Preamble
We live in a world in which travel has become both increasingly important
and complex in its variety of modes and choices. Travelers are faced with
a myriad of alternatives as to transportation, accommodations and other
travel services. Travelers must depend on travel agencies and others in
the industry to guide them honestly and competently. All ASTA members
pledge themselves to conduct their business activities in a manner that
promotes the ideal of integrity in travel and agree to act in accordance
with the applicable sections of the following Principles of the ASTA Code
of Ethics. Complaints arising under this Code should be filed in writing
with the ASTA Consumer Affairs Department.
General Responsibilities
1. Accuracy. ASTA members will be factual and accurate
when providing information about their services and the services of
any firm they represent. They will not use deceptive practices.
2. Disclosure. ASTA members will provide in writing,
upon written request, complete details about the cost, restrictions,
and other terms and conditions, of any travel service sold, including
cancellation and service fee policies. Full details of the time, place,
duration, and nature of any sales or promotional presentation the consumer
will be required to attend in connection with his/her travel arrangements
shall be disclosed in writing before any payment is accepted.
3. Responsiveness. ASTA members will promptly respond
to their clients' complaints.
4. Refunds. ASTA members will remit any undisputed
funds under their control within the specified time limit. Reasons for
delay in providing funds will be given to the claimant promptly.
5. Cooperation. ASTA members will cooperate with
any inquiry conducted by ASTA to resolve any dispute involving consumers
or another member.
6. Confidences. ASTA members will not use improperly
obtained client lists or other confidential information obtained from
an employee’s former employer.
7. Confidentiality. ASTA members will treat every
client transaction confidentially and not disclose any information without
permission of the client, unless required by law.
8. Affiliation. ASTA members will not falsely represent
a person’s affiliation with their firm.
9. Conflict of Interest. ASTA members will not allow
any preferred relationship with a supplier to interfere with the interests
of their clients.
10. Compliance. ASTA members shall abide by all federal,
state and local laws and regulations.
Specific Responsibilities
1. Notice. ASTA members operating tours will promptly
advise the agent or client who reserved the space of any change in itinerary,
services, features or price. If substantial changes are made that are
within the control of the operator, the client will be allowed to cancel
without penalty.
2. Delivery. ASTA members operating tours will provide
all components as stated in their brochure or written confirmation,
or provide alternate services of equal or greater value, or provide
appropriate compensation.
3. Credentials. An ASTA member shall not, in exchange
for money or otherwise, provide travel agent credentials to any person
as to whom there is no reasonable expectation that the person will engage
in a bona fide effort to sell or manage the sale of travel services
to the general public on behalf of the member through the period of
validity of such credentials. This principle applies to the ASTA member
and all affiliated or commonly controlled enterprises.
Conclusion
Adherence to the Principles of the Code of Ethics signifies competence,
fair dealing and high integrity. Failure to adhere to this Code may subject
a member to disciplinary actions, as set forth in ASTA's Bylaws.
@ |
