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Customer Service

Customer service is one of the most important aspects of running a business, especially in the tourism industry. Great customer service often leads to a more enjoyable travel experience.

For 20 years, TravelChinaGuide has made customers' satisfaction our foremost concern. To achieve that, we have developed the following policies:
Efficient response to all customer inquires
  1. Usually the office hours in China are 9:00 am to 17:00 pm, from Monday to Friday. However, to minimize the time difference and provide prompter service to our customers, the working time at TravelChinaGuide is 7:00 am to 21:00 pm, seven days a week. Even during the public holidays, our travel consultants work in shifts to ensure efficient customer service. Our policy is that all customer inquiries should be dealt with within 24 hours, most often we respond just within a couple of hours.
  2. What's more, for the convenience of the customers, we provide toll free phone calls from USA, Canada, United Kingdom and Australia. Our international phone can be reached from all corners of the world. We also have 24/7 mobile service available to our clients for emergencies. All the phone calls to our office are picked up without any delay.
One-on-one personalized service from start to finish
  1. Once we have made contact, we will assign you a professional travel consultant. She will work with you from the beginning of customizing itinerary to the completion of the whole trip. You will enjoy real personalized service.
  2. Your travel consultant is responsible for making arrangements for your tour and will keep you informed of the status of all bookings via email. One week before your tour starts, she will recheck all the reservations to ensure everything will go smoothly. When you have any questions during the trip, or if you encounter any difficulties when on tour, she will always be available to help you.
  3. All our travel consultants have been working in the tourism field for 5 to 20 years. They travel extensively, know the business very well and are very competent. You should feel free to ask as many questions or make as many requests or alterations as you wish to get your own ideal trip. They are patient, considerate, accommodating, work-loving people who will never feel inconvenienced and will respond to each of your questions carefully and efficiently.
Listen to the customers
  1. Listening to the customers is the best way to know what they really want. To plan a trip, you might be familiar with the destinations and know what you would like to visit, or you might not know what should be included, but can tell us what you like and dislike. In any case, we are happy to hear about your ideas and discuss the tour plan with you.
  2. Our travel consultant will communicate with you via email and sometimes through phone calls, care about your concerns and needs, and offer professional suggestions and specific tour proposals until you are satisfied.
Follow up on feedback
  1. For each booking with TravelChinaGuide, after the clients have completed the trip, we ask for feedback in a follow-up email. Although we are quite confident of our services, we are still eager to know what the clients thought of the tour. We read the feedback carefully. Both positive and negative feedback can help us make improvements.
  2. We also follow up on feedback through phone calls (calling to the hotel or to the local guide) during the tours. If everything is going well, that is good. If there are any unpleasant experiences, we can solve the problem right away and prevent it from happening again in the following tours.
Deal with complaints
  1. In business activities, no matter how perfect an organization may be, complaints from the customers are certain to arise. To deal with the complaints, TravelChinaGuide has a very positive attitude and always tries to solve the problem quickly and fairly.
  2. We take customer complaints seriously. If it is caused by our mistake, we will respond to the guests immediately and take all possible steps to handle it well.
  3. If the complaints are complicated and involve third parties, our Customer Support Team will carry on the investigations and your travel consultant will let you know the anticipated time frame for a response. Our policy is to resolve all complaints within three workings days if possible. Usually we are able to find a solution that pleases our clients and they are happy with the way we dealt with the complaint.
  4. To better train our staff, we keep records of all customer complaints and the resolutions. We learn from each experience and aim to eliminate all complaints in TravelChinaGuide Tours.
As one of China’s leading tour operators, TravelChinaGuide has earned a very good reputation for reliability and maintaining a high standard of service. We strive to exceed customers' expectations by always listening, thinking and doing more.