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

Services Standards
Scope/purpo
se
Service
provider
Travel
agencies
and tour
operators
EN 13809
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.
2. Equipment and premises
AFNOR AC
X 35-501
Accord on
package
tourism and
disability
Purpose is to
create a
label which
guarantees
quality
standards in
the
equipment
and the
services
1.2. Training
of personnel
with regard
to reception
and support
of client
Hotel and
other type
of tourism
accommoda
tion EN ISO
18513
defines
terms used
in the
tourism
industry in
relation to
the various
types of
tourism
accommodati
on and other
related
services
Recreationa
l diving
services
EN 14467
Training and
education,
Organised
and guided
diving for
certified
divers,
Rental of
diving
equipment
5.3. detailed
rules for
training of
recreational
scuba
instructors
EN 14153-1-
2-3, EN
14413-1-2
6. specific
rules on
organised
and guided
diving for
certified
divers EN
14153-1-2
Language
study tour
EN 14804
Requirement
s for
language
study tour
providers,
including
schools, tour
operators
and agents,
4.2.4.
requirements
on teaching
staff (home
country,
TOEFL,
university
qualification)
Although requirements on the equipment and the premises are often laid down
in New Approach type directives, the standards do not contain references and
do not indicate where additional criteria are needed. The five technical
standards being studied here do not provide much guidance, with the exception
of recreational diving services at the EC level, and the French normative
document AC X 35-501 on package tourism and the disabled. This is selfexplanatory,
as diving requires the use of the necessary technical equipment.
129