EN 14804:2005

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

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.