Customer Service
In business operations, customer service is a core component, especially in the tourism industry. High-quality customer service serves as a crucial guarantee for tourists to enjoy a pleasant travel experience. As an independent platform specializing in Tangshan cross-border tourism, Ts Travel has always prioritized customer satisfaction since its establishment. To achieve this goal, we have formulated the following service policies to provide high-quality service support for every customer who chooses Ts Travel.
I. Efficient Response to All Customer Inquiries
To provide more timely services to customers, Ts Travel's customer service team adopts a "7-day non-stop" service model, with daily service hours from 08:00 to 18:00 (Beijing Time). Even during public holidays, our travel consultants work in shifts to ensure uninterrupted services and efficient handling of customer inquiries.
In accordance with our service standards, all customer inquiry requests will be responded to within 24 hours, and in most cases, specific solutions can be provided to you within just a few hours.
Furthermore, to enhance the convenience of cross-border inquiries, we have launched free toll-free phone services for customers in the United States, Canada, the United Kingdom, and Australia. Customers in other regions around the world can contact us via our international hotline. For emergencies during travel, we also provide a 24/7 mobile service channel to ensure that you can quickly reach our customer service team whenever you need assistance, without long waits.
II. One-on-One Exclusive Service Throughout the Entire Process
From the moment you establish contact with Ts Travel, we will assign a professional travel consultant to you, who will provide one-on-one service throughout the entire process—from itinerary customization to the end of your trip—allowing you to enjoy a truly personalized cross-border travel experience.
Your exclusive consultant will be fully responsible for itinerary arrangements and will keep you updated on the progress of all bookings (including flights, hotels, local transportation, etc.) in real time via email. One week before your departure, the consultant will recheck all booking information to identify and address potential issues, ensuring the smooth progression of your trip. If you have any questions or encounter unexpected difficulties during your travel, you can contact your exclusive consultant at any time, and we will coordinate to resolve the problem for you as soon as possible.
All travel consultants at Ts Travel have 5 to 20 years of experience in the cross-border tourism industry. They are not only familiar with tourism resources in various parts of the world (with in-depth expertise in Tangshan and its surrounding cross-border tourist routes) but also have rich on-site inspection experience, combining professional capabilities with strong service awareness. You are welcome to raise questions, put forward demands, or propose itinerary adjustments at any time—no matter how many revisions are needed, the consultant will respond to your needs efficiently with patience and attention to detail, helping you create your ideal cross-border journey.
III. Fully Listening to Customer Needs
Listening to customer needs is the prerequisite for understanding customers' true thoughts and providing high-quality cross-border tourism services. During the itinerary planning stage, whether you have a clear understanding of the destination (such as Tangshan and its surrounding cross-border scenic spots) and know exactly which attractions you want to visit, or you have not yet determined a specific itinerary but can tell us your preferences and taboos, Ts Travel will carefully listen to your ideas and discuss the itinerary plan with you.
Your exclusive consultant will mainly communicate with you via email and, when necessary, through phone calls. They will pay close attention to your concerns (such as visa application, language support, dietary preferences, etc.) and needs, and provide professional cross-border tourism suggestions and specific itinerary proposals until you are fully satisfied with the plan.
IV. Timely Follow-Up on Customer Feedback
For every customer who books cross-border tourism services through Ts Travel, we will collect your feedback via a follow-up email after the completion of your trip. Although we have full confidence in the quality of our services, we are still eager to learn about your true feelings about the journey.
We will carefully review every piece of feedback—whether it is positive recognition or negative suggestions, all of which will serve as important bases for us to optimize our services. In addition, during your trip, we will also follow up on service conditions via phone calls (contacting the hotel you are staying at or the local guide). If everything goes smoothly, we will continue to ensure the quality of the subsequent itinerary; if there are any unpleasant experiences, we will intervene immediately to resolve the issue and prevent similar problems from occurring in future trips.
V. Standardized Handling of Customer Complaints
In the process of operating cross-border tourism services, no matter how sound an enterprise's service system is, it may still receive customer complaints. Regarding complaint handling, Ts Travel always maintains a positive attitude and is committed to resolving problems quickly and fairly to protect customers' legitimate rights and interests.
We take every customer complaint seriously: if a complaint is caused by Ts Travel's own mistakes, we will respond to you immediately and take all feasible measures to handle the issue properly. If a complaint is complex and involves third parties (such as hotels, transportation providers, etc.), our Customer Support Team will launch an investigation immediately, and your exclusive consultant will inform you of the expected time frame for a response. In accordance with our service guidelines, we will strive to resolve all complaints within 3 working days if possible. Usually, we can find a solution that satisfies customers, and they are content with the way we handle their complaints.
To further improve the service capabilities of our team, we keep records of all customer complaints and their resolutions. We learn and improve from each experience, aiming to achieve the goal of "zero complaints" for Ts Travel's cross-border tourism services.
As a professional platform in the field of Tangshan cross-border tourism, Ts Travel has established an excellent reputation in the industry for its reliable service quality and high service standards. In the future, we will continue to take "exceeding customer expectations" as our goal, and constantly optimize our cross-border tourism services through "listening more, thinking more, and acting more", providing strong support for every one of your Tangshan cross-border trips.
