Module 3 - Prevention and Handling of Problems in Tour Guiding Flashcards
What should a tourist guide do if the arrival flight of the tour group is delayed or cancelled?
FLIGHT ISSUES? PLAN CAREFULLY”
- F -Follow up on the updated flight status regularly.
- I - Inform relevant parties (travel agency, transport, hotel, operators) about the delay or cancellation.
- P - Plan alternative arrangements for transport, accommodation, or activities if needed.
- C - Communicate with airlines for additional information or support as required.
Follow / Inform / Plan / Communicate
List five things that a tourist guide should do if the luggage does not arrive on the same flight as the tour group members.
- Report the issue to the airline staff at the airport.
- Provide the airline with contact details and the luggage reference number.
- Inform the affected tour group members about the situation and reassure them.
- Coordinate with the hotel or airline to provide the group members with essential items, such as toiletries or clothing, until the luggage arrives.
- Follow-Up regularly with the airline and update the group members on the status of the luggage.
Think of what you would have to do with YOUR lost luggage! Report to airline / Provide information (contact details, luggage reference number / Inform other parties (hubby) / get airline or hotel to provide you with underwear, pyjama and toothbrush / Call airline regularly or check phone for updates on your luggage
Suppose the scheduled coach is not available and the tour group members have to be transported from the airport to the hotel by taxi. List any four things which a tourist guide should do or observe in order to ensure that arrangement is proper.
I.C.O.T.
- I - Inform the group about the change in transportation and explain the new plan.
- C - Confirm and arrange enough reliable, licensed taxis for the number of passengers.
- O - Organize group members efficiently into taxis, ensuring each has the destination’s address and a contact number.
- T - Track taxi details (drivers, license plates) and monitor their departure and possibly arrival.
Mnemonic: “I.C.O.T.”
Inform
Confirm
Organize
Track
What information should a tourist guide report to the travel agent in case of a traffic accident? List any five such pieces of information to report.
I.L.V.P.G.
- Injuries: Report if anyone is injured and the extent of the injuries
- Location: Provide the exact location of the accident (address, landmarks, or GPS coordinates).
- Vehicles Involved: Describe the number and types of vehicles involved in the accident.
- Police or other Authorities Involved
- Group Well-being: Update on the status of the tour group members—whether they are safe, shaken, or need assistance.
I.L.V.P.G.” → “Injury, Location, Vehicles, Police, Group”
If a coach transporting a tour group crashes, list five things that a tourist guide should do besides reporting the incident to the travel agent.
- Ensure Immediate Safety: Check for injuries and provide first aid if necessary.
- Call Emergency Services
- Evacuate the group if it is unsafe to stay inside the coach.
- Account for all passengers: Perform a headcount to ensure everyone is present and accounted for.
- Provide reassurance and support: Calm the group and keep them informed about the next steps while waiting for assistance.
List five things a tourist guide should do to help prevent tour group members from getting sick.
S.A.F.E.R.
- S - Stay Aware of Symptoms
- A - Advise on Appropriate Clothing
-
F - First Aid and Medicine Knowledge
Carry a basic first aid kit and be familiar with treating minor illnesses, such as dehydration or upset stomachs, to address issues early. -
E - Educate on Hygiene Practices
Brief the group on local health concerns, such as avoiding touching their face, proper mask use in crowded areas, or preventing insect bites. -
R - Rest and Hydration Reminders
Ensure the group takes breaks, stays hydrated, and avoids overexertion to maintain their immune systems.
Mnemonic: S.A.F.E.R.
Sanitize
Advise
First aid
Educate
Remind
List five ways in which a tourist guide may handle a tour group member who has gotten seriously sick during a tour.
A.S.I.K.S.
- Assess the Situation: Determine the severity of the illness and whether immediate medical attention is required.
- Seek Medical Help: Call for emergency medical assistance or take the person to a nearby hospital or clinic.
- Inform Relevant Parties: Notify the travel agent, the hotel, and any necessary contacts (family, insurance) about the situation.
- Keep the Group Calm: Calm and reassure the rest of the group, ensuring they stay informed without causing panic.
- Stay with the Sick Member: Stay with the sick individual, providing comfort and ensuring their safety until help arrives or they are taken care of.
List four ways a tourist guide may help prevent tour group members from losing their property.
Always remember every essential
- A - Advise the group about the risks of pickpocketing and common scams in the area.
- R - Remind everyone to check their belongings before leaving each location.
- E -Educate them on how to keep valuables secure (e.g., using money belts or hidden pockets).
- E - Establish systems like buddy checks to keep an eye on each other’s items.
Mnemonic: “A.R.E.E.” → “Always Remember Every Essential”
List four things a tourist guide should do when a tour group member has lost his/her property (e.g. cash, camera, mobile phone, etc.).
“L.I.S.T.” → “Lost Item? Solve Thoroughly”
- L - Locate the place where the item was last seen by the group member.
- I - Inform relevant parties, such as hotel staff, restaurant staff, transportation company, venue security, or police, as appropriate.
- S - Support the group member in filing a lost property report or making claims (e.g., insurance).
- T - Track updates and follow up on any progress regarding the lost item.
“L.I.S.T.” → “Lost Item? Solve Thoroughly”
Locate
Inform
Support
Track
List five things a tourist guide should do when a tour group member has lost his/her passport.
- Stay calm and reassure the member.
- Report the loss immediately to local authorities.
- Assist with documents and filing a police report or any required paperwork
- Contact the embassy/consulate for further action.
- Inform the travel agent about the loss to arrange for any necessary travel changes.
What should the tourist guide do when a tour group member is missing during the tour? List seven steps in a sensible order to handle such an incident.
- Stay Calm and Reassure the Group: Remain calm to avoid panic. Instruct them to stay together while the search begins.
- Contact the Missing Person: Call the missing person’s phone or use messaging apps to try to reach him/her.
- Gather Group Details: Collect information from other group members about the last time they saw the person.
- Retrace Steps and Search the Area
- Inform Nearby Staff or Security personnel at the location.
- Inform the Tour Operator or Travel Agency: ask for additional support and resources in tracking the person.
- Alert Local Authorities: If the person is still missing, contact local authorities (police or security) and provide a description.
If a tour group member had an accident and was certified dead at the hospital, list five things which a tourist guide should do to follow up on the case.
- Notify the Local Authorities and Consulate/Embassy
- Inform the Tour Operator or Travel Agency and get assistance in managing the next steps.
- Assist in respectfully and compassionately notifying the family or emergency contact of the deceased.
- Assist with Documentation (death certificate, police reports, and medical records) and Legal Requirements
- Provide Emotional Support to the Group
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What should a tourist guide do when the departure flight of a tour group is delayed or cancelled? List any three steps for handling the case.
- Inform the Group: Quickly update the group about the delay or cancellation and reassure them it’s being handled.
- Coordinate with the Airline: Contact the airline for the new departure time, reasons for the delay, and details on rebooking or compensation.
- Adjust Plans: Work with the tour operator to arrange new accommodations or activities until the new departure.
