Crisis Response Plan
We have developed a comprehensive crisis response plan to prepare for and guide us through any emergency.
We operate a 24/7 emergency support service so that this plan can be put into action immediately no matter what time of the day!
Our crisis response plan covers:
- Emergency support
All travelers are issued with the UK based emergency support number in pre-departure literature.
Duty officers
The duty officer is the first point of contact. They deal with any incoming calls and initiate the appropriate response to the crisis. In more serious cases the duty officer will then call a senior officer (a member of i-to-i management) for advice, assistance and support. Should the situation require it, they will activate the full global response team.
- In-country coordinators
We regularly bring our in-country coordinators to the UK for crisis response training, so you can rest assured that your in-country coordinators are well versed in our emergency protocol and will know exactly how to react in the unlikely event of an emergency.
- Crisis response teams
All UK staff have been pre-assigned specific roles which they must take up in the event of a major crisis. Should their services be required these staff will be called into the i-to-i office to take up their role in the crisis response team. The team will co-ordinate the emergency response, advise in-country coordinators, contact insurance providers and organize assistance.
- Emergency travel teams
Should the situation require it, we will mobilize an emergency travel team to assist in-country.
- Global communication
We’ve create a 'triangle of confidence' between the UK response team, the in-country coordinators and the traveller.
- Crisis training
We carry out regular training sessions to ensure all staff are fully informed about our crisis response procedures.
- Docleaf training
Every year i-to-i Staff are fully briefed and simulation trained.
- Monitoring systems
All i-to-i staff are fully informed of any changes to our crisis response procedures through the company intranet.
Note: i-to-i closely follows global travel advice when it comes to deciding the safety of our travelers abroad. We monitor government communications from the UK Foreign and Commonwealth Office, the US State Department and the Australian Department of Foreign Affairs, to ensure that we can make informed decisions about the risks posed to our customers.
Watch our video
For more information, watch our 'i-to-i support network' video.
