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Code of Conduct for Icelandair Stopover Buddies and Customers

A trip to Iceland should be a fun, educational and unforgettable experience. Iceland is a culturally and environmentally diverse country, with an enormous amount of things to do and a fascinating history.

We hope you are looking forward to your time in Iceland or your flight transfer in Keflavík, as well as the event that you are attending.

We ask you to take a few moments to read through our Code of Conduct and consider the impact that your visit can have on local communities and natural environments before you arrive.


1. Scope

i) This Code of Conduct (“Code”) applies to all employees of Icelandair Group and its subsidiaries which have agreed to act as Stopover Buddies on the Icelandair Stopover Pass Program in its various forms: either a personal choice of activity or attending a pre-selected event with the customer during a stopover – “Stopover”, or assisting on a transfer/transit event at an airport – “Transit”. Here on in for the remainder of this Code these customers will collectively be known as Stopover or Transit Customers. 
ii) Please note that some of the clauses in this Code may be irrelevant for some of the passes that are included as part of the Stopover Pass Program, however it is important that this Code in general is understood.

2. Objectives

The Icelandair Stopover Pass Program will hopefully open up a new and exciting way for Icelandair’s Stopover or Transit Customers to enjoy more of the sights and sounds of Iceland and what the country has to offer. The objectives of this Code are:

i) To ensure that the Stopover Buddies possess correct principles concerning their service, and fine professional qualities and ethics in order to provide the highest standard of service for Icelandair Stopover or Transit Customers; 
ii) To encourage the continuing education and self-development of Stopover Buddies where relevant in order to enhance the experience for Stopover or Transit Customers; 
iii) To cultivate an earnest, responsible working attitude of Stopover Buddies;
iv) To uphold the reputation of Iceland tourism as well as Icelandair;
v) To ensure the service meets the requirements as set out in the Terms and Conditions, is constantly reviewed and improvements or changes added to ensure best practice requirements are available to any existing or future Stopover or Transit customer.

3. Principles

I. Stopover Buddies shall strive to provide the highest standard of service, in advance and on the day, in an honest and fair manner.

II. Stopover Buddies shall familiarise themselves with and act accordingly, to the provisions and spirit of this Code, all applicable regulatory requirements, Icelandair’s internal rules such as the Employee’s Manuals and uphold the principle of representing Iceland and its tourist industry. 

III. Stopover Buddies shall understand their duties, will obtain feedback from the Customers and be prepared and ready to contribute to the development of Icelandair’s Stopover or Via Service.

4. Stopover Buddies’ Professional Ethics

i. Provision of Highest Standard of Service. 
Stopover Buddies shall strive to provide Stopover or Transit Customers with the highest standard of service in accordance with the provisions of the terms and conditions of the Stopover Buddy Service and the agreed and shared itinerary or options. The agreed itinerary or shared itinerary or options shall not be altered without the knowledge of the Stopover or Transit Customers or only when circumstances/ situations or last minute agreed changes occur. Where possible Stopover Buddies will clearly explain the reasons for such alteration to the Stopover or Transit Customers and offer alternatives.
ii. Promoting a Spirit of Co-operation. 
Stopover Buddies shall maintain a good and incorruptible working relationship with key stakeholders and partners, such as specialist tour escorts and tour coach drivers and the staff of all service providers such as attractions, event management personnel, hotels, restaurants, tour and coach companies, to ensure that the services specified in terms and conditions are provided at the highest level. 
iii. Ensure respect is given by Stopover or Transit Customers with respect to the environment and citizens; communicate the need to be gracious and aware of individual requirements; promote, listen and learn about the geographical infrastructure and ensure Stopover or Transit Customers only leave ‘footprints’ and take only photos and memories.
iv. Abiding by the law. Stopover Buddies shall abide by, and help Stopover and Transit Customers to understand and abide by, the laws and ethical customs and practices of Iceland.
v. Stopover Buddies shall have the right to withdraw from the Stopover Buddy Service or an activity associated with the Stopover Pass Program if they feel there is a potential risk with respect to the integrity, reputation or safety of themselves, the Stopover or Transit Customer, a third party or Icelandair.

5. Compliance of Professional Ethics

Stopover Buddies shall adhere to professional ethics. When dealing with Stopover or Transit Customers they shall:

i. be dutiful, sincere, courteous and attentive; 
ii. speak and act cautiously, discreetly, and be objective in their attitude; 
iii. be knowledgeable about Iceland or their chosen part of Iceland or activity; 
iv. provide Stopover or Transit Customers with accurate information; 
v. respect the religious belief, customs and habits of Stopover or Transit Customers; 
vi. be punctual in performing duties; 
vii. not smoke, drink alcohol or gamble in the presence of Stopover or Transit Customers if it is considered inappropriate to do so or without their consent;
viii. not sell illicit items to Stopover or Transit Customers or recommend them to buy such items; 
ix. not seize or take away or attempt to seize or take away the travel documents of Stopover or Transit Customers unless such an act is made on proper grounds and lasts for a reasonable time and an indication of rationale and when they will be returned is given;
x. maintain appropriate professional boundaries and avoid improper contact or relationships and not attempt to establish an inappropriate relationship with any Stopover or Transit Customers by means which might include

i. communication of a personal nature;
ii. engaging in an inappropriate communication via the internet or by other means
iii. sending e-mails or text messages of an inappropriate nature;

xi. not discuss their own intimate and personal relationships and be mindful to maintain an appropriate balance between formality and informality when dealing with Stopover or Transit Customers;
xii. be aware of the potential dangers of being alone with a Stopover or Transit Customer;
xiii. not engage in behaviour of a criminal nature, especially related to sex, dishonesty, firearms, misuse of drugs and violence against a person or property or serious public order offences;
xiv. not partake in relationships of a sexual nature with Stopover or Transit Consumers
xv. prevent any injustice, such as bullying, sexual harassment or discrimination based on aspects that are not reasonable to implement, such as gender, age, religion, nationality, disability or sexual orientation.

6. Appearance

Stopover Buddies shall dress appropriately to enhance the professional image of Icelandair Stopover Buddy Service within the Stopover Pass Program. When performing their duties, Stopover Buddies shall always have identification to confirm the involvement with the Icelandair Stopover Buddy Service. Identification does not affect culpability and the Stopover or Transit Customer is clearly responsible for their own actions and have the required safety and necessary insurance cover.

7. Accessibility

Ensure that Stopover Buddies consider reasonable adjustments to the way they deliver their services and options so that disabled people can use them, and take reasonable steps to tackle any physical features of arrangement that prevent, or make it unreasonably difficult for disabled people to access their services, offering them a suitable alternative to meet their respective needs.

8. Promotion of Iceland

Stopover Buddies shall ensure sustained development of the service by:

i. always having regard first and foremost for the interests of Stopover or Transit Customers and the reputation of Icelandair and its goals and objectives within Iceland; and
ii. encouraging Stopover or Transit Customers to assist in protecting such tourism resources of Iceland as cultural and heritage sites, the natural environment and tourist attractions, and maintaining public hygiene and public order; and 
iii. acting as Icelandic ambassadors and actively promoting tourism as well as other local industries for the benefits of Iceland’s economy.

9. Principles on the acceptance of gratuities

i. To maintain a professional image, Stopover Buddies shall not collect gratuities by any coercive means, nor shall they exhibit dissatisfaction, provide sub-standard service or refuse to provide service because few or no gratuities are given. 
ii. Stopover Buddies shall follow Icelandair’s policies concerning gratuities and shall not make use of any fraudulent acts to collect them.

10. Principles governing potential tourist activities

I. Stopover Buddies shall only highlight potential tourist activities for Stopover or Transit Customers which are approved by Icelandair or the local tourist board and meet the potential requirements of the Stopover or Transit Customer.
II. Stopover Buddies shall not compel Stopover or Transit Customers to join potential tourist activities (including by such means as exerting group pressure or leaving Stopover or Transit Customers with no other choice), and shall allow Stopover or Transit Customers to choose freely whether to join such activities or not. 
III. Prior to arranging any potential tourist activities, Stopover Buddies shall explain clearly to Stopover or Transit Customers that the Icelandair Stopover Buddies Service is only a mechanism to open up options. The content, safety and responsibility issues will need to be duly considered prior to their participation. 
IV. Stopover Buddies shall advise of the appropriate alternatives and assist if possible for those Stopover or Transit Customers who choose not to join potential Stopover Pass Program activities. 
V. When discharging their duties, Stopover Buddies shall not engage in any activities other than those approved by Icelandair and as detailed in the agreed and planned program.

11. Any other additional charges

I. Stopover Buddies shall not in any way collect or collect for others, or attempt to collect or collect for others any fees from the Stopover or Transit Customer.
II. Stopover Buddies shall not in any way collect or attempt to collect any additional charges if people leave in the middle of the trip unless these charges were agreed to be paid on the trip in advance and clearly explained.

12. Safety of Stopover and Transit Customers

i. Stopover Buddies shall, as a top priority, always inform Stopover or Transit Customers of the safety requirements and remind them to be aware of their personal safety.
ii. In case of any accidents or Stopover or Transit Customers feeling unwell, Stopover Buddies shall help arrange immediate treatment for the Stopover or Transit Customers and seek assistance from Icelandair without delay. The Stopover Buddy shall report any strange or particular incident to the appropriate authorities if necessary. 
iii. If Stopover or Transit Customers are feeling unwell, Stopover Buddies shall immediately arrange for the Stopover or Transit Customers, in accordance with their wishes, to leave the Stopover Pass Program or take a rest at other suitable places. In case of urgency, Stopover Buddies shall arrange for the Stopover or Transit Customers to see a doctor or call the ambulance service as soon as possible.

13. Acceptance of Advantages

i. Icelandair has a zero tolerance approach to the making or receiving of bribes or corrupt payments, in any form. This type of conduct is absolutely prohibited whether committed by Stopover Buddies or anyone else acting on the Company’s behalf. 
ii. Stopover Buddies should not get involved in any business transactions that could result in personal benefit. Stopover Buddies should not use the position as an Icelandair employee to get discounts from contractors/suppliers/any stakeholder unless they are agreed discounts notified and made available to all Stopover Buddies.

14. Conflict of interest

i. Stopover Buddies shall avoid situations which may lead to an actual or perceived conflict of interest situation and report any unavoidable conflict of interest situations to Icelandair.
ii. Stopover Buddies shall carry out duties and responsibilities conscientiously and with proper regard to the Stopover or Transit Customers.

15. Handling of confidential information

i. Stopover Buddies shall abide by the relevant data protection law and shall not disclose any personal data regarding Stopover or Transit Customers without their consent and then only with the authorisation and agreement as deemed in the program with Icelandair. 
ii. Stopover Buddies who have access to or control of the above information shall at all times ensure its security and prevent any abuse or misuse of the information.

16. Interpretation, Enforcement and Penalty

This Code is monitored together with the Terms and Conditions of the Stopover Buddy Service and Stopover Pass Program and shall be observed by all Stopover Buddies. Enforcement and decisions on violations of this Code are made in accordance with interpretations by the Board of Directors of Icelandair. The Board has the power to penalise persons found in breach of this Code through Icelandair’s standard disciplinary procedures and reserves the right to amend any provisions of this Code if deemed necessary.

17. Marketing

Icelandair has the right to use any material which may be acquired during the Stopover Pass Program, such as videos, blog information and photographs. By participating in the Stopover Pass Program and Stopover Buddy Service, all Stopover Buddies grant Icelandair exclusive rights to use the material for marketing purposes at Icelandair, or its subsidiaries, sole discretion. Stopover Buddies can opt out from this clause by sending an email request to stopoverpass@icelandair.is.

Stopover or Transit Customers

Icelandair Stopover or Transit Customers can participate in the Icelandair Stopover Pass Program. Stopover Customers are those Customers who have booked a transatlantic flight from Europe to North America or North America that involves a stay in Iceland (with either a personal choice of activity or attending a pre-selected event). Transit Customers are those Customers who have booked a transatlantic flight from Europe to North America or North America that involves a transfer/transit in an airport in Iceland.

1. By participating in the Stopover Pass Program, Stopover or Transit Customers are aware of the Terms and Conditions and Code of Conduct and will adhere to the requirements of both.

2. Stopover or Transit Customers will respect the principles, service and professional qualities and ethics of their Buddy.

3. Stopover or Transit Customers will listen to all advice and be respectful at all times to Stopover Buddies and key stakeholders involved in the Stopver Pass Program who are striving to give them the service that they require.

4. Stopover or Transit Customers will conduct themselves in a manner which allows the Stopover Buddy to uphold the reputation of the Stopover Buddy Service and Stopover Pass Program, the Stopover Buddy, third party stakeholders and Icelandair.

5. Stopover or Transit Customers will be respectful of the environment and citizens of Iceland.

6. Stopover or Transit Customers will ensure their participation in the Stopover Pass Program conduct does not cause any damage to the environment, citizens, third party stakeholders, their Stopover Buddy or the reputation of Icelandair and they leave only ‘footprints’, taking with them only photographs and memories of their visit.

7. Stopover or Transit Customers shall abide by this Code of Conduct, the laws and ethical customs and practices of Iceland.

8. Stopover or Transit Customers shall have the right to withdraw from the Stopover Pass Program, Stopover Buddy Service or an activity if they feel there is a potential risk to themselves providing valid reasons are given.

9. Stopover or Transit Customers shall not buy or sell illicit items when taking part in the Stopover Pass Program.

10. Stopover or Transit Customers shall provide, if asked, all relevant documentation.

11. Stopover or Transit Customers shall not engage in improper contact or relationships and not attempt to establish an inappropriate relationship with the Stopover Buddy including, but not limited to, email, text or communication via the internet of an inappropriate nature.

12. Stopover or Transit Customers will not engage in behaviours of a criminal nature, especially related to sex, dishonesty, firearms, misuse of drugs and violence against a person or property or serious public order offences.

13. Stopover or Transit Customers shall not partake in relationships of a sexual nature.

14. Stopover or Transit Customers shall not partake in any injustice, such as bullying, sexual harassment, or discrimination based on aspects that are not reasonable to implement, such as gender, age, religion, nationality, disability or sexual orientation.

15. Stopover or Transit Customers shall dress appropriately for the duration of the Stopover Pass Program.

16. Stopover or Transit Customers shall be responsible for their own actions.

17. Stopover or Transit Customers shall have the appropriate level of insurance cover at all times and provide proof to the Stopover Buddy and Icelandair when requested.

18. Stopover or Transit Customers shall assist in protecting such tourism resources of Iceland as cultural and heritage sites, the natural environment and tourist attractions, and maintaining public hygiene and public order.

19. Stopover or Transit Customers shall, when making a purchase of goods or services at their own cost, understand their consumer rights, which include:

  • the right to make or not to make purchases, 
  • the right to obtain information on products and services, 
  • the freedom to choose products and services, and 
  • the right to complain, and/or request their purchases to be exchanged or refunded as with any local law

20. Stopover or Transit Customers shall ensure they are medically fit to partake in the activities planned and notify the Stopover Buddy of anything or any medical conditions that may affect their ability to take part.

21. Stopover or Transit Customers shall notify their Stopover Buddy if they are feeling unwell during the program so the Stopover Buddy can assist with making the necessary arrangements for treatment.

22. Stopover or Transit Customers shall abide by the relevant data protection law and shall not disclose any personal data regarding the Stopover Buddy without their consent and then only with the authorisation and agreement as deemed in the program with Icelandair.

Stopover or Transit Customers who have access to or control of the above information shall at all times ensure its security and prevent any abuse or misuse of the information.

23. Stopover or Transit Customers acknowledge that Icelandair has the right to use any material which may be acquired during the Stopover Pass Program, such as videos, blog information and photographs. By participating in the Stopover Pass Program, all Stopover or Transit Customers grant Icelandair exclusive rights to use the material for marketing purposes at Icelandair, or its subsidiaries, sole discretion. 

24. This Code of Conduct together with the Terms and Conditions of the Stopover Buddy Service and Stopover Pass Program and shall be observed by all Stopover or Transit Customers.