Consumer Protection in Tourism Industry

This assignment delves into the crucial topic of consumer protection within the tourism industry. It analyzes the legal and regulatory issues surrounding consumer rights, particularly focusing on the vulnerabilities faced by tourists and the mechanisms in place to safeguard their interests. The analysis draws upon various scholarly sources, including books, journals, and online resources, to provide a comprehensive understanding of this important subject.

Legislation and Ethics in
travel and Tourism Sector

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Legal and regulatory framework of the travel and tourism sector with reference to England
and Wales. ............................................................................................................................1
1.2 Surface , Sea and Air transport law in relation to the carriage of passengers. ................3
TASK 3............................................................................................................................................4
3.1 Presenting the Contract legislation for the travel and tourism consumer.........................4
3.2 Describing the consumer protection legislation for TUI customers.................................6
3.1 Presenting the Contract legislation for the travel and tourism consumer.........................8
3.2 Describing the consumer protection legislation for TUI customers...............................10
TASK 4..........................................................................................................................................11
4.1 Describing the ethical dilemmas faced by TUI..............................................................11
4.2 Corporate Social responsibility policy of TUI...............................................................12
CONCLUSION..............................................................................................................................13
References......................................................................................................................................15

INTRODUCTION
Legislation and Ethics plays a major role in travel and tourism industry. As it is very
important to follow the different laws and regulation for several industry in order to run the
organisation effectively. In this report it has take TUI which is an Anglo German travel and
tourism company. It important for TUI to follow all the legislation and regulation which will
help the organisation to run in right direction .it is the largest leisure , travel and tourism
company in the world that owns many travel agencies , airlines , cruise etc. As the organisation
who conduct the business to the large extent must follow the rules and regulation in the effective
manner. As this report will discuss all the laws and regulation which need to be fulfil by the
entities. The study will describe the various sea, surface and air transport laws in relation to
carriage of passengers within legal and regulatory framework in travel and tourism sector.
Further more this report will cover the all the legislation and regulation relating to health and
safety and security and security in the travel and tourism sector. As it is important to consider the
health and safety factor of the passengers and employees. It will also understand the consumer
protection legislation in relation to the travel and tourism sector. As it will include various laws
such as contract law and consumer protection laws. And al last this report will discuss the role of
business ethics in the travel and tourism sectors.
TASK 1
1.1 Legal and regulatory framework of the travel and tourism sector with reference to England
and Wales.
Travel and Tourism sector is
very wide sector which has
introduced many laws and
regulation which need to be
follow in the proper and
effective manner. And also are
mandatory to follow for every
entity that operates business in
the same sector. It is very
customers. As it essential to
provide safety measures and
high quality services. The
regulatory body also authorize
to secure the interest of
government department and
staff who all are connected
with the tourism sector. The
authority should give majority
International Air
Transport Association - it is
basically a trade association

important for the entity to
follow all the riles and
regulation in this sector. As
there are certain laws which
need to be fulfil. Under the
same sector various entities
has entered which provides
strategic direction to a rail
authority. There are many
laws and regulation which
must be followed. And below
it has discuss all the regulatory
bodies which make the travel
and tourism to run in the
smooth manner. As there
primary objective of all these
authority is to develop various
standard and also establish the
right of the people and at last
develop code of conduct and
effective policies which help
travel and tourism work in run
direction. As these regulation
affect the travel and tourism
industry to the large extent.
priority on safety and security
aspects of the passengers while
they fly from one place to
another. As travel and tourism
industry is little bit risky. This
also ensure that the society is
also protected from several
harms and hazards . Also it is
important for the organisation
to promote healthy industrial
relations so that employees
manages their duties and
responsibilities in proper
manner. It is very important of
this authority to manages the
health of the passengers so that
it increases the passengers of
the travel and tourism to a
large.
Association of British Travel
industry – it is basically the
association which deals with
for the worlds airline which
represent some 290 airlines or
82 % of total air traffic. It is
the regulatory body which
makes travel and tourism
industry run in the smooth
manner. It basically facilitates
the and establish various
policies which will help TUI
to work in effective way
without any hinders.
Strategic Rail
Authority – it is an another
regulation which need to be
consider while delivering
railways services. As strategic
Rail Authority has the power
to prevent and regulate the rail
services in the effective
manner. Also it provide
adequate direction to the
railway industry. As it was
establish in 2001. its main

Health and safety law – it is
very important for the entities
to follow this law. As it is
important ensure the health
and safety measures. In the the
commission ensures that all
the services are integrated with
quality aspects. It is important
to ensure the safety aspect of
the employees as well
travel agents and travel
operators which has the
control on travel agents. As it
is the largest association of UK
which represent travel agents
and tour operators.
It is basically designed to
enforce standards and solve
many problems effectively.
motive is run railway in
effective manner.
Civil Aviation
Authority – it is basically
responsible for the regulation
of aviation safety in the United
Kingdom. Its motive is to
updates the various laws and
regulation regarding the
airspace usage and aviation
safety.
1.2 Surface , Sea and Air transport law in relation to the carriage of passengers.
As there are several laws and
regulation which need to be
follow. And all the norms and
regulation have been introduce
by the British Government for
the management of sea ,
surface and air transport .
There are many three type of
laws which as has been below
It safeguard the interest of the
passengers and protect their
right. The Railway
privatization give focus on
contributing towards the
develop the transport of goods
and services. They have the
right to pay specific amount to
the passengers. So this type of
regulation are very important
to run the travel and tourism in
the right manner.
Sea law – The
International Maritime
This authority help to reduces
the accidents and control all
the uncertainties which are
happens.
There are many two type of

Surface law – The
International Carriage of
Passengers by Road Act , 1979
governs the said surface law of
the country. This laws basic
motive is the protects and
regulates the passengers that
are on the board. As all the
crucial operations of the
organisation are managed by
the road and air act. As of any
of the party faces loses or any
of the damages they can claim
under the surface law. And
also several remedies are been
available to the passengers
under surface law. They have
the authority to pay the right
and specified amount to the
passengers when they suffer
loss. The remedies which are
claim under the legislation
include mental or disable or
any of the passenger which
causes damages of any kind.
The loss of luggage is also
included in this type of law.
All the remedies are available.
Organisation which is
formulate by the united nation
ensures safeguards the safety
and security of shipping. It
regulates many environment
factors involve while
functioning of the ships. As
sea transportation is mainly
occupy in moving the
passengers from one place to
another through various
sources such as cruise , ships
etc. it is the authority who
manages all the operation of
sea transport. As it is very
important to protect the right
of the passengers. And also
there is specific limit which
are determine by the authority
to carry out the load in the ship
as excess of it will be not
required. And this limit is
appropriately manage.
regulation such as Territorial
sea act 1987 and Carriage of
goods by sea act 1992 are
responsible for managing the
goods of the passengers in
systematic manner. This
measures help to increase the
passengers in travel and
tourism sector.
Air transport – all the various
entity which are engage in the
air transport have been manage
by the one authority that is
authority of civil aviation. It is
required to manage the
industry and monitor all the
practices and conduct it in the
systematic manner. As air
transport include various
legislations. This legislation
aims at rising the particular
standard of the people. it also
various direction the people
who are engage into airline
services.

TASK 3
3.1 Presenting the Contract legislation for the travel and tourism consumer
For travel and tourism sector,
it is quite necessary to follow
the contract law as well which
is defined as a judicial kinship
with the two and more parties
for exchanging the goods and
services which is defined in
laws. In the same way, TUI is
also bound in the some terms
and condition such as
destination place, duration of
the tours, cost of a stay etc. On
the other side, if there is a
breach or failure of
communication, the contract is
void and thus, there are some
terms and condition which
should be follow by the every
company while making a
contract such as:
 Offer: It is the first
statement which is used
to inform that the offer
is ready which is
further accepted by the
offeree, even when one
of the party made a
 once they accepted an
offer then they are
bound with terms and
condition (Necessary
element of Contract,
2019). In a holiday
contract, customers are
accept the proposal
after having a
discussion with travel
agent, now they have to
follow all terms an
condition.
 Consideration: It is
the value that is used to
exchanging and for
TUI it is the amount of
money which is used to
make a contact valid
for future.
there should be clear
communication between both
parties and miscommunication
leads to void the contract.
For example, Contract
of Package Holiday: This
contract is generally made
when tour operators ensures
that they meet the demand of
customers. Such that when the
demands are meet and both
parties are agreed with terms
an condition, then it become
contract. Moreover, as per
Therefore, the customers have
to pay for all the services
which is available for the
customers that includes flight.
Even the contract of holiday
also have some conditions
such as:
 Understanding

promise and other part
has to act or doing
some action in the
future as well (Yörük,
Garda and Gök, 2019).
For example, when TUI is
made a proposal and offer a
package of tour that includes
cost, accommodation facility
and departure time etc. thus,
when the offer is
communicated to other party,
then they has a right to accept
and reject the offer.
 Acceptance: It is next
element in which the
offer is accepted in
writing and it should be
communicated with
well manner to other
party because
 Capacity: It means the
ability that a person
have to be in order to
enter into contract.
Therefore, as per laws,
to enter into contract,
both the parties must
have minimum 18+
age, then the contract is
valid.
 Certainty: It means
that both the parties
should knew about all
the rules and
regulations such that
Package Holiday
Regulation, 1992
which states that while
making a holiday
package, the tour
operator must includes
at least 2 services
between both parties
 The contract must
detail with all
necessary information
such as duration of the
stay
 Detail must be
included in brochure
or n advertisement
 Consumer regulations
 Personal Predilection
 Some common details
Contract of supply of
goods means that users expect
reasonable states of goods and
services that should be provide
with proper skills and care.
Such that when TUI made
contract for accommodation,
the they should provide a hotel
with proper cleanliness.
Therefore, when both parties
are agreed, then it is
considered as a contract.
Law of Contract in
travel and Tourism sector also
travelling safe and easy for the
customers and in future this
also helps to make the
relationship better and
trustworthy with one another.

(Fennell, 2019).
3.2 Describing the consumer protection legislation for TUI customers
The consumer protection act or
legislation main aim is to
protect or prevent the rights
and interest of the customers
from getting violated.
Therefore, there are some laws
that should be comply with the
TUI and some of them are as
mentioned below:
Trade Description
Act, 1968: It is the act which
is made by the parliament of
abelled products as the label
ensures that it is good for the
customers. Such as a
manufacturer also has a legal
responsibility in order to
mention the authentic
information related to a
product that also ensures by
Health and safety law of UK.
This consumer legislation also
make handle the issues like
fraud, some unfair business
practices and goods obligation.
Further, the regulations also
help in order to abolishing the
supply of the sub- standard
goods and also establishing the
product liability through some
legal authority (Apan and
Miff, 2019). Moreover, the act
also contain a some strict
Apart from this, the package
travel regulation also ensure
that the tour company have to
put the money back when the
tour goes broke and at that
time, the company should pay
the money back to their
customers. On the other side,
the act also assure that
miscommunication should also
corrected at the end of service
by making some necessary
arrangements.
‘Uberrimae Fidei’:
This act mainly help to gain
highest faith and therefore, it is
a legal document that mainly
govern some insurance
contracts. Such that when TUI
introduce new package and
take their customers for a tour

UK that mainly prevents the
manufacturers, retailers and
services industry from
misleading the customers.
Even the law also empowers to
punish those individuals who
provide false information
related to products and
services. Apart from this, it
also set out the responsibility
of some trading standards
officers in order to check
whether the tour operator did
not made any false trade
description (Dileep, 2019).
Further they also work for
local government and also
have the powers so check
prices and description and if
there is any serious problem
then they can easily go to
Magistrate court and Crown
Court.
Consumer Protection Act,
1987: This act mainly govern
for pricing of a products and
product safety , it is also
designed to protect consumer
and also give them right to
purchase the l
liability test for the defective
products in UK and in that
reason, the producer is only
liable for all the damage.
Package Tour
Regulations, 1992: this law
mainly lay down the rules for
the tour operators and the
holiday companies should also
comply with these rules for
booking term conditions.
Further it also set out the
information which should be
provided by TUI to their
customers before and after
booking the package.
Therefore, this law also make
sure that tour operators and the
company are responsible for
proper performance which
further includes the services
that provided by suppliers.
and at that time, it is the duty
of the firm to allow the insurer
in order to protect them.
Thus, it main purpose is to
protect the customers from any
risk and gain trust as well
(Stelnik, Kiyashko and
Lysikov, 2019).
Food Act 1984: This
act mainly apply to a ll the
food business which are in
contract with TUI for offering
the tour package to their
customers. Therefore, this act
mainly involve in the
production and sales of a food
that make sure that customers
should get the best variety of
food products and the
management done by TUI
should be in proper way that it
does not cause any harm to
their customers.

3.1 Presenting the Contract legislation for the travel and tourism consumer
For travel and tourism sector, it is quite necessary to follow the contract law as well
which is defined as a judicial kinship with the two and more parties for exchanging the goods
and services which is defined in laws. In the same way, TUI is also bound in the some terms and
condition such as destination place, duration of the tours, cost of a stay etc. On the other side, if
there is a breach or failure of communication, the contract is void and thus, there are some terms
and condition which should be follow by the every company while making a contract such as:
 Offer: It is the first statement which is used to inform that the offer is ready which is
further accepted by the offeree, even when one of the party made a promise and other
part has to act or doing some action in the future as well (Yörük, Garda and Gök, 2019).
For example, when TUI is made a proposal and offer a package of tour that includes cost,
accommodation facility and departure time etc. thus, when the offer is communicated to
other party, then they has a right to accept and reject the offer.
 Acceptance: It is next element in which the offer is accepted in writing and it should be
communicated with well manner to other party because once they accepted an offer then
they are bound with terms and condition (Necessary element of Contract, 2019). In a
holiday contract, customers are accept the proposal after having a discussion with travel
agent, now they have to follow all terms an condition.
 Consideration: It is the value that is used to exchanging and for TUI it is the amount of
money which is used to make a contact valid for future.
 Capacity: It means the ability that a person have to be in order to enter into contract.
Therefore, as per laws, to enter into contract, both the parties must have minimum 18+
age, then the contract is valid.
 Certainty: It means that both the parties should knew about all the rules and regulations
such that there should be clear communication between both parties and
miscommunication leads to void the contract.
For example, Contract of Package Holiday: This contract is generally made when tour
operators ensures that they meet the demand of customers. Such that when the demands are meet
and both parties are agreed with terms an condition, then it become contract. Moreover, as per
Package Holiday Regulation, 1992 which states that while making a holiday package, the tour

operator must includes at least 2 services (Fennell, 2019). Therefore, the customers have to pay
for all the services which is available for the customers that includes flight. Even the contract of
holiday also have some conditions such as:
 Understanding between both parties
 The contract must detail with all necessary information such as duration of the stay
 Detail must be included in brochure or n advertisement
 Consumer regulations
 Personal Predilection
 Some common details
Contract of supply of goods means that users expect reasonable states of goods and
services that should be provide with proper skills and care. Such that when TUI made contract
for accommodation, the they should provide a hotel with proper cleanliness. Therefore, when
both parties are agreed, then it is considered as a contract.
Law of Contract in travel and Tourism sector also travelling safe and easy for the
customers and in future this also helps to make the relationship better and trustworthy with one
another.
3.2 Describing the consumer protection legislation for TUI customers
The consumer protection act or legislation main aim is to protect or prevent the rights and
interest of the customers from getting violated. Therefore, there are some laws that should be
comply with the TUI and some of them are as mentioned below:
Trade Description Act, 1968: It is the act which is made by the parliament of UK that
mainly prevents the manufacturers, retailers and services industry from misleading the
customers. Even the law also empowers to punish those individuals who provide false
information related to products and services. Apart from this, it also set out the responsibility of
some trading standards officers in order to check whether the tour operator did not made any
false trade description (Dileep, 2019). Further they also work for local government and also
have the powers so check prices and description and if there is any serious problem then they can
easily go to Magistrate court and Crown Court.
Consumer Protection Act, 1987: This act mainly govern for pricing of a products and
product safety , it is also designed to protect consumer and also give them right to purchase the
labelled products as the label ensures that it is good for the customers. Such as a manufacturer

also has a legal responsibility in order to mention the authentic information related to a product
that also ensures by Health and safety law of UK. This consumer legislation also make handle
the issues like fraud, some unfair business practices and goods obligation. Further, the
regulations also help in order to abolishing the supply of the sub- standard goods and also
establishing the product liability through some legal authority (Apan and Miff, 2019). Moreover,
the act also contain a some strict liability test for the defective products in UK and in that reason,
the producer is only liable for all the damage.
Package Tour Regulations, 1992: this law mainly lay down the rules for the tour
operators and the holiday companies should also comply with these rules for booking term
conditions. Further it also set out the information which should be provided by TUI to their
customers before and after booking the package. Therefore, this law also make sure that tour
operators and the company are responsible for proper performance which further includes the
services that provided by suppliers.
Apart from this, the package travel regulation also ensure that the tour company have to
put the money back when the tour goes broke and at that time, the company should pay the
money back to their customers. On the other side, the act also assure that miscommunication
should also corrected at the end of service by making some necessary arrangements.
‘Uberrimae Fidei’: This act mainly help to gain highest faith and therefore, it is a legal
document that mainly govern some insurance contracts. Such that when TUI introduce new
package and take their customers for a tour and at that time, it is the duty of the firm to allow the
insurer in order to protect them. Thus, it main purpose is to protect the customers from any risk
and gain trust as well (Stelnik, Kiyashko and Lysikov, 2019).
Food Act 1984: This act mainly apply to a ll the food business which are in contract with
TUI for offering the tour package to their customers. Therefore, this act mainly involve in the
production and sales of a food that make sure that customers should get the best variety of food
products and the management done by TUI should be in proper way that it does not cause any
harm to their customers.

TASK 4
4.1 Describing the ethical dilemmas faced by TUI
Business ethics is helps a business to run in effective manner and all the business should
have their own policies and practices which further includes corporate governance, bribery and
discrimination etc. In the same way, travel and tourism sector also faces some issues or ethical
dilemmas which affect the business in negative way. Therefore, there are many ethical dilemmas
such as, recently, TUI faces issue related to extremely low prices but the firm is overcome this
issue by creating some codes of conduct and this also helps to act in harmony with a host
countries and as a result, it leads to gain high competitive advantages (Abd, 2019).
Further, discrimination and bribery are another ethical dilemmas that affect the business
as well as tourism industry. Even the corruption is another major issue and a criminal activity
which is prohibited by law. Apart from this, TUI will not discriminate the person on the basis of
gender, age and caste, as this is forbidden by the law and in UK, there are some areas in travel
and tourism industry where most of the women are found discriminated at workplace.
Not only this, the travel and tourism sector also affected by some ethical dilemmas such
as the employment of a child labour such as helpers, workers ad sales representatives and even
there is a unemployment conditions and also increasing level of the poverty among children
which force them to earn as before recognizing the law. This also leads to create the ethical
dilemmas among the tourism sector (Unurlu, 2019). Moreover, the TUI also sometimes did not
comply with the law and this also affect the overall business and it did not meet the society's
minimum norms and some standards of business conduct.
Moreover, the country should also provide or prior to travelling such that all the
information should be convey with the health and safety laws and on the other side, the country
also encourage them to respect local environment and should be avoid the action that may cause
harm to the environment. In the same way, TUI also make the plan that helps to provide positive
impact upon the ecosystem, therefore, TUI should also try to contribute the countries and also
follow the code of ethics that helps to run the business smoothly. Even, there are many
companies in Travel and Tourism sector who are doing wrong and also mislead the information,
which is another major ethical dilemma in UK and thus, when the defined commission come for
checking or monitoring then thee company is found fraud (Lima, 2018). Even whistleblower is
another dilemma in which a person comes by themselves in order to share their own views and

let other know that this business is doing wrong. Therefore, this major ethical dilemmas also
affect the business overall market and even affect the brand image as well.
4.2 Corporate Social responsibility policy of TUI
Corporate Social Responsibility Is one of the broad concept that take many of the forms
that creates positive impact upon the business and even through CSR, the business can also get
benefited to the society while boosting the brands, therefore, it is quite valuable for a company as
well as for a society. In the same way, TUI also have the its own CSR policy that makes good
impact upon the society. TUI care foundation also help the holidaymakers and also harnessing
the positive impact of the tourism (Adhikari, 2017). Even the company also empowering young
people and also open some new opportunities by providing the education and training session.
Such that it also empower 10000 careers through its TUI academy and provide better
opportunities and give an authority to 1 lac through TUI Junior Academy.
Apart from this, the company also make commitment to sustainability extends and
receive many awards such as TUI is also listed to FTSE4Good Index in recognition for its
transparency and also for meeting the strict social, and governance standards. In addition to this,
TUI also make continuous efforts to reducing the environment impact of the holidays such that
as a company with a substantial carbon footprint and TUI makes its efforts to reduce the carbon
footprint in 2014 in its operation. It is so because this leads to creates positive impact upon the
environment. TUI's carbon management program covers the aviation, hotels and cruise and
these areas also have the clear and stretching target for its improvements. Even the company also
hire the flights that emit 20% less carbon dioxide as compared to others and this also lads to
affect the business environment in positive manner (CSR policy of TUI, 2018).
In addition to this, the company's market research also shows that the customers value
learning about the country and their people as well. That is why, TUI also creates a set of outing
such as collecting and giving the customers a true taste of a destination so that they get best
experience in their tour. Such that in 2014, TUI also make some excursion in the collection that
also meet the specific criteria of sustainability and this shows that the quoted firm also brings the
benefits to local people and as a result, it also minimize the impact of its environment too.
Moreover, the company also includes some innovative environmental technologies and also
invest in the skills training for staff and favour the local sustainability procurements.

Not only this, it has been analysed through its CSR report that TUI is one of the world's
leading tourism business and also believe that it has the unique responsibility towards the
industry and that is why it continuously provide or give the resource or reach in order to build the
resilience and positive impact on travel and tourism (Dileep, 2019). Further, in the same way, to
achieve this, he company also need cutting edge research which further allow to understand the
impact and also leads to enhance the tourism numbers as well. That is why it also develop the
project name Ttal Impact Measurement and Management (TIMM) that main aim is to increase
the local sourcing of food and beverage in the hotels and also facilitate greater access to the
customers for a local business. It also provides some training sessions to their hotel's employees
in order to provide better customer experience . In this, way, the quoted firm always try to
provide the best customer experience and also help to provide benefit to society as well.
CONCLUSION
By summing up above report, it has been concluded that though the study, legal and
regulatory framework of health and safety travel and tourism sector are concluded that clearly
shows that to run a business, it is quite essential for the business to comply with all legal laws.
Further, the study also concluded that TUI should comply with legal framework such as Health
and safety commission and Civil Aviation Authority that helps for the smooth functioning of a
business. Further, TUI or travel and tourism sector should also adhere to surface, sea and air
transport law that help to protect the passengers with the legal and regulatory framework in UK.
Even, the company should also comply with Health and Safety law so that it creates
positive impact upon the business. Moreover, the company should also follow the contract law,
consumer protection act, trade description act, package regulation act that helps to make the
customers happy and protect them from any miscommunication. Lastly, report concluded some
ethical dilemmas that also affect the travel and tourism sector in negative way and by
implementing proper CSR policy the company can maximize the efficiency and further it also
enhances its brand as well.

References
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