HomeTourismRospotrebnadzor to tourists: “A specialist will contact you shortly”

Rospotrebnadzor to tourists: “A specialist will contact you shortly”

On the morning of May 28, a TourDom.ru correspondent tested the work of the All-Russian Rospotrebnadzor hotline for tourists. This telephone service was launched by the department “in connection with the start of the holiday season” and will operate until June 7, according to the “Your Rospotrebnadzor” tg channel.

Citizens are promised advice on purchasing, exchanging and returning travel packages. In addition, it is proposed to find out what should be in the contract for tourist services, as well as what to do if there are complaints about the quality of the tourist product.

We decided to consult on the last topic, posing as a tourist who was not satisfied with the quality of his holiday in Abkhazia.

According to our version, the hotel was booked directly on the website. The description promised all the amenities, but upon arrival it turned out that the beautiful pictures did not correspond to reality: the pool was blooming, the plumbing in the room was “dead.” The hotel management allegedly denies the claims. The holiday is ruined. Who should you contact with your complaint and what results can you expect, given that we are talking not about Russia, but about a neighboring country?

It was not difficult to reach the hotline using the toll-free number. The wait for an answer took no more than a minute. Operator Ekaterina listened carefully to the question and inquired about the purpose of the call: to leave a complaint or get advice? Then she took a two-minute pause to clarify the information and returned with an answer. She read out the official wording on the procedure for citizens to contact the territorial bodies of Rospotrebnadzor, the methods of sending a claim – electronically via the website, in person at the territorial office of the department or by mail. She named the period for consideration of the complaint – 30 days from the date of its registration.

Our clarifying questions: “What results can you expect? How will they help us? How can Russian Rospotrebnadzor influence an Abkhaz hotel?” – hung in the air. The operator only explained that the response to the request would be sent by email. She then offered to transfer the call to a specialist for additional advice.

After a short wait, it turned out that the competent employee could not answer now. It was promised that he would call back soon. By the time this article was published, we had not received any feedback.

At the end of the conversation, they were asked to rate the work of the hotline on a five-point scale. The TourDom.ru correspondent gave a solid “A” for the “politeness and friendliness” of the operator. But the quality of “help in resolving the issue” deserved only a C grade with a stretch. Knowing about the procedure for contacting Rospotrebnadzor is, of course, useful, but reading it out mechanically can hardly be called effective assistance to tourists.

The department launches a telephone line every year at the beginning of the summer tourist season. One of the goals is to collect statistics, which is what consumers of travel services most often complain about.

Source: Tourdom



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