SPRING 2015 news Are you a hajj and Umrah travel operator? every year, thousands of Muslims in Britain perform either the Hajj or umrah pilgrimage in Saudi arabia. the pilgrimages are booked through specialist travel operators that provide tour packages. However, only some of these operators can obtain the required visas from the Saudi ministry. trading Standards advises all such travel operators that they must comply with consumer protection legislation. First and foremost is the need to have an air travel operators licence (atol) issued by the Civil aviation authority. this safeguards consumers money should the operator run into financial difficulties while they are abroad. Birmingham trading Standards has carried out extensive work in this area but, unfortunately, still finds examples of travel operators trading without this licence. neWS Some firms claim to be an agent of another business that has been issued an atol. if this is the case, it should be clearly displayed and there should be a written agency agreement confirming arrangements between the principal and the agent business. trading Standards would urge all travel operators to consult the Civil aviation authority about atol and agency agreements. all travel operators must also comply with the provision ofthe Package Travel Regulations 1992 (Ptrs). Brochuresand internet sites must include information on price, destination, transport, accommodation and itinerary. in addition, before a contract is concluded, thecustomer must be given information on passport/ visa, health requirements, insurance, and security andrepatriation arrangements in case of insolvencies. this information needs to be provided in writing. once a booking is made, consumers should also be issued with an individual atol certificate. notHing to deClare? Since december 2014, caterers must provide allergen information on all the food and drink they sell. a notice that invites customers to speak to a member of staff if they have a food allergy or intolerance should be displayed in a prominent place. there are 14 allergens that must be declared: cereals containing gluten, crustaceans, eggs, fish, peanuts, soybeans, milk, nuts, celery, mustard, sesame seeds, sulphur dioxide, lupin andmolluscs. the caterer should have a system in place that identifies food containing these allergens, so that staff can informcustomers. Beyond this, food and drink sold in a catering establishment must be accurately described, so that a customer can identify what they are buying and differentiate it from similar products. this applies whether the description is verbal or in writing. For example, a customer buying a ham sandwich needs to be able to tell the difference between one made from chopped, shaped and reformed ham andone made from ham cut straight from the bone. Credits: Vir ahluwalia images: Zurijeta / Shutterstock ecco / Shutterstock travel operators should ensure all descriptions are true and accurate. Customers should not be misled about the nature of flights, accommodation and other services, or the travel operator may be committing breaches of The Consumer Protection from Unfair Trading Regulations 2008. trading Standards urge all Hajj and umrah travel operators to be conversant with the above legislative requirements, and to contact their local trading Standards Service should they require further advice. Following complaints from distraught pilgrims, trading Standards has carried out investigations in recent years that have led to court cases. if you are aware of other businesses flouting the law, you may want to report them to prevent would-be pilgrims from being ripped off. For more information wherever you are based in the country please contact Birmingham Trading Standards via the Citizens Advice National Consumer helpline at our dedicated Hajj Help inbox, using our Pictures of food must not be misleading and must give an accurate representation of the product. descriptions like fresh, local produce and home made must be true. it is also important that references to portion sizes are correct. if the menu states duck or 8oz rump steak, then that is what must be provided. under the Food Safety Act 1990 it is a criminal offence to provide incorrect descriptions of food. the maximum penalty on conviction is an unlimited fine and/or imprisonment. Most importantly, inaccurate information may lead to a life-threatening episode if someone eats an ingredient to which they have a severe allergy. if you use any food with ingredients that come from genetically modified (gM) soyaor maize, these need to be stated ona menu, on a notice that is easily visible tothe customer, or on a label attached to the food. your suppliers should provide sufficient details so that you can pass on accurate descriptions and allergen information. if you are in any doubt, contact your supplier straight away. do not guess or make assumptions, as you will be responsible for any incorrect information. if you require any further information, please contactyour local trading Standards department.