SIST-TS CWA 5643-1:2021

SLOVENSKI STANDARD
01-julij-2021
Nadomešča:
kSIST ISO/PRF PAS 5643:2021
Turizem in z njim povezane storitve - Zahteve in smernice za zmanjšanje širjenja
bolezni covid-19 v turistični industriji (ISO PAS 5643:2021)
Tourism and related services - Requirements and guidelines to reduce the spread of
Covid-19 in the tourism industry (ISO PAS 5643:2021)
Ta slovenski standard je istoveten z: CWA 5643-1:2021
ICS:
03.100.01 Organizacija in vodenje Company organization and
podjetja na splošno management in general
03.200.01 Prosti čas in turizem na Leisure and tourism in
splošno general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

CEN
CWA 5643-1
WORKSHOP
May 2021
AGREEMENT
ICS 03.100.01; 03.200.01
English version
Tourism and related services - Requirements and
guidelines to reduce the spread of Covid-19 in the tourism
industry (ISO/PAS 5643:2021)
This CEN Workshop Agreement has been drafted and approved by a Workshop of representatives of interested parties, the
constitution of which is indicated in the foreword of this Workshop Agreement.

The formal process followed by the Workshop in the development of this Workshop Agreement has been endorsed by the
National Members of CEN but neither the National Members of CEN nor the CEN-CENELEC Management Centre can be held
accountable for the technical content of this CEN Workshop Agreement or possible conflicts with standards or legislation.

This CEN Workshop Agreement can in no way be held as being an official standard developed by CEN and its Members.

This CEN Workshop Agreement is publicly available as a reference document from the CEN Members National Standard Bodies.

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Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.

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COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

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© 2021 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members.

Ref. No.:CWA 5643-1:2021 E
Contents Page
European foreword . 3

European foreword
The text of ISO/PAS 5643:2021 has been prepared by Technical Committee ISO/TC 228 "Tourism and
related services” of the International Organization for Standardization (ISO) and has been taken over as
protocols for tourism establishments and services” the secretariat of which is held by UNE.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
Endorsement notice
The text of ISO/PAS 5643:2021 has been approved by CEN as CWA 5643-1:2021 without any
modification.
PUBLICLY ISO/PAS
AVAILABLE 5643
SPECIFICATION
First edition
2021-05
Tourism and related services —
Requirements and guidelines to
reduce the spread of Covid-19 in the
tourism industry
Reference number
ISO/PAS 5643:2021(E)
©
ISO 2021
ISO/PAS 5643:2021(E)
© ISO 2021
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ii © ISO 2021 – All rights reserved

ISO/PAS 5643:2021(E)
Contents Page
Foreword .vi
Introduction .vii
1 Scope . 1
2 Normative references . 2
3 Terms and definitions . 2
4 COVID-19 risk management requirements . 3
4.1 General . 3
4.1.1 General requirements . 3
4.1.2 Legal requirements . 3
4.2 COVID-19 risk management group. 4
4.3 Contingency plan . 4
4.4 General measures for the tourist organization . 5
4.5 Staff . 5
4.5.1 General requirements . 5
4.5.2 Staff areas . 6
4.6 Informative measures . 6
4.7 Cleaning and disinfection requirements . 7
4.8 Heating, ventilating and air conditioning (HVAC) . 7
5 Specific requirements per tourist subsector . 8
5.1 Accommodation . 8
5.1.1 General. 8
5.1.2 Reception area and check-in service . 9
5.1.3 Bedrooms . 9
5.1.4 Holiday parks and campsites . 9
5.1.5 Hostels . 9
5.1.6 Hotels . . 9
5.1.7 Common areas . 9
5.1.8 Cleaning and disinfection requirements for accommodation .10
5.2 Adventure tourism and ecotourism .11
5.2.1 General.11
5.2.2 Before the activity .11
5.2.3 During the activity .11
5.2.4 After the activity .11
5.3 Beaches .12
5.3.1 General.12
5.3.2 Safe capacity .12
5.3.3 Access points .13
5.3.4 Security, lifesaving and first aid .13
5.3.5 Accessibility .13
5.3.6 Showers and foot-washers .13
5.3.7 Commercial activities .13
5.4 Catering services .14
5.4.1 General requirements .14
5.4.2 Kitchen .14
5.4.3 Services .15
5.5 Golf services .17
5.5.1 General requirements .17
5.5.2 Before play .17
5.5.3 During play.17
5.5.4 Facilities . .18
5.6 Medical and wellness spas .18
5.6.1 General.18
ISO/PAS 5643:2021(E)
5.6.2 Waiting areas, consultation areas .19
5.6.3 Treatments .19
5.7 MICE (meetings, incentives, conferences and events) tourism .20
5.7.1 General.20
5.7.2 Activity planning .20
5.7.3 Preparing and holding the activity .21
5.8 Museums and heritage sites .23
5.8.1 General.23
5.8.2 Welcoming, information and communication .23
5.8.3 Booking and ticket sales .23
5.8.4 Guided visits .24
5.8.5 Facility requirements .24
5.9 Natural protected areas (NPAs).24
5.9.1 General.24
5.9.2 Capacity control and safety distance in regard to the use of public
facilities and services .25
5.9.3 Welcoming and receiving users .25
5.9.4 Booking and ticket sales .25
5.9.5 Visiting NPAs .26
5.10 Night leisure .26
5.10.1 General requirements .26
5.10.2 Box offices, access and admission .26
5.10.3 Bars and drinks-dispensing services.26
5.10.4 Booking and special celebrations .27
5.11 Scuba diving . .27
5.11.1 General.27
5.11.2 General requirements .27
5.11.3 Equipment considerations .28
5.11.4 Compressors .29
5.11.5 Diving activity .29
5.12 Ski areas .30
5.12.1 General requirements .30
5.12.2 Access points and reception .30
5.12.3 Ski area .30
5.12.4 Rental of equipment and materials .30
5.12.5 Ski events and championships .31
5.12.6 Ski school .31
5.12.7 Kindergarten or snow garden .31
5.13 Theme and leisure parks .31
5.13.1 General requirements .31
5.13.2 User access and reception area .32
5.13.3 Performances and shows .32
5.13.4 Rides and entertainment facilities.32
5.14 Tourist transport .33
5.14.1 General.33
5.14.2 Booking .33
5.14.3 Terminals and offices .33
5.14.4 Requirements for vehicles .33
5.14.5 Rent-a-car .34
5.15 Tourist guides.34
5.15.1 General.34
5.15.2 Design of the visit or activities .34
5.15.3 Coordination of the tourist guide with other tourist service providers .35
5.15.4 Information and communication .35
5.15.5 Guided tours .35
5.16 Tourist visits .35
5.16.1 General.35
5.16.2 Design of tourist visits and related activities .36
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ISO/PAS 5643:2021(E)
5.16.3 Welcome at the site .36
5.16.4 Visits .36
5.17 Tourist information offices .37
5.18 Travel agencies .37
5.19 Unique public spaces .38
5.20 Yacht harbours and nautical activities .38
5.20.1 General.38
5.20.2 User service at offices .38
5.20.3 Operational activities .39
5.20.4 Common areas .39
5.20.5 Craft moorings .39
5.20.6 Rental of boats, ships, floating craft and complementary items .39
5.20.7 Complementary activities .39
5.20.8 Nautical sports schools and nautical activities .39
6 Ancilliary services and facilities to all subsectors .40
6.1 General .40
6.2 Common toilet facilities (including portable toilets), dressing rooms and lockers .40
6.3 Gyms .41
6.4 Swimming pools . .41
6.5 Valet service . .42
6.6 Children's play areas, sports activities and other recreational activities .42
6.7 Entertainment activities .42
6.8 Shopping areas .42
6.9 Lifts .42
Annex A (informative) Face masks .43
Annex B (informative) Accessibility considerations for the contingency plan design .45
Bibliography .47
ISO/PAS 5643:2021(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www .iso .org/
iso/ foreword .html.
This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/ members .html.
vi © ISO 2021 – All rights reserved

ISO/PAS 5643:2021(E)
Introduction
Tourism is one of the fastest growing economic sectors in the world and a key driver of socio-economic
progress. However, since the pandemic of COVID-19 started, caused by the SARS-CoV-2 coronavirus, the
tourism sector has been seriously affected. According to UNWTO (2021), due to COVID-19, the world
witnessed an unprecedented 73 % drop in international tourism recorded in 2020, a loss of 1,1 billon
international tourists and a loss of US$ 1,3 trillion in export revenues from tourism. Furthermore, 100
to 120 million jobs are currently effectively at risk.
With such an important impact on the economy, countries have seen the need to identify and implement
measures that reduce the spread of the pandemic and recover tourism confidence to travel and to
consume tourism services. In this regard, national, regional, public and private protocols with different
approaches and scopes have been developed against COVID-19 worldwide, and it seems relevant
and necessary to harmonize the measures to reduce the risk of contagion of SARS-CoV-2 in a single
protocol, which provides a framework to the countries with the agreed minimum requirements and
recommendations to consider during the time the risk of contagion exists.
This document specifies basic requirements and guidelines to prevent the spread of coronavirus in
the tourism industry and is complementary to the existing national protocols. These measures will
contribute to the recovery of the tourism sector and restore the confidence of travellers.
PUBLICLY AVAILABLE SPECIFICATION ISO/PAS 5643:2021(E)
Tourism and related services — Requirements and
guidelines to reduce the spread of Covid-19 in the tourism
industry
1 Scope
This document establishes requirements and recommendations for tourist organizations to prevent the
spread of coronavirus SARS-CoV-2 in order to protect their employees’ health from COVID-19 and to
provide safer tourist services and products to tourists and residents.
NOTE This document does not address after-work practices of employees.
This document applies to the whole tourism value chain, including the following 20 subsectors:
— accommodation
— adventure tourism and ecotourism
— beaches
— catering services
— golf services
— medical and wellness spas
— mice tourism
— museums and heritage sites
— natural protected areas (NPAs)
— night leisure
— scuba diving
— ski areas
— theme and leisure parks
NOTE This includes water parks, animal parks (zoos, aquariums, wildlife refuges) and family
entertainment centres.
— tourist transport
— tourist guides
— tourist visits
— tourist information offices
— travel agencies
— unique public spaces
— yacht harbours and nautical activities
ISO/PAS 5643:2021(E)
Each tourist organization is expected to conform only to those measures that apply to the services that
it offers, including the core requirements established in Clause 4, the relevant applicable subclause in
Clause 5 and the relevant applicable ancillary services and facilities in Clause 6.
NOTE The term tourist organization applies for all 20 subsectors.
2 Normative references
There are not normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1
contingency plan
set of measures and actions for responding to the COVID-19 pandemic
3.2
COVID-19
infectious disease caused by coronavirus SARS-CoV-2, whose most common symptoms are fever, dry
cough and tiredness
3.3
customer
user
tourist
visitor
guest
person who uses the different facilities and services provided by a tourist organization
3.4
risk
possibility of a person becoming infected with coronavirus SARS-CoV-2
3.5
risk management
coordinated activities to direct and control an organization with regard to risk
[SOURCE: ISO 31000:2018, 3.2]
3.6
safe capacity
maximum capacity at a facility (e.g. restaurant) or service (e.g. tour, activity) that allows people to keep
a safe distance, reducing the risk of contagion by the emission of aerosols and droplets
Note 1 to entry: The applicable legal framework can determine the safe capacity. The tourist organization can
also determine the safe capacity without exceeding the maximum specified by the legal framework, or when the
legal framework does not determine it.
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ISO/PAS 5643:2021(E)
3.7
safe conditions
situation in which the measures to minimize the risk of contagion of COVID-19 are observed
EXAMPLE Keeping a safe distance, using a face mask, performing disinfection tasks.
3.8
safety distance
measure to reduce the risk of transmission of the coronavirus SARS-CoV-2, minimizing exposure by
keeping a minimum separation between two people
Note 1 to entry: The World Health Organization (WHO) has established the minimum safety distance as 1 m at
the time of publication of this document. Most governments have established a safety distance of between 1 m
and 2 m.
Note 2 to entry: Countries with no specific regulations on safety distance can follow the WHO’s recommendations.
3.9
SARS-CoV-2
virus that causes COVID-19 illness
3.10
tourist organization
provider offering tourism services and products
EXAMPLE Company, contractor, destination management organization, foundation, self-employed person,
government body.
4 COVID-19 risk management requirements
4.1 General
4.1.1 General requirements
The tourist organization shall commit to risk management and the systematic implementation of
measures to minimize risk. The tourist organization shall:
a) set up a risk management group (4.2);
b) perform a risk assessment on SARS-CoV-2 infection;
c) draw up a plan of health and safety measures (contingency plan), based on the findings of the risk
assessment, to reduce the risk of SARS-CoV-2 infection.
4.1.2 Legal requirements
The tourist organization shall:
a) identify the legal requirements applicable to the services offered in the context of SARS-CoV-2
(e.g. use of face mask by staff, visitors or both);
b) determine how these requirements apply to the services offered;
c) ensure that these applicable legal requirements are taken into account when offering its services.
NOTE Data protection regulation is relevant when collecting and sharing information provided by the
tourist (e.g. visitors’ health information such as temperature).
ISO/PAS 5643:2021(E)
4.2 COVID-19 risk management group
The risk management group, which shall include employees’ representatives, shall be responsible for
defining strategies and decision-making to minimize the risk of contagion of SARS-CoV-2.
In small tourist organizations this risk management group can be an individual (e.g. owner, manager)
responsible for the definition and implementation of health and safety measures according to the risk
assessment. This person shall in any case consider employees’ advice.
Furthermore, the COVID-19 risk management group shall do the following:
a) Establish mechanisms for gathering information to make the best decisions (e.g. consult authorities,
employees, specialists) and to coordinate the group [among its members and with authorities,
external service providers, occupational risk prevention (ORP) responsible persons].
b) Ensure that the risk assessment is performed, considering the identification, analysis and
evaluation of the activities or facilities where the virus is more likely to be spread, as well as
considering the different transmission modes (aerosols, drops and contact), the characteristics of
the venue (e.g. indoors, outdoors) and the services provided.
The risk of contagion increases when one or several of the following factors take place:
— the safety distance is not respected;
— the space is enclosed, with no ventilation or poor ventilation;
— the time of exposure is long (>15 min);
— the humidity percentage is under 40 %;
— no face mask is used (either by the personnel, visitors or both).
c) Design a contingency plan (4.3) according to the risk assessment results, with health and safety
measures for both visitors and personnel.
Given the evolving nature of the disease, the COVID-19 risk management group shall refer to new
research results and additional necessary measures that will possibly be defined or published in the
future, including those the competent authorities will possibly impose.
4.3 Contingency plan
The contingency plan shall include at least the following:
a) The health and safety measures to be implemented in order to reduce the spread of SARS-CoV-2
and to protect both visitors and personnel, considering also the needs of people with any type
of disability (see recommendations given in Annex B) as well as vulnerable employees. These
measures shall be part of a comprehensive approach which considers, for example, the use of face
masks and other protective barriers, the redesign of services, the reduction of capacity in enclosed
spaces, hand hygiene, cleaning and disinfection activities. Specifically, the use of face masks (see
additional information in Annex A) as well as the provision of hand sanitizer in places with higher
risk of infection shall be determined in accordance with the risk assessment results.
b) The assignment of responsibilities to implement those measures and monitor their compliance, as
well as the allocation of material resources (e.g. face masks, physical barriers, shields or screens,
hand sanitiser), considering any possible restriction and service limitations. If a lack of material
resources is detected, the risk management group shall analyse the situation and take alternative
effective action.
c) A protocol in the event that an employee or user shows symptoms compatible with COVID-19 during
the service (e.g. guided tour) or inside the tourist facilities (e.g. at a campsite). This protocol shall
follow the advice of the competent authorities, if applicable.
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ISO/PAS 5643:2021(E)
The contingency plan shall be monitored to assess whether it is effective and modified if necessary.
4.4 General measures for the tourist organization
The tourist organization shall do the following:
a) Plan tasks and work processes to guarantee the safety distance. Safety distance shall be respected
in all activities and therefore the tourist organization shall control occupancy levels when
necessary. If this is not possible, other health and safety measures shall be ensured (e.g. use of
physical barriers or face masks).
b) Establish rules for the use of facilities and common spaces (e.g. in lifts, dining rooms, lobbies and
common areas, canteens, dressing rooms, permanent and/or temporary toilets); if employees work
in shifts, these should be planned whenever possible so that the same employees are always in the
same shift groups.
c) Provide health and safety guidelines with comprehensive, clear and legible information on health
and safety measures to apply in the workplace, before, during and after work. Posters can support
these guidelines.
d) Facilitate hand washing with soap and water or, if this is not possible, the use of hand sanitiser, and
provide adequate face masks for its use according to the risk assessment results.
NOTE Additional information on how to wash hands can be found at: https:// www .who .int/ gpsc/ 5may/
How _To _HandWash _Poster .pdf ?ua = 1
e) Train the staff in the correct use and maintenance of the protective equipment they use. These
training activiti
...