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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.
Questions & Answers
Asked by Val Newman from NEW ZEALAND | Aug. 20, 2019 07:47Reply
Nanning to Guilin train
Hi there
Have booked train travel for the 24 th of aug 2019 , for 4 people 1st class
Receipt number 4055-5883-3787-1305 booked on the20/06/2019
Name of booking person v j Newman
As yet have not received any tickets/ or ticket information
Can you email the information to 4heavitreegmail.com
Regards Valerie Newman
Asked by Alton Drummond from USA | Aug. 16, 2019 18:04Reply
A Radio Purchased from Taobao, can it be put in Checked Baggage?
My wife is a Chinese National, she purchased a Radio from Taobao and she is not sure if it can be brought back to the US in checked baggage. Will it pass Departure Customs at Chengdu Airport or will it pass Inbound Customs at Atlanta Airport in the US. Delta Airlines from Chengdu to Shanghai to Atlanta to Richmond, VA in the US. Are there any CACC Regulations concerning this? The radio is for personal use.
Answers (2)
Answered by Justin | Aug. 18, 2019 18:19

According to what I know, the radio can be put in checked baggage in both China domestic airlines and international airlines. But the lithium battery in the radio cannot be in the checked baggage. Maybe you can bring it in your carry-on baggage or take it off.
Answered by Alton from USA | Aug. 18, 2019 19:57

Thanks Justin, That is what I was thinking. The Radio has no battery, it's Ham Radio Equipment and it is New in the box. My wife is in Chengdu and she is not sure or is afraid Chinese Customs will pull it from her carry on or checked bags. I think it will be okay in either. Thanks again for the answer.
Asked by Carol from SINGAPORE | Aug. 07, 2019 18:55Reply
Seat selection for First Class in Bullet Train
Does the first class seat in bullet train from ShenZhen to Guangzhou allow passenger to choose seat because I would like to choose seat near to the 'connection of two compartments' so that I can see my large luggage.

Is there lock provided at the compartment connection which can let us lock the luggage at connector so that other people will not take it pls?
Answers (1)
Answered by Stela | Aug. 07, 2019 19:09

As I know, you can only choose the seat numbers but cannot choose seat rows when booking bullet train tickets. There is a lock at the luggage storage to hold your luggage.
Asked by Carol from SINGAPORE | Aug. 07, 2019 05:02Reply
24" luggage at put at our seat
Can I find out for the First Class Bullet train seat from ShenZhen to Guangzhou if my luggage is 24" wheel type & i don't want to put it above it but put it in front of my seat is it possible? Coz its too heavy to put above my seat. Txs!
Answers (1)
Answered by Stela | Aug. 07, 2019 17:35

According to the rules, the luggage should be stored at the luggage carrier which is above the seat. However, the large luggage can be placed at the connection of two compartments.
Asked by Vee from MALAYSIA | Aug. 05, 2019 01:23Reply
What is the different between Harbin Train Station and Harbin West Train Station?
Answers (1)
Answered by Judy | Aug. 05, 2019 19:04

As the information shows, Harbin Train Station is located in city center, but Harbin West Train Station is in the remote area. Besides, most of the overnight trains arrive at Harbin Train Station, and the bullet trains and high-speed trains arrive at Harbin West Train Station mostly.
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