Tourist claims to have been injured in a conflict with a low-priced tour guide at a shopping site; relevant departments in Guilin have intervened

Tourist Claims to Be Injured in Altercation with Tour Guide at Shopping Stop

Recently, Mr. Li from Pingdingshan, Henan province, reported to The Paper’s public interaction platform “Service Pai” (https://tousu.thepaper.cn) that on December 1st, while following a low-priced tour group organized by Guilin Shanhai Travel Agency to a shopping stop, he had a conflict with the tour guide, Ms. Liu, who stated that “if you don’t make purchases, you must pay the difference in price.” This led to a physical altercation where Mr. Li’s face was scratched, and his right cornea was damaged. Afterwards, he was also surrounded and insulted by Ms. Liu and others.

Regarding this dispute, on December 4th, a reporter from The Paper called the involved travel agency. The relevant person in charge of the agency stated that the involved tour guide, Ms. Liu, had been suspended from her duties to assist in the investigation. The other tourists continued their trip with a new tour guide and were not affected. In response to the allegation of forced shopping, the person in charge said, “The tourist cannot provide evidence of being forced to shop by the tour guide. It is possible that the facts are unilaterally exaggerated and distorted.”

Mr. Li said that when he was insulted by Ms. Liu, he first pushed her, and then she retaliated. “If the other party was injured during the mutual fighting, I am also willing to compensate according to the judicial expertise report.”

A staff member from the Complaint Center of the Enforcement Squad of Guilin Municipal Culture, Radio, Television, and Tourism Bureau responded to The Paper that the incident was under investigation.

The tourist stated that he had a conflict with the tour guide and was injured at a shopping stop.

“A friend who loves to travel told me that there was a tour group going to Guilin and Hunan, and they were still missing one person. I thought I had nothing to do recently, so I joined them.” In November 2024, Mr. Li signed up for a low-priced “6-day tour of Shaoshan, Guilin, and Yangshuo” upon a friend’s recommendation.

“Since I registered through an acquaintance, I didn’t fill out any registration form. There was indeed a lack of procedure, but the local travel agency in Guilin had my information,” he said.

The promotional poster showed that the tour Mr. Li joined was a “VIP exclusive event” with “government subsidies and scenic area subsidies.” The introduction on the poster’s link stated, “The tour includes visits to 4+2 shopping stores. Supermarkets and ethnic minority villages are not considered shopping stores. Visitors are welcome to purchase自愿 items during the group visits, and please cooperate with the tour guide’s shopping schedule.”

Mr. Li said that on November 30th, the local tour guide, Ms. Liu, received the tour group. “She said she was the local tour guide in Guilin but did not show her tour guide license or inform the tourists of the affiliated travel agency.”

That evening, Ms. Liu led the tour group to visit Xiangshan Park and the Sun and Moon Twin Towers, and then the tourists checked into a hotel to rest.

On December 1st, Ms. Liu took the tour group to a kitchenware store in Wayao Town. Mr. Li said that Ms. Liu informed the tourists that because it was a low-priced tour, there would be about four shopping stops, and she hoped everyone would purchase items they liked based on their needs. In the following 20 minutes, the tour group received sales pitches from the staff in the exhibition hall. During this time, he looked down to check a message on his phone and was told by Ms. Liu not to use it. When he left the exhibition hall and went to the corridor, he was stopped by Ms. Liu again.

“She said that if I didn’t make any purchases, I would have to pay the difference for the low-priced tour.” Mr. Li believed that the tour guide had no right to restrict tourists’ use of their phones or to demand payment of the difference. Therefore, he asked Ms. Liu to show her tour guide license and inform him of the affiliated travel agency. “After she refused to show it, she started insulting me. After several insults, I couldn’t bear it anymore, so I pushed her and punched her. Then she retaliated. During the process, I was scratched on my face multiple times, and my right eye was injured by her fingernail.”

On December 1st, police officers from Pingshan Police Station of Guilin Public Security Bureau took Mr. Li and Ms. Liu to the station to make statements. Mr. Li said that due to his injured right eye and decreased vision, he went to the hospital for examination first. The outpatient medical record he provided showed that the hospital diagnosed him with a corneal abrasion on his right eye.

The outpatient medical record issued by Guilin Hospital of Xiangya Second Hospital of Central South University.

That afternoon, Mr. Li went to Guilin Hospital of Xiangya Second Hospital of Central South University for another examination. The diagnosis was corneal abrasion, corneal epithelial injury on the right eye, facial abrasions, etc.

On December 2nd, Mr. Li went to Pingshan Police Station again. He said that the police station suggested both parties reach a settlement, but he refused because his right eye was severely injured, and he could not determine if there would be more serious consequences later. Therefore, the police station imposed public security penalties on both parties. Subsequently, Mr. Li applied for judicial expertise, and the police station entrusted the Judicial Expertise Center of the Affiliated Hospital of Guilin Medical University to conduct the expertise for Mr. Li.

Judicial Expertise Authorization Letter.

Offline mediation failed, and the tourist claimed to be surrounded by the tour guide.

On the day of the injury, Mr. Li called the complaint hotline of Guilin Municipal Culture, Radio, Television, and Tourism Bureau multiple times. He said that the staff stated that they must provide the travel agency’s information to proceed, but “Ms. Liu did not provide any relevant information from the beginning to the end.”

On December 3rd, Mr. Li brought the judicial expertise authorization letter to the Complaint Center of Guilin Municipal Culture, Radio, Television, and Tourism Bureau to file a complaint offline. The staff confirmed that the affiliated travel agency of the involved tour guide was Guilin Shanhai Travel Agency. That afternoon, the Bureau mediated between Mr. Li and Shanhai Travel Agency. He said that during the mediation, the person in charge of the travel agency promised that “the local travel agency would be responsible for Mr. Li’s current medical expenses. After the judicial expertise results come out in three months, the subsequent medical expenses will have nothing to do with the local travel agency.”

Mr. Li said he would consider it first and give a reply the next day.

However, on the way out of the Complaint Center, Mr. Li encountered the involved tour guide, Ms. Liu, again. “She was standing on the roadside with four other people. I didn’t see them at first because my vision is very poor now,” Mr. Li said. “When she saw me, she started shouting, ‘It’s him, it’s him,’ and then the five of them surrounded me, blocked my way, insulted me, and prepared to attack. Then I called the police.”

The involved tour guide has been suspended, and relevant departments have intervened to investigate.

Regarding the compensation for this incident, Mr. Li said he hoped it would be determined based on the recovery of his eye and whether his face would leave scars. “If the other party was injured during the mutual fighting, I am also willing to compensate according to the judicial expertise report.”

Administrative Case Filing Notification.

On December 4th, The Paper called Shanhai Travel Agency. The relevant person in charge of the agency stated that the current situation of the tourist was unknown, and they had not been in contact since the mediation. “The travel agency has filed a case with the public security department, and the Culture, Radio, Television, and Tourism Bureau is also coordinating. Ms. Liu has been suspended from her duties to assist in the investigation,” said the person in charge. “The tourist cannot provide evidence of being forced to shop by the tour guide. It is possible that the facts are unilaterally exaggerated and distorted. I hope everyone will not believe one-sided words.”

The person in charge of the travel agency mentioned above stated that the relevant tour group had been taken over by a new tour guide and continued their trip without any impact on the itinerary.

The video provided by Shanhai Travel Agency showed that Mr. Li and the tour guide, Ms. Liu, first had a verbal conflict, which then escalated into a physical altercation as both parties’ emotions intensified. The Paper noted that in the 4th second of the video, Mr. Li pushed Ms. Liu, and by the 8th second, both parties started fighting each other. At the 11th second, staff from the shopping store intervened to separate them, but they started fighting again. At the 27th second, the two were separated and continued their verbal argument until the police were called to handle the situation.

On the same day, The Paper called the Complaint Center of the Enforcement Squad of Guilin Municipal Culture, Radio, Television, and Tourism Bureau, and the staff stated that the relevant incident was under verification and investigation without a conclusion. Meanwhile, staff from Guilin Pingshan Police Station said that