Don't
let a group tour turn into a nightmare
To
ensure a hassle-free holiday, go through these common misconceptions about
package tours.
The best
thing about opting for a packaged group tour is that you outsource the headache
and effort of hashing out an itinerary to the tour company of your choice. The
hand-holding involved is unmatched since you have a tour representative with
you every step of the way. “Packaged tours are definitely a good option for
first-time travellers and the elderly,” says Sunil Hasija, senior
vice-president, TUI India. Besides the convenience, there are the savings to
consider since such tours work out cheaper than independent trips because of
the bulk buying and negotiating power of bigger agencies.
However, many people seem to think that these are baby-sitting exercises, which automatically guarantee everything from securing your visas to the safety of your baggage. This may not always be true and your tour operator may not be able to provide all the services you thought he would. “The assumption level of Indian customers is very high. They assume quite a few services and when they don’t find these, they start to get disappointed,” says Kartik Tiwari, senior official at BhutanTravelAgency.com.
To ensure that you are not caught unawares, go through the following myths about packaged group tours that have the potential of ruining your holiday.
Mistake 1
Buying travel insurance will cover all baggage liabilities
Every tour operator stresses on the importance of purchasing travel insurance before a trip. We are in complete agreement because a good policy will not only provide medical and accidental cover, but also exigencies such as trip cancellation, flight delays, even baggage loss. The misconception lies in thinking it covers all types of baggage loss. Says Karan Anand, head, relationships, Cox & Kings: “Insurance companies the world over offer cover only for the loss of checked-in baggage by the airline, not outside the airport premises.” So if your baggage gets flicked from, say, your hotel or the tour bus, you are out of luck. All you can do, according to Anand, is to ask your tour manager to take you to the local police station to file a complaint.
If your checked-in baggage is misplaced by the airline, compensation is in order but you will need to immediately report the incident to your airline carrier. Says Rajiv Duggal, managing director of Kuoni India: “Be sure to get your baggage claim stub verified for tracking. The airline in question will track the missing baggage in other flights or at the airport of departure using the stub claim. If located, the luggage will be delivered at the address you provide.” He advises keeping a copy of the irregularity report filed with the airline and flight details to ensure compensation.
Mistake 2
What I see in the brochure’s itinerary is written in stone
Most travellers sign up for a tour after seeing its listed or advertised itinerary and inclusions. However, as the terms and conditions document of all the leading tour operators point out, there can be impromptu changes. For instance, the SOTC document clearly states, “Factors and circumstances beyond our control, like traffic problems, weather conditions, festivals, sport events, strikes, change of management/closure of hotels, over-booking of hotels/flights, cancellation/re-routing of flights or railway, closure or restricted entry at a place of sightseeing may result in changes in itineraries. We, therefore, reserve the absolute right to alter, amend, change or modify the tour package, itineraries, tour schedule, the travel plan and sightseeing. Where we may know of these sufficiently in advance we would notify you, otherwise our tour managers or local representative/s would inform you of the changes on the spot.”
The good news is that the tour guide or manager will never be able to do anything on an ad hoc basis because the firm’s head office has to give the green signal for every itinerary change. To avoid such surprises, make sure you read the offer document before signing it, which should be at the time of paying up.
Mistake 3
I’ll send a complaint note when the trip is over
When you’ve paid good money for your holiday, why should you ignore any deficiency in service? Many people stack up their grievances to avoid ruining the holiday mood and make a formal complaint on getting back home. Big mistake. Says Hasija: “If a customer, at any stage of the tour, is dissatisfied with the services, he should inform the tour company there and then.” He adds, “We rely on hotels and other vendors to give travellers the best experience, but there are times when they do not comply with our requests without our knowledge.” So if you speak up, the tour operator may be able to resolve it by speaking to the erring vendor. Better yet, follow up your verbal complaint with a written one. “The biggest mistake will be to believe in any verbal commitment. Travellers should get a written note on vouchers to ensure that the provider sticks to what he can deliver,” says Sanjay Bhasin, MD, Goibibo.com. The wording of your complaint and its accuracy also matter. “Don’t leave it at saying ‘food on the tour was not good’. A better complaint would be ‘food on 3 June at XYZ restaurant in ABC location was bland and uncooked,” says Mohit Gupta, chief business officer, holidays, MakeMyTrip.com.
Mistake 4
I’m sure the tour manager will understand if I arrive a little late
Unfortunately, this will cause you to literally miss your bus. In any group tour, sticking to timings and schedules is crucial because there is little room for flexibility and itinerary changes. “The Indian tourist shows a typical penchant for disregarding punctuality and sometimes has to suffer for it,” says Gupta. Adds Anand: “Guests are required to be ready for the day’s scheduled activities at the allotted time so they cannot wake up or get ready at a leisurely pace. The coach will leave without the guests who fail to report on time as there are others in the group who are ready to begin the day.” So make sure you read the day-wise itinerary handed over at the start of the tour carefully.
If you can’t stand the idea of schedules and timings even on a vacation, opt for customised, independent tours or a do-it-yourself holiday.
Mistake 5
My visa paperwork will be done as I’ve paid a fee for it
Tour companies charge a service fee, along with the required visa application fee, in order to process the paperwork. However, they have no control over the fact that you actually get your visa on time. Should your application be rejected, you will forfeit the money shelled out for the exercise. A lot of people expect a refund, but that’s irrational. Had you done your own paperwork, would you expect the embassy or the high commission to refund your visa application fee in case of a rejection?
However, many people seem to think that these are baby-sitting exercises, which automatically guarantee everything from securing your visas to the safety of your baggage. This may not always be true and your tour operator may not be able to provide all the services you thought he would. “The assumption level of Indian customers is very high. They assume quite a few services and when they don’t find these, they start to get disappointed,” says Kartik Tiwari, senior official at BhutanTravelAgency.com.
To ensure that you are not caught unawares, go through the following myths about packaged group tours that have the potential of ruining your holiday.
Mistake 1
Buying travel insurance will cover all baggage liabilities
Every tour operator stresses on the importance of purchasing travel insurance before a trip. We are in complete agreement because a good policy will not only provide medical and accidental cover, but also exigencies such as trip cancellation, flight delays, even baggage loss. The misconception lies in thinking it covers all types of baggage loss. Says Karan Anand, head, relationships, Cox & Kings: “Insurance companies the world over offer cover only for the loss of checked-in baggage by the airline, not outside the airport premises.” So if your baggage gets flicked from, say, your hotel or the tour bus, you are out of luck. All you can do, according to Anand, is to ask your tour manager to take you to the local police station to file a complaint.
If your checked-in baggage is misplaced by the airline, compensation is in order but you will need to immediately report the incident to your airline carrier. Says Rajiv Duggal, managing director of Kuoni India: “Be sure to get your baggage claim stub verified for tracking. The airline in question will track the missing baggage in other flights or at the airport of departure using the stub claim. If located, the luggage will be delivered at the address you provide.” He advises keeping a copy of the irregularity report filed with the airline and flight details to ensure compensation.
Mistake 2
What I see in the brochure’s itinerary is written in stone
Most travellers sign up for a tour after seeing its listed or advertised itinerary and inclusions. However, as the terms and conditions document of all the leading tour operators point out, there can be impromptu changes. For instance, the SOTC document clearly states, “Factors and circumstances beyond our control, like traffic problems, weather conditions, festivals, sport events, strikes, change of management/closure of hotels, over-booking of hotels/flights, cancellation/re-routing of flights or railway, closure or restricted entry at a place of sightseeing may result in changes in itineraries. We, therefore, reserve the absolute right to alter, amend, change or modify the tour package, itineraries, tour schedule, the travel plan and sightseeing. Where we may know of these sufficiently in advance we would notify you, otherwise our tour managers or local representative/s would inform you of the changes on the spot.”
The good news is that the tour guide or manager will never be able to do anything on an ad hoc basis because the firm’s head office has to give the green signal for every itinerary change. To avoid such surprises, make sure you read the offer document before signing it, which should be at the time of paying up.
Mistake 3
I’ll send a complaint note when the trip is over
When you’ve paid good money for your holiday, why should you ignore any deficiency in service? Many people stack up their grievances to avoid ruining the holiday mood and make a formal complaint on getting back home. Big mistake. Says Hasija: “If a customer, at any stage of the tour, is dissatisfied with the services, he should inform the tour company there and then.” He adds, “We rely on hotels and other vendors to give travellers the best experience, but there are times when they do not comply with our requests without our knowledge.” So if you speak up, the tour operator may be able to resolve it by speaking to the erring vendor. Better yet, follow up your verbal complaint with a written one. “The biggest mistake will be to believe in any verbal commitment. Travellers should get a written note on vouchers to ensure that the provider sticks to what he can deliver,” says Sanjay Bhasin, MD, Goibibo.com. The wording of your complaint and its accuracy also matter. “Don’t leave it at saying ‘food on the tour was not good’. A better complaint would be ‘food on 3 June at XYZ restaurant in ABC location was bland and uncooked,” says Mohit Gupta, chief business officer, holidays, MakeMyTrip.com.
Mistake 4
I’m sure the tour manager will understand if I arrive a little late
Unfortunately, this will cause you to literally miss your bus. In any group tour, sticking to timings and schedules is crucial because there is little room for flexibility and itinerary changes. “The Indian tourist shows a typical penchant for disregarding punctuality and sometimes has to suffer for it,” says Gupta. Adds Anand: “Guests are required to be ready for the day’s scheduled activities at the allotted time so they cannot wake up or get ready at a leisurely pace. The coach will leave without the guests who fail to report on time as there are others in the group who are ready to begin the day.” So make sure you read the day-wise itinerary handed over at the start of the tour carefully.
If you can’t stand the idea of schedules and timings even on a vacation, opt for customised, independent tours or a do-it-yourself holiday.
Mistake 5
My visa paperwork will be done as I’ve paid a fee for it
Tour companies charge a service fee, along with the required visa application fee, in order to process the paperwork. However, they have no control over the fact that you actually get your visa on time. Should your application be rejected, you will forfeit the money shelled out for the exercise. A lot of people expect a refund, but that’s irrational. Had you done your own paperwork, would you expect the embassy or the high commission to refund your visa application fee in case of a rejection?
ETW120709
No comments:
Post a Comment