Detailed Report on Legislation, Ethics, and CSR in Travel and Tourism

This report analyzes the legal and ethical framework of the travel and tourism sector, focusing on legislation, transport law, health and safety, and equality. It examines the role of regulatory bodies, evaluates the impact of health, safety, and security principles, and analyzes legislation related to equality and consumer protection. The report also explores ethical dilemmas faced by the industry and assesses the Corporate Social Responsibility (CSR) policy of Thomas Cook. The legal and regulatory framework discussed includes the Strategic Rail Authority, Health and Safety Executive, Health and Safety Commission, and Air Travel Operators Licensing, along with court structures. Transport laws, such as the Carriage of Passengers by Road Act and the Warsaw Convention, are also analyzed. The report concludes with an assessment of ethical challenges and CSR practices within the industry.

Legislation and Ethics in
Travel and Tourism Sector

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Explain the legal and regulatory framework of the travel and tourism sector......................3
1.2 Discuss surface, sea and air transport law in relation to the carriage of passengers within
the legal and regulatory framework............................................................................................5
TASK 2............................................................................................................................................6
2.1 Evaluate the impacts of the principles of health, safety and security legislation on the
travel and tourism sector.............................................................................................................6
2.2 Analyse legislation that relates to equality............................................................................7
TASK 3............................................................................................................................................8
3.1 Explain contract legislation in relation to travel and tourism customers..............................8
3.2 Explain consumer protection legislation in relation to travel and tourism customers..........9
TASK 4..........................................................................................................................................10
4.1 Analyse ethical dilemmas faced by the travel and tourism sector......................................10
4.2 Analyse the Corporate Social Responsibility (CSR) policy of a specified travel and
tourism business........................................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Legislation play an essential role in managing and maintaining business and its
operations in greater context. In travel and tourism industry, the legal framework is need to
manage in proper manner as avoid disputes and conflicts. The appropriate handling and
controlling such operations and action plan which is taken into consideration by company to
functions appropriately. It will assist company that can carry out the businesses which are
associated to travel and tourism sector. The report is based on Thomas cook which is British
global travel organisation that is listed in London Stock Exchange. The main purpose of this
report is to understand legal and regulatory framework which is followed in the English legal
system in accurate classification of law ad court system (Becker, 2016). The law regulating
travel and tourism industry will be evaluated and the main role of regulatory bodies are work will
be analysed. Along with this, evaluate the impacts of principles of health, safety and security
legislation measures in the project. The ethical dilemmas and CSR of corporate will be assessed.
TASK 1
1.1 Explain the legal and regulatory framework of the travel and tourism sector
The legal and regulatory framework of travel and tourism industry is falls under the
English legal system which has been taken into consideration by an organisation. The English
legal system consist with various hierarchical structure which directly affects on business
operations and its activities in effective manner. This framework mainly looking towards proper
management of all legal laws and regulations regarding travel and tourism industry. Apart from
this, this can be seen different legislation that can be followed and developed.
Strategic Rail Authority (SRA) – It was non departmental public body in the United
kingdom that is established under the Transport Act 2000 which provides accurate direction to
the railway sector (Belias and et. al., 2019). The main motive of this authority is to provide
proper deliver of British railways. Thomas cook can used this authority for maintaining and
managing the railway system which attract large number of people towards getting advantages of
company.
Health and Safety Executive (HSE) – It is the United kingdom agency which is liable
for the encouragement, rules and regulations of workplace health, safety and welfare and
research into occupational risk in the Great Britain. An organisation acts in the public interest

which reduces the work related death and serious injury in all over the world. Thomas cook is
responsible for maintaining and managing its company environment along with health, safety
and security. In this, the Care Quality Commission has been liable for undertaken some of the
regulatory work that are currently established by HSE or local authorities.
Health and safety Commission (HSC) – This was a United Kingdom non departmental
public body. The HSC was developed and created by Health and safety at work Act 1974 which
is established on 31th July, 1974. This commission consist with chairman and between six and
nine people (Gibson, 2016). This will assist and encourage person which concerned with matters
relevant to the operational objectives. The main function of this commission is to make
arrangement and provide training and information for appropriate work. As per the HSC,
Thomas cook agency required to maintain and manage their health or safety measures which
protect the employees from any harm or danger.
Air Travel Operators Licensing (ATOL) – This was established in united kingdom Civil
Aviation Authority (CAA) scheme which provide financial protection to people who have
purchased packaging vacations and flights from members of tour operator. Thomas cook agency
required to provide air flight tickets to their visitors and additional services in proper manner.
Different structure:
Magistrate court – This is used in variety of system of government and laws that refers to
a civilian officer who manage and administer the law. The Magistrate court was responsible for
management in specific geographical areas. In current time, this court is a legal officer who
perceive cases in the lower level court and it is mainly deal with more minor or preliminary
matters.
Country court – This is the court which is based on jurisdiction that cover more than one
countries which are administrative departments within the nation and not to be confused with the
medieval system of country court. It is held by High Sheriff of each nation (Guttentag, 2015).
High court – It define to the superior assembly of the country or state. In some nations, it
is consider as highest court and it is positioned as lower in the hierarchy of courts. An individual
who are preside as the judge in such court that is called as High Court judge.
Supreme court – It is the highest court in the hierarchy of courts in various legal
jurisdictions. The other description for such courts involves court of last resort, apex court and
highest court of appeal.

Constitutional court – It is the high court which mainly deal with primarily with
constitutional law. The main authority of this court is to rule on whether the law are challenged
are in fact unconstitutional whether they are handling conflicts with legally constituted rules,
regulations, freedom among other things.
1.2 Discuss surface, sea and air transport law in relation to the carriage of passengers within the
legal and regulatory framework
In travel and tourism sector, different models of transportation are taken into
consideration which directly impact on their position and implementation of operations in proper
manner (Hall, Gossling and Scott, 2015). There are various laws and regulations related with
them which assist travel and tourism sector in carry out business operations and functions in
effective way. Some of the major laws and regulations which are taken into consideration that
are described as under: Carriage of passengers by Road Act 1974 – It is the law which guide and demonstrate
the needs of set appropriate action plan and code of conduct that needed to be followed at
the time of travelling by the transport. Air and road Act of 1979 and Warsaw convention of 1929 – As per this law, tourist who
are carrier during the journey are meant to providing safety and security from ant sort of
harm or damages. The carrier is responsible for rendering safety guards against some sort
of physical, economic and mental damage to their passengers which cause at the time of
loading and unloading the baggage and de-boarding of visitors. Therefore, they are
responsible for liable for getting this advantages only when they boarded the
transportation.
 Domestic Carriage Order of 1987 – This law has been executed and meant to be follow
in managing and handling the carriage travel and safety on the domestic level in the local
transportation (Johnston and et. al., 2016).
The regulatory bodies which work in this specific field that are required to manage and
maintain the business operations and action plan of the organisation in better manner. They will
see with the help of effective planning of their tours and transportation facilities according to the
laws and regulations. It can assist in providing appropriate quality based services to their
passengers and other board members on the transportation. Apart from this, safety measures are

taken help to the company in order to improve the quality of facilities and policies are
incorporated for the employees benefits.
TASK 2
2.1 Evaluate the impacts of the principles of health, safety and security legislation on the travel
and tourism sector
The legislations prepared for health, safety and security of employees has a deep impact
on the performance and behaviour of employees and customers and thus it is required to be
followed by them properly so that effective results can be achieved by them. Thomas cook is
also catering to large no. of customers so it is necessary for them to render effective safety,
security and health measures and services for their customers (Koburtay, Syed and Haloub,
2018). Organisation is also obligated to follow various laws and regulations as this will help
them in conducting their operations. Some of the major health, safety and security obligations
that taken in consideration are as follows:
 Noise management: It is required that the management of Thomas Cook has to check
that proper measures are being taken by them in order to decrease the noise pollution so
that it does not provide harm to the environment and does not impact the safety and
security of customers.
 Prevention of theft and other violence: This can be considered as one of the most
crucial rule which is required to be followed by company because it is the responsibility
to make sure that none of their customer has to face theft of any other kind of violence. If
this happens that it will have impact on the brand image of company (Labonté and et. al.,
2018).
 Prevention from hot liquids, surfaces and steam: It is necessary for Thomas Cook to
implement this rule in their organisation because then only they will be able to protect
their customers. They have to make sure that none of their customers are exposed to hot
liquid, steam and sauna without their prior approval. If they want it then only it will be
provided to them.

It is required that all these measures are required to be undertaken by the company
compulsorily so that the customers are happy and satisfied by the services given to them by the
organisation.
2.2 Analyse legislation that relates to equality
Thomas cook & son is the hospitality and financial related services company its
headquartered is in UK (Lopes and Almeida, 2016). It provides a broad range of services
comprised of foreign exchange,respite holidays ,insurance ,visa &passports and e-commerce
also. Thomas cook owner of the company is pioneered in establishing the tourism business and
made wide tourism in worldwide.
An introduction about equality:
Equality is behaving with people in same way that the results for everyone should be the
same. Equality is in the form of respect,facilities ,rights and opportunities to the same. To
behave in equal manner and protect the rights of the common people flow to the time many laws
and acts are formulated by the constitution. Thomas cook provides and promotes the diversity of
the people with the help of management and strong code of conducts. Organisation behaves
fairly in terms of individual characteristics and the organisation do not bear any malpractices and
discrimination in prospect of colour, race, citizenship etc. Organisation compensates the
consumers in case of any misfortune who avail the services of Thomas cook.
The Equality laws: The equality act attributes persistently and bluntly non discrimination
across the many sectors of life like accommodation,banking insurance ,hospitality, education,
public spaces and every sphere of the life.
Sex Discrimination: Thomas cook granted equal opportunities to all its employees and
they are judged by their skills, talent and versatility of the work behaviour. As per the experience
and understanding of the working pattern of the candidate they pay according to these certain
measures (Mani, Gunasekaran and Delgado, 2018).
Race Discrimination: Thomas Cook is a multinational company and it hires employees
from the worldwide and provide equal opportunities to all caste, creed employees. The only
criteria is the required abilities to work efficiently. It focuses on the abilities from different
backgrounds so that innovation should be acquired.
Employment Protection Act: The employment protection act comprised to protect the
self interest of the employees so that they can contribute in success of the organisation and feel

safe and secure, in that law the issues that included are the privacy of the employees , fair
compensation and wage rates and free from discrimination , the organisation Thomas cook
protects the rights of employees and become a multinational brand name.
Disability Discrimination act: The disability discrimination act describes the employee
who are suffered from any mental and physical disability that is transitory or minor the
organisation have the responsibility to protect the rights of that disable employee by providing a
economical accommodation to employee and also protects people from discrimination situated
on kingship with a person who disables. Thomas cook have to protect the rights of enfeeble
employee (Mutalib and et. al., 2016).
The Employment Act: The act stated that it is the duty of federal government to arrange
all its plans and policies,works and wealth to prosper and encourage the fair competition among
the enterprises under which they provide the healthy milieu to human resource and for which the
Thomas cook makes a deep research to know the perspective of the employees as well as the
market.
The Human Right Act: In human right act includes the liberty to express views and
ideas, protect oneself from any danger, liberty to adopt any religion, right to protect from
inhuman activities, freedom to live respectable life, freedom to free trial all are the human rights
of every human being to live gaiety and Thomas cook secure the human rights of the employees
and give the golden moments to express the ideas and views to prosper.
TASK 3
3.1 Explain contract legislation in relation to travel and tourism customers
There are various laws and acts which are taken into consideration while providing
proper and effective contracts that are described as under: Contracts for supply and goods – It is an agreement in which seller promise to supply all
particular goods and services that are required by buyers in given time period at
reasonable price (Ram, 2018). Thomas cook are make contract with their suppliers for
delivering appropriate goods and services to the visitors as per their choice. Contracts for provision of services – This is an agreement which arise between two
person or businesses where one agrees to provide particular facilities to the other
individual. A service contract should be in writing and oral agreement formulated a part

of such evidence will be reduced to writing. Thomas cook has delivering the appropriate
services and facilities to their travellers who come for seeing the beauty of places. Unfair Contract Terms Act 1977 – It is the main duty and responsibility which regulated
and operated the company to have liability in breaching of contracts, its negligence and
other breaches of obligation by means of agreement term. For instance, a travel and
tourism company describing and placing unfair issues and demand in their contract.
 Unfair Terms in Consumer Contracts Regulation, 1999 – According to this law, a
contract will be deemed unfair and case it cause important disturbance in relation of
traders and consumer position (Tolkach, 2018). For example, trader unilaterally define
the quality and elements of products and services which offer to the customers. Thomas
cook act as unfairly in the terms of maintaining and managing visitors requirements and
needs as per the regulations.
3.2 Explain consumer protection legislation in relation to travel and tourism customers
Consumer protection legislation consist with legal duties and obligation which mainly
deals with false claims that are taken into consideration in travel and tourism sector. It involves
accurate management of business operations and action plans with vacations, travel
accommodation and prices which are placed in the agreement. If Thomas cook develop false and
misleading statements to their clients so they are legally obliged to pay accurate compensation to
their customers effectively.
There are various consumer protection legislation in relation to the travel and tourism
customers that are described as follows:
Trade Description Act 1968 – It is an Act of the Parliament of the United Kingdom
which protects manufacturers, retailers and service industry that provides from deceptive
consumers as what they are spending in their money. This legal law empower the governance to
penalise the firm and an individual who develop false claims regarding goods and services which
are offer to their customers (Verhey, Baum and Hai, 2016). Thomas cook ensure about their
trading products and services that offer to the visitors and also keep records
Consumer Protection Act 1987 – It is an Act of the Parliament of the United Kingdom
which develop more changes to the consumer legal law. It is the legal standard which can be
used to safeguard the customers and clients of an organisation against the false claims which
made by travel and tourism sector. This involves effective code of conduct which inbound the

firm in order to provide accurate information regarding services or facilities that are related to
accommodation, food and transportation offer by them.
TASK 4
4.1 Analyse ethical dilemmas faced by the travel and tourism sector
Health, safety and security: Thomas cook encourages the culture values and the
diversity of the people through strong management and effectively supporting with the health
safety and security of an employee and customer. The attainment are of great vertical extent in
the world and many developing countries. Ensure both hoteliers and suppliers unite with the
local and national safety standards. Transportation and accommodation safety has always been
the integral or important part of travel and tourism industry. Thomas cook balanced these
services and generally take them as granted in European Resorts as well as more exotic overseas
destination.
Data Collection: Various polices are layout on the basic of data collection as they
understand the consequences of the personal data and protect securely. As personal data are use
full for the purpose of making reservation, issuing tickets, obtaining ancillary
services ,facilitating immigration, handing customer relationship ,managing bookings and travel
experience etc. Thomas cook ensure that personal details of an employee or customer is treated
securely in accordance with the safety measure (Verhey, Baum and Hai, 2016).
Duty of care and vicarious liability: Legal responsibility of Thomas cook are imposed
and determined, applicable by law under and the carrier's condition of the carrier. Obligation are
ensure for the well being of others. Thomas cook exempt no financial limit to the amount of
liability arises accidentally on board of aircraft or in course of embarking or disembarking. As
liabilities are assigned with the former of company or his agent act to perform in the course of
action. Even the former are liable to unlawful actions such as harassment or discrimination
during board.
Implication of legislations:
Health and safety: Legislation of health and safety is applicable to professional or with
any other occupation to understand the underlying causes of destruction or to minimise the
causes of failure. Thomas cook ensure themself in continuous improvement of safety measure to

consist both the employees and customer. Generally, the role is to assist in preventing hazards on
board and promote to maintain health and safety to the employees and customer.
Data protection: Data protection legislation is applicable all over the world for the
protection of the personal data provided by the employees or customers. These legislation is
significantly aimed to control the immense potential for misuse of the information that arises at
the time when data is store in the computers of the former. Thomas cook ensure that personal
details of an employee or customer is treated securely in accordance with the safety measure. So
that it does not lead to any misuse of the personal information of their employee and customer.
Duty of care and vicarious liability: Legal obligation is imposed with the former of the
company to provide or to anticipate intense care and responsibility to the employee and
customer at the time of unexpected causes occurred such as illness,injury or uncertain death.
Thomas cook ensure that they are liable for the liability arises at the time on boarding of
aircraft. As these liabilities are assigned with the former of company or his agent act to perform
in the course of action.
4.2 Analyse the Corporate Social Responsibility (CSR) policy of a specified travel and tourism
business
Corporate social responsibility is a management concept whereas firm integrate the social
and environmental concerns in their business operations and its functions. CSR are usually
evaluated as being way through which an organisation reaching with balancing economic,
environmental and social imperatives while addressing the expectation of shareholders and
stakeholders. The concept of CSR is underpin by the idea which association can no longer act as
separated economic venture operating in board society.
Role of Corporate Social Responsibility:
Corporate Social Responsibility is defined as the ethics of an organisation's activities and
how this will operated or regulated in that way which is viable over the long term. This is also
described as the business sustainability. It has became one of the standard business practices in
the current time period.
Sustainability – It consist with skilled and qualified experts which specialised in project
who are mainly focus on transforming companies and public institutions for sustainability
purpose. This will provide support in scope of particular sustainability areas such as social,

economic impact, environment management, social and stakeholders engagement. Thomas cook
used CSR is to maintain the sustainability which help them in reaching with desired level.
Accountability – CSR promotes vision and mission of the business accountability to the
wider range of stakeholders, in any case of shareholders and capitalists. This will help in
improving business operations and functions in better manner. Thomas cook use CSR for
measuring the accountability of the firm whether they are capable for investing capital or not.
The Corporate Social Responsibility will involves the socio ethical measures which can
be adopted and followed by business ventures. Thomas cook operating their holiday homes in
the Caribbean island which required to be followed some rules and regulations which will assist
in improving reputation and ethics within the company in order to fulfilling their part towards the
society. There are various measures which are related to CSR of the corporate that can be
followed by describing company are as under:
 Providing the appropriate and legal share of profit to the local people in return of their
facilities and resources which are given to the corporation (Verhey, Baum and Hai,
2016).
 Do not harm the heritage, the cultural practices and ethics of an individual and taken
accurate action or steps in order to promote and preserve them.
 Providing accurate returns of the resources which can be used by the company in the
form of providing safe drinking water, education and other social development services
and facilities.
 Another is skilled labours from local societies and communities which can be provided
with employment in the holiday homes in order to improve their bonding within an
organisation.
All the above measures associated with CSR of the corporate at Thomas cook that will
assist corporation to have ethical development and build good relation within the society. Apart
from this, it will help in improving the corporate citizenship of an enterprise in the local society
of Caribbean Island.
CONCLUSION
According to the described report, it can be analysed that legislation play an essential role
in managing and maintaining business and its operations in greater context. The legal and
regulatory framework of travel and tourism industry is falls under the English legal system which