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Introduction
In line with our Customer Health and Safety Statement and Policy, all significant customer incidents that occur while the tour is being delivered, must be reported to the Customer Service Manager who in turn must report all significant issues to our Insurer – Towergate Chapman Stevens. These are reported on a monthly basis.

1. Why do we need to record Incidents that occur on tour?

• To enable us to make any changes to procedures, policies, operator actions, itineraries, etc .. and to prevent where possible, by undertaking Risk Assessments, the incident from reoccurring in the future.
• To ensure we have the customer details so that we can establish the impact of the incident on the customer and whether they are injured and/or unwell.
• That we have an audit trail detailing the incident in case of a future liability claim by the customer.

2. What is an incident and what needs to be reported?

• All injuries that occur while on the tour; these could be in the hotel, on the coach, on the excursions or just when the passenger is out and about in their own time. We have a duty of care to our customers and we need to be aware of what is happening and has happened on our tours.
• All vehicle accidents that occur in our contracted coaches and vehicles.
• All verified claims of food poisoning or food contamination at the hotel(s) being used for the tour.
• All illnesses that occur while on the tour; this could include but is not exhaustive, heart attacks, strokes,
• All deaths that occur while on the tour.
• Any natural incident that occurs such as severe flooding, unprecedented weather conditions or events that potentially impact the Health and Safety of passengers
• The information detailed on the pro forma overleaf needs to be captured and reported.

3. Who can report an incident?

• Anyone who is associated with the passenger(s) affected by the incident
• The passenger directly affected
• The Tour Manager
• The Coach Operator
• The Hotelier
• The Police

4. When should you report the incident?
During our standard opening hours, the incident should be reported immediately or as soon as it is feasibly possible as this will enable us to take any immediate action needed to ensure the safety of the passenger involved.

Outside of our standard operating hours, you only need to contact us at the time of the incident if there is an imminent or significant threat to life or where a single traveller is concerned, where you deem the incident severe enough to require contact with the Next of Kin.

If neither is relevant we request that you let us know when the main office re-opens at 9am on the next working day.

5. How to report the incident

• The incident can be reported by telephone to our Reservations Team – 0333 321 2772
• To the Customer Services team during standard office hours (9am – 5pm Monday to Friday) on 01242 265742
• Via the Emergency Team outside office hours on 01242 265702
• By completing the online form below
• By emailing us at customerservices@justgoholidays.com