• Consumer Services Desk
  　Consumer Services Desks located at the headquarters secretariat and at various chapters settle consumer claims or complaints which travel agencies are unable to resolve on their own.
  
• Seminars on complaint settlement
  Seminars for member company staff in charge of consumer services are held on a regular basis. These seminars train and educate members about complaint settlements and provide consultation and advice on specific customer complaints.
  
• Educating travelers
  　JATA produces a variety of brochures designed to enhance travelers' understanding of the Travel Agency Law and the terms and conditions of travel contracts. In addition, JATA provides lecturers for seminars sponsored by consumer centers throughout Japan.
  

Solving Complaints - Consumer Claims Settlement Commission

Generally a Consumer Services Desk receives and tries to settle complaints from travelers. However, if no settlement is reached after three months, the case is passed on to the Consumer Claims Settlement Commission comprised of academics, attorneys, and consumer representatives. The Commission is tasked with deliberating and deciding the issue in a reasonable manner.


Compensation System - Compensation Business Committee

　JATA's Compensation Security Bonds System is a pro-rated, member contribution fund used to repay debts that arise in the case of bankruptcy. The system protects consumers from damages and strengthens the credibility of the travel industry. The Compensation Security Bonds System is operated under the Compensation Business Rules authorized by the Ministry of Land, Infrastructure and Transport. To ensure that this system is well managed and that creditors receive proper relief, JATA audits the causes of claims filed and the amounts of claims.

　In order to offer adequate compensation for overseas travel, JATA established the JATA Supplementary Security Bonds System in 1999. Member companies operating agent-organized overseas tours are strongly encouraged to secure a bond equivalent to 1% of their projected proceeds from packaged outbound travel for the following business year.
　In case of default or bankruptcy, validated claims can be compensated first through the Compensation Security Bonds System and then out of the Supplementary Security Bonds System.

Guidelines for Online Travel Businesses 　JATA established a set of guidelines for selling travel products over the Internet in 2000. These guidelines are aimed at ensuring that electronic business transactions are conducted on a sound and healthy basis that will earn the trust of consumers. To this end, the guidelines set out clearly the rules that those in the travel industry must observe when selling travel products or carrying out other activities over the Internet. 　Travel agencies meeting JATA's guidelines may display the official "electronic-Travel Business Trust" (e-TBT) logo on their web sites. The placement of the e-TBT logo gives the consumer an easily identifiable and concrete way of telling the difference between reputable travel providers and those that are not. 　 e-TBT logo

Training Travel Agents - Examination, Training and Education Committee

• Conducting examinations on behalf of the Government
  　JATA is designated by the Minister of Land, Infrastructure and Transport to conduct the state examination　for Certified Travel Supervisors.
  　The Certified Travel Supervisor System, stipulated under Japan's Travel Agency Law, mandates that agents engaging in overseas travel operations maintain at least one certified travel supervisor in all of their offices.
  　Supervisors are responsible for placing and controlling advertising in offices and for settling traveler's complaints. Supervisors must provide travelers with written documents explaining the conditions required for travel arrangements. In the case of travel contracts, they must issue written documents that clearly state details such as hotel accommodations, means of transportation, and travel costs.
  
  
• Implementing training programs
  　To enrich the knowledge and abilities of travel agent employees, JATA conducts training on tour management and training programs for certified travel supervisors.

Development and Cooperation


Instructing Members on Legal Issues - Legal Affairs Committee

　The Travel Agency Law was revised in 1996. At the same time, the Standard Terms and Conditions of Travel Contracts were revised and the Travel Itinerary Booking Guarantee was introduced. The latter compensates consumers for substantial contract changes, even when travel agencies are not responsible for　such changes. This system was established to protect consumers and avoid problems between consumers and　travel agencies. To promote understanding of the law, JATA distributes leaflets and organizes seminars to explain the legal system and its implications. In addition, JATA responds to inquiries and requests for consultations and conducts briefings so that members can correctly interpret relevant laws and ordinances, including the Antimonopoly Act, the Premiums Representation Act, and other regulations.
　JATA also provides advice on improving advertising so that representations comply with the "Guideline for Producing Advertising and Brochures to Solicit Participation in Agent-Organized Tours."


Studying Business Management - Managerial Issues Committee

　The first annual JATA Management Forum was held in 1993. Since then, travel business executives have found it a valuable opportunity to discuss issues and day-to-day problems. JATA conducts other seminars on business management and operations, such as taxation, customer satisfaction (CS), and middle management issues. For example, to provide assistance in the event of an emergenciy and/or accident, JATA is studying, along with conventional travel agency cost insurance, the development of insurance plans that would cover support services such as the provision of know-how and professional advice. Moreover, JATA implemented Travel Itinerary Booking Guarantee in accordance with the Travel Agency Law enacted in 1996.

Contributing to Society - Social Contributions Committee

　Tourism cannot exist in a deteriorating environment. Therefore the travel and tourism industries have a strong impetus to support efforts which aid ecological causes. In addition to ongoing preparations for the JATA Environmental Fund, JATA has undertaken several important projects.

• Eco-tourism seminars
  　JATA holds seminars to encourage and study eco-tourism. Study trips and eco-tours are organized so that seminar participants can visit destinations that are of interest to travelers concerned about the environment.
  
• Environmental awareness
  　JATA adopted the "Declaration of Earth-Friendly Travelers," and promotes it through posters and other media both for the industry and travelers.
  
• Promoting travel for the elderly and disabled
  　To cope with the onset of an aging population and the need for a barrier-free society, and to increase travel opportunities for both elderly and disabled travelers, JATA conducts surveys, research, and PR. JATA has announced guidelines and compiled handbooks so that members can cater to the needs of these potential travelers.

PR Activities - Public Relations Committee

JATANAVI
　JATA encourages the digitalization of information and through its JATANAVI intranet provides all members (active, associate and allied) with a wide range of information, including overseas and domestic travel destination data and visa regulations around the world.

JATA-NET
　JATA reaches out to JATA members, travel and tourism industry professionals and general consumers　through its website, JATA-NET. The site provides up-to-date information on travel campaigns, tips for safe travel, travel cautions and restrictions by other governments, together with a wide variety of practical travel information.