COACH SERVICE GUIDELINE (DRIVER HANDBOOK) | ABSTRACT Important Notes for Driver EMEA CUSTOMER SERVICE Updated March 2024 |
- Facilities Of The Coaches 2
- Behaviors Of Clients/Tour Leaders 3
- Meal And Accommodation Arrangement For Drivers 5
- Coach Parking And Coach Permits 6
- Accidents /Damage Of The Coach 7
- Driver Details 7
APPENDIX I: Do´s and Don’ts for drivers 8
APPENDIX II: Markets Overview and Expectations 9
Coach Service Guidelines (Driver Handbook)
Dear Drivers,
Our company, KUONI TUMLARE and JTB (hereinafter referred to as KT/JTB), has compiled the following list of important notes for you. Please take some time to read through them before the start of your tour with our group. We hope this information will be helpful if similar issues arise during the tour with our group will provide you with relevant information for reference and timely resolution.
TOILET
Toilets are not standard facilities on coaches. Coaches equipped with toilets will be allocated randomly unless those groups have pre-booked toilets in advance.
- Clients may use the toilet with permission from the driver in an emergency, and only when the coach has stopped. Clients are not allowed to use the toilet while coach on moving due to safety reasons.
VIDEO ONBOARD
- DVD players are not standard equipment on coach; thus, some coaches are not equipped with DVD players. Coaches equipped with DVD player will be allocated randomly unless for those group has reserved DVD player in advance.
- DVD players are not standard equipment on coach; thus, some coaches are not equipped with DVD players. Coaches equipped with DVD player will be allocated randomly unless for those group has reserved DVD player in advance.
WIFI ONBOARD
- WiFi is not a standard facility on coaches. This service is only available for groups that have pre- booked coaches equipped with WIFI.
- Data
Data Usage (Per Day, Per Coach) | Number of users allowed at the same time | Average Speed |
| 1GB = 1000MB | 10 people (Up to 15 people - Lower speed) | 4MB |
- Report WIFI Issues
- Tour leaders should immediately inform the driver about Wi-Fi malfunctions so driver can report to their company for effective resolution.
- Please explain tour leader before tour starts that wi-fi on the coach is for limited use. Clients cannot expect to be able to watch movies or download music using the wi-fi on coach.
MINERAL WATER
- Mineral water is not a standard service on coaches. This service is only available for groups that have pre-agreement.
- Payment for water is either by clients on the spot or by invoice to coach company – this will be pre-agreed between KT/JTB and coach company in advance.
FOOD & BEVERAGE ON BOARD
- Eating or drinking is not allowed on the coach, if clients or t/l complain please contact your company for them to call our customer service team.
- Eating or drinking is not allowed on the coach, if clients or t/l complain please contact your company for them to call our customer service team.
SEATBELT
- Current laws in European countries stipulate that passengers must fasten their seatbelts throughout the entire journey while the vehicle is in motion. Passengers are not allowed to stand in the aisle while the vehicle is moving, to avoid potential dangers that may arise from emergency braking, bumpy roads, or other driving/road conditions. Please make sure the Tour leaders should remind passengers to always wear their seat belts for safety reasons.
- European countries have implemented rigorous regulation and penalty for passengers’ safety, in the event client violate the law and be issued a ticket, they must settle the fine on the spot, KT/JTB and the coach supplier (driver) cannot pay on behalf of the clients.
VALUABLE ITEMS, LUGGAGE & CLEANINGNESS
- Clients are requested and reminded not to leave their valuable items unattended on the coach even if they are getting off only for short time such as toilet stop or photo spot.
- Clients are requested and reminded not to leave their valuable items unattended on the coach even if they are getting off only for short time such as toilet stop or photo spot.
- Tour leaders are checking and making sure all the clients take all their luggage and belongings with them at the end of the coach service. KT/JTB, coach supplier and driver are not responsible for safekeeping, locating lost items, or any compensation related to the missing items.
- It’s drivers’ responsibility and duty to assist with the on and off loading of the luggage. However, driver is different from porterage, driver is to open the door of the compartment and give the luggage to clients or load the luggage in the coach.
- In case of luggage damage, driver shall report to tour leaders on the spot at first time & his company immediately. If it is caused by the driver, driver shall report to coach company accordingly.
- It is driver ‘s responsibility to check that luggage is positioned properly.
- Drivers must double check prior to departure that luggage compartment is closed and locked. Any damage/repair cost to client ‘s luggage falling out of the compartment will be passed to the coach company.
- It is driver’s responsibility to clean the coach and keep it in a good condition during the tour.
- Before tour starts and at the beginning of each day, driver shall make sure all equipment on the coach, e.g., AC, lights, breaks, seatbelts, DVD, wi-fi, microphones, etc. are working properly.
- Driver shall ensure safety declaration is displayed when necessary and coach signs visible to the clients (except when clearly specified at booking stage that no sign must be displayed)
DISPUTES WITH TOUR LEADERS
- About the itinerary
- About the itinerary
- If driver noticed that the itinerary tour leaders asked driver to follow is different from the one driver is given, driver shall double check /remind tour leaders the difference. If tour leader insists, driver shall advise that he/she is not allowed to follow a different itinerary and tour leaders shall contact KT/JTB and coach company will authorize driver to follow the new itinerary or not.
- Driver shall study itinerary in advance before the tour starts. Also, driver shall pre-study if there are places, he/she is not familiar about the location.
- On the itinerary, driver shall make sure the points below: Information of meeting point (Flight/Train number +Terminal info)
- Tour leader’s name and mobile phone number.
Is driver’s mobile number correct on the itinerary?
- Does driver has all accommodation information (including pre/post accommodation)? Moreover, if driver stays at different accommodation than group, does driver have accommodation name/address/voucher? As well as making sure coach parking space arrangement at or nearby hotel in advance, if not must contact his company directly.
- Driver shall check with tour leader the itinerary on each day in advance to avoid any discrepancies. Both driver and tour leader need to have the same overview of itinerary.
- After driver finishes the tour, driver shall make sure if any clients’ belongings are left on coach.
- If driver finds the item within 30 minutes and if he/she is still around and can come back to the place within 30minutess, driver shall call tour leaders to ask whether need to bring or coach company to report.
- If driver finds the item but not possible to come back, driver shall keep the item in safe place and report to coach company.
- About Tips
- Tips are not compulsory.
- Tour leader shall give driver tips according to his/her travel agency’s tip regulations. In case tour leader pays driver less than expected, driver shall call coach company to clarify with KT/JTB.
- About improper behaviors of the tour leaders/clients
Driver shall talk with tour leaders on the spot to explain the situation to avoid misunderstanding or further problem. In case no improvement, driver shall report this to coach company directly. If it is criminal related, driver shall report to the local police.
- Language barrier
If driver feels he/she cannot communicate with tour leaders or not sure about important issues: like route change or itinerary adjustment, or important meeting points etc., he/she shall contact coach company to check with KT/JTB with tour leaders to get correct info.
- Generally, the driver’s meal and accommodation arrangement shall be informed by coach company before the tour started (including the pre-and/ or post-accommodation).
- For meals, unless specifically mentioned, tour leaders are not responsible for driver’s meals. Drivers are taking care of own meals within the meal allowance given by coach company.
- For accommodation, generally drivers stay together with the group. Driver´s name will not appear on the rooming list sent to accommodation but appears at the end of the rooming list as “driver”.
- Sometimes drivers may stay in another accommodation, which shall be close to group´s accommodation. All necessary accommodation vouchers shall be passed to driver as well. Driver must contact coach company directly if details do not provide in advance.
- If drivers have any question regarding dining and staying, driver shall contact coach company for further information.
- Driver must also check overnight coach parking space prior to arrival at or nearby hotel to make all necessary arrangement/booking or contact coach company directly.
If the driver’s rooms booked by KT/JTB,
- Driver room always include breakfast.
- Driver room to be a regular room as provided to any other client (no “maid’ room or similar)
- In case driver finds that his/her room is not booked at accommodation mentioned on itinerary, driver shall report to coach company.
- Accommodation City tax: for all accommodation, driver needs to take care and pay for his/her own city tax.
- All parking fees and city permits should be paid by driver and can be added to the invoice according to contract.
Italy can be an exception: for JTB and KT Japanese services, permits should be already invoiced. For all other markets, could be both invoice or paid on the spot (either by TL/DRV). As a rule of thumb, please always refer to the Itinerary for the specifics or contact your company directly.
- Overnight parking: always should be paid by driver and can be added to invoice according to contract (refundable list)
- Coach permit for the cities or drop-off or pick-up terminals in some special cities (for example in Hallstatt (Austria), Salzburg (Austria), Cesky Krumlov (Czech) permit shall be reserved/ purchased
by coach company in advance and tour leader shall be informed. However, if tour leaders ask drivers on the road, driver shall tell them. If the tour leader is not happy with the reservation timing or location, driver shall tell tour leader that it was reserved subjected to the availability. If tour leaders still insist to change, driver shall ask tour leader to call KT/JTB to alternatives but with extra costs.
- Driver shall note that driver/coach company are in charge of obtaining all necessary coach permit across Europe.
FLIGHT/ TRAIN ACTUAL ARRIVAL
- Drivers shall check the up-to-date arrival timing on the spot (at airport or train station) as per the flight/train info on the itinerary. If cannot find tour leaders/group, driver shall inform his company as soon as possible. If flight or train completely cancelled, driver shall call his company immediately to get further instruction.
- Drivers shall check the up-to-date arrival timing on the spot (at airport or train station) as per the flight/train info on the itinerary. If cannot find tour leaders/group, driver shall inform his company as soon as possible. If flight or train completely cancelled, driver shall call his company immediately to get further instruction.
- Driver shall double check the coach parking policy and parking point of arrival airport before departure. If unsure, he/she shall check with his company to make sure smooth pick up.
- In case group has airport/station assistant, driver shall contact him/her directly to coordinate meeting time. Assistant shall also call driver due to the same reason.
ACCIDENT
- If an accident happens on the road, driver must report the incident immediately to the tour leader and coach company at first time. If necessary, driver shall also report the case to the local police.
- If an accident happens on the road, driver must report the incident immediately to the tour leader and coach company at first time. If necessary, driver shall also report the case to the local police.
- Drivers´ names and mobile phone numbers will be given to the agent/tour leader before the tour departs.
- Tour Leader has been reminded not to contact driver before departure or the journey begins as well as unsociable hour like late evening. However, some tour leaders would like to make sure they meet driver without problem, they may contact drivers previously.
Driver shall follow below guidelines:
Do´s
- Be friendly, polite, and professional.
- Always prepare well before the tours (study itinerary and get familiarize with the areas and the background/requirements of the group).
- First time meeting the group, make sure you pick up the correct group by double checking carefully the full tour reference number, instead of only “KUONI TUMLARE/JTB group?” also double check tour leader´s name.
- Be punctual to meet the group. Also be aware constantly about the flight/ road situation and start earlier if there is possible traffic problem. MUST call tour leader or your company if you will be late to meet the group even only 5 mins and advise the possible actual arrival time.
- When some accidents on the road happens, you shall provide the essential details when reporting to coach company or tour leader, like exact where and when what happened.
- Always double check coach and luggage compartment are properly locked.
Don´t s
🗶 Avoid arguing with tour leaders. In case of disagreement, driver shall contact coach company directly.
🗶 Do not use over-expressive body language, especially when driving.
🗶 Never point finger towards any clients.
🗶 Never take relatives, families, or pets alone to the tour.
🗶 We have a policy of zero tolerance concerning alcohol and illegal drug consumption or use whilst a driver is on duty.
🗶 Avoid physical contact with any client: Not even hand on the waist in case the driver is asked to take a picture together with a client.
🗶 Do not ask a client for drink or anything to do with, after service finished.
🗶 When needs to make calls while driving only hands-free sets are authorized.
🗶 Shall refrain from making unnecessary/non-emergency calls.
Japan:
- Many elderly clients and students and often government delegation.
- Interested also in:
- Yutori/Yuttari/Deluxe coaches (85cm seat pitch)
- Deluxe coaches (2+1 vehicles – 90cm seat pitch)
Far East:
- Main Nationality: China, Indonesia, Thailand, Vietnam, Philippines.
- Mainly VIP clients, often government representatives.
- Interested also in Mini /Midi Coaches and VIP vehicles (leather seats, Wi-fi)
Expectations to the drivers and coaches from different markets:
- American Market
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- Japanese Market
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- Far East Market (Thailand, Malaysian, Singaporean, Indonesian, Korean, and Vietnamese)
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- Chinese Market
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- Indian Market and Rest of the World
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image: Flaticon.com
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