Sanya builds a "peace of mind travel" platform to crack tourism consumption disputes, complaints are difficult to investigate, slow and time-consuming
2024-05-07
Not long ago, Mr. Chen, who was traveling in Sanya, Hainan Province, encountered a problem: he learned from the local scenic spot's WeChat official account that there was a free admission activity from April 9 to 13 this year. However, after leaving the park, he found that a fee of 68 yuan had been deducted. Mr. Chen believes that the promotion of deducting fees from scenic spots and free admission does not match. Tourists in the same industry told him that he could file a complaint through the "Sanya Rest assured Tour". Mr. Chen reported the issue to the platform with a try and see attitude, but unexpectedly received a refund of 68 yuan immediately. "The problem was solved too quickly. As soon as the documents were reviewed and approved, the compensation was received first. I couldn't even think about it before." Mr. Chen was very satisfied with this. The rapid resolution of tourist troubles is thanks to the implementation of the "Sanya Rest assured Tour" platform in Sanya, which features a system of first in advance compensation for travel consumption complaints from honest merchants (hereinafter referred to as "first in advance compensation"). Since its launch in April last year, pre compensation has become an important and concise way to mediate tourism consumption disputes. It is understood that advance compensation is a new tourism service model launched by Sanya City in Hainan, aiming to create a first-class business environment with honest operation and credit as the top priority. It aims to polish the new business card of "Sanya Rest assured Tour", showcase the city image of "Lucheng" as a beloved fan, friendly, and honest city, and strive to create an international tourism consumption benchmark. So, what is the process of advance compensation? What does the scope include? What impact has the advance compensation brought to Sanya and even Hainan? A reporter from the Legal Daily conducted on-site visits to this issue. The compensation for online complaint processing has arrived on April 14th this year. Mr. Zhang and his group, who had booked a luxury yacht set sail, found that the yacht was a regular yacht with no floor distinction or tourist attractions. Shortly after leaving, the ship stopped at sea and people could only stay on board, unable to disembark or return. "We stopped, and the yacht staff were not idle. They not only promoted stale seafood dishes, but also forced photography and video shooting during diving. I would like to file a complaint through the 'Sanya Rest assured Tour' platform, requesting a refund of 660 yuan for diving and shooting fees, and investigating the improper behavior of the merchants." Mr. Zhang said. After providing relevant information, Mr. Zhang found that the refund of 660 yuan was received within 30 minutes after the platform's review. The work order was also sent to the Tourism, Culture, Radio, Television and Sports Bureau of Tianya District, Sanya City for verification and processing. "The handling of tourism complaints, which used to take 3 to 7 days, is now accepted within 3 minutes, pre processed with compensation within 30 minutes, and non major tourism complaints are completed within 1 day, providing tourists with a 'reassuring pill'." Wu Dan, Deputy Minister of Enterprise Development of Sanya Technology Investment Group Co., Ltd. The difficulty in filing complaints, slow investigation, and lengthy processing of tourism consumption disputes have always been the pain points that plague Sanya. On April 27, 2023, the Tourism, Culture, Radio, Television and Sports Bureau of Sanya City, together with Sanya Technology Investment Group Co., Ltd., took the lead in launching a pre compensation mechanism in the province, creating a front-end online complaint acceptance platform called "Sanya Rest assured Tour". The 12345 Government Service Convenience Hotline arranges professional customer service to be responsible for work order acceptance and pre compensation judgment in a new tourism service model. The key to paying compensation in advance is to do so first. When tourists come to Sanya for tourism and encounter tourism consumption disputes
Edit：Chenjie Responsible editor：Wang Chen
Source：http://www.legaldaily.com.cn
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