起因：不是扔在火车站 是不满意宾馆条件 cause：Not throw in the railway station is not satisfied with the hotel conditions

　　21时15分，当记者联系到张女士时，她说，她所在的旅游团是由青海国信国际旅行社有限公司负责地接事宜，他们是从成都来西宁旅游的，于7月18日10时15分到达西宁，去塔尔寺旅游后，导游将他们送至火车站后就走了，至今已三个小时。张女士认为团里有20多名小孩还有很多老人，耽搁下去会很不安全。

21 when 15 points，When a reporter linked to ms. Zhang，She said，Some in her tour is expressed by the qinghai international travel agency Co., LTD. Is responsible for matters to pick up，They were from the chengdu to xining tourism，On July 18, when 10 to 15 points to xining，Go after the kumbum tourism，Will they send to guide the station, and went away，Now has three hours。Ms. Zhang think group consists of more than twenty children still have a lot of old man，It was not safe to delay will go down。

　　经记者调查，事实上旅行团在游览完塔尔寺后，被带团导游安排至西宁火车站附近的某宾馆休息，而不是张女士所说的扔在火车站上。张女士等一行50余人认为火车站附近太吵，宾馆住宿条件较差，要求换宾馆，但旅行社只同意给他们换房。双方未达成一致，这才有了上述一幕。

The reporter survey，In fact in the tour after tour group head，Tour guide arrangement was to xining near the railway station a hotel，Not ms. Zhang said throw at the train station。Ms. Zhang, a line of more than 50 people think near the train station is too noisy，The hotel accommodation is poorer，Requirements change hotel，But only agreed to give them move rooms travel agency。Both sides did not agree，This was the scene。

　　21时40分，青海国信旅行社相关负责人、导游及西宁市旅游局质量监督管理处负责人赶至火车站，当场表示可以给游客换房，并在西宁市城南新区联系了一家标准较高的经济型酒店。

40 points in 21，Qinghai expressed the relevant person in charge of travel agency、Guide and quality supervision and administration of xining city tourism bureau chief rushed to the railway station，Said to tourists can move rooms on the spot，And in the south of xining city new a standard of higher contact economy hotel。

　　21时50分，在成都游客要求下，国信旅行社负责人带着两名游客代表看过新联系的酒店后，游客选择在城南新区入住。22时30分左右，事情得到较为圆满解决。

21 at，In chengdu visitors request，Travel agency with two of expressed tourists representative seen new contact the hotel，Tourists in the south of the city in the new choice。And about 30 points when，Things get more done。

旅行社：旅游合同约定早已做到 Travel agency：Tourist contract already do

　　7月19日，青海国信国际旅行社有限公司负责人介绍，在当初接到这批客人时，游客提出的住宿要求是干净、卫生、经济型双人标准间。旅行社是按照当初约定找到的火车站附近的某宾馆联系入住，但登记时，游客认为宾馆离火车站太近，影响他们休息，要求在市内找家宾馆入住。“游客代表说他们多是老人和孩子，宾馆里的楼梯栏杆有问题，窗户一推就开，有安全隐患。可我们在联系宾馆时，实地看过，不存在这些问题。”旅行社的负责人说。

July 19,，Qinghai expressed international travel agency Co., LTD chief introduction，In the first batch of visitors from this，Tourists proposed accommodations are clean、health、Economy double standard room。Travel agency is according to had agreed to find a hotel near the railway station in contact，But registration，Visitors from the station so close that hotel，Affect their rest，Request for hotels in the city check-in。“Tourists said they represent are the children and old people，Hotel the stair rail has a problem，Push open the window，Is there safe hidden trouble。Can we contact the hotel，Field seen，Not all the problems。”The person in charge of the travel agency said。

　　青海国信旅行社负责人强调，在接团时，对方要求为经济型标准二人间，他们已经做到。

Expressed in qinghai province of travel agencies stressed，The game is on the，The other requirements for economic standard two earth，They've made it。

　　游客代表认为，在当初报团时，四川当地旅行社曾经承诺住宿为准二星标准。

Tourists representative think，In the first group reported，Sichuan local travel agency has promised accommodation shall prevail two star standard。

　　记者拿到一份7月11日四川康辉/四川省中国青年旅行社武侯分社发给青海国信国际旅行社有限公司的传真确认件，上面对接待标准如此规定：“请提供双人空调标间、2早餐4正餐、正规空调旅行车、景点所列门票、优秀导游”。

Reporters got a July 11, KangHui/sichuan province of sichuan China youth travel service to qinghai branch wuhou expressed international travel service Co., LTD. Of the confirmation pieces，To receive standard such provisions：“Please provide double air conditioning standard rooms、2 breakfast and dinner、Regular air conditioning station wagon、Listed attractions tickets、Excellent guide”。

　　青海国信旅行社负责人说，虽然双方有些沟通方面的问题，但在7月18日晚，青海国信负责人还是当面向成都旅行团所有游客道歉，并按旅游局相关负责人的要求对旅游团游客作出适当补偿。

Expressed in qinghai province of travel agency，While the two some communication problem，But on July 18 days late，Qinghai expressed or the responsible for all tourists Tours when chengdu apology，And according to the requirements of the relevant person in charge of tourism bureau to tour visitors to make appropriate compensation。

旅游监督部门：旅行社服务细节有漏洞 Tourism supervision department：Travel agency service details has holes

　　西宁旅游局质量监督处处长鲜如桂介绍，当听到游客投诉后，她立刻联系车辆前往事发地，到了现场发现，由于这个旅行团内有6位老人，20名孩子，而宾馆硬件条件确实较差，加上环境较吵，住宿条件不理想。根据他们翻看旅行团的确认单、行程单后发现，双方确实对约定住宿这块只规定了经济型双人标准间，无其余约定。出现这种投诉，说明服务并不细致，旅行社操作严重失误，接待过程中仍然有差错，同时调查中发现导游确实有甩团现象，导游存在严重违规。

Xining tourism administration of quality supervision, such as GuiJieShao everywhere long fresh，When heard tourists after complaints，She immediately contact vehicles to the land，To the scene found，There were six Tours for this old man，20 children，And the hotel hardware conditions poor indeed，Plus environment is noisy，Accommodation is not ideal。According to their tour through the confirmation、After the itinerary found，Both sides agreed to stay this really only stipulate the economy double standard room，Without the rest of the agreement。Appear this kind of complaints，Explain service is not careful，Travel agencies operating serious faults，Reception process still have mistakes，At the same time survey found guide do have left group phenomenon，Guide exists serious violations。

　　为让这50余位客人在剩下的时间内怀着愉快的心情继续游览大美青海，西宁市旅游局相关负责人要求旅行团在剩下的行程中用加早餐、换导游、赠送小礼品等方式给予补偿。

To make this more than 50 guests in the rest of the time with a happy mood continued to visit big beauty qinghai，The relevant person in charge of xining city tourism bureau that tour groups in the rest of the trip with add breakfast、Change tour guide、Giving small gifts, way to give compensation。

　　记者手记 ：

Journal reporters ：

　　7月18日夜晚的投诉电话，让我们焦急不已，后来得知事实并非如游客所说，并很快解决后，才算松了口气。虽然游客焦急的心情我们能够理解，但通过此事，可以看出游客在投诉中需要注意一些细节，开始时，游客将青海地接旅行社名字记错，投诉为青海另一家旅行社，这家旅行社的负责人后来形容：“大热天的出了一身冷汗”。得知投诉，这家旅行社负责人紧急给自己所有部门负责人打电话核实，后又得知名字记错了，他这才松了口气。西宁旅游局质量监督处鲜如桂处长也透露了一个细节，当时，游客因为没搞清旅行社的名字，让她在市区内焦急等待了多时才赶到现场。所以，游客在投诉时要切记据实、据理。

July 18, the complaint call at night，Let us anxious and excited，Later learned that the fact is not as tourists said，And soon after the solution，Just calculate relieved。Although visitors anxious mood we can understand，But through this matter，Can see tourists complain about the need to be paid attention in some detail，started，Visitors will be to meet travel agency in qinghai names wrong，Other complaints for qinghai a travel agency，The travel agency described the person in charge of the later：“Hot days, broke out in a cold sweat”。Complaints that，The travel agency chief to all section of emergency call verification，And after that name wrong，He then relieved。Xining tourism administration of quality supervision, place such as director of guangxi fresh also revealed a details，At that time，Visitors to the travel agency for not name，Let her in the urban district anxiously waiting for long to get to the scene。so，Tourists in the complaint to bear in mind truthful、According to Richard。

　　游客投诉：我们遭遇了甩客 事实是：游客不满住宿条件

Visitors complaints：We had left the guest is fact：Tourists dissatisfaction accommodation