Traditional Culture Encyclopedia - Travel guide - What is the domestic tourist reception service standard of travel agencies?

What is the domestic tourist reception service standard of travel agencies?

Scope of domestic travel service specification of travel agencies 1

This standard stipulates the service quality requirements that travel agencies should have when organizing domestic tourism activities.

This standard is applicable to domestic tourism business provided by People's Republic of China (PRC) and domestic travel agencies.

2 normative reference documents

The following documents are essential for the application of this document. For dated reference documents, only dated version is applicable to this document. For undated reference documents, the latest version (including all revisions) is applicable to this document.

GB/T15971-2010 Guide Service Specification

GB/T 16766 basic tourism terms

GB/T 26359-20 10 tourist bus facilities and service specifications.

LB/T 008-20 1 1 general service rules of travel agencies

3 Terms and definitions

The definitions in GB/T/KOOC-0/597/KOOC-0/-20/KOOC-0/0, GB/T/KOOC-0/6766 and LB/T008-20/KOOC-0/and the following terms and definitions apply to this document.

3. 1

Tourists, tourists.

Demanders and recipients of domestic tourism services; Include tour groups or tourists. (The following are all based on? Tourists? Expression)

3.2

Travel service of travel agency

An enterprise legal person engaged in soliciting, organizing and receiving tourists, providing relevant tourism services for tourists and developing domestic tourism business.

3.3

tour operators

A travel agency that attracts and organizes domestic tourists and provides full travel services for domestic tourists.

3.4

Local operator of reception institution

Accept the entrustment of tour groups, implement the reception plan of tour groups, and arrange tourists to visit local travel agencies.

3.5

Tour operators

Travel agencies that attract, organize and receive tourists and provide related services, including package tours and reception agencies.

3.6

Travel assistance service provider

In the process of tourism service, the specific service providers include but are not limited to tourist attractions, restaurants, hotels, shops, railways, automobile companies, shipping companies, airlines and other related reception units.

Note: When the reception agency serves tourists as the operating unit of the package tour agency, it is regarded as the tourism auxiliary service provider of the package tour agency.

3.7

Domestic tourism business

Travel agencies attract, organize and receive Chinese mainland residents to travel outside Hongkong, Macau and Taiwan Province Province.

3.8

Domestic team tourism

Travel agencies are responsible for organizing tourism teams, sending their tourists or tourist groups from different places to domestic cities or tourist attractions, and providing tourists with comprehensive tourism services such as booking tickets, transportation, catering, accommodation, sightseeing and tour guides in person or by entrusting tourism auxiliary service providers.

3.9

Team tourism products

Group tour routes or projects with tourist attractions, tourist facilities and planning arrangements as the main elements sold by travel agencies, as well as ancillary services attached thereto.

3. 10

Free travel and self-help tour

Travel agencies design and purchase in advance, or according to the requirements of tourists, travel agencies provide tourists with one or more alternative forms of tourism, such as booking tickets, transportation, catering, accommodation, sightseeing, tour guides, etc., and tourists arrange their own tours.

3. 1 1

E-commerce

Travel agencies provide tourists with travel advice and sales forms of tourism products based on the Internet.

3. 12

Entrusted agent sales travel agency sales.

Travel agencies entrust other travel agencies to attract domestic tourists within their business scope. The travel agency that puts forward the entrustment is the entrustment agency, and the travel agency that accepts the entrustment is the agency.

3. 13

tour guide

Persons who meet the statutory post qualifications, accept the appointment of travel agencies, and directly provide tour guides, explanations and related tourism services for tourists.

Note: Including full-time accompanying tour guides and destination accompanying tour guides.

3. 14

Accompany the tour guide throughout the country.

Tour leader

According to the contract, the package travel agency will be appointed as its representative to provide the tourists with a full-time escort service, and coordinate, contact and supervise the work of the reception agency and the destination accompanying tour guide.

3. 15

Local guide, destination guide

Local guide

According to the contract, a tour guide who is appointed by the reception agency to implement the travel itinerary reception plan on behalf of the reception agency and provide tour guide services for tourists.

Four basic principles

Travel agencies should follow the principles of equality, voluntariness, honesty and credit, safety first and active assistance in providing services, abide by laws and regulations, perform contracts and follow social ethics.

5 domestic tourism products

5. 1 domestic team tourism products

5. 1. 1 product description

5. 1. 1. 1 content requirements

Domestic group tourism products should have a product description, which should not only meet the relevant requirements in Article 5.3. 1 of LB/T 008-2065438, but also include the following contents:

A) The starting point, passing place and destination of the travel itinerary;

B) The specific contents and time of travel projects arranged by travel agencies;

C) Time and frequency of tourists' free activities.

5. 1. 1.2 uncertainties

The uncertain elements in the product description shall comply with the relevant requirements of Article 5.3.2 in LB/T 008-20 1 1.

5. 1. 1.3 expression requirements

The product description shall:

A) It is easy for tourists to understand, and try to avoid using technical terms, dialects and other terms that are easy to cause ambiguity and misunderstanding;

B) Objectively introduce the real names and situations of tourist attractions and projects, and avoid over-exaggeration;

C) Significantly indicate the special precautions for tourists by eye-catching means (such as increasing font size and bold font, etc.). ).

5. 1.2 design requirements

In addition to meeting the requirements of Article 5.4 of LB/T 008-201/KLOC-0, the design requirements shall also:

A) Highlight the theme and characteristics of the series;

B) Rational allocation and combination of tourism resources;

C) is achievable.

5.2 domestic free travel service

5.2. 1 The content of domestic free travel service shall be agreed by the travel agency and tourists in the contract.

5.2.2 The uncertain elements, manifestations and design requirements of domestic free travel service shall also meet the requirements of 5. 1. 1.2, 5. 1. 1.3 and 5. 1.2.

6 product promotion

6. 1 When promoting domestic tourism products, travel agencies shall:

A) Comply with laws and regulations, departmental rules, national and industrial standards;

B) Publish true, objective, detailed and accurate advertisements and promotional materials, and do not make false propaganda to mislead consumers;

C) For promotion through qualified media and platforms, pictures, articles, audio and video with legal sources and authorization shall be used, and the publication, printing and distribution of product advertisements and promotional materials shall comply with laws and regulations.

6.2 Relevant factors such as target customer group, information coverage, information validity period and corporate image establishment should be considered in promotion.

7 sales service

7. 1 sales method

7. 1. 1 Sales methods of domestic tourism products, including but not limited to store sales, internet sales and agency sales.

7. 1.2 Within the scope permitted by laws and regulations, travel agencies can sell tourism products in different ways and constantly innovate their sales methods.

7.2 Store sales

The operating environment and sales staff of the retail department shall comply with the relevant requirements in articles 6. 1 lb/t008-201and 6.2.

7.3 Internet sales

7.3. 1 Promote travel agencies to sell tourism products through the Internet.

7.3.2 Travel agencies sell tourism products through the Internet:

A) The website shall be licensed or registered with business qualifications, and the name, legal representative, license number and business scope of the travel agency, as well as the complaint telephone number of the original licensed tourism administrative department shall be indicated on the homepage of the website;

B) The information provided shall comply with laws and regulations and the requirements in Chapters 5 and 6 of this standard.

7.3.3 Travel agencies selling tourism products through the Internet shall provide:

A) Effective contact information or online customer service;

B) Clear use paths for website registration, browsing, reservation, registration, payment and cancellation;

C) Website user guide and help.

7.3.4 Travel agencies can make agreements, sign contracts and pay travel expenses with tourists through the Internet or non-Internet.

7.4 Entrusted agent sales

7.4. 1 The entrusted agency shall provide the agency with tourism products that meet the requirements of Chapter V of this standard and provide tourism services that meet the requirements of this standard.

7.4.2 The entrusted agency shall sign an agency contract with the agency, stipulating the content, form, agency fee and payment method, rights and obligations of both parties, liability for breach of contract, etc. If the agency is entrusted, it shall also issue a power of attorney to the agency, and report it to the entrusted agency and the tourism administrative department of the agency for the record. The Power of Attorney for Entrustment Collection shall specify the name of the entrusting agency and agency, the specific content of entrustment collection, the entrustment period, the style and specifications, and shall be easy to place and understand, and pay attention to preventing forgery.

7.4.3 The entrusting agency may entrust the following matters to the agency:

A) attract public attention;

B) Providing travel itinerary consultation for tourists;

C) Sign travel contracts with tourists;

D) collecting travel expenses;

E) Inform tourists of their itinerary.

7.4.4 When an agency accepts entrustment to engage in agency solicitation activities, it shall place the Power of Attorney for Entrustment Solicitation, together with the license and business license, in a prominent position in its business premises, and clearly state that it is agency solicitation. All promotional materials, advertisements, itinerary and route planning materials must be marked with the name of the entrusted agency and the name of the entrusted agency, and tourists and the public shall not be intentionally concealed or misled. The agency shall indicate the license number, address and contact information. Relevant materials of the entrusted agency.

7.4.5 When signing a travel contract with tourists, a travel agency may use the contract and seal of the entrusted travel agency, or use the contract and seal of the entrusted travel agency to affix the seal of the travel agency. The name and address of the agency, if the agency's seal is affixed by the agency contract. Entrustment seal? Words.

7.5 Providing consulting services

No matter what sales method is adopted, when providing consulting services, sales personnel should:

A) Provide effective information on tourism products to tourists, actively prompt and guide tourists and provide consultation;

B) If it does not meet the requirements of tourists for the time being, advise and guide tourists to choose other products, or record the information and travel needs of consulting tourists and incorporate them into the sales opportunity management;

C) For unclear and unknown products and information, tourists should be given an accurate answer after understanding and confirmation.

7.6 Accept visitors' registration

When accepting the registration of tourists, the sales staff shall not only meet the requirements of Article 6.5 of LB/T 008-20 1 1, but also:

A) Accurately inform tourists of the information requirements for handling travel procedures, carefully examine the travel documents and related materials and articles submitted by tourists, and ensure that they meet the formal requirements of travel-related procedures; Tourists who take out travel accident insurance shall also ensure that they meet the formal requirements of travel accident insurance;

B) Pay attention to the special requirements put forward by tourists (accommodation requirements, religious beliefs, eating habits, etc.). ) to ensure that the requirements of tourists are within the scope of service provision of tour operators;

C) Emphasize what tourists should know about the contract, especially supplementary agreements, exemption clauses and special agreements;

D) Explain to tourists the restrictions on quotation, the requirements for the number of people who form a group, and the relevant agreements on not forming a group;

E) When handing over the tour information of the tour group with tourists, you should fill in the information handover documents and improve the handover procedures;

F) Timely and accurately convey the special requirements and commitments of tourists to relevant work links.

7.7 signing and management of tourism contracts

7.7. 1 contents of travel contract

Domestic tourism contracts shall include the following contents:

(1) The name, business scope, address, telephone number and business license number of the travel agency;

B) Name and contact number of the travel agency;

C) Place and date of signing the contract;

D) The starting point, passing place and destination of the tour itinerary;

E) Arrangements and standards for transportation, accommodation and catering services during the travel itinerary;

F) The specific contents and time of travel projects arranged by travel agencies;

G) Time and frequency of tourists' free activities;

H) Travel expenses and payment methods that tourists should pay;

I) The number of shopping trips arranged by the travel agency, the length of stay and the name of the shopping place;

J) Tourism items and prices that require tourists to pay separately;

K) Conditions for dissolving or changing the contract and time limit for advance notice;

L) Default dispute settlement mechanism and its responsibilities;

M) Telephone numbers for tourism service supervision and complaints;

N) Other contents agreed by both parties.

7.7.2 Signing requirements

When signing a domestic tourism contract with a tourist, a travel agency shall meet the following requirements:

A) clear handwriting and accurate expression of meaning;

B) Personal information of tourists is provided or filled in by tourists (such as physical condition, etc.). );

C) If the tourist is a minor, the travel agency shall sign a contract with the guardian of the tourist.

7.7.3 Archive management of contract data

Domestic travel contracts signed by travel agencies and tourists and documents collected by tourists shall be kept for at least two years.

Information security of tourists

Travel agencies should take security measures to prevent information leakage of personal information provided by tourists due to signing travel contracts.

8. Organizing and managing domestic tourism services

8. 1 Preparation before departure

Before the tourists leave, the travel agency should:

A) Providing domestic tourism products, sales services and choosing tourism auxiliary services to tourists according to the requirements of Chapters 5, 7 and 9 of this standard;

B) Communicate and negotiate with tourists in time when tourism products change;

C) Confirm the final reception plan in writing with the tourism auxiliary service provider according to the contract and registration (including tourist list, housing arrangement and special requirements, etc.). ) and make records;

D) Issue the unclear elements in the product description to tourists, and inform them of the purpose of travel, the specific contact information of local contacts and emergency measures.

8.2 Contract performance and dispute settlement

The performance of the contract and the settlement of disputes shall comply with the relevant requirements in Article 7.2.4 of LB/T 008-201/KLOC-0.

8.3 Handling and supervision of special/emergency events and improvement of service quality

The handling of special/emergency situations and the supervision and improvement of service quality shall meet the requirements of Chapters 1 1 and 12 of this standard.

9. Selection and management of tourism auxiliary service providers

9. 1 Choose a tourism support service provider

9. 1. 1 Tourism operators shall choose tourism auxiliary service providers that meet the following requirements:

A) All selected tourism auxiliary service providers shall meet the following requirements:

1) Comply with the requirements of laws, regulations and industry management regulations, and have legal qualifications and licenses;

2) No quality problems and potential safety hazards;

(three) business philosophy, business ability, equipment and facilities and staffing can meet the requirements of tourism operators' procurement plans and service quality;

4) Have a good reputation and performance.

B) The selected reception travel agency shall meet the requirements of Article 7.3 of LB/T 008-201KLOC-0, and can provide the services agreed by the package travel agency and tourists. At the same time, the reception agency shall also meet the relevant requirements of Chapter 9 of this standard when selecting the tourism auxiliary service provider on its behalf.

9. 1.2 Travel agencies can choose domestic independent travel service providers according to tourists' designation.

9. 1.3 After selecting a tourism auxiliary service provider, a tourism operator shall sign a written agreement with the tourism auxiliary service provider to stipulate the following matters:

A) Specifications and names of both parties;

B) Contacts and contact information of both parties;

C) Tourism auxiliary service providers should provide specific service contents and service standards to tour operators;

D) settlement method;

E) Procedures for handling emergencies, service quality and safety accidents;

F) Conditions for dissolving or changing the contract and time limit for advance notice;

G) the dispute settlement mechanism for breach of contract and the responsibilities to be borne;

H) Other contents agreed by both parties.

9.2 Supervision and evaluation of tourism auxiliary service providers

Tourism operators supervise and evaluate tourism auxiliary service providers in the following forms:

A) establishing a communication system;

B) Establish the credit files of tourism auxiliary service providers;

C) Establish an evaluation system for tourism auxiliary service providers, evaluate them regularly and update them according to the evaluation results;

D) Establish a tourism complaint record system for tourism auxiliary service providers, and analyze and count the contents of the complaint record;

E) Establish the reward and punishment measures and elimination system for tourism auxiliary service providers;

F) Organize the training of tourism auxiliary service personnel according to the actual situation and needs;

G) Relevant records shall be kept.

10 tourist reception service

10. 1 catering reception service

10. 1. 1 The travel agency shall strictly implement the catering standards agreed in the contract.

10. 1.2 Implement the special catering needs of tourists confirmed by travel agencies.

10.2 Accommodation reception service

10.2. 1 The travel agency arranges accommodation according to the contract.

10.2.2 hotels should have necessary facilities and safety measures to ensure the personal and property safety of tourists.

10.3 Transportation reception service

10.3. 1 The travel agency shall provide transportation services according to the contract.

10.3.2 driver service shall comply with the requirements of chapters 6 and 7 of GB/T 26359-20 10.

10.4 tourist reception service

10.4. 1 The travel agency shall arrange sightseeing activities according to the contract. Without the written consent of tourists, tourism projects shall not be increased or decreased.

10.4.2 tourist reception services provided by tour guides shall meet the requirements of chapter 5 of GB/T15971-2010.

10.5 tour guide service

10.5. 1 The basic quality and service of tour guides should meet the requirements of Chapter 4 and Chapter 5 of GB/T15971-2010.

10.5.2 each tourist bus of the travel agency shall be equipped with at least 1 tour guide.

10.5.3 If tourists have special circumstances, the travel agency should appropriately increase the number of tour guides.

1 1 special/emergency treatment

1 1. 1 emergency handling mechanism

Travel agencies shall, in accordance with the requirements of Article 7.5 of LB/T 008-201/KLOC-0 on emergency handling, establish a complete mechanism of emergency type, level, organization and division of labor, initiation and handling, information release and aftermath handling.

1 1.2 Special/emergency treatment for domestic team travel

1 1.2. 1 Travel agencies and related personnel should:

A) Protect the personal and property safety of tourists;

B) Call the police for medical treatment in time, report to the travel agency and notify the family members of the parties concerned;

C) Those who are insured with travel agency liability insurance or travel accident insurance shall report the case in time;

D) appease the emotions of the parties;

E) Make proper arrangements for other tourists;

F) Keep the evidence properly and try to obtain written evidence;

G) do a good job in the aftermath;

H) Investigate or assist in investigating the responsibilities of relevant responsible persons;

I) summarize and file.

1 1.2.2 If the route or itinerary changes, tourists' certificates or articles are lost, their luggage is lost or damaged, tourists are injured, dying, natural disasters and riots, reception disputes, etc. , should be handled according to the requirements of appendix A of GB/T15971-2010.

1 1.3 Special/emergency treatment for domestic free travel

1 1.3. 1 In case of special/unexpected situations in domestic free travel, travel agencies should refer to the principle of handling special/unexpected situations in domestic group travel to assist and guide tourists to deal with them in a timely and proper manner.

1 1.3.2 If the service items agreed by the travel agency and tourists do not meet the contract standards, the travel agency shall take measures to remedy them. If the tourism auxiliary service provider who provides services according to the contract damages the rights and interests of tourists, the travel agency shall assist tourists to recover from the tourism auxiliary service provider.

1 1.4 Update the training regularly.

Travel agencies should regularly update the emergency mechanism and conduct training.

12 supervision and improvement of service quality

Travel agencies shall supervise and improve the service quality according to the requirements of Article 8.3 of LB/T 008-201/KLOC-0, and shall:

A) Institutionalize the collection, feedback and processing of tourism service quality information;

B) Establish and improve the tourist information management system and after-sales service system. Travel agencies should collect the "Tourism Service Evaluation Form" filled out by tourists, pay a return visit to tourists and actively solicit opinions and suggestions from tourists;

C) Establish a quality complaint management system, set up a special quality complaint management institution and complaint telephone number and announce them to tourists;

D) Handle complaints quickly and effectively, establish complaint files, and record the feedback information and processing results of tourists;

E) Regularly analyze the causes and weak links of tourists' complaints, find out the root causes of existing or potential quality problems, take corrective or preventive measures to eliminate the root causes, and follow up the improvement.

The Tourism Law of the People's Republic of China (hereinafter referred to as the Tourism Law), the legal norm of travel agencies, has been officially implemented for half a year since 20131kloc-0/. Judging from the market situation, it has played a great role in regulating the operation of travel agencies, and the number of complaints from tourists has dropped significantly. At the beginning of the implementation of the Tourism Law, some irregular travel agencies were eliminated. At present, travel agencies that have passed the adaptation period are gradually changing their business methods and trying to introduce more personalized products and services.

After the implementation of "Tourism Law", the way that travel agencies used to attract customers only by low prices has been unable to adapt to the new situation. In order to survive in the market, travel agencies must change their profit model and introduce products and services that can better meet the needs of tourists.

The state encourages enterprises to develop travel agencies? Go out? The policy was gradually improved. In March 2009, the Ministry of Commerce promulgated the Measures for the Administration of Overseas Investment, which greatly simplified the approval process of overseas investment and gave enterprises more policy encouragement. For small and medium-sized enterprises, China has established? International market development fund for SMEs? , built an overseas economic and trade cooperation zone platform for small and medium-sized enterprises, and also introduced an overseas M&A policy. In addition, the tourism authorities also cooperate with the Ministry of Commerce, the Ministry of Finance, the State Administration of Foreign Exchange and the China Banking Regulatory Commission to guide and promote overseas investment by China tourism enterprises.

At present, China? Go out? The business of China's tourism enterprises continues to expand, including travel agencies, restaurants, restaurants, scenic spots and so on, and the trend of diversification is obvious. The business scope has been continuously expanded, covering more than 30 countries and regions in Asia, Africa, Europe, North America, South America and Oceania.

Although some tourism enterprises in China have a certain scale and capital strength, compared with developed countries and even developing countries such as India, the degree of internationalization of tourism enterprises in China is still very low, and their core competitiveness is not strong.

The degree of internationalization of tourism in China is low, which is manifested in the lack of corporate brands with high market recognition, leading international know-how and advanced management capabilities, failure to form their own intellectual property rights and build their own core competitive advantages, and lack of innovative capabilities such as business model and product development. The bottleneck of insufficient international market knowledge and international talent reserve, especially the shortage of talents in cross-border mergers and acquisitions of tourism enterprises; Their market positioning and product positioning are vague, and their demand for overseas investment is often unclear; There is a big gap between China tourism enterprises and international tourism groups in the development of core products and the construction of distribution system.