Members of the association of Uganda tour operators (AUTO) pledge to conduct their business activities in a manner that promotes the ideal of integrity and agree to act in accordance with the following principles of the code of ethics.

Complaints arising under this code should be filed in writing with the Secretary of AUTO, P.O.Box 9034, Kampala Uganda.

Aims

To ensure that the public receive the most professional service from Members.

To maintain and enhance the reputation and standing of the Association and its membership.

To abide by Ugandan official legislation and statutory requirements as they relate to the travel industry

Responsibilities of all members

Accuracy.

Members will be factual and accurate when providing information pertaining to their services and the services of any firm they represent. They will not use deceptive practices.

Disclosure.

Members shall provide in writing, upon written request, complete details of costs, restrictions, and other pertinent terms and conditions of any service sold, including cancellation and service fee policies, before accepting payment. Full details of the time, place, duration and nature of any sales or promotional presentation the customer will be required to attend in connection with their travel arrangements shall be disclosed in writing before any payment is accepted.

Notice.

Members operating services will promptly advise the agent or client who reserved the service of any changes in itinerary, services, features or price. If substantial changes are to be made which are within the control of the service provider, the client will be allowed to cancel without penalty.

Delivery.

Members operating services will provide all components of that service as stated in their brochure or letter of offer, or provide alternative services of equal or greater value, or provide appropriate compensation.

Reaction.

Members will promptly and courteously respond to their client’s complaints.

Refunds.

Members will remit any undisputed funds under their control within a specified time limit. Reasons for delay in providing funds will be given to the claimant promptly.

Co-operation.

Members will co-operate with any inquiry or investigation conducted by an approved team to resolve any dispute involving consumers or another member.

Confidences.

Members will not use improperly obtained client lists or other confidential information obtained from an employee’s former employer.

Confidentiality.

Members will treat each client transaction confidentially and not disclose any information without the permission of the client, unless required to do so under Ugandan law.

Conflict of Interest.

Members will not allow any preferred relationship with a supplier to interfere with the interests of their clients.

Compliance.

Members shall abide by the laws and regulations of Uganda and the regulations of their approved association.

Risks.

Members shall advise their clients regarding any indemnities and risks

Principals.

Members shall carry out contractual obligations entered into with principals in an honorable manner.

Members shall make themselves conversant with all relevant matters, such as tariffs and regulations, of their Principals.

Members shall adhere to booking conditions stipulated by their Principals and settle accounts promptly and as agreed upon

Conclusion

Adherence to these principles of the Association’s code of ethics signifies competence, fair dealing and high integrity. Failure to adhere to these principles may subject a member to disciplinary action as set out in the Association’s bylaws.

The associations Executive Committee’s decision in regard to a reprimand or expulsion shall be taken in terms of AUTO’s Constitution and shall be binding on the Member.