各种特殊紧急情况的处理办法
各种特殊紧急情况的处理办法
If a tourist loses his/her identity certificate or passport，how should a guide handle it ？
（1） The guide should assist the tourist in remembering whether he/she has left the documentation with someone else or put it somewhere else．
（2） If the loss is confirmed，the guide should help search for it．
（3） If the lost documentation is not found，the guide should report it to the travel agency and help the tourist to apply for new documentation，including the completion of a“loss testimonial”issued from the travel agency．
What is the procedure for a foreign tourist to apply for a new passport and visa if he/she has lost them during his/her visit in China？
（1） The owner should report his/her loss to the local Public Security Bureau with the written testimonial made by the travel agency along with his/her photo．
（2） With the testimonial issued by the Public Security Bureau，the tourist should apply for the new passport in his/her own country’s Embassy or Consulate General in China．
（3） With the newly issued passport，the tourist should apply for a new visa in the office of the entry and exit visas for foreigners under the Public Security Bureau．
What should a citizen of Hong Kong，Macao or a compatriot of Taiwan do if he/she loses his/her travel certificate during travel？
（1）If a tourist from Hong Kong or Macao loses his/her laissez-passer， he/she should report his/her loss to the local Public Security Bureau with the testimonial made by the travel agency．After the loss is confirmed，he/she may be given the Exit Pass of the People’s Republic of China issued by the office in charge of entry and exit under the Public Security Bureau．The pass is valid for one-time use only．
（2）If a Taiwan compatriot loses his/her travel certificate，he/she should report his/her loss to the local residence office，China Travel Service or the Emigration Office for Overseas Chinese．After the loss is confirmed，he/she will be issued an entry and exit pass valid for onetime use．
What should a guide do when a tourist finds his/her luggage missing upon arrival at the local airport？
（1）Although he/she is not responsible for the loss，the local guide should help the tourist to look for the luggage and register the loss．
（2）The guide should take the tourist to the lost-and-found office to register the lost property．With his/her ticket and luggage tag in hand，the tourist should specify the number of pieces and the exterior characteristics of the luggage，and leave a phone number for further contact．
（3）The guide should also write down the address and phone number of the airline office and of the lost-and-found office at the airport，as well as the name of the person in charge．In this way，the guide can keep contact with the people concerned，for information during the travel．To the limit specified by the regulations of the airline company，the passengers who lost the luggage may buy some daily necessities and submit receipts for reimbursement．
（4）If the luggage is still not found before the tourist leaves the present stop，the guide should inform the airline company of the address and phone number of the next stop，and help the tourist to lodge a claim against the airline company．
When is a tourist’s luggage most likely to get lost at the present stop？What measures should a tour guide take to avoid its occurrence？
Luggage is most likely to get lost during delivery from the airport to the hotel.Thus providing transport and the porter should be held responsible for the loss．The following measures are to be taken to minimize and prevent the loss of luggage．
（1）To minimize the loss of luggage，the guide should sort out and count the luggage upon the groups’ arrival at the airport or train station before turning it over to the porter．
（2）Then，if the tourists cannot find their luggage after checking in at the hotel，the loss may have occurred on the way，or the porter has sent the luggage to the wrong rooms．The local guide，along with the national guide，the tour leader or the porter of the hotel should help the tourist look for the luggage．
（3）The guide should offer an apology to the tourist for the loss and help him/her solve the inconveniences brought about by the loss of luggage．
（4）If the luggage is found，the guide should return it to the owner．If the luggage is not found，the leader of the travel agency should offer an explanation and make an apology to the tourist and help him/her lodge a claim regarding the lost luggage．
（5）The tour guide should submit a written report to the travel agency．
What measures should a tour guide take to prevent tourists from getting lost?
（1）Every morning，the tour guide should tell the tourists about the travel itinerary details for the day，including the places for visits and meals，so that the tourist can catch up with the group if he/she lags behind．
（2）On arrival at the scenic spot，the guide should ask the tourists to remember the number and the exterior characteristics of the coach，the parking place and the time for departure．The guide should point out the travel route on the tourist map at the site location．
（3）During the travel，the guide should count the tourists from time to time．Generally，the local guide is responsible for providing a commentary on the scenery；the tour leader or the national guide should“bring up the rear”and remind the tourists to keep up with the others．
（4）During the free time for sightseeing and shopping，the local guide should remind the tourists not to go too far，not to return too late and not to go to places with poor security．When a tourist goes out alone，the guide should ask him/her to take with him/her the business card or brochure with the phone number and address of the hotel．Since mobile phones are so popular nowadays，the guide may note the number of the tourist’s mobile，with his/her approval，in case of emergency．
If a tourist is found missing during the sightseeing，what should a guide do?
（1）The guide should first determine when and where the tourist was last seen and then arrange for people to look for him/her．
（2）If there are more than two guides，one guide should take care of the group of tourists while the other guide looks for the missing tourist along the route．Failing to find the missing tourist，the guide should report the missing tourist to the local police station located at the scenic spot and request their help．The guide should also call the reception desk at the hotel to check whether the tourist has returned．
（3）If the tourist is not found，the guide should ask the travel agency to send personnel to handle the matter while he/she continues to guide the tour group on its itinerary as planned．
（4）After the tourist is found，the guide should apologize if he/she is to blame．If the tourist is to blame，the guide，instead of criticizing him/her severely？should remind him/her gently not to get separated from the group again．
（5）In the case where the tourist disappears and nothing is heard from him/her，the guide should hand in a written report for the record．
If the tourist goes missing during the free time，what should a guide do?
（1）The guide should immediately report to the travel agency and seek help from the local police station if necessary．
（2）When the tourist returns，the guide should be solicitous and gently remind him/her not to get lost again，but should not criticize him/her．
If a tourist suddenly gets a fever，should a guide give the tourist some medicine to allay the fever?
Not being a doctor，a guide has no authority to prescribe or offer medicine to tourists．The guide should send the patient to the nearest clinic or hospital．
If a tourist has a heart attack or suffers from an angina pectoris and is in a critical situation，and another tourist tells the guide he/she has brought with him/her medicine to alleviate the symptoms；furthermore，the tour guide himself/herself takes medicine for the same condition，what should the guide do under such circumstances
（1）The tour guide should not offer the patient his/her own medicine for he/she has no authority to prescribe anything for a patient．The tour guide should not take any medicine from other tourists to offer the patient if neither the tour guide nor the tourists are doctors．
（2）The tour guide should have the patient lie down with his/her head slightly elevated．If the patient has his/her own medicine with him/her，the tour guide should help him/her take it．
（3）The tour guide should call for an ambulance to take the patient to a nearby hospital for first aid．
If a tourist suddenly becomes seriously ill，what should a tour guide do?
（1）When a tourist becomes seriously ill，a guide should not offer him/her medicine．Instead he/she should ask whether the tourist has brought medicine with him/her for his/her illness or disease．Many people who suffer from cardiovascular diseases usually carry with them first aid medicine．If the patient does have the medicine，the guide may assist him/her in taking it．
（2）If the patient’s life is in danger，the guide should call the nearest first aid station to come and pick up the patient，or hire a vehicle to take him/her to the nearest hospital．If necessary，a guide may suspend the travel for the time being，to take the patient to the nearest hospital on the coach．
（3）While rescuing the patient or sending the patient to hospital，it would be better if the tour leader or national guide or the patient’s relative was present with the tourist at all times．Any operation must be approved in a written form by the tourist’s relatives or the tour leader or the officials of the tourist’s Embassy or Consulate General in China．The local guide should keep the relevant files and records for further investigation．
（4）During the process of the rescue，the guide should report to the travel agency as soon as possible for instruction．If necessary，the guide may ask the agency to send personnel to handle the matter so the local guide may resume his/her duties with the group and continue the travel．
（5）If the patient must remain in the hospital，the travel agency and the guide should visit him/her from time to time and help him/her in his/her current crisis．If the patient’s visa needs an extension，the guide should help him/her get an extension．
（6）The patient is responsible for the medical expenses and related hospital charges．The travel agency should refund the money for the remaining items of the travel that the patient has not experienced，according to the contract．
What help can a guide offer to tourists who suffer from carsickness?
（1）A guide should remind those who are likely to get carsick not to eat too much before boarding a coach．
（2）A guide should advise the tourist to take the medicine prescribed for carsickness with him/her．
（3）If possible，the guide may arrange for the tourist to sit in a seat providing a smoother ride．
What are the symptoms of sunstroke？What is a guide expected to do if a tourist exhibits symptoms of sunstroke?
（1）The symptoms of sumstroke include excessive sweating，thirst， dizziness，ringing in the ears and nausea．The patient may also vomit and develop a fever．In the case of a serious sunstroke，the patient may be delirious or in a coma．
（2）If the tourist feels sick，a guide should help him/her to rest in a cool and breezy place，unbutton his/her collar and unfasten his/her belt．If possible，the guide should give the patient salty water to drink．For the patient who develops a fever，the guide may bathe his/her body with cool water and help him/her to drink some fluids．When the patient feels better，the guide should encourage him/her to rest．
（3）In the case of serious sunstroke，the guide should send the tourist to the hospital after emergency treatment has been provided．
What is typical of alimentary toxicosis？How can it be avoided？How can a guide handle its occurrence?
（1）The disease is acute with a short onset．If not treated in time，the patient may die．
（2）To avoid its occurrence，the guide should take tourists only to designated restaurants for meals，and always remind them not to eat food sold by street vendors．
（3）If a tourist is poisoned，the guide should ask him/her to drink a lot of water to flush out the poison and send the patient to hospital immediately．
What kind of preliminary treatment can a guide provide for a tourist who is hemorrhaging from a wound？What should he/she do if the tourist has suffered a fractured limb?
（1）A guide should first attempt to stop the bleeding by：
（a）Pressure：use fingers，palm or fist to press the blood vessel above the wound．
（b）Bandage：place a non-stick pad dressing on the wound and bind it tightly with a bandage．
（c）Tourniquet：wrap a tourniquet tightly above the wound．
（2）The guide should bind up the wound for the tourist．Before binding， the guide should first rinse the wound and then wrap it up gently，tying the knot away from the wound．
（3）The guide should put a fractured limb in a splint made of any available material to immobilize the joint and avoid moving the fractured limb．
How should a guide treat a tourist who has been stung by a bee or a scorpion?
A guide should try to pull out the stinger and suck out the poison with his/her mouth or a straw and then rinse the wound with soapy water，5％ soda water， or 3％ ammonia water，if available．The guide may ask the patient to take an antidote．
How should a guide treat a tourist who has been bitten by a poisonous snake?
（1）If the bite is on the limb，the guide should wrap the limb 5 or 10 centimeters above the bite，but not stop the blood circulation．
（2）The guide should rinse the bite with water．
（3）The guide may also make a vertical incision of 0．5 centimeter in length at the bite site and suck out the poison．
What should a guide do if a tourist dies of illness during the trip?
（1）The guide should ask the national guide or the tour leader to inform the next of kin of the deceased．In the case of a foreign tourist，the guide should report to the Foreign Affair Office，the officials of which will inform the deceased’s own Embassy or Consulate General in China．
（2）The guide should handle the remains of the deceased according to the wishes of his/her next of kin or as instructed by the Embassy or Consulate；a written statement is preferred．
（3）The guide should handle the relevant certificate such as：death certificate，first-aid report，cremation certificate and the certificate for the transport of the deceased’s ashes out of country．
（4）The guide should help the relatives sort out the articles left by the deceased．If no relatives of the deceased are present，the local guide，together with the national guide and tour leader，should sort，identify and list all personal effects．The guide should hand the sealed package to the deceased’s relatives or ask the tour leader or national guide to deliver it to the next of kin． All the guides present should put their signatures on the list of the articles and every party keeps a copy of the list．
（5）The guide is supposed to help handle the compensation issue．
What is a breach of security？What should the guide do?
（1）A breach of security means that tourists have suffered theft， robbery，fraud，indecency or murder and their life or property has been endangered on the trip．
（2）The guide should do his/her best to protect the safety and property of tourists and take them only to safe places．If the tourists are injured，the guide should rescue them．
（3）The guide should immediately report the incident to the police for investigation．
（4）The guide should report any breach of security to the travel agency． When casualties and loss of property occur，the guide should ask the travel agency to give him/her instructions or request that the personnel of the travel agency handle the incident．
（5）The guide should comfort and console the tourists，and if possible， continue with the scheduled travel．
（6）The guide is expected to submit a written report to the travel agency and help handle the issue concerned．
