CODE OF ETHICS

1. Relations with the public

a) It is the duty of all KATA members to provide the highest standard of travel services to the public. They
should endeavor to eliminate any practices which could be damaging to the public or to the dignity and integrity of the travel agency profession.
b) It is the duty of all KATA members to keep themselves informed on all aspects of domestic and international travel, in order to give clients truly professional travel advice and to secure for them the best possible travel services and accommodation.
c) KATA members must maintain a properly equipped booking office with qualified and experienced staff.
d) KATA members shall consider every transaction with a client to be strictly confidential unless the client
specifically authorises disclosure.
e) The public must always be made aware of the services provided in an inclusive quotation.
f) KATA members should use advertising materials to acquaint the public of the advantages to be gained
through the use of a KATA appointed agent. Every effort shall be made to inform the public that the KATA insignia is a hallmark of dependable travel service. Membership of KATA should be included on official stationery and in any newspaper advertisement; the KATA insignia should also be displayed on windows of all members’ premises.
g) Members of KATA should avoid misleading statements and doubtful superlatives in their dealings with the public and also in their advertising.
h) In the event of a dispute between a client and members of KATA, every effort should be made to settle the matter amicably and as quickly as possible.

2. Relations with carriers and other principals

a) KATA members shall, at all times, give full service to the principals they represent in accordance with their contractual undertakings and follow the best traditions of salesmanship and fair dealing. Members should adhere to all valid rules and regulations of carriers, and adopt the policy of fair and impartial representation.
b) Members shall make themselves conversant with conference agreements and with tariff rules and regulations of the
principals they represent.
c) KATA members shall not offer or accept irregular inducements in order to obtain for themselves or their principals any preferential consideration.
d) KATA members shall accept or release all offers of accommodation as quickly as possible and always within the
stipulated period.
e) KATA members shall adhere to the standards of truth and common decency when called upon to express opinions of a
carrier, hotel, tour operator or any other travel organisation.
f) Members of KATA shall settle all principals’ accounts promptly and within the specified period of payment becoming
due.
g) KATA members shall bring to the attention of the public any booking conditions laid down by hotels and lodges including any cancellation and ‘no-show’ charges.

3. Relations with wholesale tour operators

a) KATA members, in dealing with tour operators, shall confirm to the same principles as those set out in clause 2.
a) KATA members shall bring to the attention of their clients when the initial booking is made, the ‘Condition of
Booking’ as laid down by the tour operator, paying special attention to possible charges made in the event of cancellations, due date
of balance of payment and all other relevant information.
b) KATA members shall ensure that any balance of payment is received by the tour operator at due date.
c) KATA members shall ensure that their clients are fully documented prior to departure and that proper attention has
been given to visa and health requirements.

4. Relations with fellow KATA members and other travel agents

a) A member of KATA should not seek unfair advantage over his fellow travel agents and should be prepared to share
with them the lessons of his experience and study.
b) A KATA member should so conduct his business as to avoid controversies with his fellow travel agents. In the event of a controversy between KATA members, such controversy should be submitted to the Executive Committee for arbitration before resort is had to litigation.
c) A KATA member should not disparage the business practices of a competitor, nor volunteer an opinion of a competitor’s transaction. If his opinion is sought, it should be rendered with strict professional integrity and courtesy.
d) KATA members shall not wilfully interfere with or induce the cancellation of a sale made by another travel agent.
d) KATA members shall not imitate, simulate or copy any name, design, mark or logo used by another member without
specific permission.
f) In the event of a KATA member being charged with an alleged unethical practice, he should willingly place all pertinent information before KATA’s Executive Committee.
g) KATA members are not justified in violating any provision of this Code on the grounds that some other travel agent may be doing so.