What do you need to know about travel complaints?

What you need to know about tourism complaints

What conditions should be met for vacation tourism complaints

Tourism complaints are a means for tourists to protect their legitimate interests and are a way for tourism management agencies to handle tourism For quality problems, according to the "Interim Regulations on Tourism Complaints" promulgated and implemented by the National Tourism Administration in 1991, complaints must meet the following conditions:

The complainant is a tourist or overseas travel agent who has a direct interest in the case , domestic tourism operators and practitioners.

There is a clear respondent, specific complaint request and factual basis.

The following tourism complaints fall within the scope of these regulations:

1. It is believed that the tourism operator does not perform the contract or agreement.

2. Thinking that tourism operators do not provide tourism services that are consistent in price and quality.

3. It is believed that the travel operator intentionally or negligently caused the complainant’s luggage to be damaged or lost.

4. It is believed that the tour operator intentionally or negligently caused personal injury to the complainant.

5. Thinking that the tourism operator defrauded the complainant and harmed the complainant’s interests.

6. Tourism operating units privately accept kickbacks and ask for tips.

How to write a complaint letter

According to the "Interim Provisions on Tourism Complaints" promulgated by the National Tourism Administration in 1991, when writing a complaint letter, the complaint should be based on the principle of authenticity and reflect the situation at ordinary times. Specifically, , a complete complaint should include the following parts:

The complainant’s name, gender, nationality, occupation, unit (group) name, address, and contact number.

The name, mailing address, and contact number of the person complained against.

The facts and reasons for the complaint.

Specific compensation requirements.

Proof materials related to the facts, such as contracts, faxes, air tickets, tickets, vouchers, invoices, etc.

Tourism Complaints Time Limitation

1. Complaint Time Limitation: The time limit for requesting accommodation from the tourism complaint agency for legitimate rights and interests is 60 days. The time limit for complaints begins when the complainant knows or should know that his rights have been infringed upon. , under special circumstances, the tourism complaint management agency may extend the statute of limitations for complaints.

2 Time limit for acceptance: After receiving a complaint or oral complaint, the complaint management agency shall make a decision within 7 days on whether to accept the complaint or not. If the complaint is not accepted, the reasons shall be stated.

3. Time limit for responding to complaints: After the tourism complaint management agency makes a decision to accept the complaint, it shall promptly notify the person complained against. The respondent shall make a written reply within 80 days from the date of receipt of the notice.

4. Time limit for applying for reconsideration: If the complainant or the respondent is dissatisfied with the handling decision or administrative penalty decision made by the tourism complaint management agency, he or she may apply to the tourism complaint management agency at the higher level of the handling agency within 15 days. Apply for reconsideration.