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800-508-6936(US)
400-028-8666(CN)

Customer Support

Customer Support

Travel Contract
Do you provide Travel Contract?
Please click here to download Travel Contract.
Downloading:
Can I sign Travel Contract by fax?
Yes, you may fax the Travel Contract to us after signing it, please contact us for details.
Do I have to sign Travel Contract?
To protect your own rights, we strongly suggest you sign formal Travel Contract.
Can I sign Travel Contract in your office?
After you have successfully reserved the tour products you want, either by phone calls or online booking, we will check with you about departure date, tourists, travel contract, and payment etc.
Should you wish to sign contract in our office, please make an appointment in advance so that we can prepare all the related materials or documents for you.
After you arrive at our office, please provide your order number or cell phone number as required.
We will process your order according to related procedures, please feel free to consult us for any modifications.
Once the contract is confirmed and signed, we will arrange the following for you.
Notes & Remarks: Top
To save your time, please confirm all order information with us before your coming to our office.
Office Hour: Monday–Sunday, 9:00AM-18:00PM (except holidays).
Payment & Invoice
Payment Services: Top
Cash, Check, Remittance, E-bank.
Can you provide invoice services?
Absolutely, we will issue formal travel invoices in accordance with tax formulations.
Refund & Cancellation Policies
For surrounding itinerariesTop
Within 4 days (except weekends & holidays) prior to departure date, if you cancel tour, reduce tourists or modify other items, we will still charge seat fare and only refund the remaining tour fare after deducting seat fare.
For discount admission fee (local policy shall apply), please present valid proof or certificates to tour guide who will assist you to refund the discount money from tour attraction.
No refund for any voluntary giving up partial tour attractions, and no reimbursement for any unavailable free items.
Should any of the above apply to you, please confirm in advance with us.
For long-trip itinerariesTop

Full refund applies as following:

Cancellation is made within 7 days or more (except weekends & holidays) prior to departure date or tour is cancelled due to travel agency reason.

Partial refund applies as following:

Within 3-7 days, partial ticket fare and service fee will be charged accordingly.
Within 1-3 days, total ticket fare and service fee will be charged accordingly.
For discount admission fees of Older Cards, Military Card, Student Card, Teacher Certificate, the remaining balance will be refunded accordingly.
If you do not want to enjoy such items like attractions, meals, accommodations specified in itinerary, please inform tour guide in advance, related charge will be refunded to you.
Failure to complete part of the itinerary due to force majeure or tourist reason, the unused fee can be refunded.

No refund will apply as following:

Within 1 day prior to departure date;
Should additional free items cannot be conducted due to bad weather, unavailable flight timetable or otherwise force majeure, no refund apply.
Since air ticket has to be arranged in advance, once issued, it cannot be endorsed, changed or refunded.
No refund shall be given for tourists who do not abide by contract regulations or fail to take related transportation means.
No refund or reimbursement for any voluntary giving up of meals, tours, accommodations and/or transportations.
Should you have to give up the tour for special reason, $100/day/person will be charged and no refund for other items.
Should all the above refund conditions happen on weekends, holidays and high season, the charging fee should calculated according to actual conditions.
For outbound itinerariesTop

Full refund applies as following:

Cancellation is made within 7 days or more (except weekends & holidays) prior to departure date or tour is cancelled due to travel agency reason.

Partial refund applies as following:

Should a visa application be refused, visa processing fee will be charged and the remaining fees will be refunded to you and you shall be also responsible for any losses caused to us.

No refund will apply as following:

After deposit is paid, no deposit will be refunded if cancellations are made due to tourist’s own reason, including but limited to invalid travel document, improper visa documents, and failure to pay tour fare or related expenses. Tourist shall be held responsible for related losses.
Should additional free items cannot be conducted due to bad weather, unavailable flight timetable or otherwise force majeure, no refund apply.
No refund shall be given for tourists who do not abide by contract regulations or fail to take related transportation means.
Travel Insurance
Do you provide travel insurance? Top
Some of our tour itineraries include travel insurance, and you can also contact us for other insurance items.
Can you provide insurance policy? Top
Absolutely it is available.
Before A Tour
【Anything about tour reservation】Top

What if I want to book a tour?

Please call us at 400-028-8666 (China) or 800-508-6936 (USA), or you may fill out reservation order online.

How to pay and sign contract if I have successfully booked tours by phone calls?

Payment Services: cash, check, e-bank and remittance.
Sign contract by: mail, fax or coming to our office (designated offices).

What else shall I do after pay for my order?

We will email you Tour Notice 1 day prior to your departure date, please keep your cell phone on.
【Anything about tour】

When and where will I be picked up?

The picking up time and location is generally specified in the Tour Notice, and you may also contact us for details if you have any question.

Do you provide transfer services for elders or children?

Generally tour packages do not provide transfer services, all the tourists shall arrive at the pick up location at designated time. However, we can also make additional arrangements.
【Anything about price, discount】Top

Can I get more discounts?

All of tour prices specified on our website shall be best deals for you. For more discounts, you may refer to Rewards Points.

Can I get a discount admission fee with tour guide certificate?

Not absolutely. Some tour attractions provide free entrance to tour guide, but you had better read carefully the tour documents listed in tour itinerary.

Is it compulsory for optional items?

Optional items are not compulsory, you may decide whether participate or not according to your own decision.

What are the differences about Pure Tour and Regular Tour?

Pure Tour includes no shopping but we can arrange shopping stores provided that all tourists want to go shopping and sign agreement letter. Regular Tour generally includes shopping but it is not compulsory.
【Anything about accommodation】

Can I appoint hotels for my tour packages?

Since tour packages involves many factors including prices, tour arrangements, transfers which may infect total prices, therefore it is not so easy to appoint a hotel by your own. However, we will meet your hotel requirement for semi-self tours.

How will you arrange rooms for tourists in a group?

For package tours, twin or double room are generally arranged for tourists. We will try our best to arrange one same room for you and your companions. Otherwise, you have to share one room with other same gender tourist. Should you want a single room or there is no room for you to share, you have to pay single supplement accordingly.
【Anything about air tickets or flights】Top

Shall I arrive at airport by myself? Will you mail the air ticket to me?

Yes, since we do not offer transfer services so you have to arrive at airport by yourself. Currently, we do not issue paper tickets but we will email the e-ticket number to you. You can check-in by your ID card at the airport.

Can I return to a third city other than departure city after the tour ends?

Yes, but we do not suggest you to change it. Because our group tickets are roundtrip with lower prices, if changing arrival city, you cannot get any refund for the return trip but have to pay the return changing fee.

Is flight schedule fixed or not?

Package tours do not have fixed flights, but it will be specified on the Tour Notice sent prior to departure. If you go on a self-service trip, you may choose flights available to you.
【Anything about self-service travel】Top

What is self-service travel? Does it provide tour guide services?

1) Self-service travel means that you can plan your trip simply by booking a hotel or air + hotel, upon arrival your destination, you can make your own arrangements.
2) Self-service travel does not have tour guide services.

What are the differences for package tour and self-service tour?

1) Package tour includes admissions, meals, hotel accommodations and tour guide services.
2) Self-service tour can be customized to your demands: book a hotel or book air + hotel.

What are the differences for package tour and self-service tour?

Currently, we do not arrange such pick-up services in your destination city, but we will assist you to make any arrangement about your tour.
During A Tour
Can I leave the package tour during a trip?Top
We do not suggest but you may leave the group tour in mainland China, and no refund will be given to you. Most of the group tours in foreign countries do not allow your leaving, or you will be charged penalty.
What shall I do if I have emergency?
If some emergencies should happen during a trip, please contact the tour guide immediately.
How should I do if am subject to sickness?
We suggest you bring some medicine for a trip emergency or you may call 120 emergency centers.
If you need emergency treatment abroad, please ask tour leader or tour guide for their assistant. You may also call local emergency center or contact China Embassy.
For elder tourists, we suggest you prepare regular medicine or emergency medicine, and had better make a physical examination before going on a trip.
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US Addr:(Flushing) 37-08 Main ST, Suite 215, Flushing, NY 11354 (Manhattan) 1375 Broadway 11th FL suite 1100 Newyork NY.10018
China Addr: 901, Unit 1, Building 9, Caiman Road, No. 67, Choyang Road, Chaoyang District,Beijing
OTT Travel is a famous Chinese travel agency in U.S.www.aotrip.com