Customer Complaint Handling Procedure

1. Objective
To provide a structured and transparent approach for handling complaints from travelers, ensuring timely resolution, maintaining service excellence, and protecting the agency’s reputation.

2. Complaint Channels
Customers may submit complaints via:
- In-person (to tour leaders/ at our office)
- Post-tour questionnaire
- Email: contact@dynasty-tours.cn
- Phone: +86-10-58706849
- Our website: http://www.dynasty-tours.cn/

3. Handling Procedure

Step 1: Acknowledgment
- Acknowledge the complaint within 24 hours (working days) of receipt.
- Provide an initial response including a case number and contact person for tracking.

Step 2: Registration
- Complaints should be submitted to Marketing Department.
- Marketing Department enters the complaint into the Complaint Handling Log with the following details:
  - Serial number of travel
  - Client name and nationality
  - Tour reference and guide involved
  - Nature of complaint and date received

Step 3: Investigation
- Assign the case to a bilingual staff of Marketing Department.
- Contact relevant staff and involved parties, review relevant service records, booking agreements, and communications.
- Ensure cultural sensitivity during investigation and resolution.

Step 4: Response and Resolution
- Aim to respond to the client within 21 working days with a clear explication and a proposed resolution, which is based on findings and aligned with company policies and customer rights.
- Possible resolutions include apologies, partial refunds, discount and alternative service. Offer options where applicable.
- Ensure the client understands and accepts the proposed outcome.

Step 5: Escalation
- Full process of communication via online channels should be copied to the management. If the client is dissatisfied, escalate to department head or general manager within 48 h.
- Offer mediation where necessary. Aim to provide final resolution communicated within 5 additional working days.

Step 6: Documentation
- Document the final outcome and client feedback.
- Update the complaint record as “Resolved” or “Unresolved.”
- Archive the complaint record for internal review.

5. Follow-up and Improvement
- Send a follow-up email/call within 14 days to confirm satisfaction
- Discuss during regular internal meetings to use feedback to improve services (e.g., staff training, service standard)

6. Confidentiality
All complaints and personal data are handled with strict confidentiality and aligned with our Customer Privacy Policy.