Language study tour providers - Requirements

This European Standard specifies requirements for language study tour providers, including schools, tour operators and agents.
In particular, this European Standard specifies quality service levels for classroom based face-to-face language teaching abroad, and any related services, including accommodation, leisure programme and travel services, that can make up language study programmes.

Anbieter von Sprachreisen - Anforderungen

Diese Europäische Norm legt Anforderungen an Anbieter von Sprachreisen, einschließlich Sprachschulen,
Reiseanbietern und Agenten, fest.
Insbesondere setzt diese Europäische Norm Qualitätsmaßstäbe für im Klassenraum stattfindenden direkten
Sprachunterricht im Ausland und für alle hiermit verbundenen Dienstleistungen wie Unterbringung,
Freizeitprogramm und Reisedienstleistungen, die Bestandteile von Sprachstudienprogrammen sein können.

Organisateurs de séjours ou stages linguistiques - Exigences

La présente Norme européenne précise les exigences relatives aux organisateurs de séjours ou stages
linguistiques, y compris les écoles, les agents de voyage et les agents.
Elle spécifie notamment les niveaux de qualité du service d'enseignement d'une langue fondé sur un
enseignement en face à face dispensé à l'étranger, en salle de cours, et celui de tous les services étroitement
liés, tels que l'hébergement, les loisirs et les voyages, qui peuvent s'inscrire dans le cadre d'un séjour ou
stage linguistique.

Language study tour providers - Requirements

General Information

Status
Published
Publication Date
21-Jun-2005
Current Stage
9093 - Decision to confirm - Review Enquiry
Due Date
15-Mar-2016
Completion Date
15-Sep-2017

Buy Standard

Standard
EN 14804:2005
English language
17 pages
sale 10% off
Preview
sale 10% off
Preview

e-Library read for
1 day

Standards Content (sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Language study tour providers - RequirementsAnbieter von Sprachreisen - AnforderungenOrganisateurs de séjours ou stages linguistiques - ExigencesLanguage study tour providers - Requirements03.200.01VSORãQRLeisure and tourism in general03.180Vzgoja in izobraževanjeEducation03.080.30Storitve za potrošnikeServices for consumersICS:Ta slovenski standard je istoveten z:EN 14804:2005SIST EN 14804:2005en01-november-2005SIST EN 14804:2005SLOVENSKI

STANDARD
SIST EN 14804:2005

EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 14804June 2005ICS 03.180; 03.200English versionLanguage study tour providers - RequirementsOrganisateurs de séjours ou stages linguistiques -ExigencesAnbieter von Sprachreisen - AnforderungenThis European Standard was approved by CEN on 19 May 2005.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36

B-1050 Brussels© 2005 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14804:2005: ESIST EN 14804:2005

EN 14804:2005 (E) 2 Contents Page Foreword..........................................................................................................................................................3 Introduction......................................................................................................................................................4 1 Scope...................................................................................................................................................5 2 Terms and definitions.........................................................................................................................5 3 Information provision.........................................................................................................................6 3.1 General................................................................................................................................................6 3.2 Pre-booking information....................................................................................................................6 3.2.1 General pre-booking information.......................................................................................................6 3.2.2 Care of minors.....................................................................................................................................7 3.2.3 Legal documentation and information..............................................................................................7 3.2.4 Declaration of special requirements..................................................................................................7 3.2.5 Accommodation..................................................................................................................................7 3.2.6 Course details.....................................................................................................................................8 3.3 Pre-departure information..................................................................................................................8 3.4 On-arrival information........................................................................................................................9 4 Service provision................................................................................................................................9 4.1 Management and staff........................................................................................................................9 4.2 Tuition..................................................................................................................................................9 4.2.1 Curriculum...........................................................................................................................................9 4.2.2 Teaching..............................................................................................................................................9 4.2.3 Premises............................................................................................................................................10 4.2.4 Teaching staff....................................................................................................................................10 4.3 Accommodation................................................................................................................................11 4.3.1 Assistance for minors......................................................................................................................11 4.3.2 General requirements.......................................................................................................................11 4.3.3 Homestay accommodation...............................................................................................................12 4.3.4 Residential accommodation.............................................................................................................14 4.3.5 Self catering apartments provided by the LSP...............................................................................14 4.4 Leisure...............................................................................................................................................14 4.5 Welfare (including care of minors)..................................................................................................14 4.6 Group leaders....................................................................................................................................15 4.6.1 General requirements for group leaders.........................................................................................15 4.6.2 Additional requirements for group leaders supervising groups of minors..................................15 4.7 Monitoring of client and/or participant satisfaction.......................................................................16 4.7.1 General..............................................................................................................................................16 4.7.2 Initial feedback..................................................................................................................................16 4.7.3 On-going feedback............................................................................................................................16 4.7.4 Final questionnaire...........................................................................................................................16 4.7.5 Management of complaints..............................................................................................................17 4.8 Liability insurance.............................................................................................................................17

SIST EN 14804:2005

EN 14804:2005 (E) 3 Foreword This document (EN 14804:2005) has been prepared by Technical Committee CEN/TC 329 “Tourism services”, the secretariat of which is held by DIN. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by December 2005, and conflicting national standards shall be withdrawn at the latest by December 2005. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. SIST EN 14804:2005

EN 14804:2005 (E) 4 Introduction This European Standard is intended to be used by language study tour providers and certification bodies for conformity assessment activities to assist clients to make an informed choice of language study tour programmes, and to increase the likelihood of expectations being met and of satisfaction being enhanced. Language study tour providers will also benefit from better informed clients. SIST EN 14804:2005

EN 14804:2005 (E) 5 1 Scope This European Standard specifies requirements for language study tour providers, including schools, tour operators and agents. In particular, this European Standard specifies quality service levels for classroom based face-to-face language teaching abroad, and any related services, including accommodation, leisure programme and travel services, that can make up language study programmes. 2 Terms and definitions For the purpose of this European Standard, the following terms and definitions apply. 2.1 Accommodation 2.1.1 home stay accommodation within a private home with meal plan, as contracted, for participants on a language study programme 2.1.2 residential stay accommodation within premises such as college, campus, residence, with meal plan, as contracted, for participants on a language study programme 2.1.3 stay in other types of accommodation accommodation within premises such as hotel, apartment, flat, studios, with meal plan, as contracted, for participants on a language study programme 2.2 language study tour provider legal entity such as a school, a tour operator or an agent which is contracted by a client to provide language study programmes, which may include other related services NOTE The LSP as the main contractor is also responsible for services provided by subcontractors. 2.3 participant person who uses the service(s) of the LSP 2.4 client person or entity who contracts services from the LSP 2.5 minor participant under the age of 18 2.6 group number of participants who set out together on a given programme of specifically booked arrangements SIST EN 14804:2005

EN 14804:2005 (E) 6 2.7 group leader person assigned to assist and supervise a group (e. g. in the case of minors) during specified contracted services 2.8 senior group leader person responsible for coordinating and managing the tasks of the group leaders 2.9 meal plan arrangement as contracted for food for the participant during his/her stay 2.10 price amount which the client has to pay for all the services included in the contract 2.11 course series of structured learning activities specifically arranged to develop the participant's competence in the target language 2.12 leisure programme series of leisure activities specifically arranged as contracted for the participants 2.13 classroom room where face-to-face language teaching takes place 3 Information provision 3.1 General All information shall be provided in a manner which is clear, transparent, true, legible and readable, taking into account the special needs of the potential participants and clients in question. For each of the services offered the pre-booking information shall be in written form. 3.2 Pre-booking information 3.2.1 General pre-booking information The following general pre-booking information shall be provided: a) name and contact details of the LSP; b) travel dates, destination, and the means, characteristics and categories of transport used; c) statement that customs can vary from country to country or from host to host; d) contract price and what is covered by it and an indication of additional optional costs; e) criteria used for the selection of teachers (including qualifications, experience and competence in the target language) and whether any of the teachers will be from the participants’ home country; SIST EN 14804:2005

EN 14804:2005 (E) 7 f) criteria used for the selection of group leaders; g) statement that information is available on request about which languages are spoken (in case of need) at the course venue by the LSP staff; h) either the monetary amount or the percentage of the price which is to be paid as a deposit and the timetable for payment of the balance; i) in the case of cancellation by the participant or provider, charges and/or conditions governing the refund of fees paid in advance; j) conditions under which a participant may be asked to leave the course, the financial arrangements in such a case, and procedures for repatriation where appropriate, particularly with regard to minors. 3.2.2 Care of minors The following pre-booking information regarding care of minors shall be provided: a) whether or not

and in what manner the travel is accompanied; b) ratio of group leaders to minors during travel; c) policy regarding supervision of minors (e. g. the minimum supervision ratio). 3.2.3 Legal documentation and information The following information shall be provided: a) general passport, visa and health requirements; b) terms and conditions of booking and whether insolvency is covered; c) client and participant satisfaction and complaint procedure; d) information about insurance options available to the participant and an outline of the LSP's insurance cover, with further information available on request. 3.2.4 Declaration of special requirements The LSP shall ensure at the time of the booking that a form is supplied stipulating signature by the participant or by the legal representative of a minor to the LSP and requiring the listing of any healthcare or medication needed by the participant, any dietary restraints, allergies affecting the participant or any other medical condition (mental and physical disabilities) that may affect acceptance on and participation in the program. 3.2.5 Accommodation The following pre-booking information regarding accommodation shall be provided: a) type of accommodation, shared or single occupancy, the location, the availability of telephone, the availability or otherwise of laundry facilities, the main features of the accommodation and, where appropriate, its

tourist classification under the rules of the host country concerned; b) maximum age range of minors who are sharing a bedroom; c) meal plan. SIST EN 14804:2005

EN 14804:2005 (E) 8 3.2.6 Course details The following pre-booking information regarding course details shall be provided: a)

specification of the different language study programmes provided; b) course dates offered, the duration of language study programmes (in weeks or days), and the number of lessons per week, their timing and length (in minutes), including information about those public holidays when no teaching occurs; c) where applicable, other learning opportunities, such as multimedia centre or library d) whether groups are typically multilingual or monolingual, the maximum class size, and the age range of participants; e) minimum level of language skills required for each course and whether a course is intended for beginners; f) class placement procedures and what, if any, attendance certificates and reports are given at the end of the course; g) kind of activities included in the leisure programme, level of competence and special equipment required, and whether any medical restrictions apply; h) any optional leisure activities available, and approximate prices; i) whether a minimum number of participants is required for the course to take place and, if so, the deadline for informing the participant in the event of cancellation; j) arrangements to be made if any of the language study services previously contracted are not available upon arrival. 3.3 Pre-departure information The following information shall be provided not later than one week before the start of the journey, except where unforeseen circumstances or late enrolments prevent the provision of such information: - name, address and telephone number of the LSP or its representative at the destination; - details of the travel schedule including in-country travel/transfer arrangements; - details of the accommodation including approximate travel time to place of study; - details of arrangements for the first day at school; - relevant rules and regulations of the host country and of the LSP; - details of the leisure activities contracted; - contact name and emergency number to be used during the stay and the time during which that number is available; -

practical information and advice about living in the host country and about its culture. NOTE Late enrolments occur within six weeks or less prior to the commencement of the course. SIST EN 14804:2005

EN 14804:2005 (E) 9 3.4
...

Questions, Comments and Discussion

Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.