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

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Created on March 20, 2025

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Transcript

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

Index

Principes généraux sur les contrats, formation et conditions de validité

01

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

06

L'inexécution des contrats

Les dispositions protectrices du consommateur

02
07

La responsabilité contractuelle

03

L'e-contrat de voyage

08

Les modes alternatifs de résolution des conflits relatifs aux contrats

04

Les contrats d'assurance liés aux voyages

09

Les dispositions légales régissant la vente de voyage et de séjour

05

Les instruments de paiement

10

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. La réalisation de l’accord des volontés

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

III. Les éléments essentiels à la formation d’un contrat1. Les conditions de validité du contrat

c. Un objet certain d. La cause licite du contrat (finalité licite)

a. Un consentement exempt de vice b. La capacité des parties

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

III. Les éléments essentiels à la formation d’un contrat 2. La nullité des contrats

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

IV. Les phases de formation du contrat

2. La classification des contrats

1. Définition

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

IV. Les phases de formation du contrat

4. Le principe d’autonomie de la volonté et évolutions récentes

3. La formation du contrat comporte plusieurs étapes essentielles

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

V. 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

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

II. Distinction entre inexécution totale, partielle et retardée

3. Inexécution retardée

1. Inexécution totale

2. Inexécution partielle

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

III. Les sanctions possibles en cas d'inexécution

4. Les dommages et intérêts

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

1. L’exécution forcée

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

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

Partie 3. La responsabilité contractuelle

I. Définition et distinction entre responsabilité contractuelle et responsabilité délictuelle

2. La responsabilité délictuelle (extracontractuelle)

1. La responsabilité contractuelle

Partie 3. La responsabilité contractuelle

II. Conditions d’engagement de la responsabilité contractuelle

1. Une faute contractuelle

2. Un dommage (préjudice)

3. Un lien de causalité direct

Partie 3. La responsabilité contractuelle

III. Les clauses limitatives ou exonératoires de responsabilité

1. Clause limitative de responsabilité

2. Clause exonératoire 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

2. Conciliation : proposition de solutions concrètes souhaitées

3. Arbitrage : litiges complexes ou internationaux

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

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

II. Les obligations spécifiques des professionnels 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

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

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

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

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

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

2. Modalités pratiques de cette obligation

1. Contenu précis de l’information

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

III. Conséquences juridiques du non-respect de cette obligation

1. Engagement de la responsabilité civile du professionnel

2. Sanctions administratives et commerciales

3. Sanctions pénales potentielles

Partie 7. Les dispositions protectrices du consommateur

I. Réglementations spécifiques protégeant les consommateurs de voyages

2. L’information claire et précise

3. La protection des données personnelles

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

2. Sanctions administratives

3. Sanctions pénales

1. Sanctions civiles

Partie 8. L’e-contrat de voyage

I. Particularités juridiques du contrat électronique

Partie 8. L’e-contrat de voyage

II. Conditions de validité spécifiques à la vente en ligne

2. Preuve électronique

1. Confirmation de l’offre et du contrat électronique

Partie 8. L’e-contrat de voyage

3. Obligation de sécurité des transactions électroniques

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

2. Obligation de transparence et loyauté

1. Obligation renforcée d’information

Partie 8. L’e-contrat de voyage

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

3. • Sanctions pénales

1. • Sanctions civiles

2. • Sanctions administratives

Partie 9. Les contrats d'assurance liés aux voyages

I. Les différents types d’assurances voyage

1. Assurance annulation

2. Assurance assistance rapatriement

3. Assurance responsabilité civile

Partie 9. Les contrats d'assurance liés aux voyages

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

1. Contenu de l’obligation d’information

3. Conséquences en cas de défaut d’information

2. Modalités pratiques d’information

Partie 9. Les contrats d'assurance liés aux voyages

III. Gestion des sinistres et modalités d’indemnisation

1. Déclaration du sinistre

3. Modalités d’indemnisation

2. Instruction et évaluation du sinistre

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

2. Virement bancaire 3. Chèques vacances (ANCV)

4. Paiement en ligne sécurisé

1. Carte bancaire

Partie 10. Les instruments de paiement

II. Sécurisation des transactions financières

1. Sécurisation technique des paiements

2. Obligations légales de sécurité

Partie 10. Les instruments de paiement

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

2. Incident lié au chèque ou chèque vacances

3. Incident de paiement par virement bancaire

1. Incident de paiement par carte bancaire

Partie 10. Les instruments de paiement

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

1.• Sanctions civiles

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

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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  • Make sure your audience remembers the message.

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

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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.

Got an idea?

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.

Got an idea?

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.

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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.
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  • Generate experiences with your content.
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  • Make sure your audience remembers the message.

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  • Generate experiences with your content.
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Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:

  • Visit the Analytics settings;
  • Activate user tracking;
  • Let the communication flow!

Got an idea?

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.

Got an idea?

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.
Got an idea?

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:

  • Visit the Analytics settings;
  • Activate user tracking;
  • Let the communication flow!

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.

Got an idea?

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.