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Pre-trip customer communication

A template pre-trip email to welcome customers to your trip

Pre-trip Communication:

A formal pre-departure email must be sent to each customer ahead of their trip. This should be sent at least 14 days before they are due to arrive.

At a minimum this must include:

  • A warm welcome and introduction of yourself

  • Specific arrival/pick up instructions (where, when and who to meet, how to find them)

  • Your local contact details

  • Reminder of kit list (including seasonal adjustments)

  • Any other last minute updates or advice regards current weather and conditions

  • Advanced warning of any forms or waivers that they will need to fill out

This pre-trip communications should all be sent through the platform using Trips Manager to ensure the most consistent customer experience.

Here is a template/example message:

  • Hi all,

    Bjørn here, your guide for your upcoming adventure into the Arctic wilderness. I'm really looking forward to meeting you all in a couple of weeks time and getting to show you the amazing snow covered landscapes of Svalbard!

    I will be meeting each of you at Svalbard Airport. You will find me holding a sign with the MBA logo in the arrivals area once you are through passport control.

    If you have any problems finding me you can contact me on my phone: 07________

    You can find the Kit List for our adventure on the trip page on the MBA website. Please make sure you read it carefully and pack everything that is required. If you have any questions or concerns, or you'd like some advice, please do get in touch as I'm really happy to help you.

    The weather forecast for our time together is looking great, with clear skies forecast for the next week. I'll continue to monitor this and update you if this changes for the worse though.

    Any other questions you have about the trip, no matter how small, just let me know.

    Looking forward to meeting soon,


If you wish to send pre-departure emails from your own management system, please let us know. As part of on-boarding we’ll work with you to ensure this is possible.