DSelva Expeditions

Risk identification: Storms, hurricane-force winds, flooding.

Action plan:

• Constant monitoring: Designate a person responsible for following weather forecasts and disaster alerts from official sources.
• Immediate communication: Contact clients through all available channels (phone, WhatsApp, email) to inform them of the weather situation.
• Client options: Offer relocation to a safe hotel, trip rescheduling without penalty, or a partial or full refund, according to the agency's policy and suppliers.
• Supplier coordination: Maintain fluid communication with airlines, hotels, and transport providers to manage reservation changes.

Risk identification: Accidents, sudden traveler illnesses, disease outbreaks at the destination.

Action plan:

• Emergency protocol: Maintain a list of hospitals, clinics, and emergency services at each destination.
• Client contact: Assist the traveler in contacting their travel insurance or, alternatively, coordinate necessary medical care.
• Case follow-up: Designate a team member to follow up on the client's health status and medical insurance management.
• Prior education: Inform clients about the importance of having adequate travel insurance before starting the tour.

Risk identification: Flight cancellations, hotel overbooking, ground transportation problems, quality failures in contracted services.

Action plan:

• Emergency reservations: Maintain a list of alternative hotels and airlines that can be used when needed.
• Communication and negotiation: Act quickly to negotiate a solution with the original supplier (e.g., hotel relocation, reissuing an airline ticket).
• Client compensation: If the issue affects the experience, evaluate the possibility of offering symbolic compensation (an extra tour, a dinner) to mitigate dissatisfaction.
• Contract review: Include penalty or liability clauses in supplier contracts to protect both the agency and the client.

Risk identification: Expired passports or visas, travel restrictions for political reasons, unexpected changes in immigration laws at the destination.

Action plan:

• Advance advisory: Send clients reminders about the validity of their documents and visa requirements well in advance.
• Information verification: Monitor news and communications from consulates or embassies regarding changes in travel regulations.
• Remote assistance: Offer support to contact embassies or consulates in case a traveler loses their documentation or has legal problems abroad.

Risk identification: Vehicle mechanical failures, accidents, airport delays, transport strikes.

Action plan:

• Alternative transportation: Have an agreement with backup transport companies or have options for renting emergency vehicles.
• Itinerary management: If there is a delay, adjust the itinerary to minimize impact on scheduled activities and notify other suppliers (guides, restaurants).
• Airport coordination: Designate a person to monitor flight statuses and stay in contact with airlines to manage changes.
• Timely information: Keep clients informed about the reasons for delays and the adjustments made.