When a driver is missing, a room differs from the booking or an attraction will not admit you, the first message should help someone act. This tool is for problems needing attention while the trip is underway. A full review or compensation discussion can follow once the immediate situation is stable.
Decide whether it is an emergency
For injury, serious breathing difficulty, violence or an unsafe location, seek on-site and emergency assistance first. In mainland China, call 120 for medical emergencies or 110 for police. Do not wait for a travel adviser to read a chat message.
For an ordinary service problem, approach someone who can act locally—the front desk, attraction service staff, driver or guide—and notify the business responsible for the booking.
Copy this immediate-action card
I am ____ on booking ____. It is now ____ and we are at ____ [location pin and Chinese address].
The confirmed arrangement was ____. What is happening is ____.
We have spoken to ____, who said ____.
What we need now is ____. There are ____ travellers, with these assistance needs: ____.
Please confirm who is handling this, the next step and when we should expect a reply. My number and available language are ____.
Attach one to three useful photographs or booking screenshots, with passport numbers, banking information and unrelated personal details hidden. Keep original evidence for a formal review. Do not alter the underlying record to make the message shorter.
An illustrative example: “We have waited twenty minutes at the agreed arrivals exit A. Two people, two suitcases, currently beside the service desk. Please send the vehicle registration, driver's number and exact meeting point.” This is an example, not a real service report. Avoid repeatedly changing terminals before a new meeting location is confirmed.
Confirm the temporary solution and its cost
If you need a taxi, another room or a replacement ticket, ask whether the responsible provider can arrange it immediately, who pays, what reimbursement is agreed and which receipts are required. Do not delay necessary safety measures indefinitely, but do not assume an independently chosen upgrade will be reimbursed in full.
Record the promised reply time. If it passes, contact the booking platform, business manager or emergency contact using the same concise facts. For tourism disputes or suspected misconduct, consult the local 12345 service or cultural and tourism authority. Preserve contracts, payments, messages and on-site records; the relevant body determines complaint eligibility and handling.
Checked 2026-10-22: Ministry guidance and 12345, 2026 tourism complaint rules, and official emergency-contact guidance. No response time, reimbursement or compensation is guaranteed.
Editorial archive date: 2026-04-15. This guide was compiled later; use the source-check dates stated in the text.
