Tourism complaint refers to the behavior that tourists, overseas travel agencies and domestic tour operators complain to the tourism administrative department in written or oral form and request instructions for handling in order to safeguard their own and others' legitimate rights and interests.
Travel agencies engaged in tourism in China 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; Among them, a few international travel agencies have been approved by the National Tourism Administration to operate the outbound tourism business of China citizens, and it is illegal to undertake the outbound tourism business without approval. The business scope of domestic travel agencies is limited to domestic tourism business. The complaint methods of the tourism platform are as follows:
1. Complain to the tourism administration department by telephone, letter or visit;
2. Call 123 15 or go directly to the local consumer association for consultation;
3. complain directly to the industrial and commercial department;
4. Most travel platforms have their own customer service departments. You can complain directly to the customer service departments of relevant websites.
Generally speaking, if there is a travel dispute, you can communicate with the travel agency first and settle it through consultation; If negotiation fails, then complain to the tourism quality supervision and management department or the consumer association, or bring a lawsuit to the people's court. Consumers' associations and tourism quality supervision departments will no longer accept cases that tourists bring to court and the court has accepted.
When tourists encounter problems in the quality of tourism services and their legitimate rights and interests are damaged, they can immediately complain to the local tourism quality supervision and management department; If tourists have returned from their travels, they can complain to the tourism quality supervision and management department where the tour group is located.
legal ground
Article 91 of the Tourism Law of the People's Republic of China People's governments at or above the county level shall designate or establish a unified tourism complaint handling institution. After receiving the complaint, the accepting institution shall promptly handle it or hand it over to the relevant department for handling, and inform the complainant. Article 92 Disputes between tourists and tour operators can be resolved through the following channels:
(1) Both parties negotiate;
(two) to apply for mediation to consumers' associations, tourism complaint acceptance agencies or relevant mediation organizations;
(three) according to the arbitration agreement reached with the tour operators, submit it to an arbitration institution for arbitration;
(4) bring a lawsuit to the people's court.