volunChinatownDozens of Chinese people at the Bay Area Holiday Inn at 9th Street and Broadway complained of “cheating the elderly” with high fees and having passports taken away without paying. After being reported by this newspaper and other media, Ms. Jiang, the person in charge of the travel agency, apologized to the eight customers present one by one on the 18th, and returned the service fees and other payments. Which includes returning the passports of the elderly Mrs. Lei and Mr. Lei and returning the service fee and deposit of 665 yuan. Travel agency manager Vincent once bowed down and apologized on his knees. Ms. Jiang denied that her passport had been withheld, but she issued a receipt contract to improve Xiaohe’s service attitude and communication methods, improve the travel agency’s operating methods, and avoid similar disputes. But promised to write fee details more clearly.
Ms. Jiang also said that the Wulun store is open every Sunday, and the mobile phone number is 415-608-8987. Customers who have questions can communicate on the site and solve them personally. “I will make specific refunds based on the customer’s service content and specific circumstances. If I can, I will return it. I will also ask Xiaohe to apologize to the elders one by one.” During the conversation on the 18th, Xiaohe, who was repeatedly complained about, knelt down and apologized twice.
Mrs. Ray and son John Ray received refunds and passports. Both said they are satisfied with the travel agency’s operations, but they hope that in the future they will improve their service attitude and avoid situations like defrauding customers. Only by working with honesty can they survive in the long run.
With the help of Oakland Chinatown Police Officer Wesley Huynh, Mental Health Alliance of Chinese Americans (MHACC) Director Ellen Peng, Dongwan Taishan Association President Ma Zuolin and others, eight Chinese people successively received refunds, some of whom werevisaThere are fees or air ticket purchase fees, some unemployment benefit application service fees, etc.
(Sub-bid) Customers are temporarily charged additional fees for passport application services
On August 14, Mrs. Lei traveled to the Bay Area to renew her and her husband’s passports and apply for a Chinese visa for a passport. Including service fee and photography fee, the total is 565 yuan, plus a 100 yuan deposit. At noon of the same day, considering the urgency of returning to China, he paid a special expedited fee of 400 yuan, for a total of 965 yuan. But the next day, Mrs. Lei received a WeChat message from the travel agency, asking for an additional handling fee of 175 yuan per person, a total of 350 yuan.
Mrs. Lei was very angry, thinking that the situation was not explained clearly that day, so she temporarily added the money and asked to stop processing. However, travel agency staff said they have worked overtime to expedite the process of renewing passports and completing applications for Chinese visas. Due to the cost of labor and time involved, full refund cannot be made as per the policy and contract. After application, we are willing to refund half of the handling fee as a goodwill gesture. Later, Mr. Lei’s family suspended the check payment of 400 yuan, which is equivalent to a payment of 665 yuan. However, I have not yet completed my passport renewal and visa processes, which has also delayed my planned trip to China with my sister.
(Sub-quote) Travel agency makes refunds, returns passports, kneels down to apologize
After the conversation on the 18th, Ms. Jiang wrote a check for 665 yuan, returned the money, and returned the two passports. He also said that there was no issue of impounding the passport because the passport processing business was outsourced to others and the passport was not in Xiaohe’s hands. Xiaohe did not inform Mrs. Lei and her family about their request to stop processing and return their passports, so they did not return them. “I’m sorry if Xiaohe didn’t clarify the cost issue that day. I sincerely apologize to you. The way he spoke was blunt and unfair.”
Xiaohe bent at one point and knelt down, “I’m sorry, Xiaohe didn’t explain it well. This is a passport processing fee charged by the government. Can you accept my apology?” Mrs. Lei and her son John Lei accepted, “California is very civilized and can be allowed under the rules. Refund within time. I hope you will treat every customer honestly, and the business Will last longer and grow bigger. Otherwise, it will be difficult to sustain the business.”
Most of the customer complaints focus on overcharging and poor service attitude. Ms. Zhao said that when she asked about the visa fee on January 24, Xiaohe charged her 200 yuan, and on January 30, he added another 250 yuan. When I bought a flight ticket to Hong Kong on January 24, Xiaobao initially charged me 750 yuan. First, the ticket price was increased by 100 yuan, and then a supplementary payment of 398 yuan was required. Ms Zhao was told she could not buy Cathay Pacific or Star Air tickets. She decided to cancel the check and was charged a refund fee of 450 yuan. “I asked to see the surveillance video, but Xiaohe said only the police can see it. The loss of money is not the biggest problem. The biggest problem is that in a legal society, there are still people openly in Chinatown “Opening stores to cheat customers.”
Ms. Jiang said that Xiaohe was deeply aware of his mistake and hoped that Ms. Zhao could forgive him. He asked Xiaohe to kneel down and apologize again. “He didn’t handle language well. He didn’t talk well, but he just had a brain.” Ms. Jiang immediately returned the 450 yuan refund fee. And also refunded the additional visa fee of RMB 250. She said that she will work at the Woolun store every Sunday, and customers can communicate face-to-face and solve the problem, and try to refund as much money as possible according to the situation.