Laws and Regulations Applicable to the Travel Industry - Institut de ...

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FIRST FOREWORD Among the projects entrusted to the ITHQ’s Centre d’expertise et de recherche en hôtellerie et restauration (CER), was the one submitted by the Office de la protection du consommateur (OPC) which consisted in producing this study and reference guide intended for travel professionals. Outcome of our first collaboration with the OPC, this Guide is an achievement of which the ITHQ can rightly be proud. It strengthens the ITHQ standing in developing training and certification services using information technologies. Through internet, travel industry professionals have now access to crucial information related to their field regardless of their location in Québec. This manual provides a perfect response to the current needs of the industry by presenting travel agency management guidelines as well as compiling information on legislative and regulatory components pertaining to this sector of economic activity. This is particularly true for all travel agents and counsellors considering that a knowledge exam is now required by law. Laws and Regulations Applicable to the Travel Industry: Textbook for Travel Professionals is an essential pedagogical aid for all instructors, whether it be in training institutions, business consultation workshops or self-paced online learning. It is also an excellent reference manual for all professionals working in the travel industry. Finally, I would like to thank the authors, Nathalie Gilbert and Isabelle Proulx, Tourism Management professors, who have done outstanding work. Lucille Daoust General Director Institut de tourisme et d’hôtellerie du Québec
SECOND FOREWORD The Office de la protection du consommateur is proud to present the very first edition of this Study Guide, produced in collaboration with the Institut de tourisme et d’hôtellerie du Québec. The Travel Agents Act now requires travel industry professionals to pass a knowledge exam on the Act and Regulations governing the sale of tourism goods and services. Successful completion of this examination will prove that you possess the necessary knowledge and skills to offer services in accordance with laws and regulations applying to this industry. Amidst other topics, you will become familiar with pricing, internet transactions requirements as well as the Travel Agent Customers’ Compensation Fund. This study guide will thereby assist you in carrying out efficiently the functions of this stimulating and rewarding profession. Starting on July 1, 2012, Québec travellers will have additional peace of mind: Travel professionals will have passed an examination on laws and regulations governing the sale of tourism goods and services. I hope this Guide will be of use while preparing for the exam, a mandatory step in obtaining or renewing your certificate. Louis Borgeat President Office de la protection du consommateur iv Laws and Regulations Applicable to the Travel Industry: Textbook for Travel Professionals
Page 1 and 2: Laws and Regulations Applicable to
Page 3: Laws and Regulations Applicable to
Page 7 and 8: TOPIC 3 — OPERATING WITH A LICENC
Page 10 and 11: A WORD FROM THE AUTHORS This Guide
Page 12 and 13: This topic refers more specifically
Page 14: MODULE I OPERATING A TRAVEL AGENCY:
Page 17 and 18: use of part of the income from the
Page 19 and 20: Figure 1 Structure and Responsibili
Page 21 and 22: Did you know that… According to t
Page 23 and 24: Did you know that… It is the Cour
Page 25 and 26: Do you know… How much time the cu
Page 27 and 28: 1.2.4.2 What is the role of the com
Page 30 and 31: ADMINISTER 2FUNDS At the end of thi
Page 32 and 33: You are authorized to withdraw fund
Page 34 and 35: Individual security amount to provi
Page 36 and 37: Contribution to FICAV Accumulated s
Page 38 and 39: Check list Administration of funds
Page 40: Answers 1. False. The customer has
Page 43 and 44: Test your knowledge True or False 1
Page 45 and 46: Did you know that… An association
Page 47 and 48: Typical example Specimen: Travel Ag
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3.1.4 Licence renewal Do you contin
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The information provided through th
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Check list Licence Penal liability
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Supplementary readings and exercise
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Test your knowledge True or False 1
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Did you know that… … your certi
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Answers 1. False. Since January 1,
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5 This PUBLICIZE YOUR PRODUCT OR SE
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Test your knowledge Based on your c
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Example Conviction for failure to c
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5.1.3 Compliant written or printed
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Typical example Non-compliant adver
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5.4 PENALTIES AND OFFENCES Clients
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DEALING WITH 6CUSTOMERS At the end
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What is an obligation of means or a
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According to case law, the liabilit
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To offset various problems that cou
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Now it’s your turn to assess your
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PREPARING THE CUSTOMER’S 7DEPARTU
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7.1 DOCUMENT DELIVERY 7.1.1 Invoice
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Some websites include useful inform
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7.3 PRICE CHANGES Like every kind o
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Example Natural disaster Eruption o
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Checklist Billing Penal liability C
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To conclude the sale in the absence
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APPENDIX
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APPENDIX 1 (con’d)
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APPENDIX 2 (con’d) Travel Counsel
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APPENDIX 3 (con’d) Answers - Exer
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Debtor: Person who is required to f
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Travel agent: A person, partnership
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Laws and Regulations Applicable to
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