Discounted 24/7 incident response
For ABTOT members
A lifeline when you need it
A subscription to Pharos Response’s 24/7 incident support provides peace of mind at all times that specialist help will always be available. At critical times, it can also provide a lifeline of support in the event of a critical incident or complex issue, which could impact on life or the good reputation of the travel operator.
All ABTOT Members can now benefit from discounted access to this highly experienced team of critical incident experts 24/7, from just £990+VAT per year.
The Pharos team is particularly well known in the higher risk travel sector, supporting adventure, expedition, school, youth and older person travel. The team has supported many travel operators through their darkest days, including coach crashes, customer and staff deaths and life-changing injuries, serious staff safeguarding breaches and arrests, missing people and complex issues caused by mass travel disruption. All of these incidents and others present a risk to your good reputation if you don’t respond quickly and effectively. Pharos can provide the expertise and resource to help you achieve this.
Please do remember that the Pharos team will only provide incident support to customers who already have a live subscription to the Pharos Response 24/7 service.
Always there for you
How you can access Pharos in an emergency
We provide three ‘access levels’ for you to choose from according to who you want to be able to notify us about an incident. See details below but Silver is for office-based staff only, Gold extends access to on-tour staff and Platinum extends access for your on-tour customers.
How we then support you in the event of a critical incident is the same for all service levels.
Silver level access to our 24/7 support service enables your office-based staff (on-call staff or your critical incident team members) to call the Pharos 24/7 emergency line for support and advice in response to an incident your team is already aware of. Once Pharos is activated, you will have access to the same support services as provided under ‘Gold’ – see details below.
Gold level access to our 24/7 support service enables any staff or agents who are at or close to the scene incident to contact Pharos directly (in addition to your office based on-call staff or your critical incident team members). Incident advisers will then provide immediate containment advice to your staff calling from ‘the field’, collate critical information and report details of the incident to your organisation’s emergency contacts.
Platinum level access is a highly bespoke service using our advanced telephony servers and third party call centre to manage all your ‘emergency calls’ from customers and staff. This integrated service allows calls to be programmes to suit your needs. Typically all calls go to your team during office hours but out of hours, we can receive and triage all ‘emergency’ calls according to the real level of urgency and importance, either signposting callers to call or email during office hours, taking more urgent messaging and notifying your on-call team or in critical situations, forwarding calls direct to our Incident Advisers. Please contact us for more information, pricing is on specification.
What support we can provide in an emergency
Once notified and our Incident Advisers have provided the initial containment advice and captured full details of the situation, they will then introduce you to our incident escalation managers to provide ongoing specialist support as required. This could range from simply an experienced voice to talk the situation over through to hands-on, practical support to bolster your own team from experts in travel health & safety, communications and PR, social media, operations and logistics or trauma aftercare. You can lean on us as much or as little as you like or as the incident demands.
ABTOT discount
Your ABTOT discount entitles you to over 10% discount off the Pharos 24/7 response service (silver), meaning that businesses with less than a £6.5m turnover will be charged just £990+VAT per year. See table below for details.
Any ABTOT Members who already subscribe to Pharos (silver) will be able to claim the discount upon renewal where applicable.
Experienced incident support
Pharos incident advisers typically have a senior uniformed services background combined with experience of travel, often in an adventurous or sporting capacity, and many also have worked with young people. They will have seen most incidents before so they are well placed to provide immediate, practical advice and support.
The incident adviser who takes your call can then initiate specialist intervention services 24/7 as required to suit your situation and needs. These services can include crisis PR support, social media monitoring and advice, strategic incident management mentoring, safeguarding second opinions, trauma aftercare, travel health and safety advice and incident investigations. If you work with schools, we fully understand the unique challenges and operational models of educational trips.
Above the practical advise Pharos’ specialists can provide, we are told that our client CEOs and Directors really value the guiding hand, moral support and confidential ear that the Pharos team provides.
Silver: Provides peace of mind that specialist support is available 24/7 to your on-call staff at a minimal cost.
Gold: As Silver but extends direct access to your staff at the scene of the incident reducing pressure on your in-house, on-call staff.
Platinum: As Gold but also extends to access to your customers to call Pharos directly in the event of a critical incident.
24/7 access to Pharos Incident Managers
Inclusive telephone-based support time
Unlimited
Unlimited
Staff: Unlimited
Customers: Bespoke
24/7 access to specialist incident intervention services: incident management mentoring, crisis PR, social media, trauma aftercare, health & safety
Additional cost
Additional cost
Use of standard Pharos telephone number and telephone answering
-
-
Provision of your own dedicated telephone number and answering script
-
Calls to Pharos from your on-call staff only
-
-
Calls to Pharos directly from the incident scene in addition to on-call staff
-
Calls to Pharos directly from customers in the event of a critical incident
-
-
Number
5
15
Bespoke
Price for ‘small’ businesses (under £6.5m turnover and/or under 50 employees):
1-year subscription
Discounted to
£990/year
£2,245/year
Bespoke
Price for ‘medium’ and ‘large’ businesses (larger than £6.5m turnover and/or 50+ employees)
Please contact us to discuss
24/7 access to Pharos Incident Managers
Inclusive telephone-based support time
Unlimited
24/7 access to specialist incident intervention services: incident management mentoring, crisis PR, social media, trauma aftercare, health & safety
Additional cost
Use of standard Pharos telephone number and telephone answering
Provision of your own dedicated telephone number and answering script
Number
5
Price for ‘medium’ and ‘large’ businesses (larger than £6.5m turnover and/or 50+ employees)
Please contact us to discuss
24/7 access to Pharos Incident Managers
Inclusive telephone-based support time
Unlimited
24/7 access to specialist incident intervention services: incident management mentoring, crisis PR, social media, trauma aftercare, health & safety
Additional cost
Provision of your own dedicated telephone number and answering script
Calls to Pharos from your on-call staff only
Number
15
Price for ‘medium’ and ‘large’ businesses (larger than £6.5m turnover and/or 50+ employees)
Please contact us to discuss
24/7 access to Pharos Incident Managers
Inclusive telephone-based support time
Staff: Unlimited
Customers: Bespoke
24/7 access to specialist incident intervention services: incident management mentoring, crisis PR, social media, trauma aftercare, health & safety
Provision of your own dedicated telephone number and answering script
Calls to Pharos directly from the incident scene in addition to on-call staff
Calls to Pharos directly from customers in the event of a critical incident
Number
Bespoke
Price for ‘medium’ and ‘large’ businesses (larger than £6.5m turnover and/or 50+ employees)
Please contact us to discuss