For Guides

Firebird Partner App is the official communication platform of Firebird Tours, designed to
streamline collaboration with partners—guides, tour companies, and drivers.

The Firebird app simplifies the reservation process. Once registered and approved by the
Firebird guide team, you will be able to view “Open Orders” in the "Offers" tab. Each order will
display the planned program, and you can submit your candidacy to service that tour. If multiple
guides apply for the same order, the system will assign it based on each guide’s ranking and
work history with Firebird Tours.
Once assigned to a tour, carefully review the program and share any suggestions with the
Firebird team on how the customer experience can be improved. For example, if the scheduled
time for museum entry is suboptimal, suggest a better time. Please inform the team of any
restrictions, limitations, or issues with the tour program, such as venue closures on specific dates.

Guides must provide exceptional service to Firebird Tours customers. You are expected to be
punctual, dressed professionally in smart-casual attire, and ready to greet customers. Arrive at
least 5 minutes before the tour's start time, or 15 minutes early if the group includes 4 or more
travelers, at the specified meeting point.
Meeting or drop-off points cannot be changed without prior confirmation from Firebird Tours. The
guide must remain at the meeting point until the client is located. If the client cannot be found,
Firebird Tours must be immediately notified via the app’s communication channels or the phone
numbers provided.
Meeting signs will be generated in the app—use these signs to help customers locate you in
crowded areas. You must also thoroughly review the activity itinerary and be prepared to answer
any questions regarding the tour.
Guides are not authorized to change the tour program, extend the assignment, or make any other
modifications without confirmation from Firebird Tours.
All services outlined in the order are paid by Firebird Tours. Under no circumstances should
guides request payment from clients, and all compensation details are confidential and must not
be disclosed to customers.
If the tour cannot be completed within the originally planned timeframe, contact Firebird Tours for
approval of any necessary time extensions. This policy should not be abused—only request extra
time if it is genuinely needed.

Guides represent Firebird Tours throughout the tour and should maintain a professional attitude
at all times. Avoid making any negative remarks about Firebird Tours or its travel arrangements,
or discuss challenging subjects like politics. In case of emergencies or unforeseen circumstances,
immediately notify Firebird Tours using the app’s communication channels or the provided phone
numbers.
As a Firebird Tours representative, avoid engaging in debates or arguments with customers or in
their presence.

We suggest customers tip our guides at a rate of 10 EUR per person per day.

Guides should provide feedback to Firebird Tours after the tour. This includes noting any walking
difficulties among the tourists, unanticipated customer expectations, or requested program
changes not indicated in the original guide’s itinerary.

We ask guides to avoid canceling orders, as cancellations incur additional costs for Firebird
Tours. If you must cancel for personal or health reasons, please notify us as early as possible.
Repeated cancellations may result in a lower ranking or a block from future services. A lower rank
will reduce the number of tours available to you and the rates offered for future assignments.
If you must cancel, please recommend a replacement guide and notify us well in advance,
allowing us time to interview the replacement. If a suitable replacement acceptable to Firebird
Tours cannot be provided, cancellations made less than one business day before the tour will
incur a cancellation fee of 100% of the tour price. Cancellations made more than one business
day in advance will incur a 50% cancellation fee. Cancellations made 30 days in advance are
not subject to any cancellation fees.

We work with guide agencies, but all guides assigned by an agency must be registered in our
system. Agencies can register their guides directly and will receive payments for all services
provided by their guides.

Drivers and their operators are expected to maintain high professional standards, including
professional appearance, behavior, and ensuring that vehicles are safe, well-maintained, and
clean.