云南省旅游执法总队队长杨澄解释,微博是执法总队的员工个人在工作中遇到的问题和感受,并非针对近期的某件事。

Yunnan tourism law enforcement corps captain YangCheng explanation,Micro bo is law enforcement corps staff personal work in problem and feelings,Is not aimed at recent something。

　　杨澄:该工作人员用官方微博发表的内容代表个人的观点,执法总队已经对该工作人员的行为进行了严肃的批评和教育,对广大网民和游客造成的感情上的伤害,我们表示歉意。

YangCheng: the staff with the content of the official micro bo published on behalf of the personal point of view,Law enforcement corps has the staff behavior serious criticism and education,For the majority of Internet users and visitors cause emotional damage,We apologize for any inconveniences that any of。

　　据杨澄介绍,云南省旅游执法总队成立两年,一方面是要维护游客的合法权益,再就是对旅游市场进行监管,各种渠道反映的问题都在他们执法的范围。

According to YangCheng introduced,Yunnan tourism law enforcement corps founded two years,On the one hand is to safeguard the lawful rights and interests of tourists,B to tourism market supervision,Various channels reflect problems in their law enforcement range。

　　杨澄:对于舆论反应的问题,我们也进行积极的关注和搜集。作为对云南旅游市场监管的重要信息来源,我们的态度是,欢迎广大游客在云南旅游遭遇到问题时向我们投诉反映。

YangCheng: for public opinion reaction problems,We also active concern and collecting。In yunnan tourism market regulation as an important source of information in,Our attitude is,Welcome the masses of tourists in yunnan tourism encounter problems to our complaint is reflected。

　　杨澄说,不管是面谈、书信方式,还是24小时投诉电话、电子邮件,各种渠道的旅游投诉,处理起来只要耐心细致,倒不能有什么难处。近两个月,云南省旅游执法总队共收到41条投诉,今年已经取消了10名导游和6名旅游车驾驶员的从业资格。

YangCheng said,Whether interview、letter,24 hours or complaint phone calls、E-mail,Various channels tourist complaint,Processing up as long as the patient carefully,But you cannot have what difficulty。Nearly two months,Yunnan tourism law enforcement corps were received article 41 complaints,This year has been canceled 10 guide and six coach drivers' qualifications。

　　杨澄:集中反映的问题是三个方面,一是导游、驾驶员服务态度不好,甚至出现强迫、变相强迫游客消费的情况;二是旅行社降低服务标准;三是游客购物不满意。这三种投诉在我们受理的投诉中占到80%以上。

YangCheng: concentrated reflection problem is three aspects,One is to guide、The driver service attitude is bad,Appear even forced、In a disguised manner compel the tourists' consumption;The second is to reduce travel service standards;The third is tourists shopping not satisfied。The three complaints in we accept complaints of all accounted for more than 80%。

　　据介绍,执法总队对导游的最高处罚是吊销导游证、取消从业资格,如果旅行社出现违规行为,也会从严处理。

According to introducing,Law enforcement corps to guide the highest penalty is suspended tourist certificate、Cancel the practice qualification,If travel agencies appear violations,Will strictly processing。

　　杨澄:旅行社的违法违规是多种类型的,今年在专项整治过程中,也提出了依法依规,从严从快,顶格处理的要求。对旅行社,顶格处理,罚款最高能达到50万,也可以吊销许可证。

YangCheng: travel agency illegal is a variety of types of,This year in special improvement process,Also put forward according to gauge in accordance with law,Are strictly,DingGe processing requirements。To travel,DingGe processing,Fines can reach 500000,Also can revoke licence。

　　杨澄说,微博、网贴等渠道反映的问题,虽然不是实名投诉,他们也会追踪处理。不过,还是建议有具体诉求的游客能够通过电话、书信等方式实名投诉。有时,游客拿不出视频音频等直接证据,他们也会调查。

YangCheng said,Micro bo、Net and pasted on the problem of channels,Though not only complaint,They also will track processing。but,Still suggests that have specific appeal to tourists can through the phone、Letters means such as complaints rule。sometimes,Visitors take a video audio direct evidence, etc,They will survey。

　　杨澄:比如导游是如何强迫消费的,或者服务态度是怎么差的,如果游客只是提供投诉信,没有录音、录像等,我们还是通过其他的方式进行调查取证,事实清楚的情况下,我们就进行行政处罚。

YangCheng: such as the guide is how to force consumption,Or how poor service attitude is,If people just offer letter of complaint,No sound recording、Video, etc,We or through other ways to investigate and collect evidence,Under the condition of the facts are clear,We carried on the administrative penalty。

　　对于微博中涉及到的游客不该轻信“1000块钱玩大理丽江香格里拉”这样的言论,杨澄说,因为涉及零负团费问题,也就是旅行社以成本价甚至是低于成本价接团的问题,这些成因复杂、涉及层面多,又是各地的共性问题,他不愿意过多回应。不过杨队长也承认,团费低,旅行社在接待中团费不够,这和他们降低服务标准,个别从业人员变相强迫消费等有一定关联。

For micro bo involved in tourists should not take“1000 dollars to play marble lijiang shangri-la”Such a speech,YangCheng said,Because zero cost problems involved in the negative,Is the travel agency at cost even less than the cost of the joint group's problem,The complex causes、Involves many aspects,The common problems all over again,He would not too much response。But Yang captain admits,Low cost,Travel agencies in the reception of the membership fee is not enough,This and they reduce service standard,Individual employees in a disguised manner compel consumption for certain relevance。

　　杨澄:从业人员、旅行社应该遵守职业操守,不能因为团费低就要强迫消费。不管什么原因,守法经营,职业操守,是最基本的要求。

YangCheng: employees、Travel agencies should abide by the professional ethics,Can't because of the low cost will be forced to consumption。Whatever the reason,Law-abiding business,ethics,Is the most basic requirements。