UHPA Code of Conduct

Professional and Ethical Code of conduct on the protection of users and suppliers and prevention of unfair competition

This Code is designed to regulate the activities of Members between themselves and their clients, themselves and suppliers, themselves and other Members. The aims of this Code are to ensure that the public receives the best possible service from Members, to maintain and enhance the reputation, standing and good name of the Association and its membership and to encourage initiative and enterprise in the belief that properly regulated competitive trading by and between Members will best serve the public interest and the well-being of the travel industry.

A member of UHPA is to give valid information in its brochures and other sales materials meant for potential customers (information concerning category and standards of services offered by suppliers and, when doing so, avoid descriptions that could stimulate unrealistic expectations of a potential customer). A member is in no way to influence customers to cancel their previously made arrangements with other agencies, and specially not when contract obligations from recorded arrangements are in question. A member of UHPA is not supposed to use confidential information of commercial character nor encourage customers to change the agency.

Every member of UHPA is obliged to pay its financial dues to suppliers in accordance with the signed contract obligations. Members are expected, in their business dealings with suppliers (air and other transport companies, hotels and other suppliers of tourist services), to function and run their business from the standpoint of common interest of tourist profession, and establish cooperation on the basis of business correctness. UHPA members are obliged to give truthful, correct instructions to their employees concerning all relevant conditions of cooperation with suppliers, both of technical -operational and commercial nature. In case of a complaint concerning some other suppliers made by a customer, a member of UHPA is to inform the named supplier immediately so that the supplier can deal and respond to the complainat and undertake possible steps or measures in order to improve its services.

To read more about customer protection in Croatia click here.