Managing tourist experience

Managing tourist experience is a major key to success and also a difficult task for all tour operators. Tourist experience is measured by the whole process, from the beginning such as counselling to the very end, which is a happy and safe returning home. Explore! has taken this into account by putting tourist experience on the first priority to be considered and managed. It’s policy clearly shows the importance of tourist and how they try to look after roughly 30000 travellers per year in term of health and safety, range of activities and experience. Each trip is planed carefully with the right balance of activities, exploration, fun and relaxation. Because health and safety management is their uncompromising, tourists will be travelling in small groups (10 to 24 people in one group) in order to be managed easily and more flexible for customers. All customers are required some level of active participant, therefore, some regulations will apply to those who are not sufficiently fit, healthy or unable to participate in. In addition, they help customers decide which trip is suitable for them by rating the difficulty of trip and its activities. For Explore! tour leaders play an important role in managing tourist experience, their responsibilities are to ensure that the tour runs smoothly and that all the logistics are in place, and more importantly, to oversee the health and safety aspects of the tours. Therefore, they always select tour leaders carefully and train them really well.

Those policies seem to be well planed and promise to deliver excellent experience to customers. However, there are some complaints from tourists who got back from the tour, contributing their opinions about their experiences throughout the trip. Complaints include the lack of empathy as when customer wrote to express disapproval, they experienced arrogant reply and not addressing the issue that they were asking, the elements of their trip were cancelled at last minute, or they might