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.