Some standard content:
ICS03.200
Tourism Industry Standard of the People's Republic of China
LB/T004—2013
Replaces 1.1B/T0011997
Specification for domestic tour service by travel Service2013-01-14 Issued
National Tourism Administration of the People's Republic of China
2013-05-01 Implementation
LB/T004—2013
This standard was drafted in accordance with the rules given in (B/T1.1--2009) This standard replaces 1L.B/T004-1997 "Quality Requirements for Domestic Tourism Services of Travel Agencies". Compared with 1.B/T004--1997, the main technical changes are as follows:
-Added some terms and definitions (3.13.7.3.10~3.12): - Added Chapter 4
Added Chapter 5
Added Chapter 6
Basic Principles: bzxZ.net
Domestic Tourism Services:
Product Promotion;
--Chapter 7 details the sales service methods. Added the specifications for Internet sales and agency sales, acceptance of tourist registration and use management of tourism contracts, and tourist information security; added Chapter 8
Added Chapter 9
Chapter 10
Chapter 11
Organization and management of domestic tourism services:
Selection and management of tourism auxiliary service providers: Detailed tourism reception services:
Added special/emergency situation handling.
This standard is proposed by the National Tourism Administration
This standard is under the jurisdiction of the National Tourism Standardization Technical Committee (SAC/TC210) The drafting units of this standard are: Supervision and Management Department of the National Tourism Administration, China Youth Travel Holding Co., Ltd. The main drafters of this standard are: Li Renzhi, Zhang Haiyan, Zhu Liming, Liu Lili, Zhang Yuan, Li Jing, and Li Guang. The previous versions of the standards replaced by this standard are: 1.B/T 004—1997.
1 Scope
Travel Agency Domestic Tourism Service Specification
This standard specifies the service quality requirements that travel agencies should have when organizing domestic tourism activities. This standard applies to domestic tourism services provided by travel agencies within the People's Republic of China: 2 Normative References
LB/T004—2013
The following documents are indispensable for the application of this document. For all dated references, only the dated version applies to this document. For all undated references, the latest version shall apply. The new version (including all amendments) applies to this document. GB/T15971--2010 Guide Service Specifications
GB/T16766 Basic Terminology of Tourism Industry
GB/T26359-2010 Tourist Coach Facilities and Service Specifications1B/T008--2011 Travel Agency Service General Rules
3 Terms and Definitions
The terms and definitions defined in GB/T15971--2010, GBT16766 and 1.B/T008-2011 and the following terms and definitions apply to this document.
Tourist
The demander and recipient of domestic tourism services. Including tour groups or tourists. (hereinafter referred to as "tourists") 3.2
travel agencytravel service
A corporate entity that engages in activities such as attracting, organizing, and receiving tourists, provides relevant tourism services to tourists, and conducts domestic tourism business. 3.3
tour organizer
A travel agency that attracts, organizes domestic tourists, and provides full-course tourism services for domestic tourists. 3.4
local operator
reception agency
A travel agency that accepts the entrustment of the tour operator, implements the reception plan of the tour operator, and arranges tourists' local visits and other activities. 3.5
travel operatortraveloperator
A travel agency that attracts, organizes, receives tourists, and provides relevant services, including tour operators and reception agencies. 3.6
travel auxiliary service providertravel Assistance service provider: The units that provide specific services during the tourism service process include but are not limited to tourist attractions, restaurants, hotels, shops, railways, bus companies, shipping companies, airlines and other related reception units. Note: When the reception agency serves as an operating unit that assists the tour group agency in providing services to tourists, it is deemed to be the tourism auxiliary service provider of the tour group agency. 3
LB/T004-2013
Domestic tourism businessdomestietour
The business of a travel agency to solicit, organize and receive tourists from mainland China to travel in the country except Hong Kong, Macao and Taiwan. 3.8
domesticgroup tour
Domestic group tour
Travel agencies are responsible for organizing tour groups and sending them or tourists from other places to cities or tourist attractions within the country, and personally or entrust tourism auxiliary service providers to provide tourists with comprehensive tourism services such as ticket booking, transportation, catering, accommodation, sightseeing, and tour guides. 3.9
Group tour product
grouptourproduct
Group tour routes or projects sold by travel agencies with tourist attractions, tourist facilities and planning arrangements as the main components, as well as the supporting services attached to them
Self-package tour
A form of tourism designed and purchased in advance by the travel agency, or provided by the travel agency in accordance with the requirements of the tourists, with ticket booking, transportation, catering, accommodation, sightseeing, tour guides, etc. or multiple items available for selection, and the tourists arrange their own tour itinerary. 3.11
Internet sales online sales
Travel agencies provide travel consultation and sell travel products to tourists based on the Internet. 3.12
Entrusted agent sales travel agents are sales forms in which travel agencies entrust other travel agencies to solicit domestic tourism within their business scope. The travel agency that makes the entrustment is the entrusting agency and the travel agency that accepts the entrustment is the agent agency. 3.13
Tour guide tour guide
A person who meets the statutory requirements for job qualifications, accepts the entrustment of travel agencies, and directly provides guidance, explanations and related tourism services to tourists. Note: Including full-time accompanying tour guides and local accompanying tour guides. 3.14
Full-time accompanying tour guides
national guide
According to the contract agreement, the tour guide is entrusted by the tour operator to provide full-time accompanying services to tourists as its representative, coordinate, contact and supervise the work of the reception agency and the destination accompanying tour guides. 3.15
local guide
Local accompanying tour guide
A tour guide who is appointed by the receiving agency to implement the travel itinerary reception plan on behalf of the receiving agency and provide guide services to tourists at the tourist destination according to the contract agreement
Basic principles
When providing services, travel agencies should follow the principles of equality, voluntariness, good faith in fulfilling contracts, safety first and active rescue, abide by laws and regulations to fulfill contract agreements and follow social morality
Domestic tourism products
Domestic group tourism products
5.1.1 Product manual
Content requirements
LB/T004-2013
Domestic group tourism products should have a product manual. In addition to meeting the relevant requirements of 5.3.1 of LB/T008-2011, the product manual should also include the following contents:
a) The departure place, transit places and destination of the itinerary: The specific content and time of the sightseeing projects uniformly arranged by the travel agency: b)
The time and frequency of tourists' free activities. e)
5.1.1.2 Uncertain elements
The uncertain elements of the product manual shall comply with the relevant requirements of 5.3.2 of IB/T008-2011. 5.1.1.3 Expression requirements
The expression of the product manual shall:
be easy for tourists to understand, and try to avoid the use of professional terms, dialects and other terms that are prone to ambiguity and misunderstanding; a)
Objectively introduce the real names and situations of tourist attractions and tourist projects, and avoid excessive exaggeration; use eye-catching methods (such as larger font size, bold font, etc.) to clearly mark special precautions for tourists. c)
Design requirements
In addition to complying with 1.5.In addition to the requirements of 4, it is also advisable to: highlight the theme and characteristics of the route;
rationally allocate and combine tourism resources;
have feasibility.
5.2 Domestic free travel tourism services
The content of domestic free travel tourism services shall be agreed upon by the travel agency and the tourist in the contract. 5.2.1
5.2.2 The uncertain elements, expressions and design requirements of domestic free travel tourism services shall also comply with the requirements of 5.1.1.2.5.1.1.3.5.1.2.
6 Product promotion
6.1 When promoting domestic tourism products, travel agencies should: a) comply with laws, regulations, departmental regulations, national and industry standards; b) publish true, objective, detailed and accurate advertisements and promotional materials, and shall not make false propaganda or mislead consumers; promote through qualified media and platforms, use pictures, articles, audio and video with legal sources and authorization, and publish, print and publish product advertisements and promotional materials in accordance with laws and regulations. 6.2 When promoting, it is advisable to consider related factors such as target customer groups, information coverage, information validity period, corporate image establishment, etc. 5
LB/T004—2013
7 Sales services
7.1 Sales methods
7.1.1 Sales methods of domestic tourism products. Including but not limited to store sales, Internet sales, agency sales, etc. 7.1.2 Within the scope permitted by laws and regulations, travel agencies may adopt different ways to sell tourism products and constantly innovate sales methods. 2. Store sales
The store business environment and sales personnel should comply with the relevant requirements of 6.1.6.2 of 1B/T0082011. 7.3 Internet sales
7.3.1 Travel agencies are encouraged to sell tourism products through the Internet. 7.3.2 Travel agencies sell tourism products through the Internet: The website should be licensed or registered and have business qualifications. The homepage of the website should state the name of the travel agency, legal representative, license number a
and business scope, as well as the complaint telephone number of the original licensing tourism administrative department: h)
The information provided should comply with the requirements of laws, regulations and Chapters 1 and 6. 7.3.3 Travel agencies selling tourism products through the Internet should provide: effective contact information or online customer service: a
Clear website registration, browsing, booking, application, payment, cancellation and other usage paths: h)
Website usage guidelines and help.
Travel agencies can make agreements with tourists to sign contracts and pay travel expenses through the Internet or non-Internet methods. 7.3.4
Entrusted agent sales
7.4.1 The entrusting agency shall provide the agency with tourism products that meet the requirements of Chapter 5 and provide tourism services that meet the requirements of this standard. The entrusting agency shall sign an entrustment agency contract with the agency to stipulate the content, form, agency fees and payment methods of the entrusted agency matters, 7.4.2
The rights and obligations of both parties, liability for breach of contract and other matters, and at the same time issue an "Entrustment Recruitment Authorization Letter" to the agency, and report it to the tourism administrative department in charge of the entrusting agency and the agency for filing. The "Authorization Letter for Solicitation" shall state the names of the entrusting agency and the agency, the specific content of the entrustment solicitation, and the entrustment period. The format and specifications shall be easy to place and recognize, and attention shall be paid to preventing forgery. 7.4.3 The entrusting agency may entrust the agency with the following matters: a) solicitation and publicity: b) provide tourists with travel itinerary consultation: c) sign a travel contract with tourists: d) collect travel expenses: d) notify tourists of relevant itinerary matters. 7.4.4 When the agency accepts the entrustment to engage in agency solicitation activities, it shall place the "Authorization Letter for Solicitation" together with the license and business license in a prominent position in the business service place, clearly indicating that it is an agency solicitation. All publicity and solicitation materials, advertisements, itineraries and route planning materials must indicate that it is an agency solicitation entrusted by the entrusting agency and the name of the entrusting agency, and shall not deliberately conceal or mislead tourists and the public. The agency shall also indicate the license number, address, contact information and other contents of the entrusting agency on the relevant materials. 7.4.5 When an agency signs a travel contract with a tourist, it may use the contract and seal of the entrusting agency, or use the contract of the entrusting agency and stamp the agency's seal, or use the contract and seal of the agency. If the contract of the entrusting agency is stamped with the agency's seal, the agency's name and the words "entrusted seal" shall be marked at the stamping place.
7.5 Providing consulting services
No matter what sales method is adopted, when providing consulting services, sales personnel should: a) Provide tourists with effective tourism product information, actively remind, guide tourists and provide consulting services: LB/T004--2013
If there is no product that meets the tourists' requirements, suggest and guide tourists to choose other products or record the information of the consulting tourists and b
tourism needs and include them in sales opportunity management: c) For products and information that are unclear or not mastered, accurate replies should be given to tourists after understanding and confirmation. 7.6 Accepting tourist registration
When accepting tourist registration, sales personnel should not only comply with the requirements of 6.5 of 1.B/T008-2011, but also: a) Accurately inform tourists of the information requirements for handling travel procedures, carefully examine the travel documents and b) Pay attention to the special requirements of tourists (accommodation requirements, religious beliefs, eating habits, etc.). To ensure that the accepted tourist requirements are within the scope of the tourism operator's service provision capabilities; Emphasize the contract content that tourists should understand, especially the supplementary agreement of the contract, the free-of-charge clauses in the contract and special agreed matters. e)
Matters:
Explain to tourists the restrictions on the quoted price, the number of people in the group, and the relevant agreements on non-group formation, etc.: d)
When handing over the group travel information to tourists, fill in the information handover document and complete the handover. e
Deliver the special requirements and commitments of tourists to the relevant work links in a timely and accurate manner. f
7.7 Signing and management of tourism contracts
7.7.1 Contents of tourism contracts
Domestic tourism contracts should include the following contents:a
The name of the travel agency and its business scope, address, contact number and travel agency business license number:b)
The name and contact number of the travel agency agent:Location and date of signing:
The departure place, transit places and destination of the tour itinerary:e)
The arrangements and standards of transportation, accommodation and catering services in the tour itinerary:The specific content and time of the sightseeing projects uniformly arranged by the travel agency:The time and number of tourists' free activities:The travel expenses that tourists should pay and the payment method:The number of shopping trips, the length of stay and the names of shopping places arranged by the travel agency:The sightseeing projects and prices that tourists need to pay separately:The conditions for terminating or changing the contract and the period of advance notice;The dispute resolution mechanism for breach of the contract and the responsibilities to be borne:m)
Tourism service supervision and complaint telephone number:
Other contents agreed upon by both parties.
7.7.2 Requirements for signing a contract
When a travel agency signs a domestic travel contract with a tourist, the following requirements should be met: a) Clear handwriting and accurate expression of meaning:
LB/T004—2013
The tourist's personal information shall be provided or filled in by the tourist (such as physical condition, etc.): b)
If the tourist is a minor, the travel agency shall sign a contract with the tourist's guardiane)
7.7.3 Archiving management of contract information
For a domestic travel contract signed between a travel agency and a tourist, the document information collected from the tourist shall be kept for at least two years. 7.7.4 Tourist Information Security
Travel agencies should take confidentiality measures for the personal information provided by tourists when signing travel contracts to prevent information leakage. 8 Organization and Management of Domestic Tourism Services
8.1 Pre-trip Preparation
Before departure, the tour operator should:
Provide domestic tourism products, sales services and select tourism auxiliary service providers to tourists in accordance with the requirements of Chapter 5, Chapter 7 and Chapter 9:
Communicate and negotiate with tourists in a timely manner when there are changes in tourism products: b)
Based on According to the contract and registration information (including the list of tourists, housing arrangements, special requirements, etc.), confirm the final reception plan in writing with the tourism auxiliary service provider and keep records: issue instructions to tourists for elements that are not clearly defined in the product manual, inform the specific contact methods and d
emergency measures of the contact person at the tourist destination:
8.2 Performance of contract and handling of disputes Performance of contract and handling of disputes should comply with the relevant requirements of 7.2.1 of LB3/T008-2011. 8.3. Handling of special/emergency situations and supervision and improvement of service quality. Handling of special/emergency situations and supervision and improvement of service quality shall comply with the requirements of Chapter 11 and Chapter 12: 9. Selection and management of tourism auxiliary service providers
9.1. Selection of tourism auxiliary service providers
Tourism operators shall select tourism auxiliary service providers that meet the following requirements. 9.1.1
All selected tourism auxiliary service providers shall meet the following requirements: a)
1) Comply with the requirements of laws, regulations and industry management regulations, and have legal qualifications and licenses; 2) No quality problems and safety hazards:
Business philosophy, business operation capabilities, equipment and facilities, and staffing can meet the tourism operator's procurement plan and service quality requirements;
3)
Have good reputation and performance.
b) The selected reception travel agency shall comply with the requirements of 7.3 of LB:T008-2011, and shall be able to provide the services agreed upon by the tour operator and the tourist. At the same time, when the reception agency selects a tourism auxiliary service provider on behalf of the tour operator, it should also comply with the relevant requirements for selecting a tourism auxiliary service provider in Chapter 9.
9.1.2 Travel agencies can select tourism auxiliary service providers for domestic free travel according to the tourists' designation. 9.1.3 After the tourism operator selects a tourism auxiliary service provider, it should sign a written agreement with the tourism auxiliary service provider to stipulate the following matters: 8
Standard names of both parties:
Contact persons and contact information of both parties;
The tourism auxiliary service provider should provide the tourism operator with the actual service content and service standards: d)
Settlement method;
Emergency situations and service quality, safety accident handling process: Conditions for termination or modification of the contract and the period of advance notice: Dispute resolution mechanism for breach of contract and the responsibilities to be borne: Other contents agreed upon by both parties.
Supervision and evaluation of tourism auxiliary service providers
Tourism operators supervise and evaluate tourism auxiliary service providers through the following forms: Establish a communication system:
Establish a credit file for tourism auxiliary service providers:c
Establish an evaluation system for tourism auxiliary service providers·Regularly evaluate and update according to the evaluation results:LB/T004—2013
Establish a complaint record system for tourists against tourism auxiliary service providers·Analyze and count the contents of complaint records: Establish reward and punishment measures and elimination system for tourism auxiliary service providers; Organize training for tourism auxiliary service providers in accordance with actual conditions and needs: Relevant records should be preserved.
10 Tourism reception services
Catering reception services
Travel agencies should strictly implement the catering standards agreed in the contract. Implement the special catering needs of tourists confirmed by the travel agency10.1.2
Accommodation reception services
Travel agencies should arrange accommodation in accordance with the contract. Hotels should have necessary facilities and equipment and security measures to ensure the personal and property safety of tourists. 10.3
Transportation reception service
Travel agencies shall comply with the contractual agreement to provide transportation services. Driver services shall comply with the requirements of Chapter 6 and Chapter 7 of GB/T26359--201010.3.2
10.4 Tour reception service
Travel agencies shall comply with the contractual agreement to arrange tour activities. Tour items shall not be added or reduced without the written consent of the tourists. 10.4.1
10.4.2 The tour reception service provided by tour guides shall comply with the requirements of Chapter 5 of GB/T15971-2010. 10.5 Tour guide service
The basic quality and service of tour guides shall comply with the requirements of Chapter 4 and Chapter 5 of GB/T15971--2010. 10.5.1
Travel agencies shall provide at least one tour guide for each tourist bus. 10.5.2
3 If the tourist has special circumstances, the travel agency should appropriately increase the number of tour guides. 10.5.3
LB/T0042013
11 Handling of special/emergency situations
Emergency handling mechanism
Travel agencies should establish an emergency handling mechanism in accordance with the requirements of 7.5 emergency handling in 11/T008-2011, and establish a complete mechanism for emergency event types, levels, organizations and division of labor, initiation and handling, information release, and aftermath. 11.2
Handling of special/emergency situations in domestic group tours When travel agencies and related personnel handle special emergencies in domestic group tours, they should 11.2.1
Protect the personal and property safety of tourists:
Promptly call the police for medical treatment, report to the travel agency, and notify the family of the person involved: If the travel agency liability insurance or travel accident insurance is involved, the insurance should be reported in time: Soothe the emotions of the person involved:
Properly arrange for other tourists:
Properly preserve evidence and try to obtain written evidence: Do a good job of post-processing;
Pursue or assist in pursuing relevant Responsibilities of the responsible person: Summary and file,
11.2.2 In case of route or schedule change, loss of documents or belongings, loss or damage of luggage, injury, illness, death, natural disasters, riots, reception disputes, etc., they should be handled in accordance with the requirements of Appendix A of GB/T15971-2010. 11.3 Handling of special/emergency situations in domestic free travel 11.3.1 In case of special/emergency situations in domestic free travel, travel agencies should refer to the handling principles of special/emergency situations in domestic closed-team travel, and assist and guide tourists to respond in a timely and appropriate manner. 11.3.2 If the service items agreed upon by the travel agency and the tourist do not meet the contract standards, the travel agency shall take measures to make up for it. If the rights and interests of tourists are damaged by the tourism auxiliary service providers who provide services as agreed in the contract, the travel agency shall assist tourists in seeking compensation from the tourism auxiliary service providers. 11.4 Regular update and training
Travel agencies should regularly update emergency response mechanisms and conduct training. 12 Supervision and improvement of service quality
Travel agencies should supervise and improve service quality in accordance with the requirements of 8.3 of LB/T008-2011. At the same time, they should do the following: institutionalize the collection, feedback and processing of tourism service quality information: a)
Establish and improve the tourist information management system and after-sales service system. Travel agencies should collect the "Tourist Tourism Service Evaluation Form" filled out by tourists, conduct return visits to tourists, and actively solicit tourists' travel opinions and suggestions: establish a quality complaint management system. Set up a special quality complaint management agency and complaint telephone number and announce it to tourists: quickly and effectively handle complaints, and establish complaint files to save tourists' feedback information and processing results and other records; d)
Regularly analyze the reasons and weak links of tourists' complaints, find out the root causes of existing or potential quality problems, and take corrective or preventive measures to eliminate the root causes; and track the improvement situation3 After selecting the tourism auxiliary service provider, the tourism operator shall sign a written agreement with the tourism auxiliary service provider to stipulate the following matters: 8
Standard names of both parties:
Contact persons and contact information of both parties;
The tourism auxiliary service provider shall provide the tourism operator with substantial service content and service standards: d)
Settlement method;
The process for handling emergencies, service quality and safety accidents: The conditions for terminating or changing the contract and the period for prior notice: The dispute resolution mechanism for breach of the contract and the responsibilities to be borne: Other matters agreed upon by both parties.
Supervision and evaluation of tourism auxiliary service providers
Tourism operators supervise and evaluate tourism auxiliary service providers through the following forms: Establish a communication system:
Establish a credit file for tourism auxiliary service providers:c
Establish an evaluation system for tourism auxiliary service providers·Regularly evaluate and update according to the evaluation results:LB/T004—2013
Establish a complaint record system for tourists against tourism auxiliary service providers·Analyze and count the contents of complaint records: Establish reward and punishment measures and elimination system for tourism auxiliary service providers; Organize training for tourism auxiliary service providers in accordance with actual conditions and needs: Relevant records should be preserved.
10 Tourism reception services
Catering reception services
Travel agencies should strictly implement the catering standards agreed in the contract. Implement the special catering needs of tourists confirmed by the travel agency10.1.2
Accommodation reception services
Travel agencies should arrange accommodation in accordance with the contract. Hotels should have necessary facilities and equipment and security measures to ensure the personal and property safety of tourists. 10.3
Transportation reception service
Travel agencies shall comply with the contractual agreement to provide transportation services. Driver services shall comply with the requirements of Chapter 6 and Chapter 7 of GB/T26359--201010.3.2
10.4 Tour reception service
Travel agencies shall comply with the contractual agreement to arrange tour activities. Tour items shall not be added or reduced without the written consent of the tourists. 10.4.1
10.4.2 The tour reception service provided by tour guides shall comply with the requirements of Chapter 5 of GB/T15971-2010. 10.5 Tour guide service
The basic quality and service of tour guides shall comply with the requirements of Chapter 4 and Chapter 5 of GB/T15971--2010. 10.5.1
Travel agencies shall provide at least one tour guide for each tourist bus. 10.5.2
3 If the tourist has special circumstances, the travel agency should appropriately increase the number of tour guides. 10.5.3
LB/T0042013
11 Handling of special/emergency situations
Emergency handling mechanism
Travel agencies should establish an emergency handling mechanism in accordance with the requirements of 7.5 emergency handling in 11/T008-2011, and establish a complete mechanism for emergency event types, levels, organizations and division of labor, initiation and handling, information release, and aftermath. 11.2
Handling of special/emergency situations in domestic group tours When travel agencies and related personnel handle special emergencies in domestic group tours, they should 11.2.1
Protect the personal and property safety of tourists:
Promptly call the police for medical treatment, report to the travel agency, and notify the family of the person involved: If the travel agency liability insurance or travel accident insurance is involved, the insurance should be reported in time: Soothe the emotions of the person involved:
Properly arrange for other tourists:
Properly preserve evidence and try to obtain written evidence: Do a good job of post-processing;
Pursue or assist in pursuing relevant Responsibilities of the responsible person: Summary and file,
11.2.2 In case of route or schedule change, loss of documents or belongings, loss or damage of luggage, injury, illness, death, natural disasters, riots, reception disputes, etc., they should be handled in accordance with the requirements of Appendix A of GB/T15971-2010. 11.3 Handling of special/emergency situations in domestic free travel 11.3.1 In case of special/emergency situations in domestic free travel, travel agencies should refer to the handling principles of special/emergency situations in domestic closed-team travel, and assist and guide tourists to respond in a timely and appropriate manner. 11.3.2 If the service items agreed upon by the travel agency and the tourist do not meet the contract standards, the travel agency shall take measures to make up for it. If the rights and interests of tourists are damaged by the tourism auxiliary service providers who provide services as agreed in the contract, the travel agency shall assist tourists in seeking compensation from the tourism auxiliary service providers. 11.4 Regular update and training
Travel agencies should regularly update emergency response mechanisms and conduct training. 12 Supervision and improvement of service quality
Travel agencies should supervise and improve service quality in accordance with the requirements of 8.3 of LB/T008-2011. At the same time, they should do the following: institutionalize the collection, feedback and processing of tourism service quality information: a)
Establish and improve the tourist information management system and after-sales service system. Travel agencies should collect the "Tourist Tourism Service Evaluation Form" filled out by tourists, conduct return visits to tourists, and actively solicit tourists' travel opinions and suggestions: establish a quality complaint management system. Set up a special quality complaint management agency and complaint telephone number and announce it to tourists: quickly and effectively handle complaints, and establish complaint files to save tourists' feedback information and processing results and other records; d)
Regularly analyze the reasons and weak links of tourists' complaints, find out the root causes of existing or potential quality problems, and take corrective or preventive measures to eliminate the root causes; and track the improvement situation3 After selecting the tourism auxiliary service provider, the tourism operator shall sign a written agreement with the tourism auxiliary service provider to stipulate the following matters: 8
Standard names of both parties:
Contact persons and contact information of both parties;
The tourism auxiliary service provider shall provide the tourism operator with substantial service content and service standards: d)
Settlement method;
The process for handling emergencies, service quality and safety accidents: The conditions for terminating or changing the contract and the period for prior notice: The dispute resolution mechanism for breach of the contract and the responsibilities to be borne: Other matters agreed upon by both parties.
Supervision and evaluation of tourism auxiliary service providers
Tourism operators supervise and evaluate tourism auxiliary service providers through the following forms: Establish a communication system:
Establish a credit file for tourism auxiliary service providers:c
Establish an evaluation system for tourism auxiliary service providers·Regularly evaluate and update according to the evaluation results:LB/T004—2013
Establish a complaint record system for tourists against tourism auxiliary service providers·Analyze and count the contents of complaint records: Establish reward and punishment measures and elimination system for tourism auxiliary service providers; Organize training for tourism auxiliary service providers in accordance with actual conditions and needs: Relevant records should be preserved.
10 Tourism reception services
Catering reception services
Travel agencies should strictly implement the catering standards agreed in the contract. Implement the special catering needs of tourists confirmed by the travel agency10.1.2
Accommodation reception services
Travel agencies should arrange accommodation in accordance with the contract. Hotels should have necessary facilities and equipment and security measures to ensure the personal and property safety of tourists. 10.3
Transportation reception service
Travel agencies shall comply with the contractual agreement to provide transportation services. Driver services shall comply with the requirements of Chapter 6 and Chapter 7 of GB/T26359--201010.3.2
10.4 Tour reception service
Travel agencies shall comply with the contractual agreement to arrange tour activities. Tour items shall not be added or reduced without the written consent of the tourists. 10.4.1
10.4.2 The tour reception service provided by tour guides shall comply with the requirements of Chapter 5 of GB/T15971-2010. 10.5 Tour guide service
The basic quality and service of tour guides shall comply with the requirements of Chapter 4 and Chapter 5 of GB/T15971--2010. 10.5.1
Travel agencies shall provide at least one tour guide for each tourist bus. 10.5.2
3 If the tourist has special circumstances, the travel agency should appropriately increase the number of tour guides. 10.5.3
LB/T0042013
11 Handling of special/emergency situations
Emergency handling mechanism
Travel agencies should establish an emergency handling mechanism in accordance with the requirements of 7.5 emergency handling in 11/T008-2011, and establish a complete mechanism for emergency event types, levels, organizations and division of labor, initiation and handling, information release, and aftermath. 11.2
Handling of special/emergency situations in domestic group tours When travel agencies and related personnel handle special emergencies in domestic group tours, they should 11.2.1
Protect the personal and property safety of tourists:
Promptly call the police for medical treatment, report to the travel agency, and notify the family of the person involved: If the travel agency liability insurance or travel accident insurance is involved, the insurance should be reported in time: Soothe the emotions of the person involved:
Properly arrange for other tourists:
Properly preserve evidence and try to obtain written evidence: Do a good job of post-processing;
Pursue or assist in pursuing relevant Responsibilities of the responsible person: Summary and file,
11.2.2 In case of route or schedule change, loss of documents or belongings, loss or damage of luggage, injury, illness, death, natural disasters, riots, reception disputes, etc., they should be handled in accordance with the requirements of Appendix A of GB/T15971-2010. 11.3 Handling of special/emergency situations in domestic free travel 11.3.1 In case of special/emergency situations in domestic free travel, travel agencies should refer to the handling principles of special/emergency situations in domestic closed-team travel, and assist and guide tourists to respond in a timely and appropriate manner. 11.3.2 If the service items agreed upon by the travel agency and the tourist do not meet the contract standards, the travel agency shall take measures to make up for it. If the rights and interests of tourists are damaged by the tourism auxiliary service providers who provide services as agreed in the contract, the travel agency shall assist tourists in seeking compensation from the tourism auxiliary service providers. 11.4 Regular update and training
Travel agencies should regularly update emergency response mechanisms and conduct training. 12 Supervision and improvement of service quality
Travel agencies should supervise and improve service quality in accordance with the requirements of 8.3 of LB/T008-2011. At the same time, they should do the following: institutionalize the collection, feedback and processing of tourism service quality information: a)
Establish and improve the tourist information management system and after-sales service system. Travel agencies should collect the "Tourist Tourism Service Evaluation Form" filled out by tourists, conduct return visits to tourists, and actively solicit tourists' travel opinions and suggestions: establish a quality complaint management system. Set up a special quality complaint management agency and complaint telephone number and announce it to tourists: quickly and effectively handle complaints, and establish complaint files to save tourists' feedback information and processing results and other records; d)
Regularly analyze the reasons and weak links of tourists' complaints, find out the root causes of existing or potential quality problems, and take corrective or preventive measures to eliminate the root causes; and track the improvement situation2. If the service items agreed upon by the travel agency and the tourist do not meet the contract standards, the travel agency shall take measures to make up for it. If the tourist's rights are damaged by the tourism auxiliary service provider who provides services as agreed in the contract, the travel agency shall assist the tourist in seeking compensation from the tourism auxiliary service provider. 11.4 Regular update and training
The travel agency shall regularly update the emergency response mechanism and conduct training. 12 Supervision and improvement of service quality
The travel agency shall supervise and improve the service quality in accordance with the requirements of 8.3 of LB/T008-2011. At the same time, it should do the following: institutionalize the collection, feedback and processing of tourism service quality information: a)
Establish and improve the tourist information management system and after-sales service system. Travel agencies should collect the "Tourist Service Evaluation Form" filled out by tourists, conduct return visits to tourists, and actively solicit tourists' travel opinions and suggestions: establish a quality complaint management system. Set up a special quality complaint management agency and complaint telephone number and announce it to tourists: handle complaints quickly and effectively, and establish complaint files to save tourists' feedback information and handling results and other records; d) Regularly analyze the reasons 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 track the improvement situation2. If the service items agreed upon by the travel agency and the tourist do not meet the contract standards, the travel agency shall take measures to make up for it. If the tourist's rights are damaged by the tourism auxiliary service provider who provides services as agreed in the contract, the travel agency shall assist the tourist in seeking compensation from the tourism auxiliary service provider. 11.4 Regular update and training
The travel agency shall regularly update the emergency response mechanism and conduct training. 12 Supervision and improvement of service quality
The travel agency shall supervise and improve the service quality in accordance with the requirements of 8.3 of LB/T008-2011. At the same time, it should do the following: institutionalize the collection, feedback and processing of tourism service quality information: a)
Establish and improve the tourist information management system and after-sales service system. Travel agencies should collect the "Tourist Service Evaluation Form" filled out by tourists, conduct return visits to tourists, and actively solicit tourists' travel opinions and suggestions: establish a quality complaint management system. Set up a special quality complaint management agency and complaint telephone number and announce it to tourists: handle complaints quickly and effectively, and establish complaint files to save tourists' feedback information and handling results and other records; d) Regularly analyze the reasons 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 track the improvement situation
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