How does Jidu handle tourism complaints?

Tourism is an industry that involves both production and consumption, so the timeliness requirements for handling complaints are higher. The first step is to fully receive and understand the guest’s complaints, and then understand the real situation through channels, and respond accordingly Resolved in a reasonable manner. Taking domestic tourism as an example, we will not go into details about the specific work content of group planning, dedicated line planning, and ground connection planning. Furthermore, if customers and teams are separated, large-scale complaints from individual travelers and team complaints must be dealt with holistically. To solve the problem, individual complaints should be resolved individually, and the group should handle the relationship with the team leader, because the team leader plays an important role in the team that cannot be underestimated. Housing, transportation, catering, attractions, itineraries, services, wherever there is a problem, just click on it. You must also pay attention to the overall consideration and try to protect the interests of the travel agency.

Give me an example

First, several college students signed up for a group trip to Phoenix, Hunan. We were a group club, but it happened to be a heavy rain there and the trains were suspended. , those students were stranded, and they didn’t bring much money. Then the parents started to make trouble, saying that we shouldn’t take in the children. What should we do if something goes wrong? You must send someone to pick them up...

I said that I completely understand the worries of parents, and we will do everything we can to ensure the safety of our guests. However, they are over 18 years old and legally have full capacity for civil conduct. There is no illegal admission on our part. The sudden heavy rain and train suspension are force majeure factors. We have arranged for the company to pick them up and book a hotel for them to settle down as soon as possible. , train tickets will be changed as soon as possible according to the station's arrangements, and you can go home or continue playing on the subsequent itinerary. We will temporarily pay these fees in advance, ensure their safety and normal food and accommodation, and then calculate the repayment for everyone.

What I want to say here is that when faced with accusations and abuses from guests, you must remain calm, neither humble nor arrogant, and resolve matters with reason and evidence.

Finally, I hope that no one will encounter unscrupulous guests who deliberately make trouble, and there will be world peace!