China Youth Travel Service (USA), Inc.

Dear Ms. **,
 
Thank you for taking the time to communicate with us according to the experiences you had during the tour.
 
First of all, I would like to clarify our travel consultant did let you know Jacco Tours will operate this promotional tour from the very beginning of the...

reservation process. According to client’s schedule, we will choose the suitable operator for them. Although every operator has the similar itinerary, there may be some different between each of them, so we always send the tour flyer to our client at first when they inquiry about the tour. We also will acknowledge our client that which operator will operate the tour. At the meantime, if client unsatisfied with that, we won’t accept any payment from the customer. Even if the customer already made a payment, if they have something they are unsatisfied with, we will help them on that. However, we did not hear anything about that from Ms. ** before or after payment. We are not trying to mislead the audiences, and our travel consultant always informs their client that other operator will operate the $99 promotional tours series, and not operated by us, CYTS Tours. On our website, we clearly stated “Note: All of the $99 Promotional tours are operated by other tour operators, not by CYTS Tours.” (http://cytstours.com/en/99promotion)
 
When the client was suffering during the tour, the quality control or emergency contact person will be the best way they can get helped. And the tour confirmation we sent out to our client has always inc**ded the information of the quality control or emergency contact person. Our travel consultant had already mentioned to Ms. ** before she departure, about the emergency contact, and showed her the statement from the tour confirmation in Chinese, “??????????????,????????,?????????????,?????--????????: ??? ???????,?????????????????? !”. (English translation: Because of the different of all the Chinese culture and ethnic, to protect our clients. If during the tour, client is suffering or unsatisfied, please contact the director of China tour customer service, Huang Wei immediately. He can help you to solve this problems, and guaranteed you will have a joyful holiday.) Due to the situation that Ms. ** was having on the tour, she could communicate with the China customer service manager and they will take any possible action to solve client’s concerns or problems. We hope you understand that we are difficult to help if the customer is not letting us know his/her situation had during the tour. After we heard about your experience from email, we immediately contacted Jacco and find out with them. Jacco apologized for the inappropriate arrangement of the tour, so they did offer you the Thailand tour vouchers for you and your family.
 
We va**ed client’s feedback about the $99 promotional tours because we according to customers’ comments to determine the performance of the operator. If the operator has negative feedbacks constantly, we will discontinue our business with them. For the clients who joined the same tour, we did not hear anything bad from this operator. We appreciate you bring these matters to our attention. Since you have used all the services, we won’t be able to refund you the payment. We sincerely apologize for all inconvenience that caused you, and we hope you could accept the Thailand tour vouchers offered by Jacco Tours.