Loyalty card
Frequently Asked Questions

Loyalty Program | Guides FAQs

Do guests collect stamps on Select Tours as well as the FREE Tour?

At this stage, stamps are only collected on the FREE Tour, and only one stamp is allocated per city. Guests going on the same FREE Tour for a second time are not eligible for a second stamp.

 

What is the importance of cities which have a white border?

A white border around the city on the loyalty card represents a double stamp. You don’t physically stamp it twice, but that city automatically represents two stamps for the purpose of redemption. Therefore, when calculating if a customer is entitled to a redemption, please remember to count these particular cities twice. They are to encourage repeat custom throughout the same region.

 

How much time will it take for the MPMs to distribute loyalty cards at the start point?

Barely any time at all. As all new cards have your city pre-stamped, the cards simply need to be given out with the FREE Tour numbered ticket. You will only need to issue a stamp when a guest arrives with a card from another city (provided of course your city has not already been stamped).

 

Once a customer makes a redemption, do they effectively re-start from scratch?

No. The stamps do not work in such a way that once a redemption is made, the customer’s accrued stamps are discounted as if they have just started again. Instead, it is a cumulative process that progresses on to the next level by collecting further stamps.  As an example, if a customer collects three stamps and then decides to redeem for 50% off a ST, then they need only collect a further three stamps in order to qualify for their next incentive of a free Select Tour, as the loyalty programme requires them to have been on six FREE Tours in total and have collected six stamps, which they will have achieved.

 

Do the guests need a FREE Tour Tickets as well?

No. The loyalty card replaces FREE Tour tickets, but guests will need to be issued with a raffle ticket so that we/they know which group they are in. Legal information about guides being the providers of the FREE Tour can be found on the Loyalty Card, negating the need to issue a FREE Tour ticket as well.

 

​What constitutes a Multi-Ticket?

A Multi-Ticket is two Select Tours and one Third Party Ticket. Check your redemption menus for available combinations.

 

What is the purpose of the loyalty card?

The purpose is to retain and increase FREE Tour guests by maximising the loyalty we know already exists, and reducing confusion with competing free tour companies. The programme also provides an incentive for guests to choose us over competitors, by offering multi-city benefits which other companies cannot match.

 

​Should we, the SANDEMANs freelance guide partners help out with applying the stamp?

Ideally, the process should be handled by Operations staff whenever possible. If you do wish to help, please ask the MPM or CM for an overview of how to use the embossing device, and when to apply stamps.

 

How does this affect the commissions and repeats of the SANDEMANs freelance guide partners?

If a customer is making a full redemption (receiving a free Select Tour ticket, or a free multi-ticket), then the guide whose group that guest is in does not receive a repeat and/or commission for that ticket.* The customer is still counted towards the guide’s FREE Tour marketing fee calculation, but is not counted towards their group size for the calculation of their presale percentage.

If a customer however chooses to redeem their 50% discount stamp, then the guide will earn a repeat and/or commission, as they will be playing an active role in the sale. This transaction is treated as no different from any other circumstance in selling a ticket to a FREE Tour customer, therefore, that customer will be counted toward the guide’s marketing fee calculation AND toward their presale percentage.

This is the crucial distinction between the full redemption and the 50% discount redemption.

Should a guide sell further tickets to a customer over and above their rewards redemption, then the additional sale qualifies for a repeat and/or commission, and the guest remains on both the guide’s marketing fee and presale calculation. For example, if a guest in London is eligible for a free Select Tour ticket, and chooses to redeem that on an Old City Tour, but then also purchases a ticket for the Grim Reaper Tour, the guide receives their normal repeat/commission allocation for the sale of the Grim Reaper Tour, but not for the Old City Tour.

*Repeat and/or commission is dependent on the existing provision, as indicated within the guide Frame Agreement for that city; in some cases it is both, in others it may be one or the other.

 

​What happens if a customer claims they were on a tour in a different city, but didn’t collect a stamp? Can the MPM issue a replacement stamp?

No. In fact an MPM cannot issue any replacement stamps (with the exception of damaged cards – see below). The embossers are applicable only to your city, and the stamp will be rendered invalid if used against a different city. In the above instance, the MPM would need to explain to the customer that sadly we cannot retrospectively provide stamps for FREE Tours attended in other cities. Customers must always get it stamped in the city in which they attended the FREE Tour, at the time of attending it.

 

​Can a customer who has earned two Select Tour tickets redeem them both for the same tour, giving one to a friend?

Except in the cases outlined above (where there is only one Select Tour in a city but the customer is eligible for two redemptions), the rewards are intended for the cardholder’s use only, and so cannot be redeemed to give a companion free entry to a tour.

 

Is a card stamped at the break/end venue or at the start point?

Except in the event of latecomers (see below), MPMs must always issue cards at the start point. As the loyalty card has all of the FREE Tour legal Ts and Cs on it, new customers who do not yet have a loyalty card also must receive their card at the beginning of the tour.

 

​How do we ensure that latecomers receive the loyalty card?

The MPM may distribute cards to latecomers at the break location, however, this is only to be done in these late-arrival circumstances. Again, as the loyalty card has the FREE Tour Ts and Cs on it, the guest should have it before they take the tour. In the event that the late-arriving customer already has a card from a previous city, their stamp for your city will need to be applied as soon as that guest gets to the break location. Guides should tell latecomers to ask for their loyalty card at the mid/end location.

 

​Can guides be allocated cards to issue to latecomers on their tours?

No. For now, all cards must be issued at the start point and at break locations for latecomers. Cards must always remain with the Operations team.

 

​What happens if a customer looks to redeem after the expiry date of the card?

Loyalty Cards will have an expiry date of 15th January 2019. Once the expiry date has passed the stamps are no longer valid. This message will be communicated to customers in the Terms and Conditions.

 

​Must a customer redeem the loyalty reward as soon as they achieve it?

No, they are not obligated to do so, although they should be made aware of the January 15th 2019 expiry date.

 

​Do guests need to write their name on the loyalty card? Can they give their card to someone else?

Yes, a name must be written on the card, and no, the card is not transferable.

 

Can a guest exchange a redemption for cash?

Under no circumstances can the earned loyalty redemptions (whether an item of merchandise, a tour, a multi-ticket or a combination thereof), be exchanged for cash or anything else. It can only be redeemed against the offer indicated on the loyalty card.

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