Purple relates to an on-tour issue or complaint from the customer - this might be raised by the customer directly or the supplier might contact us with this information.

A minor issue that can be resolved on-site without significant impact on the tour or requiring escalation to higher management. Does not require escalation to the supplier or internal operations.

This might be general feedback, seating or meal issue, does not like their hotel room or the hotel location etc.

Blue relates to an on-tour issue or complaint from a customer - this can either be raised by the customer or the supplier.

A more serious issue that requires additional attention, potential escalation to management, and may involve customer compensation or supplier intervention.

This will likely require discussions with the supplier so will need to be escalated to operations for further assessment.

Examples of this could be a transfer no-show, delayed arrival due to a flight change.

Any incident that may cause minor disruption to operations, but customers are not immediately impacted. Any situation that needs monitoring. 

Examples: Pollution reaches unsafe levels in Beijing, Political unrest, strikes/demonstrations.

Any minor incident that impacts customer well-being - the most common incident type that we see.

Examples: Animal bite, gastro, bag snatch, minor vehicle accident or incident

Escalation: Supplier to email incident@inspiringvacations.com - no emergency call needed

• Handled by OPS and CS, potentially IC where required.

Any major incident that may seriously impact customer well-being and/or pose a significant risk to the business.

Examples: Assault with physical violence, Fire (customers evacuated and/or property damaged), vehicle incident

resulting in injury and/or serious damage to the vehicle

Escalation: Supplier to email incident@inspiringvacations.com and also call our inbound supplier emergency number

• Manila to escalate to MEL if received outside of business house so we can enact after-hours procedure\

• Major IRT (all roles excluding marketing, PR and legal)

Any critical incident where customers have been seriously injured and/or there is severe risk to the business and/or potential negligence.

Examples: Fatalities of any kind, Rape, Arrest (customer, leader, office), missing person, vehicle incident resulting in serious injury and/or fatalities.

Escalation: Immediate call to direct emergency number (hierarchy list) and to email incident@inspiringvacations.com

• All IRT roles

Any catastrophic incident such as an incident involving multiple casualties and/or potential negligence

Examples: Terrorist attack, pandemic (casualties and/or missing persons and/or large-scale disruption to operations)

Escalation: Immediate call to direct emergency number (hierarchy list) and to email incident@inspiringvacations.com

• All IRT roles

• Submit the On-tour Notation and Checklist in HubSpot. This is applicable to all scenarios. Follow the steps HERE.   Outside of hours serious incidents should be called through to MEL leadership.  Please coordinate with a MNL CS TL so they could check the after hours roster. (Update as of 10/04/2025)

• All information that needs to be inputted here should have been gathered from the call.

• Once the playbook has been submitted, this will trigger both an email and a slack message to the “supplierinbound-incident” group channel in slack, which includes all IRT members.

• Leave very detailed notes against the call.

• Remind the supplier to email the incident details if they haven’t already - inbound incident emails will continue to trigger a message to the on-tour incident group channel.