The Macao SAR Government Consumer Council has established a Code of Practice for travel agencies qualifying for the Certified Shop logo. Those offering outbound package tour services to consumers are required to follow eleven requirements of the Code, which provides a wider range of protection of the rights of consumers joining tours, departing and travelling to their destination. The Code protects consumers in many areas and ensures that Certified Shops provide the promised quality service.

Code established to reflect consumption trends

According to the latest figures, half a million Macao residents used the services of travel agencies in 2016, thus the Council established a Code of Practice for travel agencies entitled to the Certified Shop logo to reflect this growing trend.

The Code was established based upon common procedure for travel agencies organizing outbound package tours, typical disputes arising in recent years, and consultations with the Travel Industry Council of Macau, Association of Macao Tourist Agents, Macau Travel Agency Association, Association of Federation of the Industry and Commerce of Macau Tourism and Macau Association of Retailers & Tourism Services.

The Code, now effective, is included in the annual assessment of all Certified Shops as one of the assessment criteria, with points deducted from a Certified Shop that does not adhere to the Code, meaning their entitlement to the Certified Shop logo may be lost.

Prices and details of services to be listed

Eleven requirements are listed in the Code, including non-misleading advertising, a clear and easy-to-read contract between the agency and consumer, detailed listing of all fees in MOP (such as fuel charges and visa fees, etc.), arrangement details of the package tour (such as flight time, travel class), hotel and room details, etc.

All other activities incurring consumer expense must also be listed in the advertising as well as trip guidelines, and vehicles for travel to the destination and used during the visit; in addition, the travel agencies should have measures and guidelines prepared in the event that an itinerary is amended or cancelled.

The Council is concerned about the privacy of consumers, thus it is listed in the Code that all Certified Shops should take appropriate measures to protect this.

The Code of Practice for the travel industry (outbound travel service) is available in Chinese, Portuguese, and English, with leaflets available in the Council's public reception areas. Its electronic format has been uploaded to the Council's website (www.consumer.gov.mo).