In China, under the state macro-control, all the tourism industries are regulated by the China National Tourism Administration. In order to normalize the order of the tourist market, supervise and manage the service quality and maintain legal rights and interests of tourism consumers and operators, the Quality Guarantee Fund is charged. When Travel agents have no ability to compensate for the loss to tourist or reject to pay the loss, the Fund, as a special fund, is used by the China National Tourism Administration to protect tourists' interests.
Shaanxi Yuhua International Travel Service, as a formal professional travel agent, the Quality Guarantee Fund is CNY 600.000.00 (about 90.910.00 USD) to assure clients a high-quality travel service.

Q: Under what condition, the National tourism administration will refund the
     quality guarantee fund to travelers?

Answer:

1, Due to travel agent's own fault, the service quality does no reach the standard according to the contract , and caused economic and interests loss to tourists.
2, Travel agent's service is not up to the national or industry standards, and resulting in economic and interests loss to tourists;
3, Travel agent goes bankrupt and causes the losses of prepaid travel expenses to tourists.
4, Other circumstances National Tourism Administration regulated.

Q: Under what condition, the quality guarantee fund can not be used?

Answer:
1, Due to the force majeure, the travel agent can not perform the contract.
2, Loses come due to the tourists personal reasons.
3, Natural property or natural wear and tear of the goods contained in the parcel or luggage,

Q: How much is the amount of compensation?

Due to the fault of Travel Agent :
1, Due to the fault of travel agents that tours can not be carried out on time after receiving deposite, the travel agents should definitely notify tourists three days ahead to avoid their relevant losses. Or they must pay 10% of the deposite as penalty to toursits.
2, Due to the fault of travel agents that tourists miss the air, train or ship, the travel agents should compensate their direct economic losses, and pay 10% of the direct economic losses as penalty.
3, Due to the fault of travel agents that the travel activities and services quality do not meet the contract standard, the travel agent should pay the price difference between tour price and actual expenses, and the same amount penalty as well.
Due to the fault of tour guide:
1, The tour guide's service is not up to the contract standards, the travel agent should pay twice of the tour-guide service fee as penalty to the tourists.
2, Without authorization, the tour guides arrange additional dinings, entertainments, health cares, and other items which is not included in contract, the travel agents bear all the extra expenses.
3, Without authorization, the tour guide arranges additional shoppings, travel agents should refund 20% of each shopping actual expenses.
4, Without authorization, tour guide takes travelers to the non-designated shopping stores, and the purchased goods are fake or inferior commodities, the travel agents should compensate to tourists all the economic losses.c 5, Tour guides sell merchandise to toursit directly, travel agents should refund the tourist all the actual shopping expenses.
6, Tour guides ask for tips forcibly, travel agents should compensate the tips 2 times to tourists.
7, Tour guides leave tourists alone, travel agents bear all the accommodation expenses during the detention period, and 30% of the total amount of the tour price as penalty.
Due to the fault of the cooperated local travel agents:
1, The accommodations and the vehicles arranged by the local travel agents do not meet the contract standard accepted by tourists and the tour organizing agent. The tour organizing travel agents should pay the tourists price differentials between the tour price and the actual expenses, and 30% of the price differentials as liquidated damages .
2, If the arranged sightseeing spots in the contract can not be visited due to the fault of the cooperated local travel agents, the tour organizing travel agent should refund the spots entrance free, tour-guide service fees, and refund 20% of the total tour price as well as liquidated damages.

Q: How can I complain ?

Answer:
Complain to the National Tourism Administration in oral or written form within 90 days the loses happened. Complaint Telephone Numbers
Institute to Receive Complain of China Tourism:
Tourism Quality Supervision Management Institute of National Tourism Administration
Working time： 8:30-12:00 14:30-17:00
Voice Tel： (010) 65275315
ADD：A9 Jianguomennei Avenue, Beijing
Postal Code： 100740
National Tourism Administration Website:
http://en.cnta.gov.cn/TravelInChina/Forms/TravelInChina/hotline.shtml#

Q: How Long can I get the compensation?

Answer:
In 7 days, you will get reply for wether your application is accepted or not.
In 30 days, you will get to know the results.
In 3 months, you will acquire the compensation.