As more people choose to travel, infringement upon legal rights may occur. Here we outline complaint procedures.
Complaint Premise
- According to Chinese stipulations, tourist complaints apply only to matters that occur within China.
- Complaints must apply to travel activities only.
- In submitting a complaint, be specific about who is complaining, the exact nature of the complaint, and the facts.
Complaint Range
You should submit a complaint:
- If you think your travel agency has failed to offer you appropriate service
- If you think your travel agency did not execute the agreed-upon contract
- If you think your travel agency has caused bodily injury or property damage
- If your tour guide or driver inappropriately asks for tips or forces you to give tips
- If you think your travel agency is being dishonest, prejudicing your rights.
- If you determine that your interests have been infringed upon during your travels in China
How to Complain
You should first contact the related department by telephone to report your travel activities where you feel your rights have been violated. You may be asked to prepare a formal written statement.
Be specific in your complaint; include details about the travel agency, transportation, tour guide, hotel, etc. Include a statement about your pecuniary losses, and/or request for the investigation of legal responsibility.
Include supporting documents with personal information in detail, including your name, gender, nationality, occupation, age, etc. Allow 15- 45 days to handle your claim.
Where to Complain
Tourism Quality Supervision and Management Offices in China
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 | ||
Beijing
| Tel | Fax | Office Hours | Postal Code |
| 010-65130828 | 010-65158251/65158255 | 08:30-12:00; 14:30-17:00 | 100022 |
| Address | Room 1001, Beijing Tourism Building, No.28, Jianguomenwai Dajie, Beijing | ||
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Travelers' Voices on Complaints of Traveling
1.
Aug. 1,2009 11:45 Reply
Mr.Rumpf(USA) said:
Long time ago, but you should know. - - In May of 2006 I flew from Nanning to Beijing. I was unfamiliar with the Beijing airport so I was walking around looking
for my United flight to Chicago. In retrospect I found out I was in local and not on the other side in international. I found out by walking past a woman who had her back to me as I was walking by. She turned and said nicely (Chinese woman), can I help you?
I told her what I was looking for and suddenly a man appeared saying, Oh! You want international as he took my large rolling luggage and took off with it. I followed with my rolling carry-on. He went into an isolated corridor as the woman walked along side me. When we walked down this corridor he got near the door on the other side and this man and the woman and a 3rd person, a small Chinese man stood right on top of me with a very threatening look on his face. The first larger man who took my luggage say, "Ok, now you give us money." I said I didn't have much Yuan and offered a 50. He said no, no, more money than that. I took out my wallet and the woman was looking into it and said, "Oh, $100! You give us $100!" That's what I had in my wallet and she saw it. I gave him $20. He said no. More. I gave him $20 more. There were some employee's looking on from a side door, possible cooking staff. They wore white uniforms of some kind like that. I asked for them to please let me go and he said something in Chinese and they left back where they came from and I proceeded out the door into international. This was basically a robbery with a strong implied threat and 1 year before the Olympics. I suggest you have Beijiing airport authorities be on the look-out for these types of unhealthy operations. They target foreign persons and get them very quickly (about 30 seconds) into isolated situations. I've read message boards where Americans have had near similar things happen to them at the Guangzhou Airport also. Thank you...............
2.
Jul. 21,2009 00:27 Reply
Mr.Rhuel Francisco(Phili) said:
I am not writing to complain but I would like to verify the legitimacy of the existence of Tang Dynasty Travel
This is my first time to do busines with them. The travel consultant is Mr. Joseph Lee. I hope that you can help me verify if i am dealing with a true Travel Agent since I will be representing them to my clients also. I have my own small travel agency here in the Philippines and sincerely would want to promote the beauty of your country, China.
Thank you very much
Rhuel Francisco, owner/proprietor World Travel Experience
Jul. 21,2009 01:00
Mr.Peter Paul(usa) replied:
I have never heard that there a travel agency called Tang Dynasty Travel. Is it good? Why not do business with this TravelChinaGuide. I think TCG is a good travel agency in China, the best i have ever met most probably.
3.
May. 3,2009 00:15 Reply
Mr.Barnett(UK) said:
The Beijing taxi drivers are getting more nationalistic and the standard of driving is generally dropping.
I had a guy refuse the fare because I was a foreigner when I evenly told him I would take his number he simply reached up with a smile and changed his meter to not available, and said he did not care if his number was taken because the foreigners were known to be all liars and had aids.
I telephoned the complaints number 68351150 and after a talk in Chinese giving a variety of number a voice in English comes on saying if you want English press 3 so when I press three a nice voice comes on saying "Thank you good bye" So I ring 68351570 Where a girl in very bad English told me that she had no Boss and did not speak good English" Then you ring the 24 hour "hotline" 65130828 and 65275315 and you find they are closed half the day for lunch. So we are back to the bad old day"s Woo Hoo. Roll on 60th Anniversary and Nationalism I"m getting out boys.
May. 3,2009 21:49
Ms.Ma(China) replied:
Yes, some Beijing taxi drivers only focus their eyes on money.It's no use to complain, as they are not afraid of that. I understand your feeling. In Beijing, I think city bus is more reliable.
Jun. 25,2009 23:56
Mr.YUE(CHINA) replied:
you should go on complaining that driver. Complain is useful and the other customers will benefit from it. By the way you should claim the receipt of the taxi. Why should we give up? You are helping the people as well as the taxi driver.
4.
Apr. 28,2009 00:27 Reply
Mrs.Ellis(Australia) said:
I am complaining about the merchant YIHUASHUMA GUILIN CHN at Guilin airport.
I thought it was safe to buy from airport shops, but this seller sold me an Ipod which turned out to be a poor quality fake. They assured me it had 8GB of memory, but it only had 2Gb. Have I any rights as a consumer for this dishonesty and misrepresentation?