Back-up systems with error procedures

The job of quoting and booking will be double-checked by at least two of our staff. If an error does occur, our back-up system and error procedures are:

• If an error occurs during the quoting stage:
  - If the quote we provide you is higher than it should be, we will modify the quote accordingly and send the new quote to you.
  - If the quote we provide you are lower than it should be, for example we fail to quote some service items, and if the difference is not too high, we will cover the difference.
  - If the quote we provide you is missing some large cost amount service items, for example the fare of a Yangtze Cruise, which we can’t afford to cover, we will communicate with you to find the best way to solve the problem.
• If an error occurs during the booking stage:
  - Our travel consultant will reconfirm all the information with you 15 days prior to your client’s actual arrival date, if an error has been discovered, we will correct them immediately. If the indicated flights, or hotels, for example are fully booked, we will communicate with you immediately to decide on the best alternative flights, or hotels that will meet with your client’s standard and approval. If an error is made on our side where compensation is involved, we would like to compensate for your clients accordingly.
• If an error occurs during the touring stage:
  - If a tour involves a flight transfer while our guides are not at the airport, or if the arrival flight and time is not correct, upon receiving a phone call from the clients, we will contact our guides to see where he or she and the driver are. If they are close to the airport, we will inform the guests to wait in one of the cafes at the airport to order a drink which will be covered by us. If the guide and the drivers are far away from the airport, we will inform the guests to take a taxi to their hotel where our guides will meet them, and we will cover the taxi fee.
  - During each of our tours, all of our guides are required to confirm the itinerary with the clients upon meeting them on the first day of each destination. It is then that they will help our clients correct any errors immediately. If the guides are not able to solve the problem, they will report the problem to our headquarters immediately and we will do our best to solve the problem within 24 hours.
• If errors occur during the online communication between our company and clients
  The work of quoting and booking is usually conducted by email. When the internet connection is not smooth, we will resend the information on the following day. If we do not receive a response from you within 24 hours, we will fax you the information and phone you to ensure that everything will be finished on time.