National foreword

This British Standard is the UK implementation of ISO 14785:2024. It supersedes BS ISO 14785:2014, which is withdrawn.

The UK participation in its preparation was entrusted to Technical Committee SVS/2, Tourism services.

A list of organizations represented on this committee can be obtained on request to its committee manager.

Contractual and legal considerations

This publication has been prepared in good faith, however no representation, warranty, assurance or undertaking (express or implied) is or will be made, and no responsibility or liability is or will be accepted by BSI in relation to the adequacy, accuracy, completeness or reasonableness of this publication. All and any such responsibility and liability is expressly disclaimed to the full extent permitted by the law.

This publication is provided as is, and is to be used at the recipient’s own risk.

The recipient is advised to consider seeking professional guidance with respect to its use of this publication.

This publication is not intended to constitute a contract. Users are responsible for its correct application.

Compliance with a British Standard cannot confer immunity from legal obligations.

This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 November 2024.

Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of ISO document should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

ISO draws attention to the possibility that the implementation of this document may involve the use of (a) patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a) patent(s) which may be required to implement this document. However, implementers are cautioned that this may not represent the latest information, which may be obtained from the patent database available at www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.

Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISO's adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html.

This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.

This second edition cancels and replaces the first edition (ISO 14785:2014), which has been technically revised.

The main changes are as follows:

the document has been updated to include requirements and recommendations for online tourist information services;
new services which have emerged from the development of digital technologies have been added;
the annexes have been restructured, completed and become normative.

Any feedback or questions on this document should be directed to the user’s national standards body. A complete listing of these bodies can be found at www.iso.org/members.html.

Introduction

Tourist information offices (TIOs) are physical facilities where information services are provided to tourists. TIOs are governed by management organizations, in coordination with stakeholders, who are responsible for defining and implementing tourist information services and the promotion strategy of the destination.

The first edition of this document described requirements for onsite facilities and services. Due to rapid technological and internet advancements, management organizations have started to present tourism information both onsite and online. It was therefore necessary to update this document with requirements and definitions concerning online tourist information services. It was also necessary to highlight the important value of the human side of services provided onsite, which offers a differential value to tourist information services.

This second edition of ISO 14785 defines the service scope, service content and service quality of TIOs in order to offer management organizations with updated and comprehensive tool covering all information services offered both onsite and online. This document is intended to help to improve the competitiveness of TIOs and to enable them to better respond to the new needs and challenges brought by the continuous development of the tourism industry.

1 Scope

This document provides minimum quality requirements and recommendations for onsite tourist information services located at the destination, online tourist information services or both. This document is applicable for management organizations responsible for tourism information services at the destination.

2 Normative references

3 Terms and definitions

4 Information services

4.1 Information and promotion channels

4.2 Information provision

4.3 Service languages

5 Destination promotion

6 Service requirements

6.1 General requirements

6.2 Commercial activities

6.3 Statistics and analysis

7 Staff

7.1 General requirements

7.2 Training

8 Infrastructures

8.1 General requirements

8.2 Online infrastructure

8.3 Onsite facilities

8.4 Maintenance and cleaning

9 Suggestions and complaints management

Bibliography

BS ISO 14785:2024

Tourism and related services. Tourist information services. Requirements and recommendations

Current

Published:

30 Nov 2024