The "May Day" holiday is coming, today, the Information Office of the People's Government of Yunnan Province held a special press conference on the work of the Yunnan tourism market in 2021, inviting the relevant responsible comrades of the Provincial Department of Culture and Tourism to introduce the relevant policies of "30 days without reason to return" and the relevant situation of the "May Day" holiday in Yunnan, and answer questions from reporters.
Yang Cheng, member of the Party Group and deputy director of the Department of Culture and Tourism of Yunnan Province, released the news (reporter Zhao Jia photography)
Yang Cheng, member of the Party Group and deputy director of the Department of Culture and Tourism of Yunnan Province:
Friends in the news media:
Good evening, everyone!
In recent years, Yunnan Province has promoted the trilogy of "rectifying chaos, smart tourism, and improving quality" and "tourism revolution", grasping the improvement of online wisdom and offline high-quality development, and continuously improving the tourism environment and enhancing the tourism experience. Focusing on "improving quality", in view of the pain point of tourists shopping dissatisfaction in the tourism market, we have implemented the "30-day no reason return" for tourists shopping in the province from May 1, 2019. After two years of operation, this measure has achieved good results, protected the legitimate rights and interests of tourists, optimized the tourism consumption environment, and "30 days without reason to return" has become a new symbol of integrity in Yunnan and a new brand of tourism in Yunnan.
In order to grasp the implementation of "30 days without reason to return" and create a reassuring consumption environment for tourists to return at any time for tourists, we have mainly grasped the following aspects of work:
The first is to establish a return work system. The "Interim Measures for the Administration of Tourist Shopping Returns in the Province", the "Yunnan Tourist Shopping Return Supervision Center Return Service Work Guide (Trial)" and the "Yunnan Tourist Return Center Service Point Return Service Work Guide (Trial)" and other work systems have been formulated and promulgated, clarifying the work organization settings, the division of work responsibilities, the return work process, the return time limit requirements, and the principle of advance payment, so as to ensure that the "30-day no reason return" work is standardized and standardized.
The second is to build a return work mechanism. In 16 states (cities) and key tourism counties (cities, districts) set up 123 tourist shopping return supervision centers, special personnel to coordinate and supervise the return of tourists; in the province's 15 airports and major high-speed rail (train) stations, tourist concentration areas, etc., in accordance with the "unified name, unified logo, unified design, unified procedures" of the "four unification" requirements, standardized the establishment of 130 "Yunnan Tourist Return Center Service Points", to provide tourists with convenient and fast on-site return services.
The third is to open online return channels. Relying on the "one mobile phone tour in Yunnan" platform, the "I want to return" function was opened to provide tourists with a unified and convenient mobile phone return channel to ensure that tourists want to return, return at any time, quickly and worry-free.
The fourth is to increase the publicity of the return system. Increase the awareness and participation of tourists and merchants in return policies, channels and processes through typical case reports, online and new media publicity, and social publicity. Fifth, improve the level of return service. Regularly organize the staff of the return supervision center and return service point of 16 prefectures and cities in the province to participate in business training, and continuously improve the quality and level of service of tourist shopping and return work in the province; in addition, it has also strengthened the publicity and training of tour guides and travel agency personnel, improved the initiative of industry personnel to implement the "30-day no reason return", patiently did a good job in tourist troubleshooting, and took the initiative to help solve problems. Sixth, strengthen the supervision of return work. Through the implementation of field research, secret visits and inspections, tourist return visits, etc., we will continue to carry out spot checks and inspections of the "30-day return without reason" work in various places, timely discover the deficiencies and problems in the return work, supervise and rectify the existing problems, and continuously improve the work.
Yang Cheng:
Through the promotion of the above work, tourists who purchase tourism goods in the process of tourism in Yunnan can achieve "30 days without reason to return" as long as they are not satisfied. Tourists can use the "Yunnan Tour" app and the "Yunnan Tour" Mini Program's "I want to return" function to make online returns, telephone returns, voice returns, tourists can also go to any return service point to return goods on the spot. Once the tourist return application is received, the staff of the provincial return supervision center directly logs on to the "one mobile phone managed tourism" app or the pc-side online return disposal platform to process the return application in a timely manner.
In the past two years, in accordance with the principle of "should be refunded" for tourists' shopping returns, we have accepted them in a timely manner and quickly handled tourists' return applications. The "30-day no reason return" work in our province has three main characteristics:
The first is to achieve "return at any time". As long as tourists have return requests, they can initiate a return application through the "Yunnan Tour" app and the "Yunnan Tour" Mini Program "I want to return" function 24 hours a day, and the staff of 123 return supervision centers in the province serve tourists 24 hours a day.
The second is to achieve a "rapid retreat". The average response time for return requests is 13 minutes, the average time to reach a return consensus is 4 hours and 54 minutes, and the average time to receive a refund is 4 days.
The scene of the press conference (reporter Zhao Jia photography)
The third is to achieve the satisfaction of tourists. According to the statistics of tourist evaluation of "a mobile phone tour in Yunnan", the satisfaction of tourists with the "30-day no reason return" in our province is 99.88%. The provincial return supervision center received a large number of thank-you letters and pennants from tourists, and affirmed and praised our work.
For example, Mr. Yang, a tourist from Sichuan, mentioned that the whole return process is easy, fast and efficient. There is staff professional guidance and help, after going to Yunnan to play and buy things more assured; Shanghai tourist Ms. Yuan commented: I was moved to cry, in fact, I was not hopeful, with the mood of trying to pull out 96301, customer service sister taught me to operate step by step, the staff also contacted me, the process is clear and transparent, according to the prompts can come; Shenzhen tourist Mr. Wen mentioned: "30 days no reason to return" service makes me more assured and more confident in yunnan travel and shopping, worth learning in various provinces across the country Guangxi tourist Ms. Luo commented: At the beginning, there was no great hope for the return, but the result made me very satisfied, there is no doubt, "30 days no reason to return", experience the worry-free return refund, consumption satisfaction, shopping at ease.
Tourist shopping "30 days without reason to return" is a pioneering measure for our province to further promote the "tourism revolution", create a good environment for Yunnan 'honest tourism', and further enhance the image of Yunnan tourism, and is also a solemn commitment made by our province to the majority of tourists across the country. In the next stage, on the basis of the previous work, we will continuously improve the quality of "30 days no reason to return" service. Continue to strengthen the functional construction of the tourist shopping return supervision center and the standardization of the service points of the tourist return center in Yunnan Province, strengthen the daily training of staff, and continuously improve the service quality and level of "30 days without reason to return"; continue to improve the functions of "a mobile phone tour in Yunnan" and "I want to return" to further make the return operation more convenient and the use of tourists without threshold.
We will base ourselves on serving tourists well, safeguarding the legitimate rights and interests of tourists, continuously strengthening the work of "30 days without reason for returns", providing tourists with more convenient, fast and transparent return services, creating a good and honest Yunnan tourism environment, and guarding the "golden signboard" of Yunnan tourism.