ISO 14785:2024
(Main)Tourism and related services —Tourist information services — Requirements and recommendations
Tourism and related services —Tourist information services — Requirements and recommendations
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.
Tourisme et services connexes — Services d'information touristique — Exigences et recommandations
General Information
Relations
Standards Content (Sample)
International
Standard
ISO 14785
Second edition
Tourism and related services —
2024-11
Tourist information services
— Requirements and
recommendations
Tourisme et services connexes — Services d'information
touristique — Exigences et recommandations
Reference number
© ISO 2024
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ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Information services . 2
4.1 Information and promotion channels .2
4.2 Information provision .2
4.3 Service languages .4
5 Destination promotion . 4
6 Service requirements . 4
6.1 General requirements .4
6.2 Commercial activities .5
6.3 Statistics and analysis .5
7 Staff . 6
7.1 General requirements .6
7.2 Training .7
8 Infrastructures . 7
8.1 General requirements .7
8.2 Online infrastructure .8
8.3 Onsite facilities .8
8.4 Maintenance and cleaning .9
9 Suggestions and complaints management . 9
Annex A (normative) Best practices on sustainability . 10
Annex B (normative) Accessibility .13
Bibliography .15
iii
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,
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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).
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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)
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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.
iv
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.
v
International Standard ISO 14785:2024(en)
Tourism and related services — Tourist information services
— Requirements and recommendations
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
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
tourist information office
TIO
physical facility where tourist information services (3.2) are provided either onsite or online with the aim of
meeting and improving the tourists' (3.7) expectations once they are at the destination
3.2
tourist information service
TIS
activities carried out by a management organization (3.4) at the destination aimed at promoting its tourist
offer and providing information
Note 1 to entry: Tourist information services can be offered on physical facilities (tourist information offices) or online.
3.3
stakeholder
individual, group, organization or authority involved in the TIS (3.2) value chain
Note 1 to entry: Stakeholders can be grouped into the following major categories:
— national or regional public administrations [including national tourism administrations (NTAs), national or
regional tourism promotion boards, destination management organizations (DMOs), municipalities, public
entities in charge of infrastructure polices, development and legislative or regulatory frameworks, organizations
or professionals working in the field of cultural heritage management and protection];
— travel and tourism industry stakeholders [investors in destinations and tourism industry, travel and tourism
businesses, especially small and medium enterprises (SMEs) across the tourism sector: transportation,
accommodation, tour operators and travel agencies, transport manufacturers, hospitality and catering, other
tourism providers and trade associations];
— enterprises and organizations from the support sectors: for example, companies entrusted with the execution of
construction works within destinations, architects, developers and promoters of support tools and services for
people with specific access requirements, and companies or professionals operating in the area of information and
communication technology (ICT);
— end users (i.e. tourists and the local population with or without specific access requirements).
[SOURCE: ISO 21902:2021, 3.16, modified — “tourism destinations” was removed.]
3.4
TIS management organization
organization responsible for defining and implementing the tourist information services (3.2) and the
promotion strategy of the destination
3.5
accessibility
provision of conditions that enable products, systems, services, environments and facilities to be used
everywhere by people from a population with the widest range of user needs, characteristics and capabilities,
with safety, comfort and autonomy
[SOURCE: ISO 21902:2021, 3.1, modified — Note 1 to entry was removed.]
3.6
accessible tourism
form of tourism that involves a collaborative process with stakeholders that enables people with
access requirements including mo
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