In writing, before you ask
Travel companies love telling you nothing will go wrong. We find it more honest to show you the written playbook for when something does. This page is part of the product: it prints and travels with you.
Your guide escorts you to police for the loss report (required within hours), then to your embassy or consulate for an emergency travel document. We re-sequence the itinerary around the appointment and move bookings — most nationalities continue the trip with one adjusted day. Expect embassy paperwork, not tears.
Your guide takes you to the international clinic or the most suitable local hospital (we pre-map both for every overnight stop). We contact your insurer with documentation in English the same day, adjust the itinerary as medically sensible, and your 24/7 line briefs the family if you want. Minor things — pharmacy runs count as our job, not yours.
We monitor your trains and flights the day before each move. If one breaks, we rebook you on the next workable service, re-time the day, and tell you the new plan before you’ve finished your coffee. Costs of reasonable alternatives sit with us when the disruption is ours, and are passed through transparently when it’s weather or the airline’s.
Every itinerary day carries a written Plan B of equal quality (rain versions, closure versions). If the Sichuan opera is sold out, you get the tea-house performance with the master we rate — and you hear it as a plan, not an apology.
Your wallet setup was tested on day 1 with a live transaction. If a card gets blocked mid-trip, we help you call the bank (we know the script), switch you to your second wallet, and cash-settle small vendors through your guide if needed. A till you can’t pay at should never happen — and if it somehow does, your guide settles it on the spot and we trace it the same day.
For genuine force majeure we activate full re-planning or early-return logistics in coordination with your insurer and, where relevant, your embassy. Unused services are refunded at received cost, in writing, within 14 days. Big disruptions make honest companies visible — we intend to be visible.
What we commit to, in writing
Still have a “what if”?
Every question we get makes this page better. Yours is welcome.