海南发布旅游投诉处理指南，若符合条件——投诉须当场或最迟24小时内受理

Core Viewpoint - The Hainan Tourism Association has issued a "Tourism Complaint Handling Guide (Trial)" to improve the complaint handling process for tourism enterprises, ensuring the protection of tourists' rights and interests [1][2]. Group 1: Guide Objectives and Scope - The guide aims to address issues such as delayed responses, non-standard processes, and inadequate handling of complaints in the tourism sector [1]. - It applies to various tourism operators in Hainan, including travel agencies, scenic spots, accommodations, transportation, dining, and shopping, covering all types of complaints [1]. Group 2: Complaint Handling Principles - The guide establishes four core principles for complaint handling: legality and compliance, rapid response, advance compensation, and closed-loop management [1]. - Specific operational standards are set for different stages of complaint handling, including response times and investigation protocols [1][2]. Group 3: Compensation and Responsibility - The guide outlines a process for advance compensation for eligible complaints, requiring businesses to cooperate with the "Hainan Safe Travel" platform for pre-disposal [2]. - It emphasizes the primary responsibility of tourism enterprises, mandating that the legal representative is accountable for complaint handling [2]. Group 4: Capacity Building and Service Improvement - Enterprises are required to establish regular training mechanisms for complaint handling personnel to enhance their skills in regulations, platform operations, and emergency response [2]. - The guide encourages a customer-centric approach, promoting warm service and flexible handling of sensitive complaints [2]. Group 5: Implementation and Monitoring - The Hainan Tourism Association plans to promote the guide's implementation through special inspections and the establishment of a typical case database [3]. - Enterprises demonstrating effective complaint handling will be recognized, while those failing to comply will face corrective measures [3].