127 Complaints Handled Throughout the Year
At the beginning of the new year, the author learned from the Wulingyuan District Tourism and Foreign Affairs and Overseas Chinese Affairs Bureau of Zhangjiajie City that in 2015, the Wulingyuan District Tourism and Foreign Affairs and Overseas Chinese Affairs Bureau accepted a total of 127 valid tourism complaints and disputes, with a settlement rate of 100%, a settlement satisfaction rate of 95%, and a total of 357,000 yuan in direct economic losses for tourists.
Last year, the Wulingyuan District Tourism and Foreign Affairs and Overseas Chinese Affairs Bureau continued to promote the "Safety and Satisfaction in Zhangjiajie" special rectification campaign, focusing on ensuring tourism safety, striving to standardize the order of the tourism market and improve the quality of tourism services. Throughout the year, more than 80 tourism market order inspections were organized, 1,580 tour guides were inspected, and a total of 3 cases of travel-related violations of laws and regulations were filed and investigated. Carry out inventory, registration and filing work for travel agency service outlets and shopping points in the region, and sign a "responsibility letter" to control tourism chaos. At the same time, "tourism chaos" management was carried out regularly or irregularly, and 17 rectification instructions were issued within a time limit, and 17 rectifications were in place.
Training Staff Through Multiple Methods
The Wulingyuan District Tourism and Foreign Affairs and Overseas Chinese Affairs Bureau has also adopted various methods such as general training, in-depth training, and intensive training to focus on training tourism practitioners and improve the service quality of front-line employees. It has organized management and service training for tourism practitioners in the district four times, with more than thousands of participants.
Complaint and Consultation Platform Serves Tourists
The bureau also relies on the "5618331" tourism complaint consultation platform to actively provide various consultation services to tourists, providing more than 1,200 telephone consultation services throughout the year. The timely and efficient complaint handling and round-the-clock service have won widespread praise from tourists.