日前,乌鲁木齐市市民苏菲燕带着国外亲戚到天池游玩时,中途被旅行社强收了480元费用,后经投诉举报旅行社最终退还她400元。

a,Urumqi city with foreign citizens Sophie yan relatives to tianchi play,Travel along the strong accept 480 yuan fee,After complaints whistle travel agency eventually returned her 400 yuan。

图为导游在车上劝说乘客。 The tour guide in the car to persuade passengers。 图为这是一份条约上承诺的午餐。 The graph is this is a treaty commitment on the lunch。

　　

　　7月18日,记者以游客身份跟一家旅行社前往天池,亲身体验了半途加价的过程。

July 18,,Reporter by the visitors with a travel agency to tianchi identity,Experienced the process of gets halfway。

还未上山先被“转让” Not to be up the hill“transfer”

导游：“又不让你再掏钱” guide：“And don't let you to draw out money”

　　42岁的苏菲燕是首府市民，日前，她在哈萨克斯坦的亲戚来乌鲁木齐玩。7月10日，苏菲燕到新疆中旅假日国际旅行社报名参加了天池一日游，“团费是每人120元，他们说这120元包含了上天池的来回路费、门票费和午餐费。”苏菲燕说，但11日他们8口人上山途中，旅行社导游却强行向他们每人再加收150元，其中含必须要交的70元来回区间车费以及80元旅游景点自费。“我当时很气愤，报名签合同时也没说区间车费啊。”苏菲燕说，最后对方在80元自费景点项目上给她优惠了20元，即每人再交130元（扣除区间车费后每人多交了60元，8人即480元）。回来后苏菲燕向旅游部门投诉，最后新疆中旅国际假日旅行社向她返还了400元。

42 Sophie yan is capital of citizens，a，Her relatives in kazakhstan to urumqi to play。July 10,，Sophie yan to xinjiang travel holiday travel international register to attend tianchi full day，“The cost is 120 yuan per person，They said the 120 yuan contains the expenses on tianchi back and forth、Fee and lunch。”Sophie yan said，But 11 they 8 mouth people going up the mountain，Travel Courier but forced to each of them to receive 150 yuan，Including must want to hand in 70 yuan and 80 yuan back and forth interval fare tourist attractions at one's own expenses。“I was very angry，Sign up sign the contract also didn't say interval fare ah。”Sophie yan said，Finally the other in 80 yuan at one's own expenses on projects to her preferential sites for 20 yuan，That is to make 130 yuan per person（After deducting interval fare per person handed in more than 60 yuan，8 is 480 yuan）。After come back to the tourism sector of complaints Sophie yan，The last team to xinjiang international holiday travel agency to return her 400 yuan。

　　17日晚,记者在新疆中旅国际假日旅行社报名天池一日游,一位周姓工作人员说,因为现在已是旅游旺季,天池一日游的费用由以前每人120元加到了130元,而130元包含了来回车费、门票费和午餐费。

17 days late,The reporter CTS in xinjiang international holiday travel agency registration tianchi full day,A ZhouXing staff said,Because now is already high season,The cost of the one-day tour tianchi by previously 120 yuan per person added up to 130 yuan,And 130 yuan contains the fare back and forth、Fee and lunch。

　　按照周姓工作人员的交代,18日8时30分,记者来到长江路一家酒店前上了该旅行社的大巴车。在交了130元费用后,旅行社工作人员并没有让记者签订旅游服务合同,并以车上游客已满为由让记者乘坐另一辆大巴车,“那辆大巴也是我们旅行社的”。

According to ZhouXing staff as ever,18 and 30 points,The reporter comes to a hotel on the road before the DaBaChe travel agency。Made 130 yuan in the fee,Travel agency staff and not let reporters sign tourism service contract,And with the car is full already let reporters for tourists in the car DaBaChe,“The bus is also our travel agency”。

　　随后,记者上了工作人员指定的另一辆大巴车。但上车后却从其他游客处得知,这辆车拉的是新疆广华旅行社的游客,“估计是你们那边人坐不下,旅行社把你"转让"给这家旅行社了。”旁边一名游客对记者说,他以前也遇到过这种情况。

then,Reporters on the staff of the specified other one DaBaChe。But get from other tourists but learned,The car to pull of xinjiang wide China travel agency tourists,“Estimation is you can't sit over there,The travel agent you"transfer"To the travel agency。”Next to a tourist told reporters,He had also met the situation。

　　随后,这辆大巴车上的周姓导游说,她确实是新疆广华旅行社的导游:“反正又不要你再交钱了,只要能上山就行。”

then,The bus on the car of the ZhouXing tour guide said,She was indeed xinjiang China travel agency wide of the guide:“Anyway, and don't you to make money again,As long as you can just up the hill。”

车道中途要加收200元 Lane midway will charge $200

导游：“出来玩不要留遗憾” guide：“Come out to play don't leave a regret”

　　9时,车从乌鲁木齐出发向阜康驶去,导游小周开始介绍乌鲁木齐及天池的相关历史常识及旅游知识,并询问车上游客中有没有本地人,见没人应声,小周继续讲解。

9 when the,Car from urumqi was set off to the health,Guide to small cycle began to introduce urumqi and the relevant historical sense and slop tourism knowledge,On the bus and tourists have locals,Saw no one answered,Small ZhouJiXu explain。

　　9时42分,车快行至阜康服务区时,正在介绍天池各旅游景点的小周突然话锋一转:“小周给大家讲清楚,刚才讲的景区这些景点是需要自费的,有的朋友可能会疑惑,早上给交的100多元或前几天参团时团费包含了哪些?小周给大家重复加一下,它包含的是5项:往返两百多公里的车费、景区大门票100元、中午一顿午餐、旅行社责任险、导服费。”

9 when the 42 points,The car was quick step to Cornwall area of the service,Is introducing the tourist attractions of small 'week suddenly turn speeches:“Small weeks to tell you clearly,Just speak of scenic spot these attractions is the need of at one's own expenses,Some friends may be puzzled,To pay 100 yuan in the morning or a few days ago when CanTuan fue contains what?Small weeks for everyone with a repeat,It contains five: more than two hundred kilometers from the fare、Scenic spot big ticket 100 yuan、A lunch at noon、Travel agency liability insurance、Guide service fee。”

　　此时,正在打瞌睡的一些游客开始提起精神仔细听,小周则开始向游客叫苦旅行社“不挣钱”:“景区大门票就要100元,你们就是从乌鲁木齐坐个最破的中巴车,再到阜康,跑到天池,这样往返的路费就要50元,大家可以算算,你们交的100多元团费里包含的是这5项,旅行社基本都是在零报价。”停顿几秒钟后,小周继续说,“那么,刚才小周所讲的景区费用,一个人200元整。”

At this time,Are some of the visitors started dozing instituting moral listen carefully,Small weeks is beginning to complain tourists travel agency“Don't earn money”:“Tickets will be 100 yuan big scenic spot,You are the most from urumqi sit a broken ZhongBaChe,And then to Cornwall was,Ran to the tianchi,Back and forth so expenses will be 50 yuan,You can calculate,You pay in the group of 100 yuan FeiLi contains the five,Travel agencies are at zero basic offer。”Pause a few seconds later,Small ZhouJiXu said,“so,Just small weeks, speak the scenic spot costs,A man is 200 yuan。”

　　这时,有一些游客开始不悦。记者身后一名女游客嘟囔着:“前面报名的时候也没提啊?咋中途又开始收费了呢?”

At this time,Some tourists will start。Reporter behind a female tourists du rang write:“Signing up front also did not mention it?Zha midway began to collect fees?”

　　觉察出游客不悦的小周连忙解释这200元的“必要性”:“第一项:往返70公里的区间车车费。之后,坐上一个区间车到达一个中转站,是哈萨克族村,一方面了解当地的民俗风情,另一方面给他们扶一下贫。”

Detected a dirty little weeks tourists explained that it is 200 yuan“necessity”:“The first: 70 miles (kilometers) from the OuJianChe fare。after,Sit on a OuJianChe arrived to a transfer station,Is the kazak village,On the one hand and understand the local folk customs,On the other hand they helped to the poor。”

　　小周继续说:“走进风情园,可以吃上小点心,喝喝奶茶,看一个原生态歌舞表演,还可以穿民族服装留影,吃喝玩乐全都在一起。”她一再强调,这个地方去年是60元,今年降价了,是40元。

Small ZhouJiXu said:“Walked into the garden,Can eat cookies,Drink tea with milk,See a original singing and dancing,Also can wear in national costume,Beer and skittles all together。”She emphasized,This place is 60 yuan last year,This year the price,Is 40 dollars。

　　“第三项费用是上天池坐一下游船和登景观台。”小周说,“快艇的费用不但很贵,也很快。画廊也要80多,游船最便宜,才65。”

“The third charge is on sit on cruise ships and slop landscape units。”Small weeks said,“The cost of not only very expensive,Also soon。The gallery also want to more than 80,Cruise the cheapest,Only 65。”

　　小周继续介绍:“坐上游船后,登到最高观景台,去拍天池全景,这个点是25元。所以景区的费用加上区间车是200元,再没有任何费用。”

Small ZhouJiXu is introduced:“Sit on the boat,On deck to the highest,To shoot the tianchi panorama,This point is 25 yuan。So the cost of the scenic spot and OuJianChe is 200 yuan,No any costs。”

　　“大家出来玩,不要留下任何遗憾。”小周一再强调。

“Everyone to come out to play,Don't leave any regret。”Small repeatedly stressed that week。

试图拒交一项费用 Trying to JuJiao a fee

导游：“不去参观饭都吃不上” guide：“Don't go to visit we have no food”

　　经过小周一番循序渐进的“开导”后,一些外地游客似乎也想开了。此后,小周开始到游客身边收取200元费用,游客们纷纷交费。到记者身边时,进行了以下对话:

Through little weeks a progressive“channel”after,Some tourists also seems to be happy。Since then,Small weeks to around $200 fee for tourists,Tourists have been pay。To reporter side,For the following dialogue:

　　“区间车费是70元是吧?另外130元究竟包含啥啊?”

“Interval fare is $70. Yeah?Another 130 yuan actually contains what ah?”

　　“包含65元的游船、40元的民俗风情园参观和25元登观景台的门票。”

“Contains 65 yuan boat、40 yuan folk scene park visit and 25 yuan up tickets for the observation deck。”

　　“游船太贵了,我可以不玩游船吧。”

“Cruise is too expensive,I can not play's yacht。”

　　“因为我们整个组一条行程,如果游船都不玩的话,整个天池十几分钟就看完了,那你还看啥?这个你放心,是物有所值的。”

“Because our whole group a trip,If cruise all not play it,The whole tianchi ten minutes just finish,Then you see what?This you can rest assured,A great value。”

　　“那风情园我可以不去参观吧?”

“The garden I can't visit it?”

　　“不去风情园参观的话饭都吃不上,因为我们是到里面去吃饭。里面吃喝玩乐都有,还有大型表演。来一趟不容易,就顺便转一圈。”

“Don't go to park visit words we have no food,Because we are in to have a meal。Inside, drink, and be merry,Still large performance。A trip to is not easy,He dropped one round。”

　　无奈之下,记者只好交了200元,小周这才离去。11时20分,乘坐的区间车来到距天池大门约10公里的中转站,这里是一个小型停车场,路边是一些哈萨克民族毡房,小周说这里就是哈萨克民族风情园。在她的带领下,记者随团进入风情园,参观了哈萨克民族婚房、毛毡房,并现场观看歌舞节目。11时30分,团队游客进入一个毡房。小周说,现在开始吃午餐,一会儿再上山。不一会,一位牧民给每人上了一杯奶茶和一小碟素抓饭,“以前有游客吃不习惯这里的抓饭,老是浪费,所以牧民素抓饭上得少了点。大家如果不够吃,可以加饭。”小周说。

Helpless under,The reporter had to pay 200 yuan,Small weeks this just leave。When 11 20 points,On OuJianChe came to about 10 km away from tianchi gate region,Here is a small parking lot,The road is some kazak ethnic ZhanFang,Small weeks said here is the national park。Under her leadership,Reporters traveling with a group into the park,Visited the national marriage room、Felt room,The song and dance and watch the show。11 30 points,Visitors to the team a ZhanFang。Small weeks said,Now begin to eat lunch,For a while then went up into the mountain。soon,A nomads to each person in the cup of tea with milk and a XiaoDie ZhuaFan element,“Used to have visitors not used to the ZhuaFan eat here,Always waste,So the nomads of the ZhuaFan element on a little less。If everyone is not enough to eat,Can add rice。”Small weeks said。

　　吃完素抓饭后,大多数人没有吃饱,继续要了一小盘,但瞬间素抓饭就吃没了,再来一盘,再次被吃完。之后,饭没了。有些没吃饱的,就打开自己的包拿出自备的榨菜、饼干、煮鸡蛋等继续吃。“说包一顿午餐,没想到这么少,哪能吃得饱啊?”一名游客抱怨道。随后,我们一路到山顶、乘坐了65元的游艇和25元的登景观台。至14时许,记者肚子开始饿了,只好花10元泡了一桶方便面。同团的几名男游客也纷纷拿出自备食物充饥。

Finish eat meat ZhuaFan,Most people don't have enough,Continue to a small dish,But moments ZhuaFan eat no meat,One more plate,Was again eat。after,Rice didn't。Some didn't eat satisfied,Open the bag out of their own pickle、cookies、Continue to eat the boiled eggs, etc。“Pack a lunch said,Didn't think so little,Where to eat satisfied?”A tourist complained。then,We all the way to the top of the mountain、A $65 yacht and $25 on landscape units。To 14 at about,Reporters began to hungry belly,Had to spend 10 yuan bubble a barrel of instant noodles。The group the few men with tourists in some bring your own food to eat。

　　16时,同团游客陆续下山,18时抵达乌市。一天下来,算上早上交的130元团费和中途收取的200元,记者先后给旅行社和导游交了320元费用,这比此前旅行社所说的“130元天池一日游”多出了200元。

16,Tourists with group in the mountain,18 the arrival of urumqi。One day down,Early on in the $130 membership fee and charge of the 200 yuan,The reporter has to travel agency and guide made 320 yuan fee,This than the previous travel agency said“130 yuan tianchi full day”The 200 yuan。

　　在天池,记者采访了10名游客,共涉及5家疆内旅行社。这些游客均表示,在来天池的路上导游都额外收取了100元至200元不等的费用。“这些费用基本上都是去参观或游玩景点项目的,都是必须要交的。”来自上海的游客鲁斌一肚子怨言,“我就是冲着120元便宜价格上天池的,但最后算下来是300多了,早知道就不来了。虽然这个钱不是太多, 但觉得很窝囊。”

In the tianchi,The reporter interviewed 10 visitors,There are five in xinjiang travel agency。These visitors are said,On the way to the guides had extra 'charge the $100 to $200 for expenses。“These charges are basically to visit or play attractions of the project,All must want to hand in。”The visitors from Shanghai LuBin has a wide repertoire of complaints,“I just shouted at 120 yuan on a cheap price of the slop,But at last count down is more than 300,Early know wouldn't come。Although the money isn't too much, But feel very timid。”

调查： survey：

七成投诉涉及中途加价、改合同 The complaints involve seventy percent increase、Change contract

　　一位旅游行业人士说,中途加价不仅在天池,在其他旅游景点也有。“导游一般都没工资,就是靠游客去一些景点项目拿提成。”该人士说,这也是现在导游在中途加价、尽量说服游客去景点游玩的原因。

A travel industry members said,Midway tariffs in tianchi not only,In other tourist attractions。“Guide general didn't pay,Which is on the tourists to some scenic spots project take commission。”This person said,This is now the tour guide in the premium、Try to convince tourists to visit scenic spots of reason。

　　19日,记者与新疆中旅假日国际旅行社和新疆广华旅行社取得联系,两个旅行社的负责人解释称,在所有项目中,哈萨克风情园40元的门票我们也很无奈,“风情园的消费是和有关部门捆绑在一起的,如果不去风情园,我们的一些手续就办不下来。”而对于游艇和登观景台的门票问题,中旅国际假日旅行社相关负责人说,旅行社要求导游除风情园门票外,不能强制要求游客掏其他景区费用,“游客可以拒交,如果导游强制消费,可以向旅游部门投诉。”至于记者被“转让”到其他旅行社的事,这名负责人表示,这是一种游客拼团行为,“因为有些车不够,有的车则满了,这样相互集中起来,也好方便游客。”

19,Reporters and xinjiang travel holiday international travel agency and xinjiang wide China travel agency contact,The person in charge of the two travel agencies explanation says,In all events,Kazakhstan park 40 yuan tickets we also very helpless,“Garden and the relevant departments of the consumption is bound together,If not to park,Some of our procedures to do not come down。”And for the yacht and up to the observation deck ticket problem,International holiday travel agency responsible team said,Travel agency requirements in the garden tour guide tickets,Can't forced out other tourists cost scenic spot,“Tourists is ok refus pays,If guide compulsory consumption,Can travel to the complaint department。”As for reporters were“transfer”To other travel agency,This official said,This is a kind of tourists spell group behavior,“Because some of the car is not enough,Some car is full,Such mutual concentrate,Or convenient tourists。”

　　新疆广华旅行社负责人许雷则说:“如果仅仅是130元,连门票和乌鲁木齐至天池的路费都不够,我们也很无奈。”记者了解到,2009年国家旅游局施行的《旅行社条例实施细则》规定,旅行社不得要求旅游者必须参加旅行社安排的购物活动或者需要旅游者另行付费的旅游项目;未经旅游者同意,旅行社不得将旅游者转交给其他旅行社组织接待。

Xinjiang China travel agency chief XuLei wide, says:“If it is 130 yuan,Even the tickets and urumqi to tianchi expenses are not enough,We also very helpless。”The reporter understands,2009 years of the national tourism administration《Travel agency executive detailed rules and regulations》provisions,Travel agency shall not require travelers to the travel agency arranged to shopping activities or the need to pay for the project shall be separately tourists travel;Without tourists agree,Travel agency shall not tourists being transferred to other travel agency reception。

　　自治区旅游局旅游执法总队相关工作人员介绍说,目前的游客投诉中,有70%是关于旅行社或导游中途加价、随意更改服务合同问题。“中途加价和未经游客同意就转给其他旅行社,都是违规的。”该工作人员说,这个问题较为普遍,此前他们也曾多次查处,但因这些问题涉及整个行业规范问题,要彻底解决还需要时间。对于记者反映的情况,“我们会向领导反馈,进行调查。”该工作人员说。

Autonomous region tourism administration tourism law enforcement office work related personnel introduces said,The visitors in the complaint,70% is about the travel agency or guide a premium、Optional change a service contract。“Midway tariffs and without tourists agreed to travel to other,Are illegal。”The staff said,The question is very common,They also has several times before the investigation,But for these questions in the industry standards,Thoroughly solve need time。For reporters reported,“We will ask the leadership feedback,investigation。”The staff said。

解决： solve：

三方共同解决促进明白消费 Three parties to come together to solve promote understand consumption

　　采访中,一些业内人士称,要改变这一现状,除了旅游企业需要加强自律外,监管部门也要积极履行监督职责,对于导游侵犯游客权益的各种违规、违法行为,除要及时进行纠正并作出严格处理外,还应建立导游、旅行社信用体系,将不良行为给予记录并向公众公示,把不良导游和旅行社列入黑名单,对于违规情形严重的导游或旅行社,应该予以吊销导游证或旅行社业务经营许可证。

interview,Some in the industry say,To change the current situation,In addition to tourism enterprises need to strengthen self-discipline outside,Regulators also will actively perform supervision responsibilities,For infringement of the rights of visitors guide of illegal、Illegal behavior,In addition to should be promptly to correct and make strict in the disposal,Also shall establish a tour guide、Travel agency credit system,To be bad behavior to give to the public record and published,The bad guide and travel agency blacklist,For an offending situation serious guide or travel agency,Should be revoked DaoYouZheng or travel agency business license。

　　同时,有关部门应进一步规范旅行社提供的格式合同,坚决剔除损害旅客利益的不公平条款、霸王条款,使其成为维护游客权益的有力武器。与此同时,应加强对公众的宣传、指导,提高消费者对旅行社、旅游合同的识别能力以及发生违约甚至侵权行为时运用法律自我保护的能力。

At the same time,Relevant departments should further standardize travel agencies offer format of the contract,Firmly rejects damage the interests of the passengers unfair terms、Overlord terms,To be the maintenance of the rights of tourists powerful weapon。At the same time,Should strengthen the propaganda to the public、guidance,Consumers of travel agency、Tourist contract recognition ability in the event of infringement and even when using the law to protect themselves。

　　中青旅总裁张立军此前在接受媒体采访时则指出,目前,我国旅游业存在着从业主体不成熟和消费者不成熟的矛盾,究其根本原因在于旅游产品缺少标准或标准不清晰。标准化决定专业化,专业化决定品牌化,品牌化才能建立网络化,网络化才能最终实现规模化。标准化工作关系企业规模扩张、质量管理、IT建设、形成专业化体系重要依据。标准是产品的最基本属性,旅游产品和服务都是如此。

President ZhangLiJun cyts Tours in the accept media interviews has said,At present,China's tourism industry exists from the subject does not mature and consumers don't mature of conflict,Investigate its basic reason is that the tourism product standard or not clear lack standard。Standardization decided to specialization,Professional decided to the brand,The brand can set up a network,The network can eventually realize the scale。Standardization working relationship between enterprise scale expansion、Quality management、IT construction、Form the specialized system is an important basis。Is the most basic standard product attributes,Tourism products and services are so。