Travel and Tourism Services Regulations [En]

The licensee shall: Abide by the terms of license throughout its validity period; Provide the services as per the license issued thereto; Prevent other persons from using the license; Comply with the decisions, instructions, and circulars issued by the Ministry; Allow inspectors to carry out their duties as stipulated by the Law and its Regulations, as well as cooperate with them and facilitate their work; Avoid using the Ministry’s name or logo in any promotional or marketing activity without obtaining its approval; and Respond to the Ministry on a regular basis through the representative of the travel and tourism services office. To ensure the quality of the service provided, the licensee shall abide by the following: Indicate the basic data specified in the license, as follows: a. Keep the license posted in a conspicuous place at the premises of the travel and tourism services office; b. Include the trade name and the license number and class on all its electronic pages and websites; c. Indicate the trade name on e-reservation platforms upon dealing therewith; d. Indicate the trade name and the license number and class on all official documents, papers and publications, in addition to the trademark, if any. Decline to use an expired license; Use images that correspond with the actual reality of the services provided upon publishing or advertising same; Apply the general health rules and conditions to the travel and tourism services office and all its services, and to all employees therein; Ensure that employees, whether at the travel and tourism services office or upon their presentation of the tourist program, maintain personal hygiene and good appearance; Maintain general cleanliness in all fixtures at the travel and tourism services office or those used in the tourist program offered thereby; Chapter Five: Ongoing Obligations Receive and welcome tourists, and answer their inquiries with courtesy and respect. Use the Arabic or English languages and the Hijri and Gregorian calendars in all official dealings and publications, and answer phone calls and respond to e-mails as per the tourist’s wish; Respond to inquiries and complaints in relation to the services delivered on a 24/7 basis; 10. Record all incoming and outgoing calls and correspondence of customer service and keep same for a period of one year, in order to provide the Ministry or competent authorities therewith upon request. 11. Avoid dealing with persons not licensed or authorized by the Ministry or by the competent authorities upon marketing, arranging or providing services; 12. Notify tourists whose reservation vouchers will be valid during the temporary closure period of the procedures to be taken with them, without prejudice to their rights contained in the contracts concluded with them; 13. Approve, amend, or cancel the tourist program pursuant to the mechanisms approved by the Ministry; 14. Avoid declining to provide services without legally acceptable reasons.