How can your tour company prepare for a crisis or emergency?

1 Assess the risks

The first step is to identify the potential risks and hazards that could affect your tours, both in your home country and in your destinations. You can use tools such as the World Travel and Tourism Council's Travel Risk Map, the World Health Organization's Disease Outbreak News, or the government travel advisories to get an overview of the current and emerging threats. You should also consult with your local partners, suppliers, and guides to get their insights and feedback on the ground. Based on your risk assessment, you can prioritize the most likely and severe scenarios and plan accordingly.

2 Develop a plan

The next step is to develop a crisis or emergency plan that outlines the roles and responsibilities of your staff, the communication channels and protocols, the contingency measures and resources, and the recovery actions and procedures. Your plan should be clear, concise, and realistic, and cover all the stages of your tours, from pre-departure to post-return. You should also consider the different needs and expectations of your customers, such as their health, safety, comfort, and satisfaction. Your plan should be reviewed and updated regularly, and tested and practiced through simulations and drills.

3 Train your staff

The third step is to train your staff on how to implement your plan and how to handle a crisis or emergency situation. Your staff should be familiar with the risks and the plan, and know how to respond quickly and effectively. They should also be equipped with the necessary skills and tools, such as first aid, emergency contacts, backup devices, and safety equipment. You should also provide your staff with psychological support and counseling, as dealing with a crisis or emergency can be stressful and traumatic.

4 Inform your customers

The fourth step is to inform your customers about the risks and the plan, and how you will protect them and assist them in case of a crisis or emergency. You should communicate with your customers before, during, and after the tour, and provide them with accurate and timely information and guidance. You should also encourage your customers to take their own precautions, such as getting travel insurance, vaccinations, and medical check-ups, packing essential items, and registering with their embassy or consulate. You should also collect their contact details and emergency contacts, and keep them informed of any changes or updates.

5 Monitor the situation

The fifth step is to monitor the situation and the environment, and be ready to adapt and adjust your plan and actions as needed. You should keep track of the developments and the alerts from the relevant sources, such as the media, the authorities, the local partners, and the customers. You should also evaluate the risks and the impacts, and decide whether to continue, modify, cancel, or evacuate your tours. You should also communicate your decisions and reasons to your staff and your customers, and provide them with support and alternatives.

6 Learn from the experience

The sixth step is to learn from the experience and improve your plan and performance for the future. You should conduct a debriefing and an evaluation of the crisis or emergency situation, and identify the strengths and weaknesses of your response and recovery. You should also collect and analyze the feedback and the complaints from your staff and your customers, and address any issues or concerns. You should also document and share the lessons learned and the best practices, and update and refine your plan and training accordingly.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?