Thème 4 : Les contrats liés à la relation avec le client

Thème 4 : Les contrats liés à la relation avec le client

Les instruments de paiement

Les contrats d'assurance liés aux voyages

L'e-contrat de voyage

Les dispositions protectrices du consommateur

10

09

08

07

05

Les dispositions légales régissant la vente de voyage et de séjour

04

Les modes alternatifs de résolution des conflits relatifs aux contrats

03

La responsabilité contractuelle

02

L'inexécution des contrats

01

Principes généraux sur les contrats, formation et conditions de validité

06

L'obligation pré-contractuelle d'information et de conseil

Index

Partie 1 : Principes généraux sur les contrats, formation et conditions de validité

I. Définition juridique du contrat

Partie 1 : Principes généraux sur les contrats, formation et conditions de validité

II. Les éléments essentiels à la formation d’un contrat

3. L’objet du contrat 4. La cause licite du contrat (finalité licite)

1. Le consentement 2. La capacité juridique

Partie 1 : Principes généraux sur les contrats, formation et conditions de validité

III. Les phases de formation du contrat

3. Moment et lieu de formation du contrat

2. L’acceptation

1. L’offre

Partie 1 : Principes généraux sur les contrats, formation et conditions de validité

IV. Conditions de validité du contrat et sanctions en cas d’irrégularité

2. Sanctions en cas d'irrégularité

1. Conditions cumulatives de validité

Partie 2. L'inexécution des contrats (avec articles de loi)

I. Définition de l'inexécution du contrat

3. Inexécution retardée

1. Inexécution totale

2. Inexécution partielle

Partie 2. L'inexécution des contrats (avec articles de loi)

II. Distinction entre inexécution totale, partielle et retardée

4. Les dommages et intérêts

1. L’exécution forcée

2. La réduction du prix 3. La résolution du contrat

Partie 2. L'inexécution des contrats (avec articles de loi)

III. Les sanctions possibles en cas d'inexécution

Partie 2. L'inexécution des contrats (avec articles de loi)

IV. Importance des clauses contractuelles prévoyant les conséquences de l’inexécution

2. La responsabilité délictuelle (extracontractuelle)

1. La responsabilité contractuelle

Partie 3. La responsabilité contractuelle

I. Définition et distinction entre responsabilité contractuelle et responsabilité délictuelle

3. Un lien de causalité direct

2. Un dommage (préjudice)

1. Une faute contractuelle

Partie 3. La responsabilité contractuelle

II. Conditions d’engagement de la responsabilité contractuelle

2. Clause exonératoire de responsabilité

1. Clause limitative de responsabilité

Partie 3. La responsabilité contractuelle

III. Les clauses limitatives ou exonératoires de responsabilité

Partie 4. Les modes alternatifs de résolution des conflits relatifs aux contrats (MARC)

I. Présentation des différents modes alternatifs

3. L’arbitrage

2. La conciliation

1. La médiation

Partie 4. Les modes alternatifs de résolution des conflits relatifs aux contrats (MARC)

II. Avantages et limites des MARC

2. Limites

1.Avantages

Partie 4. Les modes alternatifs de résolution des conflits relatifs aux contrats (MARC)

III. Choix d’un mode adapté au contexte touristique

3. Arbitrage : litiges complexes ou internationaux

2. Conciliation : proposition de solutions concrètes souhaitées

1. Médiation : contexte relationnel privilégié

Partie 4. Les modes alternatifs de résolution des conflits relatifs aux contrats (MARC)

IV. Cadre légal spécifique dans le secteur du tourisme

Partie 5. Les dispositions légales régissant la vente de voyage et de séjour

I. Le cadre réglementaire : Le Code du tourisme

3. Les assurances

1. L’immatriculation

2. Les garanties financières

Partie 5. Les dispositions légales régissant la vente de voyage et de séjour

II. Les obligations spécifiques des professionnels du tourisme

2. Modalités d’exécution du contrat

1. Le contenu obligatoire du contrat

Partie 5. Les dispositions légales régissant la vente de voyage et de séjour

III. Le contrat de vente de voyages : contenu obligatoire et modalités d'exécution

Partie 5. Les dispositions légales régissant la vente de voyage et de séjour

IV. Sanctions en cas de non-respect des obligations légales

Partie 6. L'obligation pré-contractuelle d'information et de conseil

I. Importance de l’information préalable à la signature du contrat

2. Modalités pratiques de cette obligation

1. Contenu précis de l’information

Partie 6. L'obligation pré-contractuelle d'information et de conseil

II. Contenu et modalités de l’obligation d’information et de conseil

3. Sanctions pénales potentielles

2. Sanctions administratives et commerciales

1. Engagement de la responsabilité civile du professionnel

Partie 6. L'obligation pré-contractuelle d'information et de conseil

III. Conséquences juridiques du non-respect de cette obligation

Partie 7. Les dispositions protectrices du consommateur

I. Réglementations spécifiques protégeant les consommateurs de voyages

3. La protection des données personnelles

2. L’information claire et précise

1. Le droit de rétractation

Partie 7. Les dispositions protectrices du consommateur

II. Contrôles administratifs et judiciaires en matière de protection des consommateurs

2. Contrôles judiciaires

1. Contrôles administratifs

Partie 7. Les dispositions protectrices du consommateur

II. Sanctions applicables en cas de violation

3. Sanctions pénales

2. Sanctions administratives

1. Sanctions civiles

Partie 8. L’e-contrat de voyage

I. Particularités juridiques du contrat électronique

2. Preuve électronique

1. Confirmation de l’offre et du contrat électronique

Partie 8. L’e-contrat de voyage

II. Conditions de validité spécifiques à la vente en ligne

1. Obligation renforcée d’information

3. Obligation de sécurité des transactions électroniques

2. Obligation de transparence et loyauté

Partie 8. L’e-contrat de voyage

III. Obligations du vendeur en ligne : information, transparence, sécurité

1. • Sanctions civiles

3. • Sanctions pénales

2. • Sanctions administratives

Partie 8. L’e-contrat de voyage

IV. Conséquences du non-respect des obligations liées à l’e-contrat

3. Assurance responsabilité civile

2. Assurance assistance rapatriement

1. Assurance annulation

Partie 9. Les contrats d'assurance liés aux voyages

I. Les différents types d’assurances voyage

3. Conséquences en cas de défaut d’information

2. Modalités pratiques d’information

1. Contenu de l’obligation d’information

Partie 9. Les contrats d'assurance liés aux voyages

II. Obligation d'information sur les garanties proposées et leurs limites

3. Modalités d’indemnisation

2. Instruction et évaluation du sinistre

1. Déclaration du sinistre

Partie 9. Les contrats d'assurance liés aux voyages

III. Gestion des sinistres et modalités d’indemnisation

Partie 9. Les contrats d'assurance liés aux voyages

IV. Obligations spécifiques du professionnel touristique

Partie 10. Les instruments de paiement

I. Les différents instruments de paiement utilisables dans le tourisme

4. Paiement en ligne sécurisé

2. Virement bancaire 3. Chèques vacances (ANCV)

1. Carte bancaire

Partie 10. Les instruments de paiement

II. Sécurisation des transactions financières

2. Obligations légales de sécurité

1. Sécurisation technique des paiements

Partie 10. Les instruments de paiement

III. Droits et obligations des parties en cas d’incidents de paiement

3. Incident de paiement par virement bancaire

2. Incident lié au chèque ou chèque vacances

1. Incident de paiement par carte bancaire

Partie 10. Les instruments de paiement

IV. Conséquences juridiques en cas d’incidents graves de paiement

2. • Sanctions pénales (cas graves, fraude manifeste)

1.• Sanctions civiles

Conclusion

La maîtrise des notions juridiques liées aux contrats est indispensable aux futurs professionnels du tourisme. Comprendre la formation des contrats, gérer l'inexécution et appliquer les règles de responsabilité permet de sécuriser les transactions et protéger les consommateurs. Les modes alternatifs de résolution des conflits assurent une gestion efficace et amiable des litiges, préservant ainsi la réputation des professionnels. Les règles spécifiques à la vente de voyages, à l'information pré-contractuelle et à la protection des consommateurs garantissent transparence et confiance dans les échanges. Les particularités des contrats électroniques, des assurances et des instruments de paiement nécessitent une adaptation constante aux technologies et aux exigences modernes de sécurité. Ainsi, la connaissance approfondie de ces thèmes permet aux professionnels du tourisme d’assurer sécurité, confiance et réussite commerciale durable dans leur relation avec les clients.

Have a good trip!

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Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like! Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

• Generate experiences with your content.
• It’s got the Wow effect. Very Wow.
• Make sure your audience remembers the message.