羊城晚报讯 记者帅鹏坤、谭超报道： 在广州工作的金女士日前向羊城晚报记者报料，上周末她在在线旅游网站“去哪儿网”为母亲和一个亲戚订同一航班飞广州的两张机票，去哪儿网却为自己母亲出了两张机票。经过前后30多次交涉，去哪儿网仍旧不肯给金女士退付。

The yangcheng evening news reporter ShuaiPengKun/Tan chao reported: Work in guangzhou gold woman has to the yangcheng evening news reporter writer,Her last weekend in the online travel website"Where to go and"For mother and a relative order the same flight guangzhou two ticket,Where the net was for his mother out of the two ticket.After 30 many times before and after negotiations,Where to network still would not give ms king back pay.

　　记者昨日就此事采访去哪儿网，该网回应称：一人出两票系消费者购票时输入有误。但消费者不服。羊城晚报记者却发现，如果是消费者的手误，按照去哪网上提供的信息，退票至少应当赔付消费者50%的票费。如果是去哪儿网的系统失误，则应该全额退付。

Yesterday reporter the interview and where to go,The net responded that:One person out two ticket system consumer purchasers input incorrect.But consumers not.The yangcheng evening news reporter found,If is consumer hand error,According to the information provided where online,Cancellation shall at least pay 50% of the fare consumers.If it is where to network system failure,It should be in full pay back.

　　系统问题还是人为失误 System or human error

　　据金女士介绍，6月9日，金小姐在去哪儿网为母亲和侄子订两张6月25日深圳航空公司ZH9426航班沈阳飞广州的机票。金女士分别在当天下午14∶20和15∶01收到两条去哪儿网的出票信息。令金女士感到奇怪的是，两条短信竟然都是给金女士母亲的票，连票号都完全相同。

According to ms king is introduced,On June 9,,In miss king where network mother and nephew two seats on June 25, ZH9426 shenzhen airlines flight shenyang fly guangzhou ticket.Ms king respectively in that afternoon 14 and 15, 20, 01 received two where to net the ticket information.Make ms king felt strangely,Two message that was to ms king mother's ticket,Even have the same exchange.

　　去哪儿网客服告诉金小姐：“机器故障或人为失误。”

Where to net customer service tell gold miss:"Machine fault or human error."

　　金女士转发给记者的两条出票信息上，无论航班号和票号都完全一致。短信上显示搜搜旅行网和去哪儿网的名称。去哪儿网昨日向记者称，搜搜旅行网系一票务代理商，出票短信也系搜搜旅行网发出。

Ms king transmitted to reporter's two drawn information,Whether flight number and exchange are completely consistent.The text message display search travel nets and where to net name.Where to go to the reporter and said yesterday,Search travel network system a ticket agent,Text messages are also drawn system search travel a net.

　　昨日，在记者的不断催促下，去哪儿网终于对操作记录进行了核实。去哪儿网称：“由于该问题属于消费者操作失误所造成，不属于去哪儿网或代理商的责任，因此不属于去哪儿网‘赔计划’的范围。”

yesterday,With the reporter's urged constantly,Where to go for operating record and finally checked.Where to go and say:"Because this problem belongs to consumers caused by the operating error,Do not belong to where to network or agent responsibility,So where do not belong to the net‘Compensate plan’range."

　　但金女士却不认为是自己的手误：“如果不是系统问题，为什么不向我们提供证据？”同时，金女士对两个票号都一致表示严重不解。按照订票流程，即使证实金女士两次输入了同样的身份证号，但金女士前后两次订票间隔超过4分钟，票号理应不同。

But ms king did not think is their hands error:"If not system problems,Why don't you provide us with evidence?"At the same time,Ms king to two exchange all agree serious don't understand.According to booking process,Even if confirmed that ms king two input the same id number,But ms king twice before and after booking space more than four minutes,Exchange should be different.

　　对此，去哪儿网给了记者一个后台截图，上面显示有两个票号，但记者在深航官网上验证时，却发现其中一个是作废的。另外一个有效的，正是金女士发给本报记者的两条短信中显示的票号。对此，去哪儿网暂时无法解释。

this,Where the net reporter a background screen,It shows that there are two exchange,But the reporter in deep navigation website when verification,Find one of them is obsolete.Another effective,It is ms king to our reporter two message shown in the exchange.this,Where to net temporarily unable to explain.

　　推诿理由都站不住脚 Shuffle reason is untenable

　　金女士看到第二条短信后就在第一时间和去哪儿网联系，要求全额退付。去哪儿网客服人员却回应称：“票已经出了，无论什么原因都不可能退掉，最多只能给退两百块钱燃油税。”并要求金女士“必须找深航”。

Ms king to see the second message after in the first time and where to network connection,Demanded a full back pay.Where to net the personnel of the service but respond to say:"Ticket is out of the,No matter what reason is likely to return,Most can only give back two hundred dollars fuel oil tax."And ask ms king"Must find deep navigation".

　　深航告诉金女士：“这种情况下可以退票，但在哪儿买的票就去找哪儿。”记者昨日向深航求证，上述说法也得到证实。于是几天来，金女士就在不停地给去哪儿网和深航打电话，去哪儿网始终不同意赔付。“一张机票才800多元，光这几天打电话都打了100多元了。”金女士感叹道。

Deep navigation told ms king:"This situation can be refund,But where did you buy tickets went to."Reporters yesterday confirmed to deep navigation,The above statement is confirmed.Then a few days to,Ms king in kept to where to network and deep to make a phone call,Where to net always does not agree to compensate pay."A ticket only 800 multivariate,Light this several days phone 100 multivariate the."Ms king sighed.

　　同时记者发现，去哪儿网客服所称不能退票，以及只退燃油附加税说法也站不住脚，按照去哪儿网提供的机票搜索，搜搜旅行网提供的6月25日深航ZH9426票价信息显示，870元（机票价格690元，税费180元）的机票不得签转，但可以退票，条件是收取票面价格50%的退票费。也就是说去哪儿网（或其代理商搜搜旅行网）至少应当退付金女士525元！

At the same time, reporter discovery,Where to net customer service "can't refund,And only back fuel surcharge statement also untenable,According to where to network provides ticket search,Search travel network provides on June 25 deep navigation ZH9426 fares information display,870 yuan(The ticket price 690 yuan,Tax and fee is 180 yuan)Ticket not endorsement,But can refund,Conditions are charged par price 50% of fares.That is where network(Or its agent search travel network)At least shall retire FuJin lady 525 yuan!

　　律师说法 Lawyers said

　　去哪儿网应当负责 Where to network shall be responsible for

　　金女士到底应该去找代理商还是找去哪儿网？广东大同律师事务所主任律师朱永平分析：“消费者在去哪儿网购票，是直接和去哪儿网构成一定法律关系。至于去哪儿网和航空公司或代理商是怎样的合同关系，消费者不用管。消费者要求退付肯定是要找去哪儿网。”

Ms king what should I go to find agents or find where to net?Guangdong datong law firm lawyers, director of the ZhuYongPing analysis:"Consumers in where to net tickets,Is direct and where to network constitutes a certain legal relationship.As for where to network and aviation company or agent is how to contract relationship,Consumers don't tube.Consumers to pay back is bound to find where to net."

   后续：同一航班一人出两张机票 去哪儿网称已全额退款 follow-up:The same flight one out two ticket where to go and say already full refund