Responsible consumer communication
Clear, accurate and transparent sustainability communication towards clients, business partners and other stakeholders is an important principle for Travelife companies worldwide, regardless of the market in which they operate.
New European consumer rules strengthen the role of independent certification in sustainability communication. For tour operators and travel agencies, this creates an opportunity to communicate their sustainability efforts and achievements on the basis of independently assessed and verifiable requirements.
From 27 September 2026, the EU Empowering Consumers for the Green Transition Directive (EMPCO) will apply across the European Union. The Directive introduces stricter rules for environmental and sustainability claims and for the use of sustainability labels. In particular, sustainability labels must be established by a public authority or be based on a certification scheme meeting the requirements set by the Directive.
For companies holding a valid Travelife Partner recognition or Travelife Certified certification, this provides an independently assessed basis for communicating their sustainability approach and achievements with greater confidence. Rather than relying only on self-declared sustainability credentials, companies can refer to established Travelife criteria, independent assessment and their verified recognition level.
Certification does not mean that companies can make unlimited or general claims that their company, products or holidays are simply “sustainable”. Sustainability claims must remain clear, accurate and consistent with what has actually been assessed. Travelife therefore provides recognised companies with training and Communication Guidelines for the correct use of the Travelife recognition and logo and for related consumer communication.
Travelife and the EMPCO requirements for certification schemes
EMPCO not only sets requirements for companies communicating sustainability information to consumers. It also establishes specific conditions for the certification schemes on which sustainability labels are based.
Travelife has reviewed its certification system against these requirements. The four requirements for certification schemes and the way in which Travelife addresses them are explained below.
Open, transparent and non-discriminatory access
EMPCO requires certification schemes to be open under transparent, fair and non-discriminatory conditions to all businesses willing and able to comply with the scheme requirements.
Travelife is open to tour operators and other travel companies worldwide that fall within the scope of the programme and are willing and able to meet the applicable requirements. Participation is not dependent on membership of a particular trade association or on the size or geographic location of the company.
The applicable Travelife criteria and programme requirements are publicly available, and companies are assessed against the same applicable requirements and procedures for their recognition level.
Criteria developed with experts and stakeholders
EMPCO requires the requirements of a certification scheme to be developed by the scheme owner in consultation with relevant experts and stakeholders.
The Travelife criteria were originally developed through a broad multi-stakeholder process with support from the European Union. Tourism companies, universities, governments, tourism industry associations and civil society organisations participated in their development.
The criteria build on internationally recognised sustainability principles, guidelines and good practices and translate these into practical requirements specifically applicable to tour operators and travel agencies.
Travelife periodically reviews and updates its criteria in consultation with tourism companies, sustainability experts and other relevant stakeholders. This helps ensure that the Travelife Standard continues to reflect developments in sustainability knowledge, legislation and recognised good practices while remaining practically applicable within the tourism sector.
Learn more about the Travelife Standard and criteria
Procedures for non-compliance, suspension and withdrawal
EMPCO requires certification schemes to have procedures for dealing with non-compliance and to provide for the suspension or withdrawal of the right to use the sustainability label where scheme requirements are not met.
Travelife has documented procedures for identifying and addressing non-conformities. Where an assessment or audit identifies that an applicable requirement has not been met, corrective action and supporting evidence may be required within a defined timeframe.
Serious, repeated or unresolved non-conformities, or failure to continue meeting applicable programme requirements, can result in the suspension or withdrawal of Travelife recognition or certification.
The right to use the Travelife Partner or Travelife Certified logo is linked to a valid Travelife status. Companies whose status has expired, been suspended or been withdrawn may not present themselves as holding a valid Travelife recognition or certification or use the corresponding Travelife logo.
Travelife also provides documented appeals and complaints procedures through which companies and other stakeholders can raise concerns relating to assessments, certification decisions, recognised or certified companies, or the use of Travelife recognition and certification.
Independent monitoring
EMPCO requires compliance with certification scheme requirements to be monitored through an objective procedure carried out by a third party whose competence and independence from both the scheme owner and the company being assessed are based on international, EU or national standards and procedures. The Directive specifically refers to ISO/IEC 17065 as an example of a relevant international standard.
Independent assessment is a fundamental principle of the Travelife recognition and certification system. Travelife Partner and Travelife Certified are based on verification against established criteria and objective evidence requirements by independent, competent and qualified assessors and auditors.
Assessments are conducted according to documented procedures, including requirements relating to competence, independence, impartiality and the avoidance of conflicts of interest.
The Travelife conformity assessment system is based on internationally recognised principles for certification and conformity assessment, including the relevant principles of ISO/IEC 17065 and the Tourism Sustainability Certification - Conformity Assessment Scheme (TSC-CAS).
Travelife Partner is based on an independent third-party desk-based assessment against the applicable Partner criteria. Travelife Certified requires independent third-party assessment against the full Travelife Certified Standard, including an on-site audit.
Both levels are reassessed every two years to verify continued compliance with the applicable Travelife requirements.
Communicating your Travelife status
Companies holding a valid Travelife Partner recognition or Travelife Certified certification may communicate their status and use the corresponding Travelife logo in accordance with the Travelife Communication Guidelines.
These guidelines form part of the Travelife programme requirements and are designed to ensure that Travelife recognition is communicated in a clear, accurate, specific and transparent manner. They include requirements for the use of the Travelife logos and guidance on how companies should describe the scope and level of their recognition.
Travelife also provides a dedicated Information for Travelers website where consumers and other stakeholders can find information about the Travelife programme, recognition levels, publicly available criteria, assessment process and the meaning of the Travelife logo. The public Travelife Register enables users to verify whether an individual company currently holds a valid Travelife recognition.
Travelife also provides a dedicated consumer information website where travelers and other stakeholders can find information about the Travelife programme, recognition levels, publicly available criteria, assessment process and the meaning of the Travelife logo. The public Travelife Register enables users to verify whether an individual company currently holds a valid Travelife status.
Together, the certification system, independent assessment, communication requirements and public consumer information provide Travelife companies with a transparent and independently verified basis for communicating their sustainability efforts and achievements.
