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We very much hope your trip is eventful in terms of sights, but completely uneventful with respect to difficulties. However despite best intentions, not everything always goes smoothly for a variety of reasons. Some are within our control, many quite outside. In Latin America, as in any developing region, there is more potential than in developed countries for unforeseen changes and situations to arise. The email extract below is from a group who went to Peru:-
"Our trip was adventurous with lots happening, including altitude problems at Puno, fires in the jungle, a strike with boulders in the roads, and a tree falling down across the road so we couldn't leave the Sacred Valley (after waiting an hour and a half, our guide hired a van on the other side of the fallen tree to take us back to Cusco. We were crowded and it cost us $20, but it was well worth it to be able to get out). Overall, the trip was great (especially Machu Picchu) and Lima Tours did a first-class job taking care of us."
Our recommendations
A) Who to contact
1) The country operator
Once you've arrived in the country, this should usually be your first action, using the 24 hour contact numbers and the supplier reference number we have provided. We select operators very carefully in each country, one of the key criteria being the support they give our clients during their trip. For us this is critical, as also their abilitiy to solve problems that arise (see Lima Tours reference in the quote above). The local operator has contacts and contractors throughout the country, is on the spot, and so can normally provide the fastest response to your difficulty.
2) Contact us
Because we are based in Costa Rica, we are a slower solution unless you haven't yet arrived in the country of your trip.. But there have been cases where, for whatever reason, the local operator cannot be reached or even does not recognise you as client (yes, this has happened, and that is why we now insist on having confirmed reference or reservation numbers at the time of booking). In these cases, or where you are not happy with the operator's services, obviously contact us as soon as possible. In any event, you may want to keep us informed or copied. We have provided you a 24 hour number, and even home numbers in case of emergency or pressing issues.
B) Specific situations
1) Cannot make the trip at last minute
This unfortunately happens occasionally, for family or other reasons. One poor client even broke a leg in Dallas entering the plane for Buenos Aires. Phone us immediately and let us know. Even though cancellation penalties are normally 100% in such cases, if we move quickly enough with suppliers we may be able to reduce penalties significantly, or obtain a credit for a later trip. Obviously travel insurance is ideal in these cases.
2) Your international flight arrives late
This happens frequently. You do not need to worry if the delay is reasonable. If you have pickup service arranged by us at the airport, the operator should be checking actual arrival times and be waiting for you at your later arrival. If however your flight has been seriously delayed or even cancelled, with an impact on your trip, then contact us immediately. We can then look at re-arranging the start of your itinerary. If in doubt, contact us anyway!
3) Arranged pickup does not come
The worst case for you is almost certainly the first pickup, at the airport of arrival in the country, when you are tired, have no knowledge of the country, probably cannot speak the language, are worried about the pickup not working, and face a noisy crowd of people waving signs and shouting names at the exit. The first pickup may be also how you receive your physical vouchers and itinerary for a tour. For us and our operators, this is also the worst case situation, and we try very hard to avoid this. At some airports there are so many people waiting for arrivals that it can be difficult to spot the person waiting for you. So what you should do is wait, look around actively to see if you can find a person waiting for you, and if it is finally apparent there is nobody there, take a taxi to the hotel or rental car agency as appropriate, using the address we gave you. There you will be able to contact the operator much easier. Ask for a receipt of the taxi, and we will refund. If pickups later during your trip do not arrive, phone your operator to see if something has gone wrong.
4) No pickup time given
The itinerary you receive on arrival, if you are doing a tour, should clearly state pickup times. If some are missing, contact the operator or confirm with the guide for the next day. If you find you are having to chase the operator too often (this rarely happens), let us know and we will contact the operator on your behalf and make sure the problem is resolved.
5) Services missing
The itinerary you receive on arrival, if you are doing a tour, should also clearly state the services, and this should coincide with what we have sent you beforehand. Please try and check at the start. If something is missing, point this out early to the operator and/or let us know so it can be rectified. If you realize later, and it is too late to rectify, you should be eligible for a refund for the missing service.
6) Services inadequate
Try and rectify on the spot. If not successful, let the operator know immediately. If it is a rental car in Costa Rica, also let us know immediately as we can apply pressure on the agency.
7) Galapagos cruise problems
Galapagos cruises are expensive, particularly taking into account all the costs of flights and park tax, and we really believe they should meet your expectations. Very occasionally there are quality problems however. The very worst case we had was when clients with confirmed reservations arrived, after the flight to Galapagos, to find that their yacht was full and there was no reservation for them. Your first action should be to contact the operator in Quito or Guayaquil, preferably by email (with copy to us) but otherwise through the yacht's radio, and report the problem. This is critical, as the captain and crew may not be informing their head office accurately about the situation. If the situation is serious (for example the operator is offering a change in boat), you must contact us too. Only in this way can we help negotiate a reasonable solution, as otherwise you may unwittingly accept a lesser answer. Please bear in mind that we have a good bargaining position with operators, as we work actively with most of them, provide a reasonable volume of clients, and are members of IGTOA, the association of international operators like us that monitors performance on the islands. |
