In a world full of tourist experiences, sometimes there are journeys that become unique for curious reasons. This story reveals Living Tours' authentic commitment to turning challenges into opportunities to redefine what it means to be a perfect host.

During the months of October and November, we went through an unprecedented and challenging experience that took a bit of work, but in the end filled our hearts and showed that it was all worth it.

On 23 October 2023 we were contacted by Edith, who told us that she had recently taken part in the Douro Valley Wine Tour and had lost her Go Pro during the tour. After the client contacted us, we informed her that we would try to find out if the camera had been forgotten on the bus or in one of the places visited.

This was the start of a whole team effort, in which the Product and Contracting team first approached the Operations Department and the team responsible for Fleet Management to see if any drivers, guides or other employees had found the camera in the meantime. Apparently no-one had noticed any cameras left in the bus, and it had already been cleaned.

The Operation Department was proactive and was immediately available to contact the partners who would be involved in the operation on the day. After a while we received confirmation that the camera had been left behind on one of the farms visited.

With the help of other colleagues, it was possible to bring the camera back to the city of Porto and then send it back to the client, with João, the head of Fleet Management, being responsible for the shipping. During the process of sending the camera to the United States (which still took a few weeks), the client kept in touch with us to find out how things were going. However, it was clear from the messages she sent that she didn't really believe she would get her camera back.

After a wait of a few days, we managed to access the parcel's Tracking Number and share the code with the customer. At that moment we realised how important it would be for the customer to get her camera full of memories back.

Although the customer had offered to pay all the costs of sending the camera back to the United States, Living made up the difference and took on the costs.

As soon as she received her camera back, the client didn't hesitate to praise the experience we had provided, not only on the day of the tour, but also the adventure of getting her camera back to her. We were thus entitled to a special surprise through TripAdvisor.

At Living Tours we enjoy providing unforgettable moments for our guests, who are our main focus. These are the experiences that motivate us to continue doing more and better for the people who believe in and trust the Living Tours family.

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