Retail & sales Children's rights In many destinations, tourists may be approached by children on the streets or be in contact with children when they visit tourist sights. Tourists can have negative impacts on children in various ways. Learn more Retail & sales Children's rights × In many destinations, tourists may be approached by children on the streets or be in contact with children when they visit tourist sights. Tourists can have negative impacts on children in various ways. With the aim of offering their customers special insights into the local day-to-day life and culture in the travel destinations, some tour operators may offer visits to schools, orphanages or slums. Such visits may however have negative impacts on children. Visits to schools may harm children’s educational development and interfere with their school routine. Furthermore, such visits may violate the children’s right to privacy, and the increased contact to strangers makes them more vulnerable to harassment and abuse. Tour operators should therefore refrain from offering such trips and adequately inform their customers on how to deal with children in the destinations they visit. Children often approach tourists, asking them for money or gifts, trying to sell something or offering to go with them as a guide (for money). Tourists should, however, be aware that children approaching them are generally forced to do so either out of poverty, social exclusion or because they are trapped in a trafficking situation. Moreover, the more money children make by begging or selling, the more it will lead them into a cycle of poverty and dependency. Tour operators should therefore inform their customers about how to react in such situations. Sexual exploitation of children in tourism is an issue in all world regions and does not stop at national borders. In recent years, sexual exploitation of children in travel and tourism (SECTT) and the offenders have become more diverse and are following less easily identifiable patterns. Tour operators should inform their customers on the issue of SECTT and provide information on where to report potential cases. For more information on children’s rights risks in tourism, see the other risk cards on the issue. Sexual exploitation of children: Global Child protection: Tips for travellers Child protection: Dominican Republic ECPAT’s study on the sexual exploitation of children in travel and tourism (SECTT) found an increasing risk of child sexual exploitation all over the globe. Children are at risk from traveling child sex offenders in most elements of tourism: In places like hotels, airports, tourist attractions, restaurants, bars, massage parlours and even on the streets. Offenders take advantage of poverty, social exclusion and vulnerability of the children. The report also identified new dynamics and highlights that the lines between destination, transit and source countries are blurred and the profile of offenders is diverse. Traveling child sex offenders can be domestic or regional travellers, as well as tourists, business travellers, volunteers or expats. The crime can be committed by anyone and against any child, although some children are more vulnerable than others. Links ECPAT International / Defence for Children – ECPAT Netherlands (2016): Offender… A brochure for travellers, published by the ChildSafe Movement, containing seven tips and explanations to protect children when travelling. Links ChildSafe Movement: 7 Tips for Travellers After her visit to the Dominican Republic, the United Nations Special Rapporteur on the sale and sexual exploitation of children urged the government of the Dominican Republic to send a strong signal for child protection and against the sexual exploitation of children. She particularly highlighted the potential negative impacts of increasing tourism on the exploitation of children. According to the Special Rapporteur, perpetrators often get away unpunished while the blame for sexual exploitation is put on the children’s families. Links UN OHCHR (2017): “Place child protection at the core of tourism strategy” – UN … Take actionTraining and capacity building Conduct training with retail staff on SECTT and other issues related to children’s rights. Communication and reporting Provide communication material on children’s rights to customers (e.g. 7 Tips for Travellers Brochure by ChildSafe Movement). Impact assessment Consult children and their legitimate representatives through an in-depth human rights impact assessment of potential/actual issues related to tourism in their region. Grievance mechanism Promote existing helplines to detect SECTT: On www.nicht-wegsehen.net (in German) tourists can report suspected cases and observations related to the exploitation of children. ECPAT campaign "Don't look away" to report on the sexual exploitation of children. Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionTraining and capacity building Conduct training with retail staff on SECTT and other issues related to children’s rights. Communication and reporting Provide communication material on children’s rights to customers (e.g. 7 Tips for Travellers Brochure by ChildSafe Movement). Impact assessment Consult children and their legitimate representatives through an in-depth human rights impact assessment of potential/actual issues related to tourism in their region. Grievance mechanism Promote existing helplines to detect SECTT: On www.nicht-wegsehen.net (in German) tourists can report suspected cases and observations related to the exploitation of children. ECPAT campaign "Don't look away" to report on the sexual exploitation of children. Find more information on potential measures to take on the "take action" site. Take action
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Tour operating Community impact When planning new tourist destination offers, the interests and needs of local communities are often not sufficiently taken into account by tour operators. Learn more Tour operating Community impact × When planning new tourist destination offers, the interests and needs of the local stakeholders and communities living on-site and affected by the projects are often not sufficiently taken into account by tour operators. Destination plans are often presented to local stakeholders and the local population as a fait accompli, increasing the risk of tourism having negative impacts on local communities. At worst, new destination offers are linked to illegal land acquisition and evictions, with local communities being forced to make way for new resorts, parks, sports facilities or other tourist attractions without receiving appropriate compensation or opportunities to build a new livelihood. Indigenous peoples and traditional fishing communities are particularly vulnerable as their land rights are often not secured by title deeds. Further negative impacts on communities can be the inflation of housing and goods prices, the shortage of and reduced access to water and other natural resources, the loss of agricultural land and related income opportunities, destruction or degradation of local wildlife habitats, restricted mobility, and increased waste. Poor destination planning and inadequate consultation with stakeholders can also increase the risk of economic leakage, meaning that only a fraction of the money tourists spend on holidays benefits the local communities. This is the case when most of the tourism revenue flows into international businesses (tour operators, transport, hotels), international staff and imported products (food, drinks, souvenirs). Community relocations: Sri Lanka Tourism development: Myanmar Indigenous people: India Expulsion of indigenous people: Thailand Illegal land acquisition and community relocations for tourism development in Sri Lanka After the 2004 Indian Ocean tsunami, coastal communities in Thailand, Southern India and Sri Lanka were permanently relocated inland while their traditional lands were earmarked for tourism development. Fishing communities were removed from their coastal villages and blocked from accessing the sea as hotels were built and beaches privatised, destroying livelihoods and traditional ways of life. Links Amnesty International (2013): Sri Lanka: Luxushotels auf geraubtem Grund (in Ge… Fairunterwegs (2016): Sri Lanka: Die Bevölkerung muss einbezogen werden, wenn e… Tourism Concern (2014): Displacement caused by tourism High demand for hotel and tourism infrastructure construction in Myanmar has led to rising land prices, making it unaffordable for local communities. Hotel construction is also threatening Myanmar’s heritage sites. It was alleged that permission given to build hotels in regions where cultural preservation laws apply was the result of corruption. Links Myanmar Centre for Responsible Business (2015): Myanmar Tourism Sector Wide Imp… Hotels close to indigenous people reserve in India The Indian Supreme Court has ordered that no tourism and commercial activities be allowed near the habitat of the Jarawas, the ancient aboriginal tribe of Andaman and Nicobar Islands in the Indian Ocean. The local administration appealed against the plans of an Indian hospitality group to build a hotel resort inside the 5 km buffer zone around the indigenous people reserve. Fears about the project mostly concern potential illnesses and diseases brought by tourists and hotel staff, as well as the introduction of alcohol, and the risk of exploitation. A trunk road through the reserve has already had major negative impacts on the community, and various tour operators are selling “human safaris" to the Jarawa reserve. Links Survival International: Jarawa Down to Earth (2015): Supreme Court bans Tourism in Jarawa Reserve Down to Earth (2015): Too close Thailand’s indigenous people risk losing more of their land to hotels and national parks amid an unchecked tourism boom that has marginalized them, human rights groups warned on Friday. Bangkok was the world’s most visited city for a fourth year in 2018, drawing nearly 23 million visitors, according to Mastercard. Many tourists go on to Thailand’s sandy beaches in the south and national parks in the north. As demand for land for hotels and other tourism facilities grows, authorities are targeting indigenous land, said Emilie Pradichit, director of human rights group Manushya Foundation, which this week published a report on Thai indigenous rights. “Indigenous people do not have legal recognition of their collective and individual land and resource rights, so they are often subject to forced evictions,” she said. Links Reuters (2019): Is your Thai holiday resort built on indigenous land? Take actionSector collaboration Get involved in local tourism planning initiatives, raise issues and suggest measures to reduce negative impacts of tourism related development on local communities. Impact assessment Consult local stakeholders through an in-depth human rights impact assessment of potential/actual issues related to tourism development. Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionSector collaboration Get involved in local tourism planning initiatives, raise issues and suggest measures to reduce negative impacts of tourism related development on local communities. Impact assessment Consult local stakeholders through an in-depth human rights impact assessment of potential/actual issues related to tourism development. Find more information on potential measures to take on the "take action" site. Take action
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Retail & sales Workers' rights Tour operators often outsource services such as sales or customer service, IT and accounting. People working for those outsourced service providers often have poor working conditions and low salaries. Learn more Retail & sales Workers' rights × Tour operators usually outsource services such as sales or customer service, IT and accounting. Sales or customer services are often provided by call centre agents. These outsourced services are typically paid very badly and sometimes located abroad, bearing the potential for labour rights violations. Tour operators often need to handle an unpredictable volume of calls and an extensive customer interaction through customer services calls, emails and web chats. Tourism customer queries are not confined to weekdays, office hours, or geographies. These specific demands may lead to long working hours and a high level of stress for call centre agents. Call centre employees are further at risk of low pay, little training, and constant monitoring of their actions, leading to high staff turnover. Tour operators must ensure adequate working conditions both in their own operations and their outsourced services. Working conditions in call centres The call centre industry is growing and with it exploitative working conditions. Low wages, constant monitoring, a high noise level and resulting psychological stress are widespread. In Germany, about 540,000 call centre agents serve a wide range of customers, including from major insurance companies, department stores and travel portals (see links below). The agents take up to 400 customer calls per shift. In recent years, many companies have moved their call centres to other countries, such as India or countries in Western Europe. Links The Guardian (2017): As a call centre worker I saw how employees are stripped o… Die Zeit (2017): Callcenter: Arbeiten in der Grossraumhölle (in German) Beobachter (2017): Callcenter-Agenten: Geplagte Störenfriede (in German) Take actionPolicy and process Integrate clauses on adequate working conditions in the company's Supplier Code of Conduct to be signed by outsourced service providers. Supplier assessment Conduct audits in call centres and other outsourced service providers (business partners). Impact assessment Include outsourced services in the scope when conducting a Human Rights Impact Assessment. Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionPolicy and process Integrate clauses on adequate working conditions in the company's Supplier Code of Conduct to be signed by outsourced service providers. Supplier assessment Conduct audits in call centres and other outsourced service providers (business partners). Impact assessment Include outsourced services in the scope when conducting a Human Rights Impact Assessment. Find more information on potential measures to take on the "take action" site. Take action
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Retail & sales Community impact The behaviour of tourists, who sometimes lack knowledge of and respect for local traditions, customs and religion, can have negative impacts on local communities. Learn more Retail & sales Community impact × The behaviour of tourists, who sometimes lack knowledge of and respect for local traditions, customs and religion, can have negative impacts on local communities. What might be a part of everyday life and custom in one’s home country, may be seen as offensive in another place. Issues such as how to dress appropriately, if and where to consume alcohol and drugs, how to behave in religious or sacred sites, how and where to take pictures, or how to act as a couple in public, are seen differently in different cultures. Unsensitive or offensive behaviour often occurs because visitors do not have adequate knowledge and understanding of their travel destinations. Retail and sales companies should provide customers with relevant information or encourage them to inform themselves about local habits in destination countries. For many tourists, taking pictures is an indispensable component of their holiday. It can, however, offend people in destination countries, e.g. when the photographer neglects or violates communities’ rights to privacy, takes pictures of people (especially children) without their consent, or views local traditions through the camera lens in a voyeuristic way. Retail and sales companies should sensitize their customers on how to behave appropriately when taking pictures in a destination country. Increasing tourism: Myanmar Disrespectful behaviour: Bali Climbing Uluru: Australia “The behaviour of tourists can also have negative social and cultural impacts. These may include the lack of respect for local traditions, customs and religion, including respect for religious buildings, the consumption of alcohol and drugs, and gambling practices. Tourism may also contribute to or reinforce economic inequality, which can fuel conflicts or an increase in crime. The SWIA team heard concerns that increased tourism by Myanmar nationals, coupled with income inequality, was believed to be contributing to prostitution in locations such as Yangon, Mandalay and Mawlamyine in a country where prostitution is illegal and culturally frowned upon.” Links Myanmar Centre for Responsible Business (2015): Sector Wide Impact Assessment T… Disrespectful behaviour in Bali’s Hindu temples The local authorities in Bali are planning to introduce new rules for visiting the island’s estimated 10,000 temples, after tourists were showing disrespectful behaviour at the sites, including posing for pictures in bikinis or climbing sacred temple structures. Links Lonely Planet (2018): Bali is to bring in new rules for visiting its temples The Guardian (2018): Bali to bring in new rules for visiting temples after decl… The board of the Australian national park in which Uluru is located, unanimously voted to ban climbing on the rock from October 2019. The red monolith is a sacred site for the Aboriginal people, who have for a long time asked tourists not to climb it. Already before this decision, customers were requested not to climb the mountain, but only some tour operators have informed their customers accordingly. Links BBC (2018): Australia to ban climbing on Uluru from 2019 The Guardian (2017): Uluru climb banned from October 2019 after historic vote Take actionCommunication and reporting Provide customers with information on local traditions, customs and religions. Customer information brochure by Studiosus on photographing: “Blickfang. Gedanken zum Fotografieren auf Reisen”(only in German). Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionCommunication and reporting Provide customers with information on local traditions, customs and religions. Customer information brochure by Studiosus on photographing: “Blickfang. Gedanken zum Fotografieren auf Reisen”(only in German). Find more information on potential measures to take on the "take action" site. Take action
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Retail & sales Customer rights The main customer rights issues related to retail and sales activities are data privacy and the provision of correct information on products and services offered. Learn more Retail & sales Customer rights × The main customer rights issues related to retail and sales activities are data privacy and the provision of correct information on products and services offered. Data privacy In travel and tourism, large amounts of customer data are shared, stored, and processed. Retail and sales offices need data about customers’ travel schedules, locations of stay, personal details, financial data including credit card details and sometimes health information, as well as other data. Privacy and security of stored data is therefore an important issue for tour operators’ retail and sales offices. The new EU General Data Protection Regulation, which came into force in May 2018, regulates data protection and privacy issues in the EU and the European Economic Area. As the law protects all EU citizens, it also concerns companies and institutions processing personal data in countries outside the EU. Personal data are an important source of information for tourism companies, such as when developing personal customer profiles. They therefore have a particular responsibility to protect customers’ data. The new regulation also includes an obligation to report data breaches. Correct information Retail and sales offices should make sure they provide customers with correct information about pricing, the content of the offers, standards of lodging and transport, available facilities at destination, etc. From a human rights perspective, this is particularly relevant for people with disabilities or specific needs. However, other customers should also be able to rely on information on the products they purchase. Data Protection Regulation Data breach: Thomas Cook Data breach: Orbitz The German Travel Association developed an information sheet on the new EU Data Protection Regulation (GDPR) and aspects of particular relevance for tourism companies. The British Travel Association ABTA provides information on the GDPR and how tour operators can deal with it on its website. Links Deutscher Tourismusverband e.V. (2018): Datenschutzgrundverodnung (in German on… ABTA (2018): Data protection – does technology provide all the answers? A digital security researcher managed to hack travel firm Thomas Cook’s data portal, exposing the names, email addresses and flight details of customers. The researcher blogged about its access to the data and shared the system’s vulnerabilities with the company, who afterwards fixed the loopholes. Thomas Cook has however not informed affected customers, which has raised concerns with the UK's data watchdog, the Information Commissioner's Office (ICO). Links Sky News (2018): Names and flight details exposed in Thomas Cook customer data … The management of the travel fare aggregator website Orbitz informed that customers’ full names, payment card information, dates of birth, phone numbers, email addresses, physical and billing addresses, and genders may have been leaked as part of the data breach, which occurred between October and December 2017. Approximately 880,000 payment cards were impacted as part of the incident. Links Digital Guardian (2018): Orbitz breach exposes customer data, 880’000 payment c… Take actionPolicy and process Integrate data privacy provisions in in the company policy and in the Supplier Code of Conduct to be signed by business partners. Training and capacity building Train sales staff on data privacy issues. Communication and reporting Provide communication material and / or information on accessibility of products and services to customers. Find more information on potential measures to take on the "take action" site. Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionPolicy and process Integrate data privacy provisions in in the company policy and in the Supplier Code of Conduct to be signed by business partners. Training and capacity building Train sales staff on data privacy issues. Communication and reporting Provide communication material and / or information on accessibility of products and services to customers. Find more information on potential measures to take on the "take action" site.
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Tour operating Customer rights Customer rights issues related to tour operating include accessibility to services and products, as well as access to adequate and correct information. Learn more Tour operating Customer rights × Customer rights issues related to tour operating include accessibility to services and products, as well as access to adequate and correct information. Accessibility of services For people with disabilities, as well as the elderly and families with children, travelling and travel planning can be a challenge. These people are highly dependent on correct and comprehensive information about accessibility of services, rooms, parking lots and transport infrastructure. Particular challenges for people with disabilities include unavailability of relevant information, untrained tour operators or destinations which do not provide adequate information and advice about accessibility, booking services or websites which are not geared for people with disabilities (e.g. with visual impairment), and accessibility (including accessible planning) of transport, lodging, restaurants, or tourist attractions. People with special needs are sometimes required to pay higher fees for products and services. There are various tour operators who exclusively focus on the needs and requirements of travellers with disabilities. All tour operators should, however, provide information on the accessibility of their products and services to their customers. Information Customers depend on tour operators for correct and adequate information on costs, schedules, content of the offer, security issues, and more. False information or changes in planning or offers may include overbooking, delays and cancellations, changes in pricing, room categories or locations. Further hassles for customers may be related to loss of luggage, lack of hygiene, or construction works taking place at the hotel, unavailability of booked services, etc. Tour operators should inform their customers about potential changes in the offer in a correct and timely manner. Furthermore, it is important that tour operators inform customers about where and how to place complaints and provide access to grievance mechanisms. Accessibility: Cruises Accessible Travel: Tipps and links Tourism for elderly people Consumer rights: Q+A Consumer complaints: Iceland Accessible shore excursions for guests with disabilities From January 2019, a new tour available for Mediterranean cruises of the Costa company will also allow guests with impaired mobility to take part in group shore excursions at no extra cost. The programmes have been planned with the help of 15 women with multiple sclerosis, and the accessibility of the offers have been verified by AISM, the Italian Multiple Sclerosis Association. Videos EWB Europe Without Barriers: Accessible Cruise Links European Network for Accessible Tourism (2018): Costa Cruises and AISM: Shore E… “Globally, it is estimated that there are over 1 billion persons with disabilities, as well as more than 2 billion people, such as spouses, children and caregivers of persons with disabilities, representing almost a third of the world’s population, are directly affected by disability. While this signifies a huge potential market for travel and tourism, it still remains vastly under-served due to inaccessible travel and tourism facilities and services, as well as discriminatory policies and practices.” The article by the UN Department of Economic and Social Affairs highlights the normative framework and links various resources on accessible tourism (see link below). The British Travel Association provides guidance for persons with disabilities on its website, focusing on every stage of a journey. The website also provides information on legal rights of customers with disabilities (see link below).. Links ABTA: Accessible Travel United Nations Department of Economic and Social Affairs: Promoting accessible … There is growing evidence that many of the current generation of older people are keen and frequent travellers. For the tourism industry this offers both challenges and opportunities. Challenges are related to the specific wishes and needs of elderly customers – not only do they have specific needs in case of impaired mobility, hearing or vision, but they are generally following different wishes and objectives than other travellers. Opportunities lie in the potentially higher incomes elderly people have at their disposal for travelling and tourism. Furthermore, elderly people are often willing to travel off season. By providing accessible services, facilities and offers, tour operators can not only open up a so far rather underdeveloped market for elderly travellers, but also for travellers with disabilities. Links International Transport Forum (2015): Capitalising on the Grey-haired Globetrot… The British Travel Association ABTA provides an extensive Q+A section on its website on consumer questions regarding all potential aspects of holidays, including consumer rights and how and where to place complaints. Links ABTA: Consumer rights In 2016, there has been a large increase in the number of complaints by tourists sent to the European Consumer Centre (ECC) in Iceland. In 2015, 175 complaints were processed, representing a 65 percent increase from the previous year. Causes for the increase may be the related to the increasing flow of tourists or by increased consumer awareness of the ECC network. The article highlights the example of a tourist who rented a car in Iceland and was involved in an accident. Even though he did not cause the accident and had his innocence confirmed in a police report, he was charged almost 600 Euro by the car rental for damages. After reporting the case to the ECC, the car rental issued the tourist a full refund. Links Iceland Review (2016): Consumer Complaints by Tourists on the Rise Take actionPolicy and process Integrate accessibility provisions in your own company policy and in the Supplier Code of Conduct to be signed by business partners. Communication Provide communication material and / or information on accessibility of products and services. Add accessibility-related information on products and services in existing platforms/applications such as e.g. AccessibilityGuide’s ginto guide. Training & capacity building Train staff on accessibility issues. Responsible product development Consider including offers for persons with disabilities when developing new products. Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country. Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionPolicy and process Integrate accessibility provisions in your own company policy and in the Supplier Code of Conduct to be signed by business partners. Communication Provide communication material and / or information on accessibility of products and services. Add accessibility-related information on products and services in existing platforms/applications such as e.g. AccessibilityGuide’s ginto guide. Training & capacity building Train staff on accessibility issues. Responsible product development Consider including offers for persons with disabilities when developing new products. Find more information on potential measures to take on the "take action" site. Take action
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Tour operating Women's rights Women make up a large part of the tourism labour market, and are especially likely to occupy low paid positions. Inequality in wages and career opportunities for women and men is common. Learn more Tour operating Women's rights × Women make up a large part of the tourism labour market, and are especially likely to occupy low paid positions. Inequality in wages and career opportunities for women and men is common. Challenges and risks for women in the tourism sector mostly concern low-status work, gender stereotyping and inequality in opportunities. These issues are similar across the globe – in destination countries as well as where tour operators are based. Even though women outnumber men in the global tourism labour market, representing more than half of the workforce in travel agencies and tour and accommodation services, they are significantly under-represented in senior and executive positions as well as boards of tourism businesses. Women make up a high proportion of lower-skilled and poorly paid areas of the tourism industry and are more often employed in part-time and temporary jobs than men. This segregation of women in the tourism labour market negatively impacts their ability to participate in decision making processes and be promoted. Women earn significantly less than their male counterparts in the tourism and hospitality sector at an operational level. According to EU reports, the overall average wage difference in the EU-27 in the tourism sector was around 18% in 2014. Women in tourism boards Gender mainstreaming: Iceland Wage gap: Canary Islands Sun, sand and ceilings: Women in Tourism and Hospitality boardrooms According to a survey by Equality in Tourism, which was published in 2018 and covers 53 tourism companies, women made up 23% of board members in the assessed companies. The survey is based on data made publicly available on the company websites or on relevant business communication portals. Companies include tour operators, airlines and cruise ships, hotel groups, international professional associations, and certification bodies. The report identifies several root causes for gender inequality in the tourism and hospitality sector: Preconceptions and gender bias; Dominant masculine organisational culture; Lack of commitment and determination at top management level to instigate and implement change; Lack of work/life balance; and Lack of role models in senior positions and informal promotion procedures. Links Equality in Tourism (2013): Sun, sand and ceilings: Women in tourism and hospit… The city of Reykjavík undertook a range of measures to sustain gender mainstreaming in the tourism sector, among which was an analysis of the city’s website “Better Reykjavík” from a gender perspective and the awarding of grants for culture and tourism from a gender perspective. Links City of Reykjavik (2014): Gender budgeting in the city of Reykjavik Based on a complaint by the Workers’ Commissions Union, the Canarian Superior Court of Justice annulled productivity bonuses received by staff at the Costa Adeje Gran Hotel S.L from 2012 – 2015 due to gender discrimination. The bonus received by chambermaids, an all women workforce, was significantly lower than that received by other staff categories of the same professional level, which mostly consisted of male employees. The case is highlighted in the Gender Dimensions in Tourism Work report by Alba Sud (2018). The report focuses on several cases and key issues for the gender debate in tourism, such as informal work, precarious work, criteria for the selection of the labour force, wage gap, and sexual harassment at work, and presents conclusions and recommendations on the integration of a gender approach in tourism analysis. Links Alba Sud (2018): Gender Dimensions in Tourism Work Take actionPolicy and process Include a commitment to gender equality/equal opportunities in hiring in personnel strategy and Code of Conduct. Ensure fair labour conditions and fair wages at your company, as well as the promotion of women to executive positions. Take a gender perspective in employment policies, placing emphasis on salary gaps, sexual abuse and harassment by colleagues and tourists, and fostering female workers’ participation and decision-making. Training and capacity building Institutionalize training aimed at combating and overcoming gender stereotypes in the work force. Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionPolicy and process Include a commitment to gender equality/equal opportunities in hiring in personnel strategy and Code of Conduct. Ensure fair labour conditions and fair wages at your company, as well as the promotion of women to executive positions. Take a gender perspective in employment policies, placing emphasis on salary gaps, sexual abuse and harassment by colleagues and tourists, and fostering female workers’ participation and decision-making. Training and capacity building Institutionalize training aimed at combating and overcoming gender stereotypes in the work force. Find more information on potential measures to take on the "take action" site. Take action
Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country.Analyse country-specific risks
Tour operating Workers' rights Challenges related to seasonality and heavy price pressure in tourism are often shifted on to staff, who face low wages, long working hours, and insecure working contracts. Learn more Tour operating Workers' rights × Challenges related to seasonality and heavy price pressure in tourism are often shifted on to staff, who face low wages, long working hours, and insecure working contracts. Tour operators should ensure adequate working conditions for their staff. It is especially likely that on-line and front-line staff with travel agents or tour operators will receive low salaries, leading to low levels of job loyalty and high turnover. Heavy workloads, long working hours, short-notice bookings or changes, and constant reachability via cell phone in the peak season may lead to high stress levels in tourism staff. A lack of well-functioning grievance mechanisms may decrease staff motivation and lead to poor performance, customer service, or low productivity. The seasonality of the tourism industry leads to a high rate of casual working contracts and seasonal employees or subcontractors. Social protection and health insurances are sometimes not included in these contracts. Staff recruited through agencies or subcontractors bear an even higher risk of unfair working contracts. Besides caring about their own staff, tour operators should also ensure adequate working conditions and general human rights due diligence in their supply chain (see related risk cards). Labour issues: India Black market: Iceland Underpayment: Australia In its human rights impact assessment in India, Kuoni identified various labour issues in its own operations, including its destination management office in India. It found a lack of a well-functioning grievance mechanisms, high stress levels during peak season, and some dissatisfaction with wage levels. Links Kuoni (2014): Human Rights Impact Assessment: India As tourist numbers have been rising in Iceland for the past number of years, thousands of new jobs are being created. Many of them are filled by foreign employees, especially from Eastern Europe but also by young volunteers from Western Europe. The new employees often do not know their rights in the Icelandic labour market. Working in the black market without necessary documentation and personal identification number, employees risk receiving wages below the minimum wages fixed in the Icelandic collective agreement. Foreign workers often do not know where to report unfair treatment at work. Moreover, the black market leads to unfair competition. Links Nordic Labour Jorunal (2017): Iceland: Tourism boom leads to flourishing black … Melbourne travel agency lands in court for alleged cashback schemes, underpayment and false records A Melbourne travel agency and one of its directors faced court for allegedly requiring an overseas worker to pay back more than $20,000 of her wages and for proposing to enter into a similar cashback scheme with a second worker. The company told the workers who are of foreign nationality that the arrangements were a condition for their visa support. Furthermore, the company underpaid their workers and provided misleading information to the investigating ombudsperson. Links Fairwork (2017): Melbourne travel agency lands in court for alleged cashback sc… Take actionPolicy and process Ensure that working contracts are fair and meet international labour rights standards. Conduct regular employee surveys and establish feedback mechanisms. Grievance mechanism Establish a well-functioning grievance mechanism for employees to report concerns and problems. Find more information on potential measures to take on the "take action" site. Take action Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country. Analyse country-specific risks Learn moreFind more information in the Resource Centre. Learn more Select
Take actionPolicy and process Ensure that working contracts are fair and meet international labour rights standards. Conduct regular employee surveys and establish feedback mechanisms. Grievance mechanism Establish a well-functioning grievance mechanism for employees to report concerns and problems. Find more information on potential measures to take on the "take action" site. Take action
Analyse country-specific risksLearn more about potential human rights risks when operating in a specific country. Analyse country-specific risks