Background Information
What ought a tour guide to do in case of checked baggage losses during the trip in China?
If the tourist’s baggage gets lost within China’s territory, the tour guide should find out clues that may help for it recovery.

1. The porter in the hotel may have placed the baggage on the wrong floor or in the wrong room. The baggage may have been confused with those of another tour group. Once you realize a piece is lost, it is necessary to look for the baggage immediately, and the lost baggage, when found, should be sent to the tourist’s room;

2. If the baggage is lost on the way to or from the airport, the tour guide should contact the travel service for assistance. It’s the duty of the baggage sections of both the hotel and the travel service to look for the lost baggage; when found, the baggage should be handed to the tourist promptly.

3. Try to console the tourist who has lost the baggage and help him or her ease the difficulties caused by the loss;

4. If the baggage eventually cannot be found, the manager of the travel service (if necessary), and the tour guide should explain to the tourist what may have happened, offer apologies and help him or her to claim for compensation in accordance with the international practice.
Of course, it’s most important to ensure the safety of baggage. The tour guide must pay attention to the handling and checking of the baggage each time to avoid any losses.

Scene: Peter has just arrived at the hotel. But he couldn't find one of his bags when he was showed to his room. He is very anxious because his passport, ID card and some other important things are all in the bag, so he is asking the tour guide for help.
G: the Guide        P: the Customer
G: Hi, Peter. You look anxious. What happened?
P: I’m sorry to disturb you now, but I can’t find my baggage. It is very important to me. My passport and ID card are all in it.
G: Calm down, please, Peter. I will help you. Let me think…There are altogether 16 pieces of baggage in our tour group. And the number was still 16 when I checked them after we arrived at the hotel. So, it couldn’t have been lost in the airport or on the way to the hotel. Is that right?
P: But why hasn’t it been sent to my room?
G: I’m guessing that your baggage may have been put in the wrong place. You know, sometimes this happens because of the porter’s carelessness or the loss of the name tag.
P: So what should I do now?
G: Don’t worry. I will call the Lost and Found Desk immediately. Could you describe some features of your baggage?

P: Sure. It’s a medium-sized, black suitcase with my name tag attached.5
G: OK. I see. I will ask the porter to find it and send it to your room as soon as possible.
P: OK. But do not keep me waiting too long. Thank you very much.
G: My pleasure.
 (Fifteen minutes later, the tour guide is knocking at the door.)
P: (Opening the door) Oh, my suitcase. Thank you.
G: I found it on the other floor. Please check it. By the way, you’d better have your passport and ID card with you while traveling.6
P: Oh, I will. Thanks again.

Background Information

What should a tour guide do when a tourist is seriously ill?
1. The tourist should be made as comfortable as possible if he becomes ill during sightseeing. If he has medicine with him, he can take it himself or ask his relatives or friends for help. If necessary, the tour guide may call for an ambulance or hail a taxi or any car to take him to the nearest hospital. The sick should be accompanied by his relatives, the tour escort or another tourist assigned by the tour escort;

2. If the tourist gets sick in the hotel, the tour guide should notify the relevant department in the hotel for immediate treatment, or the sick tourist should be sent to a hospital;
3. While the sick tourist is being taken to a hospital, the tour guide should ask the travel service promptly for help. During emergency treatment, the relatives or the tour escort or other tourists should be on the scene. In case a surgery is needed, such an operation should be approved by his traveling partner or emergency contact person. They should sign for the surgery.
4. If the sick tourist is in critical condition and is traveling alone, the tour guide should ask the tour escort to contact his embassy or consulate. They will also have to notify his family, relatives or emergency contact person, asking them to come to China immediately. If his relatives cannot be found, follow the written advice of the embassy or consulate;

5. If the sick tourist turns for the better, but still needs to be hospitalized and is unable to attend any activities, the tour guide should go to hospital to visit him and help handle his visa matters such as changing the group visa to and individual one or help get an extended visa. The tour guide should also help with the formalities for being discharged from hospital, and arrange for a return flight ticket;
6. All the expenses are to be covered by the tourist.

Scene: The weather has been changing quickly these days. It is a little bit cold now. Laura has spent all day visiting the Summer Palace and the Forbidden City. She feels unwell now. Her tour guide notices that and is talking with her.
G: the Guide         L: the Tourist
G: Hi, Laura, you look so pale.1 What’s wrong?
L: I think I’m coming down with something. I’ve got a terrible headache and a bad cough.

G: Yes. You can try it if you like, and the hospital offers Western medicine, too.
L: I want to try traditional Chinese medicine. Do you think I can continue my tour? I want to visit the Great Wall tomorrow.
G: If I were you, I would stay in bed for a few days.
L: What lousy luck!
G: It’s OK. A good rest will help you get better soon. OK, let’s go to see the doctor.