昨日上午，微博博主向网友道歉，表示“用词不当，语言带有个人情绪”，实际上，微博的核心内容在于，他们说游客在遇到问题时，不是找旅游主管部门投诉，反而会选择向媒体甚至找领导去反映问题。就此事，记者咨询了云南旅游行业的两名专家。

Yesterday morning，Micro bergkamp main wrote to apologize，said“misnomer，Language with personal emotion”，In fact，Micro bo is the core content of，They say visitors in the problem，Not looking for the competent department of tourism complaints，But will choose to media and even look for the leadership to reflect problems。The matter，Reporter consulting the yunnan tourism industry two experts。

　　找领导确实解决了不少问题 Look for the leadership really solved many problems

　　在旅游中遇事便找领导解决问题的案例有很多。春晚传媒有限公司副总经理、资深旅游媒体策划人段义松表示：“今年4月份，在昆明到西双版纳的旅途中，驾驶员因为赶行程没停车，导致乘客大小便失禁……当事人把情况给秦光荣书记写了封信，书记专门做了批示，点名要整治旅游市场。最后落地就是打非治违，强迫游客购物作为主要打击的专项。”

In tourism and something has taken place making him look for the leadership to solve the problem of case there are many。Its media co., LTD., deputy general manager、Senior tourism media planner DuanYiSong said：“In April this year，In kunming to xishuangbanna journey，The driver because drive stroke didn't stop，Lead to passengers incontinence……The parties to QinGuangRong secretary wrote a letter，Secretary of the special instructions，Roll call to control the tourist market。Finally landing is compact to violations，Forced tourists shopping as a major blow special。”

　　游客对主管部门不够信任 Visitors to the competent department of trust is not enough

　　在云南省旅游文化研究会秘书长朱海峰看来，游客遇到问题，第一想法不是去旅游主管部门投诉，可能和他们对这些部门不够信任有关，不过他认为：“你投诉到省里的领导或者省执法总队，省执法总队也不可能及时赶到现场。”不过，段义松并不认可这个观点，他认为，在解决游客投诉的问题上，各地的旅游主管部门可能确实存在个别时候相互推诿的问题，也难怪游客会通过其他渠道维权。

In yunnan province tourism culture research association secretary general ZhuHaiFeng looks，Visitors encounter problems，The first idea is not to the competent department of tourism complaints，And they may be in these departments not enough about trust，But he thinks：“Your complaint to the leadership of the province or provincial law enforcement corps，Provincial law enforcement corps can't arrived on the scene in time。”but，DuanYiSong does not endorse this view，He thinks，In solving the problem of visitors complaints on，All of the competent department of tourism may really exist when individual mutual shuffle question，It is no wonder that tourists through other channels rights。

　　对此，朱海峰进一步解释称，实际上旅游执法部门的权力有限，“旅游主管部门，给人的感觉是好像什么都管，实际上，旅游部门大多数时候什么都管不到，为什么？比如说森林公园，它是由林业部门在管，在工商部门注册，旅游局最多也就管管导游颁证，景点评级等，权力相当有限。当然，不是说执法部门就没有责任。”

this，ZhuHaiFeng further explanation says，In fact tourism law enforcement power limited，“The competent department of tourism，The sense that gives a person is like what all tube，In fact，Tourism department most of the time what all pipe less than，why？For example forest park，It is by the forestry department in the tube，The ministry of commerce registered，Tourism is the most complete guide tube，Attractions rating, etc，Power is rather limited。Of course，Not to say that the law enforcement departments have no responsibility。”

　投诉根源在于“零负团费” Complaints root“Zero negative membership fee”

　　不管是旅游业内人士还是行业专家，都在强调，绝大多数有关旅游的投诉都是由零负团费问题衍生而来的。在朱海峰看来，绝大多数旅游投诉不是景点的问题，不是住宿的问题，都由零负团费问题衍生而来，这是中国旅游行业的顽疾。“中国导游是没有工资的，导游要挣钱，需要靠游客购物获得佣金提成。只要一购物，肯定要产生纠纷。”

Whether the personage inside the industry experts or tourism，Stressed that，The vast majority of the tourism complaints are made by zero negative cost problem is derived and come。In ZhuHaiFeng seems，The vast majority of tourist complaint is not the problem of scenic spots，Not accommodation problem，By zero negative cost derived problems，This is China's tourism industry ill。“Chinese tour guide is no wage，The tour guide should earn money，Need to rely on tourists shopping get commission commission。As long as a shopping，Sure to produce the dispute。”

　　以云南为样本，已研究零负团费问题8年的段义松也认可，旅游问题的投诉根源在于零负团费。段义松表示，对于我们云南来说，整个旅行社包括导游也是“被逼的”，因为那个团费已经没办法操作，不带游客进店就没办法生存。他建议云南省应该出台一个最起码的成本价格，由媒体来发布，低于这个成本的话，就希望游客不要再过度地维权投诉。

In yunnan to sample，Already research zero negative cost question 8 years of DuanYiSong also recognized，Tourism problem complaints root zero negative membership fee。DuanYiSong said，For us for yunnan，The travel agency including guide is also“Be compelled of”，Because the membership fee has no way operation，Don't take visitors into the shop, we won't be able to survive。He suggested that yunnan province should be issued a minimal cost price，By the media to distribute，The cost is lower than words，Just hope visitors don't overly rights complaints。

　　最好向旅游主管部门投诉 It is best to the competent department of tourism complaints

　　游客遇到问题，究竟应该怎么办？朱海峰和段义松均认为，在云南，游客遇到问题，第一时间应向当地旅游部门投诉。

Visitors encounter problems，What should do？ZhuHaiFeng and DuanYiSong all think，In yunnan，Visitors encounter problems，The first time should report to the local tourism department complaints。

　　段义松说：“按照现在云南打非治违的要求，游客投诉应该做到按照属地管理的原则，什么地方发生的事情，当时就要在那里实名举报，这样有助于事情短期内得到解决。”

DuanYiSong said：“According to the present for the requirement of yunnan compact default，Visitors complaints should be in accordance with the principle of dependency administration，What happen，At that time there shall report rule，Such things in the short term to be resolved。”

　　朱海峰则进一步提出，作为游客，可能一下找不到应该向谁投诉。因此旅游主管部门应加大宣传力度，让大家遇到问题时，找得对门道。

ZhuHaiFeng is further proposed，As a visitor，May the find whom to complaints。Therefore the competent department of tourism should strengthen propaganda，Let everybody have a problem，Find the entrance to。