ADVENTURE AND FUN ALBANIA
SUSTAINABLE TOUR AND ACTIVITY POLICY

Adventure and Fun Albania is committed to providing our guests with the best, most satisfactory and most sustainable tours, services and activities.

We only offer the best accommodations, guides and transportation available within our guest’s budget, and will not accept requests for low-cost, budget or mass tourism. The group sizes must be kept as small as possible to ensure superior service and impeccable safety.

We shall not accept to create or perform tours, services or activities at a cost so low, that it incentivises the non-optimal treatment of our guests, staff, the local communities or the environment.

All our guests will be referred to as “guests” or “travellers”. The words “client” and “tourist” are not acceptable, as they dehumanise the guest. We take great care to offer high quality and personalised service to all of our guests.

We do not mass-produce anything. We should never refer to our tours, services or activities as “products”. They are special experiences, carefully crafted to make our guests’ visits as enjoyable and memorable as possible. We shall not allow anyone to downgrade our tours, services or activities into “products” or “commodities”.

We are aiming at an extremely high customer satisfaction, and have set a standard of a minimum Net Promoter Score of 90, for all of our tours, services and activities.

Sustainability of our tours, services and activities is of utmost importance. When selecting activities for guests, it is our policy to recommend the most sustainable activity options within their budget range. When we have a chance to select the activities for our guests, we will give strong preference to more sustainable activities.

1 – Scope
This policy is applicable all activities that AFA performs, and to the selection of activity providers that AFA collaborates with.
This policy is effective immediately. The policy will be formally reviewed every 1 year to ensure its relevancy.

2 – Activities performed by AFA

2.1 – Sustainable Activity Principles
In designing and performing activities, the following sustainable activity principles have to be followed:

2.1.1 – The right product for the right price
Activities performed by AFA must be safe. They need to offer a good comfort and service to the expectation of our guests. We aim to identify the most sustainable options available within the budget of our guests.
2.1.2 – Fair business
AFA follows fair business practices, including transparency and adherence to law, human rights and economic/social equality, and environmental and animal protection.
2.1.3 – Minimizes impact on the environment and society
AFA places high priority on sustainable practices, aiming at minimizing its effect on the surrounding environment and society.

2.2 – General Sustainability Considerations
When performing activities, the considerations below have to be followed:
2.2.1 – Human care
AFA must take great care for their human resources, which are of key importance to the tourism sector. AFA must maintain good labour conditions for our staff (minimum wage, reasonable working times, proper lunch hours, etc.).
2.2.2 – Guides and Drivers
AFA must use highly skilled, trained and properly certified guides and drivers for all activities and tours it performs.
2.2.3 – No plastic policy
AFA must minimize the use of plastic.
2.2.4 – Waste management
AFA must dispose of waste in an appropriate manner, according to the local regulations.
2.2.5 – Energy efficiency
AFA must follow energy efficiency practices, such as using energy saving light bulbs and energy efficient equipment. We advise our staff and guests to switch off lights and electric appliances when not in use.
2.2.6 – Child protection
AFA must ensure that the rights of children are respected and safeguarded, and all relevant laws, rules and regulations are followed.
2.2.7 – Local supplies
AFA must purchase and use local food and products, which are produced based on fair trade and sustainability principles, if they are available and within the budget of our guests.
2.2.8 – Environmental and Biodiversity care
AFA must limit the negative effects of its activities on the environment and on local and global biodiversity wherever feasible.
2.2.9 – Community value
AFA must respect the intellectual property rights of local communities. AFA will inform guests of customs and traditions, and will promote to its guests, customs and traditions that are at a risk of disappearing.

2.3 – AFA Staff
2.3.1 – Characteristics of staff members and guides
• AFA aims to create a work environment that is inclusive and welcoming to everyone.
• AFA aims to create an employee base that is as diverse in ideas as possible.
• AFA shall only evaluate potential employees based on their abilities, the cost of their work, and the content of their character.
• AFA will at all times prefer to employ staff members and guides with exceptional knowledge of the Albanian language, way of life, history, customs and traditions.
• All AFA staff members, need to have a clean criminal record.
• All AFA staff members, need to be trustworthy, responsible, fair, caring, respectful, hardworking, open to new ideas and willing to learn.
• All AFA staff members, weather Albanian or non-Albanian, need to display proficient usage of at least the Albanian language.
• All AFA guides, weather Albanian or non-Albanian, need to display proficient usage the Albanian language and at least one foreign language, in addition to possessing an active Albanian guiding license.
• All non-Albanian AFA staff members and guides need to possess a valid work visa or residence permit in Albania.
2.3.2 – Employment conditions
• All staff, weather employed by AFA or contracted freelancers have to sign written contracts before being employed by AFA.
• These contracts must include all terms and conditions of their employment, as specified by Albanian law in power at the time of signing of the contract.
• All employees, weather on probation, interns or employed at AFA for a long time, must be treated with the same respect and must be provided with the same working conditions.
• All relevant laws in power regarding forced labour have to be followed at all times.
2.3.3 – Wages for AFA Employees
• No work is free, and we strongly believe that no one has the right to the fruits of anybody else’s work.
• Hard, high-quality work doesn’t come cheap, and should be fairly compensated. Any compensation should be proportional to job performance.
• As an actor in the job market, AFA has the moral responsibility to influence the job market positively. While AFA must pay staff fairly, we reserve the right to not work with freelancers, and especially guides, who demand unreasonably low or high compensation for their work.
• No full time AFA employees can be paid at less than 1.5 times the legal minimum wage for full time work.
• For part time AFA employees, the pay should be proportional to the hours they work, always considering the above stated rule.
• No AFA employees should be paid a wage higher than 99% of the highest insurance bracket, at the time of the signing of the contract.
• We respect national holidays. All overtime work, or work done during national holidays must be compensated in accordance to all relevant laws in power.
• Bonuses can be given out at the discretion of the Managing Director.
• Wages that fall outside of the above stated brackets need a signed waiver from the Managing Director to be approved.
2.3.4 – Compensation for guides directly contracted by AFA and for freelancers
• Guides that are contracted by AFA, as well as other freelance staff are to be paid on a “per day” basis.
• Compensations should be between a minimum of 5000 Albanian Lek per day, to a maximum of 12500 Albanian Lek per day.
• A working day for the purpose of these calculation, is considered a full calendar day.
• Half-days of work are considered days in which work is performed for no more than six hours.
• Transportation to and from the destination is considered as part of the working time.
• Bonuses can be given out at the discretion of the Managing Director.
• Compensation that falls outside of this bracket need a signed waiver from the Managing Director to be approved.
2.3.5 – Licenses, Qualifications and Training
• All AFA guides need to be highly skilled, trained, and certified in their field of expertise. Only guide licenses valid in the Republic of Albania will be accepted by AFA.
• All AFA drivers need to be trained, and hold valid driving licenses (and Professional Ability Certificates where applicable).
• All AFA guides and other AFA Staff that operate vehicles, as well as AFA drivers need to receive training and instruction in Fuel Efficient Driving Practices, Vehicle Maintenance and Defensive Driving techniques.
• All AFA staff, need to read and understand the AFA Sustainable Tour and Activity Policy. Experienced AFA staff need to provide informal training to make this easier for new AFA staff.
• All AFA staff need to be regularly trained according to the AFA training guidelines.
2.3.6 – Code of conduct for AFA staff
• All AFA staff, weather employed directly by AFA, or working as freelancers, and generally everyone contracted directly or indirectly to perform tours, services or activities for AFA must follow the code of conduct for AFA staff.

2.4 – Transportation
Tours, services and activities provided by AFA should be as sustainable as possible. For this reason, AFA staff should advise travellers to participate in human powered adventures, if possible. All transportation that supports AFA’s business activity should be recorded, and if possible be performed by AFA owned or operated vehicles.
2.4.1 – AFA Vehicle Purchase, Maintenance and general condition
AFA must include the make, model, built quality, general vehicle condition, maintenance history, real-life fuel consumption figures, and emission standard of the vehicle in the decision-making process of selecting a vehicle for purchase. Vehicles with a low fuel consumption shall be prioritised.
All vehicles used by AFA, whether owned by AFA or by a separate transportation company, must be maintained on a regular basis, as recommended by the manufacturer.
All vehicles used by AFA, whether owned by AFA or by a separate transportation company, must be cleaned before every tour or activity, and during the tour or activity if found necessary by the driver.
For safety and convenience reasons, all vehicles used by AFA, whether owned by AFA or by a separate transportation company are to be equipped by a fixed or removable air compressor or air pump and tire pressure gauge for tire inflation.
All vehicles used by AFA, whether owned by AFA or by a separate transportation company, must be equipped with a first aid kit, towing and recovery gear, battery jumper cables, a spare tire and jack, tools for minimal maintenance, spare light bulbs, one litre each of engine oil and coolant fluid in sealed containers, and a cleaning kit. Other unnecessary items should not be carried by the vehicle.
All vehicles used by AFA, whether owned by AFA or by a separate transportation company, must be carefully inspected before the start of every tour or activity, or once every week, by the driver or fleet manager. During this inspection, the following areas must be checked:
• Windshield (must be checked for cracks and cleanliness)
• Windshield wipers
• Visual and Auditory signalling devices (brake lights, signals, horn, etc.)
• Brake condition (visual checks only)
• Leaks (visual checks only)
• Condition and pressures of all tires (including spare tire)
• Air conditioning
• Vibrations and noises while driving
2.4.2 – Route planning
Routes should be planned in a way that minimises the distance driven, while still visiting all destinations requested by the guests and providing the highest quality service to them. It is preferred that the same route is not driven twice during the same tour, product or service.
If possible, routes should be planned in a way that reduces empty journeys of the vehicle, in which it doesn’t transport travellers.
Albania is a very mountainous country with a large net of non-paved roads. Off-Road vehicles can be used to shortened the total distance travelled and total CO2e emissions of the trip.
2.4.3 – Fuel Consumption Data
AFA must keep detailed fuel consumption data for every vehicle owned or operated by AFA. Fuel bought (in litters), a tachometer reading (in kilometres), and the route driven since the last fuel stop, must be recorded every time a vehicle is filled with fuel. At all fuel stops, the vehicle must be filled to “full” level. Fuel should be bought at “B O L V – O I L SHA” fuel stations.
With the collected data, real-life fuel consumption tables should be compiled for Highway, Mountain Road, City and Off-Road driving conditions.
2.4.4 – Calculation of CO2e Emissions
CO2e emissions should be calculated as indicated in the AFA CO2e emissions calculator.
2.4.5 – Public transportation
At the time of writing of this document, public transportation in Albania is not of a high enough quality or safety standard to be included in any AFA tours, services or activities. Public transport vehicles in Albania often are smaller, badly maintained vehicles, which polite much more than AFA vehicles, or vehicles contracted by AFA.
As such, AFA should not sell public transport tickets, and not include public transport in any of the tours, services or activities offered to travellers.
Information on public transport lines can be given to travellers by AFA staff, but no recommendations on public transport providers or lines should be given. All AFA tours, services and activities must start and finish in locations which travellers can reach using a multitude of transportation options.
2.4.6 – Vehicle utilisation
For every tour, service or activity, AFA should use the smallest available vehicle that is large enough to transport the entire group of travellers and their luggage, and that fulfils any other necessary capability requirements.
2.4.7 – Air conditioning
Air conditioning should not be operated on a stationary vehicle, if no travellers are present in said vehicle. As air conditioning is often more efficient than open windows, it should be used at speeds above 60km/h, and the windows should remain closed. Air conditioning temperature should be set to 21° to 23° Celsius. Light coloured vehicles are preferred by AFA, as they need less energy to be cooled.
2.4.8 – Zero emissions vehicles
Zero emissions vehicles should be utilised if possible and available, and only for routes where their range is sufficient. AFA should not purchase battery-electric zero emissions vehicles until the issues of charging infrastructure in Albania are solved. AFA should also take the CO2e emissions produced during the production of the vehicle battery into account, in the vehicle purchase decision making process.
2.4.9 – Combined transfers
If possible, AFA should combine the transfers of different AFA travellers, so that they use the same vehicle. This is especially relevant for airport transfers, where travellers from different tours often arrive at the same time.
Transfers for tours operated for other agencies cannot be combined outside of said agency. If the travellers travel via the same agency, but on different tours, their transfer can be combined only if priorly agreed with said agency.
2.4.10 – Human powered adventures
Some of the tours, activities and services offered by AFA fall in the category of human powered adventures, or partially human powered adventures. These are tours, activities and services where the travellers travel via their own muscular power from one accommodation to the next, without using motorised transportation. Such tours, activities and services should be prioritised by AFA sales staff.
2.4.11 – Luggage transportation
Luggage transportation during human powered adventures should be performed by pack animals, where economically feasible.
2.4.12 – Ferries and Boats
Some of the tours, activities and services offered by AFA include boat and ferry transfers. Where not specifically mentioned otherwise, shared boats must be used. Ferries and larger boats must be used on a shared basis at all times. Operators of boats or ferries must follow all relevant rules, regulations and laws regarding safety, waste management, traffic, licensing, sustainability and more, in power in the Republic of Albania, and all clauses of the contracts signed with AFA (if applicable).

3 – Activities performed by other activity or transportation providers

This section is valid for all activities and transportation services performed by activity or transportation providers other than AFA.
3.1 – Sustainable Activity Principles
In our effort of selecting the most sustainable activity and transportation providers available, we prefer providers who follow these core principles:
3.1.1 – The right product for the right price
The establishment and/or vehicles are hygienic, sanitary and safe and are able to offer a good comfort and service that is up to the expectation of our guests. We aim to identify the most sustainable options available within the budget of our guests.
3.1.2 – Fair business
The provider follows fair business practices, including transparency and adherence to law, human rights and economic/social equality, and environmental and animal protection.
3.1.3 – Minimizes impact on the environment and society
The provider places high priority on sustainable practices, aiming at minimizing its effect on the surrounding environment and society.

3.2 – General Sustainability Considerations
Internationally certified activities don’t currently exist in Albania, however there are suppliers that are known for their good practices. AFA looks at their practices to identify the more responsible suppliers.
Evaluations of the activities by AFA can be made in several ways:
• Site visit by AFA’s sustainability coordinator/manager
• Observations from our guides
• Guest feedback
The following considerations will be made in the evaluation of activity providers and will inform AFA preference:
3.2.1 – Human care
We aim to work with activity providers with sound care for their human resources, which is of key importance to the tourism sector. Hence, we assess if the supplier maintains good labour conditions for their staff (minimum wage, reasonable working times, proper lunch hours, etc.).
3.2.2 – Guides and Drivers
The activity providers must use trained and properly certified guides and drivers for all activities and tours they perform.
3.2.3 – No plastic policy
The activity providers minimize the use of plastic and, if possible, does not offer plastic water bottles to its guests. Instead, the supplier makes available places where guests can re-fill their own bottles.
3.2.4 – Waste management
We verify that the activity provider disposes of waste in an appropriate manner, according to their local regulations.
3.2.5 – Energy efficiency
The activity providers follow energy efficiency practices, such as energy saving light bulbs, and energy efficient equipment. The supplier advises their staff and guests to switch off lights and electric appliances when not in use.
3.2.6 – Child protection
The activity provider ensures that the rights of children are respected and safeguarded, and all relevant laws, rules and regulations are followed.
3.2.7 – Local supplies
Activity providers are stimulated to purchase and use local food and products, which are produced based on fair trade and sustainability principles.
3.2.8 – Environmental and Biodiversity care
The activity providers must limit their negative effect on the environment and on local and global biodiversity wherever feasible.
3.2.9 – Authentic charm
The activity providers building incorporates elements of local art, architecture, or cultural heritage.
3.2.10 – Community value
The activity providers respect the intellectual property rights of local communities and contributes to the local community in whichever way they can.

3.3 – Stimulating enhanced sustainable practice
AFA follows a long-term strategy to improve the sustainability of regular activity providers. Upon request or self-initiative, we support collaborative initiatives with other stakeholders to promote sustainability among activities in our destinations.
When possible, we talk to the activity owner/manager about their current practices and what they could do to follow more sustainable practices.
In addition, we may share best practice standards and guidance to our activity providers.

3.4 – Sanctions
If it is revealed that an activity provider acts on unsustainable practices, AFA will give them a written warning. If that supplier does not amend its practice, AFA will end any form of collaboration (informal and contractual).

3.5 – Communication to activity providers
AFA communicates with activity providers in various ways.
3.5.1 – Email and Telephone
Our most common communication is via email and telephone. Written forms of communication are preferred at all times. Particularly when sending emails, we are able to communicate on some sustainability aspects.
3.5.2 – Contract
AFA signs contracts with activity providers that we work with on a regular basis and with sufficient volume of travellers. These contracts include a sustainability clause and sanctions, which the suppliers read and sign upon agreement.
3.5.3 – In-person visit
When we have the opportunity, we visit the activity provider in person and talk to them about how they could improve on their services and become more sustainable. In many instances it is our guides who deliver these messages.
3.5.4 – What we communicate
AFA promotes as a mandatory policy:
• Protection of sensitive natural areas
• Protection of cultural heritage (material and immaterial)
• Protection of children from exploitation
• Anti-corruption/bribery
• Waste management
• Protection of biodiversity

3.6 – Incentives
AFA will give preference to working with those activity providers who are able to operate in a sustainable manner, taking responsibility for their impact on environment and society. Where we have enough volume, we may offer additional benefits, such as special contract conditions.

4 – Travellers
All travellers are required to follow the AFA Terms and Conditions, the AFA Traveller Code of Conduct, and to sign the AFA Participation Agreement. To ensure that they have ample time to read and understand these three documents, they should be sent to the travellers before or at the same time as the invoice.

4.1 – Traveller Insurance
AFA cannot provide travel insurance to Travellers. However, AFA has to recommend that the traveller purchases travel insurance. AFA staff should not recommend insurance companies to the traveller.

4.2 – Traveller Physical and Medical Condition
Travellers have to be physically and mentally fit to perform the tours, services or activities they intend to purchase from AFA. AFA staff needs to remind the traveller of the physical and technical requirements to perform the tours, services or activities they intend to purchase from AFA, and recommend that the traveller consult with a qualified medical professional prior to the performance of said tours, services or activities. In case of reasonable doubts, AFA staff can request a written and signed statement from a qualified medical professional, clearing the Traveller to take part in the tour, service or activity offered by AFA.

5 – Internal Management

5.1 – Procurement
5.1.1 – Paper and general office supplies
• Most waste AFA produces is paper and general office waste.
• To reduce waste, paper must be printed on both sides, where possible.
• Incorrectly printed documents should not be disposed, but kept as paper to take notes.
• AFA has a large stockpile of paper. It should be used responsibly.
• For future paper purchase, AFA should purchase the most sustainable paper available.
• Left over paper with the “Final” letterhead can be used to print tax returns and other legally required documents which will never leave the office.
• Paper used for old documents, which no longer need to be kept, should be used as note paper.
5.1.2 – Promotional Material
• AFA has switched to 100% electronic promotional material.
• Available stocks of old promotional material can be used if still relevant, until the stocks are depleted.
• Two samples each of old printed promotional material must be kept and not distributed.
• AFA catalogues are only to be distributed in tamper-proof electronic format.
5.1.3 – Other purchases
• If possible, ink cartridges should be refilled, instead of disposed.
• If coffee is ordered to the office, it should be ordered in a washable cup. Many local bars offer this service.
• Preference will be given to sustainably produced small office supplies.
• Furniture must be sourced from local producers. Preference should be given to small, family-owned businesses.
• For all other purchases listed above, preference should be given to local producers and especially small, family-owned businesses.

5.2 – Energy and Water
• All AFA staff working at the office, must follow section 12 of the AFA Staff Code of Conduct.
• Purchase of all electronic devices that require more than 100W to operate, or with a purchase price of 5000 Albanian Lek or higher, must be approved by the Managing Director or Product Developer.
• When purchasing new electronic devices, preference should be given to devices that are more energy efficient, if these fulfil the necessary technical specifications.
• To save water, the taps should not be left running unnecessarily.
• Toilets should not be flushed for longer than necessary, by using the correct button, and not flushed twice.
• The water heater should not be switched on, if the temperature of the water coming from the mains is warm enough to wash hands.

5.3 – Waste and Pollution
• All waste should be disposed in the correct manner.
• All waste should be disposed in a timely manner.
• Waste should be separated according to the local regulations in power.
• Every AFA staff member has an obligation to dispose waste, according to the rule “If the bin is full, empty it”.
• Every time the bin is emptied should be noted at the waste measurement sheet, along with the date and name of the staff member emptying the bin.
• Drinking water should be purchased using the largest bottles available.
• The use of plastic bags should be avoided wherever possible.
• Items purchased by AFA should be transported in non-plastic bags if possible.
• The usage of single use batteries should be avoided if possible.
• All batteries, weather rechargeable or not, should be properly disposed in the correct bins.
• If battery recycling becomes available, all batteries should be recycled, without waiting for an amendment of this document.
• If necessary, ink cartridges should be disposed in the correct bins.
• No chemicals other than mild dish detergent and hand soap may be used at the AFA office.

5.4 – Bicycle storage
To incentivise AFA staff to travel by more sustainable modes of transportation, safe, dry and locked storage is provided for bicycles, electric scooters and electric mopeds. A 16A/220V socket, capable of providing up to 3.5kW of power for charging, is available and can be used free of charge by all AFA staff.

6 – Accommodations

AFA is committed to promoting sustainable accommodation.
During the selection process of the accommodation, we will give strong preference to establishments that follow sustainable practices throughout all aspects of their operation.

6.1 – Sustainable Accommodation Principles
In our effort of selecting the most sustainable accommodation providers available, we prefer establishments who follow these core principles:
6.1.1 – The right accommodation for the right price
The establishment is hygienic, sanitary and safe and is able to offer a good comfort and service that is up to the expectation of our guests. We aim to identify the most sustainable options available within the budget of our guests.
6.1.2 – Fair business
The establishment follows fair business practices, including transparency and adherence to law, human rights and economic/social equity, and environmental and animal protection.
6.1.3 – Minimizes impact on the environment and society
The establishment places high priority on sustainable practices, aiming at minimizing its effect on the surrounding environment and society.

6.2 – Other considerations
All the sections about activity providers listed below, and their sub-sections, are also valid for accommodation providers:
• 3.2 – General Sustainability Considerations
• 3.3 – Stimulating enhanced sustainable practice
• 3.4 – Sanctions
• 3.5 – Communication to activity providers
• 3.6 – Incentives

7 – Meals

Meals served during AFA tours, services or activities should include as many locally grown ingredients as possible.
Meals served during AFA tours, services or activities should always include traditional Albanian dishes, unless specifically requested otherwise by the traveller.
0km farm to table meals should be prioritised, in areas where they are available and if they are within the budget of the travellers.
AFA can meet most dietary requirements of most travellers. AFA staff should specifically ask travellers about their dietary requirements at the time of booking.

7.1 – Restaurants
All the sections sub-sections about accommodation providers, are also valid for restaurants.

8 – Destinations

8.1 – Existing destinations
AFA intends to provide social, economic and cultural benefit to all areas that we operate in.
During the designing of AFA tours, services and activities, the following destinations should be avoided:
• Overcrowded destinations (such as resorts on the Adriatic coast);
• Schools and orphanages;
• Zoos or any other places where animals are kept in captivity.
Tours, services and activities provided by AFA should include as many local economic actors as possible, provided they are able to meet AFA’s and AFA’s guests’ expectations, and the necessary safety standards.

8.2 – Development of new destinations by AFA
With mass migration being the most immediate problem in Albania, the creation of new high paying job opportunities should be of utmost importance to AFA.
When choosing new destinations for development, AFA should take into account destination management strategies of local, regional and national authorities.
The activities of the local population must be in compliance with legally based spatial planning and protected area and heritage regulations.
AFA should provide consulting to the local population, in the fields of sustainable tourism, business management, risk management and other forms of consulting as seen necessary by the Managing Director and Product Developer.
AFA can choose to develop these destinations on its own, or with the cooperation of donors, NGOs, government entities and foreign and international development agencies.

9 – Local Life Experiences

Some tours, services or activities performed by AFA include local life experiences.
The goal of these experiences is to promote traditions that are at risk of being forgotten, to create a decent living standard for the local populations that keep these traditions alive, and to incentivise the passing of these traditions on to the next generations.
These local life experiences generally take place at local resident’s homes, and should be considered as very sensitive. They should only be performed in the presence of a qualified AFA guide, that has received specialised training in these local life experiences.
AFA and the guide must advise travellers on how to not interfere with the performance of these traditions and how to best communicate with locals.
AFA must impress upon the local population, the necessity of keeping these traditions unchanged, and of not modifying them for the sake of the travellers.
While none of these traditions in Albania are in violation of any laws, rules and regulations, AFA should ensure that no laws, rules and regulations are broken during their performance.
AFA can only promote souvenirs that are created in a manner that follows the traditions of the local populations, and which are part of the local life experiences offered by AFA.

10 – Communication with guests

Good communication between AFA and the traveller is key to the successful performance of a tour, service or activity.

10.1 – During the booking process
10.1.1 – Privacy and data protection
AFA must comply with the GDPR, and all relevant Albanian laws regarding privacy and data protection.
10.1.2 – Information package provided to the traveller
All AFA tours must include all necessary information the traveller might need. These include, but are not limited to: Price, group size, duration, difficulty of the activities, the detailed itinerary, inclusions and exclusions, equipment lists, departure dates, sustainability issues and other useful information. Please see sample tour.
10.1.3 – Deliver more than you promise
AFA should always deliver more to the traveller than is promised in the promotion material. To achieve this, overblown exaggerations, superlatives and hyperbolae should be avoided in the communication with the traveller.
In some cases, tours, activities or services might include surprises for the traveller. To not take the surprise effect away, these should not be communicated to the traveller, but must be communicated to the partner agency (where applicable).
10.1.4 – Communicating sustainability issues
AFA should inform travellers about its approach to sustainability. Basic information regarding sustainability issues should be given to the traveller together with the information package provided to them. If the traveller responds well to this sustainability information, they can be engaged further in the discussion, as they might be interested to learn more, or might have insights that can improve the performance of the trip.

10.2 – During the trip
10.2.1 – 24/7 contact
Travellers for self-guided tours will receive a 24/7 contact number, that they can call at any time, for any issue. For guided tours, the guide plays the role of the 24/7 emergency contact, and travellers should receive the guide’s phone number.
All communication regarding non-life-threatening emergency situations should be performed through the 24/7 emergency contact. For life-threatening emergencies official emergency numbers must be called first, followed by a call to the 24/7 emergency number.
10.2.2 – Complaints
All complaints that arise during the trip should be reported to the 24/7 emergency contact. Quick resolution of issues is paramount, and if the complaint can be solved with reasonable measures, the AFA staff or guide in charge of the 24/7 contact should resolve the problem immediately and on the spot.
The immediate supervisor should be notified after the resolution of the complaint, or in case the complaint cannot be resolved with reasonable measures.
10.2.3 – Customer satisfaction
For guided tours, the guides and drivers should carefully monitor the travellers, and asses their satisfaction on the spots. If they judge that the traveller’s satisfaction can be improved with reasonable measures, they should take those measures and inform their supervisor afterwards.

10.3 – After the trip
10.3.1 – Reviews and Customer Satisfaction
All past travellers should be asked to leave reviews and to fill a customer satisfaction form. The information gathered by these reviews and forms, should be used to improve the product offering of AFA.
10.3.2 – Complaints
All complaints that arise during the trip will be handled by the AFA staff that handled the communications with the traveller before the trip, with careful input of their supervisor.

11 – Political Involvement

• AFA Staff must remain politically neutral during work hours.
• AFA should not discriminate against anyone, based on their political viewpoints.
• AFA should not impose any political views on anyone.
• All political viewpoints are welcome at AFA.
• AFA shall not, at any time, make any donations or contributions, financial or otherwise, to political parties, political lobby groups or any other type of political organisation.
• AFA reserves the right to terminate its contracts with any supplier that donates or contributes to any political party, political lobby group or any other type of political organisation.

12 – Collaborating with donors and development agencies

AFA may collaborate with donors and/or development agencies. Special care must be taken during these collaborations.

12.1 – Corruption, Bribery and Crime
• If AFA representatives are asked or pressured by any donor or development agency, to pay bribes, hide expenses, embezzle money, transfer money into suspicious accounts, or commit any type of crime, AFA must immediately terminate the contract with said donor or development agency.
• In case AFA representatives are asked or pressured to commit any type of corruption bribery or crime, AFA reserves the right to report this to the relevant authorities, domestic or foreign.
• AFA must blacklist any donor or development agency that asks or pressures AFA representatives to commit any type of corruption, bribery or crime. AFA shall not work with any black listed organisations.

12.2 – Taxpayer money
• AFA may choose to work with donors and/or development agencies funded by taxpayer money.
• Any product of such work, must be displayed publicly by the donor or development agency.
• AFA shall only seek to provide products and services of benefit to the general public, when funded by taxpayer money.
• AFA shall not use taxpayer money to support private initiatives, unless specifically requested by the donor or development agency.

12.3 – Intellectual Property Rights
• AFA must receive intellectual property rights, sole or shared, for the entire intellectual property generated during the collaboration with donors and/or development agencies.
• If the donor or development agency refuses to fulfil this requirement, AFA shall not work with them.

13 – Collaborating with federations, associations and NGOs

AFA may collaborate with federations, associations and NGOs. Special care must be taken during these collaborations.

13.1 – Corruption, Bribery and Crime
• If AFA representatives are asked or pressured by any federation, association or NGO, to pay bribes, hide expenses, embezzle money, transfer money into suspicious accounts, or commit any type of crime, AFA must immediately terminate the contract with said federation, association or NGO.
• In case AFA representatives are asked or pressured to commit any type of corruption bribery or crime, AFA reserves the right to report this to the relevant authorities, domestic or foreign.
• AFA must blacklist any federation, association or NGO that asks or pressures AFA representatives to commit any type of corruption, bribery or crime. AFA shall not work with any black listed organisations.

13.2 – Taxpayer money
• AFA may choose to work with federation, association and/or NGO funded by taxpayer money.
• Any product of such work, must be displayed publicly by the federation, association or NGO.
• AFA shall only seek to provide products and services of benefit to the general public, when funded by taxpayer money.
• AFA shall not use taxpayer money to support private initiatives when working with federation, association or NGO.

13.3 – Financial Support
• AFA may choose to financially support a federation, association or NGO.
• Financial support should be performed only as a donation, without expecting any products or services in return.
• All financial support for federations, associations or NGOs should be donated in accordance with all relevant laws in the Republic of Albania.

13.4 – Intellectual Property Rights
• AFA must receive intellectual property rights, sole or shared, for the entire intellectual property generated during the collaboration with federations, associations and NGOs.
• If the federation, association or NGO refuses to fulfil this requirement, AFA shall not work with them.