Risk & reputation management
Collectively, there are very few countries in the world that the Pharos team hasn’t visited. Sadly, we can also claim to have supported a vast number of critical incidents in all corners of the world, from densely populated tourist traps and city centres to some of the most remote places on earth, including up a mountain, in a jungle or a desert. Overturned coaches, sexual assaults, drownings, balcony and mountain falls, serious cycle and road traffic incidents, missing people, violent attacks, robbings at gunpoint; the list goes on….
Of course the likelihood of incidents can increase in unfamiliar or challenging environments. Without question, serious incidents are much harder to manage remotely. Pharos’ unique experience means we can often help clients avoid the common pitfalls of travel risk and we can always provide an invaluable contribution to any team responding to a serious travel related incident.
Pharos supports a wide range of travel organisations with different degrees of travel safety risk, such as niche travel operators, expedition and ski companies, tour operators, school trip providers, international development organisations, NGOs and gap year companies. For independent gap year travel, see here.
PreventHow we help to prevent incidents before they happen:
- - Introduction to What We Offer
- - Consultancy
- - Safeguarding Training
- - Offsite Safety Management Training (OSSM)
- - COVID-Safe Compliance Check
- - Critical Incident Plans
- - Competent Health and Safety Advice
What We Offer
Pharos provides a range of services to help prevent the likelihood of critical incidents happening in the travel sector through bespoke risk management consultancy projects, health and safety audits and risk and crisis management training for your critical incident team.
The Pharos team has conducted a wide range of risk management projects for travel clients, including:
– Health, safety and crisis preparedness audits
– Drafting safety management systems, health, safety and risk management procedures and risk assessments
– Reviews of critical incident reporting systems
– Writing crisis plans and crisis communication plans
– Drafting template media statements
– Safety due diligence of travel suppliers and DMCs
– Travel accident or incident investigations
Projects are quoted to suit your needs based on day rates:
Senior advisor: £425/day
Bespoke in-house safeguarding training for DSLs and DSOs operating in the travel sector with children or vulnerable adults. The content will be adapted to your specific needs with case studies and scenarios brought to life by role-playing actors.
Offsite Safety Management Training (OSSM)
Two-day externally accredited residential training for staff who plan, manage or evaluate off-site safety policies and procedures or who write or approve risk assessments and activities in a travel setting in the UK or overseas. This course further develops the standard OSSM curriculum with additional practical exercises and activities specific to your operation.
COVID-Safe Compliance Check
Boost confidence in your COVID travel operating plans and help ensure compliance to Government guidelines relevant to travel organisers.
Desktop review, verbal report £395 +VAT
Desktop review, comprehensive written report £750 +VAT
As above with field visit to one (UK) site £1,350 +VAT
Critical Incident Plans
How up to date is your critical incident plan and is it based around the travel incident scenarios your organisation is most likely to face? Does it include media statement templates and include social media management, for example? Whether you want us to write your plan from scratch or review and provide feedback on your existing crisis plan, we can assist to suit your needs and budget.
Competent Health and Safety Advice
All employers are legally required to have access to competent health and safety advice. Pharos can provide this support to ensure compliance, sign-off your H&S policies and provide ad-hoc advice through our low-cost annual retainers.
PrepareHow we help to prepare for critical or complex incidents:
- - Introduction to What We Offer
- - Crisis Management Training Workshop
- - Full Crisis Simulation Exercise
- - Media Spokesperson Training
What We Offer
There is little point investing in a crisis management plan for your travel business if it is not implemented and integrated properly into your team. The best way to do this is to test your crisis plan with a simulation exercise based around an incident your travel company could face for real. Pharos can provide these simulation exercises in two levels. A training workshop with a table-top exercise for organisations who are less confident in their crisis response or a full simulation exercise to properly test those whose critical incident procedures are more robust. Ensuring your nominated spokespeople are trained in speaking to the media about critical incidents will greatly help your ability to manage your crisis response effectively. Pharos can also provide this crisis media spokesperson training.
Crisis Management Training Workshop
Full-day training workshop for your crisis team to help address the additional challenges of dealing with a critical incident from afar, across borders and time zones and with additional stakeholders such as DMCs, international undertakers, the FCDO, insurers and medical assistance agencies. This training includes case study analysis, response model and advice plus a bespoke table-top simulation exercise which will include talking to actors playing the role of journalists and other key stakeholders. Includes templates and other training resources.
£1,450 +VAT with 1 facilitator
£2,000 +VAT with 2 facilitators
Full Crisis Simulation Exercise
A fully bespoke travel simulation exercise to assess and test your organisational response, processes and systems. Multiple actors will put your operations and communications response to the test which can include a journalist / cameraman arriving at your location and / or (private) social media posts to make this experience feel like the real thing. Includes an exercise planning meeting and a review of existing procedures plus a digital recording of all media interviews.
Media Spokesperson Training
Full-day bespoke group training for your company spokespeople to assist with reputation management following an incident. We will cover the key spokesperson principles and travel crisis case study reviews before putting the learning into practice during a simulated travel crisis that requires you to represent your organisation on-camera and via telephone and Zoom interviews. Copies of your interviews and delegate handbook with tools and templates are provided.
RespondHow we help to respond to critical or complex incidents:
- - Introduction to What We Offer
What We Offer
The unique Pharos 24/7 response service enables our travel clients to reach immediate telephone support from whatever timezone they are calling from to help manage major incidents, emergencies or serious complaints that might otherwise pose a reputational risk. Our incident managers are typically former uniformed services who have experience in overseas travel incident management. They will record all details and provide immediate incident containment advice before escalating as required. They will also assist your crisis response team by initiating specialist incident intervention services around the clock as required, such as strategic crisis management mentoring, crisis PR, crisis social media, trauma counselling, health & safety advice and post incident investigations.
Available in two service levels with optional access to COVID management response support, clients benefit from enjoying peace of mind throughout the year that they will be able to respond swiftly, effectively and cost efficiently in the unlikely event that a serious incident occurs.
Compare all features of our 24/7 response service
Pharos Response have done an amazingly thorough job in helping us to improve our safety management system, and effectively convey this to our staff via training. They are committed to excellence and we are very pleased to have them in our corner as a dependable resource as we take our clients on adventures all over the world.
You never think that nightmare incident will happen to you. Well it did and when I was notified about our coach crash in the middle of the night, I was so grateful to be able to call on the experience of the Pharos team who helped us every step of the way. Now I’ll never be without them.
Pharos’ training exercise was brilliant. It got our team focused on what could happen and identified lots of weak points we would never have noticed without this training. Now we feel more prepared to face the music if we have to.
In travel, when it goes wrong, it can go really wrong! And when it does go wrong, there’s noone else I’d rather have at the end of the phone than the Pharos team. They have been there, done it and are immediately available to help, just when you need it. Worth every penny, just for the peace of mind.
As part of our travel sector, we also provide services for independent travel and gap years. Click below to find out more about how we can help not only the travellers themselves but also the family members left at home.