tourism

Consumer groups want more protections enacted for tourists

The government plans to enact a new law in September that will regulate tourism.

But some say the proposed law does not provide relief for those who receive bad service.

David Mesa/LA PRENSA

bon voyage:Changes in the country’s tourism laws are aimed at boosting the quality of service in the industry. Some say the changes should include more protections for visitors. 1031390

Giovani Fletcher, president of the Instituto Panameño de Derecho del Consumidor y el Usuario, is pushing for better mechanisms to protect tourists from shoddy service.

Fletcher said that the law being formulated to create the Autoridad de Turismo de Panama does not go far enough in protecting visitors.

"A tourist can complain by e-mail," Fletcher said, "but this does not guarantee appropriate representation or the resolution of the problem."

Fletcher said that consideration should be given to the creation of an "arbitration forum" that can address consumer complaints.

The new law is still being written, according to Sara Sánchez, the secretary general of the Instituto Panameño de Turismo (Ipat), and it is scheduled to be finalized in August for implementation in September.

Currently, tourists and others can turn only to the Protección al Consumidor y Defensa de la Competencia (Acodeco) with their complaints.

The new legislation, however, is expected to contain a section that gives tourists a way to complain directly to the new Autoridad de Turismo by submitting thier grievances electronically to the agency's web site. According to the proposed legislation, that will make it easier for the Autoridad to monitor the industry. The information would also be made public, so that potential tourists can see what problems have been previously reported.

Fletcher conceeded that the law, as it now stands, allows tourists to make complaints, but argued that it does not provide them with a means for seeking compensation.

An Acodeco official who asked not to be identified said that any non-resident filing a complaint with the agency would have to either remain in Panama to see it through or appoint a representative to appear before the agency.

Jaime Campuzano, the president of the Cámara de Turismo de Panama, agrees tourists need more protection as the industry grows. He said that he is in favor of a proposal to certify businesses catering to tourists to ensure that they provide quality service. He said this is a key to improving the country's tourism industry.

The law calls for economic sanctions, including the loss of certification, if a business fails to meet certain standards.