今年十一期间发生的京东机票网恶意退票卷款事件，揭开了机票代理行业一个不为人知的秘密——机票代理商（简称票代）退票过程的监管几乎处于真空状态。也就是说，任何有正规票代资质的票代，都有可能成为这起小概率事件的主角。

Eleven of this year occurring during the jingdong ticket network malicious refund volume of events,Opened a ticket agency industry an unknown secret - the ticket agent(Referred to as age)Refund process supervision was almost in vacuum state.That is,Any normal age qualification of the age,May be this about probability event leading role.

　　尽管京东机票网的涉案嫌疑人目前已经落网，但此事对票代行业造成的影响余波未平。人们不禁要问：引发票代恶意退票的漏洞为何长期存在？该怎样堵上这样的漏洞？如何拯救安全感受到重创的票代行业？相关各方的反省是否会引发票代行业新一轮洗牌？

Although jingdong ticket network involving suspects have been arrested,But the matter of age industry influence caused by the rarefaction wave open.People can not help but ask:Cause age malicious refund vulnerabilities why long-term exist?How to plug the loopholes such?How to save a sense of security in the age industry?Relevant parties reflection will trigger a new round of ticket generation industry reshuffle?

　　

□事件 - events

　

　票代恶意退票后卷款走人机票被取消乘客毫不知情 Age malicious refund after roll) leave the ticket be cancelled passengers had no knowledge

　　十一长假及长假后的一个月里，至少有350位消费者卷入了一场机票莫名被取消的“离奇事件”。

Eleven long holiday and long vacation after a month,At least 350 consumers involved in an express ticket was cancelled"Extraordinary events".

　　“为什么我付了款，临乘机时却发现机票被退掉了？”十一之前，杨先生从在线旅游垂直搜索引擎“酷讯网”所链接的“京东机票网”上，订了两张10月7日从乌鲁木齐飞往北京的机票，并支付了3982元票款。但10月7日当天，杨先生和家人来到机场办理登机手续时，却被告知他订的机票已经被退掉了。为了赶上这趟航班，杨先生不得不当场花费5200元重新购买机票。回到北京后，他收到了京东机票网发来的短信，短信称，导致这一问题的原因是公司出现了经济问题，公司将退还票款。不过此后，杨先生再也没有打通京东机票网的电话。

"Why do I pay the money,The flight but found the ticket was returned?"Before eleven,Mr. Yang from online travel vertical search engine"Cool - net"Have links"Jingdong ticket network"on,Booked two seats on October 7, flight from urumqi to Beijing,And pay 3982 yuan fare.But on the day on October 7,,Mr Yang and family to come to the airport check-in procedure,Only to be told a ticket has been returned.In order to catch the flight,Mr Yang had to spend 5200 yuan on the spot to buy the ticket.Returned to Beijing after,He received jingdong ticket network message from her,Message says,Reasons for this problem to is the company appeared economic problems,Company will return the fare.But since then,Mr. Yang never get through jingdong ticket network telephone.

　　和杨先生有同样遭遇的人还有不少。在收到多个消费者的投诉后，酷讯网连忙派工作人员赶到京东机票网的办公地点——北京千川隆福航空服务有限公司，却发现已是人去楼空。如今谈及此事，酷讯网CEO张海军仍大呼“不可思议”。“这家小型票代成立于2005年，有中航协的航空票代资质认证，在网络平台上卖票也已经有两年多时间了。我们追踪这家公司为消费者预订机票、出票等环节，结果没发现什么问题，他们出的票都是真票。”张海军说，和那些受害消费者一样，酷讯网此前对京东机票网的恶意退票行为毫不知情。

And Mr Yang have same situation that there are still quite a few people.In the received more consumers after complaints,Cool - net hurriedly sent staff to jingdong ticket network office - Beijing thousands of sichuan LongFu aviation service co., LTD,But found that already is the bird had flown.Now about this,Cool - network CEO ZhangHaiJun still big call"incredible"."This small age was founded in 2005,Have catic association air age qualification certification,In the network platform ticket has also have more than two years of time.We track the company booking for consumers/The issuer and other links,The results don't see what's the problem,Out of the ticket is the true ticket."ZhangHaiJun said,And those who suffer as consumers,Cool - net the jingdong ticket network malicious refund behavior had no knowledge.

　　在酷讯网方面急得跳脚的时候，票代行业一个不为人知的秘密渐渐浮现：当消费者通过票代购买机票并拿到票后，已经收取了机票款的票代却可以不经购票者同意，直接向航空公司发起退票；而航空公司退款时，会首先将钱款退给票代。也就是说，如果票代将消费者的机票退掉后卷款走人，其实易如反掌。

In the cool - network aspects of nasty hit the ceiling,Age industry an unknown secret gradually emerged:When consumers through the age to buy the ticket and get ticket,Has gathered the paragraph ticket ticket generation can not agree to the purchaser,Directly to the airlines launched a refund;And airlines when a refund,Will the money back to the age.That is,If age will consumers return ticket after volume of leave,In fact is a piece of cake.

　　京东机票网“人间蒸发”后，受害消费者将索赔的矛头指向了为京东机票网提供席位的酷讯网。据统计，京东机票网恶意退票卷款事件至少影响到350位消费者，造成了超过45万元的损失，并涉及国内绝大多数航空公司。尽管酷讯网在10月10日就为此建立了消费者维权基金，不少消费者也拿到了按原票价支付的赔偿，但是，索赔程序的繁琐和二次购票的差价问题，依然让一些消费者做出了将京东机票网和酷讯网一并告上法庭的决定。

Jingdong ticket network"evaporation"after,Consumers will suffer a claim for pointing at the jingdong ticket network provides the cool seat) network.According to the statistics,Jingdong ticket network malicious refund volume of at least 350 events affect consumers,Caused the loss of more than 450000 yuan,And involved in the domestic most airlines.Although cool - net on oct. 10, is to establish the consumer rights protection fund,Many consumers also got the press former fare payment of compensation,but,Claim program trival and secondary negotiating the price of problem,Still let some consumers made will jingdong ticket network and cool - together with net court decision.

　

　□调查 - survey

　

　退票环节监管缺失规不规矩全靠自律 Refund link supervision missing gauge don't behave all by self-discipline

　　回顾整个事件，消费者通过票代购买一张机票，至少要涉及垂直搜索引擎平台（酷讯网）、第三方支付平台（酷讯网与快钱、支付宝合作设立的账户）、票代（京东机票网）、航空公司四方。而引发恶意退票的诸多漏洞，就隐藏在消费者支付款项后，现金流和信息流的流动之中（如图）。那么，到底是哪些环节、存在怎样的漏洞，给票代恶意退票提供了机会？带着这一问题，记者进行了一番调查。

Review the whole event,Consumers through the age to buy a ticket,At least involved in vertical search engine platform(Cool - net)/The third party payment platform(Cool - net and quick buck/Pay treasure cooperation the establishment of the account)/age(Jingdong ticket network)/Airlines four square.A malicious refund many loopholes,Is hidden in consumer after payment,Cash flow and information flow of the flow(As shown in figure).so,Exactly is which links/What is the leak,To age malicious refund provides opportunity?With this problem,Reporter had a survey.

　　

1 1第三方支付环节 The third party payment link

　　

现状：机票出票就可打款漏洞：无法保证账款安全 status:Ticket drawn can play money loopholes:Can't guarantee payment security

　　我们先看看消费者购票的现金流动过程。消费者在垂直搜索引擎上找到时间、价格合适的机票后，通过垂直搜索引擎向机票代理商发起购票申请；在支付机票款项后，第三方支付平台对款项进行锁定；尔后，机票代理商向航空公司发起购票申请并支付费用，航空公司收到申请与票款后出票；垂直搜索引擎平台监管出票过程正常，确认出票真实（可通过中航信系统验证真伪），便通知第三方支付平台将消费者支付的机票款项解冻，支付给机票代理商。至此，购买机票的流程结束。

Let's look first at paying customers cash flow process.Consumers in vertical search engine to find time/The price is right after the ticket,Through the vertical search engine to the ticket agent tickets by application;In pay the ticket payment,The third party payment platform for money to lock;then,Ticket agent in airline tickets to launch application and pay cost,Airlines from receipt of the application and fare after a ticket;Vertical search engine platform supervision drawn normal process,Identified ticket true(But through the catic believed authenticity verification system),Notified the third-party payment platform will consumers pay for ticket money thaw,To pay the ticket agent.So far,Purchase tickets process end.

　　在上述过程中，最让人大惑不解的是，为什么不能等乘客完成飞行旅程之后，再通过第三方支付平台把票款支付给票代？如果这样，何来票代恶意退票？

In the above process,The most let people baffled,Why can't wait passengers after complete flight,Then through the third party payment platform to pay the fare ticket generation?If so,No age malicious refund?

　

　>>业内说法 >>The statement

　　有业内人士告诉记者，以支付宝为例，其“第三方担保交易模式”是这样操作的：先由买家将货款打到支付宝账户，由支付宝向卖家通知发货，买家收到商品并确认后，指令支付宝将货款打给卖家，一笔网络交易宣告完成。但是，坐飞机却是有别于一般网购的一种消费过程，在“第三方担保交易模式”的“货到付款”条件中，机票出票就等于货到了——按照垂直搜索引擎与票代的协议，当出票正常时，第三方账户内的机票款就会被实时打给票代。

The personage inside course of study tells a reporter,To pay treasure, for example,the"The third party security transaction mode"It is operating:First by the buyer will play to pay treasure to account for,The pay treasure to the seller notice delivery,Buyer received merchandise and confirmation,Instruction pay treasure payment will call the seller,A network transactions completed declaration.but,On a plane is different from the general net is a kind of consumption process,in"The third party security transaction mode"of"cod"conditions,Ticket out of the ticket is cargo to -- according to vertical search engine and age of the agreement,When the issuer when normal,The third party inside account of ticket paragraph will be real-time call age.

　　酷讯网机票业务负责人李超、去哪儿网机票总监丘晖都告诉记者，这种协议其实是行业内约定俗成的，因为票代面临着沉重的资金链压力。“即使是淘宝旅行平台，也做不到将支付宝里的机票款拖到乘客完成飞行再付给票代，这是票代行业的特殊性决定的。”劲旅咨询总经理魏长仁表示。

Cool - network ticket business controller lie color/Where to go and QiuHui ticket director told a reporter,This agreement is in the profession actually established,Because age face heavy pressure of capital chain."Even taobao travel platform,Also can't do will pay treasure the ticket of tow to complete the passengers flying to pay age,This is the age of the particularity of the industry."Powerful force consulting general manager WeiChangRen said.

　　2 退票环节 2 refund link

　　

现状：恶意退票乘客不知情漏洞：乘客和航企信息不对称 status:Malicious refund passengers not informed loopholes:Passengers and navigation enterprise information asymmetry

　　消费者委托票代退票时，后续的退票交易过程并没有一个信息全面的第三方知晓消费者和票代之间是否存在委托退票关系，垂直搜索引擎平台和中航信都不是这个有效的第三方。芒果网机票部市场经理陈忠侠介绍，票代通过中航信的订票系统将退改信息传递给航空公司，整个过程甚至不需要航空公司安排客服人员的介入，而现阶段，航空公司也不具备自己办理所有渠道退改的运营能力。

Consumer entrust age when a refund,Subsequent refund transaction process and not a information comprehensive third party know consumers and age between whether there is entrusted refund relationship,Vertical search engine platform and catic letter are not the effective third party.Mango network ticket department market manager ChenZhongXia is introduced,Age through the catic letter booking system will return change information to airlines,The whole process don't even need airline companies to make arrangements for the personnel of the service intervention,But now the,Airlines also do not have oneself handle all channels to back the operation ability.

　　记者从多家航空公司了解到，乘客委托代理人退改签需要的条件是代办人有效身份证件、乘客身份证信息和行程单，此外订票与改票的人信息一致。恶意退票能实现的原因就在于票代钻了乘客和航空公司之间信息不对称的空子，航空公司往往不能第一时间和乘客亲自核实退票信息。

Reporters from several airlines to know,Passengers entrusted agent back to endorse the condition that agent valid identity certificate/Passengers id information and itinerary,In addition booking ticket and change of consistent information.Malicious refund can realize reason lies in age drill the passengers and airlines take advantage of the loopholes in the asymmetry information between,Airlines often cannot first time and passengers personally verify cancellation information.

　　事实上，乘客在网络上购买机票时，都留下了联系方式以接收行程单和预订信息，为什么退票后，没有收到航空公司的通知呢？

In fact,Passengers on the network when purchase tickets,Leave the contact way to receive itinerary and booking information,Why after the cancellation,Didn't receive the notice of airlines??

　　有航空公司相关负责人告诉记者，代理商可以选择是否将消费者信息提供给航空公司。现在航空公司都要求旅客的联系方式是手机，但是总会出现手机信息不真实的情况，例如办事人员给领导订票，有可能只留订票人的电话或者是代理人的电话，又比如对于团队旅客，机票是由旅行社出票，号码难以与旅客一一对应，而团队旅客在市场上的比例约有15%-20%。“代理人与航空公司都无法做到实际旅客与其留下的手机号码一一对应，对谁都是一个难题。此外，也有一些另外考虑：一是旅客信息保护；二是有些旅客本身也没有手机等等。”杨波说，信息难以实现对称，早就令航空公司头疼不已。

Airlines relevant person in charge told reporters,Agents can choose whether or not to consumer information to airlines.Now airline passengers are required to contact is mobile phone,But there is always mobile information real situation,For example, handle affairs personnel for the leadership booking,May stay booking people phone or agent of the telephone,And such as for team passengers,The ticket is by the travel agency drawn,Number is hard to meet the passenger one-to-one correspondence,But team passengers in the market proportion about 15% - 20%."Agent and airline can do with actual passengers leave phone number one to one correspondence,To who is a difficult problem.In addition,There are also some other consideration:One is the passenger information protection;The second is some passenger itself does not have mobile phones, etc."YangBo said,To realize the information symmetry,Have a headache to airlines.

　　3 退款环节 3 a refund link

　　现状：退款不直接退给消费者漏洞：航企与票代直接结算 status:Refund not directly give consumers loopholes:Air enterprises and age direct settlement

　　再看退票中的现金流动过程。正常的退票过程是，消费者向机票代理商发起退票申请，然后由机票代理商向航空公司发起退票申请，航空公司收到退票申请后将机票退掉并将相应的机票款项还给机票代理商，机票代理商将票款给到消费者，完成退票流程。垂直搜索引擎平台并不参与退票的过程。

To see the refund cash flow process.Normal refund process is,The consumer to the ticket agent refund application launched,Then the ticket agent to airlines launched refund application,Airlines ticket refund application received will return and the corresponding ticket money back to the ticket agent,The ticket agent will fare to the consumer,Complete refund process.Vertical search engine platform is not involved in the process of a refund.

　　在上述流程中，我们看到，消费者拿到退款之前，退款总是先给票代，如果要防范恶意退票，那么退款能不能直接退给消费者？

In the above process,We see,Consumers get before a refund,Refund always give first age,If you want to prevent malicious refund,So a refund can not directly give consumers?

　　>>业内说法

>>The statement

　　国航西南营销中心人士杨波告诉记者，机票退票的原则是“在哪里买，在哪里退”，航空公司的结算系统、退票业务流程从一开始就是这样设定的。魏长仁进一步向记者解释，这可以找生活中的事例进行类比，如消费者从超市买了瓶问题可乐，想要退货，一般是先找超市，而不是直接找可口可乐公司。

Air China southwest marketing center personage YangBo told reporters,Ticket refund principle is"Where can I buy,Where back",The airline's settlement system/Refund business process from the beginning that is set.WeiChangRen further explained to reporters,This can find life examples for simulation,Such as consumers from the supermarket to buy a bottle of coke problem,Want to return,The general is first find the supermarket,Instead of directly find the Coca-Cola company.

　　杨波说，退一步设想，如果航空公司绕过票代，直接把机票款退给消费者，就会涉及到几方面的问题。“一是航空公司其实并不知道旅客的交易行为，是现金还是刷卡？如果是刷卡交易，按央行规定，是需要退到客户的卡中。二是航空公司与代理人的结算问题，不同的代理人有不同的销售政策，即代理费用。而且，航空公司的结算也不是实时结算，有结算周期。”

YangBo said,Step back and imagine,If airlines around age,Direct ticket money back to consumers,Will involves several aspects of the problem."One is the airlines don't really know the trading behavior of passengers,Cash or credit?If you pay by credit card transactions,According to the provisions of the central bank,Is the need to return to the customer in the card.The second is airlines and agent of the settlement problem,Different agents have different sales policy,Namely agency cost.and,The airline's settlement is not real-time settlement,A settlement cycle."

　　还有不愿透露姓名的航空公司负责人透露，中国现在除了春秋航空以外的航空公司机票销售都受制于中航信的订座系统。中航信订座系统是以舱位来看价格，即以不同英文字母表示不同的价格，但实际上航空机票价格远不是26个字母就包括了的。“为了适应不同的市场和不同的渠道客户，航空公司有很多价格产品。而这些价格产品是与代理人相对应的。所以，即使看到同一个舱位，但在不同时期，不同代理人，有可能航空公司与代理人的结算金额并不一样。在不同季节，航空公司对代理人的奖励政策（代理费用）也不一样。”因此，航空公司跟票代直接进行结算确实可以节省不少成本和时间。

And do not wish to be named, said the airline,China is now in addition to the spring and autumn period and the air outside of the airlines ticket sales are subject to catic believed booking system.Catic letter booking system based on space to see the price,Namely in different letters are significantly different prices,But in fact air ticket price is far from 26 letters of including the."In order to adapt to different markets and different channel customers,Airlines have a lot of price products.And these price product is corresponding with the agent.so,Even see the same space,But at different times,Different agent,Possible airlines and agent of the settlement amount are not the same.In different seasons,Airline agent of the reward policy(Agency cost)Is different also."therefore,Airlines with age directly settlement can really save a lot of cost and time.

　

　□追问 - ask

　

　退票全程谁来监管？ Refund the who to supervision?

　　“这个漏洞是近两年来兴起的新作案手段，是电子客票发展的产物，多方都在研究。”针对票代退票漏洞的监管，记者询问了中国航空运输协会（简称“中航协”）、航空公司、各类在线旅游网站及业内专家，发现对这个问题的监管几乎属于监管的真空地带。

"This vulnerability is in the past two years the rise of new crime means,Is the product of development of electronic ticket,Many are in research."According to age refund the vulnerability of the supervision,Reporter inquired about the China air transport association(Referred to as"Catic association")/airlines/All kinds of online travel website and industry experts,To the problem that the supervision of the supervision of almost belongs to vacuum zone.

　　中航协只管正规代理

Catic association just normal agent

　　在政府层面，民航局在多年前已经将票代管理放开。2006年国内机票代理行业的约束性法规《国务院37号令》废止，民航地区管理局对代理人的市场监管权也移交给行业自律组织中航协。但作为行业自律组织，中航协对票代的监管是自律性监管，不是政府机构的强制性监管。中航协主要是依据中航协的章程对票代的资格认证进行把关，因此，中航协只能约束正规资质的代理，对一张桌子一部电话的“黑票代”并没有执法权。对于“黑票代”，中航协只能联合工商、公安等执法部门予以取缔。而工商局对票代的日常管理仅涉及营业执照方面。

In the government level,Civil aviation administration in many years ago will age management let go.In 2006, the domestic air ticket agent industry mandatory regulations[The state council and order]abolished,The regional civil aviation administrative bureau to agent market supervision right and hand over to the self-discipline organization catic association.But as a self-regulatory organization of the industry,Catic association to age oversight is self-discipline supervision,Not government mandatory supervision.Catic association are mainly on the basis of catic association articles of association to age qualification certification to guard a pass,therefore,Catic association can only constraint formal qualifications agency,On a table a phone"Black age"Did not perform.for"Black age",Catic association can only commerce jointly/Public security and law enforcement agencies shall be banned.And industrial and commercial bureau to age daily management involves only in the business license.

　　恶意退票监管现盲区

Malicious refund supervision is blind area

　　关于恶意退票，记者仅在中航协航空运输销售代理人（工作）委员会2008年3月发布的《全国民航航空运输销售代理行业自律公约》中找到了相关阐述，该公约第十三条提到：“代理企业不得以任何理由擅自取消定座记录或挂起其它代理企业的定座记录，由此而给旅客或对方企业造成的经济损失应承担全部责任。”

About malicious refund,Reporter only in catic association air transport sales agent(work)Committee in March 2008 released[The national civil aviation air transport sales agency industry self-discipline]The paper found in related,The convention article 13 mentioned:"Agency enterprise may, on any ground, do STH without authorization cancel the reservation record or suspend other agency enterprise reservation record,From this and give the passenger or the other enterprise that the economic losses caused by shall bear full responsibility."

　　若有资质的票代出现了恶意退票的行为，必将受到中航协的处罚，如罚款、取消代理资格等，航空公司对“两头骗”的票代也有严厉的处罚，但这些都属于事后处理，并不能阻止恶意退票对消费者权益的侵害。中航协特聘专家綦琦透露，目前中航协已经启动了网上电子客票销售监管方法的研究，正式出台还待时日。

If there is a qualified age appeared malicious refund behavior,Will the punishment by the China national aviation association,Such as a fine/Cancel agent qualification, etc,Airlines to"Two head cheat"Ticket generation also have severe punishment,But these all belong to after process,And can't prevent malicious refund for violation of consumer rights.Catic association distinguished experts QiQi revealed,At present China national aviation association has launched the online electronic ticket sales supervisor method research,Come on stage formally also stay time.

　　违规操作空间巨大

Illegal operation space is enormous

　　在这方面的监管盲区也反映出，对机票代理的管理比火车票管理困难得多。魏长仁坦言，火车票购票时乘客只需向票代支付五块钱的出票手续费，“没有弹性就减少了暗箱操作的空间，不像机票，从1折到全价，从几十到上万一张，空间太大了，有巨大的空间进行各种违规操作，特别是电子客票出现后，票代通过网络玩猫腻的情况更是层出不穷”。此外，机票退票时，不像实名制火车票那样需要审查退票旅客身份证原件，因此存在上述漏洞就不难理解了。

In this respect the supervision of the blind area also reflects,The ticket agent management than train ticket management much more difficult.WeiChangRen said,Train ticket purchasers passengers need to pay to age five dollars from the ticket fee,"No elastic will reduce the black-box space,Unlike the ticket,From 1 fold to complete,From dozens of to tens of thousands of a,Space is too big,There is great room for all kinds of illegal operation,Especially in the case of an electronic ticket appears,Age through the network to play something fishy going on situation but also emerge in endlessly".In addition,Ticket refund when,Don't like the system that need to review train ticket refund passenger id original,Thus, there exists the holes would not be difficult to understand.

　　中投顾问高级研究员薛胜文说，通过完善退票制度，实行票主实名退票，代理人恶意退票的漏洞或许可以修复。而规范票代行业，需要政府、协会、行业链条上的各个商家在整个购票流程进行联动合作，在商家资质、准入条件的设置，购票、售票、退票的规范监控与信息透明，以及事后赔偿、全程监管等方面全方位进行合作。

An advisor, a senior fellow at XueSheng said,Through the perfect refund system,The Lord ticket refund rule,Agent malicious refund holes may be able to repair.But the standard age industry,Needs the government/association/Industry chain of each merchants throughout the negotiating process are linkage cooperation,In the business qualification/The setting of the access requirements,tickets/ticket/Refund standard monitoring and information transparency,And afterwards compensation/The supervision of all-round cooperation.

　　行业的漏洞向消费者敲响了警钟：在网上订票恐怕得自己“擦亮眼睛”！不过，相对于略显滞后的官方监管措施的出台，对于这一漏洞，与票代行业唇齿相依的各种利益方反应更为积极，它们的动作或将从民间掀起一场票代行业的洗牌。

Industry to consumer holes was a wake-up call:I'm afraid I own the tickets online"To polish eyes"!but,Relative to slightly lag official supervision measures come on stage,For this a loophole,And age industry close interdependence of all kinds of parties reaction more positive,Their actions or from the folk lifted a age of the industry reshuffle.