1. Step not always applicable Key to quality Tip Further instruction
Department: Connected Service
Owner: Andrew Ridyard
Time: N/A
SOP type: Incidents - Consultant
System: N/A
Date of last revision and version number: V2
Step
Instruction
Illustrations / Quote
Comments
Time (sec) 1.
Incident
Identified
Notification of an incident received from:
from Duty Office
Customer
Destination
Decide which category the incident falls under.
Incidents are split into the following Categories:
Red
Orange
Green
Examples of these types of categories are shown in relevant step.
All incidents require a Matsoft case to be opened or a Group Incident Report form to be completed according to which category the incident falls under – go the relevant step 2.
Logging the
Incident
Examples of a Red Category Incident:
Aircraft Incident (Fatalities)
Coach Incident (Multiple Fatalities)
Hotel Fire (Fatalities)
Security Issues Involving TC Markets (Terrorism) (Fatalities)
Natural Disaster (Fatalities) 3.
Red Category Incident.
Notify Relevant parties:
Operational Senior
Call Admin/SOS in resort (Information on Nanorep)
Contact Duty office for more information (On Seniors Request)
CE – Click Here UK – Click Here
An Incident log should be created to monitor all customer contact.
SOP – Creating Incident Log
Await further information from Senior.
Senior to Decide if a Matsoft should be raised for the incident which has occurred or a Group Incident Report Form (Dependant on Incident Type)
If you receive notification of an incident during night shift you must call the Connected Emergency line on Tel: +44 (0)
If this is a Continental Crisis we may need to contact guests and Update KRIM with information on request of CE Duty Office. (Krim SOP Link) 4.
Orange Category Incident.
Examples of a Orange Category Incident:
Coach Incident
Hotel Fire
Health & Safety Property Issue (Passengers Affected)
Sickness Outbreaks
Bomb Scare
Balcony Fall
Accidental Death (Company Related)
Security Issues (TC not involved)
Aircraft Incidents
Natural Disasters
Drowning
Missing Person
Attempted/Actual Suicide
Industrial Action/Airline Strikes
Notify Relevant parties:
notification to Resort office with Connected Seniors in cc
Call Admin/SOS in resort
(Information on Nanorep)
Senior to Decide if a Matsoft should be raised for the incident which has occurred or a Group Incident Report Form (Dependant on Incident Type)
If the incident is regarding Death, Rape or Assault then contact Welfare for assistance (UK Only) – Click Here (Duty Office during night time)
Senior to decide if an Incident log should be created to monitor all customer contact. (Depending on the Incident type)
If you receive notification of an incident during night shift you must call the Connected Emergency line on Tel: +44 (0)
If this is a Continental Crisis we may need to contact guests and Update KRIM with information on request of CE Duty Office. (Krim SOP Link) 5.
Green Category Incident
Notify Relevant parties:
notification to Resort office
If the incident is regarding Death, Rape or Assault then contact Welfare for assistance (UK Only) – Click Here (Duty Office during night time)
Raise Matsoft Case (Assign to destination)
Examples of a Green Category Incident:
Clinic Case (Over Night)
Childhood Disease (Chicken pox, Impetigo etc)
Death In Resort (Natural Causes)
Customer Arrested
Sexual Assault
Child Protection
Minor Flight Delays/Downgrades