现象：“一日游”强制购物引投诉 phenomenon：“Day tour”Compulsory shopping lead complaints

　　“报团参加的"长城一日游"，却只在长城待了不到一小时，就被带到景区附近的一家玉器商店购物。”前不久参加的“一日游”，最终却变成了“购物游”，游客王女士憋了一肚子火的同时，也将投诉电话打到了市旅游委。

“Newspaper group in"One-day tour of the Great Wall"，But only in the Great Wall for less than an hour，It was taken to nearby scenic spot a jade store shopping。”Not long ago in“Day tour”，Eventually turned into“Shopping swim”，Tourists ms. Wang suppressed goat at the same time，Will the phone call to complain LvYouWei city。

　　“最可气的是，导游还把住商店的大门，说不买东西就不能走。”王女士表示，为了脱身，最后自己不得不花数百元购买了一件商品。同团的游客大多也不得不接受这样的遭遇。

“Most can spirit of be，Guide also held the door of the shop，Say not to buy things cannot go。”Ms. Wang said，In order to get away，Finally his had to spend hundreds of yuan to buy a commodity。The group the visitors with most also have to accept such experience。

　　让游客们烦恼的，还有那无孔不入的非法一日游宣传。“街上走着，就有上来塞小广告的，甚至连公交站牌上都是黑车的广告。”河北来京游客吴先生表示，自己在前门一带被很多“黑导游”拦住邀请参加一日游。

Let the tourists trouble，And the pervasive illegal day tour propaganda。“Walking down the street，Have stopped up of small advertising，Even on the bus stop is black car ads。”Hebei comes the Beijing tourist Mr. Wu said，His front door by many in the region“Black guide”Stopped invited to participate in the one-day tour of nj。

　必装税控机配合暗访 Will pack tax control machine with investigations

　　2012年上半年，市旅游委12301旅游服务热线接到非法一日游电话投诉346件，与2011年同比上升75%，质监所立案处理正规旅行社一日游质量投诉22件。

In the first half of 2012，The city LvYouWei tourism service hotline 12301 illegal day tour telephone complaints received 346 pieces，And in 2011, up 75% year-on-year，ZhiJianSuo put on record deal with regular travel agency quality complaints and a one-day tour。

　　针对强制购物的顽疾，市旅游委将在著名景区周边的旅游纪念品商店逐步安装税控收款机。市旅游委相关负责人表示，此举是为了预防黑导游和商店串通一气，强制游客购物，并领取回扣。而且一旦发生购物纠纷，还可以根据购物发票建立倒查机制。

Compulsory shopping for ill，LvYouWei famous scenic spot in the city will be around the tourism souvenir shop gradually installation tax-controlled tills。The city LvYouWei officials say，The aim is to prevent black guide and was complicit in the shop，Forced tourist shopping，And get kickbacks。And once happened shopping disputes，Can also set up according to the shopping invoice pour check mechanism。

　　此外，2012年下半年起，市旅游委将分两次组织投诉审理和质量监理人员进行旅行社服务质量随团暗访工作，强化对旅行社服务质量的管控。同时每季度组织被投诉旅行社召开案例分析会，对违反合同约定、质量投诉多、处理不及时的旅行社给予告诫和批评。

In addition，From the latter half of 2012，The city LvYouWei will separate two complaints and quality supervision organization in personnel travel agency service quality with frequent group work，To strengthen the quality of service travel agency to control。At the same time every quarter group was held appearing cases complaints travel agency，Violation of the contract、Quality complaints more、Not in time to deal with the travel agency warned and criticism。

出境游质量投诉是热点 Outbound tourist quality complaints is hot

　　除了针对非法一日游的投诉大幅上涨之外，2012年上半年的旅游投诉中，对旅行社的有效投诉224件，与2011年(186件)同比上升21%。

In addition to the illegal day tour rose sharply complaints outside，In the first half of 2012 complaints of tourism，The effective complaints of travel agency 224 pieces，And 2011 years(186 a)Rising 21% year-on-year。

　　截止到6月底，投诉结案率为81%，理赔金额565676元。投诉共涉及70家旅行社，其中，出境社50家，国内社20家。在224件投诉中，国内游56件，出境游166件，入境游2件，投诉涉及人数783人。

By the end of June，Complaints JieAnLv for 81%，Manage compensate amount of 565676 yuan。Complaints were involved 70 travel agencies，Among them，Exit club 50 home，Domestic club 20 to。In 224 a complaint，56 cases of domestic travel，Outbound 166 pieces，Inbound 2 pieces，The number of complaints involve 783 people。

　　投诉类别方面，涉及到降低等级标准的29件，占全部投诉的13%；擅自增减项目52件，占全部投诉的23%；导游未尽职责41件，占全部投诉的18%；延误变更行程33件，占全部投诉的15%；其他问题的69件，占全部投诉的31%。

Complaints in category，Related to reduce the level standard 29 pieces，Accounting for 13% of all complaints；Increase or decrease of 52 a project without authorization，Accounting for 23% of all complaints；Not all duties and a tour guide，Accounting for 18% of all complaints；33 travel delay change，Accounting for 15% of all complaints；Other problems of 69 pieces，Accounting for 31% of all complaints。

　　从投诉热点上看，2012年以来，出境游质量投诉是热点。上半年，出境游质量投诉占全部投诉量的75%，国内游24%，入境游0.8%。

Look from the complaint hotspots，Since 2012，Outbound tourist quality complaints is hot。In the first half，Outbound tourist quality complaints of all TouSuLiang 75%，Domestic travel 24%，Inbound 0.8%。