1. First-class customer complaints: food poisoning, accidental injury caused by serious need of medical treatment for tourists, which are handled and tracked by the group and government departments.

2. Class II customer complaints: food deterioration, food foreign bodies (the above two kinds received complaints from the company) and minor injuries of tourists can be handled internally.

3. Third-class customer complaint: foreign food (which has not been complained by the owner), food exchange and minor injuries of tourists can be handled by themselves.