Regulations of Sichuan Province on the Administration of Tourism Service Quality

Article 1 In order to improve the quality of tourism services, standardize the order of the tourism market, protect the legitimate rights and interests of tourists and tour operators, and promote the sustained, rapid and healthy development of the tourism industry, these Regulations are formulated in accordance with the relevant laws and regulations of the state and the actual situation in Sichuan. Article 2 Those engaged in tourism management, tourism activities and tourism management within the administrative area of Sichuan Province shall abide by these regulations. Article 3 The term "tourism service quality" as mentioned in these Regulations means that the services provided by tourism operators meet the national standards, industry standards or contractual stipulations. Fourth tourism administrative departments of the people's governments at or above the county level shall be responsible for the supervision and management of the quality of tourism services within their respective administrative areas. Other relevant administrative departments and scenic spot management institutions shall, according to their respective responsibilities, do a good job in the supervision and management of tourism service quality in conjunction with the tourism administrative departments. Fifth tourism administrative departments shall establish and improve the tourism complaint system in accordance with the principles of openness and convenience.

Tourism administrative departments and other relevant departments shall handle tourism complaints in a timely manner in accordance with the relevant provisions of the state and the province. Complaints that do not fall within the scope of their duties shall be transferred to the relevant departments within 5 days from the date of receipt, and the complainant shall be informed. Sixth tour operators should establish and improve the internal service quality management system, strengthen the legal education, professional ethics education and vocational skills training in tourism professionals, implement the internal service quality assessment and supervision and inspection system, and seriously deal with tourists' complaints.

Tourism operators shall, in accordance with their respective responsibilities, strengthen the maintenance of tourism facilities and equipment to ensure safety.

Tourism operators shall disclose the service items and charging standards. Article 7 Before taking up his post, tourism professionals shall obtain the professional qualification certificate and the corresponding qualification certificate of the post and type of work stipulated by the state.

Tourism professionals shall not forge, alter, buy, sell or lend qualification certificates. Article 8 When organizing tours, travel agencies shall provide tourists with real tourism information, sign written travel contracts with tourists, and arrange qualified tour operators to provide services that meet the agreed or prescribed standards. Ninth travel agencies in the province to organize the reception of Sichuan tourism team, should be issued to the tourists in line with the contract before the departure of the team operation schedule. The team's operation schedule should specify the names of scenic spots, shopping places, hotels and restaurants, housing standards and self-funded projects visited by the team every day.

The travel agency shall issue a tourism service quality evaluation form to the tourists. Article 10 When a travel agency merges with a tourism team, it shall obtain the written consent of the tourists and confirm the price and service standard to the tourists in writing.

If the original contract amount is higher than the lowest contract price 15% of the same service standard of the same team after the merger, the difference will be returned to the tourists. Eleventh travel agencies should arrange shopping places according to the team operation plan. If the goods purchased by tourists in the shopping places arranged by the operation plan are fake and shoddy goods, the travel agency shall assist tourists to return them or claim compensation. Twelfth travel agencies need to change the contract and team operation plan due to force majeure, it shall promptly explain to the tourists; If a tourist raises an objection, the travel agency shall provide relevant certificates. Therefore, if the service items are reduced, the travel agency shall refund the corresponding fees.

If the travel agency fails to perform the contract due to its fault, it shall bear the corresponding liability for breach of contract according to law or in accordance with the agreement; If losses are caused to tourists, compensation shall be made according to law. Article 13 If the travel itinerary is delayed due to the fault of the travel agency, the travel agency shall obtain the written consent of the tourists, continue to perform the contract, and pay the accommodation and other necessary expenses during the delay and the liquidated damages agreed in the contract; If the tourists request to cancel the contract and stop the tour, the travel agency shall arrange for the tourists to return to the assembly place, refund the unfinished travel expenses, compensate the tourists for their direct economic losses and pay the liquidated damages agreed in the contract. Fourteenth tourists leave the team due to the fault of the tour guide during the tour, the travel agency shall bear the accommodation and other necessary expenses during the period of tourists leaving the team, and pay a penalty equivalent to 30% of the travel expenses. Fifteenth travel agencies to handle the formalities required by tourists, should properly keep all kinds of documents of tourists. If it is lost or damaged, the travel agency shall immediately reissue it, and bear the replacement cost. If it causes direct losses to tourists, it shall be liable for compensation. Article 16 Travel agencies shall keep travel contracts, transportation contracts, reservation contracts, combined team contracts, insurance contracts, team operation plans and tourism service quality evaluation forms as tourism business files, and accept the supervision and inspection of tourism administrative departments. Article 17 If a travel agency organizes a domestic tourism team with more than 15 people, it shall arrange a tour guide to accompany it throughout. If both parties agree not to arrange full-time accompanying tour guides, the travel agency shall properly arrange the specific contact information and emergency measures of the tourist destination. Article 18 A travel agency that temporarily uses a tour guide service unit or a tour guide of other travel agencies shall sign a written loan contract with the unit where the tour guide works or the travel agency, and bear the legal responsibilities arising from the tour guide business activities during the loan period. Article 19 A scoring management system shall be implemented for tour guides. Tour guides who violate the relevant provisions of the state or province shall be punished and dealt with by the tourism administrative department.

When the differences between the tour guide and the tourists on the matters in the contract cannot be resolved, the tour guide shall negotiate with the travel agency in time, and shall not directly conflict with the tourists or suspend the tour guide service.