Post on 18-Nov-2014
description
transcript
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.