Quick Introductions — Who are we planning for?

• Which type of organization are you planning this trip for? Options: Association / Nonprofit, Alumni / University, Corporate / Incentive, Religious institution, Affinity group or club, Other
• Give the program a name and one-sentence description so we can talk about the right thing (e.g., '2026 Member Summit — 4 nights, conference + excursions')
• When are you hoping the program will run? Please include exact dates if chosen or a preferred month/season if flexible.
• What range of participants are you expecting to enroll? Options: 20–49, 50–99, 100–199, 200–500, 500+
• How involved will you be in the day-to-day planning and communications? Options: I will lead everything, I’ll co-manage with our vendor, I’ll approve major items only, I expect the operator to run logistics end-to-end

Why This, Why Now — What’s Driving Urgency?

• What changed recently that made this program a priority now rather than later? Options: Board approval or mandate, New funding or sponsorship, Membership demand/complaint, Anniversary or milestone, Leadership directive, External opportunity (venue/event), Other
• If you delayed this program by a year, what would be the most significant negative consequence?
• Who is pushing hardest for the timeline (role or committee), and why are they pushing?
• How flexible are your dates really—are they fixed, have a soft window, or fully flexible? Options: Fixed dates (no change), Soft window (± 1–2 weeks), Flexible (season only), Undecided
• Has a go/no-go date already been set (e.g., enrollment deadline, board meeting)? If so, when?

If This Fails — What Would That Look Like?

• Imagine the program misses expectations—what outcome would feel like failure to you (financial loss, reputational damage, member complaints, etc.)?
• How would a cancellation or significant penalty impact your organization (budget line, refunds, board scrutiny, membership churn)?
• Which of the following consequences would be most damaging if they occurred? Options: Large financial shortfall, Public/member backlash, Loss of sponsorships, Legal or liability exposure, Inability to run future programs
• Tell us about any past group trips that didn’t go as planned and what hurt the most about that experience.
• How much risk are you personally willing to absorb vs. needing the operator to take on (financial, reputational, operational)? Options: Operator takes most risk, Shared risk, We absorb most risk

Who Holds the Keys — Decision-Makers & Influencers

• Who must give final approval for this program (name, title or committee)?
• Beyond the final approver, whose opinion would sink or sell this program if they weighed in (select all that apply)? Options: Executive Director / CEO, Board Chair / Board Committee, Finance Director / CFO, Membership Committee, Legal / Risk, Volunteer leaders, Sponsors / Funders, Other
• What are the top three criteria those stakeholders will use to say yes (e.g., financial break-even, safety plan, references)? Please list them in order.
• Do any stakeholders require specific documentation or approvals (e.g., insurance certificates, background checks, vendor contracts, board packets)? If so, which? Options: Insurance certificate, Contract review by counsel, Background checks for staff, Site inspection report, Reference letters, None of the above, Other
• How quickly do stakeholders expect decisions to be presented to them (days/weeks), and when is the next decision checkpoint?

Money Talk — Budget, Pricing, and What Flexibility Looks Like

• If prices moved up 10–15% between proposal and final payment, how would you handle that? Options: We would increase participant price, We would absorb costs from budget, We would renegotiate the program, We would cancel
• What is the budget or target price per person you are aiming for (including land, program, and estimated airfare if applicable)? Options: Under $1,000, $1,000–$1,999, $2,000–$3,999, $4,000–$5,999, $6,000+
• How is the trip funded? (select all that apply) Options: Participant-paid, Organization subsidy, Sponsorships, Grants, Combination of the above, Other
• What payment cadence works for you—deposits, milestones, invoices to organization, or direct participant payments? Options: Single deposit then final payment, Installment schedule with milestones, Organization pays vendor invoices, Participants pay directly online, Mixed approach
• Are there internal rules about vendor contract clauses we should know (e.g., maximum liability caps, insurance minimums, refund windows)? Please describe.

Every Guest Matters — Accessibility, Dietary, and Special Needs

• Who in your group risks being excluded without careful accommodation (mobility devices, dietary restrictions, sensory needs, etc.)? Options: Mobility-impaired guests, Guests with service animals, Severe food allergies, Religious dietary needs, Cognitive or sensory needs, None / Unsure
• Roughly how many attendees will require one or more accommodations (numbers or percentage)?
• Which of these accommodations are non-negotiable for you or your attendees? Options: Accessible rooms and transport, Gluten-free/Allergen-safe catering, Halal/Kosher options, Private caregiver rooms, Interpreter or assisted listening devices, Quiet/rest areas, Other
• How do you prefer sensitive health or accessibility information to be collected and stored (private intake form, on registration, via confidential email)? Options: Private/secure intake form, Collected during registration, Confidential via email/phone, We share directly with operator only, Other
• Would you consider paying extra per-person to guarantee specialized accommodations (e.g., single-use accessible rooms, dedicated dietary chef)? Options: Yes, Maybe, with clear pricing, No

Known Travel Risks — What Keeps You Awake at Night?

• If a major supplier failed mid-program (airline, hotel, ground operator), which fallout concerns you most? Options: Safety of attendees, Cost to fix/rebook, Schedule disruption, Reputational damage, Insurance claims
• Which travel risks do you want the operator to manage directly vs. risks you expect your organization to handle? Options: Supplier contracting & performance, Traveler medical emergencies, Political/security advisories, Insurance & claims, Participant behavior issues, Other
• Do you require specific insurance coverages (medical evacuation, liability limits)? If yes, please specify.
• Have you experienced a serious travel incident before (delays, illness, security) and what did you learn that should change how we plan?
• How do you want urgent communications handled during the trip (single point of contact, daily briefings, 24/7 hotline)? Options: Single POC + escalation, 24/7 operator hotline, Daily scheduled updates, Platform-based alerts (email/SMS)

Signals of Success — How Will You Know We Nailed It?

• If a board member asked 'was this worth it?', what single metric would convince them? Options: Enrollment target met, Net revenue or break-even, Attendee satisfaction (NPS), No safety incidents, Sponsor ROI
• Beyond that primary metric, what 2–3 outcomes would signal success for you personally?
• What enrollment or satisfaction targets do you have in mind (specific numbers or percentages)?
• How will you collect feedback and measure satisfaction during and after the trip? Options: Post-trip survey, On-site check-ins, NPS score, Direct emails/phone calls, Platform analytics
• Would you value a short report after the trip covering outcomes, learnings, and next-step recommendations? Options: No, Yes — standard, Yes — with executive summary

What Would Make You Confident to Move Forward?

• What’s the single biggest blocker keeping you from signing a contract today? Options: Budget approval, Reference/site visit needed, Unclear supplier commitments, Unresolved risk/insurance, Internal decision timeline, Other
• Which of these would reduce that blocker for you (select all that apply)? Options: Firm pricing guarantee, Clear cancellation/minimum policy, Site inspection offer, References from similar groups, Draft contract for review, Insurance evidence
• Do you want a proposed payment and deposit schedule to present to your board/finance team? If yes, what format do they prefer (summary, line-item, spreadsheet)? Options: Yes — summary, Yes — detailed line-item, Yes — spreadsheet, No
• When would you like to reconvene for a proposal review or draft contract (date or timeframe)?
• Who should be on the next call or included in the proposal distribution (names and roles)?

• Solution Experience Kickoff
• Program Walkthrough — Itinerary Mapped to Outcomes
• Logistics & Contingency Scenario Workshop
• Commercial & Enrollment Success Signals Review
• Validation & Acceptance Simulation

• Establish the financial exposures and agreed mitigations should worst-case enrollment scenarios occur.
• Operational Timeline & Decision Points
• Customer confirms the contingency playbooks sufficiently reduce the quantified consequences previously identified.
• Clear assignment of who does what for every major operational step and contingency.
• Agree on monitoring metrics and thresholds that will trigger seller/customer actions.
• Seller to deliver a written contingency playbook for the three role-played scenarios, including decision timelines and cost exposures.
• Customer to confirm internal approval process and contact list for rapid decisions (e.g., go/no-go when minimums are missed).
• Both parties to agree on a weekly enrollment dashboard template and first delivery date.
• Commercial Summary & Consequence Mapping
• Customer understands and accepts the commercial terms and how they map to operational consequences.
• Agree on concrete enrollment targets and dates that serve as success-signal checkpoints.
• Introductions & Objectives
• Seller to provide a short commercial summary (one page) that maps terms to risks and identifies options to reduce exposure.
• Customer to confirm promotional plan and internal communications cadence to support enrollment ramp.
• Both parties to lock the enrollment checkpoint dates that will be referenced in the Mutual Commit stage.
• Simulation Setup & Roles
• Force the customer to validate (yes/no) each success signal and acceptance criterion based on the live simulation.
• Identify any remaining operational or commercial gaps and agree on remediation owners and deadlines.
• Secure explicit agreement on the next contractual or scheduling steps toward Mutual Commit (or an agreed remediation plan).
• Customer to provide final sign-off on validated acceptance criteria or document objections within 48 hours.
• Seller to deliver a final remediation plan for any 'not validated' items including owner, steps, and completion date.
• Both parties to schedule the Mutual Commit meeting once all acceptance criteria are validated or remediated.
• Customer and seller agree on a single-sentence current state and future state to anchor the experience.
• Quantify the top 2–3 consequences (cost, time, risk) that make this urgent.
• Define 3–5 success signals and acceptance criteria that will be validated later.
• Identify required data (dates, participant profiles, deposit windows) to be provided prior to the walkthroughs.
• Customer to deliver authoritative participant profile summary (counts by traveler type, accessibility needs, dietary constraints) and confirmed travel dates.
• Seller to draft one-sentence current and future-state statements and circulate for confirmation.
• Both parties to agree on decision-makers who will validate success signals in later meetings.
• Recap of Agreed Current/Future State
• Customer confirms that each itinerary element demonstrably advances their defined outcomes for representative participants.
• Surface any gaps between the proposed itinerary and specialized participant needs requiring adjustments.
• Agree on a short list of tailoring decisions and understand their cost/timeline impact.
• Seller to annotate itinerary with explicit mapping to each success signal and circulate within 48 hours.
• Customer to flag any additional participant edge cases (e.g., uncommon dietary restrictions) for inclusion in logistics planning.
• Seller to provide supporting proof artifacts (contracts, past-group summaries, supplier SLAs) for items the customer marked as high-risk.
• Enrollment Funnel & Ramp Plan
• Rooming, Air Blocks & Payment Flows
• Registration-to-Arrival Walkthrough
• Participant Profile Walkthrough
• One-Sentence Current State
• Accessibility, Dietary & Special-Needs Process
• Explicit Consequence Review
• On-Trip Incident Simulation
• Itinerary Flow by Date and Persona
• Financial Breakeven & Risk Allocation
• Validation Debrief & Acceptance
• Contingency Scenarios (Role-play)
• Agreement Triggers & Acceptance Criteria
• Proof Points & Evidence
• One-Sentence Future State & Success Signals
• Finalize Next-Step Commitments
• Customer Validation Checkpoints
• Metrics & Escalation Paths
• Scope & Evidence Plan
• Identify Tailoring Decisions
• Next Steps & Roles

• Negotiate and Book Group Air Blocks
• Contract and Reserve Group Hotel Room Blocks
• Finalize and Distribute Rooming Lists
• Book Ground Transportation and Transfers
• Provide Dedicated On-Trip Tour Director
• Operate 24/7 On-Trip Emergency Support Line
• Deliver Guided Excursions and Local Tours
• Arrange Group Meal Services and Dietary Accommodations
• Arrange Mobility and Accessibility Services
• Handle Group Visa and Entry Document Processing
• Enroll Travelers in Group Travel Insurance
• Process Group Invoicing and Traveler Payments
• Operate On-Site Registration and Badge Distribution

Negotiate and Book Group Air Blocks

• Do you require negotiation and booking of group air blocks for this program? Options: Yes, No
• What are the target departure and return dates or acceptable date ranges for air travel?
• Which departure airports or cities will participants originate from, and how many travelers per origin?
• What cabin classes and fare conditions should be sourced (e.g., economy, premium, business)? Options: Economy, Premium Economy, Business, First, Mixed
• Do you require contracted baggage allowances, group name changes, or flexible reissue rules? Options: Yes, No
• Are there frequent-flyer, alliance, or IATA/charter constraints we must honor?

Contract and Reserve Group Hotel Room Blocks

• Do you want us to contract and reserve hotel room blocks for the group? Options: Yes, No
• Preferred hotel category and star rating (or specific properties) to consider? Options: 3-star, 4-star, 5-star, Specific properties (list)
• What room types and approximate counts do you expect (singles, doubles, suites)?
• What are the expected arrival/departure windows and preferred hotel cut-off date for reservations? Options: 60+ days, 30-59 days, 15-29 days, Less than 15 days
• Do you require negotiated concessions (comp rooms, upgrades, Wi‑Fi, meeting space)? Please list priorities.
• Are there special billing or master account requirements for the hotel (individual folios vs master bill)? Options: Master bill for organizer, Individual folios, Mixed

Finalize and Distribute Rooming Lists

• Will you need us to compile, finalize, and distribute rooming lists to hotels? Options: Yes, No
• What format and delivery method do hotels require for rooming lists (CSV/Excel, API, portal)? Options: Spreadsheet (CSV/Excel), Online form/portal, API integration, Other
• What is the final rooming-list submission deadline relative to check-in (cut-off)? Options: 60+ days, 30-59 days, 15-29 days, Less than 15 days
• Who will be responsible for collecting traveler roommate assignments and special requests (organizer, operator, traveler)? Options: Organizer, Operator, Traveler self-entry, Third party
• Do you require on-site management of rooming changes on arrival day? Options: Yes, No
• Are there rooming rules or constraints to enforce (e.g., same-gender rooms, family suites, accessibility allocations)?

Book Ground Transportation and Transfers

• Should we arrange ground transportation and transfers for arrivals, departures, and intra-destination movement? Options: Yes, No
• What transfer types and volumes are required? Options: Airport transfers, Scheduled shuttles, Chartered buses/coaches, Private cars, Rail transfers
• Provide pickup/drop-off locations, estimated arrival windows, and any staggered arrival groups.
• Are there special baggage, equipment, or oversized cargo requirements (e.g., bikes, instruments)? Options: Yes, No
• Do you require meet-and-greet, signage, or dedicated greeter staff at arrival points? Options: Yes, No
• Are accessible or lift-equipped vehicles required for mobility needs or larger luggage volumes?

Provide Dedicated On-Trip Tour Director

• Do you want a dedicated on-trip tour director or program leader provided by the operator? Options: Yes, No
• What scope do you expect from the tour director (full program management, coordination only, local guide facilitation)? Options: Full-time tour director, Local guides only, Hybrid (lead + local guides), Coordination only
• What language skills are required for on-trip staff and guides? Options: English, Spanish, French, Other
• What level of coverage is required (24/7 on-call, daytime support, peak-day coverage)? Options: Full program coverage, Daytime only, Partial (peak days), On-call only
• Are certifications or background checks required for on-trip staff (first aid, medical, child-safe checks)? Options: Yes, No
• What is your desired staff-to-traveler ratio or maximum group size per leader? Options: 1:10, 1:20, 1:30, Custom

Operate 24/7 On-Trip Emergency Support Line

• Would you like a 24/7 emergency support line operated for travelers during the trip? Options: Yes, No
• Which contact channels should be supported for emergencies? Options: Phone, SMS/WhatsApp, Email, In-app messaging
• Do you require multi-language support and if so, which languages? Options: English, Spanish, French, Other
• What escalation protocols should be followed (local authorities, consulate/embassy, medical providers)?
• Do you want incident logging, post-incident reporting, and a summary report after the trip? Options: Yes, No
• Are there specific emergency contacts or organizational PLs (program leads) we must route to or notify?

Deliver Guided Excursions and Local Tours

• Do you want curated guided excursions and local tours included in scope? Options: Yes, No
• How many excursions and what typical duration (half-day, full-day, multi-day) are expected? Options: Half-day, Full-day, Multi-day, Varied
• Should excursions be private for your group or open/shared with other visitors? Options: Private (exclusive), Shared with other guests, Combination
• Do excursions require advance reservations, timed entry tickets, or capacity-limited access? Options: Yes, No
• Are accessibility or mobility-adapted excursion options required? Options: All accessible, Limited accessibility, Not required
• Are there VIP experiences, speaker meet-and-greets, or special access requests to include?

Arrange Group Meal Services and Dietary Accommodations

• Do you want group meal services and management of dietary requirements in scope? Options: Yes, No
• Which meal plan model should be arranged? Options: Breakfast only, Half board, Full board, A la carte, Custom
• Estimate number of travelers requiring special diets and list common restrictions (allergies, vegetarian, halal, kosher).
• Will you require plated banquets, buffet service, boxed lunches, or mixed formats for events? Options: Plated, Buffet, Boxed lunches, Mixed
• Do you require vendor certifications or documentation for dietary compliance (e.g., halal/kosher certification)? Options: Yes, No
• Are there strict meal timing constraints or synchronized meal times for large groups that we should plan for? Options: Yes, No

Arrange Mobility and Accessibility Services

• Will you require arrangement of mobility or accessibility services for travelers? Options: Yes, No
• How many travelers need mobility or accessibility assistance and what level (wheelchair, scooter, attendant)?
• What types of accessibility accommodations are required (accessible rooms, hearing/visual aids, ramps)? Options: Accessible hotel rooms, On-site mobility equipment, Hearing/visual assistance, Other
• Do you require pre-arranged airline assistance (meet-and-assist, onboard wheelchair) and coordination with carriers? Options: Yes, No
• Are certified medical or attendant staff required for any travelers during transit or excursions? Options: Yes, No
• Will you need documentation or verification for accessibility accommodations (medical forms, disability certifications)? Options: Yes, No

Handle Group Visa and Entry Document Processing

• Do travelers require visa or special entry document assistance for the destination(s)? Options: Yes, No
• List destination countries and whether visa-on-arrival, e-visa, or consular visa is required (per participant if known).
• Should we collect passport copies and traveler data via a secure portal for visa processing? Options: Yes, No
• What level of visa support is required? Options: Guidance and documentation checklists, Full application submission on behalf of travelers, Traveler self-service with templates
• Are there travelers needing special permits, invitation letters, or diplomatic notes? Options: Yes, No
• What is the earliest practical timeline for submitting visas relative to departure? Options: 90+ days, 60-89 days, 30-59 days, Less than 30 days

• Master Booking Agreement
• Statement of Work (SOW)
• Commercial Terms & Pricing Summary
• Minimum Participation & Cancellation Policy
• Payment Schedule & Deposit Authorization
• Insurance & Liability Allocation
• Traveler Insurance Opt-In
• Reference & Site-Inspection Plan
• Acceptance Criteria & Go/No-Go Signals
• Change Order & Amendment Process
• Force Majeure, Health & Emergency Protocols
• Data Privacy & Participant Consent Addendum
• Signatures & Final Booking Confirmation

• Customer Success Review
• Operational After-Action Review (AAR)
• Financial Reconciliation & Refunds
• Escalation & Dispute Resolution Working Session
• Continuous Improvement & Ongoing Relationship Planning

• Assign a single point of contact to manage negotiations and communications.
• Decide and authorize all customer refunds or credits with reconciled calculations.
• Agree supplier settlement amounts and schedule for payment execution.
• Prepare and distribute final financial close package (P&L, variance notes, participant ledger).
• Issue approved refunds/credit memos and schedule payments.
• File insurance claim documentation and follow up with carrier per timeline.
• Execute supplier payments per settlement plan and retain settlement documentation for audit.
• Case Summaries & Evidence Review
• Reach a clear resolution path for each escalated dispute with authorized settlement parameters.
• Assign negotiation leads and finalize communication plans and timelines.
• Ensure documentation is prepared for legal or insurance escalation if needed.
• Draft settlement offers and approval packages for authorized signatories.
• Welcome & Objectives
• Prepare and send required documentation to legal counsel or insurer.
• Log case closure details and update the dispute register once resolved.
• Review Open Items from Support Channel
• Establish a clear shared channel protocol and SLA for ongoing support and enhancements.
• Prioritize enhancement backlog and agree on timelines for top items.
• Identify and calendar renewal or next-program discussions with defined owners.
• Create and publish the enhancement backlog in the shared channel with prioritization and owners.
• Set quarterly customer success review dates and invite key stakeholders.
• Assign account manager and single-threaded support contact for the shared channel.
• Prepare a concise ROI/impact summary to support renewal conversations.
• Validate which success signals were met and which require remediation.
• Secure customer sign-off on agreed remediation actions and timelines.
• Capture feedback and permission for reference/testimonial use.
• Establish clear handoff to support channel and cadence for follow-up.
• Produce a concise Success Report summarizing pass/fail on each success signal and attach supporting evidence.
• Create a remediation tracker with owners, deadlines, and acceptance criteria for unresolved items.
• Publish agreed participant-facing communications (refund notices, apology messages, corrective steps) and send per timeline.
• Capture and store customer testimonial/permission in account record.
• AAR Framing & Prework Review
• Identify root causes for major operational failures and capture durable lessons.
• Agree on a prioritized list of process and supplier actions with owners and deadlines.
• Update internal SOPs and training plans to reflect agreed changes.
• Publish AAR summary with root causes, lessons learned, and proposed SOP language changes.
• Issue supplier corrective action requests where contract noncompliance occurred.
• Schedule required training, sims, or tabletop exercises to operationalize changes.
• Update the knowledgebase and staff onboarding materials with new SOPs.
• Financial Prework & Reconciliation Overview
• Close the program’s financials with agreed P&L and variance explanations.
• Open Refunds & Disputes Review
• Enhancement Backlog & Prioritization
• Liability Assessment & Risk Exposure
• Timeline Walkthrough
• Prework Summary & Data Review
• Insurance Claims & Liability Allocations
• Success Signals: Pass/Fail by Signal
• Renewal & Future Program Opportunities
• Root Cause Analysis & Lessons Learned
• Settlement Options & Negotiation Strategy
• Communications & Timing
• Supplier Performance & Contract Compliance
• Support SLA, Escalation Path & Shared Channel Protocol
• Customer Feedback & Testimonial Capture
• Supplier Settlement Plan
• Decision & Authorization
• Approval & Communication Workflow
• Outstanding Issues, Remediation & Acceptance Criteria
• Process Changes & SOP Updates