Safety and incident management

This is the most likely incident to prevent or adversely impact a tour. Extreme weather may include heat, cold, storms, floods, snow or air quality. 

The operations team will always monitor local weather forecasts, we encourage you to do the same and if you are concerned, please get in touch. 

If a weather-related event prevents a tour, we will provide a re-booking option to guests. Guides will be paid if the event has occurred within two hours of the tour being scheduled to take place. 

If the tour goes ahead, or is interrupted, you should:

• Know where to go for shelter (i.e. shade on a hot day or shelter from the rain). 

• Remind your guests of the importance of sunscreen and other protective items. 

• Know where to stop for water if guests have not prepared their own - it's better to miss a stop and have hydrated guests than press on and risk dehydration! 

• Carry a mask (or request one from the operations team) in the event of poor air quality. 

• Consider alternative routes (i.e. around a flooded street). 

• Stop the tour immediately if you feel there is any sense of immediate threat or danger. 

Health issues can arise for guests unexpectedly. We do not expect our guides to be health experts or even first aid trained, however keeping an eye out and knowing the number to call if something occurs will help you feel in control of the situation if something unfortunate happens. 

You should: 

• Provide preventative advice at the start of a tour (i.e. reminder to drink water and be vocal if there are any mobility issues or the pace is too fast). 

• Ensure you emphasise safety information at the start of the tour (i.e. only crossing on red lights, being aware of uneven footpaths etc.) 

• Remain alert and attentive as to the overall wellbeing of the group. 

• Have emergency contact phone numbers saved and know how to access these. 

• Establish communication channels with local emergency services where required. 

• Move the group to a safe location (if possible) and wait with the injured person until help arrives. 

Many of our tours focus on well-known monuments and big attractions (Statue of Liberty, Eiffel Tower etc.), which unfortunately means we are operating in areas considered targets for security threats. These events are beyond our (and your) control, and therefore if an event occurs, we ask all our team members and guests to follow the instructions of local authorities. 

We ask you to remain vigilant at all times, and wherever possible provide clear instructions and guidance to the guests accompanying you. You should: 

• Firstly, follow any instructions on the ground and get to a safe place. 

• Only if safe (and there is time) to do so, contact the local operations team as soon as possible. 

If you are conducting a tour that involves a vehicle, it is important to know what to do in the event of a road accident (regardless of fault). 

🚨 These steps apply if you are leading a tour that involves any vehicle—whether you’re the driver or are accompanying a third-party provider. Your priority is to keep guests safe, manage the situation professionally, and report accurately.

1. Immediate Response at the Scene

• Ensure Safety: Move guests to a safe area if possible. Do not place yourself or others in further danger.

• Call Emergency Services: Do not assume the transport provider has done this. Always call the police if there are any injuries or visible damage.

• Assess Injuries: Stay calm and triage. You are not expected to provide any first aid; however, you should assess if medical intervention is required, in which case you should call an ambulance or arrange for the guest to attend a medical facility. 

• Communicate calmy with Guests: Reassure them and explain what’s happening in clear, simple language.

• Document the Scene (if safe):

  • Take photos/videos of the vehicles, damage, road signs, and surrounding area.

  • Record the names and seating positions of guests (can assist in any investigation).

  • Record the transport provider’s name, license plate, and the driver’s name.

  • Note names and badge numbers of emergency responders.

• Remain at the Scene: If you are the driver, you must stay until police give you permission to leave.

2. Notify ExperienceFirst Operations

Contact your Local Operations Manager as soon as it is safe to do so (and after you call emergency services). You'll be asked to share:

• Status of guests and driver

• Number and severity of any injuries

• Emergency services response

• Your ability to continue or resume the tour

• Any guest showing distress or expressing legal/medical concerns

3. Guest Care & Tour Continuity

Uninjured Guests:

• Offer comfort, water, and shade (as appropriate).

• Keep guests informed and calm.

• Liaise with the operations team to arrange alternative transport if needed/appropriate, which may include ubers away from the site, or an alternative bus/car to continue the tour.

Injured Guests:

• Wait with any injured guests until medical help arrives. 

• If transported to hospital, we may ask you to accompany the guest, however the decision as to whether you are comfortable or available to do this is up to you.

• Collect emergency contact and next-of-kin information if possible. Provide these details to the operations team and we will manage any communication. 

• Recommend all guests seek medical evaluation (if it was a significant enough event) —even if they don’t feel injured immediately.

4. Information Exchange

• Avoid admitting fault, this will be determined through an investigation. Laws differ by region, and responsibility may not be immediately clear.

• Exchange details with other parties involved:

  • Name, address, phone number, and email

  • Driver’s license number

  • Insurance information (please liaise with the operations team about our details or the details of the third-party transport provider). 

• Remain calm and avoid confrontational behavior. While emotions may be high, it's important to stay focused on facts and not escalate the situation. 

5. Post-Incident Documentation

• Submit your Incident Report within 12 hours. Include:

  • Objective description of what happened

  • Injuries, damages, and vehicle positions

  • Weather, traffic conditions, time, and location

  • Any other relevant observations

• Photo Evidence: Include all images or videos you captured.

• Witness Info: Collect names and contact details of any third-party witnesses, if applicable.

6. Drug & Alcohol Testing (Driver-Specific)

If you were driving, and the accident is serious (injury, police report, major vehicle damage), you may be required to undergo a drug and alcohol test within 24 hours. This is standard industry practice to protect all parties and ensure compliance.

7. Additional Notes & Tools

• Dash Cams: Some of our third-party partners may have dash cam footage (inside and outside the vehicle). Footage may be reviewed in any investigation.

• Medical Follow-Up: Encourage guests after a serious event to seek medical attention post-incident, even if they feel fine. Delayed symptoms are common after road accidents.

✅ Remember

• Stay calm, professional, and objective at all times.

• Prioritize safety and transparency — but never speculate or assign blame.

• Ask for help as soon as you are able —our Operations Team is here to support you.

If you are leading a bicycle tour, safety is even more important than on a walking tour. There are additional considerations regarding road traffic, physical activity and possible separation between the front and back of the group. You should ensure you provide an adequate safety briefing before the tour departs, obey all traffic regulations and keep a close eye on your group for the whole tour. 

You should: 

Conduct a safety briefing before the tour:

• Welcome everyone, ensure helmets are fastened, and bikes are in good condition (check brakes, tires, gears).

• Inform everyone they should ride in a single file line for safety and minimal road impact.

• Remind them to keep a safe distance from the rider in front to avoid collisions.

• Go over any hand signals for turning and stopping (demonstrate left turn, right turn, and stop signals).

• Everyone should stay alert and follow the guide's lead. As well as the guide, keep an eye on any traffic signals (e.g. red lights). It may not be possible to get the whole group over a road in one go. The guide will always wait on the other side, NEVER cycle over a red light to 'catch the group'. 

• Tell people to signal if you they uncomfortable or need a break, and find a safe spot to stop. Agree what this signal will be in advance. 

• Provide a general reminder to watch for obstacles or hazards on the road (potholes, debris, pedestrians).

• Where possible, stick to designated bike lanes and paths; be aware of surroundings when sharing the road with motor vehicles.

• Ask if anyone has any questions before starting.

Stay vigilant during the tour 

• Maintain a steady pace and stay within the group.

• Communicate using voice or hand signals for turns, stops, and obstacles.

• Call out any changes in direction or potential hazards.

• Adjust speed or position gradually and make others aware of your movements.

• Take breaks at designated points to rest, hydrate, and check bikes regularly.

• Listen and watch for signals if anyone experiences any bike issues or feels unwell.

• Always wait for everyone to cross the road (and keep an eye on red lights). Wait on the other side if the light turns red during a crossing. 

• Use bicycle lanes wherever possible

Be mindful of other considerations: 

• Local environment and wildlife.

• Adjust route or pace if weather conditions change (e.g., rain, slippery roads).

• Dress appropriately for the weather and consider wearing layers.

• Obey all traffic signs, signals, and road markings. Yield to pedestrians and other road users where appropriate.

• Encourage people to drink water and stay hydrated. 

Inappropriate behaviour from guests

We are committed to ensuring the safety, well-being, and comfort of our guides during tours. We recognise that, in rare instances, guides may encounter inappropriate behaviour from guests. This section outlines examples of such behaviour, what to do in these situations, and how to report them.

Examples of Inappropriate Behaviour

Guides should be aware of the following behaviours, which are considered inappropriate and unacceptable from guests:

• Unwanted physical contact, such as touching, lingering too close, or any other form of invasion of personal space.

• Inappropriate or offensive comments, including remarks about appearance, race, gender, or personal matters.

• Aggressive or threatening behaviour, such as shouting, intimidation, or hostility.

• Actions or comments that create an uncomfortable or unsafe environment for the guide or other guests.

• Persistent attempts to engage in unwelcome personal or private conversations.

What to Do If You Experience Inappropriate Behaviour

• If you experience any inappropriate behaviour from a guest during a tour, you are empowered to take whatever action you deem necessary to ensure the safety of you and/or other members of the group, including:

  • Ask the Guest to Leave the Tour - If the guest’s behaviour is inappropriate but manageable within a group setting, feel free to politely and firmly ask them to leave the tour.

  • End the Tour for 1:1 or Private Tours - If the incident occurs during a private or 1:1 tour and you feel uncomfortable or unsafe, it is appropriate to end the tour immediately.

  • Provide Customer Service Team contact information to the customer should they wish to discuss the matter further.

  • Contact Your Guide Manager as soon as possible to inform them of the incident and seek support you need.

  • Submit an Incident Report linked on this page (see above)

Your safety and well-being are our top priority. If you experience inappropriate behaviour, rest assured that your concerns will be taken seriously. Your Guide Manager will work with you to review the incident, provide any additional support, and take appropriate action to prevent similar situations in the future.