Safety & Support

24/7 Emergency Travel Support

A dedicated English-speaking travel concierge is always available — any time, any emergency, anywhere in China. Here is exactly what to do and who to call.

Visa Payment Support

Your 24/7 Dedicated Support Line

Once you book a trip with us, every traveler receives a dedicated English-speaking "Trip Guardian" — a real person who is available by WhatsApp, WeChat, or phone 24 hours a day, 7 days a week, from the day you land until the moment you depart.

  • WhatsApp / WeChat (Fastest, always on): 15533636303
  • 24/7 English Hotline: +86 15533636548
  • Emergency-only Hotline (after hours): See your booking voucher for the direct number
  • Email (24h response): support@hiddencn.com
Average Response Time

Under 5 minutes via WhatsApp / WeChat for emergency calls. Email replies within 2 hours during business hours.

Official National Emergency Numbers (China)

These are China's official free emergency numbers, callable from any phone (even without a SIM card) at any time. Save these in your contacts now!

  • 110 — Police: Theft, assault, fraud, accidents, robbery, any criminal situation. Operators in major cities speak basic English.
  • 120 — Ambulance & Medical Emergency: Serious injury, sudden illness, heart attack, stroke, severe altitude sickness. Hospitals with international wards linked to this number.
  • 119 — Fire & Rescue: Fire, mountain rescue, trapped/injured hiker, earthquake, flood, landslide.
  • 122 — Traffic Accident: Car crash, motorbike accident, bus breakdown on highways.
  • 12308 — Foreign Ministry Global Consular Hotline: Lost passport, visa issues, detention, repatriation. +86-10-12308 from outside China.

Medical & Health Emergencies

  • Altitude Sickness: Common in Tibet, Sichuan, Yunnan above 3,000m (9,840 ft). Symptoms: headache, nausea, shortness of breath. We carry portable oxygen on high-altitude routes — inform your guide immediately; if severe, we transport to nearest hospital.
  • Food / Water Issues: Only drink bottled water. If you get diarrhea (traveler's diarrhea), inform your guide — we keep Imodium / rehydration salts, and will take you to a hospital if needed. Note: Diarrhea with fever requires medical check.
  • Insect / Snake Bites: Apply pressure bandage, keep limb immobilized, do NOT suck venom. Call 120 and message your Trip Guardian immediately — hospitals with antivenom are pre-identified on all our routes.
  • Travel Insurance: Please always carry a printed copy of your travel insurance policy + emergency assistance number. We recommend coverage up to $500,000 USD (approx. 3.6 million RMB) for trekking routes and helicopter evacuation in remote areas.
Vaccines & Medication

No mandatory vaccines for China. But bring all personal prescription meds in original packaging with English labels. Common OTC medications (paracetamol, ibuprofen, allergy pills, band-aids) are all available at local pharmacies (look for the green cross sign) — but bring a 10-day supply if you have a brand preference.

Lost Passport or Luggage — Exactly What To Do

1

Message Your Trip Guardian First

Call or WhatsApp them immediately — they will start the paperwork process on their end even before you finish reporting it.

2

File an Official Police Report

Go to the nearest 110 police station (your guide will take you). Ask for an official stamped police report receipt in Chinese — you NEED this for the embassy/consulate replacement process.

3

Visit Your Country's Embassy / Consulate

Apply for an Emergency Travel Document / temporary passport. Your Trip Guardian has the address, phone, and opening hours of ALL major embassies (US, UK, Australia, Canada, NZ, Germany, France, Japan, Korea, etc.) and will pre-book an appointment slot for you.

4

Re-apply for Chinese Visa (if needed)

Lost passport = lost Chinese visa. Your Trip Guardian will help with fast-track visa replacement at the local PSB Exit & Entry office — same-day processing in most major cities for emergencies.

Our Free Guarantee

We cover standard replacement document fees, local taxi transport to/from police + embassy, and hotel nights if your replacement passport requires an extra stay beyond your original itinerary. Consular fees charged by your embassy are not included — check with your embassy for current fee schedules. No hidden charges on our end.

Natural Disasters, Extreme Weather & Flight Cancellations

  • Typhoons (coastal summer): Our system automatically monitors all weather alerts — we will proactively reschedule / re-route your trip 48 hours before a named typhoon makes landfall, and cover any extra hotel nights caused by flight diversions.
  • Earthquakes, floods, landslides: Every guide carries a satellite communicator for signal-less remote areas (Sichuan / Tibet / Xinjiang routes). Your Trip Guardian will pinpoint your exact GPS location and coordinate with local rescue teams within 10 minutes.
  • Flight cancellation / missed connection: Call us before calling the airline. We have a dedicated 24/7 airline rebooking desk that can almost always get you on an earlier flight or reroute through an alternative city — far faster than hold times for regular passengers.
  • Border policy changes: We maintain a live-updated policy database across all 31 provinces. If travel restrictions are imposed on your destination mid-trip, we design an alternative itinerary on the same day at no extra cost.

Common Scams, Fraud & Safety Advice

  • "Tea Ceremony" / "Art Student" scam: A friendly stranger invites you for tea / to buy student paintings — you'll end up with a huge inflated bill. Politely decline. Your guide will walk you through every "red flag" area on day 1 of each route.
  • Fake / unlicensed taxi at airports: Only take metered taxis at the official queue, or use Didi. Never accept a "fixed price" from someone approaching you inside arrivals.
  • Credit card skimming: Always keep the card in sight when paying at a restaurant or shop. Avoid "hole-in-the-wall" ATMs in dark alleys — use airport or bank-branch ATMs.
  • Pickpockets: Large metro stations and train stations (Beijing / Shanghai / Guangzhou / Xi'an / Chengdu / Chongqing) have occasional petty theft. Keep wallets in front pockets; bags zipped.
A Word About Personal Safety

China is exceptionally safe for tourists. Violent crime against foreign visitors is extremely rare. Women traveling alone will not face any unusual safety concerns even at night. The real risks are almost always financial (scams) or medical (altitude sickness / food) — both of which our team actively prevents and mitigates.

Summary — Before You Fly Checklist

  • Save your Trip Guardian's WhatsApp/phone number on day of booking
  • Save Chinese 110 / 120 / 12308 hotlines in phone contacts
  • Email yourself a digital photo of passport data page + Chinese visa page
  • Print a physical copy of insurance policy + emergency contact page (inside carry-on)
  • Carry 3-5 days of personal prescription meds in original packages
  • Register with your country's embassy travel registration website (Smart Traveler Enrollment Program (STEP) for US, Smart Traveller for Australia, etc.)
  • Get travel insurance with at least $500k medical + evacuation coverage (approx. 3.6 million RMB)