Many things can indeed go wrong during a tour, no matter how well planned it is. Here are some tips on how to address these mishaps.
Theft and Losses
Members of a tour group should take all precautions to keep their belongings safe. One way to avoid theft is by keeping a decoy wallet, and placing cash and valuables in several safe places. However, if any valuable is stolen from a tour member, the tour guide must help the victim execute the following:
- Cash– accept that cash lost will not be returned. Find way to get cash, if needed, sch as through cash advance from ATM, credit card, or traveler’s check. If these are lost, too, try contacting Family and friends from home to send cash via money transfer companies.
- Credit Card and/or Traveler’s Check– contact the issuing institution as soon as possible to inform them of the loss. Report the loss to the police
- Luggage– report to the airline company and airport police if lost at the airport or airline. Report loss to the local police if the luggage was lost elsewhere. Ask the victim if there is any way you can help, and then confirm with your company if this help can be provided.
- Death– report to the local police immediately. Do not leave the deceased until the police issues a report. Contact your respective company and secure a reliever to attend to the rest of the tour group while you wait for the police report. Contact the embassy, if necessary.
Transport Delays and Cancellations
There are various reasons for transport delays and cancellations. These include road accidents, technical problems, traffic jams (both air and land), and weather. If your tour group will face any transport delay, try to stay calm, be patient, and remember that those around you may not be able to do so. If the delay causes your group to stay for another night in the area, contact your tour schedule and try to rearrange appointments. If it is an airline delay, ask the airline representatives if they could do anything to assist your large tour group. Be sure to report any change to your tour company.
Traffic Accident
Despite what we hear in the news that “trains and planes are 10 times safer than cars, and buses are safest to all (Mancini, 2001), accidents do happen from time to time. If an accident does occur, call the police and the company. Make no promises to the guest. Remain calm and assertive.
Health Problems
Health risks include flu, viral infection, heatstroke, and food poisoning. Note the location of clinics and/or first aid stations in tourist facilities. Note to contact details of the nearest hospital, too. It is best to delegate health problems to professionals. Nonetheless, the tour guide must be quick and assertive.
For whatever incident that may happen, the tour guide needs to prepare an incident report for the tour company, which should contain the following information:
- Who is the person accomplishing the form? (e.g., name of tour guide)
- What is the nature of the accident? (e.g., outbalanced passenger)
- How did it happen? (e.g., When alighting the bus, the passenger fell and got bruised)
- When did it occue? (e.g., at 11:00 AM on MM/DD/YYYY)
- How did you find out about it? (e.g., I was there when it happened)
- What action was made? (e.g.,Client was brought to the clinic and given medical attention)
- Name of insurance company, if applicable
- Name, address, and signature of client.
Insurance
Insurance is one way to address risks and protect the tour company, the tour guide, and the tourists from possible losses. There are insurance companies that provide products that are tailored to the needs of tourist.
Effects of a Crisis on Tour Guiding
Crisis management in tour guiding refers to how a tour guide responds, manages, and recovers from unforeseen events. Crisis examples that a tour guide may face include a bombing incident caused by a terrorist group at the tourist site or a pandemic or an epidemic scare.