The main customer rights issues when travelling in their destination countries are getting involved in an accident and accessibility for customers with disabilities. Travellers face a risk of accident and injury when using transport in their destination countries. Car or bus drivers’ working conditions have a direct impact on customer safety. Overworked or stressed drivers, who have inadequate rest times or are under pressure due to tight schedules, may have an elevated risk of causing accidents or injuries. Furthermore, poor quality of vehicles or bad maintenance can also increase the risk of accidents. According to the World Health Organisation, road traffic crashes take the lives of nearly 1.3 million people every year, and injure 20–50 million more. Transport companies should provide customers with the necessary safety instructions and have adequate and well-maintained safety material in place (e.g. first aid kits, life vests when travelling on boats, etc.). Accessibility for all customers is another main issue for transport companies. People with disabilities may not receive sufficient assistance to reach and board vehicles or boats. Houseboats: IndiaAccessible destination: GoaAccessible Travel: Barriers at trains and railway stationsPreviousNext PreviousHouseboats: IndiaAccessible destination: GoaAccessible Travel: Barriers at trains and railway stationsNext Houseboats: IndiaLack of customer safety on houseboatsIn its Human Rights Impact Assessment in India, Kuoni found a lack of customer safety on many houseboats. The stakeholders consulted in the HRIA mentioned an increasing number of accidents with houseboats, as customers, at times, received inadequate safety instructions or life vests were not accessible. Improving drivers’ working conditions, including providing adequate rest periods and appropriate and regular safety training, was identified as an important factor for minimizing the risk of accidents and ensuring customer safety.LinksKuoni (2014): Human Rights Impact Assessment IndiaAccessible destination: GoaGoa to be an accessible tourist destinationEnable Travel, an Indian travel company specialized in accessible holidays, announced that it would be partnering with Ezy Mov, India’s first wheelchair taxi service in Goa, with the aim to make Goa a fully accessible tourism destination. The two tour operators address people with different mobility issues, including elderly travellers. The services will also be available for the local population.LinksTimes of India (2018): Travel company makes Goa accessible to people with mobil…Accessible Travel: Barriers at trains and railway stationsWrong side of the tracks: trains and railway stations After planes, trains are the second most popular method of travel. The most common barriers at railway stations include poor signage at stations, issues with digital panels and screens in and on trains, communication problems between stations and the need for consistency of standards (e.g. meaning of "wheelchair-accessible") across the system. Other problems include the absence of non-visual alternatives for vending machines, physical accessibility barriers, lack of means to contact staff and issues with public address systems. Moreover, there are problems reported with locating meeting points for assistance. LinksAmadeus IT Group (2017): Voyage of discovery. Working towards inclusive and acc…PreviousNext Take actionPolicy and process Integrate clauses on customer safety and drivers' working hours/rest period in contracts with transportation providers (cf. Roundtable Human Rights in Tourism (2015): Recommendations for implementation of labor and social standards for driving personnel in the tourism sector) Integrate clauses on accessibility for customers with disabilities in contracts with transportation service providers. Supplier assessment Assess the working hours/rest periods of drivers in destinations. Assess the accessibility of transportation services offered for people with disabilities. Training and capacity building Train procurement staff on the issue of drivers' working conditions and how it can be addressed. Provide training to transportation providers on customer safety. Conduct specific trainings on the needs of people with disabilities when travelling (e.g. for procurement and sales staff, for transportation providers etc.) 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
Take actionPolicy and process Integrate clauses on customer safety and drivers' working hours/rest period in contracts with transportation providers (cf. Roundtable Human Rights in Tourism (2015): Recommendations for implementation of labor and social standards for driving personnel in the tourism sector) Integrate clauses on accessibility for customers with disabilities in contracts with transportation service providers. Supplier assessment Assess the working hours/rest periods of drivers in destinations. Assess the accessibility of transportation services offered for people with disabilities. Training and capacity building Train procurement staff on the issue of drivers' working conditions and how it can be addressed. Provide training to transportation providers on customer safety. Conduct specific trainings on the needs of people with disabilities when travelling (e.g. for procurement and sales staff, for transportation providers etc.) 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