Dealing with Customer Complaints and Emergencies

In this course, tour guides and prospective tour guides will explore how to provide excellent customer service on your trips! You will understand the diverse types of customers and get to know their expectations and how to manage those. This course will further teach you how to manage customers’ complaints and how to react in an emergency.

Who is this course for? 

The course is intended for tour guides and prospective tour guides and anyone interested in the topic

What will you learn? 

• You will get an overview of the types of customers
• You will learn about the importance of knowing and managing customers’ expectations
• You will learn how to deal with customers’ complaints and how to react in emergencies

Keywords: Tour guiding, types of customers, customer expectations, customer complaints, customer service

Introduction to Dealing with Customer Complaints

Lesson 1: Introduction

Introduction

The success of professional tour guiding and of each tour is knowing your customers. And with that, welcome to the 6th learning unit.  Effective care for customers essentially means understanding their needs and expectations and finding ways to meet and exceed them. Many needs relate to a particular service whilst on tour, are connected to information and advice or assistance.

As tour guides, we are the first point of contact for our guests. There are two things that we have to react to immediately: emergencies and customer complaints. Customer complaints can always come up and they can have many different causes. It’s essential that we respond to complaints. 

In this learning unit, we’ll focus on how such complaints arise, how we as tour guides can address them, and what we need to be aware of. 

As well as customer complaints, we also have to respond directly to emergencies. We addressed the topic of health emergencies in the previous learning unit. This learning unit will now deal with emergencies that arise, for example, from theft or when a vehicle breaks down. However, this topic also includes major events over which we have no influence, such as terror attacks or natural disasters. We’ll talk about crisis prevention and management in such situations.

I’m delighted that you’re joining me on this next part of our journey. Let’s get started right away.

Types and Diversity of Customers

Lesson 1: Types of customers

Tour guides will be working with a variety of different customers which can be both, external as well as internal customers.

External Customers

Customers using the service provided by your organisation. These are called: guests, visitors, participants, travellers, tourists etc. You will be interacting with them whilst on tour or prior per email or on the phone. These can consist of:

• Existing customers (returning guests)
• New customers
• Different age groups (e.g. children, elderly people)
• Different cultures and languages
• Different gender 
• Different educational backgrounds
• Customers with individual and/or special needs

Internal Customers:

People within the organisation you are a providing a service to:

• Colleagues (working directly with or in other departments of your organisation) 
• Supervisors (member of management)

Direct/external customers

Since external customers are the direct customers here, I would like to take a closer look at this category together with you.

International traveling has become affordable for more people worldwide. Nowadays people from all age groups take part in group and educational tours.

Who are your direct customers?

To establish who your direct customers are, you must apply your research skills prior to each tour by:

• Studying tour brochures and tour descriptions. Which services will be provided? Which type of accommodation? Luxury or standard? Which type of activities? Hiking or boat trips?
• Enquiring guest lists from the tour organiser.
• Establishing contact and pursuing exchange with internal stakeholders in order to investigate your customer base.

As a general rule, tour groups are more heterogeneous than homogeneous and consist in general of – usually disproportionately represented – guests. 

I have written some of the most common characteristics of group tour customers on the flashcards.

Age

Within the age group between 50 and 70 years

Educational background

With middle and higher level of education

Gender

Women traveling alone

They all have made a conscious decision to participate in a group tour! This means that the needs of the individual must be taken more into account.

Now it’s your turn!

• Analyse a tour brochure/tour description for your country/region and identify what types of customers this specific tour would attract according to the services.
• Analyse 2 different tour brochures/tour descriptions for your country/region. Identify the types of customers for these tours, compare and sketch 2 different customer profiles.

Lesson 2: Diversity of customers

Introduction

Each guest and customer are unique. The differences must be perceived and respected by tour guides. This includes for example, age, which can differ significantly within the group. But the language should also be taken into account. The language level is often very different, especially among non-native speakers. Last but not least, impairments of all kinds are always an important factor when it comes to planning a guided tour.

Ensuring and safeguarding diversity includes accepting and respecting as well as accommodating. It is also about the different ethnic and cultural backgrounds of the participants. Misunderstandings can quickly arise that could have been avoided. The same applies to religious beliefs, for example. It is good to be mindful and respectful at all times.

Tour guides need to be inclusive, accommodating all guests according to the principles of equality and diversity. There are some socioeconomic criteria within diversity which are particularly important to consider in planning for tour guiding. These include the income and financial possibilities of the guests, which can vary greatly within the group, as can a guest’s family status. Families with children, for example, may have different demands and needs than people travelling alone or without children.

Considering customers’ diversity in tour planning and delivery

Age

• Seniors (over 65)/war and lacks generation (age 55-64 retired couples or single pensioners) 
• Generation of social change (age 45-54 couples without children or which have left the house)
• Suburban generation (age 35 -44 couples with children age 7-15 years)
• Wealth generation (age 25-34, married, no children or one child up to 7 years)
• Generation of consumption (age 15-24, adolescents and young people, unmarried)
• Video games generation (age 12-14, strongly influence parents’ choice of holiday activities)

Income

• Low-income tourists, who rarely go on holiday. Not much interested in comfort, but in price. Customers may not be so much interested in luxury (e.g. standard accommodation etc.), but insist in fulfilment and quality of service as many have saved a long time for this trip. Complaints about non-fulfilment of services are likely. 
• Average condition tourists who form the majority of customers, more demanding in relation to comfort, but also more willing to spend money on various services/extra packages and open to the new.
• Luxury, high income tourist, very demanding in terms of the quality of the services as well as willing to pay. Less likely to complain, explorative, looking for alternative travel experiences.

Education level

• People with elementary/middle education, motivated by the desire to rest and have fun when they travel.
• People with higher education levels have often travel motivation related to status, prestige or self-fulfilment.
• The level of education is important, especially for some types of tourism, e.g. cultural tourism. Guest attracted by cultural tourism often educated with morality, who requires high quality services.

Nationality

• Cultural-demographic diversity and characteristics by regions: Europe, Americas (North and South Americas), South-East Asia, Middle-East, Russia, Australia, etc.
• Country of origin and country of residence (cross reference to cultural background)

Religion

• Obey and respect different religions and customs
• Special purpose trips, e.g. pilgrimage trips

Family status

• Married/unmarried
• Travelling alone or with company (partner, friend or relative)
• Travelling with children/without children

Establishing connections to customers’ life experience and cultural background

Including customers’ diversity – cultural-demographic and socio-economic elements – is crucial for creating an atmosphere of respect and understanding. If every guest feels valued and seen, positive group dynamics can be established. 

In order to engage and motivate participants more, it is helpful to make a connection to the cultural background of the people. This can be done by:

• Creating references to the guests’ everyday life.
• References to the social system of the guests.
• Building connections between peoples’ life in visited country and homeland.
• Establishing relationships between the history of the guests’ homeland and country visited.

The choice of references is based on the level of knowledge and education, interests, age, origin and economic situation of participants.

I have always found it very helpful to create a country profile of clients. Maybe this is something for you too?

We have written down the task for you here.

• Choose one country of origin (from a potential guest). Research information related to history, culture and ethnicity, socio-economic factors, demographics, climate, traditions and customs etc. Write a customer country profile.

Customer Service

Lesson 1: Identifying customer needs, requirements and expectations

Customer needs and requirements

To understand how to improve the quality of your service, it is important to analyse existing services in terms of how they meet customer needs and requirements which strongly effects customer satisfaction.

Expected Needs/Requirements

These are fundamental expectations of the service provided, some implied by organiser and travel contract/obligations. Customers take them for granted.

Revealed Requirements:

These are expectations customers communicate to the tour guide. Customer satisfaction depends on how these requirements are met by the tour guide.

Extra Needs/Requirements

These are beyond customer expectations and add extra value to service. [They might become tomorrow’s expected requirement.]

Individual and special needs

Some customers have particular individual needs relating to the service which are due to:

• Disability affecting speech, hearing or sight
• Mental health
• Personal situation, e.g. parents with small children, elderly people, customers with injuries or illnesses, expecting or nursing mothers

In order to be able to respond to individual needs, we as tour guides need to identify those needs by for example checking remarks on guest lists, communicating with customers or using observational skills. Not all individual needs may be apparent.

Practical recommendations to meet customers’ needs

Anna and Elias have made a very interesting podcast on this topic. There they not only talk about their own experiences, but also give useful tips and advice.

Individual and special needs

Some customers have particular individual needs relating to the service which are due to:

• Disability affecting speech, hearing or sight
• Mental health
• Personal situation, e.g. parents with small children, elderly people, customers with injuries or illnesses, expecting or nursing mothers

In order to be able to respond to individual needs, we as tour guides need to identify those needs by for example checking remarks on guest lists, communicating with customers or using observational skills. Not all individual needs may be apparent.

Practical recommendations to meet customers’ needs

Anna and Elias have made a very interesting podcast on this topic. There they not only talk about their own experiences, but also give useful tips and advice.

Podcast

[Anna] Hello tour guide colleagues and welcome to another of our podcasts. This time, the topic is: how can we meet the needs of our customers? 

[Elias] Truth be told, I find this one of the more difficult tasks as a tour guide. I mean, a lot depends on it. Not making your guests happy can have far reaching effects, if only because dissatisfied guests don’t come back. 

[Anna] That’s so true. So what can we do to meet the needs of our guests? Well, we first have to find out what our customers expect and need. Simple as that, isn’t it Elias?

[Elias] Exactly. Well, it’s not quite so simple, of course, but yes, we can start with what comes to mind. That would be a trend that I’ve noticed more and more in the last few years. Guests are increasingly enjoying the advantages of a guided tour, but they also want to be seen and recognised as individuals too. 

[Anna] That’s true, and we tour guides can do a lot to meet these needs. For example, I can’t overstate the importance of addressing guests by name. This immediately establishes a completely different connexion with them. 

[Elias] Huh. That’s true. Instead of “you there, with a brown hair”, I prefer to say “hey Anna”.

[Anna] Thank you. Yes, I prefer that too. 

[Elias] Though it’s also good to take into account the social and cultural background of your guests and to use this as a basis for pointing out any differences and similarities with those of the host country.

[Anna] Ohh yes, I do that too. And on another note, if it’s possible within the framework of the tour, I also try to find out what my guests would like to do outside of the planned programme. This enables me to respond to individual wishes. 

[Elias] That’s a good hint. Thank you, Anna. I hope we’ve been able to give you all some tips. And as always, thanks for listening. And wherever you are, be mindful of your customers’ needs.

How about two little exercises on this topic? I have two tasks for you.

• Describe one service provided by your company/organisation. What can be defined as the expected needs of customers? Try to identify possible revealed and extra needs of customers.
• Identify individual customers’ needs you have encountered whilst on tour, compile a list.

Lesson 2: Understanding customer service

Understanding the product and service package

Tour Operators package and sell holidays which are offered for a fixed price in a brochure, usually for accommodation, transport and ground arrangements such as attraction providers and tour guide. The tour guide takes care of intangible tour components ensuring that the tour operators’ promises are realized.

 

Framework of a tour

In order to conduct the tour as promised by the tour operator, the tour guide receives a general framework of the tour, which consists of four main components.

Component 1:  Detailed tour description

Also called “script” by some tour operators. Entire itinerary is listed in detail with all information and services that is important for tour guide and tour operator:

• Names, addresses, contact numbers of the partners, e.g. hotels, local guides, bus companies, chauffeurs
• All services booked in advance with exact times, e.g. entrances, ferry, flights, museum visit, etc.
• Emergency numbers
• Customer data

The detailed description contains sensitive data and must therefore never be passed on to customers.

 

Component 2: The itinerary

Describes the planned and defined itinerary by the organizer for all stakeholders involved (tour guides, chauffeurs, customers, local agencies). Usually for every day of travel.

• Does not contain detailed information or sensitive data.
• The itinerary should be carried out by the tour guide as described.
• Can be modified/adjusted by tour guide. Reasons for this could be:
• unforeseen events in the itinerary (e.g. traffic jam)
• force majeure (e.g. strike, breakdown, storm)

Changes to the itinerary should always be communicated and justified with the guests, recorded in the daily log and thus made known to the organizer.

In contrast to the services, the guest has no right of recourse if changes are made to the Itinerary.

Component 3: Services

All services specified by the organizer – as named in detailed tour description – must be fulfilled. In the event of unfounded non-performance, guests have recourse claims. Justified cases of non-fulfilment are:

• Force majeure
• Unforeseen events
• Official orders

However, a qualified tour guide is expected to plan and act with foresight. Main task of the tour guides is to ensure that all services are met and fulfilled. If a service has not been achieved/fulfilled, this must be carefully documented, justified and immediately reported to the organizer. 

Component 4: Additional service packages

Service packages are additional services that customers can optionally book before or during the trip, e.g. excursions, events such as theatre/concert visits etc. Often bundled in “packages” at lower a price. 

These services differ from program supplements such as a spontaneously organized boat trip as they are organized and described in the itinerary by the tour operator. They count as services.

Understanding customer service

There are a variety of different definitions of “Customer Service”, but all of them focus on customers and their needs. In general, “Customer Service” is built upon 5 core elements:

Reliability

Responsiveness

A feeling of being valued

Empathy 

Competency

Customer service is: “Efficiently satisfying a customer’s need by providing and delivering professional, helpful, high quality service and assistance before, during and after the customers’ requirements are met.”

Good and poor customer service

I think we all agree that customer service should always be done in the best way. Unfortunately, there are also some examples of poor customer service. 

Especially in terms of customer service, it is a good experience to see yourself as a customer. We have all certainly experienced good and poor customer service.

We have the following two tasks for you.

• Describe a situation when you encountered poor service:  How did you feel? What were the shortcomings of service delivery? What were your expectations? Create a list what with points how the situation could have been improved.
• Describe a great customer experience you had: What made it good or exceptional? Compare/contrast how your expectations where met or exceeded to the poor service. 

Lesson 3: Managing customers’ expectations

Today’s group and educational trips are more demanding than they were a few years ago. Guests possess a broader level of education than a few years ago and groups become more and more diverse. They no longer demand only perfect organizational performance and in-depth knowledge of the country. Tour guides identify individual customers’ expectations and develop strategies in order to meet these. 

Customers’ expectations

Expectations are on booked and non-booked services, as well as on the tour guides performance.

On Booked Services:

Customers’ expectations are focused on the booked service and related benefits for the success of their vacation:

• Suitable transport (on arrival, transfers and on-site)
• Suitable accommodation (room comfort/equipment, breakfast/other meals, location to beach or city centre, suitable routing for round trips)
• Professional organization (qualified advice on booking, implementation according to the program and, if necessary, skilful amendments or suitable exclusive program)
• Optimal routing, representative selection of scenic and historical art highlights)
• Qualified tour guide (professional organization, support, good handling of the guests, technical and mediation skills)

On Non Booked Services:

Customers’ expectations not corresponding to booked service, which can be attributed to the following reasons: 

• Unclear or exaggerated tour advertising/prospectus
• Insufficient information from responsible travel agent
• Difference between services offered in the brochure and services actually booked
• Failure to read or inaccurate reading of the booking documents by the customer
• Inability of the customer to understand the information contained in the booking documents
• The customer wants to gain an advantage.

On Tour Guide and Skills

• Interpretation and information (Whilst for 15-30-year olds, understandable explanations and knowledge transfer have top priority, 31-50-year olds prefer and prioritise friendly support)
• Perfect organisation of the tour programme
• Support for and protection of tourists and of the host community (for customers over 50 years of age, support, safety and organization of the trip are paramount) 
• Control and leadership of the group 
• Mediation and conflict management
• Safeguarding heritage and conservation (be an ambassador for the host country)

Practical recommendations on how to accommodate customers’ expectations

There are a few tips on how to meet customers’ expectations that I have always found very helpful for my guided tours.

Try to…

• sensitively introduce customers to foreign cultures and to convey special experiences that are typical of the country – act as an intercultural mediator 
• be considerate and understanding towards the people and nature of the host country
• guide as a “friend and partner on tour” (rather than “lecturer”)
• provide a socially integrative leadership style (instead of an authoritarian) 
• show empathy for all guests and provide supervision and care for elderly and special needs guests

Be safety and danger aware by…

• communicating known dangers and issuing urgent warnings/danger notices (and issuing punishment if breaking rules) 
• considering “teach – warn – punish”, but be aware that interpreted differently from organizer to organizer
• outlining frequently occurring sources of danger e.g. streets and markets known for frequent pickpockets, falling rocks when hiking in the mountains and rip-offs in entertainment areas
• announcing reminders to care for luggage (“Please check again whether you really haven’t forgotten anything on the bus!”).
• providing support with foreign, unknown environment, e.g. through city maps and guides, currency exchange tables, explanations of customs regulations, etc

In addition, we have these tasks for you.

• Reflect on an incident whilst on tour, a customer expressed dissatisfaction and disappointment when his/her expectations were not met. What expectation could not be met and what was the reason for it? 
• Which strategies did you apply to solve the problem/meet the expectations? Create a list of measurements and grade them according to how effective they were (0: not effective at all, 5: very effective).
• Could you have done anything differently? Prepare a map outlining different strategies to meet the expectation.

Lesson 4: How to deal with difficult guests?

Difficult guests are difficult because of their personality or behaviour. They can be rude, impatient or insensitive. They are not common on round trips, but there are situations where the tour guide is needed as a “lightning rod”.

Reasons for bad mood 

Bad weather (“We hadn’t booked rain…?”)

Dissatisfaction with the location of the hotel (“Why not a more central hotel?”)

Dissatisfaction with the seat on the bus (“I want to sit in the first row!”)

Delay of the plane or train

Consideration for fellow guests (“Why do they always get the room key first?”)

Dissatisfaction with the course of the program (“Can’t we later/earlier depart?”)

Practical tips to deal with difficult guests

It is important that tour guides consider their choice of words and behavioural strategies, since it will either improve communication or make it worse, it might lead to a complaint. 

Especially when it comes to customer complaints, re-enacted scenarios can help to find the right tone.

• Role play: Ask a friend or colleague to play with you through different scenarios (e.g. train is delayed, hotel location is remote, bad weather etc.), using different methods and behavioural strategies. Change roles so that you can experience how it feels to be a difficult guest.
• Reflect on the role play experience, which strategies made you feel calm and re-assured? Compile a list of your favourite methods which you will then try on difficult guests in the future.
• Think about alternative strategies and methods you might have tried or seen before. Exchange and compare with a colleague.

Lesson 5: What are customer complaints?

Customers complain when one or more of their expectations are not met, looking for solutions to the problem and some form of (financial) recovery. Customer complaints should be looked upon positively as it is a way of preventing other complaints.  

What customers complain about

Transcript

There are different reasons for customer complaints and every customer reacts differently. In my experience though, there are five common causes of complaints. 

• The hotel accommodation is not up to standard. 
• There’s noise pollution from nearby construction sites.
• There’s the food quantity or quality. 
• There’s poor service 
• Or a lack of events or programme options.

These reasons can be a basis for the reimbursement of travel expenses, especially if the complaint is justified. However, it may also be the case that the customer has not read the travel documents carefully, or has not understood them, or that the organiser has failed to provide correct or sufficient information. Occasionally, the customer is trying to profit from the complaint, but in my experience such cases are very rare.

As tour guides, we have to evaluate these triggers for complaints differently. A guideline for this, especially in relation to the reimbursement of the travel price, can be found in the Frankfurter Lister. Please note however, that the list is not binding and has no legal force. 

However, there are also some reasons that customers can’t complain about. Well, they can complain, of course, but their complaint won’t lead to any reimbursement of travel expenses. Customers cannot complain, for example, about any defect or deficiency which the organiser has notified them of before the start of the journey. It’s important, therefore, that we, as tour guides, are closely familiar with all documents provided by the organiser.

I’ll give you 2 examples of this. If the organiser has stated that there will be music on the terrace every evening, a complaint about noise disturbance is unlikely to be successful. And if a tour operator states that there will be an overnight stay in simple accommodation, guests may have to forgive the presence of insects or ants, etcetera. 

So in short, there are many reasons for customer complaints. Our job is to be fully informed about every detail of the tour and what the customers have been promised so that we can react accordingly in every situation.

Objectives of complaint management

There are situations when tour guides have to handle complaints. Sometimes it may be in person, isolating the customer from the tour group, sometimes it may be by telephone.

The main goal of complaint management is to turn a guest – who is dissatisfied with a service and therefore complains – into a satisfied customer. If that succeeds, this customer will appreciate the service provided to solve his concern.

The three main objectives

• Customer to get a positive impression of the provided service or situation he/she is dissatisfied with and complains about.
• Concerns and complaints are dealt with quickly and in a solution-oriented manner.
• Resolving complaints on site. If that is not possible, notify organizer and guest will have the damage reimbursed upon return.

Sixty-six percent (66%) of all those who complain will return, if the problem is resolved. Customers who complain are likely to tell an average of 10 others about their experience. It is therefore in the interest of the tour guide to solve all customer complaints in a positive and courteous manner.

How to deal with customer complaints?

Be present

• Be approachable at regular consultation hours as well as being able to be reached by telephone or leaving messages (e.g. via your own mailbox in the hotel).
• Listen and focus what the customer has to say, thank the customer for bringing the complaint to your attention and express empathy to show you understand how the customer feels and he/she will be taken seriously.
• Paraphrase/summarize what the customer said to show you understand the problem

Act promptly

Act promptly to offer a solution to the problem:

• Try to solve the problem “within the framework of what is possible and reasonable” as defined by the organiser. 
• Check whether the reported defect exists and has been correctly described. If this is the case, try to improve it within reasonable time (max. 1-2 days, in serious cases immediately) through service provider or organizer if customer accepts. 
• Standard minimum reimbursement is based on the contractually agreed.
• Take written notes of existing condition/defects at customer’s request in 3 copies: for the customer, the organizer and the tour guide. NEVER confirm or sign further acknowledgments (accusations, conclusions, suggestions for handling, expressions of opinion and legal evaluations or appraisals).

Follow up

• Follow up on the promises or complaint resolution made to the customer.
• Complaints report. If a complaint cannot be solved on site:
  1. Preserve and document evidence (e.g. photos, testimony). Take neutral witnesses with you.
  2. Create a complaints report. Never sign the report with signature. Always sign with “Taken notice of”.
  3. Immediately inform the organizer.
• Keep record. Keep a personal complaints record (with copies) with “official” complaints and comments. Any subsequent statements that may become necessary can then be processed efficiently

Emergencies

Lesson 1: How to deal with emergencies

Accidents, break downs, stolen possessions or travel documents are stressful situations to deal with and can sometimes turn out as emergency situations. Tour guides are expected to deal with them in a professional and calm manner.

Theft or loss of possessions

• Record item(s), when and where it was stolen or lost.
• Determine the approximate value of objects, such as money, jewellery, etc.
• Weighing up whether a theft report should be submitted to the police.
• Even if guest reacts emotionally, in most cases it makes little or no sense to involve local authorities as time required is disproportionate to the success/outcomes.
• Ensure the program/itinerary of the day will not be interrupted for the group.

Lost or stolen travel documents

• Without a valid document, it is impossible to leave most countries.
• Lost or stolen ID, passport or visa should be reported immediately to the police.
• The consulate or diplomatic representation (embassy) responsible for the issuing country must be informed immediately.
• Contact and inform the agency/tour operator.
• Travel insurances also provide support, talk to the guest.
• Until departure, maintain cooperation with the diplomatic mission until temporary travel document has been issued for guests’ further journey.

Traffic accident

Emergency procedures to follow in that order if the coach is involved in a traffic accident:

• Determine exact location (where are we exactly?)
• Determine whether there are injured or even dead
• Ask whether there is a doctor or a first-aider in the group to provide first aid
• Call the police. The police will call an ambulance if necessary
• Discuss and coordinate the next steps with the coach driver
• Inform the agency/tour operator
• Record the accident and take pictures as evidence for later reporting 

Coach breakdown

• Determine location (where are we exactly?).
• Discuss and coordinate the next steps with the coach driver: Can the coach be fixed? Can coach company provide a replacement coach to continue the tour?
• If coach can be fixed within a short period of time, communicate information incl. time frame to guests. If possible, suggest guests leave coach to go inside service station. Otherwise, stay inside the coach for safety reasons.
• Contact organiser and inform about breakdown and possible delay.
• Contact attraction providers and inform about late arrival for entrances.
• If delay prevents entrance of attractions, contact organiser for possible re-booking.
• If coach can’t be fixed, await replacement coach.
• Document communication and timings during the recovery period and possible outcomes: replacement coach? Delays? Missed entrances? Missed evening meals?
• Arrange with the organiser suitable replacement or alternatives for missed entrances, meals etc. 

Carlos’ stolen wallet

The agenda includes a visit to an archaeological site. The group has to catch the ferry on time. During the lunch break, Carlos approaches you…

Oh no, something terrible just happened to me. My wallet got stolen. All my money… just gone!

Ok, Carlos. Please calm down. Are you sure the wallet is missing?

Yes, I am sure. I have now searched everything and my wallet is gone.

All right, you can file the report now, but you can’t go to the archaeological site with us. You’ll join us again later.

Ok, that’s how we do it!

Carlos filed a report with the police while the tour group was visiting the archaeological site. Later, at the hotel, he rejoined the group.

Lesson 2: Crisis management

Natural disasters, terrorism and wars have made the modern world unsafe. The tourism industry has been particularly affected by events and crisis in recent years as these examples show. Disasters and attacks regularly put more people in danger than the number of victims suggests. Only few countries have been exempted. 

Safety measures

Tourists might not be aware or informed about current dangers and risks as well as they might be unfamiliar with foreign customs and cultures. Tour Operators and Organisers have established safety measures in order to fulfil their legal obligations: to keep their customers safe. These range from early warning systems to emergency protocols which might differ from organiser to organiser. 

Early warning systems

Most tour operators have modern early warning systems in place, such as:

• A3M global monitoring, information and communication system for travel management (used by TUI, among others)
• Risk Compass

Components of early warning systems

Information: Core monitoring system which is updated around the clock, incorporating current political and meteorological news as well as information on health issues from around 200 international sources, strikes and large demonstrations etc.

Analysis: After an expert team has evaluated all the information, the relevant information is displayed on a world map with different coloured symbols

Communication: The company receives up to 100 reports of various kinds every day: from bomb attacks to severe weather warnings to taxi strikes. In order to avoid “information overkill”, each customer only receives the messages that affects him.

Tour guides plan to avoid getting into critical situations using modern means of communication and taking preventive measures, such as:

• Follow long-term warnings for travel regions issues by national disaster/emergency ministry of your country 
• To consult with organiser and comply with organisers procedures
• To prepare a risk assessment
• Comply with instructions of authorities to keep any risk as low as possibleTo take extreme weather forecasts seriously and follow them
• To avoid/immediately abort travel to areas of crisis

If unexpected natural disasters suddenly occur or the group gets into armed conflicts or an attack (by terrorism), the integrity of all those involved has the highest priority. Follow crisis procedures outlined by your organiser immediately.  

• Analyse the national legislation for disaster and emergency management in your country (usually available on your government website) and prepare a list of main actions, including evacuation points, emergency stakeholders and services e.g. hospitals, armed forces etc. in your region.
• Research emergency procedures of your organisation, create a step-by-step protocol to follow in case of emergency.
• Compare emergency procedures of your organisation with national emergency guidelines of your country. Identify any gaps in emergency provision.

You have successfully completed the sixth learning unit of the course “Digital Tour Guiding”. I look forward to seeing you again in the next learning unit.