Members Area

Code of Conduct

A. Preamble
 
Article 3(c) of the Memorandum of Association states that an objectives of ACTA is:
 
To prepare and keep in force Regulations and/or a Code of Conduct between the Members of the Association and the Public and between Members and the companies they represent with a view to ensuring that the status of ACTA membership shall be recognised as a guarantee of integrity, skill and high standard of service. Such regulations and/or Code shall entail prohibition of unfair competition provided there shall be no interference with ventures or deals based on fair trading.
 
The ACTA Code of Conduct, which all members must observe has been prepared with a view to achieving four main objectives:
 
1. To ensure that the public receives the best possible service from ACTA Members.
 
2. To preserve the reputation, standing and good name of the Association and its Members.
 
3. To ensure fair trading between Members of the Association and the public in general as well as between the Members themselves.
 
4. To encourage the growth and development of the travel industry as long as there is no clash with the preceding three objectives.
 
B. Basic Principles
 
1. The present Code of Conduct shall not run counter to the accepted Codes of Conduct of other associations or organisations related to travel, tourism and ancillary businesses.
 
2. The following shall be deemed to be acts contrary to the Code of Conduct:
 
a) Any acts of misleading the public in any way
b) Any acts of introducing unfair competition between members.
c) Any acts which cause harm to the good name and reputation of the Association and/or its Members.
 
3. Care should be taken to see that the travelling public is fully and accurately informed about inclusive tours, i.e. tours comprising food and accomodation, and to ensure that services being advertised and paid for are fully and unfailingly fulfilled.
 
4. Fair competition includes all commercial prices and marketing which:
 
a) May be placed equally at the disposal of all the members so long as all members are entitled to them.
b) Do not affect or disparage the reputation of other members.
c) Are not presented as offering better service or higher standards than the actual ones.
 
5. Undercutting of prices below those fixed and/or published shall be deemed as running counter to the interests of the Association and its Members, provided this can be adequately proved.
 
C. Code of Conduct between members and the public
 
1. All offices of Members shall have trained and experienced staff which shall be able to provide accurate information and offer fully satisfactory booking services to the public.
 
2. A high standard of service to the public shall be maintained and offered together with true, accurate and impartial information.
 
3. Any action likely to mislead the public in any way either through advertising, publication, in writing or through any other means or through the use of trade names which imply the existence of official recognition or status shall be prohibited.
 
4. No discount or any other benefits shall be offered to the public which have not been published or advertised in any way.
 
5. Dealings with clients shall be deemed confidential unless the client otherwise authorises.
 
6. In the case of dispute with a client every effort is made for an amicable and speedy settlement. The ACTA Board shall, at the request of either party, offer its good offices.
 
D. Code of Conduct between members and the companies they represent
 
Members shall offer full service to the Companies they represent and comply with all their instructions.
 
E. Code of Conduct between members 
 
1. Members shall deal fairly with one another and shall not engage in unfair competition.
 
2. Members shall comply with the provisions of sections C and D above as long as these apply to them.
 
3. Members shall not disparage the business and/or business practices of another member, either directly or by implication, nor make any derogatory comparisons as to prices and services offered by another colleague-member.
 
F. Business promotion inducements and pressures
 
1. Advertising is accepted as the normal means for the announcement of travel arrangements and for explaining to the public the objectives and particulars of the service offered.
 
2. Members shall encourage the public to deal with anyone of the various offices and/or agencies and do nothing that would influence the public against such appropriate dealings.
 
3. Pressures and misleading publications shall be deemed to be contrary to the Code of Conduct if they lead to or aim at inducing clients from other members other than by way of fair competition.
 
4 Words like "free" shall not be used for describing elements of travel or holiday arrangements offered for sale to the public except for such services and/or counsel that do not constitute any reduction in the published prices.
 
G. Application of Code of Conduct/Penalties
 
1. Violation of the Code of Conduct involves the following penalties for the infringer:
 
a) reprimand
b) fine
c) permanent suspension of membership
d) expulsion from ACTA
 
2. If an allegation about violation is presented to the Board, the Member so accused is given notice of fourteen days and shall be entitled to attend the hearing of the case.
 
3. After consideration of the alleged violation, the appropriate Board may either dismiss the member or temporarily suspend membership or impose a fine or reprimand the member, provided the decision is taken by majority in the appropriate Board, specially convened to examine the specific violation or misdemeanour.
 
4. The member concerned shall be entitled to appeal, before the Appeals Board, under the provisions of Art.11 of the Articles of Association, against such conviction of dismissal or fine. There shall be no appeal against mere reprimand or censure.
 
5. In the event of any ambiguity as to the interpretation of the Code of Conduct or the definition of unfair competition, a Member may apply to the Appeals Board for the issue of an interpretative ruling. To this effect, minutes of such interpretative rulings are kept and these are attached to the Memorandum and Articles of Association as Appendices.