CU7 : Tourist Departure Execution

TOURIST DEPARTURE EXECUTION

A competent Tourist Guide is able to perform plan tourist departure arrangement, inform tourist in advance of departure details and arrangement, coordinate departure arrangement, execute accommodation check-out, transfer tourist to departure point and execute boarding arrangement activities at the departure point

1 PREPARATION AND PLANNING OF DEPARTURE

  1. 1 ASCERTAIN TOURIST DEPARTURE DETAILS
    • Tourist departure details confirmed according to tour itinerary
  • Verify ETD, which airport/departure
    1. Verify Any meals prior departure
    2. Verify any tour other arrangement before departure
  • Tourist identification confirmed according to departure name list
  1. Verify names
  2. Update latest information if there are any changes.
  • PLAN TOURIST DEPARTURE ARRANGEMENT
    • Tourist departure activities arrangement planned and confirmed
    • Confirm transportation reservation

SAMPLE TOUR COACH RATES KL

 
Bus – Coach
Type – 40 Seat Executive Coach
Capacity – Maximum 38




Airport Transfers from / to KLIA (KUL) RM
KLIA Airport – K. Lumpur 600
KLIA Airport – Genting Highlands 900
KLIA – Putrajaya 500

To Destinations ~ SOUTH RM
K. Lumpur – Seremban 700
K. Lumpur – Melaka 900
K. Lumpur – Johor Bahru 1,600

To Destinations ~ NORTH RM
K. Lumpur – Lumut (Pangkor Ferry) 1,000
K. Lumpur – Cameron Highlands 1,200
K. Lumpur – Penang 1,400
K. Lumpur – K. Perlis / K. Kedah 1,600

To Destinations ~ EAST  
K. Lumpur – Kuantan 1,300
K. Lumpur – Cherating 1,400
K. Lumpur – K. Terengganu 1,700
K. Lumpur – K. Bahru 1,800
K. Lumpur – K. Tembeling (Taman Negara) 1000
K. Lumpur – Mersing (Tioman) 1,650  

Bus Coach Hire RM
DAY CHARTER – 8 Hours KL / Petaling Jaya / Langkawi 900 HALF DAY CHARTER – 4 Hours KL / Petaling Jaya / Langkawi 450 Per Extra Hour Half / Full Day Charter 100
  • OBTAIN TRANSPORT DETAILS
  1. Registration Number of the Coach
  2. Driver contact details
  3. Pick up time
  4. Pick up venue
  5. Number of passengers
  6. Drop off venue
  7. Duration of usage
  8. Emergency contact of person in charge
  • INFORM TOURIST IN ADVANCE OF DEPARTURE DETAILS AND ARRANGEMENT
  • Brief tourist departure arrangement a day earlier
    • Departure arrangement information delivered to tourist on departure day
  • CO-ORDINATE DEPARTURE ARRANGEMENT
  • Service providers and relevant parties communicated and updated on departure arrangement according to the Code of Ethics
  • A DAY BEFORE CHECK OUT
  • Ensure counting of luggage
  • Best method is to display tag with code at each tourist bag. Record the code for reference.
  • Use easy numbers such as : 101, 102, 103
  • Verify items which are not supposed to be carried such as :
    • Radioactive materials
    • Mercuric and magnetic items
    • Hair spray
  •       REMINDERS
  1. Remind the reception about departure and check out
  2. Ensure porters are available to carry luggage
  3. Plan and inform tourist about time of luggage collection
  4. Remind tourist about extra charges that they will need to pay such as use of telephone, mini bars etc
  5. Remind tourist about valuables that they keep at safety boxes of the hotel
  6. Arrange earlybreakfast to avoid delay

2 EXECUTE ACCOMMODATION CHECK-OUT

  • LUGGAGE
  1. Tourist luggage handling coordinated, tourist personal documents and belongings reminded
  2. All luggage including hand carry are placed in the coach
  3. Count tourist luggage
  • GUESTS
  • Numbers of check out tourist confirmed as per name list
  • Count number of tourist
  • REMINDERS
  1. Ensure bills have been settled
  2. Ensure keys have been returned
  3. Leave address and contact numbers in case there are things which have been left behind
  4. Ensure tranportation is in neat, clean and presentable manner
  • ASSIST CHECK-OUT ARRANGEMENT

Very often, a tour guide service is required right from guest arrival to guests departure, especially for groups. A tour guide needs to assist guests as much as possible as follows :

  1. Assist guests with clearance such as payments, translations etc..
  2. Ensure they have collected their passport(s)
  3. Assist guest with luggage
  4. Assist guest at the airport, ie group check-in, luggage handling, tax etc..
  5. Ensure guests are safe and free from unwarranted harassment
  • Handle Luggage and Arrange Porter

A tour guide needs to assist the guests in luggage handling at their entry point such as airport, jetty or a bus terminal. He/she may guide the tourists on where to place their luggage. Senior citizens must be assisted by all means. Upon arrival at an accommodation venue, a tour guide needs to arrange a porter or front desk personnel in-charge of handling guest luggage.

3 TRANSFER TOURIST TO DEPARTURE POINT

  1. It is Tourist Guide’s responsibility to ensure the coach is on time.
  2. General verification on tourism transportation (usually carried out by bus driver);
    • Cleanliness of Coach/Van/Car:
      1. Cushions
      2. Post Seat
      3. Dustbin
      4. Carpet is cleaned and without bad odors
      5. Exterior is washed
      6. Wind screen
  • Audio Visual aids are working:
    • First Aids Box- contents are checked and refilled.
      • Telecommunication equipment is working.
      • Conduct transfer briefing
  • Remind Do’s and Don’ts on the tour transport

DO’s

Wait for the bus to come to a complete halt before disembarking.

Help to keep the bus clean.

Ensure that overhead compartments are closed properly.

Respect the need and comfort of other passengers.

Behave appropriately at all times

Protect bus property Follow the tour guide’s / driver’s safety instructions

Don’ts
    Don’t walk about while the bus is moving
Don’t allow children to be jumping and running  along the walkway of a moving bus
Do not litter in the bus
Do not leave your valuables in the bus
Do not smoke in the bus
Do not eat or drink ( except mineral water ) while inside the bus
Do not distract the attention of the driver unnecessarily
Use of offensive language, fighting, spitting, placing feet on seats or throwing things in or out from the bus is forbidden

4 EXECUTE BOARDING ARRANGEMENT ACTIVITIES AT THE DEPARTURE POINT

PERFORM BOARDING ARRANGEMENT

  1. Ensure they are ready for briefing and departure.
  2. Check their presence with the group leader from the guests list
  3. Inform them time of depart and suggest if anyone needs to do other things (eg to go to the bathroom), they are given certain amount of time eg 5 minutes.
  4. Welcome them using standard greeting, If there is any VIP address, be sure to welcome them using appropriate address such as ‘Dato, Datin, Yg Bhg, Tuan etc..
  5. Introduce yourself and the tour company you are representing
  6. If they are guests from a group or a company, be sure to mention their company name.
  7. The estimate time for briefing to the guests should not be more than 5 minutes

TOURIST LUGGAGE HANDLING PROCEDURE

Procedures will differ with circumstances whether at hotel for checking in and checking out or at the airport for arrivals and departures

In whatever circumstances we have to ensure that each piece of luggage is properly loaded into the tour vehicle concerned, with no luggage is left behind.  

HANDLING PROCEDURES

  1. Remove old baggage tags and supply each traveller with new ones. Since tags are easily torn off or damaged, always carry extras.
  2. Making sure owner’s address must be on the tags, and hidden from direct view for security reason.
  3. All suitcases and checked luggage must be securely fastened, preferably locked.
  4. When checking in and out of Hotel always count the luggage and cross check each against your list .A good method is to assigned a code to each tour member and put that code on the baggage tags on each piece of the member’s luggage. Keep it simple eg. Code: 101,102, 103.

Boarding check-in procedure

Guides have to ensure that our guests must have the following documents to ensure a hassle free check-in procedure:

  • Passports / I.C
  • Air tickets
  • Visa / permits
  • Embark or disembarkation cards

Check-in is usually the first procedure for a passenger when arriving at an airport, as airline regulations require passengers to check-in by certain times prior to the departure of a flight. This duration spans from 30 min to 4 h depending on the destination and airline.

THE FOLLOWING PROCEDURES ARE USUALLY CARRIED OUT BY A TOUR LEADER, NOT BY A TOURIST GUIDE

Luggage size specification and weight specification

Cabin luggage sizes allowed in airlines vary, as there is no international standard. However, the IATA (International Air Transport Association) has set down recommendations (not mandatory) for airlines.

Every airline carrier have own restrictions related to the number of luggage, hand carry luggage, the size and weight that you can carry along during your air travel, such as :

  • Briefcase / Handbag/Purse
  • Laptop (in carry bag)
  • Umbrella
  • Zip top bag that follows airline carry on liquid rules like baby formula, milk (including breast milk), juice, medications, liquids or medications for medical ailments like diabetes.
  • Personal aid devices like braces, canes, crutches, prosthetic devices, wheelchairs, walking sticks, only if the passenger is dependent on them
  • CPAP breathing machine that needs to be removed from carrying case and submitted separately for X-ray
  • Full size game consoles, DVD players and video cameras that need to be removed from carrying case and submitted separately for X-ray screening

Airline Carry on Luggage Size Restrictions

Name of Airline</TD Baggage Allowance Baggage Dimensions Baggage Weight
Air France 1 plus personal item 115cm/45″ 12kg/26.4lbin total
British Airways 1 bag 115cm/45″ 6kg/13.2lbs
Cathay Pacific 1 bag plus personal items 115cm/45″ 7kg/15.4lbs
Delta 1 bag 115cm/45″ 18kg/40lbs
Emirates 1 bag 58cmx38cmx20cm 7kg/15.4lbs
Garuda 1 bag plus personal items 50cmx36cmx15cm 7kg/15.6lbs
Japan Airlines 1 bag plus personal items 115cm/45″ 10kg/22lbs
KLM 1 bag plus personal items 115cm/45″ 10kg/22lbs
Korean Air 1 plus 1 personal item 50cmx40cmx20cm 12kg/26.4lb
Lufthansa 1 bag plus personal items<TD20″x16″x8″ 8kg/18lbs  
Malaysia Airlines 1 bag 115cm/45″ 5kg/11lbs
Qantas 1 bag plus personal items 115cm/45″ 7kg/15.6lbs
Singapore
Airlines
1 bag 115cm/45″ 7kg/15.6lbs
South African
Airways
1 bag 115cm/45″ 7kg/15.6lbs
Swiss Air 1 bag plus personal items 115cm/45″ 10kg/22lbs
Thai Airways 1 bag 115cm/45″ 7kg/15.6lbs

LUGGAGE SPECIFICATIONS/ WEIGHT

All airlines have different restrictions on weight of hand carry luggage.

Sample for Malaysian Airlines :

  • First Class 40kg
  • Golden Club Class 30kg
  • Economy Class 20kg

Excess Baggage Fee

Appropriate journey rate per kilogram

  • Travel within Peninsula Malaysia (West Malaysia) RM10 per kg
  • Travel within East Malaysia RM10 per kg
  • Travel between West Malaysia and East Malaysia RM15 per kg

Boarding Terminal

It is  imperative that the correct terminal is determined before sending passengers for transfer out or receiving them for a transfer- in.

Example :

  • LANGKAWI International Airport
  • KLIA – Kuala Lumpur International Airport
  • KLIA2 – Low Cost Carrier Terminal
  • Subang Airport or Sultan Abdul Aziz Shah Airport

The boarding terminals would be determined by the airlines that the passengers are boarding. Once the appropriate terminal is determined, it is also important to determine whether these passengers are arriving or departing from a domestic or international terminal.

DEPARTURE PROCEDURE

At the time of check-in the Agent’s primary duty is to check for valid documents. This include tickets, invitation letters, passports, visas, etc. (depending on the type of visit, the arrival and destination of the trip)

At the time of check-in, the passenger hands over baggage which is checked by the airport security and sealed. Anything that is above the weight limit or which is not allowed to be carried is usually handed over to the agent at the time of check-in.

Usually at the time of check-in, an option of selecting the seats is offered. The Agent may ask if a window or aisle seat is wanted.

Online check-in is the process in which passengers confirm their presence on a flight via the internet and typically print their own boarding passes. Depending on the carrier and the specific flight, passengers may also enter details such as meal options and baggage quantities and select ion.Typically, web based check-in for airline travel is offered on the airline’s website not earlier than 24 hours before a flight’s scheduled departure or 7 days for Internet Check-In Assistant.  . In order to meet this demand, some sites have offered travelers the ability to request an airline check-in prior to the 24 hour window and receive airline boarding passes by email when available from the airline.

MAS/ AIR ASIA introduces a self-check-in process which allows passengers with bags to arrive and check-in at the self-service kiosks up to 10 min prior to departure time. Passengers then attach the baggage tag and drop the bag themselves at the baggage drop belt. However, passengers without checked luggage can go straight to the lounge (if entitled to lounge access) and check in at the kiosk  or proceed straight to the departure gate.

If the passenger carries a first or business class ticket or presents a certain frequent flyer program membership card (usually the higher-level tiers), or any other arrangements with the carrier, access to the premium check-in area and/or the lounge may be offered.

Reference :

http : www.mapslangkawi.com

Mesra Malaysia A Certified Customer Service Excellence    

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