In the event of a serious customer injury or death, your first priority should be the safety of any and all other customers on the trip. Only when all customers are in a safe place and those injured are receiving medical attention should you contact us.
MBA categorises incidents into four levels according to the incident severity; Level 1 being the most severe and Level 4 being the least. Hosts should be aware of how to categorise incidents involving MBA customers, what support MBA can provide, how to inform MBA, and the timelines for doing so. Please see the 'MBA Incident Management Chart' below for full details.
MBA is supported by Pharos Response, who provide 24/7 immediate support in the event of a Critical or Major incident. The MBA emergency line (+44 (0)330 223 6621) will be answered by Pharos’ expertly trained Incident Managers who can help guide you through the process.
Level 1 (Critical) or Level 2 (Major) Incidents
For a Level 1 (Critical) or Level 2 (Major) Incident you should phone the MBA emergency line (+44 (0)330 223 6621) ASAP or within 2 hours, or 4 hours respectively, regardless of what time of day or night it is. The trained Incident Managers will offer support and advice on what to do next.
Informing Emergency Contacts / Next of Kin
We ask that you do not call a customer Emergency Contact directly should a Level 1 or 2 incident occur. Please contact Pharos and MBA first so we can confirm all the information and agree on who is best to inform the next of kin.
Level 3 (Serious) Incidents
You do not need to call MBA for Level 3 (Serious) incidents unless you need support from us. Please email [email protected] (making sure to include ‘Accident’ in the subject line) with an incident report ASAP or within 24 hours. You should include the following:
Who has been injured?
What medical attention are they receiving?
Where is every customer and are they all safe?
All timings and details of the incident.
Contact details for the person on the ground.
Updates of all developments
MBA will then decide how emergency contacts are informed, and who by.
Level 4 (Routine) Incidents
We expect you to address any minor issues while running your trip in person yourself. You do not need to contact us to discuss these whilst the trip is running, though of course we are here to help should you need it. Any customer issues will be flagged during the quality control / review process.
MBA Incident Management Chart
MBA categorises incidents into four levels according to the incident severity. Hosts should be aware of how to categorise incidents involving MBA customers, what support MBA can provide, how to inform MBA and the timelines for doing so.