900) HONEYMOON BONUS: a free candle-lit dinner on the beach for newly-weds! [Source: Examiner’s own creation] 2.1 Identify the trip motivator of Lerato and her husband. (2) 2.2 Name TWO costs that are NOT included in the price, which the couple must add to their holiday budget. (2 x 1) (2) 2.3 Suggest TWO items that the couple should pack for this holiday. Take into account the activities that are included. (2 x 1) (2) 2.4 Explain the meaning of the term per person sharing in the advertisement. (2) [8] QUESTION 3 Lerato and her husband booked the package in QUESTION 2. Study the exchange rate table below and answer the questions that follow. BAOBAB BANK: FOREIGN EXCHANGE RATES (19 NOVEMBER 2026) CURRENCY CODE BANK BUYING RATE BANK SELLING RATE US dollar USD 17,48 18,36 Euro EUR 20,15 21,22 British pound GBP 23,10 24,52 Mauritian rupee ? 0,37 0,41 NOTE: The rates are fictional and are given in South African rand (ZAR) per unit of foreign currency. [Source: Examiner’s own data] 3.1 Give the currency code for the Mauritian rupee. (1) Copyright reserved Please turn over ### Page 9 Tourism 9 Hlayiso/Mock 2026 NSC Mock 3.2 Name ONE place, other than a bank, where Lerato can exchange rand for foreign currency before she departs. (1) 3.3 Lerato exchanges R8 450 for Mauritian rupees before the trip. Calculate the amount of rupees she will receive. (3) 3.4 When they return, they have 2 350 rupees left. Calculate the amount in rand they will receive when they exchange the rupees at Baobab Bank. (3) 3.5 Explain the term currency fluctuations. (2) 3.6 Explain how the money that the couple spends in Mauritius will benefit the local community. (2) [12] TOTAL SECTION B: 20 Copyright reserved Please turn over ### Page 10 Tourism 10 Hlayiso/Mock 2026 NSC Mock SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE TOURISM; MARKETING QUESTION 4 Study the map of the SADC region and the descriptions of the attractions labelled A to F, and answer the questions that follow. [Source: Examiner’s own simplified map (not to scale)] A The largest canyon in Africa, about 160 km long. Fit hikers complete a five-day trail along the river at its bottom. B Wide, open grass plains where more than a million wildebeest and hundreds of thousands of zebra move in a yearly circle in search of grazing and water. C A sacred hill near the capital city, with a royal city, palaces and burial grounds; a World Heritage Site that is very important to the Malagasy people. D Africa’s oldest national park, on the slopes of volcanoes, where small groups of visitors can trek to see rare mountain gorillas. E Huge granite boulders balanced on top of one another, and caves with many San rock paintings; a World Heritage Site. F A high dam in the Maluti Mountains, part of a large water scheme that sends water to Gauteng. [Source: Examiner’s own descriptions] 4.1 Redraw the table below in your ANSWER BOOK. Complete it by identifying the attractions labelled A to F and the country in which each attraction is located. LETTER NAME OF ATTRACTION COUNTRY e.g. G Etosha National Park Namibia (12 x 1) (12) Copyright reserved Please turn over ### Page 11 Tourism 11 Hlayiso/Mock 2026 NSC Mock 4.2 Name the natural event that is described for the attraction labelled B. (2) 4.3 Suggest ONE reason why only small groups of visitors with a permit may visit the mountain gorillas at the attraction labelled D. (2) 4.4 Explain why the attraction labelled C is regarded as an important cultural attraction. (2) [18] QUESTION 5 5.1 Read the extract below and answer the questions that follow. A DAY AT ILITHA CULTURAL VILLAGE (a fictional village near Qonce in the Eastern Cape) Visitors are welcomed by women in long skirts dyed with red ochre and beaded headscarves. Young men demonstrate stick fighting, while a group of girls sing and dance to the sound of a drum. At lunch, visitors taste umngqusho and traditional sorghum beer, umqombothi. In the afternoon, an old man tells iintsomi – traditional folk tales that have been passed on by word of mouth for hundreds of years. Before they leave, visitors can buy beadwork, clay pipes and woven grass baskets that are made by women from the village. [Source: Examiner’s own scenario] 5.1.1 Explain the concept cultural uniqueness. (2) 5.1.2 Name the TWO main ingredients of the Xhosa dish umngqusho. (2 x 1) (2) 5.1.3 Identify TWO examples of Xhosa arts and crafts from the extract. (2 x 1) (2) 5.1.4 Explain the concept folklore by referring to the extract. (2) 5.1.5 Discuss ONE way in which the cultural village can attract international (inbound) tourists to South Africa. (2) 5.2 Read the extract below and answer the questions that follow. FOSSIL CAVE DECLARED A PROVINCIAL HERITAGE SITE The Klipvlei Fossil Cave (a fictional site) in the Northern Cape contains the fossilised bones of animals that lived about two million years ago, including an extinct giant buffalo and early hyenas. In 2026 the cave was declared a provincial heritage site. Since the declaration, visitors may only enter the cave with a registered guide. Signs at the entrance warn that it is a criminal offence to remove, damage or sell any fossil from the site. [Source: Examiner’s own scenario] Copyright reserved Please turn over ### Page 12 Tourism 12 Hlayiso/Mock 2026 NSC Mock 5.2.1 Identify the type of heritage site (archaeological, palaeontological or meteorite impact) that the Klipvlei Fossil Cave is an example of. Give a reason for your answer. (2) 5.2.2 Explain why visitors may not remove fossils from the cave. (2) 5.2.3 Explain TWO functions of the South African Heritage Resources Agency (SAHRA). (2 x 2) (4) 5.2.4 Suggest ONE reason why it is important to protect heritage sites such as the Klipvlei Fossil Cave. (2) [20] QUESTION 6 Read the extract below and answer the questions that follow. THANDEKA TRAVEL LAUNCHES ’WINTER WARMERS’ (a fictional travel agency in Mbombela) Thandeka Travel is promoting affordable winter midweek breaks to the Kruger Park and the Panorama Route for pensioners and retired couples. ’Our clients are over 60, have time to travel midweek and want comfort and value for money,’ says the owner. The campaign includes: • a 30-second advertisement on a community radio station; • a half-page advertisement in a national magazine for retired people; • flyers handed out at retirement villages and shopping malls; • a stand at a holiday expo in Mbombela, where staff talk to visitors and hand out brochures; • sponsorship of the T-shirts for a local fun walk for senior citizens. [Source: Examiner’s own creation] 6.1 Identify the target market of the ’Winter Warmers’ campaign. (2) 6.2 Identify from the extract: (a) TWO above-the-line promotional techniques (b) TWO below-the-line promotional techniques (4 x 1) (4) 6.3 Explain TWO ways in which Thandeka Travel can determine whether the campaign was effective. (2 x 2) (4) 6.4 Explain ONE advantage for Thandeka Travel of advertising in a magazine for retired people rather than on national television. (2) [12] TOTAL SECTION C: 50 Copyright reserved Please turn over ### Page 13 Tourism 13 Hlayiso/Mock 2026 NSC Mock SECTION D: TOURISM SECTORS QUESTION 7 7.1 Mr Sello Mokoena is flying to a conference. Study his booking confirmation from a budget airline below and answer the questions that follow. FLYMZANSI (a fictional budget airline) – BOOKING CONFIRMATION FLIGHT DATE FROM TO DEP – ARR BASE FARE FM 214 23 Feb 2027 JNB PLZ 06:40 – 08:25 R1 049,00 FM 219 26 Feb 2027 PLZ JNB 17:10 – 18:50 R899,00 Base fare includes: one seat (randomly allocated) and 7 kg hand luggage. Airport taxes are included. Optional extras (per flight): checked bag (up to 20 kg) R250,00 • seat selection R70,00 • snack box R65,00 Check in online from 24 hours before departure. Airport check-in counters close 40 minutes before departure. [Source: Examiner’s own creation] 7.1.1 Identify the city that is represented by the airport code PLZ. (2) 7.1.2 Calculate the duration of flight FM 214. (2) 7.1.3 Mr Mokoena adds a checked bag on BOTH flights and pays for seat selection on flight FM 214 only. Calculate the total cost of his return ticket. (3) 7.1.4 Discuss TWO ways in which a budget airline such as FlyMzansi differs from a full-service airline. (2 x 2) (4) 7.1.5 Explain ONE advantage for Mr Mokoena of checking in online. (2) 7.1.6 Describe the procedure that Mr Mokoena must follow at the security control point before he boards the aircraft. (2 x 2) (4) 7.1.7 Redraw the table below in your ANSWER BOOK and complete it. TYPE OF SEAT ONE ADVANTAGE ONE DISADVANTAGE Window seat (2 x 2) (4) Copyright reserved Please turn over ### Page 14 Tourism 14 Hlayiso/Mock 2026 NSC Mock 7.2 When he lands, Mr Mokoena rents a car at the airport for the three days of the conference. Study the rental agreement below and answer the questions that follow. UBUNTU WHEELS: RENTAL AGREEMENT (a fictional company) Group C (compact, automatic) – daily rate R465,00 per day Free kilometres 200 km per day Additional kilometres R3,10 per km Contract fee R95,00 per rental Airport surcharge R180,00 per rental Additional driver R250,00 per rental Standard CDW and TLW (included) Excess: R15 000,00 Rental period 3 days (charged as 3 days) [Source: Examiner’s own data] 7.2.1 Explain the following terms that appear in the rental agreement: (a) TLW (b) Airport surcharge (c) Excess (3 x 2) (6) 7.2.2 Mr Mokoena adds a colleague as an additional driver. They drive 820 km during the three rental days. Calculate the total cost of the rental. (5) 7.3 Mr Pillay, who uses a wheelchair, lands at OR Tambo International Airport and travels on the Gautrain to his hotel. Answer the questions that follow. 7.3.1 Describe TWO ways in which the Gautrain accommodates passengers who use wheelchairs. (2 x 1) (2) 7.3.2 Discuss ONE measure that keeps passengers safe at Gautrain stations. (2) 7.3.3 State TWO rules that passengers must obey on board the Gautrain. (2 x 1) (2) 7.4 Read the extract below and answer the questions that follow. Mrs Nomsa Khumalo has booked a 3-night cruise from Cape Town to Walvis Bay in Namibia on the MS Atlantic Breeze (a fictional cruise ship). Her ticket states: ’Embarkation opens at 12:00 and closes at 15:00. The ship departs at 17:00. ALL passengers must attend the safety drill before the ship sails.’ [Source: Examiner’s own creation] Copyright reserved Please turn over ### Page 15 Tourism 15 Hlayiso/Mock 2026 NSC Mock 7.4.1 Describe TWO steps that Mrs Khumalo must follow at the cruise terminal to embark (board) the ship. (2 x 2) (4) 7.4.2 Explain why ALL passengers must attend the safety drill before the ship sails. (2) 7.5 Read the advertisement below and answer the questions that follow. HOSPITALITY LEARNERSHIP – APPLY NOW! The Lowveld Lodge (a fictional hotel) offers a 12-month paid learnership for 20 unemployed young people. Learners will rotate between the front office, the restaurant and kitchen, and housekeeping. Applicants must have passed Grade 12, enjoy working with people and be willing to work shifts, weekends and public holidays. [Source: Examiner’s own creation] 7.5.1 Identify TWO careers in the accommodation sector that a learner could follow after completing this learnership. (2 x 1) (2) 7.5.2 Name TWO personality traits that a person working in the hospitality industry needs. (2 x 1) (2) 7.5.3 Explain why good communication skills are important for a front office (reception) employee. (2) [50] TOTAL SECTION D: 50 Copyright reserved Please turn over ### Page 16 Tourism 16 Hlayiso/Mock 2026 NSC Mock SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM; COMMUNICATION AND CUSTOMER CARE QUESTION 8 8.1 Study the domestic travel deals below and answer the questions that follow. A SANDTON SKYLINE WEEKEND – 2 nights in a 5-star hotel, VIP tickets to an international jazz concert, rooftop cocktails and a fine-dining dinner. R9 800 per person. B GARDEN ROUTE ON A SHOESTRING – 5-day hop-on hop-off bus pass, dormitory beds in backpacker lodges, a zip-line tour and river tubing. Make new friends on the road! R2 950 per person. C MIDLANDS FARM-STAY – 3 nights in a self-catering family chalet; children stay free. Kids milk cows, ride on a tractor and learn how cheese is made. R3 600 per family. [Source: Examiner’s own creation] 8.1.1 Identify the domestic tourism market segment (from the Domestic Tourism Growth Strategy) that is targeted by EACH of the travel deals A, B and C. (3 x 2) (6) 8.1.2 Explain TWO strategic objectives of the Domestic Tourism Growth Strategy that travel deals such as these help to achieve. (2 x 2) (4) 8.2 Study the map of SADC countries below and answer the questions that follow. [Source: Examiner’s own simplified map (not to scale)] 8.2.1 Name the countries labelled A, B and C. (3 x 1) (3) Copyright reserved Please turn over ### Page 17 Tourism 17 Hlayiso/Mock 2026 NSC Mock 8.2.2 Name the capital cities of the countries labelled D and E. (2 x 1) (2) 8.2.3 Name the main border post that road travellers use between South Africa and the country labelled F. (1) 8.3 Read the extract below and answer the questions that follow. RETOSA works with the tourism authorities of the SADC member states to market Southern Africa as a single tourism destination, with many attractions that can be visited on one trip. [Source: Examiner’s own summary] 8.3.1 Write the acronym RETOSA in full. (2) 8.3.2 Discuss TWO economic benefits for SADC member states of growth in regional tourism. (2 x 2) (4) [22] Copyright reserved Please turn over ### Page 18 Tourism 18 Hlayiso/Mock 2026 NSC Mock QUESTION 9 9.1 SkyRand Airways (a fictional airline) lets passengers pre-order special meals for long-haul flights. Study the list of special meal codes below and answer the questions that follow. SPECIAL MEAL CODES KSML Kosher meal HNML Hindu meal MOML Muslim (halaal) meal VGML Vegan meal DBML Diabetic meal CHML Child meal [Source: Examiner’s own creation] 9.1.1 Identify the special meal code that the airline should book for EACH of the following passengers: (a) Rabbi Levin, who follows the Jewish dietary laws (b) Mr Dube, who eats no meat, fish, eggs, milk or honey (2 x 1) (2) 9.1.2 Ms Naidoo has ordered a Hindu meal (HNML). Explain why this meal will NOT contain beef. (2) 9.2 Read the scenario below and answer the questions that follow. A DISAPPOINTING DAY TOUR Mrs Adebayo booked a day tour to the Cradle of Humankind with Sizwe Tours (a fictional tour operator). The minibus arrived 45 minutes late at her hotel and the air conditioner did not work, even though the temperature was 34 °C. At the end of the tour she walks up to the guide and tells him, in front of the other passengers, that she is very unhappy with the service. [Source: Examiner’s own scenario] 9.2.1 Identify the type of complaint (verbal or written) that Mrs Adebayo makes. Give a reason for your answer. (2) 9.2.2 Give ONE reason for Mrs Adebayo’s complaint. (2) 9.2.3 Explain the FIRST FOUR steps, in the correct order, that the guide should follow to deal with Mrs Adebayo’s complaint effectively. (4 x 2) (8) 9.2.4 Explain ONE benefit for Sizwe Tours if the complaint is handled satisfactorily. (2) [18] TOTAL SECTION E: 40 TOTAL: 200 Copyright reserved ## Related documents - [Grade 11 Tourism November 2026 Mock Memo](https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-memorandum/93512bd5-80c7-49fa-9325-fd2c57213fd1) — Tourism · Memo · 2026 · Eng - [TOURISM GR11 QP NOV2020 ENG D](https://www.hlayiso.com/library/grade-11-tourism-2020-national-exemplar-november-exam-question-paper-english/362c6738-110b-4812-a7a9-633c6336546d) — Tourism · QP · 2020 · Eng - [TOURISM GR11 QP NOV2020 English](https://www.hlayiso.com/library/grade-11-tourism-2020-national-exemplar-november-exam-question-paper-english/972b51e2-6241-4ecd-825e-e620b66330e7) — Tourism · QP · 2020 · Eng - [TOURISM GR11 QP NOV2017 English](https://www.hlayiso.com/library/tourism-gr11-qp-nov2017-english/e537b14f-dd3a-443b-b35b-c5dc028c9ba6) — Tourism · QP · 2017 · Eng - [TOURISM GR11 MEMO NOV2022 English](https://www.hlayiso.com/library/tourism-gr11-memo-nov2022-english/4ee39b1a-c15d-401b-a2ce-f58d72e0da66) — Tourism · Memo · 2022 · Eng - [TOURISM GR11 MEMO NOV2022 English](https://www.hlayiso.com/library/grade-11-tourism-2022-exemplar-november-exam-memorandum-english/a2e7249e-6281-4e7a-9de8-691ec6ae9cba) — Tourism · Memo · 2022 · Eng ## More from Grade 11 Tourism - [Gr11-Tourism-SG LR](https://www.hlayiso.com/library/gr11-tourism-sg-lr/09885856-68f7-4b9c-b05a-98bbc02b9519) — Guide - [Gr 11 Tou ATP 2023-24](https://www.hlayiso.com/library/gr-11-tou-atp-2023-24/d9c7a9e4-b45b-48ef-947f-28f9e1e997f5) — ATP - [TOURISM GR11 QP MEMO NOV2020 ENG D](https://www.hlayiso.com/library/tourism-gr11-qp-memo-nov2020-eng-d/b5120061-63fc-4f50-b8bc-4abc20f3c386) — Memo · 2020 · Eng - [TOURISM GR11 MEMO NOV2020 AFR D](https://www.hlayiso.com/library/tourism-gr11-memo-nov2020-afr-d/838450ad-2680-486d-a2fe-ad36abab3f0c) — Memo · 2020 · Afr - [TOURISM GR11 QP MEMO NOV2020 AFR D](https://www.hlayiso.com/library/tourism-gr11-qp-memo-nov2020-afr-d/c71533b9-e7d2-42ca-842b-aba5a0103589) — Memo · 2020 · Afr - [TOURISM GR11 MEMO NOV2020 ENG D](https://www.hlayiso.com/library/tourism-gr11-memo-nov2020-eng-d/ef47126b-7e85-4299-8d4f-4fd405d5506d) — Memo · 2020 · Eng ## Collection - [Grade 11 past papers](https://www.hlayiso.com/grade-11/past-papers) --- Hlayiso: free CAPS and IEB past papers, memos, notes and study guides for South African learners. 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