Code of Practice...
Safety Management, Procedures & Processes
The health and safety of our clients is the main priority and principle responsibility at Touring Sport.
Touring Sport is committed to ensuring that all precautions are taken and that all regulations are complied with as far as reasonably possible to provide our clients with the highest safety standards.
Our code of practice document is a summary of the procedures and practices we have in place as a company. We continually update and improve upon the services we offer and the information provided for each destination.
Our details are intended to relate to government issued documents and comply with The Package Travel, Package Holidays and Package Tours Regulations 1992 as set out by the UK government.
Brief Description
Touring Sport as part of the Eton Travel Group is an independent company specialising in the arrangement of sporting, study and leisure tours for clubs, schools and business. With over 40 years experience in the travel industry, Touring Sport offer a wealth of expertise and knowledge of worldwide destinations and sporting venues.
Touring Sport is a trading name of Eton Travel Agency Limited.
Items covered in this section
1. Code of conduct
Definitions of responsibilities.
2. Accommodation & Risk Assessment
Accommodation & risk assessment.
Ratings.
Suitability.
3. Travel
Coach safety.
Public transport.
Eurotunnel & ferry crossings.
Airlines.
Rail.
Emergency assistance.
4. Health & Safety
Child protection policy.
Response.
Accident & emergency procedure.
Crisis management.
5. Travel Regulations & Financial Protection
ABTA The Travel Association.
ATOL Protection.
IATA.
Travel regulations.
Public Liability.
Professional Indemnity.
6. Company Ethics & Confidentiality
Data protection.
Intellectual property & moral rights.
Professional conduct.
Equality & discrimination.
Service level.
Issues and complaints.
Investors in people.
Responsible tourism.
Terms & conditions.
1. Code of Conduct.
Definitions of responsibilities.
It is important for us to maintain such systems and procedures:-
• To establish clearly the standards we and our suppliers meet, both financial and human resource, to implement our safety policy.
• To ensure that our products and services (in relation to accommodation, travel and activities) comply, where applicable with the current local/national regulations, standards and laws of each respective country.
• To provide our staff with training in respect of safety, customer service and knowledge of the destinations we offer.
• To follow best practice and provide clear and concise information on all our publications, including our website, brochures and advertising material.
• To regularly review and update all policies as and when appropriate.
• To provide our clients with comprehensive information for each specific locations we offer.
2. Accommodation & Risk Assessment.
For each hotel, hostel and holiday centre, contracted, Touring Sport will ensure that it conforms to local and national fire safety, hygiene and health and safety standards.
• Touring Sport will endeavor to obtain a copy of the current health and safety, fire and hygiene certificates.
In destinations where hotel audits are not applicable, or have not been carried out Touring Sport will:-
• Carry out a risk assessment of the accommodation and activities supplied.
• Endeavor to obtain details of licenses and insurance from local providers.
• Inform group leaders of all risks involved.
Our standard audit will be carried out by a Touring Sport staff member, an agent on behalf of Touring Sport or where an audit is not possible a detail self-declaration report will be obtained from the accommodation.
Along with fire, hygiene and health and safety audits, checks are also made on security, the surrounding area and the suitability of the location for any respective group.
All aspects will be assessed and scored on a level of 0 – 3 (See below)
A copy of the risk assessment is available upon request.
Additionally:-
• All records of checks are maintained and updated regularly.
• Visits to accommodation are made every two years with interim updates and reports requested.
• Feed back forms for clients returning from tours are available and the comments may be passed on to our suppliers to help improve standards where necessary.
Ratings.
A risk assessment rating will be issued for each accommodation on the basis below.
• Level 3 Conforms to all local and national requirements and has certificates in place.
Excellent level of safety standard.
• Level 2 Conforms to all local and national requirements and has certificates in place. Adequate level of safety standard.
• Level 1 Conforms to all local and national requirements and has certificates in place. However when checked safety practices need to be improved. Accommodation to be notified.
• Level 0 Conforms to all local and national requirements and has certificates in place, however serious concerns regarding safety practices. Accommodation to be notified. We would not recommend until changes have been made and re inspected.
Suitability
Suitability of a venue is rated on a 1 – 5 scale and takes into consideration the age of your group, location, facilities available and service level required. You will be informed in discussions prior to booking the suitable of each location.
5 Excellent, 4 Good, 3 Average, 2 Below average, 1 Not recommended.
A full description for each location is available upon request.
3. Travel
Coach Safety.
Touring Sport or our appointed agents will hire coaches from well established and reputable companies. Touring Sport will endeavor to hire coaches who belong to recognised industry bodies such as the Confederation of Passenger Transport, Guild of British Coach Operators or are Coach Marque Accredited Operators.
• Our audits ensure that;
• Coach companies have an operating license
• Coaches are regularly maintained and records kept
• That drivers have been CRB checked by the Criminal Records Bureau (UK)
• Have contingency plans in place in case of breakdown
• Have the correct licenses for tours abroad
• Where possible executive coaches are made available for all our tours
• Drivers accommodation where possible will be located at a different hotel to that of your group
Coach seat belts.
Individual seat belts are fitted to all the coaches we use for tours commencing in the UK. The regulations regarding the compulsory fitting of seat belts to coaches is at present a UK law. Where possible when hiring a foreign coach we stipulate that seat belts are to be fitted, although this can not be guaranteed.
Coach breakdown.
In the event of mechanical breakdown our priority is always the safety of our clients.
The coach companies we hire have agreements in place with oversees repair services in case of breakdown. Where the problem can not be fixed then an alternative vehicle will be supplied. Please note that the replacement vehicle will not have been audited by us and if oversees may not be fitted with seat belts.
Sub contracting.
As part of our coach hire agreement we do not sub contract to other coach companies.
Safety briefing.
On departure all our drivers will give a safety briefing with regard to safety on board, indicating emergency exits and what to do in case of an emergency.
Coach company request by a client.
If you require a specific coach company, which is one that we would not normally use for a tour, provided they conform to our standards and can provide us with the documentation required we would be happy to hire them.
Overseas coach travel.
Touring Sport will only hire overseas coaches from established, reliable companies who are recommended by our agents and who conform to the local and national regulations in their respective country. Where possible they will be subject to the same standards we apply when hiring a UK coach. Please note that in some countries it is not a legal requirement to have seat belts fitted or for drivers to be CRB Checked.
Public Transport.
Public transport is regulated by the appropriate authority in each country.
With regard to Airline, Ferry, Rail, Eurotunnel and Eurostar services, because of their technical nature and the fact that they are governed by set safety standards of the countries they operate in, it is not possible for Touring Sport to audit.
However we do liaise closely with all our suppliers and continually monitor and update information provided by them.
A comprehensive safety policy guide for each mode of transport is included in each clients individual tour information pack.
Eurotunnel & Ferry Crossings.
The cross channel operators we work with comply with independently set safety standards, which because of their technical nature, it is not possible for us to audit. However a copy of each companies safety policy is included within each clients individual tour pack.
Airlines.
The airlines we work with comply with independently set safety standards, therefore it is not possible for us to audit. However a copy of each airlines safety policy is included within each clients individual tour pack.
All our flight bookings are financially protected through our ATOL license issued by the Civil Aviation Authority.
Rail travel including Eurostar.
Rail Transport complies with independently set safety standards of the countries through which the train travels. It is therefore not possible for Touring Sport to audit. However a copy of each companies safety policy is included within each clients individual tour pack.
Emergency assistance.
Touring Sport provide 24 Hour emergency assistance whist your team is on tour.
Up to date information provided on delays & strikes.
4. Health & Safety
Child protection policy & CRB checks.
• All Touring Sport representatives accompanying tours from the UK are CRB checked by the Criminal Records Bureau.
• All coach drivers accompanying tours from the UK are CRB checked, through their respective companies.
CRB checks for companies and individuals working with children and vulnerable adults in the UK are now becoming compulsory. However the laws in other countries vary. Where possible we always work with companies and suppliers who make regular checks on their employees.
Please note that when working with foreign suppliers CRB checks are not always possible.
Responding to an alleged or suspected incident of abuse.
If a tour leader, parent or anyone connected with the tour suspects that an incident of abuse has taken place or if a child/vulnerable adult discloses that they have been abused, then the tour leader should inform their Touring Sport representative at the earliest opportunity along with the notifying manager of the person suspected.
• An accurate written record of the facts reported should be made and details of any witnesses taken.
• Touring Sport will take advice from the NSPCC and if appropriate the police.
• Information should be kept confidential.
• If the child/vulnerable person remains in danger then they should be placed in a position of security and safety, until the appropriate authorities are contacted.
Accident & emergency procedures
In the event of an accident or emergency we have the following procedures in place.
• 24 hour emergency contact with our office.
• Contact details of the nearest A & E hospital given prior to or at your destination.
• At your destination, details of local Doctors, Dentists and Pharmacies.
Crisis management in event of a major incident or emergency.
In the event of a major emergency we have the following procedures in place.
• A full emergency contingency plan in place.
• Dedicated staff to man emergency call centre.
• 24 hour dedicated emergency phone line.
• Contact with UK and oversees Embassy’s.
5. Travel Regulations & Financial Protection
ABTA.
For your financial protection all our tours are fully bonded through our membership of The Travel Association, ABTA (No: 27465). ABTA and its members assist you to get the most from your tour. Under the terms of our ABTA membership we are obliged to maintain a high standard of service to you as set out by ABTA’s code of conduct.
ATOL.
Our ATOL licence (No:2824) issued by the Civil Aviation Authority protects you financially with regard to your flight bookings.
IATA.
Further more we are members of IATA (International Air Transport Association).
Travel Regulations.
All our tours comply with The Package Travel, Package Holidays and Package Tours Regulations 1992 as set out by the UK government.
Public Liability.
5m public liability.
Details of these are available on request.
Professional indemnity.
1m professional indemnity insurance.
Details of these are available on request.
6. Company Ethics & Confidentiality
We are committed to maintaining the highest degree of integrity in all our dealings with potential, current and past clients, both in terms of normal commercial confidentiality, and the protection of all personal information received in the course of providing the business services concerned. We extend the same standards to all our customers, suppliers and associates.
Data Protection.
In order to carry out our day to day business we hold information and contact details of our clients, purely for correspondence purposes. Our data base is securely held and will not be used for any other reason or sold to a third party.
Intellectual property and moral rights.
We retain the moral rights in, and ownership of, all intellectual property that we create unless agreed otherwise in advance with our clients. In return we respect the moral and intellectual copyright vested in our clients' intellectual property.
Professional conduct.
We conduct all of our activities professionally and with integrity. We take great care to be completely objective in our judgement and any recommendations that we give, so that issues are never influenced by anything other than the best and proper interests of our clients.
Equality and discrimination.
We always strive to be fair and objective in our advice and actions, and we are never influenced in our decisions, actions or recommendations by issues of gender, race, creed, colour, age or personal disability.
Service Level.
As a member of ABTA we follow their strict Code of Conduct procedure. This means that you'll receive a high standard of service, fair terms of trading, and clear and accurate information on issues such as passports and visas, health requirements, and details of any alterations to your holiday. In the event of things going wrong, the Code of Conduct ensures as members we respond to any issue or complaint within strict time limits.
Issue & Complaints
Please see below our procedures and time frames for dealing with any issues or complaints you may have.
Step 1.
If you have an issue whilst on tour, please bring this to our attention as soon as possible by way of contacting our representative and or the manager of the organisation you have an issue with. This will give us the opportunity to resolve the issue quickly and to your satisfaction. If the matter can not be resolved whilst you are away, then in the first instance please put your complaint in writing to us and we will endevour to resolve the issue on your return. If you have an issue prior to your departure then please write to us, following step 2 below:-
Step 2.
On receipt of you letter we will acknowledge and forward a full response within 28 days. This we trust will settle the matter in a way that’s acceptable to us both.
Step 3.
If you are not satisfied with our reply then please write to us again and will again respond within 28 days of receipt of your letter.
Step 4.
If, you feel then feel that we have reached deadlock, or if we haven’t replied within 28 days, you can send your complaint to ABTA where they may offer you an arbitration service. Full details of ABTA can be found online at www.abta.com
Investors in People
Our Investors in People Award is further testament to our companies commitment to improve performance and realise objectives through the management and development of our people.
Responsible tourism
As members of AITO we recognise that in carrying out our work as a Tour Operator we have a responsibility to respect other people's places and ways of life. We acknowledge that wherever a Tour Operator does business or sends clients it has a potential to do both good and harm. All tourism potentially has an Environmental, Social and Economic impact on the destination involved. We accept, therefore, that we as Tour Operators should aim to be responsible in all our dealings on each of these three levels. To help us to do so we have proposed a set of guidelines intended to help companies, customers and local suppliers recognise their common responsibilities to:-
• Protect the Environment – its flora, fauna and landscapes.
• Respect local cultures – traditions, religions and built heritage.
• Benefit local communities – both economically and socially.
• Conserve natural resources – from office to destination.
• Minimise pollution – through noise, waste disposal and congestion.
• Brochures and literature which are compiled and meet FSC guidelines.
Terms & Conditions.
Our terms and conditions are supplied with every booking. A copy is also available upon request.
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