Emergency Procedures

If your flight from Canada is delayed and you lose your connection to the city you are travelling to in Brazil, please inform the FlyTour representative as soon as you meet him/her at the arrival area at Guarulhos airport, if you have not already done so. He/She will provide you with a new ticket for the next available flight.

If the next available flight is only on the next day, the FlyTour representative will book a hotel close to Guarulhos airport for you to sleep overnight. This hotel will have a shuttle service to take you from the airport to the hotel and then from the hotel to the airport for free. Please inform yourself about the time that the shuttle leaves the hotel to the airport in order to arrive in time for the flight.

If your flight within Brazil has a connecting flight later on and you lose that connecting flight, here is what you should do for each case below:

a) If the first flight was delayed due to an Airline problem, contact the Airline booth. It is the Airline’s responsibility to book you the next available flight, and depending on the number of hours that you will have to wait for this next flight, they are also responsible for booking you a hotel room.

b) If you happened to miss it for whatever other reason, contact FlyTour’s Emergency 24h Hotline and ask for another flight ticket to be purchased. The numbers are below:

+55 16 3904 3919

For state capitals and metropolitan regions, and other Brazilian regions

Staff name: Izabel dos Santos

+55 16 99607 0442

rao.iguatemi01@flytour.com.br

Staff name: Beatriz Borsari

+55 16 99770 0443

exec.rao.iguatemi01@flytour.com.br

If you arrive at an airport and discover you missed your flight, and you are without the presence of someone from the school, please contact FlyTour’s Emergency 24h Hotline and ask to issue another flight ticket.

If you are at Guarulhos Airport and just arrived from Canada, please talk to the FlyTour representative that greeted you, he/she will know what to do. If you are in another airport or in Guarulhos, but not arriving from Canada, and therefore you do not have the FlyTour representative with you, then you should wait 20-30 minutes at the arrival area and only then should you take a taxi to the hotel.

Do not walk around the airport since the chances of finding the person decrease by doing this.

If you decide to take a taxi and it was a School Driver that was supposed to have picked you up, please remember to call someone from the school once you arrive at the hotel (ask for help at the reception if you need) to let them know that you are safe and already at the hotel. Communicating this decision is important to avoid misunderstandings!

If no one arrives to pick you up at the hotel to take you to the school/airport, then please ask the hotel front desk person to call a taxi for you to go to your next destination. If your next destination is too far from where you are, first contact FlyTour number to help you discover what are your options to get you where you need to be next (airport, bus station etc.).

If this contact doesn’t succeed to help you out, please contact someone from the school that you were visiting, since they are the responsible ones for your transportation back to the airport, or to the other school that you’re going to.

Unfortunately, if neither of the options above were able to help you, please stay at the hotel that you were and book another night there. You don’t need to worry, because you’ll be reimbursed for this expense when you get back to Canada. Then, you need to ask the Maple Bear school that you were visiting to contact Maple Bear Central Office and let them know about this new arrangement since your problem wasn’t solved. If you lost your flight back to Canada due to this problem, please also contact Patti, because she will be able to help you get another flight to Canada.

You should be prepared to pay for taxi rides that you may need to take on your own, and remember to ask for a receipt to take to the school to be reimbursed. If the taxi ride happens after you already left the school (e.g.: from hotel to airport on Saturday) and you are not going to have contact with anyone else from the school, then please take the receipt to Canada to be reimbursed.

Please make sure to have all the information regarding your health insurance printed out and carry it with you at all times, this includes:

• Your policy number and/or insurance card

• Insurance telephone number

• List of medical procedures covered by the insurance company

In an emergency, if you are able to do so, please contact your insurance company for approval of medical attention and indication of which medical center to use.

Please contact the school if you need to go to the hospital and ask them to contact Maple Bear Central Office.

It is important that you have the school’s contact information in your possession, available on Service Center (https://servicecenter.maplebear.com.br). Maple Bear Central Office will connect with your emergency contact on the Trainers’ Emergency Contact Form. Make sure to have it completed or updated and submitted to Patti before arriving in Brazil.

Always have with you the hotel voucher sent by the travel agency (hard copy or electronic), this way, you will always be able to guarantee that you have a room reservation.

What if there is a problem with my hotel reservation?

Since FlyTour is responsible for making your reservation in the hotel, please ask for the hotel front desk person to contact the Emergency 24h Hotline and talk to Izabel or Beatriz to solve this problem. Also, if the hotel tries to charge for the meals or something that you are not supposed to pay, please send an email to FlyTour’s contact or call Emergency 24h Hotline number to report the problem.

What if there is a problem with my hotel room?

Please contact the hotel front desk person if your hotel room presents any problem in its structure, for example, no hot water, air conditioning not working, bad smells, problems with minibar, etc. The staff of the hotel will be able to address your problem more efficiently and faster.

Maple Bear Central Office works to make sure your hotel meets the minimum requirements demanded in its internal policy, which are:

• Hotels must be located in a safe neighborhood and proximate to the school. They must be clean, well maintained and have all of the basic amenities like shower and television. An exercise room, although not mandatory, is a nice amenity.

• Rooms must include a table or desk, proper chair, internet access and good phone service in the room to allow the Trainer to work in the evenings as needed.

• Hotels must have a restaurant that provides three meals a day or room service.

If, for any reason, you encounter a problem in the hotel that makes it necessary to change the hotel, please contact Maple Bear Central Office in Brazil.

All Trainers are strongly advised to have photocopies of important documents, including credit and debit cards, and kept in separate places.

• If you lose your credit/debit card, call your financial institution immediately;

• If you lose your passport/visa, contact the Consulate General of Canada in São Paulo (+55 11 5509 4321 / spalo@international.gc.ca) or the Canadian Embassy in Brasilia (+55 61 3424 5400 / brsla@international.gc.ca).