Complaint handling procedures

Tang Dynasty Travel endeavors to provide the best possible service for our guests. We do our utmost to avoid any potential problem, but complaints may still occur. Our complaint handling procedures are:

• When complaints occur during a tour:
  - Any complaint received by our guides, local office, or partners should be immediately reported to our headquarters.
  - Our customer service team will investigate what has occurred, and call the client as soon as possible to purpose a way to solve the issue. If a complaint occurs due to poor service, the compensation may include: a free meal, and/or free tickets for an evening show and other things that can make our guests satisfactory.
  - A written report will be sent to you in a timely manner including full details of our investigation with the nature and terms of any compensation made. We will do our best to resolve the issue to the client’s satisfaction, but if you receive further queries, or if the client finds our compensation unsatisfactory, the matter should be referred back to us.
  - Once the issue has been resolved between your company and our company, please send us a letter as acknowledgement of the resolution.
• Complaints received from our clients after completion of the tour:
  - Please provide relevant receipts and substantiating evidence of any complaint in written form. Upon receiving the complaint from you, our customer service team will immediately investigate the matter.
  - A written report will be sent to you within three days including full details of our investigation with the nature and terms of any compensation to be made. The report will hopefully provide a satisfactory outcome, but if there are further queries or the offer of redress is not satisfactory then the matter should be referred back to us.
  - Communication between your company and our company will continue until a satisfactory outcome including a final offer of redress if there is any involved, is accepted by Audley clients. Please send us a letter as acknowledgement of the resolution.