WHAT TO DO IF YOU HAVE AN ISSUE ON A TRIP…

Travelling can come with unexpected challenges. Maybe your room has no hot water, you’re frustrated that other guests keep arriving late, you’re feeling unwell, or your luggage didn’t arrive.

Whatever the issue, please let us know so we can help make it right!

💡GENERAL TOUR MATTERS

This includes issues with hotel rooms, amenities, transport, activities, safety concerns, and compliance with Terms and Conditions.

Step 1 – Talk to your Guide

Whenever you get a moment, have a private chat with your Guide. Being the only person/people physically present to assist, they are your first and best port of call! They’ll do whatever they can to help resolve any issue. Sometimes things may be out of their control or a fix might take a little while, but please give them time to work out the issue. If you feel more comfortable messaging your Guide, you can do so privately via WhatsApp and they will respond during work hours.

Step 2 – Guide will Action & Update

Your Guide will consider/take any actions and report key updates to Fencox Trip Operations, detailing the issue, time, location, and steps taken.

A member of our Leadership team may get in touch for more information.

Step 3 – Outcome

Your Guide will update you with the outcome. They will also stay in touch with the Fencox Trip Operations team through private channels.

What if after this, your matter still isn’t resolved?

  • Reach out to us by email at triphelp@leatherbacktravel.com – this is our only dedicated inbox for guest assistance during a trip; monitored across time zones.
  • Our team will address and respond to your email within 12 hours.
  • Depending on the nature of your issue, it may be escalated (see ‘Escalation’ below).
  • Please don’t message your Booking Manager directly via WhatsApp or email address as their phone/email won’t be monitored outside working hours and your message may not be seen for some time.

🙍🏼INTERPERSONAL

This covers bullying, offensive language, verbal abuse, disrespectful tone, threats, continued rudeness, or any form of discriminatory or inappropriate behaviour towards fellow Fencoxers, Guides, staff, or locals.

Check out our Guest Participation Guidelines(opens in a new tab) for more details.

Step 1 – Talk to Your Guide

For any interpersonal or behavioural issues within the group, please speak with your Guide first.

It’s so important to us, and for you, that this is addressed right away to ensure everyone has a great time!

Step 2 – Information Gathering

Your Guide will gather information about the situation, listening to all perspectives privately and open-mindedly.

They will explain how the incident relates to our guidelines and discuss possible resolutions with those involved.

Step 3 – Documentation & Reporting

Your Guide will record all details of the issue or incident, including details of time, location, conversations had, resolution agreed upon, and any actions taken.

This will be communicated directly to Fencox Trip Operations on the same day.

Step 4 – Ongoing Monitoring

Fencox Trip Operations will monitor the situation by staying in contact with your Guide for the rest of the trip.

One of our team may reach out to you directly as well, to check in and see how you’re going.

🤚🏼ESCALATION

In extremely rare cases where a guest’s behaviour continues to be inappropriate or is severe in nature (for example, illegal activities, life-threatening behaviour, physical threats or abuse), the matter will be escalated. This guest will receive a formal verbal warning and may be removed from the trip.

Illegal activities or life-threatening behaviour may also be reported to local authorities.

See our Guest Participation Guidelines(opens in a new tab) for more details.

Step 1 – Delivery of Warning

The Guide or designated authority will discuss a warning with the guest, answer any questions, and seek a commitment to follow the policies or agreed behaviour moving forward.

Step 2 – Action Plan Development

For ongoing behaviour issues, an action plan will be developed in collaboration with the guest, with scheduled check-ins to evaluate the actions taken and the outcome.

Step 3 – Continued Documentation

Your Guide will continue to document ongoing issues; logging times, locations, and actions taken. This information will be communicated to Fencox Trip Operations and escalated to the Leadership Team.

Any ongoing or severe behaviour details will be recorded on a guest’s profile.

Step 4 – Escalation

When a matter is escalated to the Fencox Leadership Team, they may reach out directly to the guest and will decide on appropriate actions. This may include removing the guest from the trip.

The decision will be communicated clearly to the guest and the group by their Guide.

What if things continue after escalation? Or if it’s something severe?

If a guest’s misconduct continues after escalation or is severe (illegal, poses a significant risk) Fencox Leadership may immediately remove the guest from the trip. This will be clearly communicated to the guest and the group by their guide.

In these instances, no refunds will be given in alignment with Fencox Terms & Conditions.

🚨SIGNIFICANT INCIDENTS OR EMERGENCIES

Large-scale incidents or emergencies are escalated immediately to our Fencox Leadership Team. They will work together with the local team on a response, and contact authorities if needed. Your Guide will keep you and the group informed with any updates.

We’re here to do everything we can to make sure you have an incredible time! If you see or experience any issues during your trip, please refer to our Guest Participation Guidelines(opens in a new tab).