ENG-2013 — Page 373

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Travel and Tourism

A 'Hong Kong Pals Programme, launched in 2009 for local residents to share their recommendations with visitors, continues to be popular.

The HKTB website www.discoverhongkong.com offers travel information in 22 versions and 15 languages. In 2013, the HKTB continued to enhance the website to facilitate visitors' pre-trip planning and to integrate better with social media platforms. The HKTB also promotes Hong Kong's many attractions and events through mobile applications and online campaigns via social networking sites.

Marketing

The HKTB spearheads the promotion of Hong Kong in major tourist source markets and strives to offer the best experiences for visitors. The HKTB adopts 'Hong Kong · Asia's World City' as a destination brand to highlight Hong Kong's dynamism, cosmopolitan lifestyle and cultural diversity. Visitors can experience a vibrant living culture with a variety of attractions and a blend of East and West.

Service Quality

Honest and Good Quality Tourist Services

The government works closely with the tourism industry and related organisations to promote honest and good quality services for tourists. The Hong Kong Police Force and the Customs and Excise Department carry out inspections and enforcement action to protect consumers' rights. The Trade Descriptions (Unfair Trade Practices) (Amendment) Ordinance 2012, which came into effect on 19 July, prohibits unfair trade practices. The Travel Industry Council of Hong Kong (TIC) inspects tour operations and registered shops regularly. It also operates a 'Refund Protection Scheme for Registered Shops' which allows Mainland tour group visitors unhappy with their purchases to return the goods and seek a refund within 180 days of purchase, provided the goods are in proper condition.

The government worked with the TIC to introduce 10 measures in 2011 to tighten the arrangements for receiving Mainland tour groups in Hong Kong. The measures include key points that must be incorporated in the contract between Mainland travel agents organising group tours and the Hong Kong travel agents receiving the groups, promulgated jointly with the China National Tourism Administration (CNTA). A note was also disseminated through the CNTA to raise Mainland tourists' awareness of their consumer rights in Hong Kong. To increase protection for Mainland inbound tour group visitors, the TIC issued a directive in April 2013 requiring Mainland inbound tour groups with shopping itineraries at registered shops to register with the TIC at least two days before their arrival in Hong Kong. Mainland inbound tour groups without shopping itineraries at registered shops must register with the TIC before their arrival in Hong Kong. Both kinds of Mainland inbound tour groups must be registered with proof of accommodation.

The HKTB's 'Quality & Honest Hong Kong Tours' from the Mainland are guaranteed free of compulsory self-paid activities, guided shopping and any surcharges. These tours were offered in 29 Mainland cities at the end of 2013.

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