EXODUS LEADER MANUAL

Document Issue Status – FINAL – Issue No. 1

TitleDate Name Signature Date

Olly Townsend August 2008 Author Leader Operations Manager

Reviewer Mike James August 2008 Head of Operational Quality

Confidential

Exodus Leader Manual 2008

EXODUS LEADER MANUAL: 2008 EDITION

ABOUT THIS MANUAL

This manual is written for the benefit of all Exodus Tour Leaders. It includes basic guidelines on how we expect all Exodus Tour Leaders to behave and the minimum standard of service we expect from our staff all around the world.

Exodus has produced a leader manual for its leaders and guides since 1996. The 2008 version is an updated, rationalised and improved manual, suitable for the wide range of staff running Exodus trips around the world.

The manual covers all of the Exodus programmes: Walking & Trekking, Discovery Wildlife & Adventure, Family Adventures, Cycling, and Winter Activities.

The manual is split into two main sections:

• Section I - Leader Manual 2008 – contains updated information about working as an Exodus Leader • Section II - Appendices 2008 – contains current versions of all leader paperwork (including trip forms), plus additional information relevant to leading an Exodus trip.

For 2008, the Exodus leader paperwork has been reviewed and updated. In Section II of the report, you will find a brief summary of the various forms, which you are expected to have read, understood and use where appropriate.

Please remember that the Trip Notes form the contract between Exodus and the client; it is therefore essential that unless there are exceptional circumstances, we provide what is promised in the Trip Notes.

Please read the manual and carry it with you when you are leading an Exodus tour.

Please confirm receipt of this manual with your local agent/operator, who will let Exodus know on your behalf

Never let the clients read this manual or see the rooming lists. The information contained in the manual is to be treated as confidential.

Thanks and best of luck with all your forthcoming trips.

Olly Townsend Leader Operations Manager

August 2008

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TABLE OF CONTENTS

SECTION I – EXODUS LEADER MANUAL 2008

1. INTRODUCTION

1.1 Brief history of Exodus

2. RESPONSIBILITIES OF AN EXODUS LEADER

3. LEADING AN EXODUS TRIP

3.1 Meeting the group at the airport 3.2 Client briefings 3.3 Other aspects of the trip 3.4 What to take whilst leading a trip 3.5 Paperwork to be completed at the end of the trip 3.6 Dealing with clients onward travel arrangements

4. RISK ASSESSMENTS & RESPONSIBILITIES

4.1 Motor Vehicles and boats 4.2 Management and direction on tour 4.3 Accommodation, campsites, eating places 4.4 Sporting & Adventurous Activities

5. EXODUS PROCEDURES

5.1 Emergency Procedures 5.2 Non-emergency procedures

6. RESPONSIBLE TOURISM & THE EXODUS MINIMUM IMPACT POLICY

6.1 Responsible Tourism 6.2 The Social & Cultural Environment 6.3 Economic Issues 6.4 The Physical Environment

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TABLE OF CONTENTS

SECTION II – APPENDICES 2008

Appendix A Check Lists For Exodus Leaders

Appendix B Client Details & Insurance Form

Appendix C Trip Report Form

Appendix D Liability Waiver Form

Appendix E Release Form

Appendix F Incident/Accident Report Form

Appendix G Helicopter Evacuation Form

Appendix H Holiday Evaluation Form

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SECTION I – LEADER MANUAL 2008

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1. INTRODUCTION

1.1 Brief history of Exodus

Exodus was founded in 1974. The early years of Exodus Expeditions were devoted to Overland-style trips, the first of which was an expedition to the Minaret of Jam, in Afghanistan.

These long-distance, long-duration Overland expeditions were the pattern of the first few years, and the Overland programmeme spread to Africa and South America. But although Overland sold well, the market was necessarily limited by the two to five month durations of the expeditions, and by the end of the seventies Exodus was looking to develop new types of adventure holiday with a wider appeal.

Himalayan trekking had always been offered to overlanders arriving in Kathmandu, either before or after their expedition, and it was a natural progression to offer packaged versions to trek in the Himalayas for two to four weeks. Other mountain ranges followed, in Africa, South America and Europe, and before long the Walking & Trekking programmeme had overtaken Overland in numbers of passengers carried.

At the same time Discovery, Wildlife & Adventure Holidays (known as “Disco” by most of the office staff) - featuring activity and exploration without walking - were developed to cater for the client with a desire for exotic and adventurous destinations; thus a third brochure was added. The fourth came when in the early nineties Exodus bought a specialist biking operator, out of which the very successful Cycling programmeme was developed.

The founding directors of Exodus retired in 2002, at which time the company was purchased by First Choice Holidays PLC and has since benefited from being included in a large travel outfit and the backup facilities that go along with such an operation, without losing its unique set-up.

In 2007, Exodus took control of Waymark, the market-leading UK based Cross Country skiing operator. The Waymark portfolio of trips, comprising cross country skiing and winter based trips, combined with a number of predominantly European-based walking and trekking trips, were included in the Exodus Winter Activities and Walking & Trekking brochures.

In early 2007 the decision was taken to phase out the remaining Overland programmeme, with effect from May 2008. Although Overland trips were the basis for the formation of Exodus back in the 1974, the market has changed significantly since the late 1990s, with fewer and fewer clients interested in booking on fairly basic and long duration trips.

In mid-2007, First Choice Holidays PLC and the tourism division of TUI AG merged, forming TUI Travel PLC. Exodus forms part of TUI Travel’s activity sector, and is the leading company in their Adventure Division.

At the start of 2008, Exodus was running 500 programmemes in around 80 different countries. These cater for a varied client base with trips covering: long hard treks, centre- based walking, cultural and historical tours, on and off-road bike trips, winter activities, family based activities, wildlife/photography and polar exploration. Exodus is well known for ‘opening up’ new areas (e.g. the former USSR in the early 1990s) and continues to do so in remote and unvisited destinations around the world (Tsari in Tibet / trekking in Ethiopia). Many clients return year after year and recommend Exodus to their friends.

As at July 2008, we publish the following brochures annually: Discovery, Wildlife & Adventure, Walking & Trekking, Family Adventures, Winter Activities, Cycling Holidays and Polar Expeditions.

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2.0 RESPONSIBILITIES OF EXODUS TOUR LEADERS

In any given day whilst leading a trip, you can help spread your knowledge and enthusiasm for an area or region to your group, you get to meet new people, maintain a fun and active lifestyle and do something different to most normal careers.

However, as well as being fun, your role as a leader comes with some big responsibilities:

• You work for Exodus. Remember that you are the EXODUS LEADER. As far as the clients are concerned, you work for Exodus and not a local operator or local agent. You always introduce yourself as the Exodus Leader, and keep references to your operator/agent to a minimum. • Attitude. We expect you to be proud to work with Exodus and recognise that you are an ambassador for the company. You should be well behaved and positive about Exodus at all times. • Safety on trip. Exodus regards the safety of the client as the most important aspect of their holiday. You must ensure that this is followed through and check all aspects of the trip. This can include items as diverse as food hygiene, hotel safety, transport standards and route choice. Further detailed safety information can be found in Chapter 4.0 of this manual. • Delivering what is promised. The Tour Leader is responsible for ensuring all clients have an enjoyable, informative and safe holiday and that they are given the holiday that they have been promised in our brochures, trip notes and advertising material. The Trip Notes and Booking Form is the contract between Exodus and the client: unless there are exceptional circumstances, you should aim to deliver what is promised on the Trip Notes. • Communicating with the office. At the start of each trip you will receive from your office a client rooming list. It is vital that you read through this and any other documents carefully, they will contain important information for the trip (such as client flight arrival times and transfer details). If you have any questions or problems you will need to talk these issues through with your office. • Added Value. Exodus is very proud that it has the very best leaders in the adventure travel market - Exodus leaders offer more than a guiding service. A good tour leader will show their group a different side to the country visited, and offer experiences other tourists might not get. Aim to show the group something they wouldn’t have seen or understood without your help. We call providing these extra experiences ‘added value’. • Guiding and sharing local knowledge. You should give the group lots of information on local culture, religion, the best shopping, places to explore, great places to eat, good photo stops. Your local knowledge is invaluable and you should make special efforts to give it to the whole group - you should aim to give talks to the group every day. • Exodus prides itself on a high repeat booking rate. Many clients who travel with Exodus will book again and again: this is because they have a great experience on one trip and feel confident about booking on another Exodus trip. It is the Tour Leader’s responsibility to give the client a fantastic holiday and ensure they experience the same high standards that they will find on another Exodus holiday. This benefits all Exodus staff in the long-term as they will recommend the trip that you lead to their friends. More recommendations means more work for the leaders. • Keeping clients informed at all times. All clients must be kept fully informed about their trip. You must give a full pre-tour briefing when a group arrives and at least one more briefing on every day of the trip that includes all the activities, timings, meeting

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points and times in advance. Too much information is better than too little. Always chose the most appropriate time for a briefing: it may be on the bus, in a mess tent, in a hotel lobby, in a restaurant – you must make sure that the whole group understands everything that you tell them. • Exodus dress code. Exodus branded polo shirts with collars have been provided for your use. We expect all Exodus Tour leaders to wear either one of these polo shirts or other appropriate Exodus branded clothing when meeting a group at the airport, at the pre-tour briefing, at border crossings and at other times when representing the company. • Approach to clients. Tour Leaders must treat all clients equally and fairly and their conduct must be professional at all times, irrespective of race, religion, gender, age. Inappropriate behaviour towards clients, harassment or rude behaviour will not be tolerated. You must be aware of all the group needs and each individual’s needs. • Trip arrangements. It is the Tour Leader’s responsibility to ensure that once the trip has started, that each trip runs smoothly and safely, and to oversee all organisational aspects of a trip such as confirmation of transport and accommodation arrangements, purchasing and using food supplies and completing official documents. • Clients’ health. The Tour Leader is responsible for ensuring all participants stay healthy during their holiday. If a member of the group falls ill or requires first aid assistance, it is the responsibility of the Tour Leader to attend to that person’s needs and/or seek the appropriate medical attention. The Tour Leader must notify the Exodus Head Office of any serious illness or injury where a client requires hospitalisation (please see the ‘Emergency Procedure’ information in Section 5.1 of this manual). In addition the leader must carry with them all their clients travel insurance details in case a medical evacuation becomes necessary. • Dietary requirements. The leader’s role is to ensure that all clients, including those with specific dietary requirements, are fully satisfied with the food during the trip. In certain countries this may be particularly difficult, however if it is clear you are making your best efforts to fulfil their needs, most clients will be grateful. • Punctuality. You should always do your best to be punctual. This could be at the airport, at breakfast, departure time of the bus, time to trek out of camp etc. If you know you are going to be late or have been unavoidably delayed then you must try to inform the clients. • Phone numbers. The Tour Leader should carry with them the contact details for their own local agent’s office, plus the 24 hour TUI Duty Office contact phone number, along with the contact details for the hotels/transportation companies used in the programme. • What is and is not included in the price of the holiday. You should have a copy of the current Trip Notes with you, so that you can inform the clients exactly what they have to pay for. This may include some meals, payment for optional activities etc. • Group meals & sightseeing tours. We expect leaders to participate fully in all aspects of the trip. As far as is practical, the Tour Leader should participate in all group meals and go with the group on any sight seeing tours, even if there is a local guide. • Client complaints. The Tour Leader must, in the first instance, try to resolve any client complaints as they arise. If they are unable to solve the problems satisfactorily then they should refer the matter to their Manager. Client complaints must be treated seriously and they should always be documented on the Tour Leader’s ‘Trip Report Form’. If a client requests a refund, they should be asked to contact the Customer Services department at the Exodus office in London, who will investigate the matter and decide on the suitable course of action, if any.

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• Authority to dismiss. The Tour Leader has the authority to dismiss a client from the tour if the client’s behaviour is affecting the enjoyment or safety of other tour participants. The Tour Leader can also dismiss a client if the client is proved to be involved in any unlawful activity that may affect the safety and welfare of the group. This authority can ONLY be used after full consultation with Exodus Head Office in London. • Paperwork. The role of the Exodus Tour Leader includes completing all relevant trip paperwork. Copies of all the current Exodus leader paperwork are included in Section II of this manual, together with a brief explanation on how and why to complete them. • Holiday Evaluation Forms (HEFs) have now replaced Quality Control Questionnaires. The HEFs are digital forms, which are sent out by email to each client, for them to complete when they return home after the trip. Client feedback is very important to us, and consequently, we expect our leaders to encourage clients to use the new forms. An explanation of the new customer feedback process, along with copies of the Local Feedback form and the HEF have been included in Appendix H of this manual.

3.0 LEADING AN EXODUS TRIP

Exodus prides itself in the quality of our leaders. When you work as a leader for Exodus, you are an ambassador for the company, and we expect you to behave appropriately at all times and to undertake a number of functions to a minimum standard, as detailed below:

3.1 Meeting the group at the airport

• First impressions count. Always be smart and think confident! Wear the Exodus Polo Shirt and introduce yourself as the Exodus Leader. You should also have an Exodus Meet and Greet signboard. Have a full list of the client names and tick them off as they arrive. Have all flight arrival details of the group. Always be punctual. Remember that passengers are often very tired after a long flight and may have had a bad experience, so be sympathetic to any concerns they may have. • Missing clients. If clients are ‘no shows’ do everything possible to find out why. Check with the relevant airline whether they got on the flight, use the airport information service, check with other passengers and contact your local agent’s office or the TUI Duty Office in the UK. It may be the case that the client cancelled two days before flying and the Exodus Head Office has not been able to notify you. Only leave the airport once you have made all attempts to find the missing clients and have made suitable follow-up arrangements. • Lost baggage. If baggage is lost, ensure that the client immediately reports it to the airline and that they obtain and complete a PIR (Property Irregularity Report). If this is not done there can be no claim against the airline. All assistance must be given to clients with lost baggage. You may like to ask an assistant to help the client while you take the group to the hotel. • Transfers. All clients booked by Exodus on to the group flight should be transferred to the start hotel or local joining point. All other passengers should have received a letter regarding transfer arrangements. If a client has booked on a Land Only basis, generally the transfer is not included unless there is a note to say so. • Land only or Clients not on the group flight. Leave a notice or a message at the hotel reception on Exodus headed paper explaining how and when they should meet up with you and the rest of the group.

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• Changing money at the airport? Advise the group about money changing facilities and timings at the earliest opportunity. It may be that there are good money changing facilities at the airport, but you may wish to advise that clients change money at a latter opportunity to avoid delays at the airport.

3.2 Client Briefings

Exodus expects all Tour Leaders to keep clients fully informed about the trip details, with a number of specific briefing sessions, as detailed below. These briefings are designed to inform the clients about the day-to-day running of the trip, and to give the clients the information they need to participate fully in the trip. On centre-based, or shorter trips, it is often better to combine the two briefings noted below, to form one main Trip Briefing.

3.2.1 Arrival Briefing

It is essential that all clients be briefed on the key points at the earliest opportunity. The Arrival Briefing should be short, concise and to the point, but give clients all the relevant information that they need to feel safe, and to start to relax. If a client misses the briefing, it is your responsibility to sit them down at the earliest opportunity and brief them individually.

WHAT TO INCLUDE IN THE BRIEFING

o Introduction. It is important that you get the group’s attention. You should stand up straight and speak clearly. By doing this, you will ensure that everyone hears and understands that you are the Tour Leader for the whole trip. You should introduce yourself and give them some personal information about yourself (for example how long you have led Exodus trips). Some clients will be nervous of the country when they arrive - it is your responsibility to make them feel comfortable and that they are in safe hands.

o Money. Where to change money and how much is needed. When can clients next change money. Give advice to the group on the best way of exchanging cash, traveller’s cheques, and the use of credit cards and ATM machines. Tell clients the current exchange rate for the US and Australian Dollar, Euro and also for UK Pounds.

o Orientation and location. Explain where the hotel is located (give clients a photocopy of a street map) and warn them of any safety issues (e.g. Is it safe to go out at night?)

o Hotel layout. Point out the relevant features of the hotel including the location of the restaurant/breakfast hall and explain the times that breakfast is served. Point out the fire exits to clients, and ask them to read the fire exit instructions (normally found on the back of the door in their rooms). Use the hotel notice board to leave message or instructions for the group - use Exodus headed paper if possible.

o Dietary Requirements. Find out whether any of the group is a vegetarian, or has any food allergies/dislikes.

o Evening meal. Even if it is not included in the price of the trip, you should consider organising a group meal and suggest a meeting point so that you can all go to the restaurant together. You are expected to join the group for their first night’s dinner.

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o Re-confirm air tickets (where appropriate). Most clients now travel on an E-Ticket, rather than a paper ticket. Where necessary, you can re-confirm the flight using only the 6-digit locator code, which can be found on the client’s Final Joining Instructions. Consider making a summary list of all the client’s flight information, including their locator numbers to help the process of re-confirmation. Most airlines operate a policy of once the ticket is issued, it is on a no refund/no change basis and so if a client wants a change they will have to [ay an additional charge.

o Full briefing. Depending on the trip destination, duration and itinerary, it may be necessary to complete an additional Trip Briefing session. If relevant to your trip, ensure that you specify what time and where this briefing will be held.

o Always give the room keys out last. Otherwise you will not get the groups full attention - tell them everything they need to know and then let them go to have a shower!

o Make yourself available. Always tell the group where you are in case they need to speak to you and make yourself available in the hotel reception for 30 minutes after giving out keys. Always give out your room number or contact details.

3.2.2 Main Briefing

The main briefing should include detailed information about the trip. It covers a range of topics and you should encourage clients to ask any questions at the end. Remind them that there will be further daily briefings.

WHAT TO INCLUDE IN THE BRIEFING

o Tour Itinerary. Briefly outline the tour itinerary, as clients often don’t refer to their trip notes. Give out country maps or maps of the biking/trekking route as appropriate.

o Personal Travel Insurance. All clients must be adequately insured or they will not be allowed to join the tour. This is clearly stated in the Booking Conditions.

o Collect travel insurance details. You should ask the clients to give you details of their travel insurance that covers them in the event that they need medical care or repatriation back to their home country due to accident or illness. The client’s name, insurance company, policy number and emergency insurance hotline phone number must be recorded on the “Client Details & Insurance form” (see forms in the Appendices Section at the back of this manual). A copy of this form must be kept with the tour leader and a copy should be left with the Tour Leader’s manager.

o If someone does not have insurance. If a client who is resident in the UK or Europe arrives on your trip without insurance, you can arrange Exodus Insurance on their behalf. A verbal offer to take payment and an agreement to pay, between you and the client, is legally binding, and will be sufficient to provide cover for the client, until you are able to email/phone the client’s credit card details to your office (who will then pass on these details to Exodus). If the client lives outside Europe, they must contact their agent/home to arrange a suitable policy.

o Passports, Visas and Permits. If the trip travels through more than one country check that clients have obtained the necessary visas and that the duration of the visa covers them for the duration of their stay. Collect any relevant paperwork or passport photographs that may be needed to obtain special permits.

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o Safety issues. Discuss in detail any safety issues that may affect any part of the trip. Ensure that all clients have understood where potential risks lie, and where they need to exercise their own judgement.

o Health. Explain to the group any relevant health issues such as the need to drink lots of water, take malaria tablets or how to avoid stomach upsets etc. Members of the group who have pre-existing medical conditions e.g., diabetes, should be asked to notify the Tour Leader at the end of the briefing about their condition. This information is to be kept confidential.

o Left luggage. On some Exodus trips, it may be possible to leave a spare bag in the hotel store cupboard. Make sure that the correct bag is left in the hotel and the correct one goes on the trip!

o Meals. Briefly run through which meals are included in the tour programme and what meals need to be paid for by the client. Give an indication of how much an average meal costs (keeping in mind that a recommendation is given in the brochure), and explain that recommendations will be given on places to eat in each location.

o Tipping of local staff. Tipping is not a major part of British culture. However, in some countries where Exodus operates holidays it is the custom. It is therefore essential that you explain clearly to your group the nature of tipping and when they should do it. If you arrange a ‘Tipping Kitty’, you must explain what this covers at the initial briefing (see section 3.3).

o Tipping Kitty. Explain to the group that a tipping kitty is used to pay drivers, porters, local guides, porters, etc, during the trip, and that this is the best and easiest way, as the client doesn’t then have this responsibility. Explain to the group that a record of all tips will be kept and available to view upon request. Tips are to be used on behalf of the whole group and any money not paid out is to be returned to the clients at the end of the trip.

For a detailed explanation of how to use a tipping kitty, please refer to Section 3.3

o Photography. Provide advise to clients regarding photography, taking into account cultural sensitivities, military and police installations, border crossings, etc.

o Dress Standards. Give clients an indication of the generally acceptable standard of dress for daily travel and when visiting people’s homes, religious sites and other monuments of significance.

o Optional Excursions. Advise clients on which optional activities (if any) are available while on the trip and an indication of price. This information should be repeated as each area is visited.

o Likely weather conditions. Advise clients on the normal temperature range for the trip, and any precautions they need to take i.e. make they a bring sun hat, waterproof jacket etc etc.

o Special Equipment. Confirm with the group if there is a need for any special equipment such as sleeping bags, mosquito nets, cold weather clothing, etc, and if anyone does not have them, whether they can purchase them locally.

o Accommodation. Provide the group with a brief explanation of the type of accommodation used on the trip and any special accommodation highlights such as guesthouses or jungle lodges. If any of the accommodation on the trip is more basic or

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of a lower standard than the others, you should brief the clients about this in advance.

o Time keeping. Explain the need for punctuality and that all members of the group should be ready to go at the times you specify (e.g. Departure times from a hotel; the time to start trekking etc). Check that clients know what the local time is, and have adjusted their watches accordingly.

o Complaints about the trip. Encourage anybody with complaints about any aspect of the trip to come and discuss them with the Tour Leader. Tour Leaders should do their best to resolve any issues and if they are unable to do so, then the matter should be referred to their local manager at the earliest opportunity. Where appropriate, your local manager will then contact the Trip Manager at the Exodus office in London.

o Daily briefings. Advise clients what the arrangements are for the next day and then let them know that there will be a briefing each day to keep them informed about arrangements and activities. The principal of daily briefings is to keep clients fully informed.

3.3 Other aspects of trip management

• Consumption of alcohol. Alcohol is not to be consumed by the Tour Leader during the day. If you drink in the evening it must only be small amounts. Please remember that you are working, you need to be in control if a serious incident occurs and clients do not expect to see you drunk. In addition, you must never use illegal drugs.

• Shopping. Many clients will want to buy souvenirs, and Tour Leaders are to recommend reliable shops and assist clients where possible. Be aware, however, that clients have come on an adventure holiday, so never force a group to go shopping - respect their requests if they do not want to go. It is not recommended that the Tour Leader becomes involved in the price negotiation for goods.

• Tour Leader commission. We realise that in some countries, it is customary for Tour Leaders to receive commission from shops or restaurants. Whilst we don’t support this, we realise that banning it is unreasonable and unworkable. However we do expect leaders to have the clients’ interests at heart at all times, and we will take action when we receive negative feedback from clients about leaders earning commission.

o Tipping Kitty. There are a number of different methods of organising small tips for local people who help on the trip. Many leaders find that a tips ‘kitty’ works well. A tipping kitty is a fund, usually managed by the tour leader, where all group members make an equal contribution.

If you decide to use a kitty system, you must discuss this with the group first, and ensure that al the clients are happy for you to do this. You should check the information in the Trip Notes to ensure that the amount you are collecting is the same as is suggested.

Contributing to a tipping kitty is not compulsory, and tips should not be paid out where the service is considered to be unsatisfactory. The tipping kitty should be collected as soon as possible.

For client briefing advice on using a tipping kitty, please refer to Section 3.2.2 above.

• Tour leader tips. Tips for the Tour Leader are not to come from the general tipping kitty. Clients are advised in their pre-trip information regarding Tour Leader tips, if

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they are happy with the services provided by them. Tour Leaders should never ask for tips.

• Complaints about a Tour Leader. Any complaints made against a Tour Leader will be investigated by the local operator, in conjunction with the staff at Exodus Head Office in London. Depending on the frequency or nature of the complaint, a decision will be made on suitable disciplinary measures (including whether to dismiss the Tour Leader immediately).

3.4 What the Tour Leader should always take on a trip

Whilst leading an Exodus trip you are unlikely to be able to return to your office to collect paperwork/additional items. It is worth using this list as a guide of what to take, so that you can be self-sufficient whilst on trip. Remember to take suitable numbers of the various items – this will obviously change with different group sizes. There is a detailed checklist in Appendix A which you may wish to use.

Obligatory:

1. A current set of Trip Notes for the trip you are leading 2. Rooming list for the group 3. Passport list for the group (this is not applicable in some countries) 4. Exodus Insurance leaflet 5. Insurance details for the group 6. A copy of the Exodus emergency contact information contained in this manual 7. First Aid kit

Recommended:

8. The current edition of the Exodus Leader Manual 9. The relevant Exodus brochure for the trip you are leading 10. Exodus headed note paper 11. Guide books, City maps, trekking maps that the group can refer to 12. Guide badges; photocopies of First Aid certificate, Mountain Leader Certificates etc

It is your responsibility to ensure that you begin a trip with all the relevant paperwork. You must read all the above paperwork, particularly the Trip Notes and the relevant page of the brochure or from the website.

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3.5 At the end of the trip

On completion of the trip, the leader shall ensure that: • All clients have been briefed about the feedback system – each client will receive by email a digital Holiday Evaluation Form (HEF) for them to complete (please refer to Appendix H for further information). • Any accidents, incidents, near misses or other health & safety issues are reported to Exodus immediately; • A trip report form and any other requested paperwork is completed and returned to Exodus; and • Any necessary trip changes or improvements are reported to Exodus or the local operator

Official Forms

Please take time to read and understand all the forms at the back of this manual. Some forms will be used on every trip that you lead; others may never be used. It is important that you use them should an incident arise:

• Client Details & Insurance Form. It is essential that all clients are insured. Please ask clients to complete one section of the insurance details form as soon as you arrive at the start hotel, but ensure that you ask the group whether they have insurance before you leave the airport. Please carry the clients’ insurance company details on you at all times (in case of an emergency). Also ask clients to check that their insurance covers them for the activities included in the trip itinerary. Please ensure that you read the Exodus insurance policy document and understand the exclusion/exemptions for the clients. This particularly applies to activities not included in the Trip Notes.

• Trip Report Form. This must be completed immediately after a trip has finished and emailed/faxed to the office so that we know exactly how a trip went.

• Liability Waiver. If clients choose to do an optional activity (i.e. an activity that is not part of the itinerary, and that has not been mentioned in the trip notes) then ask them to complete the liability waiver form.

• Release Form. If a client leaves a trip for any reason this form must be completed. This covers leaving a trip early, as well as leaving for a day or two and then returning to the trip at a later date. You cannot be responsible for a client’s safety if they are not on the trip with you.

• Incident/Accident Report Form. If a client needs to be admitted to hospital please inform the Exodus office immediately. Please also fill in this form and send it to the office as soon as is practically possible. Remember to sign it yourself and get the signature of the client. If the client is offered hospital treatment and declines it, please write this on the form.

• Helicopter Evacuation Request Form. To be completed in case of a serious accident/incident, when a client or member of staff needs to be evacuated by helicopter.

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3.6 Dealing with clients’ onward travel arrangements

At the end of the trip the Exodus leader is responsible for ensuring all clients are safely delivered to the correct departure point, and that all assistance has been given to them to ensure that their journey home (or onward to a secondary destination) is as smooth as possible:

• Taking clients back to the airport. Make sure that you know of any schedule changes and that you check-in within the recommended time - check with the airline. Allow time for mechanical problems with the bus or heavy traffic- explain this to the group so that they understand why they are at the airport two hours early. Do all you can to assist with the check-in. Once checked-in, the clients become the responsibility of the airline – at which point you can say Goodbye.

• Missed flights. If a client misses their flight home due to their own action, we expect our tour leaders to offer assistance as appropriate. The standard advice is for the client to present themself to the airline at the airport and ask to be re-booked on to the next available flight.

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4.0 RISK ASSESSMENT & RESPONSIBILITIES

As a tour operator, Exodus has a moral and legal responsibility to safeguard the well being of our clients. We can be held accountable for any accident that arises in connection with our tour operating activities anywhere in the world.

The main responsibility of all Exodus Tour Leaders is to look after the Health & Safety of our clients. As a leader you can do more than anyone to ensure that all trips are run safely and with the minimum of risk to clients and other staff.

The following guidelines are written for Tour Leaders in order to help minimise risk, to help lower the number of potential incidents/accidents and to reduce the likelihood of legal claims against the company. They are meant to be included in the main Trip Briefings and kept in mind when leading a trip – they should all be taken very seriously. There are three main topics: Motor vehicles and boats; Management & Direction on a tour; and Sporting & Adventurous Activities

4.1 Motor vehicles and boats

It does not matter who owns the vehicle/boat, the leader must manage the group so that they are familiar with the vehicle, the equipment on or about it and the procedures adopted in the event of an accident.

Some of the following may seem common sense, but you must take the utmost caution when using different forms of transport with clients

a. As the Tour Leader, you need to ensure that the driver carries out his/her job in a safe and legal manner.

b. It is important that you are happy with the condition of the vehicle – have a quick check around the vehicle with the driver before asking the clients to board. If you are not happy with the condition of the vehicle, do not use it – contact your office and arrange a replacement.

c. Explain carefully any safety equipment i.e. the use of seatbelts, lifejackets etc. If seat belts are fitted you must ask clients to use them.

d. Explain how to get in and out of the vehicle, and explain when clients can and cannot move around the vehicle (i.e. no moving around when it is moving etc)

e. For safari trucks you will need a procedure if the truck gets stuck or breaks down. Make sure people understand their duties and whether they are required to help if there is a problem. Ensure clients are kept away from the truck in a single group.

f. If you use public transport, you must point out safety aspects. Give passengers warnings and ensure that they sit on good seats where possible.

You must show that you have exercised adequate control and given clear safety instructions. Firm management, clear instructions and sensible behaviour should prevent or minimise vehicle accidents.

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4.2 Management & Direction during the trip

Firm management can prevent accidents on a tour occurring – ignoring certain activities can result in an accident and make you or Exodus liable.

You must ensure that you issue clear guidelines and instructions during potentially dangerous activities/situations, and that clients follow your instructions.

Always lead by example.

You must stop or prevent the following:

a. Drugs. All Exodus trips ban the use of drugs, irrespective of what might be acceptable in certain countries. It must not be tolerated in any situation. As the tour leader, you may be put in a difficult position, but you must be firm and responsible.

b. Alcohol. Many clients will drink, but you must ensure that no-one becomes a danger or threat to themselves or anyone else: if this means stopping them drinking, do so. Be aware of what could happen when people drink a lot of alcohol.

c. Participation in unofficial trips, which are potentially dangerous. If you permit or support such activities you will not be exercising management control and could be held responsible for the accident.

4.3 Accommodation, campsites & eating places.

These may be pre-booked, but the Exodus Tour Leader must ensure that they do not pose any threat or danger to the clients. This applies to campsites, small hotels, safari lodges, five star hotels etc.

If you notice a potential risk, speak to the accommodation management about it first of all. If no solution is found, you should inform the group about the risk.

a. Are fire exits clearly marked, accessible, working and not locked up? It is quite common that fire exits are locked or chained where the threat of outside intruders is possible. You must insist to the hotel management that they are unlocked.

b. Clients should read the Fire Escape route plan on the back of their bedroom door. If the hotel does not have a route plan on the door, encourage clients to walk the escape route.

c. Adequate lighting: are stairwells & corridors well lit? If not, clients should use a torch.

d. Is the electricity supply safe? Exposed/hanging electric wires are occasionally seen in some showers.

e. Are there individual gas water heaters in sleeping areas? If so, is the area ventilated?

f. Are toilet facilities hygienic and adequate, and is the water supply drinkable and if not, is it clearly marked “not suitable for drinking”?

g. Are stairs, walkways, paths, balconies, and banisters in good condition?

h. Are lifts clearly marked with an emergency procedure?

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i. Are swimming pools clean, well maintained and with life saving facilities? Are there depth markings beside the pool?

j. What security arrangements are in place in remote locations?

You are likely to visit establishments on regular occasions, so make sure you discuss faults with the owners and managers. If the faults are not corted out, you need to discuss this with your office, and ask them to look for an alternative.

4.4 Sporting & Adventurous Activities

4.4.1 Optional activities mentioned in the Trip Notes

The Exodus insurers have recognised that, although many activities are optional on trips (and therefore not an integral part of the trip), it is common sense that the Tour Leader will book or help book certain activities on a client’s behalf. By doing this, Exodus has become part of the booking between the client and the operator of the activity and so could be held liable if an accident occurs. As the Exodus Tour Leader, you should ensure you are happy with the safety of these activities. We don’t expect you to be experts in Health & Safety, but you should use your common sense – would you be happy to undertake the particular activity, or would potential safety issues put you off? If potentially serious safety risks exist, you should consider whether the activity should be available to clients.

4.4.2 Optional activities not mentioned in the Trip Notes

If clients want to take part in an activity that is not a part of the trip, and is not mentioned in the Trip Notes, you need to discuss any potential risks with the clients.

If you are uncomfortable with any aspect of the activity, you can refuse to help the client with booking that activity. If you still wish to help them arrange the activity, ask them to fill in a Liability Waiver form (found in the Appendices section of this manual). By explaining any potential risks to the clients, and asking them to complete the Liability Waiver form, you are respecting the client’s welfare and best interests, and reducing the likelihood of Exodus being held liable in the case of an accident/incident claim being submitted.

4.5 Reporting and Recording Health and Safety Issues and Incidents

All Health and Safety issues, whether real or potential should be noted and reported. Where there is a significant risk to our clients’ or leaders’ well-being, Exodus head office expects to be informed. All Health & Safety issues reported to us are logged and followed up as appropriate. Health and Safety issues include: Potential risks, current risks, near misses or actual incidents that were caused by a poorly managed risk.

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5.0 EXODUS PROCEDURES

One of the major roles of an Exodus Leader is to take charge in the event of an emergency. The circumstances of the emergency will dictate your precise actions, but the fundamental handling of incidents should be the same.

Collecting Insurance Details

At the beginning of every trip, it is the responsibility of the Tour Leader to check that all clients are insured (whether they have Exodus insurance or insurance from another company).

Clients must provide the Tour Leader with evidence that they have purchased travel insurance that covers them in the event that they need medical care or repatriation back to their home country due to accident or illness.

A copy of the current Insurance Details form, together with an explanation of how and why to use the form, can be found in Section II of this manual.

Contacting the Exodus office

If you experience a problem during the running of a trip, which you cannot resolve, you should firstly contact the in-country agent/local operator. Should the situation require the attention of the UK head office, the agent/local operator will normally contact the office for you.

Should the situation require that you contact the UK office directly, you should first of all check that the UK office is open. Our current opening hours are as follows:

• 9am – 8pm Mon – Friday • 9:30am – 4pm Saturday • Closed on Sundays

All times are GMT – ensure you know the time difference between the trip location country and the UK before calling.

Please call the main Exodus switchboard number – 00 44 208 675 5550

Out of office hours

In the event of an emergency outside office hours, you should phone the TUI Travel Duty Office, who operate a 24 hour emergency cover service. The TUI Travel Duty Office will contact the on-call duty manager at Exodus, who will be able to help resolve problems or summon further assistance, as appropriate.

The phone number for the TUI Travel Duty Office is - 00 44 1582 644100.

This is the same number that the clients get in case of an emergency/out of hours contact. When you call, you will need to give the Duty Office the following information:

• Your full name. • The trip name and reference number. • A contact phone number they can ring you back on (and fax number if appropriate), and/or the name and contact phone number of the local agent. • The nature of the problem.

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If it is specifically client related, you will also need to give the Duty Office the following information:

• The full name (as written in their passport) of the client. • The client’s booking reference number. • The client’s insurance details, with company name and 24 hour emergency phone number.

Dealing with insurance companies and emergency assistance services.

If a client is admitted to hospital their travel insurance policy will normally cover the associated costs. If the client is unable to contact the insurance company, it is the tour leader’s responsibility to do this, or to ensure it is done by the local office, or by Exodus. You will need to find the number for the Emergency Assistance Service (EAS). Exodus Insurance uses Specialty Assistance Services.

In medical emergencies, remember you are not dealing with the insurance company but an emergency assistance service (EAS) contracted by the insurance company.

• You will always need the client’s home address, as well as the policy number. • Emergency Assistance Services (EAS) will always phone you back if you give them a number as soon as you get through. • Try to get a reference/file case number as soon as possible, so you don’t have to spend ages explaining who you are each time you call. Remember shifts and time differences so if you call several times you will probably speak to a number of different people. • Always provide contact details of the attending Doctor. Usually from then on the EAS will deal directly with the Doctor and can arrange payment/evacuation or whatever is necessary

Reporting

If an accident or serious illness occurs, fill in an Incident/Accident form (which can be found in Section II of this manual). Where possible, make two copies - one for yourself, one to be sent to the London office and one for the client.

If for any reason, a client leaves the trip, you should fill in a Client Release Form, immediately if possible, while the exact circumstances are fresh in your mind. Ensure that a copy of this form is sent to the London office, and s copy is given to the clients. Even if the client is planning to re-jin the trip at a later date, the trip release form must be completed.

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5.1 Emergency Procedures

5.1.1 Medical Emergency Procedure

Set out below are the guidelines for communication and action. Except for point 1, there is no definite rule for the order of these action, as this may well depend on the ability to communicate and time differences when an incident occurs. However, wherever possible, follow the order as set out below.

1. Get the injured or ill person/s to the nearest reasonable medical facilities as quickly as possible. This must take priority over any other plans or activities. If you are unhappy about the standard of local facilities (e.g. a local hospital) go to a private clinic or doctor if one exists. Get the telephone number, name and address of the hospital and the attending doctor.

2. For communications, try to base yourself somewhere with both telephone and fax. When initially reporting the incident, give these numbers first, before any other details in case you get cut off and cannot get through again. Double check that the numbers are correct and valid for International communication, always give local codes valid for international calls, and the name and address of where you are.

3. Report the emergency to Exodus. In the first instance you should report full details to the appropriate staff member at the local agent/operator’s office. Ensure that you have full details of the persons involved, including passport details and details of the client’s travel insurance. If you need to contact the Exodus office in the UK, please use the contact information set out on in Section 5.0 of this manual.

4. Report the problem to the client’s insurance company. All travel insurance companies have a 24hr emergency assistance number. This is why it is crucial to obtain all insurance details before the trip starts, so this can be done quickly when necessary. Ensure that you have full details of the client as outlined above and the relevant contacts for medical facilities involved

If the client has Exodus Insurance, you should contact the 24 hour overseas medical emergency phone number for Speciality Assistance, which is:

Tel: 00 44 207 902 7405

For non-Exodus insurance, please refer to the client’s individual insurance for the correct medical emergency number.

5. In the event of a client death or other serious/life threatening situation, you or your agents office should report the problem to the nearest relevant Embassy or High Commission. This should normally be the one for the nationality of the people involved. Most Embassies have duty officers although they can be difficult to get hold of outside office hours. Embassies may know of the existence of more suitable medical facilities that are unknown to you. If you are an Exodus leader, remember that as a British company, we are entitled to request the help of the British embassy to contact the necessary authorities if other methods have failed.

6. NEVER, UNDER ANY CIRCUMSTANCES, CONTACT PARENTS OR RELATIVES DIRECTLY UNLESS YOU HAVE THE EXPRESS PERMISSION OF EXODUS HEAD OFFICE.

7. Once the insurance company is in direct contact with the client/medical facility our responsibility ends. It is then up to them as to how events proceed. It may be that we can provide some logistical assistance, but this will vary from case to case. From this

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point the aim should be to redirect your attention to the main group or activity in hand.

5.1.2 Remote Area Evacuation

If you are leading a trekking trip for Exodus, and you need to evacuate a client, the method of evacuation will vary depending on the area.

• In Europe, it is likely that a helicopter evacuation will be involved, in other countries evacuation could also be by helicopter, but if not available, then an animal (yak/mule) or porters may be used to get the casualty to the nearest road-head or airstrip.

• Remember that local police and military posts can be very helpful when emergencies occur. Use them if necessary for communication or logistical assistance. Helicopters, where available should be used only in emergencies and with the clients understanding that they may be personally liable for the cost if their insurance company will not subsequently cover the cost.

• If the client is not in a physical condition to know and understand this, then it is likely that a helicopter is required and the Exodus staff present will assume the authority to call one. The cost of this will normally be born by the client's insurance company, provided the use of a helicopter can be justified.

• If there is any doubt about the need for helicopter evacuation, and the client is in a sufficiently good mental state, they should be asked to sign a copy of the Helicopter Evacuation Form (a copy of which can be found in Section II of this manual), saying that he/she will agree to foot the bill if the insurance company is not prepared to pay.

• The reason for this is that Exodus has to guarantee payment and in the past there have been instances where we have been unable to recover the money from the client or his insurance company. However, a client’s safety cannot be jeopardised purely for payment reasons.

5.2 Non-emergency Procedures

5.2.1 Clients forced to leave trips/treks

A client may be forced to leave, or be unable to continue with a trip or trek due to illness or inability to cope with the physical demands. The potential scenarios are too numerous to give exact instructions, but the following broad guidelines should be followed.

• In remote mountainous regions, an Exodus client should never be allowed to spend significant time un-guided – where possible, use a member of staff to accompany the client to the nearest point where outside assistance is available.

• Whatever the practicalities, logistics and wishes of the parties (or even the common sense of the situation), you must clearly explain that you are forced to advise in the first instance that they return to base/proceed without delay to the end point of the trip. Other courses may only be followed when they have positively refused this offer.

• Give the client all the options open to him. Ensure that if these are not given in writing, that other clients are aware of the conversations and will back you up at a later stage if necessary - this last point applies to all your actions and points made in this section.

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• As a matter of course, you should always warn the client that staying behind/intending to catch up later might mean the possibility of things going wrong, and that they cannot expect to get the same level of service from the group leader/organiser as if they were with the group.

• If any staff or helpers are to accompany them, the client must be advised of the status/competence of those persons, and positively give their agreement to be in such company.

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6.0 RESPONSIBLE TOURISM AND THE EXODUS MINIMUM IMPACT POLICY

6.1 Responsible Tourism

Much has been said and written about the potential negative impact of tourism, both on the natural environment, but also on local people and cultures. It is important to recognise that for many countries and regions, tourism presents a real alternative to other more obviously damaging forms of development. However if tourism is to be sustainable in the long term and truly beneficial to all concerned, the owners of the industry, employees, tourists and ‘hosts’, together must ensure that: • Human and natural environments are protected; • Tourism is integrated with other activities; • Resources are not over-consumed; • Tourism provides real benefits to the local communities (often the base of the tourism enterprise); • Responsible Tourism policies are carefully considered, included and implemented in any tourism based developments; and • Local cultures and peoples are respected.

As one of the largest adventure travel companies in the world and with adventure travel by its very nature being responsible for the development of delicate destinations, Exodus are in an excellent position to lead the push to ensure that tourism becomes more responsible. As a leader you are in the best position to reinforce the Exodus Responsible Tourism (RT) policy and to educate the clients. It is at the “sharp end”, during the running of the trips, that we can really make a difference. What follows is a set of guidelines, adaptable to all the countries we operate in, but they are more than a statement of intent. They are clear policies that should be implemented.

6.2 The Social and Cultural Environment

It is essential for the Exodus Leader to offer clients guidance on appropriate behavioural codes. As this differs from country to country, specific guidelines should be agreed with your office / managers. Tour Leaders are expected to adhere to any advice they are given, and to subsequently pass this information onto our clients.

6.2.1 Dress Codes.

May include the following and will often differ from men to women: • The covering of heads in certain places • The wearing of long trousers, long shorts or skirts for women. • Wearing of loose baggy clothes as opposed to tight or revealing clothes. • No vests/short short trousers/tight ski pants

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6.2.2 Respect and Understanding of Customs.

• An explanation of any local customs, traditions or religious etiquette should be provided so clients new to the area can avoid causing offence to the local population. • Particular care should be taken at holy or religious sites • Try to get the clients to learn a few local phrases this should enable them to respond to greetings and farewells with courtesy and respect. This will be much appreciated by the ' hosts'.

6.2.3 Respect Peoples Right to Privacy when Photographing.

You should advise clients that:

• Unless obviously hidden or using a large telephoto lens, it is essential to ask before taking a picture of a person and his or her family. • In some countries many people (especially women) find it particularly offensive to have their picture taken. • If local people do not want their photograph taken then do not take it.

6.2.4 Begging

You should give clients advice on the following:

• Not to encourage begging by giving pens, money and sweets etc to children. Explain that encouraging begging amongst children can lead to increased levels of truancy, dependency on tourism, and lack of self-sufficiency. • If a client wishes to donate items such as stationery or clothes, you should arrange for them to give them to a school headmaster who will hand them out. If this is a regular occurrence then let your office know and see if recommendations for gifts to bring can be put into the Trip Notes. • Extravagant displays of wealth by clients, such as expensive jewellery and gadgetry should be discouraged where possible.

6.3 Economic Issues

6.3.1 Buying Local Products

• Advise your clients that buying locally made crafts support local skills and assists the local economy, enabling the economic benefits of tourism to filter through to the local community. • Ask clients to think about what they are buying to try to see if it is produced in a sustainable way (e.g. are the wood carvings from a non-replaceable ancient forest, or from a managed resource) and check it is actually for sale. • Never buy products that exploit wildlife or aid the destruction of species or habitats: ivory is an obvious example.

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6.3.2 Bargaining

Bargaining for a lower price for both souvenirs and services is often the accepted and expected custom, but advise clients not to drive a hard bargain just for the sake of it. Local standards of living are usually very different to their own so there is a need to understand that the client’s economic power is great and should not be abused.

6.4 The Physical Environment

6.4.1 Fuel and Fire Wood.

Mountain deforestation can lead to irreparable soil erosion. Cutting of firewood is the primary reason for deforestation in mountain areas, and trekkers can contribute greatly to firewood consumption. In areas where deforestation is a recognised problem: • Wood must not be used for cooking and heating for the groups needs; • Don’t make campfires unless you are in a heavily forested area and there is dead wood around; and • Clients and staff should be discouraged from using showers heated by wood burning systems. Where this is the only option, we suggest one shower at the end of the trek.

6.4.2 Rubbish Disposal

As well as being unsightly, badly disposed of rubbish can become a serious pollutant and pose a health risk. In some cases the local population are responsible for much of the rubbish, but this does not mean that we, as guests, are not responsible for our own rubbish disposal. • All rubbish must be carried out of the sensitive area for disposal in recognised zones. • Think of ways you can reduce the amount of rubbish produced by your group and staff.

6.4.3 Plastic mineral water bottles Where suitable alternatives exist, clients should be encouraged not to drink bottled mineral water. On camping based itineraries it should be possible to provide the clients with water treated by boiling and subsequent addition of iodine/chlorine.

6.4.4 Protection of Flora and Fauna

• Leaders, local staff and clients should be asked not to kill, frighten or harass the wildlife; and • The picking of plants is not encouraged.

6.4.5 Water Contamination and Toilets on camping treks

• Where any fixed toilet facilities are available they should be used. • If the available facilities are un-hygienic then a toilet tent may be put up.

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• If a toilet pit is dug, it should be of sufficient depth and properly filled after use. • Going to the toilet in the wild is only acceptable if the campsite is used on a very occasional basis. • Locate toilet facilities at least 30m away from water sources. • Discourage the use of polluting washing detergents in water that is also the water supply for any local population. • Remember that in many places fresh water is a very precious commodity and should not be wasted, so use a minimum for showering and washing.

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Section II – APPENDICES

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APPENDIX A – Check Lists for Leaders

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BEFORE THE GROUP ARRIVE

• Check that the hotel has been booked and you have the correct amount of rooms, including any single rooms that have been reserved for clients. • Collect the latest Rooming List and Passport Information (if required) from your office. • Read through the Trip notes for the trip. • Check you have a copy of the current Exodus Insurance Leaflet • Read through the relevant Brochure page and Trip Notes for your trip • Using the templates in this Leader Manual, photocopy a number of Insurance Details Forms, Release Forms, Helicopter Evacuation Request Forms, Liability Waivers and Incident/Accident Report Forms to be used when necessary. • Find out what time the plane is arriving • Check for any Land Only clients and that you have left a message for them at the hotel with Exodus headed paper. Inform the hotel reception how to deal with the clients. • Where appropriate, make photocopies of the maps of the journey and the trek/biking route. • On Exodus headed paper leave the itinerary for the next 2 days on the hotel reception notice board so that clients can refer to it • Where appropriate, check all equipment • Ensure first aid kit is fully stocked. • if the water source in the hotel is not safe to drink, buy each client a bottle of mineral water. Clients can re-pay you later. • Re-confirm transport • You must be wearing an Exodus Polo shirt (or other approved Exodus branded clothing) • Take the Exodus ‘Meet and Greet’ sign to the airport

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THE FINAL DAYS OF A TRIP

• Organise the final group dinner • Explain the itinerary for departure day (e.g. Minibus depart, plane depart) and leave a written copy of instructions on Exodus headed paper in reception. • Make sure that you keep all client-related paperwork (e.g. Incident/Accident Report Forms) and that they are returned to the office. • Holiday Evaluation Forms (HEFs) - Remind clients that they will receive a digital Holiday Evaluation Form by email during the course of their holiday (see HEF briefing information included in Appendix H of this manual). Clients should be reminded of the importance of feedback to the office (it is the main way for Exodus to monitor the quality of trips, and to make improvements to itineraries or activities), and informed that there is a monthly prize draw for all the completed and returned HEFs, where the winner will receive £500 worth of Exodus vouchers. • Complete all trip paperwork and send back to the office • Complete/update Leader Notes if required.

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LEADER FORMS & PAPERWORK

The leader forms are as follows. Remember to take a number of photocopies of the forms with you when you start a trip.

• Client details & Insurance Form. It is essential that all clients are insured. Please ask clients to complete the insurance details form as soon as you arrive at the start hotel, but ensure that you ask the group whether they have insurance before you leave the airport. Please carry the clients’ insurance company details on you at all times (in case of an emergency. Also ask clients to check that their insurance covers them for the activities included in the itinerary. Please ensure that you read the Exodus insurance policy document and understand the exclusion/exemptions for the clients. This particularly applies to activities not included in the Trip Notes.

• Trip Report Form. This must be completed immediately a trip has finished and emailed/faxed to the office so that we know exactly how a trip went.

• Liability Waiver. If clients choose to do an optional activity (i.e. an activity that is not part of the itinerary, and that has not been mentioned in the trip notes) then ask them to complete the liability waiver form.

• Release Form. If a client leaves a trip for any reason this must be completed. This covers when they leave a trip early or decide to leave for a day or two and then return to the trip at a later date. You cannot be responsible for their safety if they are not on the trip with you.

• Incident/Accident Report Form. If a client needs to be admitted to hospital please inform the Exodus office immediately. Please also fill in this form and send it to the office as soon as is practically possible. Remember to sign it yourself and get the signature of the client. If the client is offered hospital treatment and declines it please write this on the form.

• Helicopter Evacuation Request Form. If a client needs urgent medical assistance, and the only suitable form of transport available is a helicopter, this form should be used (in conjunction with the explanation of use) so that you can brief the client on the potential cost implications of ordering a helicopter. Please fill in this form, get the client to sign it, and send it to the office as soon as is practically possible.

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APPENDIX B – Client Details & Insurance Form

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Make sure you have the insurance details of all clients with you at all times. Ask each client to fill in one of the forms below at the start of the trip. ……………………………………………………………………………………………………………………………………… CLIENT DETAILS & INSURANCE

NAME:

INSURANCE COMPANY NAME & COUNTRY :

INSURANCE EMERGENCY PHONE NUMBER :

CERTIFICATE POLICY NUMBER :

ALLERGIES TO FOOD / BITES /MEDICINES etc:

MEDICAL CONDITIONS / ANY OTHER DISORDERS/ CURRENT MEDICATION etc:

DOES YOUR INSURANCE COVER HELICOPTER EVACUATION?

This information is confidential and intended for Exodus travels Ltd only, or persons authorised to receive it on their behalf. Exodus Travels Ltd., ……………………………………………………………………………………………………………………………………… CLIENT DETAILS & INSURANCE

NAME:

INSURANCE COMPANY NAME & COUNTRY :

INSURANCE EMERGENCY PHONE NUMBER :

CERTIFICATE POLICY NUMBER :

ALLERGIES TO FOOD / BITES /MEDICINES etc:

MEDICAL CONDITIONS / ANY OTHER DISORDERS/ CURRENT MEDICATION etc:

DOES YOUR INSURANCE COVER HELICOPTER EVACUATION?

This information is confidential and intended for Exodus travels Ltd only, or persons authorised to receive it on their behalf. Exodus Travels Ltd. ……………………………………………………………………………………………………………………………………… CLIENT DETAILS & INSURANCE

NAME:

INSURANCE COMPANY NAME & COUNTRY :

INSURANCE EMERGENCY PHONE NUMBER :

CERTIFICATE POLICY NUMBER :

ALLERGIES TO FOOD / BITES /MEDICINES etc:

MEDICAL CONDITIONS / ANY OTHER DISORDERS/ CURRENT MEDICATION etc:

DOES YOUR INSURANCE COVER HELICOPTER EVACUATION?

This information is confidential and intended for Exodus travels Ltd only, or persons authorised to receive it on their behalf. Exodus Travels Ltd.,

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APPENDIX C – Trip Report Form

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Trip Report Form

Product and Operations Department, Grange Mills, Weir Road, London SW12 0NE Fax: 0044 208 675 5276

Please fill in this form at the end of every trip and send by fax or email to the Exodus office within 48 hours

Trip Reference: Trip Name: Departure Date: No of clients: Leader Name: Operator:

Please let us know if any of the following problems has arisen during the trip. If so please tick the relevant box. H&S issues Difficulties with clients

Accidents/Illness occurred Equipment problems

Transport problems Incidents/near-misses

Accommodation problems Responsible Tourism issues

About the trip overall: How do you think the trip went?

Did the group get on well?

Did you complete the itinerary? Please explain any changes.

Did the weather effect the overall holiday or clients’ enjoyment?

Do you expect any negative comments from the clients? Please give details.

Health and Safety: Accidents, Incidents or Sickness Were there any accidents/ incidents or near-misses? If yes, please send us a completed Accident/Incident Report form.

Were there any cases of sickness? If yes, please give details.

Were there any health and safety issues that we should look into immediately?

Meeting the group

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Were there any problems with the international or internal flights?

Were there any problems meeting all group members, both those with flights and ‘land only’ clients?

Transport Were there any problems with the transport used during the trip?

As far as you were aware, was the transport provided safe and legal?

Did you use any form of transport other than that described in the Trip Notes? Please give details.

Accommodation and food Were there any problems with the accommodation?

As far as you were aware, was the accommodation provided safe and legal?

Did you use any form of accommodation other than that described in the Trip Notes? Please give details.

Were the clients satisfied with the food?

Activities and Excursions Were there any problems with the activities or excursions

As far as you were aware, were the activities or excursions provided safe and legal?

Were the clients satisfied with the condition of any locally provided equipment? (e.g. camping equipment, bikes, snowshoes, wet-suits etc)

Were the clients satisfied with the service from other staff?

Do you have any suggestions for improving this trip?

Was the holiday run according to the Exodus Responsible Tourism Policy? Could we make any improvements?

End of Trip Checklist At the end of the trip, please check that you have completed the following tasks: Report any H&S issues to the head office

Remind the clients to complete a Holiday Evaluation Form when they return home

Attach an Accident/Incident Report Form if relevant

Attach a Release Form if relevant

Signature of Tour Leader:……………………………… Date:………………………………

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APPENDIX D – Liability Waiver Form

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Liability Waiver for Optional Adventurous Activities

Product and Operations Department, Grange Mills, Weir Road, London SW12 0NE Email: [email protected] / Fax: 0044 208 675 5276

Trip Name: Trip Reference: Leader Name: Name of Client/s (1): (2) :

Liability Waiver:

Explanation Exodus endeavours to provide safe, but exciting experiences to their clients whilst on holiday. During many of the trips we operate there are a number of optional activities which can be arranged and paid for locally, and are not part of the itinerary that Exodus offers.

While Exodus believes that it is important for their representatives to help the clients access these options by making bookings or suggesting suppliers, neither Exodus nor their agents are in a position to do full safety and legal checks on all such activities in all areas.

As the activity that you have enquired about falls into this category, you are asked to sign this form to show your understanding of the above.

Declaration Exodus has advised me that if they inform me of, book, recommend, or in anyway assist me in taking part in any optional activities or excursions that are not an integral part of the published itinerary, they will not carry a legal liability for any injury or damage I may suffer. By offering such services, this does not constitute an endorsement or recommendation of these activities by Exodus, and I confirm that I am taking part in this optional activity at my own risk.

Optional activities that I will be taking part in:

Signature of Client/s (1):……………………………… (2) :…………………………….…

Signature of Tour Leader:……………………………… Date:………………………………

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Page 47 of 65 Exodus Leader Manual 2008

APPENDIX E – Release Form

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Release form

Product and Operations Department, Grange Mills, Weir Road, London SW12 0NE Email: [email protected] / Fax: 0044 208 675 5276

Please fill in this form if a client/s chooses to leave the trip for a day or longer and send to the Exodus office. Keep one copy for your records and give one copy to the client. Note. If clients are leaving due to an accident/incident, please fill in the accident/incident form instead and not this release form.

Trip Name: Trip Reference: Leader Name:

Client Details: Client (1) Name: Client (2) Name:

Reason for leaving trip:

I/We (1)______and (2) ______state that I/we have chosen to leave the Exodus trip, for the following reason:

a) personal reasons alone and not due to any dissatisfaction with the operator, its agents or the tour leader

b) dissatisfaction with the operator/services/leader. Please give details.

c) other. Please give details.

Termination of services:

Termination of services will take place on ______at ______hrs and:

a) I/We will not be rejoining the trip at any point. I/We understand that thereafter all responsibility for accommodation, transport and all services will be my / our own

b) I/We will be rejoining the trip on ______at ______hrs at which point the services of Exodus will resume.

I / We understand that Exodus Travels have no formal legal responsibility for our safety or welfare whilst away from the group.

Signature of Client/s (1):……………………………… (2) :………………………………

Signature of Tour Leader:……………………………… Date:………………………………

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Page 51 of 65 Exodus Leader Manual 2008

APPENDIX F – Incident/Accident Report Form

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Accident report form

Tel: 0044 870 240 5550 / Out of Office hours Tel: 0044 129 351 2068 / Fax: 0044 208 675 5276

Please fill in this form, in as much detail as possible, when an accident occurs on trip. Use a separate sheet of paper if necessary. Fill in one form for each client affected and send to the Exodus office. Keep one copy for your records and give one copy to the injured client.

Trip Name: Trip Reference:

Leader Name:

Details of Injured Client: Name:

Insurance Company and 24 hour Number:

Policy Number:

Details of Accident/Incident: Date and Time of accident/incident:

How did the accident/incident occur?

Was the client injured? Please give details

Did the leader give any First Aid treatment? Please give details:

Did the client see a doctor or go to hospital? Please give details:

Was the client able to continue with the trip? Please give details:

Further comments:

Signature of Client:……………………………… Signature of Tour Leader:………………………………

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APPENDIX G – Helicopter Evacuation Request Form

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Page 57 of 65 Exodus Leader Manual 2008

Notes on Helicopter Rescue

WHEN TO ORDER A HELICOPTER?

Emergency helicopter evacuation of an injured client is in many regions of the world the fastest and simplest system. However, helicopters are not always available, and outside Europe there are likely to be significant cost implications where a helicopter is ordered.

The decision on whether to order a helicopter to help evacuate a client will depend on a number of factors:

• Is the client currently at risk? • Is their condition likely to worsen? • Are there alternative methods of evacuation? • Is there medical help close at hand?

Where the client is conscious and capable of making rational decisions, they should be briefed on the likely cost implications and made aware of other methods of evacuation, before a helicopter is ordered. They should be asked to complete a Helicopter Evacuation Form. If the client/injured party is not in a position to sign the request form, the leader is authorised to make the decision on their behalf. The leader should exercise prudent judgement as to the necessity of helicopter evacuation.

If you judge that the client’s life is at risk, you must order a helicopter immediately. If you are unsure whether a helicopter is absolutely necessary, let the client decide by making them sign the form first.

Remember that ordering helicopters can be a slow process. Finding a communications post, getting the message through, waiting for available helicopters (military responsibilities, lack of fuel, lack of pilot, missing spare part, bad weather are all reasons for a slow response time). If you are near an airfield, always try to use scheduled flights. This can be a lot quicker and cheaper than sending for a helicopter.

WHO PAYS FOR IT?

In most countries a helicopter will not take off unless they have a guarantee of payment. The Exodus Base Manager, the Local Agent or the client’s National Embassy/Consulate can do this.

No matter who guarantees payment, Exodus or the local operator end up with the bill. Exodus normally reclaims this from the client’s personal travel insurance, provided the use of a helicopter is justified. It is essential that the injured party sign the Helicopter Request Form. This means that should the insurance company not pay up, the client is liable to reimburse Exodus themselves. The cost of helicopter evacuation can be up to £5000 depending on the country.

WHO ORDERS THE HELICOPTER?

Usually an assistant guide is the best person to order the helicopter. Always bear in mind the safety of the rest of the group when splitting off key staff. Make sure whoever orders the helicopter has the necessary information, knows who to pass it on to, and knows how to order the helicopter.

INFORMATION TO PROVIDE:

• Name and nationality of injured party. • Name, Address and telephone number of person / company to guarantee payment. • Name of group leader and local leader. • Insurance details • Location and condition of injured party. • Is a doctor required at the scene?

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Helicopter Evacuation Request Form

Trip Name:

Trip Reference:

I, ______hereby agree to accept full and total responsibility to reimburse Exodus for the cost of emergency evacuation. I agree to accept this responsibility even in the event of non-payment of any claim I may make against any insurance company.

Clients Name:………………………………………………………………………………

Signed:………………………………………………………………………………………

Date::…………………………………………………………………………………….……

Page 59 of 65 Exodus Leader Manual 2008

APPENDIX H – Briefing notes for Exodus Holiday Evaluation Form

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On-line Holiday Evaluation Form: Explaining it to the clients

Ensuring a reasonable response rate.

Many on-line questionnaires or surveys get a very low response rate. For the data to be useful it is crucial that we encourage as many of our clients as possible to use this system. Our aim at Exodus is to get at least 50% of our clients giving us feedback on any trip we run. To encourage a high level of responses, we need the help of our leaders.

Please explain, promote and talk about the new system.

An example of the Holiday Evaluation Form is included on the following pages for your information only. This is not to be printed or given to clients in paper form.

LEADER BRIEFING TO GROUPS

At the end of the tour, please explain the following:

• Exodus takes customer feedback very seriously, and gathering your opinions is crucial to providing great holidays.

• During your time away you should have received an email with a link to our on-line customer feedback survey.

• People that booked together will get one email, but will be asked to specify how many people they are responding for.

• Exodus does not have e-mail addresses for everyone: If you booked through an agent, Exodus does not hold your e-mail address. If you did not give Exodus your e-mail address you will need to do so. If you do not have an email account you can request a paper copy be sent to you.

• To receive your personalised link, please send an email to [email protected] with your name and trip code. The response will not be automatic, but Exodus will get back to you within 24 hours.

• The on-line forms are read by Exodus office staff on a weekly basis.

• As your leader, it is really important that Exodus see your feedback on the job I am doing, so please do take the time to fill out the survey.

• Exodus take your privacy very seriously and will not pass on your email address to any other organisations.

And last, but by no means least…

Exodus does a MONTHLY prize draw for £500 worth of Exodus vouchers. Everyone who completes a survey, will be automatically entered in to the drawer.

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