ICS 03.080.30  
 
Reference number  
DRS 220: 2019  
© RSB 2019  
  
 RWANDA 
STANDARD  DRS 
220  
 
Second edition  
2019 -mm-dd 
 
Travel and t our operat ions — Code of 
practice  
   
DRS 220: 2019  
©RSB 2019 - All rights reserved                  ii 
 In order to match with technological development and to keep continuous progress in industries, 
standards are subject to periodic review. Users shall ascertain that they are in possession of the latest 
edition  
 
 
 
 
 
 
 
 
© RSB 2019  
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized 
in any form or by any means, electronic or mechanical, including photocopying and microfilm, without 
prior written permission from R SB. 
Requests for permission to reprodu ce this document should be addressed to : 
Rwanda Standards  Board  
P.O Box 7099 Kigali -Rwanda  
KK 15 Rd, 49  
Tel. +250 788303492  
Toll Free: 3250  
E-mail: info@rsb.gov.rw  
Website: www.rsb.gov.rw  
ePortal: www.portal.rsb.gov.rw   DRS 220: 2019  
iii                ©RSB 2019  - All rights reserved  
 Contents  Page 
Foreword  ................................ ................................ ................................ ................................ ............................  iv 
1 Scope  ................................ ................................ ................................ ................................ ......................  1 
2 Normative references  ................................ ................................ ................................ ............................  1 
3 Terms and definitions  ................................ ................................ ................................ ...........................  1 
4 Responsibilities of travel and tour operators and principals  ................................ ...........................  4 
5 Making the booking  ................................ ................................ ................................ ...............................  5 
6 Between booking and travel  ................................ ................................ ................................ .................  7 
7 After departure  ................................ ................................ ................................ ................................ ....... 7 
8 Communication between travel agents and clients  ................................ ................................ ...........  7 
9 General rules applicable for transactions between travel and tour operators  ...............................  8 
 DRS 220: 2019  
©RSB 2019 - All rights reserved                  iv 
 Foreword   
Rwanda Standard s are prepared  by Technical Committees and approved by R wanda Standards Board (RSB) 
Board  of Directors in  accordance with the procedures of RSB, in compliance with Annex 3 of the WTO/TBT 
agreement on the preparation, adoption and application of standards.  
The main task of technical committees is to prepare national standards.  Final Draft Rwanda S tandards 
adopted by Technical committ ees are ratifie d by me mbers of RSB Board of Director s for publication and 
gazettment as Rwanda Standards.  
DRS 220 was prepared by Technical Committee RSB/TC 033, Tourism and Hospitality . 
In the preparation of this standard, reference was made to the following standard:  
KS 2343: 2012 Code of practice for travel agen cies 
The assistance de rived from the above source is hereby acknowledged with thanks.  
This second edition  cancels and replaces the first edition (RS 220 : 2014 ), which has been technically revised.  
Committee mem bership  
The following organizations were represented on the Technical Committee on Tourism and Hospitality  
(RSB/TC 033) in the preparation of this standard.  
Rwanda Development  Board  (RDB)  
Lemigo Hotel  
Hotel D es Mille Collines  
Standards for Sustainability  (SFS)  
Tourism Chamber  
SATGURU Travel and Tours Services Ltd.  
Life Long Education Group Ltd  
Wailers Ltd  
Rwanda  Standards Board  (RSB) – Secretariat  
 DRS 220: 2019  
1                ©RSB 2019  - All rights reserved  
 Travel and tour operat ions — Code of practice   
1 Scope   
This Rwanda Standard prescribes the guidelines to ensure the quality and professionalism in the services 
provided by all travel and tour operators in Rwanda.  
This standard applies to all operators involved in the travel and tour industry in Rwanda.  
2 Normative references   
The following documents are referred to in the text in such a way that some or all of  their content constitutes 
requirements of this document.  For d ated references, only the edition  cited applies. For undated references, 
the latest edition of the referenced document (including any amendments) applies.  
RS 115, Building construction -- Design of facilities for people with disabilities -- Code of practic e. 
3 Terms and definitions   
For the purposes of this standard, the follow ing terms and definitions apply . 
3.1 
advertising  
means of promoting travel arrangements by any printed, viewable, audible or other form  
3.2 
operator  
member or other person, company or f irm when carrying on business as an agent for a principal  
3.3 
bona fide  
action undertaken in good faith  
3.4 
brochure  
communication in any printed, viewable, audible or other form which specifies the contents of travel 
arrangements offered by a member in su fficient detail to allow a client to reliably book the travel arrangements 
without obtaining additional information from the member   
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 3.5 
travel arrangements  
all services sold by or on behalf of members including, but not exclusively, transport services, acc ommodation 
services, other travel services and packages  
3.6 
force majeure  
circumstances where performance and/or prompt performance of the contract is prevented by reasons of  
unusual and unforeseeable circumstances beyond the control of the principal, the  consequences of which  
could not have been avoided even if all due care had been exercised. Such circumstances include war or  
threat of war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster,  fire or adverse 
weather co nditions  
3.7 
industrial dispute  
dispute which affects the services to be provided under a package which the principal cannot reasonably be  
expected to overcome by substituting comparable alternative arrangements other than a dispute between the  
principal and his employees  
3.8 
ethics  
set of values defining right from wrong  
3.9 
tour operator  
business that combines two or more travel services (e.g., transport, accommodation, meals, entertainment,  
sightseeing) and sell them through travel agencies or directly to final consumers as a single product (called a  
package tour) for a global price  
3.10 
travel operator  
individual who sells travel services, issues tickets and provides other travel services to the traveller at the  
retail level  
3. 11 
tour operations  DRS 220: 2019  
3                ©RSB 2019  - All rights reserved  
 any op eration  of selling two or more travel services (e.g., transport, accommodation, meals, entertainment,  
sightseeing)  through travel agencies or directly to final consumers as a single product (called a  package tour) 
for a global price  
3.12 
travel operations  
any operation of selling travel services, issues of tickets and other travel services at the retail level  
3.13 
clients  
person, company or firm acting in a personal or business capacity who is a consumer or prospective  
consumer of the travel arrangements o ffered by a member  
3.14 
package  
pre-arranged combination of at least two of the following three components when sold or offered for sale at an  
inclusive price  of that particular service  
a) transport;  
b) accommodation; and  
c) other services not ancillary to transport accommodation and forming a significant part of the package.  
3. 15 
member  
an individual or a company which is a part  of any travel and Tour agency  
3.16 
principal  
member or other person, company or firm who enters into contract with the client under whom he agrees to  
supply travel arrangements, or a member or other person company or firm who supplies  
3.17 
promotions  
activities designed to stimulate the sale or purchase of travel arrangements offered by a member by means  
other than advertising as  defined above.   
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 4 Responsibilities of travel and tour operators and principals  
Every operator involved in the tour and travel industry shall:  
a)   hold and publicly display an operating licence delivered by relevant authority ; 
b) make every effort to ensure that a ccurate information is provided that enables clients to exercise an 
informed judgement in making their choice of travel arrangements;  
c) ensure that the information provided on websites and  booking platforms are respected ; 
d) ensure that no advertising or promot ion or any other publication, whether in writing or otherwise, shall 
contain anything that is likely  to mislead the public;  
e) ensure that members shall not falsely represent a person’s affiliation with their firm;  
f) ensure that, in accordance with the requirem ents contained in RS 115  regarding design of facilities for 
people with disabilities , they:  
1) make reasonable adjustments to the way they deliver their services so that persons with 
disabilities can use them; and  
2) take reasonable steps to tackle physical features of premises that prevent, or make it 
unreasonably difficult for persons with disabilities to access their services.  
g) provide in writing, upon written request, complete details about the cost, restrictions, a nd other terms and 
conditions, of any travel service sold, including cancellation and service fee policies. Full details of the 
time, place, duration, and nature of sales or promotional presentation the consumer shall be required to 
attend in connection wi th his/her travel arrangements shall be disclosed in writing before any payment is 
accepted;  
h) promptly respond substantively to their clients’ complaints;  
i) treat every client transaction confidentially and not disclose any information without permission of the 
client, unless required by law;  
j) not allow any preferred relationship with a supplier which is likely to interfere with the interests of their 
clients;  
k) not have been convicted of a violation of any local laws and regulations affecting consumers; and  
l) be factual and accurate when providing information about their services of any firm they represent. They 
shall not use deceptive practices.  
m) maintain ex cellent service to clients  
n) ensure that they and their staff are familiar with the provisions of this code of  conduct;  DRS 220: 2019  
5                ©RSB 2019  - All rights reserved  
 o) notify relevant authority in writing of their trading names, before they start using them. For the purpose of 
this clause, trading names means a name that is not the formal legal name under which the travel and 
tour operator is registered;  
p) if the y are agents, display in a prominent position at each of their offices which is open to the public their 
licence certificate currently in force;  
q) settle all debts due without delay or within any period agreed with the creditor. A continued failure to do 
so shall constitute a prima facie evidence of an inability to meet liabilities under article 12(1) of the articles 
of association;  
r) apply for and forward to clients any applicable refund without delay. See guidance on the application of 
the code of conduct;  
s) if they are agents, supply on request to Rwanda Travel and Tour Association a telephone number where 
they may be contacted outside office hours to facilitate emergency contacts by principals;  
t) if they are principals, ensure that they obtain liability insuranc e to cover claims made by clients. They 
shall ensure that evidence that liability insurance has been obtained is supplied to Rwanda Travel and 
Tour Association within 28 days of the commencement of such insurance policy by either completing the 
Liability I nsurance Notification form or by confirmation from their insurance broker; and  
u) not make any representations about the finan cial status of any other member.  
5 Making the booking  
All travel and tour agents shall:  
a) promptly inform  the agent or client who reserve d the space of any changes in itinerary, services, features  
or price;  
b) provide all components as stated in their brochure or written confirmation, or propose alternat ive services 
of equal or greater value, or  propose  appropriate compensation;  
c) not, in excha nge for money or otherwise, provide travel agent credentials to any person as to whom there 
is no reasonable expectation that the person shall engage in a bona fide effort to sell or  manage the sale 
of travel services to general public on behalf of the mem ber through the period of validity  of such 
credentials;  
d) make every effort to ensure that the travel arrangements sold to their clients are compatible with their 
clients’ individual requirements;  
e) ensure that satisfactory booking and documentation procedures  are followed and, where appropriate, that 
such procedures are in accordance with the procedures laid down by the principal;  
f) inform clients about any arrangements that apply to their booking for the protection of their money;   
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 g) comply with relevant data protection requirements and ensure that they have in place an effective policy 
for protecting the privacy of clients, which shall be available to clients;  
h) ensure that their clients are aware of booking and other published conditio ns, including agents’ terms of 
business, applicable to their travel arrangements before any contract is made and that all clients have  
access to a set of booking conditions in written or other appropriate form;  
i) ensure that before co ntract is made, clients are informed of health requirements that are compulsory for 
the journeys to be undertaken. Members shall also advise clients travelling abroad to check  
recommended practice with their General Practitioner, practice nurse or travel health clinic;  
j) before a contract is made, advise their clients of passport, visa and other entry and transit requirements 
for journeys to be undertaken where it is reasonably practicable for the Members to obtain this  
information. In other cases, Members shall offer clie nts reasonable assistance in obtaining such  
information;  
k) ensure that all prospective clients are alerted to any building works which m ay reasonably be considered 
to seriously impair the enjoyment of travel arrangements and provide them with accurate inform ation  
about the extent of the building works;  
l) before a contract is made, draw their clients’ attention to the advisability of obtaining travel insurance;  
m) ensure that any insurance policy issued to a client is appropriate for the client’s requirements in re lation to 
the nature of travel booked and any hazardous activities that may be undertaken that are known to the  
member;  
n) ensure that clients are aware of the need to comply with the insurance company’s requirements and of 
their duty to disclose to the insur ance company all relevant information, e.g. pre -existing illness;  
o) ensure that clients are given, without delay, a document showing the effective start date of cover, the 
premium paid and the insurance company’s name, address and reference number. Principal s should  
provide full written details of cover with the confirmation invoice, or where there is insufficient time to  
issue a confirmation, provide this to clients with tickets and documentation provided at the point of  
departure;  
p)  ensure that they make pro mpt sales and other financial returns to the insurance provider as required 
under any agreement with them;  
q) ensure that their clients are aware that the receipt is an important document they shall retain as they shall 
need it if their travel arrangements ar e protected under a scheme of financial protection, and in case they  
need to make a claim; and  
r)  issue and pass on the correct receipts, confirmations, tickets, and other relevant documents relating to 
the Travel Arrangements booked as soon as reasonably pr acticable. Tickets, unless required to be sent 
out immediately, shall be with Clients a reasonable time before departure.  
Note  Requirements under clause 6 are about the booking process and they are intended to ensure that all clients 
are given the correct  information relevant to their particular booking.  DRS 220: 2019  
7                ©RSB 2019  - All rights reserved  
 6 Between booking and travel  
All principals shall:  
a) not cancel confirmed paid ticket unless it is necessary to do so as a result of force majeure;  
b) inform clients without delay about cancellation of confirmed tickets under circumstances of force majeure, 
and propose  clients with alternative travel options provided by the concerned carrier or compensations  
through the concerned carrier as per established rules and regulations;  
c)  inform their Clients without delay  when they are advised of any alterations to travel arrangements and 
travel and tour operators shall act as intermediaries between their principals and clients in any  
subsequent negotiations; and  
Note  Requirements under clause 7 deal with the conduct of t ravel and tour operators in the period before departure 
and ensures that changes in this period are correctly dealt with. The obligations are on principals but travel and tour 
operators should also be aware of their client’s rights and of their obligations  to inform clients of alterations as provided in 
7.3 of this standard.  
7 After departure  
All principals shall:  
7.1 Ensure that whatever they make significant alteration to or cancel a contract for travel arrangements 
after departure, ensure that suitable alt ernative arrangements are made at no extra cost to client.  
7.2 Ensure that with regard to packages, where it is impossible to make suitable alternative arrangements 
or where these are not accepted by clients for good reason; provide clients, where appropri ate, with 
equivalent transport back to the place of departure or to another place to which clients have agreed.  
7.3 based on terms and conditions , compensate clients.  
7.4 Provide contact details so that clients can contact them during their stay. The conta cts shall include the 
name, address and phone number of their representative in the area, or ,if there is no representative, of an 
agency on whom clients in difficulty can call, or, if there is none, a phone number or other information to 
contact the princ ipal. 
7.5  Where appropriate and subject to their reasonable discretion, provide prompt assistance to clients in  
difficulty.  
Note  The above clause 8 of this standard specifies the rules relating to changes to travel arrangements and contact  
details and assistance if something goes wrong once travel arrangements have commenced.  
8 Communication between travel agents and clients  
8.1  All agents and principals shall have rules relating to the time  scales for responding to correspondence 
as well as  dispute handling and ensure that complaints are well handled.   
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 8.2  They shall treat all transactions and communications with clients as confidential.  
8.3  They shall deal with all correspondence with clients as promptly as possible and, in any event, with in 
the following time limits:  
a) an acknowledgment shall be sent not later than 14 days  from the date of receipt of correspondence and;  
b) detailed reply, or reply containing a detailed explanation for any delay, shall be sent not later than 28 days  
from the dat e of receipt of correspondence.  
8.4  They shall make every reasonable effort to reach a speedy solution in the event of a dispute with a 
client. Members shall also deal with a client’s formally appointed representative in the same way.  
8.5  They shall make  every reasonable effort to deal with complaints of a minor and general character with 
a view to avoiding recourse to principals. When complaints are of such a nature that reference to the 
principals is necessary, they shall use their best endeavors acting  as intermediary to bring about a satisfactory 
conclusion.  
8.6 They shall allow any dispute arising out of an alleged breach of contract or negligence by them to be 
referred to arbitration arranged with the chartered Institute of Arbitrators. It shall be s ubjected to such time, 
financial and other restrictions as from time to time shall apply.  
8.7  They shall comply with the terms of the arbitration scheme referred to in 8.5 above  and in particular with  
all the relevant rules and regulations of the Chartered Institute of Arbitrators for the time being in force.  
9 General rules applicable for transactions between travel and tour operators  
9.1  The services rendered by legally registered travel and tour operators shall be the only recognized.  
9.2  Replie s to any request shall be made according to the terms and conditions . The new technologies, 
such as e -mails or faxes let us expect quasi immediate answers.  
9.3  All payments shall be made according to the terms and conditions . The new technologies, such as  e-
mails or faxes shall be handled with quasi immediate answers.  
9.4  Payments outside the country of residence of the travel and tour operators shall be effected in the 
currency agreed upon by the parties concerned. In case of exchange regulations applica ble to international 
payments, it is the responsibility of the travel and tour operator located in a country with such regulations to 
undertake all necessary steps to be able to meet the payment deadline agreed upon.  
  DRS 220: 2019  
9                ©RSB 2019  - All rights reserved  
 Bibliography  
[1]  Association of British Travel Agents, Code of Conduct, 2008  
[2] Rwanda Travel and Tours Association (RTTA)  
[3] Law relating to Protection of Disabled Persons in General, 2007  
[4] World Association of Travel Agencies.  
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