ISO 14785:2024

Overview - ISO 14785:2024 (Tourist information services)

ISO 14785:2024 specifies minimum quality requirements and recommendations for tourist information services offered onsite, online or in hybrid form. Published as the second edition, it updates the 2014 version to cover online tourist information, new digital services and strengthened normative annexes on sustainability and accessibility. The standard is intended for management organizations responsible for destination-level tourist information and promotion.

Key topics and technical requirements

• Scope and definitions: Clarifies terms such as Tourist Information Office (TIO), Tourist Information Service (TIS), stakeholders and accessible tourism.
• Information channels: Management organizations must define channels and include at minimum an online platform (website), email and contact telephone.
• Reliable data: Maintain a database of legally reliable information sources, updated at least annually.
• Content requirements: Provide impartial general and specific information including:
  • contact details and location of TIOs, maps and accessibility information
  • destination descriptions, itineraries, transport, parking and events
  • tourist service providers and emergency/health contacts
  • safety, ethics, weather, FAQs and other traveler services
• Formats and accessibility: Offer multiple formats (print, digital, screen-reader compatible) and printable sustainable-content; printed basic information must be available free at TIOs.
• Service quality: Defines general service requirements, commercial activity rules, and the need for statistics and analysis to inform management.
• Staff and training: Requirements for staff competence, training and human-centred onsite service.
• Infrastructure and maintenance: Requirements for online infrastructure, onsite facilities, cleaning and maintenance.
• Complaints management: Procedures for handling suggestions and complaints.
• Normative annexes: Best practices on sustainability and detailed accessibility requirements are normative parts of the document.

Practical applications and users

Who uses ISO 14785:2024:

• Destination Management Organizations (DMOs), national/regional tourism administrations and municipalities
• Tourist Information Office managers and staff
• Tourism promotion boards, event organizers and travel agencies
• Web/content managers, ICT providers and accessibility specialists
• Policymakers and auditors improving service quality and compliance

Practical uses:

• Standardize onsite and online tourist information and improve visitor experience
• Ensure accessibility and inclusion for people with diverse needs
• Guide staff training, infrastructure investment and digital service design
• Support destination promotion, emergency preparedness and impartial information delivery
• Benchmark service quality and collect reproducible statistics for decision-making

Related standards (if applicable)

• ISO 21902:2021 - referenced for terminology on tourism and accessibility
• ISO/PAS 5643:2021 - referenced in definitions

ISO 14785:2024 is a practical tool for enhancing tourist information services, aligning digital and physical channels, and promoting sustainable, accessible destination experiences.