Tourist concerns

Four tourist travel stages

Arrival Stay Departure Memories

• Jet lag• Cultural

shock• First

impressions• Standing in

line• Welcoming

and greeting

• Getting agreed upon services

• Information provision

• People skills• Misunder-

standings• Satisfying

complaints

• Last impressions

• Trip home

• Word-of-mouth

• Registering complaints for poor service

Traveler’s concerns and expectations

Traveler’s concerns and expectations

The ITINERARYITINERARY given by the Operator is a CONTRACTCONTRACT

and liabilities may be the guide's if it is not followed, or if it is changed

without consulting Tour Operator

The tourist guide always has a DUTY OF CARE DUTY OF CARE

towards the visitor.

But visitors must also be treated like the adults that they are

Transfer issues

Transfer issues

Transport issues

Coach does not turn up Coach breakdown No microphone Diversions/Road Closed Missed boat Missed plane

Hotel/ restaurant issues

Over-bookings Complaints Poor standards Special diet

Passenger issues

Lost Luggage Lost Passports Lost Passengers Accidents Illness Death

Tour operator issues

Double booking Tour Operator

difficulties Itinerary cannot be

achieved Attraction closed Voucher rejected by

Visitor Attraction

Personal issues

Sexual harassment Personality clashes

with driver or other colleagues

Complaints against the guide

What do you do if…?Transport Issues•Coach does not turn up•Coach breakdown•No microphone•Diversions/Road Closed •Missed boat•Missed plane Hotel/Restaurant Issues•Over-bookings•Complaints•Poor standards•Special diet Passenger Issues•Lost Luggage•Lost Passports•Lost Passengers•Accidents•Illness and Death

Tour Operator Issues•Double booking•Tour Operator difficulties•Itinerary cannot be achieved•Attraction closed•Voucher rejected by Visitor Attraction Personal Issues•Sexual harassment•Personality clashes with driver or other colleagues•Complaints against the guide Catastrophic Issues•Storms, floods, power failure•Terrorism•Emergency

What do you do? Anticipate

Foresee problems. Arrive early. Contact coach and itinerary stops. Check accommodation. Have contact list with telephone numbers.

What do you do? Resolve

Minimise crisis. Consult relevant people. Consult Operator or Agent. Identify layers of responsibility and assign task accordingly

What do you do? Report

Write a report about the incident with names, times, outcomes. Write a short appraisal of the tour.

Catastrophe issues

Storms, floods, power failure

Terrorism Emergency

Deal with a ShockFor all crises or any problem with

your group or tour

Inform the tour operator as soon as possibleand follow instructions

NEVER LEAVE THE GROUP.

NEVER LEAVE INJURED PERSONS UNATTENDED.