Hainan Promotes "Advance Compensation" to Cover the Whole Province, Enabling Tourists to Enjoy Their Trips in Hainan!
2025-02-14
It takes 3 minutes to accept, 30 minutes to handle, and 1 day to complete... Ms. Huang, a tourist visiting Hainan, never expected that her complaint would quickly receive a response from the functional department and a satisfactory answer. This is due to the establishment of the advance compensation mechanism for tourist consumption complaints in Hainan. Since 2023, Hainan Province has established a work mechanism for advance compensation of tourist consumption complaints with "unified compensation principles, unified acceptance processes, and unified handling time limits", and has promoted the "advance compensation" for tourist consumption complaints to cover all cities and counties in the province, promoting the optimization of the tourist consumption environment and enhancing service quality and tourist consumption satisfaction.
Establishing the Advance Compensation Mechanism for Tourist Consumption
Not long ago, Ms. Huang, a tourist from Jiangsu, felt that a souvenir she bought in Hainan was too expensive and contacted the merchant for a return. The merchant promised to return the goods within 30 days, but she was worried that the merchant would not refund the money, so she contacted the "Hainan Travel with Ease" platform to solve the return and refund problem.
The "Hainan Travel with Ease" Platform
On the same day, the platform made a judgment based on the information provided by Ms. Huang, deeming it to meet the requirements for advance compensation and initiating the small-amount fast compensation work. After mediation by the staff of the functional department, the two parties reached an agreement and the merchant agreed to return the goods. Ms. Huang received the compensation money, and the merchant reimbursed the funds back to the "Hainan Travel with Ease" platform.
"The problem was quickly solved and I got the refund," said Ms. Huang. She only contacted the platform with a try-it-out attitude, but she didn't expect it to be handled in 1 day. The efficiency is very high. "This platform is very good. It protects the rights and interests of tourists and allows people to travel in Hainan with peace of mind and happiness."
This is a microcosm of Hainan's establishment of the advance compensation mechanism for tourist consumption complaints and the rapid and efficient resolution of tourists' complaints.
In April 2023, Sanya City launched the "Sanya Travel with Ease" advance compensation platform for tourist consumption complaints, shortening the original tourist complaint handling process that took 3 to 7 days to within 3 minutes for acceptance, 30 minutes for "advance compensation" pre-disposal, and 1 day for completion of non-major tourist-related complaints. In August of the same year, Hainan Province promoted the Sanya model to the whole province. Each city and county launched the "Hainan Travel with Ease" advance compensation platform for tourist consumption complaints, realizing a unified network for complaints in the province, a unified platform for claim acceptance, and a unified standard for compensation handling.
Tourists shopping at a Sanya shopping mall By Chen Congcong, Sanya Media Media Group
It is reported that the "Hainan Travel with Ease" platform is a tourist consumption complaint advance compensation platform launched by the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department and is available on WeChat official accounts, WeChat mini-programs, Alipay mini-programs, etc. The platform is also connected to the Hainan Province 12345 hotline management center, achieving the acceptance of tourist consumption complaints within 3 minutes, handling within 30 minutes, and completion within 48 hours.
As of September this year, the "Hainan Travel with Ease" platform has cumulatively received 6714 complaints and recovered 807,800 yuan in consumer losses. It has become an important way to mediate and handle tourist consumption disputes.
Covering All Elements of "Food, Accommodation, Transportation, Tourism, Entertainment, and Shopping"
In recent years, Hainan has taken the "Hainan Travel with Ease" platform as an important means to solve tourists' worries and has continuously extended it to various tourist consumption terminal links. Up to now, there are about 253,800 merchants in the province in the "Hainan Travel with Ease" guarantee list of the platform, covering the six elements of "food, accommodation, transportation, tourism, shopping, and entertainment". The merchants that settle in need to sign a letter of commitment, abide by the relevant regulations on advance compensation, and actively cooperate with the advance compensation handling work.
Tourists enjoy holiday time at Dadonghai Scenic Spot
。
Now, when tourists encounter tourist consumption disputes during their trips in Hainan, they can submit relevant evidence online through the "Hainan Travel with Ease" platform. The online customer service will accept it within 3 minutes. When the evidence chain is true and sufficient and the legal basis for the claim is clear, the platform will advance compensation to tourists within 30 minutes.
Ye Jialin, director of the Sanya Tourism Development Bureau, said that the advance compensation mechanism effectively responds to the need of tourists to safeguard their legitimate interests and efficiently solves the reasonable demands of tourists in response to the pain points such as slow investigation and long time-consuming of tourist complaints, making tourists feel at ease. This measure also buys time for relevant law enforcement units to investigate, collect evidence, and enforce the law, which is conducive to strictly restricting merchants, strengthening long-term supervision, and rectifying the chaos in the tourism market.
"The advance compensation funds are divided into two modes: freezing and direct compensation. After the advance compensation, the platform will transfer the complaint situation to the industry competent department through the 12345 hotline for handling. If it is determined to be the merchant's responsibility, the consumer can withdraw and use it by himself; if it is not the merchant's responsibility, the advance compensation funds will automatically return to the 'fund pool'," said the relevant person in charge of the enterprise development department of Sanya Kechuang Investment Group. The guarantee fund pool is jointly funded by each city and county, and relevant policies are issued to clarify the scope of use and compensation standards of special funds to ensure the transparency and rationality of fund use.
Sanya Tianya End of the World Excursion Area is bustling with activity!
The relevant person in charge of the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department said that Hainan will continue to improve the functions of the advance compensation platform for tourist consumption complaints to ensure that all market entities such as "food, accommodation, transportation, tourism, shopping, and entertainment" are included as much as possible and that all complaints about tourist service quality are compensated.
Building the Brand of "Consumption with Confidence in Hainan"
Hainan also continuously upgrades and enhances the efficiency of the advance compensation service, comprehensively promotes the construction of an integrity mechanism, continuously improves and upgrades the consumption environment, and builds the brand of "Consumption with Confidence in Hainan".
In June 2023, Sanya implemented the "one household, one code" supervision mode, posting QR code pictures in the business premises of tourism-related merchants, forcing merchants to operate in good faith through "code" supervision, "code" service, and "code" supervision methods, and ensuring consumers' right to know. A merchant said that the "one household, one code" effectively regulates the business behavior of merchants and enables consumers to consume with confidence and understanding.
Relevant departments are doing their best to protect the services of tourists Photo: Sanya Daily
The Hainan Provincial Tourism and Cultural Radio, Television and Sports Department has summarized and promoted the new Sanya "Three Ones" + "Cloud Supervision" + "Red and Yellow Cards" credit supervision model in the province, striving to cover all cities and counties in the province.
At present, the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department, jointly with the Hainan Provincial Market Supervision Administration, has given the "Consumption with Confidence Code" to the merchants on the "Travel with Ease" platform and built an "Integrity Business Circle" relying on the platform merchants. This code integrates the functions of query, evaluation, complaint, and payment, enabling consumers to search for merchants, make online payments, evaluate merchants, report complaints, etc., and helps to build a long-term mechanism for tourism consumption management of "government-led, department-supervised, enterprise-integrity, public-supervised, and industry-self-disciplined".
On October 4, at the Sanya Atlantis Water World, a variety of amusement projects were highly favored by parent-child tourist groups. Photo by Wang Chenglong, a journalist of Hainan Daily's all-media.
At the same time, the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department also uses the "Hainan Tourism Integrity Platform" to establish credit files for more than 6,000 tourism-related enterprises, initially forming a "network" of credit information of tourism market entities; and jointly with market supervision departments and relevant industry associations, conducts joint punishment on seriously dishonest entities to regulate market order.
"Hainan has always resolutely cracked down on the behavior of cheating and overcharging tourists. Once discovered, it will resolutely crack down and seriously handle it to provide tourists with a comfortable, reassuring, warm, happy, and secure tourism environment," said the relevant person in charge of the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department. The next step will be to further improve and strengthen the joint supervision and law enforcement of tourism-related departments based on the "Hainan Travel with Ease" platform, realize the sharing of illegal clues, the interconnection of supervision standards, and the mutual recognition of processing results, and help to build a credit pilot city, allowing tourists to enjoy high-quality services in a healthy and orderly environment.
It takes 3 minutes to accept, 30 minutes to handle, and 1 day to complete... Ms. Huang, a tourist visiting Hainan, never expected that her complaint would quickly receive a response from the functional department and a satisfactory answer. This is due to the establishment of the advance compensation mechanism for tourist consumption complaints in Hainan. Since 2023, Hainan Province has established a work mechanism for advance compensation of tourist consumption complaints with "unified compensation principles, unified acceptance processes, and unified handling time limits", and has promoted the "advance compensation" for tourist consumption complaints to cover all cities and counties in the province, promoting the optimization of the tourist consumption environment and enhancing service quality and tourist consumption satisfaction.
Establishing the Advance Compensation Mechanism for Tourist Consumption
Not long ago, Ms. Huang, a tourist from Jiangsu, felt that a souvenir she bought in Hainan was too expensive and contacted the merchant for a return. The merchant promised to return the goods within 30 days, but she was worried that the merchant would not refund the money, so she contacted the "Hainan Travel with Ease" platform to solve the return and refund problem.
The "Hainan Travel with Ease" Platform
On the same day, the platform made a judgment based on the information provided by Ms. Huang, deeming it to meet the requirements for advance compensation and initiating the small-amount fast compensation work. After mediation by the staff of the functional department, the two parties reached an agreement and the merchant agreed to return the goods. Ms. Huang received the compensation money, and the merchant reimbursed the funds back to the "Hainan Travel with Ease" platform.
"The problem was quickly solved and I got the refund," said Ms. Huang. She only contacted the platform with a try-it-out attitude, but she didn't expect it to be handled in 1 day. The efficiency is very high. "This platform is very good. It protects the rights and interests of tourists and allows people to travel in Hainan with peace of mind and happiness."
This is a microcosm of Hainan's establishment of the advance compensation mechanism for tourist consumption complaints and the rapid and efficient resolution of tourists' complaints.
In April 2023, Sanya City launched the "Sanya Travel with Ease" advance compensation platform for tourist consumption complaints, shortening the original tourist complaint handling process that took 3 to 7 days to within 3 minutes for acceptance, 30 minutes for "advance compensation" pre-disposal, and 1 day for completion of non-major tourist-related complaints. In August of the same year, Hainan Province promoted the Sanya model to the whole province. Each city and county launched the "Hainan Travel with Ease" advance compensation platform for tourist consumption complaints, realizing a unified network for complaints in the province, a unified platform for claim acceptance, and a unified standard for compensation handling.
Tourists shopping at a Sanya shopping mall By Chen Congcong, Sanya Media Media Group
It is reported that the "Hainan Travel with Ease" platform is a tourist consumption complaint advance compensation platform launched by the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department and is available on WeChat official accounts, WeChat mini-programs, Alipay mini-programs, etc. The platform is also connected to the Hainan Province 12345 hotline management center, achieving the acceptance of tourist consumption complaints within 3 minutes, handling within 30 minutes, and completion within 48 hours.
As of September this year, the "Hainan Travel with Ease" platform has cumulatively received 6714 complaints and recovered 807,800 yuan in consumer losses. It has become an important way to mediate and handle tourist consumption disputes.
Covering All Elements of "Food, Accommodation, Transportation, Tourism, Entertainment, and Shopping"
In recent years, Hainan has taken the "Hainan Travel with Ease" platform as an important means to solve tourists' worries and has continuously extended it to various tourist consumption terminal links. Up to now, there are about 253,800 merchants in the province in the "Hainan Travel with Ease" guarantee list of the platform, covering the six elements of "food, accommodation, transportation, tourism, shopping, and entertainment". The merchants that settle in need to sign a letter of commitment, abide by the relevant regulations on advance compensation, and actively cooperate with the advance compensation handling work.
Tourists enjoy holiday time at Dadonghai Scenic Spot
。
Now, when tourists encounter tourist consumption disputes during their trips in Hainan, they can submit relevant evidence online through the "Hainan Travel with Ease" platform. The online customer service will accept it within 3 minutes. When the evidence chain is true and sufficient and the legal basis for the claim is clear, the platform will advance compensation to tourists within 30 minutes.
Ye Jialin, director of the Sanya Tourism Development Bureau, said that the advance compensation mechanism effectively responds to the need of tourists to safeguard their legitimate interests and efficiently solves the reasonable demands of tourists in response to the pain points such as slow investigation and long time-consuming of tourist complaints, making tourists feel at ease. This measure also buys time for relevant law enforcement units to investigate, collect evidence, and enforce the law, which is conducive to strictly restricting merchants, strengthening long-term supervision, and rectifying the chaos in the tourism market.
"The advance compensation funds are divided into two modes: freezing and direct compensation. After the advance compensation, the platform will transfer the complaint situation to the industry competent department through the 12345 hotline for handling. If it is determined to be the merchant's responsibility, the consumer can withdraw and use it by himself; if it is not the merchant's responsibility, the advance compensation funds will automatically return to the 'fund pool'," said the relevant person in charge of the enterprise development department of Sanya Kechuang Investment Group. The guarantee fund pool is jointly funded by each city and county, and relevant policies are issued to clarify the scope of use and compensation standards of special funds to ensure the transparency and rationality of fund use.
Sanya Tianya End of the World Excursion Area is bustling with activity!
The relevant person in charge of the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department said that Hainan will continue to improve the functions of the advance compensation platform for tourist consumption complaints to ensure that all market entities such as "food, accommodation, transportation, tourism, shopping, and entertainment" are included as much as possible and that all complaints about tourist service quality are compensated.
Building the Brand of "Consumption with Confidence in Hainan"
Hainan also continuously upgrades and enhances the efficiency of the advance compensation service, comprehensively promotes the construction of an integrity mechanism, continuously improves and upgrades the consumption environment, and builds the brand of "Consumption with Confidence in Hainan".
In June 2023, Sanya implemented the "one household, one code" supervision mode, posting QR code pictures in the business premises of tourism-related merchants, forcing merchants to operate in good faith through "code" supervision, "code" service, and "code" supervision methods, and ensuring consumers' right to know. A merchant said that the "one household, one code" effectively regulates the business behavior of merchants and enables consumers to consume with confidence and understanding.
Relevant departments are doing their best to protect the services of tourists Photo: Sanya Daily
The Hainan Provincial Tourism and Cultural Radio, Television and Sports Department has summarized and promoted the new Sanya "Three Ones" + "Cloud Supervision" + "Red and Yellow Cards" credit supervision model in the province, striving to cover all cities and counties in the province.
At present, the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department, jointly with the Hainan Provincial Market Supervision Administration, has given the "Consumption with Confidence Code" to the merchants on the "Travel with Ease" platform and built an "Integrity Business Circle" relying on the platform merchants. This code integrates the functions of query, evaluation, complaint, and payment, enabling consumers to search for merchants, make online payments, evaluate merchants, report complaints, etc., and helps to build a long-term mechanism for tourism consumption management of "government-led, department-supervised, enterprise-integrity, public-supervised, and industry-self-disciplined".
On October 4, at the Sanya Atlantis Water World, a variety of amusement projects were highly favored by parent-child tourist groups. Photo by Wang Chenglong, a journalist of Hainan Daily's all-media.
At the same time, the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department also uses the "Hainan Tourism Integrity Platform" to establish credit files for more than 6,000 tourism-related enterprises, initially forming a "network" of credit information of tourism market entities; and jointly with market supervision departments and relevant industry associations, conducts joint punishment on seriously dishonest entities to regulate market order.
"Hainan has always resolutely cracked down on the behavior of cheating and overcharging tourists. Once discovered, it will resolutely crack down and seriously handle it to provide tourists with a comfortable, reassuring, warm, happy, and secure tourism environment," said the relevant person in charge of the Hainan Provincial Tourism and Cultural Radio, Television and Sports Department. The next step will be to further improve and strengthen the joint supervision and law enforcement of tourism-related departments based on the "Hainan Travel with Ease" platform, realize the sharing of illegal clues, the interconnection of supervision standards, and the mutual recognition of processing results, and help to build a credit pilot city, allowing tourists to enjoy high-quality services in a healthy and orderly environment.
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