Services Standards: Defining the Core Consumer Elements ... - ANEC

Hans-W. Micklitz
The AFNOR project on “accessibility services: opportunities and feasibility of
standardisation work in the area of transport and tourism”, under the Second
Programming Mandate M/371, has been approved. The project is meant to
define accessibility criteria for tourist services, such as tourist transport and
tourist sites for people with physical, sensory or cognitive disabilities. There is a
strong link to EN 13816 ‘Transport, logistics and services, public passenger
transport, and draft EN 15140 ‘Public passenger transport – basic requirements
and recommendations for systems that measure delivered service quality’. The
objective is to develop common criteria, to provide reliable information, to
promote accessibility and to increase public awareness.
Travel
agencies
and tour
operators
EN 13809
AFNOR AC
X 35-501
Accord on
package
tourism and
disability
Hotel and
other type
of tourism
accommoda
tion EN ISO
18513
Recreationa
l diving
services
EN 14467
Language
study tour
EN 14804
Scope/purpo
se
Set of
definitions,
designed to
facilitate the
understandin
g between
the users
and the
providers of
tourism
services,
Assisting
consumers
to make an
informed
choice.
Purpose is to
create a
label which
guarantees
quality
standards in
the
equipment
and the
services
defines
terms used
in the
tourism
industry in
relation to
the various
types of
tourism
accommodati
on and other
related
services
Training and
education,
Organised
and guided
diving for
certified
divers,
Rental of
diving
equipment
Requirement
s for
language
study tour
providers,
including
schools, tour
operators
and agents,
Management
and staff
1.2. Training
of personal
4.6.
requirement
on group
leaders
128