Kenya Association Of Local
Tour Operators

Home

About us

About Kenya

Attractions

Members

Contact us

visa info

Code of conduct

K.A.L.T.O brings together some of the most experienced tour operators in Kenya . These operators have a vast first hand knowledge of Kenya 's tourist circuits and are able to put together up to date information on various areas of interest ranging from Kenyan cultures, wildlife, lifestyles and other special interests. They form a reliable information portal for tourists to Kenya.

K.A.L.T.O members are able and experienced enough to deal and handle any safari request. All requests are handled with professionalism by the individual tour operators and K.A.L.T.O keeps watch to ensure that the highest standards are maintained to guarantee:

• Client's satisfaction
• Protection of Kenya's Heritage and Cultures
• Protection Of the Environment

K.A.L.T.O ensures that responsible marketing strategies are employed by all members taking care to ensure that members provide precise information to their clients. This information must be presented in a clearly and readily understandable format leaving no room for misunderstanding.

K.A.L.T.O emphasizes on honesty on the part of its members and provides for the punishments of errant members as well as provide redress for parties that maybe wronged by members.

K.A.L.T.O also openly provides information concerning members to interested parties who maybe the government, other associations, companies and clients. A comprehensive and updated directory of all K.A.L.T.O members is maintained. This directory contains information on members contacts ensuring that all K.A.L.T.O members can be reached reliably at all time.

It is important that visitors to Kenya make their safari arrangements with tour operators who are registered members of an association such as K.A.L.T.O as it ensures that the operator is authentic and where necessary redress can be easily availed.

K.A.L.T.O's code of conduct is designed to govern members conduct between themselves, between their clients and other parties relevant to tour operations

Through the code, K.A.L.T.O ensures that all parties' interests are protected, government's policies through the ministry of tourism and wildlife are carried out and uniform standards are employed in tours operations.

By signing the code of conduct, members bind themselves to its content and vow to operate with its constant reference.

The code of conduct is vetted by the ministry of tourism and wildlife and K.A.L.T.O makes recommendations to the Ministry to ensure that members who flaunt the code are denied licenses to operate.

Owing to global dynamism in technology, business practices and lifestyles, the code must not be regarded as exhaustive or final. K.A.L.T.O will constantly review and update the code to accommodate changing trends.

Conduct Between Members and Clients;

Members shall ensure that information given to their clients is correct to the best of their knowledge and will be responsible for any losses and inconveniences that maybe suffered by their clients as a result of misleading information. Correct and clearly understandable information must be provided regarding:-

• Prices.
• Itineraries.
• Conditions of bookings.
• Action in cases of contract breach clearly stating the extend of members liability.

In cases where a member alters programs originally agreed upon, the client must be informed immediately and negotiations must be entered into to reach a mutually agreeable solution concerning the same. Should such alterations translate into a reduction in the cost of the overall program, then the member must ensure that the necessary refunds are made to the client.

Should any event make such as unrest or any other hazard make it reasonably impossible for the member to carry out programs already agreed upon and paid for, this information shall be communicated to the client immediately. Alternative programs of comparable standard and value to the cancelled ones shall be offered. Where necessary a full refund shall be given. Justifiable reductions for expenses incurred can be made.

All members shall include in their correspondence their booking conditions stating clearly the costs the client is likely to incur in the events of cancellation. They must also state when such cancellation fees take effect.

Clients complaints must be handled with utmost urgency and every effort must be made to make sure an amicable solution. In dealing with such complaints, a member shall exercise high standards of honesty and integrity. Where necessary K.A.L.T.O shall step into provide direction.

Clients' confidentiality shall be maintained by the members.

Conduct between Members and other organizations in the tour operations industry .

• Members will exercise good judgment and honesty in dealing with other operators and will meet their contractual obligations.
• Members will pay for services offered to them within the stipulated time as they fall due.
• Members will not engage in practices that deny other members rightful business such as holding rooms against unconfirmed bookings for longer than is necessary.
• All the members' dealings must be within legal boundaries. No member can allow himself to be involved in illegal activities such as money laundering, drugs trafficking, trafficking of humans, prostitution or child sex.
• When required to give reference concerning other parties members must do so without bias or vengeance. Their statement must be in good faith.
• Amicable means of solving differences that may arise in the normal course of business shall be sought, giving room for full investigations and avoiding drawing unnecessary publicity into the differences.

Conduct of members and conduct in-between members.

• All members must hold all the relevant tour operations licenses and must ensure the same where necessary are renewed as and when they expire.
• Members, or their employees and agents, shall not engage in practices that contravene the policies and regulations of tourism regulating bodies such as the K.W.S, the Ministry of tourism or various government regulatory organs. The rule of law must be adhered to in all practices.
• Members shall ensure that their vehicles are fully insured, road worthy and hold other safety road requirements. In the event of sub leasing, members shall only sublease from agents whose vehicles meet the same standards.
• In the spirit of supporting one another members are encouraged as far as reasonably possible to sub contract only with other members. This ensures that in all contracts, the code is upheld.
• There will be no undercutting among members on matters of prices. The K.A.L.T.O recommended prices on all programs shall be used by all members to ensure uniformity in members' practices.
• No member will solicit other member's clients. Where clients have expressed intention to cease one member's patronage in favor of another, these shall be discussed openly between the affected members both holding the clients wishes paramount. Where necessary, K.A.L.T.O's intervention shall be sought.
• No member shall misrepresent another in an effort to either malign or to encroach into another member's market or business territory. Likewise members will not attempt to fraudulently deny other members the right to do business through contractual agreements that are non inclusive.
• Members shall not be used by non members or other unlicensed operators to avoid their legal obligations.

Rights, responsibilities and liabilities of members.

Members can not be held responsible or liable for injuries which might be received by their clients in their vehicle. It is taken for granted that all members' vehicles will meet all the legal requirements before they can carry any passengers thereby absolving them of any liabilities.

Any claims made by clients which might bear a legal liability against a member shall be presented and governed by the Laws of the republic of Kenya and subsequent claims shall be subject to the jurisdiction of the courts of the republic of Kenya .

Members shall encourage their clients to hold relevant travel insurances while on safari.

In instances of breach of contract, a member's liability shall be limited to the extent of the breach and according to the conditions of the contract.The member shall be liable to compensate the clients for any losses occasioned by the breach.

Members shall be responsible for their employees and agents and any contracts entered into by their employees and or agents on their behalf shall be binding to the members.

Members are mere agents in the provision of services and will not be liable to the clients for matters relating to flight delays, accommodation, weather etc

Infringement

K.A.L.T.O requires all members to not only be self regulating in accordance to the code but also to regulate other members. Any malpractices noted must be reported to K.A.L.T.O with complete evidence to facilitate a course of action.

Where the code has been infringed K.A.L.T.O will commission a full investigation with the infringing member getting a chance explain their actions in person or in writing.

The K.A.L.T.O investigating committee shall present their findings and evidence to the K.A.L.T.O board which shall decide on a disciplinary action.

Miscellaneous

Members shall make effort to familiarize themselves and their staff to changing trends in technology and business practices.

Members shall use the K.A.L.T.O logo in their publications, marketing materials and in branding their vehicles to clearly identify themselves with K.A.L.T.O.

Enforcement of the code

The reviewing and the enforcement of the K.A.L.T.O code of contact shall be vested upon the K.A.L.T.O standards committee which is elected by members during the AGM. This committee shall act as advisor the K.A.L.T.O board.

All the activities of this committee will be directed by the K.A.L.T.O board.

Specialists in....
safaris and
excursions in
Kenya and Tanzania
Hotels,lodges and
Flights bookings
secretsofafrica Member-KALTO

A directory of
hotels and lodges
in Kenya.
Book online
Visit
Kenyahotelsandlodges
Member-KALTO