Can tourism complaints be lodged with the Consumer Association and the Tourism Quality Supervision Bureau at the same time?

Travel Complaint Guide:

Travel - Choosing a good travel agency is the most important

When traveling, you must choose a travel agency approved by the tourism administration department to ensure the safety of your trip. Pleasant and safe.

Regular travel agencies should obtain the "Travel Agency Business License" issued by the tourism administrative department and the "Business License" issued by the industrial and commercial administrative department, and the scope of tourism business must be strictly approved; Chinese citizens traveling abroad The tour is franchised by the state and must be stated in the business license, otherwise it will be counterfeit.

At present, travel agencies engaged in tourism business in my country are divided into international travel agencies and domestic travel agencies. International travel agencies are mainly responsible for organizing and receiving foreigners to travel to China; a small number of these international travel agencies have been approved by the National Tourism Administration to operate outbound tourism business for Chinese citizens. It is illegal to undertake outbound tourism business without approval. The business scope of domestic travel agencies is limited to domestic tourism business.

How tourists can protect their rights and interests

First, when choosing travel destinations, don’t just focus on famous attractions and hotspots. Before traveling, pay more attention to the information released by the tourism administration department, choose some newly developed scenic spots, and follow some new combinations of routes with the group, which will be more rewarding.

Secondly, if you want to avoid wasting money and get value for money, you'd better do this first: find a regular travel agency, take a bus with the word "tour" in it, and go to open scenic spots.

Third, learn to sign contracts to protect your own interests from infringement. According to the consumption characteristics of tourism, where you pay first and hit the road later, travel contracts naturally become a talisman for tourists. Tourists must sign a contract with a travel agency before traveling. In the contract, the number of tourist attractions, tour guide service standards, etc. must be clarified, and the responsibilities and obligations of the travel agency must be clarified. In future trips, both parties must fulfill their commitments in accordance with the contract. If the travel agency does not act in accordance with the contract, such as changing the hotel star rating, lowering the dining standards, etc., tourists must truly record the fact of the breach of contract and the consequences so that they can complain to the tourism quality supervision and management department in the future. On the contrary, any changes in the tourist agreement, such as temporary departure from the group, return, etc., must be notified to the travel agency in advance and a written agreement must be reached.

Fourth, be careful when shopping and don’t spend money on traps. Shopping is one of the six elements of tourism, and traveling for shopping can bring more fun to tourists. However, tourists must tailor their shopping. In particular, the prices of products in tourist areas are generally higher than those in ordinary stores. It is recommended that tourists purchase some low-value but distinctive souvenirs, which can not only satisfy their shopping desires, but also leave a good memory for themselves.

Fifth, if safety problems occur during travel, you should go to the local public security department or tourism administrative department to resolve them as soon as possible.

When the legitimate rights and interests of tourists are infringed, can you think of picking up the "weapon" in your hand to complain

Generally speaking, when a travel dispute occurs, you can first communicate with the travel agency, Solve the problem through negotiation; if negotiation fails, complain to the tourism quality supervision and management department or consumer association, or file a lawsuit with the People's Court. Consumer associations and tourism quality supervision departments will no longer accept cases where tourists have filed lawsuits with the court and have been accepted by the court.

When tourists encounter tourism service quality problems during travel and their legitimate rights and interests are damaged, they can immediately go to the local tourism quality supervision and management department to complain; if the tourists have returned from their trip, they can go to the tourism quality department where the tour group is located Submit a complaint to the supervisory and administrative department.

Learning to “complain” as a way to “nip problems in the bud” will also better enhance consumers’ awareness of regulations and improve the quality of tourism services.

How to write a complaint

According to the "Interim Provisions on Tourism Complaints" promulgated by the National Tourism Administration, writing a complaint should reflect the situation in a truthful manner. Specifically, a complete The complaint should include the following parts:

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

2. Name, address, and contact number of the person complained against.

3. Facts and reasons for the complaint.

4. Specific compensation requirements.

5. Evidence related to the facts, such as contracts, tickets, air tickets, vouchers, invoices, etc.

In addition, the complainant should submit copies of the complaint in proportion to the number of persons complained against and provide new evidence during the complaint process in accordance with the law.

What types of harmful behaviors can complainants complain about?

1. Thinking that the tourism operator has not fulfilled the contract or agreement;

2. Thinking that the tourism operator has not provided tourism services with consistent price and quality;

3. , believe that the travel operator intentionally or negligently caused the complainant's luggage to be damaged or lost;

4. believe that the travel operator intentionally or negligently caused the complainant's personal injury;

5. The tourism operator defrauds the complainant and damages the interests of the complainant;

6. The employees of the tourism operation unit privately accept kickbacks and ask for tips; 7. Other damages to the interests of the complainant.

Time Limitation of Tourism Complaints

Understanding the regulations on the time limit for tourism complaints will help complainants file complaints in a timely manner and protect their legitimate rights and interests; it will also help the accepting agencies to accept and handle complaints in a timely manner . The "Interim Regulations on Tourism Complaints" promulgated and implemented by the National Tourism Administration stipulates the following statutes of limitations:

1. Complaint statute of limitations: The validity period of complaints to the tourism complaint management agency to protect legitimate rights and interests is 60 days. The statute of limitations for complaints is 60 days. Counting from the time when the complainant knew or should have known that his rights had been infringed, if there are special circumstances, the tourism complaint management agency may extend the validity period of the complaint.

2. Time limit for acceptance: When the complaint management agency receives a complaint or oral complaint, after review, it shall make a decision on whether to accept the complaint within 7 days. If it does not accept the complaint, the reasons shall be stated.

3. Time limit for response: After the 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 30 days from the date of receipt of the notice.

Other complaint methods

In 2011, many complaint platforms focusing on tourism complaints appeared on the Internet, usually products developed by online media, such as the People's Daily Online Travel 3·15 Complaint Platform etc.[1], such platforms often help tourists safeguard their rights through media exposure. The more influential the media, the greater the intensity of complaint resolution.

The "Tourism Law" was promulgated

On April 25, 2013, the second meeting of the Standing Committee of the Twelfth National People's Congress voted to adopt the "Tourism Law of the People's Republic of China" 》. Today, with the rapid development of the tourism industry, it is the right time to introduce such a comprehensive law that regulates tourism activities, promotes tourism development, and clarifies the rules of the tourism market. [2]

The Four Highlights of the "Tourism Law"

Putting people first to protect tourists' rights

The issue of tourists' rights is that the "Tourism Law" is a comprehensive national The foundation of Dafa is the subject of rights in the Tourism Law, and it is a concentrated expression of the people-oriented concept.

Pay equal attention to civil norms and administrative norms

In accordance with the requirements of the market economy and the rule of law, this law clarifies and refines the rights and obligations among tourism market entities, and establishes and improves unified tourism services Standards and market rules for honest, fair and orderly competition, focusing on solving the problem of departmental, industry and regional segmentation in tourism resources and their operation and management, and striving to achieve government public service and supervision, industry organization self-discipline and enterprise autonomy in accordance with the law Organic unity of operations.

A comprehensive law that meets the characteristics and development needs of the industry

This law integrates all elements of the tourism industry and the entire chain of tourism activities, and establishes a system of government coordination, departmental responsibility, sharing and cooperation. The tourism comprehensive coordination, market supervision, complaint handling and other systems cover legal norms of different natures in promotion (economic law), management (administrative law) and civil (contract).

Government of tourism in accordance with the law to better protect the rights and interests of tourism and leisure

With the promulgation of the "Tourism Law", China's tourism industry will fully enter a new era of law-based and law-based tourism. Chinese national tourism Leisure rights and interests will be better protected.