旅游故障及其处理

1、L/O/G/O第一节第一节旅游故障概述旅游故障概述第五章-旅游故障及其处理教学目的教学目的 了解旅游故障的特点和类型 掌握处理旅游故障的原则和要求重难点重难点 重点掌握类型和怎么处理 难点如何把握处理的原则和要求第一节旅游故障的概述第一节旅游故障的概述1旅游故障概念旅游过程中发生的各种影响、阻碍旅游活动正常进行并有可能造成损害的倾向、问题和事故通称旅游故障2对旅游故障的处理是对导游员工作能力和独立处理问题能力的重大考验。3导游员必须充分认识旅游故障的危害及其后果的严重性，全力以赴努力将故障产生的负面影响和损失控制在最低限度，尽量保证旅游活动得以正常进行。3旅游故障的特点现象现象旅游者的感受旅游

2、者的感受突发性偶然性气候变化导致日程变更、证件被偷盗、飞机延误导致行程取消不满、不安危害性损害、危及生命安全损害、危及生命安全复杂性原因多方面、处理的环节多旅游故障的类型旅游故障的类型 1按照责任划分责任性事故旅行社、导游员、安排不当或失责、或者预见不足、措施不当、制止不力游览项目过多、行李员搞错行李、离站导游带商业区购物无法按时集中，误点飞机，非责任性事故山洪导致公路行程受阻，大雾暴风雨沙尘暴延误航班改期，旅游者患病猝死 2按照状态划分既成故障已经发生的将成故障苗头和倾向大巴去机场，路堵，可能误机是 排除故障的重要时机 3按照危害程度重大故障危害旅游活动正常进行损失重大/预防措施、补救措施使

3、得损失减少到最小旅行团食物中毒、恶性交通事故、误机、一般故障差错和小事故/采取措施尽量避免和排除丢失财物、旅游日程变更、旅游者患病 4单一性事故和复合性事故单一性的故障丢失财物、迷路走失、患病复合性的故障走失时候还发生财物的被盗窃、团队中 多名团员对所购的旅游商品的投诉、调换和退货。大局着眼，细部入手力争处理周全圆满不留后患三、处理旅游故障的原则三、处理旅游故障的原则损失最小化原则1及时发现隐患2及时干预3消除在将成状态4既成故障要采取有效措施尽量降低实际损失堵车-抱怨-游兴受损-餐饮不满-投诉及时处理、避免事态扩大化确保旅游日程原则尽量兼顾每一个旅游者利益、不为少数牺牲多数、也不为多数损害少

4、数的合法权益严重故障导致行程取消旅行社根据合同对旅游者赔偿按规章办事原则要具有法纪和政策的观念，要遵守法律法规执行旅行社的规章制度，按照旅游故障处理程序处理问题失窃报案，行李丢失，日程改变要请示旅行社对旅游者不理解的制度和规定要耐心解释多请示多汇报切忌自作主张四、处理旅游故障的基本要求四、处理旅游故障的基本要求 1沉重冷静，稳定旅游者的情绪处理冷静能加强威信稳定情绪、举止沉着、说话语调平缓、眼神安定从容有助于导游员理清思路，能尽快找出处理问题的方法。2拟定实施处理方案以导游服务集体为核心，结合旅游者的意见拟定方案汇报给旅行社，待批复进行实施。A复合性故障-分清轻重缓急，逐个处理，不夸大也不轻视

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