The National Day holiday has arrived, and Chengdu welcomes tourists from all directions. In order to ensure that citizens and tourists can eat, shop, and travel with peace of mind in Chengdu, the city has launched a "hardcore" measure - the 12345 hotline platform's "direct and fast processing" for travel related appeals.

Previously, it took several days to handle travel related complaints, but now it takes an average of 8 hours to complete. Urgent appeals can be responded to within half an hour at the earliest. Through work order dispatch, message reminders, and time limited processing, citizens and tourists' demands can be handled nearby, on-site, and quickly.

A Phone Call

Retrieve lost clothing in half an hour

On September 25, the day of Mid-Autumn Festival, Ms. Kang, who came from other places to Chengdu for tourism, accidentally left her new clothes she had just bought on the online taxi. When she remembered, she couldn't get through to the driver's phone. Anxiously, she dialed the Chengdu 12345 hotline. In less than half an hour, the staff contacted the driver and helped her retrieve her clothes.

This' Chengdu speed 'is not accidental. During the Mid Autumn Festival holiday, the 12345 hotline platform's "direct and fast processing" mechanism for travel related appeals has been piloted in multiple scenic spots in Chengdu.

In the past, when tourists encountered problems during their travels, they would call the 12345 government hotline. The appeal work orders needed to go through the district level urban transportation center and be distributed step by step. "There are many appeal circulation links and long chains, which are not conducive to quickly handling tourist appeals. Some ordinary appeals often require 1-5 working days to be resolved," said Liu Guoping, director of the 12345 hotline management department of the Chengdu Urban Operation and Government Service Management Office. During peak holiday passenger flow, if tourists' appeals cannot be quickly responded to, it is easy to affect the tourism experience of citizens and tourists.

In order to enhance everyone's travel experience, the mechanism for handling travel related complaints has undergone a complete change during this year's Mid Autumn Festival. Liu Guoping introduced that there are five main changes.

Firstly, the process of dispatching machines has been restructured, and the complaint flow has become flattened. "Work orders are no longer transferred layer by layer, bypassing district (city) and county transfers, and can be directly sent to frontline disposal units with just one click, reducing intermediate processes and making disposal faster

Secondly, the speed is faster, "Liu Guoping said. The" direct and fast processing "mechanism has a hard time limit requirement. For travel related appeals," contact and verify within 1 hour for urgent matters, report progress within 6 hours, and reply within 24 hours; verify and handle urgent matters within 30 minutes, report to the exhibition within 3 hours, and reply within 6 hours.

It is reported that during the 3-day trial operation during the Mid Autumn Festival holiday, Chengdu has processed a total of 568 tourism related appeals in the pilot area. The organizers have contacted and dealt with tourists within 1 hour, with an average processing time of about 8 hours. All appeals have been responded to within 24 hours.

In order to accelerate the processing speed, a "new channel" has also been opened up in the work order circulation process under this mechanism.

In the past, only grassroots staff could see complaint work orders, which sometimes led to the inability to assess their importance in a timely manner, making it "easy to delay and slow to handle.

Another issue is the coordinated handling of multiple departments, "Liu Guoping said. The" direct and fast processing "mechanism changes the previous" single department fighting alone "handling mode, breaks down barriers between departments, and achieves coordinated handling.

In this mechanism, the cultural and tourism department, urban transportation office, market supervision, transportation, public security, public security traffic management, commerce, urban management and other departments establish dedicated teams to be on duty both online and offline, "making the assigned work orders more accurate and timely". Moreover, with multiple departments working together, "upgrading coordination and supervision will also become faster and more convenient".

The work order is being handled, but how it is handled also needs to be quantified, "Liu Guoping said. Under this mechanism, it is required to promptly follow up on travel related work orders. After the handling unit replies to the tourists, the Chengdu 12345 hotline platform also needs to conduct a follow-up visit as soon as possible to understand the processing results and satisfaction of the work order. "On the one hand, this can supervise the quality and timeliness of the handling unit's processing. On the other hand, if the handling unit is found to be dissatisfied or unresolved, it can also require the handling unit to re process or upgrade the handling, so that the appeal can be closed loop

Satisfaction rate reaches 94.1%

This mechanism has covered the entire city from pilot areas

It is reported that the "Direct Express" mechanism has achieved good results after being piloted during this year's Mid Autumn Festival holiday.

During the Mid Autumn Festival holiday, the total number of tourism related demands in Chengdu decreased by 28.0% and 45.9% compared to 2024 and 2025, respectively. The first resolution rate reached 76.2%, and the first service satisfaction rate reached 94.1%, an increase of 9.5 and 8.7 percentage points year-on-year, respectively. At present, the mechanism has covered the entire city from pilot areas.

The efficient results of the upgraded mechanism have been fully demonstrated, and tourists' "troubles" have been quickly resolved. A tourist called to report an unreasonable high price claim for renting a car. After returning the car, the rental company demanded a compensation of 900 yuan for tire scratches. Under the new mechanism, tourist complaints can be quickly processed through work orders, and staff can communicate and verify evidence in both directions in a timely manner, facilitating reasonable negotiations between both parties.

The shortcomings of accommodation services in scenic spots have also been quickly rectified. On September 26, tourists complained that the service provided by a hotel staff in Dujiangyan Irrigation Project was seriously substandard, and the work order was quickly sent to the Dujiangyan Irrigation Project Culture and Tourism Department. The staff quickly intervened on that day, urging the hotel to apologize publicly, refund the room charge in full, and conduct service specification training for all staff.

In response to the urban and travel issues that tourists are concerned about, the efficiency of handling them has also been greatly improved. For example, on September 26, tourists called Zongfu Road Business District to report that the shared bicycles were occupied and the tactile paving was blocked, which affected the traffic. More than ten minutes after receiving the complaint, the territorial street office started cleaning up, quickly clearing the backlog of vehicles, and immediately established a regular patrol mechanism to continuously maintain the cleanness and smoothness of the business district.

These cases are all practical measures to ensure that citizens and tourists can eat, shop, and travel with peace of mind in Chengdu.

From "a few days" to "8 hours", from "layer by layer transfer" to "direct processing", this efficient and heartwarming service responds to tourists' demands as quickly as possible and takes the most practical measures to rectify the chaos of tourism.

It is reported that this efficient mechanism is not limited to tourism related complaints, and may also be extended to other areas of handling in the future.