Emergency & Incident Response Guide (Client Responsibilities During Tours, Transfers, Rentals, and All Travel Activities)

D’Palawan Travel and Tours (“Agency,” “we,” “us,” “our”) provides this Emergency & Incident Response Guide to help travelers respond properly if an emergency, accident, injury, illness, loss, dispute, or any untoward incident occurs during any travel service coordinated, arranged, introduced, booked, scheduled, referred, or otherwise assisted by the Agency.

This page applies broadly to all related activities and services, including (without limitation): island hopping, land tours, city tours, river boat tours, cave tours, snorkeling, diving, firefly watching, swimming, hiking/trekking, boarding/disembarking outrigger boats (bangka), hotel and lodging stays, trying meals and delicacies, airport transfers, land transfers, boat transfers, car/van rentals with driver, self-drive car rentals, self-drive motorbike rentals, and car/motorbike services with driver.

NOT FOR EMERGENCY SERVICES: Our website, forms, chat, and messaging channels are not emergency services. In any emergency, your first responsibility is to contact local authorities, emergency responders, and/or the on-site Provider/operator immediately. For emergency reminders and references, see: Emergency.

IMPORTANT ROLE NOTICE: In most cases, the Agency acts as a booking and coordination facilitator only. Most services are performed by independent third-party Providers who control operations, safety management, staffing, route decisions, and emergency protocols for their service on the day of travel. For details, review our Terms of Service and Disclaimer.

1) Mandatory Acceptance: This Emergency Guide Forms Part of the Terms of Service

Required incident-response compliance: By making a reservation, submitting payment or deposit, replying “Confirmed/Agree/Yes,” signing any waiver, accepting pickup, arriving at a meeting point, boarding any vehicle/vessel, checking into accommodations, receiving any rental unit/vehicle, or participating in any tour/transfer/rental/activity arranged through D’Palawan Travel and Tours, you confirm that:

you have read and understood this Emergency & Incident Response Guide;
you agree to follow this guide if an emergency or incident occurs during the service; and
you acknowledge this page is incorporated into and forms part of our Terms of Service.

Incorporation by reference: This page must be read together with the Agency’s legal pages and policies, including:

Service-specific waivers also apply depending on your booking (in addition to this guide), including (as applicable):

Non-waivable rights: Nothing on this page is intended to unlawfully waive rights that cannot be waived under applicable Philippine law (including mandatory consumer protection standards). This guide exists to reduce harm, clarify responsibilities, and support proper incident response.

2) The 3-Phase Emergency Rule: Secure Safety, Contact Authorities/Provider, Then Document

If any emergency or incident occurs, follow this sequence unless immediate conditions require otherwise:

Secure immediate safety (Life & Limb first): Move away from danger, stop the activity, and avoid worsening the situation.
Contact the right responders immediately: Notify the Provider/operator/crew/driver/guide and contact local authorities/emergency responders as appropriate.
Document and report through proper channels: Once safe, gather details and make required reports (operator, police, accommodation, insurer, etc.).

Do not delay medical attention for the purpose of taking photos, searching for missing items, or messaging non-emergency channels.

3) Immediate Safety Actions (What You Must Do First)

Stop participation immediately if continuing exposes you or others to danger (e.g., strong currents, worsening weather, unsafe roads, mechanical issues, threatening behavior).
Move to a safer location as quickly as possible (shoreline away from waves, higher ground during flooding, roadside away from traffic, well-lit area if security risk exists).
Follow crew/guide/driver instructions without delay. On-site operators are trained to manage the specific environment and will prioritize safety procedures.
Account for your group members (especially children, seniors, or those with medical conditions). Perform a headcount when safe.
Do not take unnecessary risks (e.g., jumping into the water to retrieve items, confronting aggressive individuals, continuing to drive in floodwaters).

4) Who to Contact in an Emergency (Priority Contacts)

Your priority contacts depend on where you are and what is happening:

On a boat / island hopping / sea transfer / river boat: Notify the captain/crew and follow their emergency protocol. They control onboard safety actions, routing, and the nearest safe landing decisions.
On a vehicle service (airport/land transfer, car/van with driver): Notify the driver immediately. If an accident occurs, prioritize safety, then contact authorities and follow lawful reporting steps.
On a self-drive rental: If safe, stop the vehicle, secure the area, and contact emergency responders/police and the vehicle owner/supplier per their rules. Avoid leaving the scene unless safety requires it.
At an accommodation: Notify property staff/security immediately for incidents such as injury, theft, fire, or threats.

Agency contact (non-emergency coordination): After you have contacted the correct responders and the situation is stable, you may inform us via Contact Us so we can assist with coordination within our facilitator role. Again: our channels are not emergency services.

5) Medical Emergencies: Injury, Drowning Risk, Severe Allergic Reaction, Heat Stroke, or Chest Pain

Do not “wait and see” if symptoms are severe or worsening (difficulty breathing, chest pain, uncontrolled bleeding, loss of consciousness, suspected fracture, severe dehydration, signs of stroke, anaphylaxis).
Alert the operator/crew/guide immediately and request emergency assistance.
Use your personal emergency medication if prescribed (inhaler, EpiPen, etc.).
Keep the affected person still and supported unless movement is needed to avoid danger.
Provide truthful medical information to responders (known conditions, allergies, medications). This is critical for safe treatment decisions.
If you are the guardian/lead booker, you are responsible for ensuring minors/dependents receive timely medical attention.

Water-related distress: If someone is struggling in water, immediately alert the crew/guide, throw flotation support if available, and follow rescue protocol. Do not attempt a rescue if doing so puts you at serious risk—notify trained responders first.

6) Sea Incidents: Sudden Weather, Rough Seas, Capsize Risk, or Man-Overboard Situations

Follow captain/crew instructions immediately. Do not argue about continuing the route.
Wear your life vest properly and keep it on when instructed (even if uncomfortable).
Remain calm and stay together with your group to simplify accounting and rescue actions.
Protect your head and stabilize your position during wave impacts or sudden boat movement.
Do not jump into the water unless ordered in an emergency protocol.
Accept reroutes/early return as a safety necessity rather than a service failure.

For sea-related risk allocation and responsibilities, review: Boat Transfer (By Sea) Waiver and Liability Disclaimer and Boat Rental (By Sea) Waiver and Liability Disclaimer.

7) Road Incidents: Vehicle Accidents, Breakdowns, Landslides, Flooding, or Checkpoint Issues

For vehicle-with-driver services (transfer/rental with driver):

Follow the driver’s safety instructions and move to a safe roadside area if needed.
Do not stand in traffic lanes or blind curves. Keep children close.
Do not escalate conflicts with other road users. Prioritize safety and official reporting.

For self-drive car/motorbike rentals:

Stop safely and secure the scene (hazard lights, safe shoulder, warning triangles if available and appropriate).
Seek medical help first if anyone is injured.
Contact local authorities if required or if there is injury, major damage, dispute, or third-party involvement.
Follow lawful reporting requirements and supplier/owner rules. Do not make admissions of liability beyond factual reporting.
Do not continue driving a damaged/unsafe unit that could worsen harm.

Relevant waivers: Land Transfer (By Car/Van) Waiver and Liability Disclaimer, Airport Transfer (By Car/Van) Waiver and Liability Disclaimer, Car Rental (With Driver) Waiver and Liability Disclaimer, Self-Drive Car Rental Waiver and Liability Disclaimer, and Self-Drive Motorbike Rental Waiver and Liability Disclaimer.

8) Missing Person, Separation, or “Lost in the Area” Situations

Notify the guide/crew/driver immediately if someone is missing or separated.
Do not split into multiple unsupervised search groups unless instructed by local authorities or the operator’s safety protocol.
Share last-known details (location, time last seen, clothing, phone number, medical needs).
Maintain a central rendezvous point as instructed to avoid confusion and repeated separations.
Keep minors supervised at all times; guardians carry the highest responsibility in preventing separation.

9) Security Incidents: Theft, Harassment, Assault, or Threatening Situations

Move to a safer location immediately (well-lit public area, near staff/security, near your group).
Contact local authorities and accommodation/security staff where applicable.
Do not physically confront suspected offenders if it puts you at risk. Prioritize safety and reporting.
Preserve evidence safely (photos of surroundings, receipts, lists of stolen items) after the immediate risk is controlled.
Report stolen cards/devices promptly to banks/issuers. Keep a record of reference numbers.

Anti-scam reminder: We will never request passwords, OTPs, or private banking credentials. If you receive suspicious messages claiming to represent us, stop and report through Contact Us. See also our Terms of Use and Disclaimer.

10) Food-Related Illness or Severe Allergy Reactions

Seek medical help promptly if symptoms are severe (difficulty breathing, facial swelling, fainting, severe dehydration).
Inform your guide/operator so they can assist in routing to appropriate help.
Do not conceal allergies or symptoms. Transparency improves response outcomes.
Keep receipts or meal details where possible if reporting is needed (but do not delay treatment).

11) Documentation: What to Record (Only After Safety Is Stable)

Once immediate danger is controlled, documentation helps clarify facts and support proper reporting. Where safe and lawful, collect:

Time and location: approximate time, meeting point, GPS pin if available, landmark.
What happened: concise factual description (avoid assumptions).
People involved: names (if known), contact numbers, vehicle plate numbers, boat name/operator (if applicable).
Photos/videos: of the scene, damage, conditions, or hazards (only if safe).
Witness details: names and contact info, if they consent.
Reports: any police/barangay report number, incident report from provider/accommodation, medical notes/receipts.

Privacy note: Respect privacy and laws when recording. Do not publish personal data or images of others without permission. Your data will be handled according to our Privacy Policy.

12) Reporting and Escalation: Proper Channels and Expectations

Operator/provider first for immediate operational response: They control onsite actions and safety procedures.
Authorities for official matters: Police, Coast Guard/port authorities (as applicable), medical responders, LGU offices, and accommodation security handle official reporting and enforcement.
Agency notification after stabilization: Once immediate safety needs are addressed, inform us so we can assist with coordination, documentation guidance, and next-step communication—within our role as described in the Terms of Service.

How to reach us (non-emergency):Contact Us

Refund/cancellation implications: If the incident leads to cancellation or disruption, refunds and rescheduling (if any) are governed by the Refund Policy and any stricter provider rules. Safety holds and force majeure conditions may apply depending on facts and provider/authority decisions.

13) Common Mistakes to Avoid During Emergencies

Delaying medical help to “finish the tour” or “avoid cost.” Health and safety come first.
Ignoring operator instructions during rough seas, storms, or unsafe roads.
Continuing self-drive travel in floodwaters, landslide-prone routes, or unsafe weather conditions.
Confronting aggressive individuals instead of moving to safety and contacting authorities.
Posting publicly before reporting (which can spread misinformation and complicate investigations).
Not documenting key details after the situation stabilizes (which can create disputes later).

14) Client Responsibilities Statement

Client Acknowledgment (Emergency & Incident Response Guide): By proceeding with a booking, submitting payment or deposit, replying “Confirmed/Agree/Yes,” signing any waiver, appearing at a meeting point, accepting pickup, boarding any vehicle/vessel, checking into accommodations, receiving any rental unit/vehicle, or participating in any tour, transfer, rental, or travel service coordinated by D’Palawan Travel and Tours, the Client confirms that they have read and agree to follow this Emergency & Incident Response Guide if an emergency, accident, injury, illness, security incident, or untoward event occurs during the service. The Client acknowledges that this page forms part of, and is incorporated into, the Agency’s Terms of Service, together with the Terms of Use, Privacy Policy, Disclaimer, Disclosure, Refund Policy, and all applicable service-specific waivers (including, as applicable, the Tours and Travel Packages Waiver and Liability Disclaimer and relevant transport/sea/rental waivers). The Client understands that the Agency’s channels are not emergency services, and that immediate emergencies must be addressed through local authorities and the on-site Provider/operator/crew/driver/guide first. If any provision is unclear, the Client agrees to request clarification via Contact Us before proceeding. Nothing herein is intended to unlawfully waive rights that cannot be waived under applicable Philippine law.

UPDATED: January 3, 2026 (Philippines)