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Tourist Complaints in China

As more people choose to travel in China, infringement upon legal rights may occur. Here we outline complaint procedures.

Complaint Premise

According to Chinese stipulations, tourist complaints apply only to matters that occur within China. Complaints must apply to travel activities only. In submitting a complaint, be specific about who is complaining, the exact nature of the complaint, and the facts.

Under What Circumstances Can I Make a China Tour Complaint

You should submit a complaint under the following circumstances:

If you think your travel agency has failed to offer you appropriate service
If you think your agency did not execute the agreed-upon contract
If you think your agency has caused bodily injury or property damage
If your tour guide or driver inappropriately asks for tips or forces you to give tips
If you think your agency is being dishonest, prejudicing your rights
If you determine that your interests have been infringed upon during your visit in China

How to Make a Tour Complaint

You should first contact the related department by telephone to report your travel activities where you feel your rights have been violated. You may be asked to prepare a formal written statement.

Be specific in your complaint; include details about the travel agency, transportation, tour guide, hotel, etc. Include a statement about your pecuniary losses, and/or request for the investigation of legal responsibility.

Include supporting documents with personal information in detail, including your name, gender, nationality, occupation, age, etc. Allow 15- 45 days to handle your claim.

Where to Submit a China Tour Complaint

Tourism Quality Supervision and Management Offices in China

Ministry of Culture and Tourism of the People’s Republic of China

Tel	Fax	Office Hours	Postal Code
010-65275315	010-65201522/65122096	08:30-12:00; 14:30-17:00	100740
Address	No. Jia 9, Jianguomennei Avenue, Dongcheng District, Beijing

Beijing

Tel	Fax	Office Hours	Postal Code
010-12301	010-65201522/65122096	09:00-12:00; 14:00-18:00	100740
Address	Room 1001, Beijing Tourism Building, No.28, Jianguomenwai Avenue, Beijing

Anhui

Tel	Fax	Office Hours	Postal Code
0551-62821763	0551-2824001	08:30-11:30; 14:00-17:00	230061
Address	No. 162, Anhui International Business Center, Jinzhai Road, Baohe District, Hefei

Chongqing

Tel	Fax	Office Hours	Postal Code
023-12301	023-3851448	09:00-12:00; 13:30-17:30	400011
Address	5F, Huaying Mansion, No. 50, Jiuchikan, Cangbai District, Chongqing

Fujian

Tel	Fax	Office Hours	Postal Code
0591-87535640	0591-7538758	08:30-11:30; 14:00-17:00	230061
Address	16F, Libao Tianma Square, No.1, North Wuyi Road, Gulou District, Fuzhou

Gansu

Tel	Fax	Office Hours	Postal Code
0931-8826860	0931-8418443	08:30-11:30; 14:00-17:00	730000
Address	No. 361, Tianshui Road, Chengguan District, Lanzhou

Guangdong

Tel	Fax	Office Hours	Postal Code
12345	020-86665039	08:30-17:00	510010
Address	6F, Guangdong Tourism Mansion, No. 185, West Huanshi Road, Guangzhou

Guangxi

Tel	Fax	Office Hours	Postal Code
0771-5529315/ 0771-12301	0771-2801041	08:30-11:30; 14:00-17:00	530012
Address	50 meters to the south of the intersection of South Jinhu Road and Guichun Road, Qingxiu District, Nanning

Guizhou

Tel	Fax	Office Hours	Postal Code
0851-86818436	0851-6892309	08:30-11:30; 14:00-17:00	550001
Address	No. 346-5, North Zhonghua Road, Guiyang (Inside the Guizhou Provincial Government Building)

Hainan

Tel	Fax	Office Hours	Postal Code
0898-12301/ 0898-65358451	0898-5353074	08:30-11:30; 14:00-17:00	570203
Address	Hainan Tourism Bureau Building, No. 49, Haifu Road, Haikou

Hebei

Tel	Fax	Office Hours	Postal Code
0311-85814239	0311-6015368	09:00-11:30; 14:30-17:30	050021
Address	No. 22, Yucai Street, Shijiazhuang

Heilongjiang

Tel	Fax	Office Hours	Postal Code
0451-87010055	0451-3630860	08:00-17:00	150001
Address	19F, Block A, No. 209, Zhongshan Road, Nangang District, Harbin

Henan

Tel	Fax	Office Hours	Postal Code
0371-69699771	0371-69699770	24 hours	450018
Address	No. 22, East Jinshui Road, Jinshui District, Zhengzhou

Hong Kong

Tel (Group)	Tel (Private Tour)	Office Hours
00852-5081234	00852-9292222	08:00-18:00

Hubei

Tel	Fax	Office Hours	Postal Code
027-87124832	027-84822513	08:00-18:00	430050
Address	No. 98, Zhongbei Road, Wuchang District, Wuhan

Hunan

Tel	Fax	Office Hours	Postal Code
0731-88805555	0731-4720348	24 hours	410001
Address	No. 279, Yuehua Road, Yuelu District, Changsha

Inner Mongolia

Tel	Fax	Office Hours	Postal Code
0471-6282653	0471-668561	08:00-12:00; 14:00-18:00	010055
Address	No.1, Chilechuan Street, Saihan District, Hohhot

Jiangsu

Tel	Fax	Office Hours	Postal Code
025-83418185	025-3328795	08:00-12:00; 14:00-18:00	210003
Address	20F, Block E, Xincheng Mansion, No. 259, Middle Zhongshan Road, Nanjing

Jiangxi

Tel	Fax	Office Hours	Postal Code
0791-86269965	0791-6227860	08:30-11:30; 14:00-17:00	330006
Address	No. 183, Fuzhou Road, Donghu District, Nanchang

Jilin

Tel	Fax	Office Hours	Postal Code
0431-85653030	0431-5642053	08:30-11:30; 13:30-17:00	130021
Address	No. 1162, Xinmin Avenue, Chaoyang District, Changchun

Liaoning

Tel	Fax	Office Hours	Postal Code
024-86230222	024-6809415	24 hours	110031
Address	No.4 - 2, Wutongjiang Street, Huanggu District, Shenyang

Macau

Tel (Group)	Tel (Private Tour)	Office Hours
00853-340390	00853-307820	09:30-17:30

Ningxia

Tel	Fax	Office Hours	Postal Code
0951-6723298	0951-6041783	08:30-11:30; 14:00-17:00	750001
Address	No. 375, East Beijing Road, Xingqing District, Yinchuan

Qinghai

Tel	Fax	Office Hours	Postal Code
0971-6159841	0971-8239515	08:30-11:30; 14:00-17:00	810000
Address	No. 156, Huanghe Road, Chengxi District, Xining

Shaanxi

Tel	Fax	Office Hours	Postal Code
029-85261059	029-85250151	08:00-18:00	710061
Address	No. 15, North Chang'an Road, Beilin District, Xi'an

Shandong

Tel	Fax	Office Hours	Postal Code
0531-12301	0531-2964284	24 hours	250014
Address	No. 12, Jingshiyi Road, Lixia District, Jinan

Shanghai

Tel	Fax	Office Hours	Postal Code
021-64393615	021-64393615	09:00-17:00	200030
Address	Room 213, No. 2409, South 2nd Zhongshan Road, Xuhui District, Shanghai

Shanxi

Tel	Fax	Office Hours	Postal Code
0351-7325012	0531-4048289	08:30-11:30; 13:30-17:00	030001
Address	No. 453, Changzhi Road, Xiaodian District, Taiyuan

Sichuan

Tel	Fax	Office Hours	Postal Code
028-6654780	028-6671042	08:30-11:30; 14:00-17:00	530012
Address	No. 2, Upper Qinglian Street, Jinjiang District, Chengdu

Tianjin

Tel	Fax	Office Hours	Postal Code
022-28359093	022-28352324	08:30-17:30	300074
Address	Room 405A, 4F, Block B, Da’an Mansion, Youyi Road, Hexi District, Tianjin

Tibet

Tel	Fax	Office Hours	Postal Code
0891-6834193	0891-6334632	09:30-13:30; 16:00-20:00	850001
Address	No. 3, Norbulingka Road, Chengguan District, Lhasa

Xinjiang

Tel	Fax	Office Hours	Postal Code
0991-12301	0991-8834449	09:30-13:30; 16:00-20:00	830001
Address	No. 36, Jinyin Avenue, Tianshan District, Urumqi

Yunnan

Tel	Fax	Office Hours	Postal Code
0871-64608315	0871-64608314	09:00-12:00; 13:30-17:00	650200
Address	Yunnan Tourism Mansion, No. 678, Dianchi Road, Xishan District, Kunming City

Zhejiang

Tel	Fax	Office Hours	Postal Code
0571-12301	0571-85117419	08:30-11:30; 14:00-17:00	310007
Address	No. 531, Xixi Road, Xihu District, Hangzhou

Further Reading: China Tourism Industry Complaint Analysis

- Last updated on Apr. 23, 2024 -

Questions & Answers on Tourist Complaints in China

Asked by John Verrill from UNITED STATES | Oct. 05, 2024 07:18

How do I make a complaint against çœŸæŒšåœ°, Mr. Hao Donghai CnTravelPortal Travel Agency. Room 150

This travel company said I could only pay by PayPal for they didn't take credit cards. They got paid in full for there services with money to spare because no flight was takin. They said that I needed to send another 758.00 American dollars because my friend who was supposed to fly to U.S. was refused to board the plane. They said she needed $2000 in her possession. Cntravel did not inform us of this, but I sent another 758 for friend to catch next flight. My friend was then told she could not leave China due to violation of work contract. They received my $ 758 day after this ruling and will not return ot. They stated we do not do refunds.

Answers (1)

Answered by Lori | Oct. 09, 2024 20:11

You can call +86 12301, the special line for tourism, to make a complaint.

Asked by M Lee from SINGAPORE | Apr. 21, 2024 22:53

Compliant against travel agent - Chengdu

Greetings. Please advise where may I lodge a compliant against a travel agent whom we engaged in Chengdu.
We travelled 29 Mar - 19 April 2024.

Answers (3)

Answered by Joshua | Apr. 22, 2024 23:01

You can call the complain hotline: +86 12345.

Answered by M Lee | Apr. 23, 2024 18:42

Are you sure this number is correct?

Answered by Keith | Apr. 23, 2024 20:02

This is the special hotline for consumer complaint. To make it easy to remember, the official set it consecutive numbers.

Asked by Jovial from SINGAPORE | Apr. 13, 2024 21:01

Hello there, I experienced a tour guide that forcefully and threatened us if we do not make certain purchases. I wish to check and enquire if you guys are able to advice on the email address of Lijiang and Yunnan Travel Authorities as I have already returned to Singapore.

Answers (2)

Answered by Joshua | Apr. 15, 2024 02:57

You can call +86 0888-5123432 to Lijiang Municipal Administration of Cultural & Tourism to complain.

Answered by Mei Peng | Nov. 17, 2024 06:22

Hello Jovial, I experienced the same as what you encountered.
Did you manage to reach out to the said department? Is there an email we can write in to?
Thank you in advance.

Asked by Wendy from SINGAPORE | Jan. 19, 2024 22:56

Conned by seller from Yunnan

Bought jade from seller from Yunnan Ethnic Village. She assured us it was natural color but we tested by ourself and found out that it was injected coloring.

Answers (2)

Answered by Wendy | Jan. 19, 2024 23:00

I tried calling the number provided for Yunnan tourist multiple times but to no avail. 0871-64608315
And tried loading this website jbts.mct.gov.cn
but it cannot load

Answered by Tiffany | Jan. 21, 2024 17:39

Hi, you may try to call 12345.

Asked by Chua Poh Suan from SINGAPORE | Sep. 06, 2023 09:37

Hotel complaint

Hi, can I submit a hotel complaint if I cannot get appropriate resolution from the hotel? The hotel room is damp and we are having difficulty in breathing. Is there any way to get help?

Answers (1)

Answered by Ivy | Sep. 06, 2023 23:18

You can call 12315to lodge a complaint.