Customer Service

Customer service is one of the important things we care since the establishment of our company. For over 20 years of doing business in tourism field, we have won very good reputations due to our good customer service support.

We value your need, your traveling experience and your satisfaction.

Comprehensive Information is provided on our website

People need useful information when travelling to a different country. Visa, culture, weather, transportation, places to go, money matters and many more. On our website, we do not only sell tour products, the more important work we do is to provide as much information as clients may need. No matter you follow a group, book a private tour or take an independent travel, you may find some useful information you need on our website. For this, we will constantly update our website so as to provide you with the latest travel information. 

Convenient contact ways and prompt response

For the convenience of customers, various communication modes will be available for you to contact with us freely, such as phone calls, email, web message and social network platforms. 

Our office hours are 7:00 am to 21:00 pm in Beijing Time, seven days a week. Our travel consultants work in shifts throughout the year to provide our guests with an efficient response. Any telephone calls will be answered by our friendly travel operators. Certainly, each email we receive will get a prompt reply with detailed information to your inquiries. If there is an emergency, please feel free to call us via 24-hour telephone service wherever and whenever. We are committed to solving the problem without any delay. 

One-on-one personalized service and efficient team work

Once you make contact with us, we are defined to allocate you a professional travel consultant, who will be in close assistance with you from initial contact of customizing itineraries till the end of the trip. You can always get satisfactory response from your private travel consultant. Since our travel consultants have been in tourism filed for 3 to 15 years, most of them have rich experience in dealing with all sorts of things during the trip. Besides, all of them are versatile, zealous, patient, knowledgeable and considerate. They are capable of offering professional suggestions on your travel plan according to your demands and interest so as to provide you personalized service. 

Once your travel consultant is on leave, there is no worrying about that your enquiries will not be answered or resolved in time. On this occasion, other travel consultant from our perfectly-cooperated team will be in charge of handling your problems immediately and professionally. 

You have a strong backup during the trip

You are not alone when you travel with us. Our travel guide will take good care of you during the trip, and our tour consultant and the whole team will also be at your service. Once you encounter any difficulties or need any help, you can contact us no matter when and where, and we are always behind you and get prepared to serve you.  

We value feedbacks from all our guests

We attach a great deal of attention to each feedback and evaluation of our tour consultant, accommodation, tour guide, transportation, tour schedule or our integrated service. These invaluable evaluations give us a hand to provide better service to customers, and we feel grateful for your pertinent feedback.

Deal with complaints efficiently

No perfect business activities can guarantee zero complaints. To settle the complaints properly, we always adhere to a positive attitude in dealing with the problems.  

If the complaints directly incurred by our mistakes, we are committed to responding to the guest as soon as possible and will give a reasonable solution. 

If it is complicated and involves a dispute with a third party, our customer service center will investigate and respond with a quick answer. Your travel consultant will keep you informed timely. According to our policy, any complaint is required to be resolved within three working days, and our guests are always pleased with the result.  

To prevent similar problems from happening again, we record all customer complaints and solutions, which also help our travel consultants accumulate experiences in operating tours. 

AgateTravel is committed to providing better services than customers’ maximized expectations. 


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