Sanya Island Scenic Area Overtime Queuing Refund Mechanism and Detailed Process of Advance Compensation (Trial)

"Overtime Queuing Refund Mechanism"

Implemented at 8:00 on February 2, 2025!

01 Compensation Situations

Xidao Scenic Area

Advance Compensation for Boarding

(1) From the opening of the scenic area to 09:30 when checking tickets and waiting for the ship, if boarding fails within 60 minutes, advance compensation will be initiated.

(2) From 09:31 to 10:30 when checking tickets and waiting for the ship, if boarding fails within 90 minutes, advance compensation will be initiated.

(3) From 10:31 to 16:00 when checking tickets and waiting for the ship, if boarding fails within 120 minutes, advance compensation will be initiated.

Advance Compensation for Departure

(1) Before 12:00 on the same day when checking tickets and waiting for the ship, if boarding fails within 60 minutes, the advance compensation mechanism will be initiated.

(2) From 12:01 to 15:00 when checking tickets and waiting for the ship, if boarding fails within 90 minutes, the advance compensation mechanism will be initiated.

(3) After 15:01 when checking tickets and waiting for the ship, if boarding fails within 120 minutes, the advance compensation mechanism will be initiated.

Sanya Wuzhizhou Island Tourist Area

Advance Compensation for Boarding

(1) Starting from passing the security check machine before 10:00 am, if boarding fails within 90 minutes, advance compensation will be initiated.

(2) From 10:00 to 13:00 when starting from passing the security check machine, if boarding fails within 120 minutes, advance compensation will be initiated.

(3) From 13:00 to 16:00 when starting from passing the security check machine, if boarding fails within 90 minutes, advance compensation will be initiated.

Advance Compensation for Departure

(1) Before 15:00 on the same day, after arriving at the queuing railing area of the island dock, if boarding fails within 90 minutes, advance compensation will be initiated.

(2) During 15:00 - 19:00: After tourists arrive at the queuing railing area of the island dock, if boarding fails within 120 minutes, advance compensation will be initiated.

02 Exemption Rules

(i) Queuing time warning: After the daily ticket sales reach 10,000, the scenic area will issue a queuing time warning to inform that there is a risk of queuing for more than 120 minutes. If you are still willing to buy tickets and queue up to board the island after knowing the risk, advance compensation will not apply.

(ii) Accidents and force majeure factors: If the queuing is caused by accidents and force majeure factors (natural disasters, abnormal social events, sudden ship failures, etc.), advance compensation will not apply.

03 Compensation Application Process

Registration Steps

1. Consumers follow the official WeChat public account of "Sanya Travel with Ease". Enter the homepage of "Sanya Travel with Ease" and select "Complaint and Claim".

2.Fill in the information according to the page prompts. Accurately register personal information such as name, ID number, and contact phone number; fill in Sanya Xidao/Sanya Wuzhizhou Island Tourist Area in the complaint merchant field; select "Other" for the complaint reason; fill in the "Occurrence Time" based on the actual boarding/departure time.

3.Fill in the "Complaint Content and Demands" box in detail:

（1）I spent [XX] yuan to buy [X] tickets for Xidao Scenic Area/ Wuzhizhou Scenic Area on [specific date];

(2) If the boarding waiting time exceeds the limit, fill in: When boarding, [X] people checked in and waited for the ship at [XX] o'clock [XX] minutes on [XX] day, and boarded the ship at [XX] o'clock [XX] minutes on [XX] day, and the waiting time was [XX] minutes; (Consumers who did not exceed the time limit do not need to fill in this item)

(3) If the departure waiting time exceeds the limit, also fill in: When returning to the port, [X] people checked in and waited for the ship at [XX] o'clock [XX] minutes on [XX] day, and boarded the ship at [XX] o'clock [XX] minutes on [XX] day, and the waiting time was [XX] minutes; (Consumers who did not exceed the time limit do not need to fill in this item)

(If one person buys multiple tickets, fill in the relevant information truthfully in points (2) and (3).)

3.Upload materials: Please upload the front and back photos of the ID cards of the ticket purchaser and accompanying persons (if one person buys multiple tickets, it is recommended to place them side by side for taking pictures), the payment screenshot of the entrance and ship tickets, and the photo of the boarding clock (tourists who buy Wuzhizhou entrance and ship tickets need to upload).

Consumers who have completed the registration can follow the official WeChat public account of "Sanya Travel with Ease" to check the processing results. Consumers who pass the review can withdraw the compensation money in "Sanya Travel with Ease" within 1 - 2 working days after receiving the 12345 hotline call. If not approved, please follow the page reply results and restart the registration process.

Special Reminder:

1.Consumers must register as soon as possible within 48 hours after returning to the port;

2.Consumers should fill in the information and upload vouchers truthfully. If the relevant facts or amounts are fabricated or there are other acts of fraud, once verified, they will be handed over to the relevant departments for handling.

04 Compensation Methods and Conditions

(i) Round-trip overtime compensation: If the queuing time for both boarding and departure exceeds the specified time, the platform will refund 100% of the entrance and ship ticket fees to fully protect your rights.

(ii) One-way overtime compensation: If the queuing time for one-way boarding or departure exceeds the specified time, the platform will refund 50% of the entrance and ship ticket fees to provide corresponding compensation for your loss.

05 Tourist Rights Protection

Even if the advance compensation mechanism is triggered, you still have the right to continue to visit the island and will not be subject to any travel restrictions due to the claim application. The tourist area will fully guarantee the smooth progress of your subsequent journey and allow you to enjoy the beauty of the island!