Tour Leader's Handbook

IMPORTANT NOTE OF TOUR

Dear Tour Leaders,

Our company, KUONI TUMLARE (hereinafter referred to as KT), has compiled a list of various situations commonly encountered by groups during their journey. Please take some time to carefully read it before your trip. We hope that having this information on hand will assist you in promptly addressing any similar issues that may arise during your journey.

1: BEFORE DEPARTURE 

• Please review the final itinerary and vouchers provided as soon as you receive them, and please follow the schedule as confirmed. 
• For any questions or queries before group departure, or any necessary amendments before travelling, e.g., itinerary/pax number/timings, please write to us through your company’s representatives to ensure all requests proceeded properly.
• Please make sure the passenger numbers are matched on the itinerary, if there are any amendments, please inform our company to proceed with necessary changes.
• Please double check the passenger numbers and timing on the train tickets.

2: FLIGHT DELAYS

• In case it caused any delays to your itinerary, please inform KT as soon as possible to make necessary changes to ensure smooth progress of the journey.  

3: ARRIVAL AT AIRPORT

 If the group has any luggage issues/enquiries, please liaise with the airline or its luggage handling lost and found department directly, because the 3rd party such as KT is not allowed to get involved due to privacy concerns. 

LOST LUGGAGES:

• Report to the lost luggage/property desk claim area in the airport and obtain a declaration form and tracking number. 
• In case of luggage issue affecting the group's itinerary, please notify KT promptly.
• Please confirm with the customers whose luggage is lost whether they have purchased any travel and luggage insurance.
• Tour leader should maintain constant contact with the airline, or its luggage lost and found department for further follow-up. 

LUGGAGE DAMAGE:

• After collecting the luggage, report to the airline and obtain a claim form. Please follow up with the airline for any subsequent compensation query. 

 COACH PARKING/PICK UP POINT:

• NOTE: Some airport terminals have access restrictions, and all buses are required to remain in the parking area until instructed by the coach marshal to pick up the group.
• NOTE: Some airports have designated parking areas for tour coaches, and all buses need to wait in the area.
• Please double check the coach parking policy and parking point of arrival airport before departure. If unsure, please check with KT to make sure smooth pick up.
• If an airport assistant is required for airport pick up service, please contact KT as early as possible to ensure it is promptly arranged. 

• AIRPORT with different PICK UP PROCESS

• LHR (London Heathrow Airport) –
  • All coaches stand by at the official coach park outside of terminals.
  • It will take about 15-20min from coach parking to actual terminal.
  • Tour Leader needs to approach Coach Marshall to release coach by providing Name of coach company, Flight number.
  • Coach Marshall is located at bus stop for group travel. Coach Marshall can be identified with reflex yellow jacket.
  • Coach Marshal operate during 06:00-22:00 Mon-Sun. After 22:00 all coach will be automatically released for group of late arrivals.
  • If the Coach Marshall is not on site at coach parking, tour leader can call [phone] during their working hours. 

• OSL (Oslo Gardermoen Airport) - Upon arrival, group need to contact coach information desk and provide KuoniTumlare brand, coach company name, tour reference and staff will allocate pick-up platform for group to wait for the coach.

4: WHILST TRAVELING ON THE ROAD

Amendments / New Requests / Cancellation of Services 

• If you want to request any amendments to your itinerary including new service or cancel booking request, please ensure to notify KT local office on weekday during business hour (normally 0900-1800 local time), and at least 48hours in advance of the service, to allow sufficient time for us to assist your group. Any request made less than 48hours in advance or during the weekend may not be accommodated.
• NOTE: Changes or cancellations within 48hours will incur a 100% cancellation fee.
• NOTE: Any amendment after tour departure will be subject to handling fees by KT. (from AUGUST 2023)
• Amendment is not possible during weekends and local public holidays.
• Meal preference amendment may not be possible after tour departure. (e.g., changing from non-beef to vegetarian options, etc.) If needed, tour leader may negotiate with the restaurant on-site. The restaurant will accommodate based on availability and circumstances on the day. 
• Any changes, additions, or cancellations of service items are subject to the supplier's availability and conditions. Therefore, additional charges may apply (e.g., cancellation fees or fees associated with changes), or it may not be possible to meet your specific requests. 
• Please ensure to adhere to the scheduled times on the itinerary to avoid unnecessary issues for your group.
• In case of delay due to traffic conditions or unforeseen circumstances, please contact KT local customer service team or relevant suppliers as soon as possible so that we have sufficient time to assist the team in arranging adjustments to the itinerary.
• Please note that any changes are subject to the current situation of the supplier and may result in additional charges.

5: ON-THE-SPOT PAYMENT BY TOUR LEADER

• Hotel CITY TAX - Some cities in Europe have started collecting local accommodation taxes (CITY TAX). The amount charged depends on the city, time, and season, and should be paid on-site by the tour leader.
• Some hotels only accept contactless payment method for city tax, so tour leader please make sure to have credit card ready for payment.
• All city entry tax (or congestion charges), parking fees, tolls, except for those that must be paid by the driver, will be covered by the tour leader during the trip.
• TIPS - All tips during the journey are not included in KT's service offerings (unless they are included in the original quote, or if the travel agency has agreed to pay them along with the group’s fee before departure). The tour leader is required to discuss and pay appropriate tips with relevant personnel. KT will not intervene in any disputes related to tipping amounts.
• If you have any questions about the payment details for the services and cannot find the information in your English itinerary, please contact KT to ensure smooth progression of your journey.
• KT assumes no responsibility for any travel services not listed in the official English itinerary (FINAL ITINERARY). If you wish to book additional travel services or optional activities not listed in the English itinerary through KT, please contact the nearest KT branch in advance to make the booking and pay for these additional or optional services beforehand.

 6: HOTEL CHECK-IN IMPORTANT NOTE 

• Hotels may require the tour leader to provide a credit card at check-in as security for any additional charges for the group’s rooms. (e.g., minibar use by customer)
• Standard policy by hotel or local government to ask to scan a copy of all customers’ passport.
• The group does not need to show a confirmation letter upon check-in (including for pre-booked luggage handling services).
  • NOTE: If the luggage handling service is not used upon arrival or departure due to the absence of hotel staff, please ensure to get a written proof stamped by the hotel and send it to KT Sales office via email or fax within 5 days after returning for a refund.
  • NOTE: If the group decides not to use the luggage service on the spot, a refund cannot be issued.

• Please confirm the location and times for breakfast with the hotel reception at check-in.
• Europe has strict regulations and penalties for smoking. If you violate rules in non-smoking rooms (e.g., smoking indoors), you will be charged a substantial fine and additional costs (e.g., extra room cleaning fees).
• The hotel’s heating and air conditioning are adjusted according to the season. Air conditioning is only available during high temperatures in summer, and heating is only available during low temperatures in winter.
• In case there is any damage in the room when check in, please report to hotel immediately to clarify the responsibility.
• We suggested customers carry valuable items with you or keep them in the hotel/room safe. KT and the hotel do not hold responsibility for customers’ belongings safekeeping, finding lost items, or compensation in case any items are missing.
• KT only provides room and breakfast booking services. Any extra charges incurred (e.g., room damage, misuse of chargeable mini-bars, room service, meals, or any other costs not included in the room rate) must be settled with the hotel before departure to avoid disputes later.
• Hotel buffet breakfast is for dine-in only and cannot be taken away from the restaurant without notifying the staff. Please remind customers of the dining etiquette and rules to avoid disputes at the venue or afterwards.

7: GROUP TRAIN TICKET - REDUCE PAX NUMBER and REFUNDS PROCESS: 

• Group train tickets included: Group Ticket / Control Coupon / Reservation Card.
• To avoid unnecessary extra payments, the tour leader should check the total number of passengers listed in the top right corner of the ticket, and ensure it matches the actual number of passengers.
  • In cases where part or all group train ticket is not used due to any reason (e.g., last minute changes by suppliers, strikes, natural disasters etc), tour leader should obtain an authorized stamp or signature from the station staff or inspectors before the train departs for the ticket refund to be valid.
  • Ticket refunds depend on the type of ticket, ticketing rules, and the railway company's regulations. To apply for a refund, KT office must be provided with the original, unused, and unmarked train ticket. Copies are considered invalid.
• If porterage service is booked at the station, group must arrive at least 1 hour in advance, otherwise, service is unlikely to be able to be provided
• IMPORTANT: Majority of the train tickets could not be refunded once issued. Only a few specific types of round-trip tickets, such as Regional and Interval Train tickets – ICE, IC, RE, EC, can be refunded if applied for before the group's departure. The possibility of a refund is subject to the ticketing rules.  

8 : LOCAL GUIDING 

• At majority of the European cities, group must be accompanied by a licensed local guide for sightseeing. Tour leaders are not permitted to conduct the tours themselves; failure to comply can result in a minimum fine of 2,000 Euros.
• If there is a need to arrange a local guide in any specific language, please contact KT sales office as early as possible. 

9: SAFETY NOTES AND WARNING

• Please remind customers to take care of their own valuables at all times.
• KT and its partner suppliers are not responsible for safekeeping, nor for locating lost items.
• KT and its partner suppliers are not liable for any compensation related to losses that cannot be attributed to them.
• Please make sure to count all pieces of luggage when loading / unloading to and from coach, train, cruise, and when using hotel storage and porter services. 
• Tour leaders and customers should not leave valuables in the coach or hotels unattended at any time. 

10: LOST ITEM 

ITEM LEFT ON COACH / HOTEL

• Any personal items left on the coach or hotels are under customer’s own responsibility.
• Please try to contact the suppliers or driver directly if you notice any item has been left over.
• Please note that handling fee may apply if you request the search for the lost item by Kuoni Tumlare (condition may apply) 

THEFT CASE

• Please check with customers or travel agency whether personal or group travel insurance has been purchased.
• If personal insurance is in place, advise customers to contact their insurance provider immediately to report the situation so they can follow up related coverage or compensation matters.
• It is essential to report the incident to the nearest police station immediately and obtain a police report or relevant documents.
• Please also inform KT promptly to provide any necessary support.

REPORTING TO THE POLICE

• In case of robbery, stealing, or theft, please immediately report to the nearest police station and obtain a police report or related documents.
• Police reports are essential for processing reissue of passports and insurance claims.

TEMPORARY POSSPORT 

• If a passport is lost or stolen, after filing a report at the police station, promptly contact the nearest consulate or embassy of the customers’ country of origin. They will explain how passports are re-issued and assist with the procedures. Cost and duration are vary depends on the consulate / embassy. 

LOST CREDIT CARD

• Please immediately contact the credit card customer service team to cancel all usage permissions of the credit card. 

11: ILLNESS / INJURY

• A & E (Accident and Emergency) – Generally, there can be a considering a long waiting time at the hospital's A & E (or emergency room) after customers arrive. 
• Ambulance Service - If an ambulance service is needed, please ask assistance to hotel staffs, guides, or assistant if available. Customer will then be sent to the nearest A&E. While requesting ambulance services, confirm the charges and clearly inform the customer about the payment details to avoid disputes later. 

CONTACT INSURANCE COMPANY

• If the customer has purchased personal travel insurance, it is essential to contact their insurance company first for incident management. For example, ask about arranging medical interpreters, various medical service options, claims processing, arrangements for family members’ accommodation, etc.
• In any situation, the tour leader must report the incident to KT as soon as possible. If the customer's insurance company does not provide companion or translation services, KT will strive to arrange the necessary services (e.g., accommodation, companion, or interpreter, etc.) as required. Charges depend on the situation at the time. In particular cases, if post-service payment is needed, the customer/tour leader or travel agency must sign a payment agreement.
• It is crucial to notify KT's insurance company to facilitate subsequent insurance claims.

12: EMERGENCY CONTACTS IN EUROPE

• In Europe, the common emergency contact phone number is 112
• Global mobile phones can dial 112 in the following countries: 

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Spain, Sweden, Switzerland, Ukraine, and the United Kingdom. Local emergency numbers in these countries are also applicable. 

** In other regions/countries, please check with local hotel reception staff for more accurate information or prepare local emergency contact information and the contact details of diplomatic missions before departure.