放任自流监管方式致导游生存状态堪忧 Unwinding the way of supervision guide to living state care

调查动机 Survey motivation

　　近日，湖南省张家界市发生了一起导游与游客纠纷事件，而事件的原因是双方为行程中是否“进店”意见不一。导游缘何要带游客“进店”，出现这种现象的根源究竟何在？目前，导游的生存状态又如何？《法制日报》记者近日对此进行了调查。

recently，Hunan ZhangGuJieShi happened with visitors guide together disputes，And the cause of the event is both sides for whether trip“Into the store”Opinions differ。Why take visitors to a tour guide“Into the store”，The phenomenon's root what on earth？At present，Guide existence state of what？《Legal daily》Recently, reporters about this investigation。

特别调查 Special investigations

　　“如果不在制度上进行规范，这种事情还会不断发生！”

“If not for regulation system，This kind of thing will also take place continuously！”

　　说起近日湖南张家界导游与游客因为进店而发生的纠纷事件，导游周明对日后的从业环境深感忧虑。

Speaking of zhangjiajie in hunan tour guide and visitors recently because into the store and produces disputes，Guide to the future from zhou Ming deep concerns about the environment。

　　“导游要求游客进店无非就是想拿回扣，挨打不值得同情！”事件发生后，一些网友在网上发出了这样的帖子。而导游们也纷纷在网上跟帖回应，大吐苦水：“我们付出了劳动，为什么就不能得到应有的回报和尊重呢？”

“Tour guide is asking people into the store it is nothing but want to take kickbacks，Beaten not worth sympathy！”After the incident，Some net PALS in this post a net。And guides also in succession of online response，Big beefing：“We pay a labor，Why can't obtain repayment and respect？”

　　《法制日报》记者调查发现，在我国旅游业飞速发展的今天，导游这个表面光鲜的职业，正面临着生存状态堪忧的尴尬局面。相关部门对超低团费监管的缺失，旅行社业内恶意竞争的加剧，使处于旅游行业利益链末端的导游从业人员承受着巨大的压力。

《Legal daily》A survey revealed that，The rapid development of the tourism industry in our country today，Guide the surface a showcase career，Is facing existence state of bullish awkward situation。Related departments to low membership fee the lack of regulation，Travel industry in the malicious competition intensifies，In tourism industry interest at the end of the chain guide employees under huge pressure。

不带游客购物将倒贴费用 Don't take visitors shopping will DaoTie costs

　　“每次接团之前，必须要先搞好预算。但也只能大概估算一下，并不一定准，主要还得靠运气。”对于已经做了5年导游的周明来说，每次接团犹如“赌博”，行业内又称“赌团”。而赌注则为游客是否能按计划进购物店或参观自费景点。

“Every time before meet group，Have to be well budget。But it can only estimate about，Does not necessarily accurate，Main still have to depend on luck。”To have done five years of tour guide for zhou Ming，Every time meet group is like“gambling”，Within the industry and said“Gambling group”。And the stakes for tourists go shopping store into whether or visit scenic spots at one's own expenses。

　　何谓“赌团”？周明解释说，以长沙去凤凰的两日游为例，在长沙组团时，每名游客可能向组团旅行社缴纳了168元的团费，但凤凰地接社只能从组团社手中拿到每人90元左右的团费，这个费用甚至低于接团成本。而导游在接这个旅游团时，首先必须给地接旅行社填补每人70多元的亏空，这被称为“导游押金”，业内又称“人头费”，这笔费用旅行社是不予退还的。同时，导游还要向旅行社缴纳15元的委派单开单费。

What is“Gambling group”？Zhou Ming explained，Changsha to the order of the phoenix LiangRiYou for example，When the group in changsha，Each tourists are likely to pay 168 yuan group travel agency of the membership fee，But DeJieShe phoenix only from ZuTuanShe got about 90 yuan per person of the membership fee，This charge even lower than the cost by group。And when the tour guide in the meet，Must first to meet travel agency to fill 70 yuan per person in the red，This is called the“Guide the deposit”，The industry also called“reward”，The cost of travel agency is will not be returned。At the same time，Guide to the travel agency to pay $15 assigned single sheet of fee。

　　也就是说，导游在接团之前，不仅没有从旅行社手里拿到一分钱，反而要先自掏腰包缴纳一定数额的“人头费”，将旅行团“买”过来。然后“赌”游客是否会按要求进店购物或去自费景点。

That is，Tour guide is on the group before，Not only did not get a penny in his hand from the travel agency，Instead, the surge to pay a certain amount of“reward”，Tour group will“buy”Come over。And then“bet”Visitors will be whether according to the requirements in store shopping or to scenic spots at one's own expenses。

　　“在我们行业内俗称"填坑",每次接团之前，必须要测算这个"坑"有多深。比如5米的"坑"就是导游在接团之前给旅行社填补每人500元的费用。”周明对《法制日报》记者说。

“In our industry called in"Fill in the pit",Every time before meet group，Must to determine the"pit"How deep。Such as 5 meters"pit"Is on the tour guide to fill each group travel agency before the price is 500 yuan。”Zhou Ming to《Legal daily》The reporter said。

　　周明透露，导游想要弥补“人头费”损失，并获得一定的收入，就完全要依靠带游客进购物场所赚取商家提供的“广告宣传费”，或带游客进自费景点赚取门票差价。“因为一个团队的消费能力不同，能从购物店拿到多少宣传费也是未知数，因此行业内把这种接团模式称之为"赌团",就像赌博一样，导游能不能赚钱全靠运气。”

Zhou Ming said，Guide to make up“reward”loss，And get some revenue，Is to rely on take visitors into shopping sites make businesses to provide“AD campaign where”，Or take visitors into ticket price difference earn spots at one's own expenses。“Because a team of consumption ability is different，From shopping shop get much can also unknown campaign where，So the industry within the group called by model"Gambling group",Like gambling，Can make money by the guide luck。”

　　“像记者、小孩或老人团队，导游们一般都不愿意接。”周明解释，导游不愿意接这些团队，并不是对他们有歧视，而是这些团队的“购买力”有限，从而关系到导游们的直接经济利益。

“As the reporter、Children or old man team，The tour guide is general not willing to accept。”Zhou Ming explain，Not willing to take the tour guide team，And not to discriminate against them，But the team“Purchasing power”limited，Thus in relation to the economic interests of the tour guide directly。

　　“因为记者在外旅游都比较理性，不太喜欢购物。小孩子又没有经济能力，老人在外旅游只是想多看景点，也不喜欢购物。如果接这样的团，导游不仅很难收回成本，有时还要倒贴费用。”周明说。

“Because reporters outside are rational tourism，Don't like shopping。Children and no economic ability，The old man out tourism just want to see more attractions，Also don't like shopping。If meet such group，A tour guide is not only the cost it difficult to recover，Sometimes even DaoTie costs。”Zhou Ming said。

超低团费恶意竞争是源头 Low membership fee malicious competition is the source

　　“是"赌博"就必会有纠纷！”业内人士向记者介绍，作为与终端游客接触的导游，处于旅游行业利益链的末端。于是，本来应该和谐共处的导游与游客开始互不信任，相互提防。

“is"gambling"It will have a dispute！”Industry insiders introduces to the reporter，As with the terminal tourists contact tour guide，In the tourism industry interest at the end of the chain。so，Should the harmonious co-existence of tour guide and tourists began to distrust，Wary of each other。

　　7月24日，湖南省张家界市就发生了一起导游与游客纠纷事件，事件的原因是双方为行程中是否“进店”意见不一：导游按照行程安排要求游客进店，而河北省唐山市的游客却不愿进店。双方争执不下，继而发生纠纷。

July 24，ZhangGuJieShi hunan province occur together with visitors guide disputes，The cause of the event is both sides for whether trip“Into the store”Opinions differ：According to the schedule guide asking people into the store，Hebei tangshan and tourists would not into the store。Both sides argued，And then a dispute。

　　“游客认为自己组团时已经掏钱给旅行社了，再要求进店肯定不合理；而导游也有苦衷，如果不带游客进店，导游则自己要向旅行社垫付一定数额本应由商家支付的"宣传费",这样矛盾就产生了。”张家界导游王芳解释说，商家们事先已经和旅行社签订了相关协议。旅行社安排游客进店，商家则向旅行社支付一定的“宣传费”和提成。

“Visitors think they have been paid to travel service group，Ask for into the store sure is not reasonable；And guide also have difficulties，If you don't take visitors into the store，The tour guide to to the travel agency paid a certain amount shall be paid by the businessman"Campaign where",This contradiction is created。”Zhangjiajie guide to wang fang explained，The businesses beforehand and travel agency signed agreement。Travel agency visitors will be arranged into the store，The businessman to pay for a travel agency“Campaign where”Commission and。

　　王芳坦言，这种纠纷的发生有一定的偶然性，但更有一定的必然性。

Wang fang said，This dispute occurs with certain contingency，But it is more a certain inevitability。

　　“如果"源头"没治理好，导游和游客之间的纠纷事件还会在旅游行业不断上演。”王芳断言。

“if"source"Not good governance，Guide and tourists disputes between events will be in the tourism industry is staged continuously。”Wang fang assert that。

　　王芳所说的“源头”，即是指旅行社之间的恶意竞争和超低团费(在旅游行业俗称零负团费)的监管缺失。

Wang fang said“source”，That is the malicious competition between travel agency and low membership fee(In the tourism industry commonly known as zero negative membership fee)Lack of supervision。

　　据记者了解，长沙有的旅行社为了吸引游客，就采取了零负团费的做法。

According to the reporter understands，Some travel agency in order to attract tourists in changsha，Taken a zero negative the practice of the cost。

　　以长沙到海南双飞三日游为例。有的旅行社就打出了1000多元的价格。而来回机票和吃住行成本价至少需要3200元左右。这样的团组织下来，每个游客缺口就达到了2000多元。而这笔费用旅行社不会去填，需要靠导游去想办法填补。而导游的办法无非就是带游客进店以赚取商家提供的“广告宣传费”。

Changsha ode to hainan three days to swim for example。Some travel agents, played the price of 1000 yuan。And round-trip airfare and ChiZhuHang cost price need at least 3200 yuan or so。This paper down，Each tourists gap over RMB 2000。And the cost will not go to fill in the travel agency，Need to rely on a tour guide to think of a way to fill。And the way to guide it is nothing but take visitors into the store in order to make the businesses to provide“AD campaign where”。

　　记者在采访中了解到，一些游客对旅游报价缺乏理性判断，盲目追求低价旅游，也对旅游行业低负团费起了推波助澜的作用。

Reporter in an interview to understand，Some tourists traveling to offer lack of rational judgment，Blind pursue low tourism，Also in travel industry low negative membership fee played an important role。

　　长沙某旅行社负责人李经理介绍，以前他们旅行社去凤凰游玩的线路，基本上是负团费，三日游的价格也就接近200元/每位，每天可以接到150名左右游客。今年5月12日开始，他们开始把团费提高到268元/每位，只看景点，不需要进店购物，虽然价格只涨了60多元，但游客数急剧下滑，现在一天仅能接10多名游客。

A travel agency chief manager li changsha is introduced，They travel to the phoenix play before the line，Basically is negative membership fee，Three day tour price is close to 200 yuan/each，A day can received about 150 visitors。This year began on May 12，They began to make the cost increased to 268 yuan/each，Only see attractions，Don't need into the store shopping，Although prices rose only 60 yuan，But a sharp fall in the number of tourists，Now a days can only pick up more than 10 visitors。

　　“从每天150人锐减到每天10人，这种现象说明大部分游客都有贪图便宜的心理，以至旅行社之间的价格战愈演愈烈。”李经理对记者说，游客的理性消费，是品质游的前提，但还是有很多人抵制不了低价的诱惑。

“150 people from every day are suspected to 10 people every day，This kind of phenomenon shows that most tourists have covet petty gain psychology，That travel agency the price wars between the intensified。”Mr. Li told reporters，Rational consumption of tourists，The premise is quality，But there are still many people can't resist the temptation of low price。

监管乏力“毒瘤”肆意生长 Weak supervision“cancer”Wanton growth

　　“零负团费的存在，是因为商家或景点和旅行社在操作中存在着大量的账外资金。”吉首大学旅游与管理工程学院教授袁正新认为，大量的购物回扣和景点打折门票是账外资金产生的根源。

“Zero negative the existence of the cost，Because businessman or attractions and travel agency in the operation there is a lot of money administrations。”JiShou university tourism and management engineering college professor YuanZhengXin think，A lot of shopping kickbacks and attractions tickets are on sale judging the root causes of funds。

　　袁正新坦言，“零负团费”像一颗“毒瘤”，正侵蚀着旅游市场的肌体，威胁旅游业的健康发展。

YuanZhengXin said，“Zero negative fue”Like a“cancer”，Is eroding the tourist market of the body，Threat to the healthy development of the tourism industry。

　　“我国虽然有相关的禁止条例，但执行起来却不尽如人意。”袁正新说。

“Although China have related to prohibit the regulations，But enforcement up is not satisfactory。”YuanZheng opinions。

　　据记者了解，2009年5月1日起正式施行的《旅行社条例》曾高举监管大旗，对游客通过旅行社报名、签合同、线路设计、报价、旅游购物等方面进行了全方位的规定，同时对旅行社划定各种“高压线”，违规者最高可处以50万元的罚款乃至吊销许可证。

According to the reporter understands，1 May 2009 and formal《Travel agency regulations》Had lifted up a supervision，For tourists through the travel agency registration、Sign a contract、Circuit design、offer、Travel shopping, etc to the full range of regulations，At the same time for various travel agency designated“High tension line”，Offenders can top fined up to 500000 yuan and even revoke licence。

　　但记者在采访中发现，到底由谁来监管零负团费，旅游局和物价局都称与其无关。

But the reporter found in the interview，Exactly who to regulatory zero negative membership fee，Tourism administration bureau and say and have nothing to do。

　　8月2日，记者以游客的名义向湖南省旅游局质监所进行咨询，该所一名成姓工作人员答复，零负团费不属于旅游局监管，而是由物价部门负责监管。

August 2，Reporter by the name of the tourists hunan tourism bureau ZhiJianSuo inquiry，Precincts of a surname staff to reply，Zero membership fee does not belong to the tourism bureau for regulation，But by the commodity price departments responsible for supervision。

　　“我们只负责对旅游服务质量的监管，看导游或旅行社是不是按条例来操作。”这名成姓工作人员对记者说，旅游局监管零负团费没有法律依据。

“We only responsible for tourism service quality regulation，Watch tour guide or travel agency is according to regulations to operate。”The name of work staff reporters into surname said，Tourism administration supervision paid no legal basis for zero。

　　而在随后的采访中，长沙市物价局工作人员则表示，旅游业的零负团费也不属于物价部门的监管范围。

And in an interview after，Bureau of changsha city, said staff，Tourism zero cost and does not belong to the negative commodity price departments regulatory scope。

　　“旅游业的价格属于市场化操作，是不是零负团费，我们无法核实成本。”这名工作人员坦言，就算有游客举报也核算不了。

“The price of the tourism industry belongs to the market operation，Is zero negative membership fee，We cannot verify cost。”The agent said，Even if there are tourists and accounting report。

　　那么，零负团费到底由哪个部门负责整治？

so，Zero cost exactly which department by negative responsible for renovation？

　　“整治零负团费，需要税务、工商、物价、旅游、道路交通、公安等行政管理部门联合行动。”袁正新认为，相关行政管理部门联合整治，是治理零负团费的有效办法。

“The zero negative membership fee，Need tax、Industry and commerce、prices、tourism、Road traffic、The administrative departments of public security joint action。”YuanZhengXin think，Related administrative departments jointly renovation，It is to manage the effective measures for zero cost。

　　而业内人士向记者透露，现在相关部门对旅行社零负团费的监管十分乏力，基本处于放任自流状态。

But industry insiders has revealed，Now related departments to zero cost of travel agency for regulation is weak，Basically in a totally state。

“阳光职业”期盼法定待遇 “Sunshine professional”Look forward to legal treatment

　　“外表阳光、内心彷徨！”

“Sunshine appearance、Inner doubts！”

　　王林在长沙从事导游工作已有3年的时间，说起对导游这份职业的感受，他用了以上八个字表述。

Wang Lin in changsha guide job for three years in the time，Speak of to guide the professional experience，He spent more than eight word statement。

　　王林告诉记者，目前导游分为旅行社专职导游和兼职导游，旅行社专职导游大部分与旅行社签订劳动合同，并有基本工资；兼职导游(也称社会导游)则挂靠在不同的导游服务公司(中心)。

Wang Lin told reporters，At present travel guide into professional guides and part-time tour guide，Most professional guides and the travel service travel agency to sign labor contract，And a basic salary；Part-time tour guide(Also called social tour guide)Is linked in different guide service company(center)。

　　“无基本工资、无三险福利、无最低保障，导游还要另交管理费、社保费、入会费等零零散散的费用。”在王林看来，兼职导游就属于“三无”类型的弱势群体。

“Without basic wage、Without three risks welfare、Does not have a minimum security，Another guide into management fee、Social security、For the cost of the bits, etc。”In wang Lin seems，Part-time tour guide belong to“3 without the”Types of disadvantaged groups。

　　“兼职导游的服务旅行社是不支付报酬，导游的收入来源于景点门票打折、购物店或自费景点的回扣。”王林说，付出劳动拿报酬本是再正常不过的事，但外界总认为兼职导游拿商家的“广告宣传费”是“灰色”收入。

“Part-time tour guide's service travel agency is not pay the remuneration，Tour guide's income from attractions tickets at a discount、Shopping shop or at one's own expenses of scenic spot rebates。”Wang Lin said，Pay a labor pay this is normal but again，But outside the total think part-time tour guide and the businessman“AD campaign where”is“gray”income。

　　“我们付出了劳动，为什么钱到我们手上就变"黑"了呢？”王林认为，由于许多游客对导游行业不是很了解，认为已缴纳了团费，导游就应该免费服务，最终导致纠纷产生。

“We pay a labor，Why money to our hands is changing"black"? Now？”Wang Lin think，Because many visitors to the tour guide industry is not very understanding，Think already pay the membership fee，A tour guide should free services，Eventually lead to produce dispute。

　　“虽然劳动了就应该有所得，但每次拿到购物回扣都有"作贼"的感觉。”王林说，《导游人员管理条例》明确禁止导游收取消费回扣，因此从法律上讲兼职导游不仅没有稳定的收入，也没有了合法的收入。

“Although the Labour should have，But taken every time shopping kickbacks"As a thief"feeling。”Wang Lin said，《Guide's personnel management regulations》Specifically prohibits guide for consumer rebates，So legally speaking tour guide not only part-time stable income，Also have no legal income。

　　“依靠不合法收入维持生存无疑会使导游职业的社会吸引力大大降低。”王林向记者透露，他的导游朋友圈中，一般是干上3年就会转行，能干上5年的算少数，很多导游基本上是挂在旅行社实际上在从事其他职业。

“Depend on illegal income survive will no doubt make guide the career of the social appeal greatly reduced。”Wang Lin has revealed，His guide your circle of friends，General is doing 3 years will be a career change，Capable of 5 years is on a minority，Many guide basically is to hang on for other jobs are actually in the travel agency。

　　张家界一位旅游界业内人士向记者透露，目前，该市导游从业人员生存状态堪忧。据他估算，作为旅游大市的张家界导游，年收入过10万元的估计不到总导游人数的20%，至少有50%的导游在生存问题上挣扎。

Zhangjiajie a tourism industry insiders has revealed，At present，The city guide employees survival state care。He reckons，As a leading tourism city of zhangjiajie tour guide，Earning $100000 less than the estimated total 20% of the number of tour guide，At least 50% of the tour guide in survival flounder。

　　但旅游业的发展并没有停止脚步。据记者了解，去年，我国国内旅游达26.4亿人次，出境旅游7025万人次，我国已成为世界第三大入境旅游接待国和亚洲最大的出境旅游客源国，并已形成世界上最大的国内旅游市场。根据中国旅游业“十二五”发展规划，到2015年，中国旅游业总收入将达到2.5万亿元，国内旅游人数达到33亿人次。旅游业增加值占全国GDP的比重提高到4.5%，占服务业增加值的比重达到12%，旅游消费相当于居民消费总量的10%。

But the development of tourism and not stopped。According to the reporter understands，Last year，Our domestic tourism to 2.64 billion people，Outbound tourism 70.25 million passengers，China has become the world's third largest tourism JieDaiGuo and Asia's largest inbound tourists travel abroad，And has formed the world's largest domestic tourism market。According to China's tourism industry“1025”Development planning，By 2015，China's tourism revenues will achieve 2.5 trillion yuan，Domestic tourism toll to 3.3 billion people。Tourism sector accounted for the proportion of GDP increased from 4.5% to，Accounting for 12% of the total of the value added services，Tourism consumption is equivalent to 10% of the total consumption。

　　“我国旅游业的迅猛发展和导游队伍建设很不匹配。”王林认为，按照我国旅游业发展的趋势，应该培养大量的专职导游，这样才能适应旅游业发展的需要，但实际上，我国导游市场主力军还是“游兵散勇”式的兼职导游。

“The rapid development of tourism in China and guide team construction is don't match。”Wang Lin think，According to the development trend of China's tourism industry，Should cultivate a large number of professional guides，Such ability to adapt to the needs of the development of the tourism industry，But in fact，The main market in China or tour guide“Swim soldiers scattered yong”Type of part-time tour guide。

　　据媒体披露，上世纪90年代初，我国开始进行导游管理体制改革后，越来越多的导游脱离旅行社成为社会导游、签约导游或挂靠导游。截至目前，全国考取导游资格证的人数近80万。其中持证(IC卡)导游为60多万，分别隶属于不同的旅行社或挂靠在不同的导游服务公司(中心)。由导游服务公司管理的兼职导游约占70%。

According to media disclosure，The 1990 s，Our country begins to guide after the reform of management system，More and more of the tour guide from travel agencies become social tour guide、Signing tour guide or a tour guide callings。So far，The national tour guide certificate of ancestral number of nearly 800000。Holder of(IC card)Guide for more than 60，Belonging to different travel agency respectively in different ports or tour guide service company(center)。The tour guide service company management part-time tour guide about 70%。

　　“兼职导游就像打零工一样，只是把导游当成旅游旺季时赚钱的一个途径，并没有把导游真正当成自己的职业。”王林坦言，这样的队伍良莠不齐，与我国旅游业的迅猛发展不匹配。

“Part-time tour guide is like taking odd jobs，Just as the guide when the tourist season a way of making money，And not really as a tour guide their career。”Wang Lin said，Such bad with the team，With the rapid development of tourism in our country don't match。

　　同样的生存状态堪忧局面也困扰着专职导游，他们大部分也需要像兼职导游那样，靠“外快”生存。

The survival state of the same grim situation plagued professional guides，Most of them also need to be like a part-time job as a tour guide，by“Extra money”survival。

　　“有的旅行社虽然和专职导游签订了劳动合同，但有些是应付旅游局的检查，实际上是没有工资的。就算有工资，也远远低于当地的最低工资标准。”王林对记者说。

“Some travel agency though and full-time tour guide sign labor contract，But some is to cope with the tourism administration check，In fact there is no salary。Even if there is wage，Also is much lower than the local minimum wage standard。”Wang Lin told reporters。

　　那么，如何才能保障导游的合法权益，使他们能得到应有的尊重和法定的待遇？袁正新建议，从完善法规入手。

so，How to guarantee the legal rights of the tour guide，So that they can get due respect and legal treatment？YuanZhengXin Suggestions，Starting from the perfect laws and regulations。

　　“目前我国适合于导游员管理的法规只有《导游人员管理条例》等，但这部法规中并没有规定导游员的工资标准。”袁正新认为，出台统一的导游工资标准，切实保障导游员的权益，这样才能吸引更多优秀人才从事旅游服务行业。(应采访对象要求，文中导游为化名)

“At present our country suitable for tour guides the management regulations only《Guide's personnel management regulations》etc，But the law did not provisions of the Courier salary standard。”YuanZhengXin think，On the unity of standard of salary of tour guide，To protect the rights and interests of the tour guides，In order to attract more talents is engaged in tourism service industries。(Should interview request object，The tour guide for aliases)