暑期是中国旅游市场的传统旺季，也是旅游企业当年利润的主要来源，所以携程网的这份财务报告，并不让资本市场满意。11月7日，花旗(Citi Research)发布研究报告称，中国在线旅行市场的价格战并未结束，因此维持携程网股票“卖出”评级。报告称，“我们认为，携程网的业务基础非常虚弱，仍然面临激烈的市场竞争：第一，提供酒店优惠券已经成为中国酒店预订的一种固定模式。第二，价格战导致携程网利润率下滑。在第三季度中，携程网的酒店预订量比上年同期增长了40%，但其营收仅比上年同期增长了11%。第三，市场竞争加剧导致携程网运营开支上升，并导致利润率下滑至25%以下。

Summer is the China travel market and the traditional peak season,Tourist enterprises is the main source of profit,So the ctrip financial report,Don't let the capital market satisfaction.On November 7,,citigroup(Citi Research)Release research report says,China's online travel market price war is not over,Therefore maintain ctrip shares"sell"rating.The report says,"We think,Ctrip business foundation is very weak,Still face the fierce market competition:The first,To provide hotel coupons has become Chinese hotel reservation of a kind of fixed mode.The second,Price war led to falling margins on ctrip.In the third quarter,Ctrip hotel YuDingLiang than the same period last year increased by 40%,But its revenue only than the same period last year increased by 11%.The third,Market competition leads to ctrip operating costs rise,And lead to falling margins on below 25%.

　　“受到艺龙及其他提供返现的服务商影响，携程网第三季度酒店住房率有所下滑，而该公司的机票预订量也受到艺龙网及去哪儿网机票预订服务的挑战。据去哪儿网管理层表示，他们已经成为中国最大的机票分销平台，总订票量超过携程网。”

"Art is the dragon and other provide return the service effect,Ctrip hotel occupancy rate in the third quarter slipped,And the company's ticket YuDingLiang have also been elong and where to network ticket booking service challenge.According to where to network management says,They have become China's largest ticket distribution platform,Total booking quantity more than ctrip."

　　携程网一直以来都是中国在线旅游企业的领跑者，但现在似乎跑得越来越吃力，领先优势正被对手逐渐赶上。业内所谓的“携程模式”，即通过先发优势，利用半互联网，半呼叫中心的平台，将数量众多的酒店产业链资源供应商绑在一起，并聚集相当庞大的用户群，通过全国范围内的酒店和机票产品预订来获取代理销售佣金实现盈利，目前，以携程网为代表的“返佣”模式依然是绝对的主流模式。

Ctrip has always been China's online tourism enterprise leader,But now it seems to run more and more difficult,Lead is being gradually catch up with the opponent.The so-called"Ctrip mode",That is, through starter advantage,Use half the Internet,Half call center platform,Will large Numbers of hotel industry chain resource supplier tied together,And gathered quite a huge user group,Through the nationwide hotel and ticket reservation products to obtain agent sales commission realize the profit,At present,To electronic network of representatives"Return maid"Model is still is absolute mainstream mode.

　　携程网不是市场上最便宜的渠道，但由于呼叫中心的庞大，随时可以接通的人工服务，使携程网在市场上有服务好的口碑。但在记者的亲身体验中，携程网的服务也随着利润在滑坡。

Ctrip on the market is not the cheapest channel,But because of the huge call center,Can always on artificial service,Make ctrip in the market has a good reputation service.But with the reporter's personal experience,Ctrip service also with profits in landslide.

　亲历携程网服务滑坡 Experience of ctrip service landslide

　　10月26日，记者由于行程时间改变，在上午致电携程网客服要求把当晚21点起飞的宁波至北京的航班换成19点10分起飞的另一班。携程网的客服表示，因为是不同的航空公司，需要退票后重新购买，在确认退票费之后，记者被告知，航班改换已经操作成功。

On October 26,,Reporter because of travel time change,In the morning call ctrip customer service asked to take off at night and the ningbo to Beijing flight into 19 point 10 points to take another bus.Ctrip customer service said,Because it is different airlines,Need to buy after a refund,In the confirmation after cancellation fee,The reporter was told,Flight change have been operating in success.

　　而在当天记者到达宁波机场准备办理登机手续时，在值机柜台发现，携程网客服上午的操作中选错了登机人，票出成了另一个人的名字。记者再给携程网打电话，被告知该航班满仓，需要把这张票退掉重新购买，携程网客服再次要了记者的信用卡信息，说票款需要从客户账户里先扣，待核实了出错票的原因之后，再把钱退回来。

And on the day reporter arrived at ningbo airport ready to check in,Found in the check-in counter,Ctrip customer service morning operation choose wrong boarding people,Ticket out became another man's name.Reporters then call for ctrip,Was told that the flight ManCang,Need to return to buy the ticket,Ctrip customer service again to the reporter's credit card information,Said fare need from the customer account first button,To verify the cause of the error after ticket,The money again come back.

　　由于时间紧张，记者同意了携程网的操作方式，但强调一定要立刻出票，成功后立即电话告知，以便办理登记手续。但在之后十几分钟的焦急等待中，携程网客服电话始终没有来，银行的扣款短信也没到。此时，记者才想到，会不会是自己信用卡余额不足？通过手机银行查证，卡内信用额度果然不够支付票款。办理了信用卡还款之后，记者再次拨通携程网电话，要求立即扣款并出票。

Due to the time to be nervous,Reporters agreed ctrip's mode of operation,But stressed that must immediately drawn,Immediately after the success of the phone,In order to deal with the formalities that register.But after ten minutes of anxious wait,Ctrip customer service telephone always didn't come,Bank deduction message also didn't arrive.At this time,Reporter just think of,Would it be his lack of credit card balance?Through the mobile phone bank verification,Inside card and credit are not sufficient to pay the fare.To deal with the credit card after reimbursement,Reporter dialed ctrip phone again,Demand an immediate deduction and drawn.

　　再次等待之后，终于出票了，但记者的登机牌却依然换不了，值机台说票已加锁需要出票公司解锁才能办理。记者只好再打电话给携程网的客服，被告知需要再等10分钟。这时离关闭值机台的时间已所剩无几。

Again after waiting for,Finally drawn the,But reporter boarding pass but still can't do it,ZhiJiTai said ticket already lock need drawn company release to deal with.Journalists had to call ctrip customer service,Was told to wait 10 minutes.At this time of the ZhiJiTai from close time is running out.

　　事后，记者拨打携程网投诉电话询问，如果当天不是记者自己及时发现信用卡内额度不足，是不是携程网不会有人来主动通知顾客并出票？携程网的投诉处理员工表示，在这种情况下应该是以顾客的行程为最优先保障，也就是及时告知或先行出票，随后再处理票款问题。但随后，他也向记者确认，携程网的客服在当天确实什么都没有做，出票的部门在看扣款没有成功之后，既没有通知顾客，也没操作出票，只是在等待。

afterwards,Reporters call ctrip complaint telephone enquiries,If the day is not reporters his timely found within the credit card limit shortage,Ctrip is not someone to notify the customer and drawn?Ctrip employee said the complaint handling,In this case should be based on the customer's stroke is the most preferred security,Is also inform the or first drawn,Then reprocessing fare problem.But then,He also confirmed to reporters,Ctrip customer service in the really nothing to do,Drawn sector in see deduct money without success later,Not only did not inform customer,Also didn't operate out of the ticket,Just waiting for.

　　作为携程网6年的老客户，当记者把此事发布在自己的微博之后，又有携程网客服打电话来说，上述都是携程网的工作失误，并已经对相应员工进行了处理。记者询问，是在什么时间？以什么方式？进行了什么处理？该客服说，目前还什么都没有做。

As ctrip 6 years old customers,When the reporter put the matter in his own micro released after bo,And have ctrip customer service called,Above all is the work of ctrip mistakes,And have corresponding to the treatment of employees.Reporters asked about the,In what time?In what way?What the handle?The customer service said,There is nothing to do.

牺牲服务打价格战能否换到市场 Sacrifice service price war can change to the market

　　在10月底，携程网宣称“为价格战推出史上最大规模机票促销”，计划一次投放超过23000个特惠机位。携程网在新闻通稿的表述中说：总数来说，前所未有，均堪称携程网史上最大。

In the end of October,Ctrip claimed"For price war launched the largest in the history of ticket sales promotion",Plan a trip to launch more than 23000 special flight reservation.Ctrip in news through the statement said:For total,unprecedented,All the history of ctrip is biggest.

　　早前携程网总裁范敏曾表示，将以最好的产品、最好的服务、最好的价格为核心竞争力，打赢这场价格战，为提升企业的成长性与品牌力而全面出击。携程网机票事业部CEO李小平表示，未来携程网机票还将以提升客户体验为宗旨，继续提供更多更丰富的在线优惠组合产品和服务。

Earlier President ctrip FanMinCeng said,Will be the best products/The best service/The best price as the core competitiveness,Win the price war,To promote the enterprise growth and brand force and full attack.Ctrip ticket group CEO LiXiaoPing said,The future ctrip ticket will also to enhance customer experience for the purpose,Continue to provide more rich online preferential combination products and services.

　　令人疑惑的是，一旦服务质量下滑，携程网能否靠价格来赢取市场？而且在利润压力下，携程网又如何保证其标榜的在市场上价格最低？

A doubt is,Once the service quality decline,Ctrip can depend on the price to win the market?And in profit under pressure,Ctrip and how to guarantee their flaunt the lowest price in the market?