新版办法自2026年3月15日施行，明确投诉事项、管辖、材料、受理时限与调解程序；游客应在争议发生时先保安全、留合同和凭证。
The revised rules took effect on March 15, 2026, covering complaint scope, jurisdiction, required details, acceptance and mediation. Preserve safety, contracts and records from the moment a dispute arises.
哪些事项可投诉
文化和旅游部办法明确，游客可就经营者违反合同、因经营者责任造成人身或财产损害、不可抗力导致履约争议及其他合法权益受损事项提出旅游投诉。管辖可涉及经营者住所地、合同签订地或纠纷发生地。
普通商品退换、交通、住宿、支付或刑事线索也可能由其他部门处理。先说明事实，不自行判断唯一主管机关；紧急人身危险直接报警或就医。
材料与时间不能拖
投诉一般应包含投诉人联系方式、明确被投诉人、具体请求，以及纠纷时间、地点、经过和理由。办法规定，超过旅游合同履行期限届满之日90日的投诉可能不予受理。
保留合同、行程单、旅行社全称、导游或车辆信息、发票、支付记录、聊天、照片与就医材料；只拍摄与争议有关的公共信息，不泄露他人护照或无关隐私。
受理不等于自动赔偿
处理机构应在接到投诉后两个工作日内决定是否受理；受理后以调解为主要方式，复杂事项会要求经营者书面答复。办法规定一般在受理之日起60日内形成调解结果或终止调解。
协商、消费者组织调解、仲裁和诉讼仍是不同路径。多语导游可协助翻译事实，但不能代替法律意见或替游客签署和解；必要时寻求正式法律帮助。
What may be complained about
The Ministry of Culture and Tourism rules cover breach of travel contract, personal or property damage attributable to an operator, performance disputes caused by force majeure, and other harm to lawful traveler rights. Jurisdiction may involve the operator's domicile, contract location or dispute location.
Retail returns, transport, accommodation, payment or criminal allegations may belong to other authorities. State the facts rather than guessing one agency; call police or seek medical care for immediate danger.
Evidence and time matter
A complaint generally needs the complainant's contact details, an identifiable respondent, a specific request, and the time, place, events and reasons. A complaint filed more than 90 days after the travel contract's performance period ends may not be accepted.
Keep contracts, itineraries, agency name, guide or vehicle information, invoices, payments, chats, photographs and medical records. Record only dispute-relevant public information and do not expose passports or unrelated privacy.
Acceptance is not automatic compensation
The body should decide acceptance within two working days. Mediation is the main process after acceptance, and complex matters may require a written operator response. The rules generally provide for a mediation outcome or termination within 60 days of acceptance.
Negotiation, consumer mediation, arbitration and litigation remain different routes. A multilingual guide may translate facts but cannot replace legal advice or sign a settlement for the traveler; seek qualified legal help when needed.