Embedded Files
"On-tour issues" refer to the range of scenarios or problems that travelers might encounter after their journey begins. These issues can affect the overall experience and may require immediate intervention or support.
COMMON ON-TOUR ISSUES
FLIGHT DELAYS OR CANCELLATIONS
Travelers may face unexpected delays or cancellations due to weather, technical issues, or airline scheduling problems, which could lead to missed connections and disruptions to their planned itinerary.
ACCOMMODATION PROBLEMS
Issues such as double bookings, substandard room quality, or discrepancies between the booked and received services can cause significant inconvenience. In some cases, accommodations might not meet advertised expectations or the traveler’s requirements.
LOST OR DELAYED LUGGAGE
Lost, delayed, or mishandled luggage can affect a traveler’s ability to enjoy their trip, especially if essential items are missing.
TRANSPORTATION DELAYS OR FAILURES
Travelers might experience sudden illness, injuries, or require urgent medical care while abroad. This could include anything from minor health concerns to major emergencies requiring immediate hospitalization or evacuation.
TRAVEL DOCUMENTATION ISSUES
Misplaced or invalid documentation, such as passports, visas, or permits, can cause delays, prevent entry into certain countries, or create complications during travel.
LANGUAGE AND CULTURAL BARRIERS
Miscommunication due to language differences or misunderstanding local customs can lead to frustration, misunderstandings, or accidental offense, affecting a traveler’s enjoyment and comfort.
SAFETY CONCERNS/NATURAL DISASTERS
Travelers might face security concerns due to local political instability, natural disasters, or unexpected crime. These issues may require evacuation or urgent re-routing to ensure their safety.
UNEXPECTED COSTS
Hidden fees or unexpected costs for services such as local taxes, resort fees, or activity surcharges can cause budget-related stress.
On-Tour = Start date is the day of the customer's flight departure
Example:
Land Only Tour with Flight Booking:
Tour start date: 10 April 2025
Flight Departure Date: 9 April 2025
8 April 2025 - Call/Email (CS - Notation and Checklist’ Playbook)
9 April 2025 - On Tour Notation and Checklist Playbook
10 April 2025 - On Tour Notation and Checklist Playbook
updated as of April 7, 2025
All On-Tour calls or emails from supplier or customer will follow the ‘On-Tour Notation and Checklist’ Playbook. (Previously referred to as Issues and Incidents)
It is no longer necessary to also fill in the ‘CS - Notation and Checklist’ Playbook.
Redefining On Tour Status for Customer Service Reference
updated as of August 2, 2025
Flight Inclusive and Land Only bookings will be treated the same.
For both types of bookings with flight details on file, the On Tour status begins on the flight departure date.
For Land Only bookings, if the customer has already arrived at the destination even if the official tour date has not yet started and the reason is to join the tour, it will be considered as On Tour.
However, if the customer's concern does not affect the tour experience or arrangements, there is no need to complete the On Tour Playbook.
If the concern impacts the tour in any way, it should be treated as On Tour and the On Tour Playbook must be completed. Standard On Tour procedures will apply in this case.
Keywords: on tour process, on tour definition, tour flow, tour operations, in-destination process, tour logistics, on-ground process, escorted tour steps, travel experience flow, guest journey, tour management, on-tour procedures, tour execution, operations process, during tour, live tour handling, real-time tour process, tour service delivery
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