M.K. Permejo

DIY’ing is great and all, but there are times when you just want to sit back and let somebody else take the wheel (aside from Jesus!). It’s the very essence of having a tour organizer—to make things more convenient.

Rumor has it that 2024 is everyone’s running era. Whether you’re joining this global fitness trend to expand your network or to travel more without the exhaustion catching up to you, there’s no time (or money) to waste on a disappointing travel experience with “organizers” who have no business being in the organizing business.

So, here are a few guidelines on what to look for (and avoid) in your next travel & tour organizer to ensure you get the most out of every trip!

Communication is the key.

One of the worst things that a business can be subjected to is miscommunication. It breeds distrust and dissatisfaction once it begins. So, no matter how cliché it may sound, communication is always the key.

What to look for: An organizer who values trust between their clients and their business will provide accurate and timely updates through appropriate channels.

For example, if there are changes to key locations or important timing agreements, they will highlight these changes to ensure no one misses them.

What to avoid: An organizer who doesn’t care whether you receive the message or not, as long as they ‘did their part’.

For example, if they decide to move the pickup time one hour later, they might just copy and paste the same lengthy announcement and edit the time details. So if you miss them, it’ll technically be your fault.

Understanding locations with heart.

There are ‘organizers’ who target popular tourist spots because it’s the best way to attract participants, but they often only possess surface-level knowledge of the place. You’ll also encounter those who list numerous spots and attractions without confirming if they still exist, dismissing the fundamental concept that being an organizer involves mastering both the tour and the location.

What to look for: An organizer who offers insightful tours that are feasible to be accomplished within the planned time period.

What to avoid: An organizer who provides vague, incomplete, or worse, inaccurate information about the destinations.

For example, the organizer listed 3 tourist spots, but upon arrival, it turns out two of them have been closed for a while, leaving you with no choice but to visit only one. At a glance, they are absolved from blame because it’s not within their control to make these spots magically available for you. However, if they thoroughly understand the location and stay updated with the current status of the places included in their itinerary, then these wouldn’t have been listed in the first place. If they still appear, it suggests they are either too lazy to check and update their original advertisement or they are deliberately misleading others to secure bookings.

Considering client and trip dynamics.

Like in most situations, you have to get a ‘feel’ of things to know how to act accordingly.

Are you going to use profane language if you’re taking a group of nuns to a retreat? Of course not. You’ll probably be in your best behavior.

If majority of your participants live in the same city, will you take the farther route from them just to avoid ‘traffic’? (You’d be surprised to know that most organizers do, especially if it’s already the latter part of the trip).

What to look for: An organizer who takes specific needs into consideration and chooses the most adept direction to take based on the situation.

What to avoid: An organizer who overlooks or dismisses the unique requirements of different client demographics.

Perfection is impossible, accountability is what matters.

Nothing is perfect; mistakes happen. Even the most meticulously planned trip can encounter mishaps, and that’s understandable. What’s unacceptable is when mishaps occur and no one owns up to it.

If organizers refuse to account for occurrences outside their made-up itinerary, you could be at risk when things deviate from the expected course. Say you suddenly fall sick or sustain an injury during the trip, instead of assuming responsibility or being prepared for such situations, they might attempt to save face and give excuses on why whatever you’re going through isn’t their problem.

What to look for: An organizer with a strong sense of transparency and accountability, who will not hesitate to take charge in challenging situations.

For example, when faced with a critical decision, a good organizer will step up, make informed choices, and take accountability for what happens after. If someone in the group falls ill, perhaps the designated driver can take them to the hospital while the rest of the group stays with the coordinator to attend to the other participants and continue the tour.

What to avoid: An organizer who evades responsibility as long as they feel justified in their actions.

For example, imagine the organizer you hired adds a transportation service team to your trip’s official messaging channel. If this team begins harassing participants, the organizer cannot disassociate themselves from the situation and claim, “that wasn’t even me!” As the intermediary, they are ultimately responsible, regardless of who directly caused the issue. Participants hired the organizer, not the transportation team, so accountability rests with the organizer. Furthermore, organizers must also know how to de-escalate situations to maintain peace and harmony throughout the trip.

Turning negative reviews into opportunities.

A good business not only knows how to de-escalate high tensions but can also turn bad experiences into opportunities for growth and a chance to make things right. It’s a blessing to understand the mood of your clientele so you can decide how to navigate through it. If something is a big deal to your clients, you must treat it with equal importance. This way, not only will you alleviate your current situation, but you can also improve your approach for future interactions.

What to look for: An organizer who is open to feedback.

For example, participants are upset about extra, undeclared fees at the end of the trip. The organizer apologizes for the oversight and promises not only to do better next time but also offers discounts on their next service, thereby increasing their likelihood to return.

What to avoid: An organizer who is very defensive, providing reasons why bad things happened that aren’t their fault, showing no sense of accountability, and resorting to ad hominem attacks.

For example, a participant comments on the poor ventilation and lack of legroom during the trip. The organizer then insists that the issue is not due to their vehicle’s unkempt maintenance, but instead implies that the participant’s discomfort is solely because of their size. This is not just an ad hominem attack but also a display of selective reasoning—they answered the lack of legroom issue (distastefully, at that) but completely ignored the poor ventilation.

Openness to spontaneity.

Organizers often forget what people hire them for: a convenient and care-free, fun experience! If they fail to provide this, they might as well go out of business.

What to look for: Flexibility in itineraries, adaptability to weather conditions, responsive communication, encouragement of exploration, and embracing local culture.

What to avoid: Passing anxiety to participants even when nothing bad is happening, virtue signaling, disregard for participant input, lack of transparency, ignoring cultural sensitivities, and poor crisis management.

By prioritizing openness to spontaneity, organizers can ensure they meet the desires of their clients for a memorable and enjoyable experience.

Lastly,

Beware of organizers who prioritize profit over client satisfaction.

If it seems that financial gain takes precedence over meeting client expectations and providing a quality experience, it may indicate a lack of integrity or commitment to customer service. You don’t want to give business to businesses like that!

What to look for: An organizer whose heart is at the core of the services they offer.

For example, if you’re going on a hike, get an organizer who’s also a hiker with a genuine love for nature and the outdoors. Their business is usually rooted in sustaining this passion. They themselves know what it’s like to be a customer. Therefore, they will give you an experience that’s likewise satisfactory to them.

What to avoid: An organizer who hires people (coordinators and drivers) but does not treat them as equals. Instead, they may even treat them as scapegoats for any perceived issues.

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Do you have any more to add to this list? Comment your favorite travel and tour organizers (or maybe those that we should avoid at all costs)!