Product Responsibility

Adhering to the value of "putting customers first - creating value for users", Tongcheng-Elong is committed to providing supreme travel experience for diversified users, accurately grasping the needs of users throughout their travel, and making their journey more convenient, personalised and cozy.

1
Protecting Users’ Privacy

We are fully aware of the importance of privacy data protection in the information era, and actively take effective control measures in strict compliance with relevant laws and regulations such as the Information Security Technology – Personal Information Security Specification (GB/T 35273-2020). We established a personal information protection group under the Information Security Committee and continuously invested more resources in users’ personal information protection. In 2020, we obtained the security authentication certificate for four APPs from China Cybersecurity Review Technology and Certification Centre, becoming the first batch of APPs with national security certification, which is a strong recognition of our strength in personal information protection and security features.

In addition, we have launched customized services to protect users’ privacy. When the user uses “Automatic Deletion after Check-in” service to book a hotel, the order information will be automatically deleted once the user has successfully checked in, protecting the user’s privacy to the greatest extent.

2
Safeguarding Information Security

We view information security as the foundation of the stable operation of our business. The Company has actively established a corresponding security mechanism to solve information security issues and strengthen the information security culture. We set clear requirements in the Administrative Measures for the Information Security of Tongcheng-Elong based on the information security requirements specified in the Cybersecurity Law of the People’s Republic of China and the Provisions on the Technical Measures for the Protection of the Security of the Internet as well as our business strategies. Based on domestic and international information security standards and best practices, the Company has built an information security system in line with our business development. We have established the ISO 27001 Information Security Management System and obtained the third party system certification. We keep records on graded information security protection and annually evaluate the effectiveness of the system in accordance with the Administrative Measures for the Graded Protection of Information Security.

3
Providing Quality Product

We strictly comply with relevant laws and regulations such as the Tourism Law of the People’s Republic of China and the Law of the People’s Republic of China on the Protection of Consumers’ Rights and Interests. Through the integration of various resources in the industry chain, we have in-depth cooperation with travel service providers to offer more innovative products and services to cope with users’ changing travel needs and strengthen the value proposition of travel service providers.

4
Standardizing Customer Service

The Company lays great emphasis on enhancing communication with users and offering top-class services to them. We strictly observe applicable laws and regulations such as the Law of the People’s Republic of China on the Protection of Consumers’ Rights and Interests and the E-Commerce Law of the People’s Republic of China. With the slogan of “One-stop Service with Quick Response and Warm Attitude”, the Customer Service Centre offers real time and efficient customer service to our users, working faithfully to practice our Company vision of “Becoming the Most Trustworthy Travel Platform”.