Operational Guidelines

This Operational Guidelines establishes standard operating procedures for Group Getaways (GG), the Tour Guide (TG), the Guest Client (GC), and our local Experience Partners (EXPA) to ensure the safe, efficient, and legally compliant handling of any irregular situations faced in the field.

At Group Getaways, the physical safety of our guests and staff always comes first, ahead of any itinerary or commercial decisions.
For immediate support, you can reach out to GG Team by Phone at +41 58 788 01 07, +41 76 582 49 90 or WhatsApp: +41 77 202 25 69

General Principles

Principle & Context Operational Rule / Action
Safety First
Physical safety vs. Itinerary		 The physical safety of our guests and staff always supersedes the itinerary, schedule, or any commercial decisions.
Tour Continuation
Group wants to stop or skip parts		 Unless safety is compromised or for other important reasons, always adapt and continue. If the majority of the group or Client Representative chooses to abandon the tour, they receive a 0% Refund.
Corporate Authorization & Safety
Halting a tour completely		 TG cannot independently cancel a tour. Call GG for authorization BEFORE officially stopping, and only if complete cancellation is requested or unavoidable. Exception: Safety takes absolute priority; act immediately and inform GG Ops as soon as possible.
Communication & Tracking
Delays, disruptions, group management		 GG, with guest consent obtained in the booking form, creates a WhatsApp group chat, including the TG, before the start of the tour to easily organize, track and inform everyone. During any delay, updates are provided every 10-15 minutes.
Refunds Policy TG never promises refunds on the spot; GG handles all commercial decisions (Corporate Authorisation). Voluntary drop-outs, no-shows, misconduct exclusions, or undisclosed restrictions (e.g. food, physical) result in a 0% refund.
GG Backend Duties
Communication & replanning		 GG manages all downstream coordination: notifying partners, replanning EXPAs, and evaluating financial liabilities (e.g., charging disruptive individuals for group losses).
TG Comfort Kit Based on the tour type and on the agreements with them, TG should carry a "Comfort Kit" (water, non-perishable glucose/mints, first aid). Note: TG must inform/remind guests to check ingredients for allergens.

1. Client Related Issues

Situation Solution
🔴EW1.1 - Medical Issue
Guest or guide requires immediate medical attention 		TG: Secure group & call public emergency number.
TG: Call GG for Corporate Authorization*.
TG: Provide a detailed report via email by the end of the day
TG: If the client cannot continue, apply Safety First + Tour Continuation (GPs)
* as per General Principles Table
🟠EW1.2 - Disturbance
Guest is aggressive, uncooperative, or disrupting the tour 		TG: Issue verbal warning to Client Representative. Call GG to authorize removal of the individual.
TG: Formally ask the disruptive traveller to leave the tour. If they refuse or the situation escalates, immediately contact local authorities (do not use physical force).
TG: Provide a detailed report via email by the end of the day
TG + GG: Apply Refund Policy + GG Backend Duties*.
* as per General Principles Table
🟡EW1.3 - Delay
Guests are late for the start or mid-tour meeting point"

🟡EW1.4 - No-Show (Partial/Full)
Guests fail to arrive without prior notice" 		TG: Call/WhatsApp client immediately. Wait a maximum of 15 minutes.
TG: If no-show, notify GG, log events, and apply Tour Continuation*.
TG: Apply Refund Policy + GG Backend Duties*.
* as per General Principles Table
🟡EW1.5 - Lost Property
(e.g., phones, passports, personal items)
Guest wishes to halt the tour to search for a lost item 		TG: may provide guidance with the police station information. Ultimate responsibility stays with the GC.
TG: Apply Tour Continuation*.
GC: may drop out to search.
GG: Apply Refund Policy + GG Backend Duties*.
* as per General Principles Table
🟡EW1.6 - Unhappy / On-Site Complaint
Guest is vocally unhappy with the tour or partner service 		TG: Apply Refund Policy*.
TG: De-escalate & attempt immediate on-site remedy. Log formal complaint.
GG: Apply GG Backend Duties*.
* as per General Principles Table
🟡EW1.7 - Undisclosed Allergy / Dietary Restriction
Guest reveals dietary need at the exact moment of a meal 		TG: Attempt on-the-fly menu substitution.
GC: If impossible, client skips tasting.
GG: Apply Refund Policy + GG Backend Duties*.
* as per General Principles Table

2. Third-Party Related Issues

Situation Solution
🟠EW2.1 - Transport Breakdown (Bus, Ferry, etc.)
Scheduled transit fails to arrive or breaks down 		TG: Inform guests immediately and apply Communication & Tracking*.
TG: Call GG to dispatch backup transport.
TG: Adjust/condense remaining itinerary.
GG: Apply GG Backend Duties*.
* as per General Principles Table
🟠EW2.2 - Guide Delay
Assigned guide is running late

🟠EW2.3 - Guide Medical Emergency
Guide becomes ill or incapacitated mid-tour

🟠EW2.4 - Guide No-Show
Guide fails to arrive without prior notice 		TG: (If able) Inform GG immediately.
GG: Dispatch Backup TG OR extend tour end time. Cover drinks/snacks while the group waits.
GC: entitled to pro-rata refund (if shortened) or Full refund (if canceled).
GG: Apply Refund Policy + Corporate Authorisation + GG Backend Duties*.
* as per General Principles Table
🟠EW2.5 - Sudden EXPA Closure / Strike
Partner venue is unexpectedly closed upon arrival

🟠EW2.6 - EXPA Booking / Ticketing Error
Pre-paid booking is missing or rejected at the venue 		TG: Contact GG immediately. Activate designated backup EXPA or extend remaining stops.
GG: Apply Refund Policy + Corporate Authorisation + GG Backend Duties*.
* as per General Principles Table

3. External/Force Majeure Issues

Situation Solution
🔴EW3.1 - Security Threat / External Aggression / Theft
Active danger or crime compromising group safety 		TG: Apply Safety -GPs, move the group away immediately, call the public emergency number.
TG: Contact GG for routing instructions.
TG: Provide a detailed report via email by the end of the day.
GG: Apply GG Backend Duties*.
* as per General Principles Table
🔴EW3.2 - Severe Weather
Extreme conditions making the itinerary physically unsafe 		TG: Seek immediate shelter. Execute a pre-planned alternative.
TG: Might declare high-risk activities unsafe. Apply Corporate Authorization*.
GG: Authorize Reschedule or Force Majeure cancellation. Pass-Through Refunds only (client refunded only what EXPA refunds GG). Apply GG Backend Duties*.
* as per General Principles Table
🟡EW3.3 - Authorities (Passport, etc.)
Guest is temporarily delayed by police or passport control 		TG: Assist with translation. Wait a maximum of 15 minutes.
TG: Apply Tour Continuation*. The affected individual remains with authorities.
* as per General Principles Table
🟡EW3.4 - Traffic / Transit Delays
Heavy congestion or transit issues slow the planned pace 		TG: Reroute path to bypass traffic. Condense/skip non-essential stops.
TG: Warn Client Representative of inherent risks associated with alternative unmapped routes.
GG: Apply GG Backend Duties*.
* as per General Principles Table