Trip Help Process

What to do if you have an issue on a trip...

Travelling can come with unexpected challenges. Maybe your room has no hot water, you’re frustrated that other guests keep arriving late, you’re feeling unwell, or your luggage didn’t arrive.

Whatever the issue, please let us know so we can help make it right!

General Tour Matters

This includes issues with hotel rooms, amenities, transport, activities, safety concerns, and compliance with Terms and Conditions.

Step 1 – Talk to your Guide

Whenever you get a moment, have a private chat with your Guide. Being the only person/people physically present to assist, they are your first and best port of call! They’ll do whatever they can to help resolve any issue.

Sometimes things may be out of their control or a fix might take a little while, but please give them time to work out the issue.

If you feel more comfortable messaging your Guide, you can do so privately via WhatsApp and they will respond during work hours.

Step 2 – Guide will Action & Update

Your Guide will consider/take any actions and report key updates to Salt Caravan Trip Operations, detailing the issue, time, location, and steps taken.

A member of our Leadership team may get in touch for more information.

Step 3 – Outcome

Your Guide will update you with the outcome. They will also stay in touch with the Salt Caravan Trip Operations team through private channels.

What if your matter still isn’t resolved?

Reach out to us by email at triphelp@leatherbacktravel.com — this is our only dedicated inbox for guest assistance during a trip, monitored across time zones. Our team will respond within 12 hours.

Depending on the nature of your issue, it may be escalated (see Escalation below).

Please don’t message your Booking Manager directly via WhatsApp or email, as their contact channels may not be monitored outside working hours.

2. Interpersonal

This covers bullying, offensive language, verbal abuse, disrespectful tone, threats, continued rudeness, or any form of discriminatory or inappropriate behavior towards fellow guests, Guides, staff, or locals.

Check out our Guest Participation Guidelines for more details.

Step 1 – Talk to Your Guide

For any interpersonal or behavioral issues within the group, please speak with your Guide first. It’s important this is addressed right away to ensure everyone has a great experience.

Step 2 – Information Gathering

Your Guide will gather information about the situation, listening to all perspectives privately and open-mindedly.

They will explain how the incident relates to our guidelines and discuss possible resolutions with those involved.

Step 3 – Documentation & Reporting

Your Guide will record all details of the issue or incident, including:

  • Time

  • Location

  • Conversations

  • Resolution agreed upon

  • Actions taken

This will be communicated directly to Salt Caravan Trip Operations on the same day.

Step 4 – Ongoing Monitoring

Salt Caravan Trip Operations will monitor the situation by staying in contact with your Guide for the rest of the trip. A team member may also reach out to you directly to check in.

3. Escalation

In extremely rare cases where a guest’s behavior continues to be inappropriate or is severe in nature (e.g. illegal activities, life-threatening behavior, physical threats or abuse), the matter will be escalated.

The guest may receive a formal verbal warning and could be removed from the trip. Illegal or dangerous behavior may also be reported to local authorities.

Step 1 – Delivery of Warning

The Guide or designated authority will issue a warning, answer questions, and seek commitment from the guest to follow policies moving forward.

Step 2 – Action Plan Development

For ongoing issues, an action plan will be developed with the guest, including scheduled check-ins to assess progress.

Step 3 – Continued Documentation

Your Guide will continue documenting:

  • Times

  • Locations

  • Actions taken

This information will be shared with Trip Operations and escalated to the Leadership Team. Ongoing or severe behavior may also be recorded on the guest’s profile.

Step 4 – Escalation Outcome

If escalated, the Leadership Team may contact the guest directly and determine appropriate actions, including removal from the trip.

The decision will be clearly communicated to both the guest and the group.

What if issues continue after escalation?

If misconduct continues or is severe, Salt Caravan Leadership may immediately remove the guest from the trip.

No refunds will be given, in accordance with Salt Caravan Terms & Conditions.

4. Significant Incidents or Emergencies

Large-scale incidents or emergencies are escalated immediately to the Salt Caravan Leadership Team. They will coordinate with the Guide on response actions and contact authorities if required.

Your Guide will keep you and the group informed with updates.

Final Note

We’re here to do everything we can to make sure you have an incredible time.

If you experience any issues during your trip, please refer to our Guest Participation Guidelines.