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四川省旅发委:做好受灾游客善后工作

2017-08-10 08:34:39   

安排受伤游客、旅游费用退还、旅游保险、投诉处理等四方面有规可依

四川在线消息(记者刘星)8月9日晚,四川省旅游发展委员会发布向各市、州旅游委(局),相关旅游企事业单位发布《关于切实做好受灾旅游团队游客相关善后工作的通知》,在安排受伤游客、旅游费用退还、旅游保险、投诉处理等四方面提出要求。具体如下:

一、各市、州旅游部门要在抗震救灾指挥部的统一安排部署下,切实履职尽责,积极协调相关部门争取优先安排受伤游客进行医治。相关旅行社、酒店和旅游景区应当积极配合,及时与受伤游客家属取得联系,安排专人协助办理伤者家属前往探望、陪护事宜,并耐心妥善做好安抚工作。

二、各旅游企事业单位要发扬人道主义精神,从维护四川旅游良好形象,切实保障游客合法权益的大局出发,对无法履行的合同项目要采取有效措施,及时停止订购或者取消机票、景区门票、观光车票和酒店房间,尽量降低游客损失,按照规定退还未发生的旅游费用,分担应急状态下增加的返程费用。

三、各旅游企事业单位要及时联系保险公司,即刻启动旅行社责任险和旅游意外险理赔事宜,积极协调保险公司开通理赔绿色通道,简化理赔单证手续,尽快办理赔付事宜。各市、州旅游部门应当给予积极协助。

四、在善后处理过程中,如发生投诉纠纷,各级旅游执法质监机构应当及时受理、高效处理。各旅游企事业单位应当积极配合,有效化解矛盾。

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