Overview - What ISO 13810:2022 covers
ISO 13810:2022 is an international standard for tourism and related services that sets out requirements and recommendations for guided and self‑guided visits to industrial, natural, cultural and historical sites. It helps service providers design, deliver and manage visits so visitors can learn about site values or how a product/service is developed (industrial tourism). The document covers visits, related services, facilities, equipment and operations that affect the quality, safety and visitor experience. It does not apply to natural protected areas covered by ISO 18065 or to recognized museums.
Key topics and technical requirements
The standard addresses practical, service‑level elements that affect visitor experience and operational consistency:
- Scope and definitions: Clarifies terms such as tourist visit, industrial tourism and accessibility.
- General requirements: Define visit itineraries, visitor numbers, courtesy rules, schedules and accessibility considerations.
- Staff and training:
- Organizational charts, job descriptions and competence documentation.
- Training programmes including induction, visitor courtesy, safety, emergency procedures and basic life support.
- Guide competencies: subject knowledge, communication skills, visibility (badge/uniform), adaptability and Q&A handling.
- Information and communication:
- Up‑to‑date, accessible information (website and written formats) including objectives, duration, content, limits/risks, accessibility, price, booking and safety instructions.
- At least two contact channels and language considerations for target audiences.
- Booking and confirmation: Booking procedures, response times (reply within two working days) and confirmation content requirements.
- Visits management: Introduction, development and closure phases of visits; itinerary adherence and group adaptation.
- Facilities and equipment: Signage, access, parking, toilets, visited areas and sales zones.
- Safety, security and visitor feedback: Risk management, emergency preparedness and mechanisms to measure and monitor visitor satisfaction.
- Annexes: Factors for visit design and internal service recommendations.
Practical applications - Who uses ISO 13810:2022
ISO 13810 is intended for a wide range of tourism stakeholders:
- Tour operators and guides offering guided or self‑guided tours
- Industrial site owners developing industrial tourism experiences
- Cultural and historical site managers (non‑museum heritage sites)
- Visitor centres, local DMOs and tourism SMEs seeking consistent quality and safety practices
- Consultants and auditors advising on service design, accessibility and visitor experience
Applying ISO 13810 helps improve visitor satisfaction, site safety, accessibility, and the commercial viability of heritage or industrial tourism products.
Related standards
- ISO 18065 - applies to natural protected areas (ISO 13810 excludes these).
- Accessibility and tourism standards referenced in ISO publications (see ISO Online Browsing Platform for related terminology).
Keywords: ISO 13810:2022, tourism standard, industrial tourism, guided visits, self‑guided visits, visitor safety, accessibility, visitor experience, tourism service providers.