The footsteps of the Spring Festival are coming unconsciously in the hustle and bustle, and at this moment, everyone has to stop what they are doing.

However, this year's Spring Festival seems to be different, Lin Yuxin originally thought about all the good things during the Spring Festival, but because of the epidemic, it has become not good......

She had planned to go to the Maldives this Chinese New Year.

When many people have already gone home and are busy preparing to go home for the New Year, Lin Yuxin, who is responsible for handling tourism complaints, is very busy.

Regarding the assignment of the municipal network platform, an appeal is a document, like a snowflake; When I called to consult, I felt that the phone line in the cold winter was about to burst hot; Also, "complaints" from people I know......

This leaves the travel industry workers in the face hurt.

Affected by the epidemic, new changes have taken place in the consultation and complaints of travel agencies.

Here's why:

First of all, China State Railway Group Co., Ltd. decided that from 0:00 on January 24, 2020, passengers who have previously purchased national railway train tickets at stations, 12306 and other channels will not charge a refund fee if they voluntarily change their itinerary and need to refund their tickets.

After a period of time, the Civil Aviation Administration of China issued another notice, requiring all airlines to voluntarily refund passengers who have previously purchased civil aviation tickets from 0:00 on January 24, 2020, and their ticket sales agents shall handle refunds free of charge and shall not charge any fees.

However, this decision on the China Railway Group and the notice of the Civil Aviation Administration of China have been understood by many people who have decided to cancel their travel plans and propose to the travel agency to terminate the contract:

According to the regulations of the superiors, you cannot travel; The state stipulates that a full refund is possible......

In the past few days, she has received dozens of cases that citizens who originally planned to travel during the Spring Festival holiday planned to cancel their travel plans and propose to the travel agency to withdraw from the group, and consulted and complained about the amount of refund......

In the past, she and her colleagues could have a comfortable afternoon tea after they were busy with the things at hand, but now they are busy as dogs. She really wanted to be clean and ignore everything.

Since the Ministry of Culture and Tourism issued a "special mentee" level of Mingchuan telegram, Lin Yuxin's travel agency has also begun to conscientiously implement the spirit of the notice, working overtime to handle various refund and change procedures for customers.

"Originally, I signed up for a tour to France on the sixth day of the Lunar New Year, can you refund the ticket?"

"I have confirmed the cancellation of the tour plan, and I want to negotiate with your travel agency for a refund."

Some people have reached an agreement with the travel agency, and the travel agency agreed to withdraw from the group, and immediately refunded the money in accordance with the proportion agreed in black and white in the contract, and appealed through the platform: I hope that the travel agency will refund some more money.

Lin Yuxin replied: "Domestic travel will be suspended on January 24, that is, today, and outbound travel will also be suspended on the 28th, which will be handled according to the travel contract." ”

"How did we sign the contract in the first place? I want a refund! "The customer was angry.

If you withdraw from the group temporarily for various reasons, there will be different degrees of losses that need to be borne by the individual. Air tickets and hotels need airlines and overseas hotels to be refunded to travel agencies before travel agencies can refund tourists.

Lin Yuxin persuaded: "Regarding the proportion of you who propose to terminate the contract and the travel agency should refund you, according to the agreement in the contract, please take a look at the relevant terms and think again...... Yes, if you want to cancel the group, the travel agency will agree to return, but there will be some necessary losses, which you need to bear personally......"

Although Lin Yuxin replied, air tickets and hotels cannot be refunded, and cancellation does not mean that the full amount can be refunded, and whether the full amount can be refunded depends on the airline, local and other policies......

In the case of a charter tour, the airline will not refund the travel agent; Overseas hotels, especially during the Spring Festival, are generally booked by travel agents who pay the full amount to book a room.

There are also people who repeatedly said to Lin Yuxin: "I don't want to leave the group, I just want to participate in the tour as planned!" But what if I am at risk during my trip? You guys, be sure to write me a guarantee! ”

Some people, just with the idea of trying it out, discuss with the travel agency, and cancel the tour if they can refund the tour fee paid, and if they can refund all or most of it, they will cancel the tour. If not, follow the plan and continue with the tour.

For such a very special appeal, I am afraid that it will be difficult for any person with normal thinking to face it, and it will be difficult to suppress the galloping of thousands of horses in his heart.

……

Despite this, colleagues did not give up one complaint after another, but were more active in embracing every eventuality.

The Spring Festival of the Year of the Rat,

is destined to be a place that makes countless people,

Unforgettable Chinese New Year!

Lin Yuxin also replied to a lot of messages through WeChat on her mobile phone.

She knows that the vast majority of people considering canceling their plans to travel for the holiday season are for the same reason, which is self-explanatory.

Different individuals may have different specific ideas:

Some people have very clear ideas, even if they can't get a penny back, they will resolutely give up traveling;

Some people decide to cancel their travel plans, but travel agencies cannot lose a penny and have to refund all of them.

With so many demands, such a short time, and just a few people, how can we coordinate tourists and travel agencies to reach an agreement as soon as possible and work together to minimize losses?

However, Lin Yuxin's professional knowledge, answering skills and communication skills improved in the experience, as well as the strong psychological quality she has shaped, enable her to calmly deal with seemingly difficult problems.

Before Chinese New Year's Eve, after work on the last working day.

The work building is basically empty, and many companies have holidays early this year.

Except for a few offices on the same floor, which are brightly lit.

Lin Yuxin was still sorting out the text, listening to the two landlines in the two offices diagonally opposite and the mobile phones of her colleagues, which kept ringing, answering and returning calls, and coordinating the refund work.

Although today is different from usual, all are wearing medical masks.

It's going to be a long vacation starting today.

"In the past, when I arrived at the meal, there were a lot of meals in the office building near the company, and the elevator couldn't squeeze in. Let's go, buy a cup of milk tea. I don't know when we will be able to start work. "My colleague really wants to drink milk tea.

Colleagues in the tourism industry helplessly ridiculed in the circle of friends to give face, other people's careers are notified by our boss and HR, but our tourism business is directly notified by CCTV.

However, under the epidemic, some popular bubble tea shops have even queued up.

Now the number of milk tea takeaways per order is more, many of them are 3 or 4 cups per order, and Lin Yuxin packed four cups back.

The wind was strong, like a knife. She had only been standing for five minutes after she got out of the car, and her ears hurt, her hands hurt, and her feet hurt even more, and it was really cold.

She carried two cups of packaged milk tea to Zhang Yan's store, pushed open the door, and a warm wind blew in her face.

Zhang Yan is cleaning up the store with Sister Liang.

She put the milk tea down and left.

Zhang Yan's situation, Lin Yuxin is very clear.

Businessmen attach great importance to preparing for a good start to the coming year.

When Lin Yuxin drove into the community, she looked at the staff at the door wearing masks and standing in the wind to take everyone's temperature, and when it was her turn, she handed the still hot milk tea to the staff and said: "Hard work, happy new year!" ”

"No, no! Happy New Year! Welcome home! ”

The security guard nodded, not daring to answer.

Lin Yuxin didn't ask him to accept it anymore, rolled up the window and went into the community.

The community, which was originally decorated with joy, added many banners overnight, with a variety of epidemic prevention quotations written on them, such as "prevention and control is responsibility".