China Travel Tips - Complaint Issue:
We try our best to take care of every detail to guarantee your wonderful vacation with us, but we still develop the customer complaint system just in case that your legitimate rights are infringed and enable us to improve our services.
For us, what's a complaint?
We promise that our tour guides won't change the routes or travel items, nor will us add any items during the journey or allow any extra people or non registered tourists take their tour buses.
We promise to strengthen self-discipline among all our affiliated travel agencies and scenic spots, pay more attention to traffic safety and food sanitation and accept supervision of the customers and the government.
We promise that we will create a reasonable price to protect tourists' rights and interest while keeping a close watch over their demands.
We promise to provide a procedure for ensuring that all complaints about our services are dealt with in a satisfactory way and we ensure that we learn from any complaint.
So if you think your travel agency has failed to offer you appropriate service and equal price.
If you think your tour operator has failed to execute the agreed-upon contract
If you think your travel agency has caused bodily injury or property damage
If your tour guide or driver forces you to give tips or take kickbacks
If you determine that your interests have been infringed upon during your travels in China, you are entitled to put your complaint to the service provider at the first moment or just let us know, please feel free to contact our customer service center at or phone at +86-773-2621257, facsimile at +86-773-2621302 or email us service@chinaprivatetravel.com within 15 days upon the finish of your tour we promise to sort out your complaint as quickly and effectively as possible.
We can deal more effectively with your complaint if you tell us:
- What the complaint is about
- When it happened
- Who you dealt with
- The exact nature of the complaint, and the facts
- What you would like us to do to put things right
Our response to complaints
The staff member will discuss the complaint with you and try to resolve the matter as soon as you refer your complaint. If it can't be solved at once, a written record will be made in order to investigate the complaint further. You will then receive a letter within 15 working days (3 weeks) telling you what we have found and what we intend to do or advised what stage we are at and the anticipated timescale for completing the investigation. Again, once this is complete we will advise you of the outcome and what we intend to do.
At any stage during the investigation we may contact you for further information or clarification
.
What happens if you're still not satisfied with our response?
If you believe that your complaint has not been treated properly or fairly by us, or you remain dissatisfied, then you can contact the Tourism Quality Supervision and Management Offices in China in any of the following ways within 60 days from the time when you know or ought to know your benefits have been damaged:
CNTA (China National Tourism Administration)
Tel Fax Office Hours Postal Code
010-65275315 010-65201522/65122096 08:30-12:00;
14:30-17:00 100740
Address No. Jia 9, Jianguomennei Dajie, Beijing
Also, you can complain to the local "consumers' association". The following are the telephone numbers of "quality monitoring administration".
Anhui
Tel |
Fax |
Office Hours |
Postal Code |
0551-2821763 |
0551-2824001 |
08:30-11:30; 14:00-17:00 |
230061 |
Address |
No.4, Meishan Lu, Hefei |
Chongqing
Tel |
Fax |
Office Hours |
Postal Code |
023-63705525 |
023-3851448 |
09:00-12:00;13:30-17:30 |
400011 |
Address |
No.50, 90 Kan, Cangbai Lu, Chongqing |
Fujian
Tel |
Fax |
Office Hours |
Postal Code |
0591-7535640 |
0591-7538758 |
08:30-11:30;14:00-17:00 |
350001 |
Address |
No.1, Daying Jie, Dongda Lu, Fuzhou |
Gansu
Tel |
Fax |
Office Hours |
Postal Code |
0931-8826860 |
0931-8418443 |
08:30-11:30;14:00-17:00 |
730000 |
Address |
No.361, Tianshui Lu, Lanzhou |
Guangdong
Tel |
Fax |
Office Hours |
Postal Code |
020-86681163 |
020-86665039 |
08:30-17:00 |
510010 |
Address |
No.185, Huanshi Xi Lu, Guangzhou |
Guangxi
Tel |
Fax |
Office Hours |
Postal Code |
0771-2612216 |
0771-2801041 |
08:30-11:30;14:00-17:00 |
530012 |
Address |
No.40, Xinmin Lu, Nanning |
Guizhou
Tel |
Fax |
Office Hours |
Postal Code |
0851-6818436 |
0851-6892309 |
08:30-11:30;14:00-17:00 |
550001 |
Address |
No.346-5, Zhonghua Bei Lu, Guiyang (Inside the Guizhou Provincial Government Building) |
Hainan
Tel |
Fax |
Office Hours |
Postal Code |
0898-5358451 |
0898-5353074 |
08:30-11:30;14:00-17:00 |
570203 |
Address |
Room 606, Hainan Tourism Bureau Building, No.6, Haifu Lu, Haikou |
Hebei
Tel |
Fax |
Office Hours |
Postal Code |
0311-6014239/5814239 |
0311-6015368 |
09:00-11:30;14:30-17:30 |
050021 |
Address |
No.22, Yucai Jie, Shijiazhuang |
Heilongjiang
Tel |
Fax |
Office Hours |
Postal Code |
0451-2324162 |
0451-3630860 |
08:00-17:00 |
150001 |
Address |
No.4, Xida Zhi Jie, Nangang District, Harbin |
Henan
Tel |
Fax |
Office Hours |
Postal Code |
0371-5905110 |
0371-5955656 |
24 hours |
450003 |
Address |
No.16, Jinshui Dao, Zhengzhou |
Hong Kong
Tel (Group Tour) |
Tel (Private Tour) |
Office Hours |
00852-5081234 |
00852-9292222 |
08:00-18:00 |
Hubei
Tel |
Fax |
Office Hours |
Postal Code |
027-84818760 |
027-84822513 |
08:00-18:00 |
430050 |
Address |
Building 2, Qingshiqiao Residential Subdistricts, Hanyang District, Wuhan |
Hunan
Tel |
Fax |
Office Hours |
Postal Code |
0731-4717614 |
0731-4720348 |
24 hours |
410001 |
Address |
Wuli Pai, Tuanjie Lu, Changsha |
Inner Mongolia
Tel |
Fax |
Office Hours |
Postal Code |
0471-6282653 |
0471-668561 |
08:00-12:00;14:00-18:00 |
010055 |
Address |
No.1, Xinhua Jie, Hohhot |
Jiangsu
Tel |
Fax |
Office Hours |
Postal Code |
025-3301221 |
025-3328795 |
08:00-12:00;14:00-18:00 |
010055 |
Address |
No.255, Zhongshan Bei Lu, Nanjing |
Jiangxi
Tel |
Fax |
Office Hours |
Postal Code |
0791-6269965 |
0791-6227860 |
08:30-11:30;14:00-17:00 |
330006 |
Address |
No.35, Fuzhou Lu, Nanchang |
Jilin
Tel |
Fax |
Office Hours |
Postal Code |
0431-5653030 |
0431-5642053 |
08:30-11:30;13:30-17:00 |
130021 |
Address |
No.14, Xinmin Da Jie, Changchun |
Liaoning
Tel |
Fax |
Office Hours |
Postal Code |
024-86112228 |
024-6809415 |
24 hours |
110031 |
Address |
No.113, Huanghe Nan Da Jie, Huanggu District, Shenyang |
Macau
Tel (Group Tour) |
Tel (Private Tour) |
Office Hours |
00853-340390 |
00853-307820 |
09:30-17:30 |
Ningxia
Tel |
Fax |
Office Hours |
Postal Code |
0951-5035449/5064975 |
0951-6041783 |
08:30-11:30;14:00-17:00 |
750001 |
Address |
No.117, Jiefang Xi Jie, Yinchuan |
Qinghai
Tel |
Fax |
Office Hours |
Postal Code |
0971-6159841 |
0971-8239515 |
08:30-11:30;14:00-17:00 |
810000 |
Address |
No.57, Xi Da Jie, Xining |
Shaanxi
Tel |
Fax |
Office Hours |
Postal Code |
029-85261437 |
029-85250151 |
08:00-18:00 |
710061 |
Address |
No.15, Chang'an Bei Lu, Xi'an |
Shandong
Tel |
Fax |
Office Hours |
Postal Code |
0531-2963423 |
0531-2964284 |
24 hours |
250014 |
Address |
No.88, Jingshi Lu, Jinan |
Shanghai
Tel |
Fax |
Office Hours |
Postal Code |
021-64393615/64391818-2502 |
021-64393615 |
09:00-17:00 |
200030 |
Address |
No.2525, Zhongshan Xi Lu, Shanghai |
Shanxi
Tel |
Fax |
Office Hours |
Postal Code |
0351-4047544/4031616 |
0531-4048289 |
08:30-11:30;13:30-17:00 |
030001 |
Address |
No.282, Yingze Jie, Taiyuan |
Sichuan
Tel |
Fax |
Office Hours |
Postal Code |
028-6654780 |
028-6671042 |
08:30-11:30;14:00-17:00 |
530012 |
Address |
No.65, Renmin Nan Lu Er Duan, Chengdu |
Tianjin
Tel |
Fax |
Office Hours |
Postal Code |
022-28359093/28358812 |
022-28352324 |
08:30-17:30 |
300074 |
Address |
No.18, Youyi Lu, Hexi District, Tianjin |
Tibet
Tel |
Fax |
Office Hours |
Postal Code |
0891-6834193 |
0891-6334632 |
09:30-13:30;16:00-20:00 |
850001 |
Address |
No.208, Yuanlin Lu, Lhasa |
Xinjiang
Tel |
Fax |
Office Hours |
Postal Code |
0991-8831902 |
0991-8834449 |
09:30-13:30;16:00-20:00 |
830001 |
Address |
No.36, Jinyin Avenue, Urumqi |
Yunnan
Tel |
Fax |
Office Hours |
Postal Code |
0871-3537361 |
0871-3174343 |
08:00-17:00 |
650011 |
Address |
No.218, Huancheng Nan Lu, Kunming |
Zhejiang
Tel |
Fax |
Office Hours |
Postal Code |
0571-85117419 |
0571-85117419 |
08:30-11:30;14:00-17:00 |
310007 |
Address |
No.1, Shihan Lu, Hangzhou |