Matta Code of Ethics

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MALAYSIAN ASSOCIATION OF
TOUR AND TRAVEL AGENTS
(MATTA)

CODE OF ETHICS

FOR

MEMBERS

Wisma MATTA, No 11, Jalan 1/76, Desa Pandan, 55100 Kuala Lumpur Tel : (03) 92876881 Fax : (03) 92876880
E-mail : admin@matta.org.my Website : http://www.matta.org.my

Updated by
MATTA Secretariat
12 April 2006

MATTA
Code of Ethics for Members

CONTENTS

PART I

PRELIMINARY

1. The MATTA Code of Ethics
1.1What it means to members
1.2What it means to customers and consumers

2. Provision in the Constitution of MATTA
3. Abbreviation
4. Interpretation

PART II

GENERAL CODE OF ETHICS

5.General Code of Ethics
5.1Principles of Professional Ethical Conduct
5.2Responsibilities of Members
5.3Infringement and Enforcement
5.4Appeal

PART III

TRAVEL AGENTS’ CODE OF BUSINESS PRACTICE

6.Travel Agents’ Code of Business Practice
6.1 Conduct between Travel Agents and Members of the Public 6.2 Conduct between Tour Operators and Travel Agents
6.3 Travel Agents Acting as Tour Operators

PART IV

TOUR OPERATORS’ CODE OF BUSINESS PRACTICE

7.Tour Operators’ Code of Business Practice
7.1 Tour Booking Conditions
7.2Tour Operators’ Liability
7.3Cancellation of Package Tour for Reasons Beyond the Control of Tour Operators 7.4Material Alterations to Package Tours for Reasons Beyond the Control of Tour Operators 7.5Cancellation and Alterations

7.6Definition of “Reasons Beyond the Control”
7.7Conduct between Tour Operators and Travel Agents
7.8Direct Selling by Tour Operators

PART V

GROUND OPERATORS’ CODE OF BUSINESS PRACTICE

8.Ground Operators’ Code of Business Practice
8.1.Tour Booking Conditions
2. Ground Operators’ Contracts
3. Ground Operators’ Liability
4. Material Alterations to Ground Services for Reasons Beyond the Control of Ground Operators 5. Definition of “Reasons Beyond the Control”

|[pic] CODE OF ETHICS |

PART 1
PRELIMINARY

1.The MATTA Code of Ethics :
1.1What It Means to Our Members
_______________________________________________________________________

Ethical values in the travel and tourism industry are global requirements. They are the foundation of responsible business and other practices of travel agents, tour and others in the industry.

It is our responsibility to provide tourists, travellers as well as our partners in the travel and tourism industry with reliable information on the journey, the tour, the hospitality arrangements and the conditions of contract in a clear, understandable and unambiguous manner.

Our code of ethics calls on all members to model their conduct on the principles embodied in this Code of Ethics of MATTA and to implement them in good faith in accordance with the provisions contained herein.

This Code is, by no means, an exhaustive compilation of rules which will anticipate every contingency and cover every aspect of our business dealings and practices. It is important that members look beyond the words contained in the Code of Ethics and embrace the practice and spirit of proper business behaviour. While providing guidance to members in ensuring good business practice, it will act as a reminder of the universal values founded on the principles of integrity, competence and devotion to service in the industry.

Other values, such as the protection of the environment, the preservation of culture, the share of mutual benefits with the local communities and guarantee of fundamental rights of employees should also require the attention of members.

This Code will assist the industry to achieve high standards of professionalism, enhance and uphold the dignity of the profession and enable the...
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