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KATO Code of Conduct
KATO Code of Conduct KATO（https://katokenya.org/author/kato/） 2021-05-03T15:29:03+00:00
KATO is an Association comprising of the leading and most experienced Tour Operators in Kenya and the best source of information which includes:
Special interest safaris
Incentive Travel group safaris
Camping Safaris
Safaris by air
Individual safaris
Indian Ocean Coast (beaches and fishing)
KATO members can accommodate any safari requests and the standard of their operations is geared to reflect members’ commitment to the achievement of their major objectives, which are:
To promote Kenya as a prime destination in all trade markets worldwide.
To ensure that a high standard of service is offered by the Kenya Travel Industry.
To uphold the business ethics of the travel profession.
All members of the Kenya Association of Tour Operators are bound by the rigid rules of their own Code of Conduct. Intending Safari visitors to Kenya are advised to arrange their holidays through one of our members whose addresses and telephone numbers are contained in the directory.
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This Code of Conduct is designed to ensure that all members of the Kenya Association of Tour Operators trade honestly which is the only ethical method of trading. The Code covers trading in its widest sense – between members of KATO, and overseas agents and Principals and between members of KATO and their clients.
Members of the Association will be required to signify their agreement to observe strictly the Ethics and Standards incorporated in the Code of Conduct and to abide by judgments reached by the Ethics and Standards Sub-Committee and the Executive Committee in any case in which the conditions of the Code of Conduct are considered to have been breached.
The conditions contained in the Code are by no means exhaustive and will be added to continually in the light of experience gained and representations from members of the Association. The Code of Conduct is approved by the Ministry of Tourism and Wildlife, who have indicated that major or continued contravention of its conditions, even by non-members of the Association, may well have a deleterious effect upon the Ministry’s decision to grant or renew a license.
Objectives
In compiling this Code of Conduct five clear objectives have been defined. These are:
To uphold the good reputation of Kenya as a tourist destination by ensuring that Kenya Tour Operators maintain the highest standards of service and value.
By endeavouring to institute a system of redress, to give agents and individual clients alike the confidence of knowing that Kenya has a mechanism designed to consider the possible redress of any wrongs which a client may have suffered.
To recommend certain standards which the relevant Government authority might consider in determining whether or not to grant or renew the license of an operator.
To provide a means for the Association’s members to seek protection or redress in any dispute either with another member or a non-member of the Association.
To endeavour to instil a spirit of unity and loyalty to each other amongst members of the Association.
Conduct Between Members And The Public/Clients
Standard of Service
Members shall maintain a high standard in serving the public and shall comply with all relevant statutory requirements.
KATO members have an obligation to provide tourists with objective and honest information on their places of destination and the conditions of travel, hospitality, and stays; they should ensure that the contractual clauses proposed to their customers are readily understandable as to the nature, price, and quality of the services they commit themselves to provide and the financial compensation payable by them in the event of a unilateral breach of contract on their part.
Advertising
No advertisement document, statement, or other publication, whether in writing or otherwise, shall contain anything which is likely to mislead the public.
Alterations to or Cancellation of Tours or Travel Arrangements by Members
When alterations are made to travel arrangements for which bookings have already been accepted, members shall inform their clients immediately they are advised of the situation by a Principal, or another travel concern and act as intermediaries between such Principals and their clients in any subsequent negotiations.
A member shall not cancel a tour or travel arrangements after the date when payment of the balance of the price becomes due unless it is necessary to do as a result of hostilities, political unrest or other circumstances amounting to a force majeure. The member shall inform agents and direct clients without delay and shall offer the choice of an alternative tour or travel arrangements, at least comparable in standard, if available. Alternatively, a prompt and full refund of all money paid less reasonable expenses shall be made.
Should a material alteration become necessary to a tour or travel arrangement for which bookings have already been made, the Member concerned shall inform clients the choice of either accepting the alteration, which must be of comparable5 standard, or of receiving a prompt and full refund of all money paid, less reasonable expenses when the alteration is due to circumstances amounting to force majeure.
Cancellation by Clients
A Member shall clearly state in his booking conditions the amount of the cancellation fees which the client shall be liable to incur, as well as the terms and conditions under which the client shall be liable to incur such fees.