Things go wrong on trips — a bus breaks down, a traveller lodges a complaint, a pickup is missed, luggage goes missing. The Incident report is how the agent captures it on the spot, with photos, so the back office has a structured record they can act on instead of digging through a WhatsApp chat.
Every filed report becomes part of the trip's permanent record and is reflected on its Tour rating, so filing honestly matters.
File reports while the trip is still active. The moment the trip locks (24 hours after the last itinerary item) or completes, the report form is disabled — the same gate as editing the itinerary. You can always read filed reports afterwards, but you cannot add new ones.
Who can file
| Role | Can file | Can delete |
|---|---|---|
| Manager | Yes | Any report |
| Back-Office | Yes | Any report |
| Agent | Yes | Only their own |
| Traveller | No | — |
The author is recorded automatically by user account, and the report is stamped with the author's display name.
Where to find the button
The Incident Report button (an amber pill) appears in the itinerary toolbar on the trip overview. It is visible to managers, back-office staff, and agents while the trip is editable.
File a report
Click Incident Report
The Incident report dialog opens with the subtitle "Record an unwarranted event that happened during the trip."
Enter the title
A short, scannable summary. Example:
Bus breakdown on the way to Makkah. Up to 200 characters.Set the date and time
When it happened. The date is a calendar picker; the time is a 24-hour dropdown in 5-minute steps. Use the trip's local date and time.
Enter the location
Where it happened. Example:
Jeddah–Makkah Highway, KM 45. Up to 300 characters.Describe what happened
The detail: what occurred, the impact, who was affected, and any immediate action taken. Up to 4,000 characters.
Attach photos (optional)
Tap the dashed + tile to add up to 6 supporting photos, 8 MB each — a photo of the broken-down bus, a screenshot of a complaint message, a picture of damaged property. Remove individual photos before submitting if needed.
Click File report
A "Incident report filed." toast confirms it. The dialog closes.
If any required field is empty, you get a "Please fill in all required fields." toast instead — fix the gaps and submit again.
File as soon as the dust settles, while details are fresh. A report filed on the day with a photo is worth far more than one reconstructed from memory a week later. The back office sees the timestamp, author, and the full description with photos.
What the back office sees
Filed reports surface in one place: the trip's Tour rating page, which becomes available once the trip completes.
- The trip ends and is marked completed.
- A manager opens the trip and clicks View rating →.
- Below the rating chart, the Incident reports section lists every filed report — title, date and time, location, "Filed by name", the full description, and clickable photo thumbnails that open in a new tab.
- A count line shows how many reports were filed, and an amber badge shows
the Calmness deduction (e.g.
−3 from Calmness).
The back office cannot edit or delete reports from the Tour rating page — it is a read-only review surface. A manager can delete a report from the trip while it is still editable (e.g. a duplicate or a mistaken filing), but once the trip locks the report set is frozen for the record.
How incidents relate to the rating
Filed incidents are one of the things the Tour rating picks up on — specifically the Calmness dimension, which reflects how smoothly the trip went. The rating is a feel for the trip, not a penalty box: a well-documented incident with a clean resolution is more useful to the agency than a quiet trip with a complaint nobody recorded.
See Review tour rating for how to read the rating as a whole.
Calmness rewards an uneventful trip, not silence. File every incident that genuinely matters — the rating is a signal, not a target.
Quick reference
| Action | Button | Who | When |
|---|---|---|---|
| File a report | Incident Report → File report | Manager, Back-Office, Agent | Trip upcoming or ongoing |
| Read reports | View rating → → Incident reports section | Manager, Back-Office | Anytime after completion |
| Delete a report | (per-row, while editable) | Manager (any), Agent (own) | Trip editable only |
What's next
- Review tour rating — see how the trip rated as a whole.
- Run the tour day-to-day — the agent playbook that incident reports plug into.
- Tour rating — the concept reference.