Unexpected situations encountered by tour guides and their handling

1. There are three types of changes caused by objective reasons and unpredictable factors (weather, natural disasters, traffic problems): shortening or canceling; extending; the time remains unchanged and activities are replaced.

2． *General contingency measures: 1) Develop a contingency plan and report it to the travel agency (make correct judgments on the nature, severity and consequences of the problem, and analyze the possible psychological state and emotions of tourists); 2) Do a good job with tourists; 3) Provide appropriate material compensate.

3． *Specific measures: 1) Extend (reimplement dining, housing, and car arrangements; adjust activity schedule) 2) Shorten (seize the time and arrange itinerary; promptly notify the next stop; handle check-out, meal refund, and other procedures in a timely manner;) 3 ) Partial changes in the plan (reduction of more than half a day or cancellation), the tour guide should report to the organizing agency, which will make a decision and notify the relevant local host agency; instead, exciting introductions, novel content and best arrangements should be used to stimulate travel interest.

Handling and prevention of missed pick-up, empty pick-up, and wrong pick-up

1. Missed pick-up refers to the subjective reasons why a tour group is not greeted by a tour guide after arriving at a stop. ) Did not arrive at the scheduled time; 2) The pick-up location was wrong; 3) The plan has changed; 4) The old and new timetable; 5) The pick-up place was improperly chosen; objective reasons: 1) arrived early; 2) did not receive the notice, No pick-up arranged; 3) driver is late; 4) traffic jam; 5) tourists arrive by other means.

2． Handling of emergencies (universal mode): Immediately contact the relevant departments of the travel agency to find out the cause, explain patiently and carefully to tourists to prevent misunderstandings, in addition, try to take remedial measures and strive to complete the reception plan to make the trip more enjoyable. The investor's losses are reduced to a minimum. If necessary, ask the leaders of the travel agency to apologize or provide certain material compensation to tourists as appropriate.

3． Prevention of missed connections: 1) Read the plan carefully; 2) Check the exact arrival time of the transportation; 3) Arrive in advance.

4. Air pick-up: refers to the fact that the tour group is delayed in arriving at a certain station for some reason, and the tour guide still picks up the station according to the shift or train specified in the original plan without receiving the tour group. Reasons: 1) weather; 2) flight schedule change; 3) failure to notify the pick-up personnel of the change; 4) tourists' temporary changes due to special reasons.

5． Wrong pick-up: This means that the tour operator did not verify carefully and picked up a tour group that he should not have picked up. It is a liability accident. Prevention: 1) Read the reception plan carefully; 2) Arrive in advance; 3) Verify carefully; 4) Be vigilant; Treatment: If you are in the same family, report it. After agreeing, the accompaniment will not be exchanged, but all accompaniments will be changed and you must apologize; if you are not in the same family, report it , exchange, explain and apologize as soon as possible.

Travel and plane accidents

1. A missed flight (car, boat) accident refers to the temporary stranding of the tour group due to the failure of the tour group to leave the station according to the original flight (train number, boat number) due to some reasons or the work errors of the relevant personnel of the travel agency. It is a major accident. Reasons: 1) Non-responsible accidents, caused by tourists themselves, injuries, serious illness, lost, traffic accidents, etc.; 2) Responsible accidents, failure to verify tickets, failure to notify tourists of flight changes, improper itinerary arrangements, and failure to arrive in advance.

2． Handling: 1) Report to leaders and relevant departments immediately; 2) Local tour guides and travel agencies contact the airport (station, terminal) as soon as possible to try to allow tourists to leave on the nearest flight or change to other means; 3) Stabilize the mood of the tour group, Arrange food and accommodation; 4) Notify the next stop in time and adjust the schedule; 5) Apologize; 6) Write an accident report, find out the cause of the accident and responsibility, bear the loss and accept punishment.

3． Prevention: 1) Implement transportation tickets in advance; 2) Do not arrange travel to wide-ranging and complex scenic spots before departure, do not arrange shopping or free activities in busy places, 3) Arrange sufficient time to wait for the bus for 1.5 hours, 1 hour, 2h

Lost property.

1. Prevention: 1) Do more reminders; 2) Remind tourists to keep their documents; 3) Do a good job in counting and handing over luggage every time; 4) After getting off the bus, remind the driver to clear the car, close the windows and lock the doors.

2． Processing: 1) Calmly recall, understand the loss situation in detail, and try to assist in the search; 2) Confirm the loss and report it to the tour group or reception agency; 3) According to the arrangements of the tour group or reception agency, assist tourists to report the loss to the relevant departments and complete the replacement procedures;

3． Lost property: Stabilize your emotions, learn more about it, analyze the possibility of loss, and help find it. If it is necessary to leave the country, the reception agency must issue a certificate, and the public security bureau must issue a loss certificate. Theft is a security incident and must be reported immediately for assistance.

4. Luggage: If it is lost on the way to China, the airline you are traveling on should be responsible for it, but you should provide assistance! 1) Go through the procedures for losing and claiming luggage; 2) Leave contact information; 3) During the trip, ask from time to time to help purchase necessary supplies; 4) If the luggage is not found when leaving the local area, leave the full contact information; 5) Claim for compensation.

5． Lost luggage in the country is generally the responsibility of the transportation department or the bellman: 1) calmly analyze and search (lost before leaving the station; before arriving at the hotel); 2) do a good job in the aftermath, express apology, and help solve the difficulties caused by the lost luggage; 3) Contact relevant parties at any time to inquire about the progress of the search. 4) If you find the luggage, return it in time; 5) File a claim with the relevant department; 6) Write a written report afterwards.

Handling of lost tourists

1. Reasons: 1) Did not clearly explain the parking location or the tourist route of the scenic spot; 2) Did not get lost with the group; 3) Did not remember the address and route clearly during free activities or shopping

2. Processing: 1. Lost during the tour: 1) Understand the situation and search quickly (accompany and tour leader will search separately, and the local escort will continue the tour); 2) Report to relevant departments; 3) Contact the hotel; 4) Report to the travel agency; 5) Do a good job in the aftermath ;6) Write a written accident report; 2. If you get lost during free activities: 1) Report to the travel agency immediately; 2) Do a good job in the aftermath; 3) If other situations occur after the loss, it should be treated as a security incident or other accident according to the specific circumstances.

3． Prevention: 1) Give more reminders; 2) Make forecasts for various arrangements; 3) Count the number of people at any time; 4) Work closely together; 5) Work more on language and knowledge.

Tourists get sick and die

1. General diseases: 1) Advise them to seek medical treatment as soon as possible and take more rest; 2) Be concerned about tourists’ condition; 3) Explain to tourists that they will bear the medical expenses themselves; 4) Tour guides are strictly prohibited from giving medicine to patients without authorization.

2. Serious illness: 1) Ask the crew, conductor or crew to find a doctor on the spot and notify the next station to prepare for rescue; 2) Send to the nearest hospital immediately while en route; 3) Notify the travel agency as soon as possible and ask for instructions 4) In the hotel, first check with the hotel Medical staff rescued him and sent him to the hospital.

3． Death: Report to the local reception agency immediately, follow the instructions of the local reception agency leader to deal with the aftermath, and stabilize the emotions of other tourists. 1) Notify family members, remind the team leader or notify the consulate through the foreign affairs department; 2) Report the rescue process in detail, write out the rescue process and death diagnosis certificate, sign and seal it by the attending physician, make a copy, and distribute it to the family members, team leader and travel agency. 3) No dissection 4) Inventory of relics. 5) The team leader will announce the rescue process of the deceased; 6) Cremation on the spot, and the deceased’s relatives or the team leader will write an application for cremation; 7) Transport back to the country; 8) The quarantine agency will issue a certificate.

Irregular words and deeds

1. Deviant behavior is generally the behavior of tourists that violates the laws of a sovereign country and the internationally recognized international norms. Deviant words and deeds are personal issues and should be dealt with with caution, careful investigation and verification beforehand, and a clear distinction between deviant behavior and non-deviant behavior, between intentional and unintentional behavior, between unprovoked and justified, and between speech and behavior. Only by correctly distinguishing the above boundaries can we deal with such problems correctly. We must handle such issues seriously, seek truth from facts, be reasonable, reasonable and legal.

2. Dealing with deviant words and deeds (general): First, earnestly and actively publicize, answer seriously, make friendly introductions, clarify our views and positions, and seek common ground while reserving differences. Secondly, we must refute it sternly, be confident, have clear views, and have a firm stand. If necessary, report it to the relevant departments and deal with it seriously after finding out.

Safety accidents

1. All accidents involving tourists' personal and property safety are tourism safety accidents, mainly including: traffic accidents, security incidents, fires, and food poisoning.

2. Traffic accident: 1) Organize rescue immediately; 2) Protect the scene and report the incident immediately; 3) Report to the travel agency quickly; 4) Do a good job of comforting the entire group of tourists; 5) Write a written report.

3． Security accidents: During tourism activities, tourists are harassed, committed murders, defrauded, stolen, and robbed by bad people, resulting in varying degrees of physical, mental, and financial damage to tourists. These are collectively referred to as security incidents. 1) Protect tourists’ personal and property safety, 2) Call the police immediately; 3) Report to leaders promptly; 4) Calm tourists’ emotions; 5) Write a written report; 6) Assist leaders in handling the aftermath.

4. Fire: 1) Remind not to carry flammable and explosive materials, and do not leave cigarette butts and fires around; 2) Familiarize yourself with the structure of the hotel; 3) Remember the fire alarm phone number and master the room arrangements; after the incident, 1) call the police immediately; 2) quickly notify the team leader and The whole group 3) cooperates with the staff to obey the unified command, and 4) guides self-rescue.

5. Food poisoning: 1) Strictly implement fixed-point dining; 2) Remind tourists not to buy food from stalls; 3) If any food is found to be unhygienic while dining, it must be replaced immediately, the person in charge of the restaurant must apologize, and report to the leader if necessary. 4) Do not drink raw water and unclean drinks.