1、BRITISH STANDARD BS EN 14804:2005 Language study tour providers Requirements The European Standard EN 14804:2005 has the status of a British Standard ICS 03.180; 03.200 BS EN 14804:2005 This British Standard was published under the authority of the Standards Policy and Strategy Committee on 11 July
2、2005 BSI 11 July 2005 ISBN 0 580 46286 2 National foreword This British Standard is the official English language version of EN 14804:2005. The UK participation in its preparation was entrusted by Technical Committee SVS/2, Travel and tourism services, to Subcommittee SVS/2/-/1, Language study tours
3、, which has the responsibility to: A list of organizations represented on this subcommittee can be obtained on request to its secretary. Cross-references The British Standards which implement international or European publications referred to in this document may be found in the BSI Catalogue under
4、the section entitled “International Standards Correspondence Index”, or by using the “Search” facility of the BSI Electronic Catalogue or of British Standards Online. This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct applic
5、ation. Compliance with a British Standard does not of itself confer immunity from legal obligations. aid enquirers to understand the text; present to the responsible international/European committee any enquiries on the interpretation, or proposals for change, and keep the UK interests informed; mon
6、itor related international and European developments and promulgate them in the UK. Summary of pages This document comprises a front cover, an inside front cover, the EN title page, pages 2 to 17 and a back cover. The BSI copyright notice displayed in this document indicates when the document was la
7、st issued. Amendments issued since publication Amd. No. Date CommentsEUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 14804 June 2005 ICS 03.180; 03.200 English version Language study tour providers - Requirements Organisateurs de sjours ou stages linguistiques - Exigences Anbieter von Sprachrei
8、sen - Anforderungen This 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 European Standard the status of a national standard without any alteration. Up-to-date lists and bib
9、liographical references concerning such national standards 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 translation under the responsibility
10、of a CEN member into its own language and notified to the Central Secretariat has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,
11、 Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: rue de Stassart, 36 B-1050 Brussels
12、 2005 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 14804:2005: EEN 14804:2005 (E) 2 Contents Page Foreword 3 Introduction4 1 Scope .5 2 Terms and definitions.5 3 Information provision .6 3.1 General 6 3.2 Pre-booking information
13、 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 requirements7 3.2.5 Accommodation7 3.2.6 Course details .8 3.3 Pre-departure information8 3.4 On-arrival information 9 4 Service provision 9 4.1 Management and s
14、taff 9 4.2 Tuition9 4.2.1 Curriculum.9 4.2.2 Teaching 9 4.2.3 Premises10 4.2.4 Teaching staff10 4.3 Accommodation11 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
15、4.4 Leisure .14 4.5 Welfare (including care of minors) 14 4.6 Group leaders15 4.6.1 General requirements for group leaders.15 4.6.2 Additional requirements for group leaders supervising groups of minors15 4.7 Monitoring of client and/or participant satisfaction .16 4.7.1 General 16 4.7.2 Initial fee
16、dback 16 4.7.3 On-going feedback16 4.7.4 Final questionnaire .16 4.7.5 Management of complaints17 4.8 Liability insurance.17EN 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
17、 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,
18、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, Po
19、land, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. 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 choic
20、e 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. EN 14804:2005 (E) 5 1 Scope This European Standard specifies requirements for language study
21、 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
22、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 residenti
23、al 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
24、 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 responsib
25、le 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 b
26、ooked arrangements 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
27、 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 participants competence in the target language 2.12 le
28、isure 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
29、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 informatio
30、n 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 o
31、f 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; EN 14804:2005 (E) 7 f) criteria used for the selection of group leaders
32、; 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
33、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
34、 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 minim
35、um 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) in
36、formation about insurance options available to the participant and an outline of the LSPs 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 par
37、ticipant 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
38、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 f
39、eatures 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. EN 14804:2005 (E) 8 3.2.6 Course details The following pre-booking information regarding course detai
40、ls 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 holida
41、ys 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
42、 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 re
43、strictions 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 l
44、anguage 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 infor
45、mation: - 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
46、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
47、 in the host country and about its culture. NOTE Late enrolments occur within six weeks or less prior to the commencement of the course. EN 14804:2005 (E) 9 3.4 On-arrival information Procedures shall be in place to ensure that all participants are given information about all aspects of the course.
48、In particular details of tuition, excursions and other activities shall be made available to all participants. 4 Service provision 4.1 Management and staff The LSP shall put in place management and staff qualified to ensure that the aims of language study programmes are achieved and to monitor - eff
49、iciency and effectiveness of teaching; - accommodation; - leisure and welfare provision and other related services; and to ensure that all minors attend the compulsory lessons. 4.2 Tuition 4.2.1 Curriculum 4.2.1.1 Placement procedure An assessment procedure relevant to the course content shall be used to assign participants to appropriate levels and classes. 4.2.1.2 Course content The focus of the course and its components (e. g. spoken communication, grammar, cultural topics) shall
