Service provision requirements for outbound travel service quality of travel agencies

The travel agency should provide outbound travel services under controlled conditions to ensure the accuracy of the service process. To this end, the travel agency should:

a) conduct inspection and recheck when the next working procedure is handed over from the previous working procedure to make sure that it is correct;

b) ensure that its staff meet the required qualification requirements and have the necessary capabilities to realize outbound tourism services, so as to prove its quality assurance capability and performance capability in the service process;

c) Establish effective service supervision methods and organize their implementation;

d) provide work instructions for relevant processes;

e) provide appropriate training or other measures to make employees meet the specified qualification requirements and have the necessary abilities. 5.2.l service environment of outlets

the service environment of outlets shall meet the requirements of 5.6.1 in the Quality Requirements for Domestic Tourism Services of Travel Agencies (LB/T4).

5.2.2 Sales personnel

Sales personnel should:

a) abide by the job specifications of tourism professional ethics;

b) wear service marks and keep clothes clean;

c) be familiar with the tourism products and business operation procedures promoted;

d) Provide tourists with effective information on tourism products and provide them with advice on choosing tourism products;

e) Evaluate and review the tourists' requests for joining the tour group, so as to ensure that the accepted tourists' requests are within the service provision capacity of the tour group agency;

f) Explain to tourists/customers the restrictive conditions of the quoted price, such as the effective period of the quotation or the number of people;

g) The pricing and charging procedures are complete and the accounts are clear.

5.2.3 Sales Closing

After the sales closing, the sales staff should:

a) inform the tourists about the instructions for filling out the application form for outbound travel and the instructions for exchanging foreign exchange for outbound travel;

b) carefully examine the materials and articles submitted by tourists, and return them to tourists in time if they are not applicable or do not meet the requirements;

c) properly keep all kinds of materials and articles submitted by tourists at the time of registration, and the procedures for handover are clear;

d) signing outbound travel service contracts with tourists;

e) issue an invoice after collecting the travel expenses;

f) Remind tourists about matters needing attention and recommend travel accident insurance to tourists;

g) Timely and accurately deliver the evaluated tourists' requirements and commitments to relevant processes. 5.3.1 Certificate

The travel agency shall assist the tourists to apply for exit travel certificates in accordance with the contract. If a tourist has obtained a travel document, the travel agency should carefully check its validity period and keep it properly to ensure that the document is handed over and used in a controlled state.

5.3.2 Selection and management of overseas travel agencies

Travel agencies should select overseas travel agencies within the scope designated or recommended by the tourism department of the destination country/region and conduct evaluation, and those with good reputation and performance are preferred to ensure the stability of the quality of tourism products sold by the travel agencies.

the package tour agency shall sign a written package tour agreement with overseas package tour agencies as required.

the tour organizing agency shall regularly verify its performance ability and establish the reputation files of overseas tour organizing agencies.

5.3.3 tourist visa

the travel agency should apply for tourist visas for tourists according to the requirements of embassies and consulates in China, the destination country, and the agreement with tourists. The self-management visas submitted by tourists should be carefully examined when they are received.

5.3.4 implementation of the team plan

the tour organizing agency should implement the arrangements of the team plan with the relevant departments/units such as transportation, immigration authorities and pick-up agencies according to its commitments/agreements, tourist routes and the requirements of the evaluated tourists to ensure accuracy.

in the process of implementing the team plan, the package tour agency should promptly notify the tourists to replace/correct any inapplicable articles and materials.

the travel agency should have the confirmation information of the overseas reception agency's implementation plan, and keep its written records.

5.3.5 Pre-departure briefing

Before leaving the tour group, the tour organizing agency should hold a pre-departure briefing. At the meeting, the travel agency should:

a) explain to the tourists the relevant precautions for outbound travel, as well as foreign exchange matters and procedures;

b) issue outbound travel itinerary, team logo and tourism service quality evaluation form to tourists;

c) knowledge of relevant laws and regulations and the customs and habits of the destination countries;

d) explain in detail to tourists all kinds of situations that the package tour agency can't (completely) perform the agreement due to force majeure/uncontrollable factors, so as to gain the understanding of tourists.

the outbound travel itinerary should set out the following contents:

a) travel routes, time and scenic spots;

b) arrangement of transportation;

c) accommodation standards/grades;

d) shopping, entertainment arrangements and self-funded projects;

e) contact persons and contact information of the tour organizing agency and the tour receiving agency;

f) emergency contact information in case of emergency. 5.4.l General requirements

Outbound tourism teams should be equipped with team leaders.

domestic shuttle buses should meet the requirements of quality of service for tourist buses (LB/T2).

5.4.2 quality requirements for tour guides

the basic quality of tour guides should meet the requirements in chapter 5 of the quality of tour guide service (GB/T15971).

the tour leader should have a certain ability in English or the language of the destination country/region.

the tour leader should have some experience as a tour guide before taking up his post.

the team leader should earnestly perform the duties of the team leader, strictly abide by the discipline of foreign affairs, and have certain emergency handling ability.

5.4.3 requirements for tour guide service

5.4.3.1 general rules

the tour guide service shall meet the requirements in Chapter 3 and Chapter 4 of the Quality of Tour Guide Service (GB/T15971).

the tour leader should complete the travel itinerary plan according to the contract.

5.4.3.2 preparation before leaving the tour group

the tour leader should carefully check and check the information of the outbound tourism team handed over by the dispatcher.

note: outbound travel team information usually includes team list, entry-exit registration cards, customs declaration forms, travel documents, tourist visas/endorsements, traffic tickets, reception plans, contact address books, etc.

5.4.3.3 Entry-exit services

The tour leader should inform and distribute the tourist documents and customs clearance materials (such as entry-exit registration cards, customs declaration forms, etc.) that should be presented/submitted to the border inspection/immigration authorities at the port during customs clearance, and guide the team to go through customs clearance in turn.

submit the necessary team information (such as team list, group visa, entry-exit registration card, etc.) to the border inspection/immigration authorities at the port, and go through the necessary formalities.

the tour leader should actively complete the relevant procedures for the travel team to board the plane and check the luggage, and guide the team to board the plane on time.

during the flight, the tour leader should assist the crew to provide necessary help and services to tourists.

5.4.3.4 Travel and sightseeing service

The tour leader should provide reception services for tourists according to the contents and standards stipulated in the travel contract signed by the tour group agency and tourists, and urge the reception agency and its tour guides to fulfill the travel contract as agreed.

during the tour, the tour leader should actively assist local tour guides and provide necessary help and services for tourists.

5.4.4 handling of special circumstances

the travel agency should establish and improve emergency handling procedures and systems.

The tour leader should take active and effective measures to deal with the special situations of tourists in the course of traveling, such as accidents, casualties, blocked trips, lost or robbed property, and disease rescue, so as to safeguard the legitimate rights and interests of tourists.

if necessary, report to our local embassy or consulate and ask for help.