案例一：

Case a:

　　游客乘坐店主摩托艇被撞受伤

Visitors ride in the shopkeeper motorboat be hit injured

　　游客赵某夫妇到阳澄湖度假区旅游，并到张某经营的农家乐饭店就餐。餐毕，店主张某自行驾驶摩托快艇送赵某夫妇回岸，途中与养殖户黄某驾驶的快艇发生碰撞，致使赵某夫妇严重受伤，其中赵某的妻子黄某受伤较重，构成九级伤残。

Visitors to ZhaoMou couple lake tourist resort,And to zhang business hotel dining farm.CanBi,The shopkeeper zhang mou to driving motor yacht send ZhaoMou couple back to shore,On the way and farmers huang driving the boat a collision,The ZhaoMou couple was seriously injured,The ZhaoMou wife huang heavy injury,Constitute phenomenal disability.

　　事故发生后，苏州渔港监督处作出养殖户黄某负事故的主要责任、张某负事故的次要责任的事故责任认定。两肇事者在垫付了5万元的医疗费用后，便互相推诿责任，不再支付赵某夫妇其余的医疗费用。

After the accident,Suzhou fishing port supervision department to make farmers huang negative accident of the main responsibility/Zhang mou negative accident secondary liability accident responsibility identification.Two wrecker in advances 50000 yuan after medical expenses,Then pass the buck to each other,No longer pay ZhaoMou couples the rest of the medical expenses.

　　无奈之下，赵某夫妇以餐饮服务合同将张某诉至法院。在法院的协调下，原告赵某夫妇和被告张某、黄某（追加）达成调解协议，两被告分期支付原告赔偿款19万元。

Helpless under,ZhaoMou couples to catering service contract zhang to the court.In the court coordination,The plaintiff and the defendant zhang ZhaoMou couples/huang(additional)Reach a mediation agreement,The two installment payment the plaintiff properly 190000 yuan.

　　案例二：旅行社“转卖”顾客后遭遇车祸

Case two:Travel agency"resell"After customers in a car accident

　　孙先生和王小姐准备去桂林蜜月旅行，于是找到苏州某旅行社，并向该旅行社一次性交纳全额团费及其他相关费用，旅行社也向两人出具收据。后来该旅行社发现近期报名参团的游客较少，组成一个旅游团的人数不够，便将这些游客"卖给"了上海一家旅行社。其后的桂林游行程安排、通知以及后期旅游，都是由上海旅行社组织的。不巧的是，在随后的旅游过程中，旅游大巴车发生车祸，致使孙先生右小腿胫骨骨折，面部外伤，共花去医疗费近五千元。

Mr. Sun and miss wang ready to guilin honeymoon,So find suzhou a travel agency,And to the travel agency one-time pay full membership fee and other related expenses,Travel agencies to two people also issue the receipt.Then the travel agencies found that the near future to accommodate application CanTuan less visitors,Form a the number is not enough,Will these visitors"Sold to"The Shanghai a travel agency.Followed by guilin tour schedule/Notice the late and tourism,Is by the Shanghai travel service organization.unfortunately,In the traveling process,Tourism DaBaChe accident,The Mr. Sun right calf tibial fracture,Facial trauma,A cost to medical treatment cost nearly five thousand yuan.

　　回到苏州后，孙先生多次找苏州某旅行社要求赔偿，但均遭拒绝，旅行社答复说，孙先生应当去找上海旅行社索赔。后来孙先生起诉到法院，经法院多次调解，旅行社将医疗费赔偿给了孙先生。

Back to suzhou after,Mr. Sun many times seek to suzhou a travel agency claim compensation,But were refused,Travel agency reply said,Mr. Sun shall go to Shanghai travel agency claims.Later, Mr. Sun Sue to the court,Many times by the court mediation,Travel will medical treatment cost compensation gave Mr. Sun.

　　案例三：参加自费项目意外身亡

Case three:Join the optional project accident

　　刘某是张家港某商行的业主，免费安排客户谷某（1938年生）等六位顾客赴印尼巴厘岛旅游。在旅行社派出的没有领队资质的汪某带领下，谷某等六位游客参加巴厘岛三晚五日游。旅游行程中自费项目包括“全日爱之船”项目，可以进行浮潜等活动。谷某自费参加“全日爱之船”活动进行潜水时，不幸溺水身亡。

LiuMou zhangjiagang is a business owner,Arrangements for free customers a valley(Born in 1938)And so on six customer to Indonesia's Bali island tourism.In the travel agency sent no qualification of the WangMou led,Valley a and so on six visitor at the Bali three late five-day tour.Tourism trip at one's own expenses including project"Diurnal love boat"project,Can undertake snorkeling and other activities.A valley in at one's own expenses"Diurnal love boat"Activities when diving,Drowned unfortunately.

　　由于赔偿问题未能商量妥善，谷某亲属将刘某和旅行社诉至法院，要求赔偿各项费用38万元。法院经审理认为，自费项目属于旅行社安排的行程，旅行社仍负有安全保障义务，另外陪同人员不具有领队资质，难以完成提醒、警告等义务，因此旅行社对损害后果应承担主要赔偿责任；刘某不是旅游合同一方当事人，不应承担责任，据此判决旅行社赔偿谷某亲属损失20万元。

Due to the compensation issues not consult properly,Valley some relatives will LiuMou and travel to the court,Claim compensation fees 380000 yuan.The court trial think,At one's own expense project belongs to the travel arrangement of stroke,Responsible for the travel agency is still the security obligations,Accompanied by other people do not have the qualifications,Difficult to complete remind/Warned the obligation such as,So travel agency to injury consequence shall bear the main responsibility for compensation;LiuMou not tourism contract party,Shall assume no responsibility or liability for,According to judgment travel agency compensation valley a relative loss 200000 yuan.

　　案例四：签了格式条款后漂流受伤

Case four:Signed format terms drift injury

　　徐某一家三口参加苏州某旅行社组织的庐山游活动。在游玩庐山三叠泉漂流项目时，漂流皮筏由高处往下冲，在一处险滩由于落差较大，皮筏遭受严重撞击，造成徐某和孩子撞在一起，孩子的安全帽撞击徐某的嘴部，造成徐某右侧门牙脱落及嘴唇出现肿胀。后来，徐某要求旅行社对医药费进行赔偿，但遭到对方拒绝。旅行社认为，在徐某与旅行社签订的《旅游合同》中，明确约定对可能危及旅游者人身、财产安全的事宜已事先向旅游者作出真实的说明、提醒、明确警示，并采取防止危害发生的措施。

All three of XuMou in suzhou a travel agency organization lushan mountain tour activities.In the play the lushan mountain lushan drift project,Drift rafts by high to plunge down,In one place rapids due to large gap,Rafts suffers the serious impact,Cause XuMou and children hit together,The child's safety helmet XuMou impact of the mouth,Cause XuMou right front teeth off and swelling lips.later,XuMou requirements for medical travel agency for compensation,But was refused to each other.Travel agency think,In XuMou and a travel agency[Tourism contract]in,Definite agreement may endanger tourist person/Property safety matters prior to the tourists to make real description/remind/Clear warning,And adopt preventative measures against such occurrence.

　　见协商不成，徐某将该旅行社起诉到法院。经法院调解，法官对合同中“格式条款”的约定进行了法律释明，旅行社最终偿付该笔医药费。

See case no,The travel agency XuMou Sue to the court.The court mediation,The judge to the contract"Format terms"The agreement to carry on the law and cohabitancy,Travel agency finally pay the medical bills.

　　法官：

The judge:

　　外出旅游需注意人身财产安全

Traveling need to pay attention to personal property safety

　　苏州中院民一庭副庭长王稚群表示，由于旅游服务市场的不尽规范、旅途风险的不确定以及游客维权意识相对淡薄等因素，导致旅游消费纠纷时有发生，且呈上升趋势。王稚群建议，游客在出行前要多收集信息，尽量选择经营业绩好、诚实守信、服务规范的旅行社；游客自己也要多做功课，不能一味依赖旅行社的安排。

Suzhou then people a court associate chief judges of WangZhiQun said,Due to the tourism service market not standard/The journey of the risk of uncertainty and tourists rights consciousness weak relative factors,Lead to tourism consumption disputes happen from time to tome,And a rising trend.WangZhiQun Suggestions,Tourists in the trip before to collect information,Try to choose good operating performance/Honest and trustworthy/Service standards of travel agencies;Visitors to do more homework,Can not blindly rely on the arrangement of the travel agency.

　　在签订旅游合同时，要仔细阅读合同条款，对启程、返程时间、交通工具、住宿酒店等级等安排都要心中有数，对容易引发纠纷的事项要在合同中明确约定。对单方面免除旅行社责任的“格式条款”“霸王合同”，应当场要求旅行社做出解释，对于明显不合理的条款，游客有权拒绝。游客要及时索取旅行社签章的《行程表》、《出团说明书》和相关发票，一旦发生纠纷，要妥善保存证据。旅游过程中发生人身或财产损害时，游客可先与旅行社沟通；如果沟通无果，可及时向旅游管理部门、消协等投诉，或者向公安机关报案，亦可直接向法院起诉。

Sign the contract in tourism,To read the terms of the contract,To set out on a journey/Return time/Traffic tools/Hotel accommodation rating arrangements were to know fairly well,Easy to cause the dispute of the item to want to make it clear in the contract agreed.The travel agent liability exemption on unilateral"Format terms""Fighter contract",Field requirement shall explain travel agency,For obvious not reasonable terms,Tourists shall have the right to refuse to.Visitors to travel in time for the endorsement[schedule]/[The group instruction]And related invoice,Once a dispute,To properly preserve evidences.In the traveling process happened personal or property damage,Tourists can travel first and communication;If communication without,Can timely to tourism management department/Disappear assist complaints such as,Or ask the public security organ report a case to the security authorities,May also directly to the court.

　　王稚群提醒，假日出行人多拥挤，长途旅行容易使人疲劳，放松警惕，建议游客在旅游时要格外注意人身及财产安全，最好为自己和家人购买相应保险。

WangZhiQun remind,Holiday ChuHangRen more crowded,Long distance travel easily makes people tired,Relax vigilance,Tourists travel advice in particular attention to the personal and property safety,Best buy for himself and his family corresponding insurance.

　　作者：陆季惠

The author:LiuJiHui