China Tourism Group Statement: Addressing Recent Incidents and Commitment to Tourist Safety and Satisfaction112

China Tourism Group (CTG) Statement Regarding Recent Incidents and Commitment to Tourist Safety and Satisfaction

October 26, 2023

China Tourism Group (CTG) acknowledges the recent media attention surrounding several incidents impacting the travel experiences of both domestic and international tourists within China. We understand the concerns raised and wish to address these matters directly, reaffirming our unwavering commitment to the safety, well-being, and overall satisfaction of all our valued customers.

Specifically, we are addressing concerns raised regarding: a) the alleged overcharging of tourists at certain popular attractions; b) reported instances of inadequate service standards at selected hotels and restaurants affiliated with our network; and c) the perceived lack of effective communication and response mechanisms in dealing with tourist complaints.

Addressing Allegations of Overcharging: We are conducting a thorough and transparent investigation into the allegations of overcharging at several tourist sites. Preliminary findings suggest inconsistencies in pricing practices at some locations, which are not in line with CTG’s commitment to fair and reasonable pricing. We are working closely with the relevant local authorities and businesses to rectify these issues immediately. This includes implementing stricter price monitoring systems, enhancing transparency in pricing displays, and strengthening penalties for any vendors found to be engaging in deceptive pricing practices. We are also establishing a dedicated hotline and online platform where tourists can report such incidents with evidence, ensuring swift investigation and resolution.

To prevent future occurrences, we are implementing a comprehensive training program for all affiliated businesses to reinforce best practices in pricing transparency and customer service. This will include regular audits and reviews to ensure compliance with our newly established pricing regulations. Furthermore, we are collaborating with government regulatory bodies to develop more standardized pricing mechanisms across the tourism industry, aiming for greater fairness and consistency for all travelers.

Improving Service Standards: We recognize the importance of providing consistently high-quality service to our customers. The reported instances of inadequate service standards at certain affiliated hotels and restaurants are deeply concerning. We are taking immediate action to address these issues, including conducting internal audits of these establishments, reviewing customer feedback and complaints, and implementing comprehensive training programs to enhance service quality and professionalism. We are also evaluating our partnerships with these establishments, and will not hesitate to terminate contracts with those consistently failing to meet our standards.

CTG is committed to improving communication and response mechanisms to ensure timely and effective handling of customer complaints. We are enhancing our customer service channels, including expanding our multilingual support teams and providing more readily accessible online platforms for submitting feedback and complaints. We are also developing a more robust internal system for tracking complaints and ensuring prompt responses and appropriate resolutions. We understand that swift and effective responses are critical in regaining trust and ensuring positive experiences.

Commitment to Safety and Security: The safety and security of our tourists remain our top priority. We are actively collaborating with local authorities to enhance safety measures at popular tourist destinations, including improved security personnel presence, better emergency response protocols, and improved signage and information systems. We are also investing in advanced technologies, such as real-time monitoring systems and traveler safety apps, to provide enhanced support and assistance to our tourists.

Strengthening Partnerships and Collaboration: We are strengthening our partnerships with government agencies, tourism associations, and industry stakeholders to promote a more sustainable and responsible tourism sector in China. This includes collaborative efforts in regulating pricing, enhancing service standards, and improving safety measures across the industry. We believe that through collaborative efforts, we can create a more positive and enriching travel experience for all.

Transparency and Accountability: CTG is committed to transparency and accountability. We will provide regular updates on our progress in addressing the aforementioned issues and will actively seek feedback from our customers to continuously improve our services. We believe that open communication and proactive engagement are essential in building trust and fostering a positive and sustainable tourism industry.

We sincerely apologize for any inconvenience or negative experiences that our customers may have encountered. We are dedicated to regaining your trust and confidence, and we are committed to providing a safe, enjoyable, and memorable travel experience in China. We invite all travelers to share their feedback and concerns with us, as your input is crucial to our continuous improvement efforts. We are confident that by working together, we can enhance the overall quality and reputation of tourism in China.

Sincerely,

China Tourism Group (CTG)

2025-05-10

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