Data chart: Tourist. Zhang Wei of reporter of China News Service is photographed
● online travel is booked is to show consumer carries a network or the phone serves a provider to engage the travel product such as circuitry of airline ticket, hotel, travel or service to travel, pass a kind of travel that pay on the net or fee pays below the line to consume kind
After 51 travel of ● consume busy season to end, online travel (OTA) becomes consumption to complain heavy disaster area. Heat problem basically builds clause of carry out, Xiang Yu the Conqueror, big data to kill ripe, order to retreat in acquiesce centrally change, information is divulged, rise in price after next trap of false conduct propaganda, low, sheet or do not have error of ticket, order (wrong sheet, leakage sheet) , travel accident is compensated for etc
● online travel attributes burgeoning trade, at present industry development still lacks mature experience, plus online travel consumptive process chooses much, route long, range is wide, involve a line to go up, below the line many link, no matter be of concerned branch,execute the law supervise, still be the interior management of enterprise oneself, go up objectively to be put in certain difficulty
"51 " after travel consumes busy season to end, electronic business affairs consumes dispute to mediate library of case of authority of platform user dimension to show, online travel (OTA) becomes consumption to complain " heavy disaster area " , order ticket, each link that gives consumption of tourist attraction of room of travel, hotel, travel to be put have dirt of a lot of cat. The problem centers expression to be cost of return a ticket of collection high specified number, order to cannot be consumed, it is difficult to issue sheet hind make an appointment, retreat change an autograph to meet with refus, goods is incorrect board, special offer commodity rejects refund to wait.
Accordingly before release " trend of online travel spending and report of research of climate of consumptive dimension authority (2019) " show, problem of heat of authority of dimension of online travel spending basically is centered in acquiesce to build clause of carry out, Xiang Yu the Conqueror, big data to kill ripe, order to retreat change, information is divulged, rise in price after next trap of false conduct propaganda, low, sheet or do not have error of ticket, order (wrong sheet, leakage sheet) .
Occupy research center of electronic business affairs additionally " 51 " before release " TOP10 of platform of business of cable of OTA of Q1 whole nation consumed grade a list of names posted up 2019 " show, platform of business of some OTA cable " satisfaction of sex of effectiveness for a given period of time of feedback rate, response, user is spent inferior... obtain ' do not suggest to issue sheet ' buy grade " .
To long-term since a few problems that OTA exists, " legal daily " the reporter undertook interviewing.
Online book guest room to expire cannot enter
Go out outer, a lot of people can choose to book a hotel through OTA, but the situation that meantime also produced a few expect to be less than.
"51 " before, platform of mediation of dispute of consumption of electronic business affairs receives an user of platform of online to travel complain, say its passed foreword of Xiaocheng of small letter of some online travel platform to order abide by justice on April 17 the room of a hotel. The accused after reaching a public house knows to cannot be entered, this user immediately contacts online travel platform, because will not order single shot to be brought about to the hotel,the explanation of customer service is cannot enter.
Ever since, the solution that the other side gives out is to cancel original order, it is an user to issue sheet in another hotel afresh, and of new public house enter charge more expensive than former hotel 172 yuan, this share cash needs by him user pay for sb and expect to be repaid later, after returning a house 3 compensate to the platform inside 5 days user individual pays Fu Zhi treasure. But this user until this money still was not gotten when complaining.
The reporter books Hangzhou through platform of an online travel when the guest room of some hotel, discover congener guest room has " cancel freely " and " cancel conditionally " two kinds, former price 488 yuan, latter price 396 yuan.
Platform customer service tells a reporter, the hotel is different refund scale is different also, highest but according to cost price case 90% undertake refund. But the reporter learns from this hotel, if be in 16:00 before it is OK to cancel order sum refund, 18:00 before cancel to need to pay 40 yuan.
As we have learned, platform of an online travel and collaboration of other network platform established credit to live, for credit good consumer is offerred 3 exempt a service (avoid cash pledge, avoid queue up, avoid) of make the rounds of the wards, get the welcome of a few consumer.
But a consumer tells a reporter, credit lived to be discharged really a few join circuit trivally, promoted whole efficiency. But credit lives in the system to setting and problem handle a side and did not reach the level that makes consumer enough and satisfactory.
According to this consumer introduction, he ever lived in Beijing to order a public house with credit, lived two evening, need 1432 yuan actually to pay, but 2577.6 yuan are deducted in sequel however in deducting a money. Customer service replies he says, this is to attribute the problem that pays software. After course and customer service are communicated repeatedly, he just finished refund, get pair of short messages that times compensate pays.
"Pair of times compensate that credit stays in paying is to retreat one compensate one, I had searched similar case, the strength that discovers compensate pays and amount differ somewhat. The compensate that feels credit lives pays still depend on hotel oneself, the specific regulation that platform and hotel pay a respect in compensate still needs to be perfected further with communication means. " this consumer says.
Of Thespian major in school undergraduate Li Hao tells a reporter, the credit that he once used platform of this online travel lives a hotel that reserved Beijing, as a result of not quite affirmatory oneself journey, ordered two days only so, and the day pays acquiescent Gou Xuanyi, but platform did not deduct cost in time.
"I lived 3 days in all, but did not deduct cost in 34 days after entering a public house. Later I to about complain platform report, still did not finish deduct cost, also give without relevant short message clew, cause my credit exceed the time limit finally, credit mark drops. I discover to there also is similar case on the net, it is to do not have the be caused by that deduct a money tardy. " Li Hao says.
Airline ticket cannot change a tourist disconcerted who to strand to be in charge of
Besides order a public house besides, still a lot of users choose to reserve ticket, airline ticket through online travel platform.
Platform of mediation of dispute of consumption of electronic business affairs receives an user to complain say, two pieces of airline ticket are bought in some online travel platform, paid 972 yuan. Examine place of return a ticket to require cost afternoon, the dot leaves to show return a ticket is successful later, collection return a ticket expends 972 yuan, refund amount is 0 yuan. This user says, platform did not hit a phone to affirm to him whether return a ticket, also do not have next operations. He calls after connection customer service applies for refund, because be a client,the accused knows to operate error, so irreclaimable airline ticket also does not grant refund, the settlement that give out method is to send 5 fold red bag to make its new order airline ticket.
Tianjin undergraduate willow once had bought a train ticket on platform of some online travel, the page shows superabundant ticket at that time, undertake ordering then, after paying a success, the problem appears in link giving a bill, show bill failure, the reason is certificate did not pass test of railroad branch nucleus.
"I had had the experience that buy a ticket in 12306 websites, identity nucleus test is accurate without by accident. When undertaking communication with platform customer service, customer service says actually ' change a software, do not use this platform ' . " willow says.
Such reply makes willow very malcontent, "Although snatch a bill fast, the price compares congener website a little cheap, but such replies follow customer service personnel sportive like " .
Still an user is in " 51 " eve reserved the airline ticket that flies to Hong Kong from Shanghai Pudong through platform of some online travel, cancel order because of individual reason later.
"This website is in before dawn sent a short message to me 2:48 on April 29, call refund application by refus, the reason is to cannot contact an user, so 1000 multivariate bought airline ticket can retreat 140 yuan only. " this user tells a reporter, he feels very furious to this, on the net then dispatch undertakes complaining.
Subsequently, the customer service of platform of this online travel contacts this user through the phone, say to be able to retreat 200 yuan, but need its to delete what release on the net to concern content.
Besides, collection high specified number changes an autograph to expend also is the place that online travel platform gets people to denounce fully all the time.
The case that research center of electronic business affairs releases shows: Mr Li on Feburary 26, Guiyang was bought 27 days in some online travel platform - Sha Ba roundtrip, Sha Ba - the airline ticket that fights a lake to go there and back, the full name phoneticize that has 3 pieces of airline ticket among them needs to change. Airline states tripartite orders a ticket to need to be changed by tripartite, but response of online travel platform cannot be changed, the reason is unidentified, can retreat only old buy new. To the solution that customer service offers, mr Li thinks the price is too high and unreasonable, airline regulation can be changed, online travel platform rejects to change however.
