Core Service Content

1. Detailed Itinerary & Arrival Pack

Once the service is confirmed, we will build upon the pre-travel consultation to provide ready-to-use arrival and travel guides.

Content includes: Daily itinerary routes, accommodation suggestions (optimized based on route, time, and foreign guest reception permissions), daily activity schedules, touring routes within scenic areas, recommended restaurants, and must-order menus.

Recommendations for app download and registration, providing online guidance for mobile payment setup, etc.

Attachments: Map annotations, transport transfer screenshots, and key contacts & service vouchers.

Local Destination Practical Guide: (Transportation, currency exchange, SIM/network, basic Mandarin phrases, emergency contacts).

2. Communication & Liaison (1v1 Service)

Real-time online companionship from a local expert, eliminating travel worries.

After payment, we will arrange a dedicated online consultant for your destination city. They will be fluent in English and familiar with the local area, providing one-on-one accompaniment throughout to ensure real-time tracking of your preferences and travel progress.

All service communication will be conducted via a chat application. We strongly recommend WeChat as it is currently China's largest super app, used by over a billion people, and is the most important tool for mobile payment. It also supports various features necessary during travel, such as inquiries, reservations, ticket purchasing, transportation, and dining.

3. Day-0 Support (Arrival Day Welcome & Initial Support)

"First Hour" support on arrival day to ensure a smooth landing.

We will send an online welcome message and reconfirm contact details after you clear immigration/arrive.

Assistance includes: Best transport options from the airport to the hotel, SIM/eSIM/network connection guidance, suggestions for the first meal, and map navigation.

Optional: Assistance with ride-hailing or arranging airport pick-up.

Online assistance with hotel check-in procedures.

4. On-Trip Live Support

Ask anything, get quick answers throughout your trip.

Channels: Chat / Voice / Video.

Commitment: Normal daytime response $$\le 1$$ minutes, rapid nighttime response $$\le 3$$ minutes.

Typical Services: Route guidance, subway/bus assistance, instant translation, communication with restaurant/shop staff, asking for directions at scenic spots, and ticketing advice.

Working Hours Response: 08:00–21:00 (Local Time); Day Response $$\le 1$$ mins; Night Response $$\le 3$$ mins.

"24-Hour Support Package" (Optional Upgrade): All-day real-time response (including nighttime).

5. On-Trip Live Support - Typical Scenario Examples

• Lost/Unclear Map: Stuck in an old town alley, ancient village, or market with no English on the map or multiple similar-named alleys. → Consultant annotates a screenshot with the best path, guiding you "left/right down this specific lane."

• Bus/Subway Transfer Confusion: Multiple exits or transfer lines at a station. → Consultant provides specific instructions like "Take Exit 3, turn left after 25 meters for the escalator."

• Can't Read a Restaurant Menu: Take a photo of the menu and send it to the consultant. → Consultant circles recommended signature dishes, tells you which are spicy/not spicy, and whether the price is reasonable.

• Can't Communicate with Staff: Need a specific preparation (e.g., less spicy, less oil, no peanuts for allergy). → Consultant sends a Chinese text screenshot directly viewable by the staff.

• Sudden Search for a Specific Shop: Want a coffee shop, a niche bar, a massage/SPA, a teahouse, or an artsy bookstore. → Consultant recommends the nearest and most suitable option based on your location.

• Spotting a Long Queue: Consultant quickly assesses if it's worth the wait and suggests an equally good alternative nearby without a queue.

• On-Site Ticket Purchase Issues: QR code not loading, real-name registration error, foreign passport not recognized at the gate. → Consultant provides remote assistance to complete the process.

• Finding Specific Photo Spots in an Attraction: Want to find the "Instagrammable spot" or "best shooting angle."→ Consultant sends photo examples and map arrow guidance.

• Last-Minute Itinerary Addition: See a street event or want to add a half-day city tour. → Consultant quickly assesses feasibility, travel time, and advises on how to fit it in.

• Bargaining in Markets: Unsure of the reasonable price range. → Consultant advises on the fair price range and helps you decide if it's a worthwhile purchase.

• Rainy Day Contingency: Provides an instant "rainy day backup plan," such as switching to indoor experiences, museums, or bookstore routes.

• Etiquette/Cultural Questions: How to express appreciation when buying a souvenir? How to participate in a cultural ritual? → Consultant offers appropriate "behavioral advice."

• Online Shopping Address Filling: Doesn't know the Chinese address format. → Consultant advises on the correct Chinese delivery address format, and can assist with filling it in if necessary.

• Lost Contact Situation: Friend is lost, or the internet disconnects. → Consultant helps locate both parties, coordinates with the hotel, and suggests a nearby meeting point.

• Night Safety Reminder: Want to go to a bar district or old city streets at night. → Consultant advises on the safety of the area and which specific streets are most reliable.

• Hotel Front Desk Communication: Checking out, late check-out, luggage storage, or needing extra amenities. → Consultant assists with remote translation.

Online Agent

With your authorization, we can complete bookings and handle affairs online or via phone on your behalf.

Includes: Train tickets / Show tickets / Restaurant reservations / Ride-hailing / Hotel changes, etc.

Deliverables: Screenshots of all booking vouchers and operation records, and on-site contact person details if necessary.

Note: All expenditures for outsourced services must be paid by the customer. A customer confirmation record will be kept. If a payment proxy is needed, funds can be transferred to TourPal in advance for assistance with payment.

Complex Services: (e.g., peak-time tickets, major event ticket grabbing) 100% success cannot be guaranteed.

"Local Insight" Advice: Recommending restaurants, niche attractions, nightlife, and safety alerts based on client preferences.

Emergency & Contingency Support

We provide emergency coordination and informational support in case of unforeseen circumstances.

Scenarios: Flight delays, ticketing issues, sudden illness, language conflicts, etc.

We will: Rapidly assess the situation, provide local resources (hospital, insurance, translation), and coordinate alternative solutions.

Provide: Local emergency contact numbers and suggestions for partnership channels.

Key Typical Scenarios (Designed for immediate empathy)

• Device / Network Failure: Phone breaks, SIM card not reading, 5G eSIM won't activate, electronic ticket voucher won't open.

• Payment Blocked: Foreign credit card suddenly declines, Alipay freezes, WeChat Pay real-name verification fails.

• Language Barrier: Want to communicate late check-out with the hotel, need to tell a taxi driver the destination, or specify desired level of spiciness for a dish.

• Getting Lost in Transit: Driver can't find the hotel late at night, confusion over subway transfer direction, getting lost in a park or scenic spot.

• Health & Medicine: Need to buy fever/stomach medication, allergic reaction to food, minor injury, mild cold, need to find the nearest clinic.

• Accommodation Incident: Wrong room type upon arrival, points room rejected, front desk staff doesn't speak English, elevator access card not working.

• Itinerary Changes: Need to change accommodation last minute, want to switch activities due to weather, want to add a local experience but don't know where to book.

• Safety & Emotional Concerns: Unsure if a street is safe at night, see a crowd and wonder if it’s a demonstration, need to know if an area should be avoided.

• Document Issues: Passport lost, hotel failed to register foreign guest data, passport not recognized by automated train/high-speed rail ticket gates.

Checkout & Departure Wrap-up

Final support before departure, ensuring a complete journey closure.

Includes: Return transportation reminders, check-out and luggage tips, tax refund/logistics assistance (if needed).

Service Conclusion: Brief review, client feedback collection, and provision of a trip summary and photo organization (upon request).