新年开始，长沙旅游主管部门将定期发布《旅游质监公报》，建立旅游“黑名单”制度，向社会通报旅游企业游客投诉、重点案例和旅游市场检查情况，并继续实行110联动，开展全国旅游城市旅游质监互动协作。同时，随着春节黄金周即将来临，自由行、自驾游、自助预订、动车游等旅游方式持续升温，长沙旅游质监部门提醒游客“理性维权”。

The New Year began to,Changsha tourism authorities shall regularly issue[Tourism qualitative inspect bulletin],Establishing tourism"blacklist"system,Report to the travel enterprise visitors complaints/Key cases and tourist market inspection situation,And continue to implement 110 linkage,To carry out the national tourist city tourism qualitative inspect interactive cooperation.At the same time,With the Spring Festival golden week is coming,Freedom ride/leading/Self-help book/Moving car swim tourism mode continues to heat up,Changsha tourism qualitative inspect branch remind visitors"Rational rights".

　　1 假日旅游投诉逐年下降

1 holiday tourism complaints declined year by year

　　据长沙市旅游质监所负责人伍畅林介绍，去年长沙旅游执法部门共接受电话及来信来访1240起，其中旅游咨询、求助电话578起，协调处理游客情况反映314起，正式受理的有效投诉38起，全年为游客挽回经济损失10.1万元，旅游投诉处理回复率、办结率、游客满意率均为100%，全年没有较大和重大旅游投诉事件发生。去年全市旅游接待及组团出行人数增幅显著，但旅游投诉数量相较接待及组团出行人数比例却没有显著上升，而且黄金周及节假日的投诉同比还呈现下降趋势。

According to the tourism in changsha city ZhiJianSuo WuChang Lin,Last year a total of changsha tourism law enforcement agencies receive telephone calls and letters and visits from 1240 on,The tourism information/Ask for help a telephone since 578,Coordinate and deal with visitors situation reflects the 314,Official acceptance effective complaint and up,For tourists throughout the year to recall the economic loss of 101000 yuan,Tourist complaint handling recovery rate/BanJieLv/Visitors are 100% satisfaction,There is no major and the major tourist complaint events.Last year the city tourism and travel group has increased significantly,But tourism complained about the reception and the group than the number of travel proportion but no significant increase,And the golden week holidays and complaints are year-on-year declines.

　　伍畅林介绍，今年长沙旅游质监部门将定期发布《旅游质监公报》，建立旅游“黑名单”制度，向社会通报旅游企业游客投诉、重点案例和旅游市场检查情况;重点监控旅行社旅游合同管理、合同履行、导游执业的规范情况;加强旅游服务公共平台建设，完善全市旅游质监网络服务体系，继续实行110联动，开展全国旅游质监互动。

WuChang Lin,This year, changsha tourism qualitative inspect branch will regularly issue[Tourism qualitative inspect bulletin],Establishing tourism"blacklist"system,Report to the travel enterprise visitors complaints/Key cases and tourist market inspection;Key monitoring travel tourist contract management/fulfillment/Guide practice standard;Strengthen the tourism service public platform construction,Improve the city tourism qualitative inspect network service system,Continue to implement 110 linkage,To carry out the national tourism qualitative inspect interaction.

　　2 漂流成意外事故重灾区

2 drift into accident disaster area

　　去年的旅游投诉中，有部分涉及人身伤害事件，近几年刚刚兴起的漂流成为意外伤害事故最集中的项目。如去年8月6日，游客王女士参加长沙某旅行社平江沱龙峡漂流，在漂流中意外落水，导致右侧脸颊大面积严重擦伤，需要进行整容修复相关治疗;市民李女士通过“F团团购网”，去年8月11日前往平江参加沱龙峡漂流，漂流过程中由于工作人员放船速度过快，造成李女士左眼及双肘关节受伤。在长沙市旅游质监部门的调解下，目前这几起事故均已协商处理。

Last year's tourism in the complaint,Some involving personal injury events,In recent years the development of the emerging drift become accident harm accident, the concentration of the project.Such as last August 6,,Tourists in a travel agency in changsha wang was the Tuo LongXia drift,Drifting in the water accident,Lead to the right cheek area serious scratch,The need for cosmetic repair related treatment;Citizens by ms. Li"F group 团购网",Last August 11 has to attend Tuo pingkiang LongXia drift,Drift process because the staff put ship too fast,Cause ms. Li left eye and double elbow injury.In tourism in changsha city of quality supervision department under the mediation,The few incidents have been consultation process.

　　“造成游客受伤的原因有很多种，不同原因造成的伤害处理起来也会有差异。”伍畅林表示，不论何种原因造成旅游者的人身伤害，不论旅行社是否应当承担赔偿责任，旅行社及从业人员都要收集有关证据，协助处理善后事宜，为旅游者向保险公司索赔提供帮助。

"Cause injury tourists there are many reasons why,Different causes damage processing up also have difference."WuChang Lin said,Regardless of the cause of the tourists personal injury,No matter whether the travel agent shall be liable for compensation,Travel agents and employees will collect relevant evidence,To help cope with the aftermath matters,For tourists to insurance company claim for compensation to provide help.

　　3 理性维权 防止“漫天要价”

3 the rational rights prevent"On wild speculations"

　　近几年来随着旅游者和旅游企业的维权意识明显增强，旅游投诉及旅游咨询、情况反映的来电来访明显增加，协调处理的工作量和难度也明显加大。在这一过程中，由于部分旅游者存在着非理性维权意识，所以也出现了一些维权过度或者不合理维权的情况。在长沙市旅游质监所受理的旅游投诉中，属于非旅游企业责任的比例高达65%。为此，长沙旅游质监部门提醒游客理性维权。

In recent years along with the tourists and tourism enterprise's rights consciousness has been stronger,Tourism complaints and tourist information/The situation reflects to visit increased significantly,Coordinate and deal with the workload and difficulty also significantly increase.In this process,Since some tourists there are irrational rights consciousness,So also appeared some rights over or not reasonable of rights.Tourism in changsha ZhiJianSuo accepts the tourism in the complaint,Belong to the tourism enterprise responsibility rates as high as 65%.therefore,Changsha tourism qualitative inspect branch remind visitors rational rights.

　　“部分旅游者的旅游活动期望过高，同时还抱着求全责备的心理，从而导致旅游者的认识和感受不能客观公正地反映实际的需求，再加上社会各界对于消费者维权的过度关注，使得一些游客动辄投诉，稍不满意就提出退款的非理性现象。”一位长期从事旅游调解处理的工作人员介绍，少数游客往往因为旅游企业服务的小问题，就以不乘机、不上车来要挟，故意把问题弄大，这类现象虽然总体上比例较小，但随着旅游的发展，维权过当的现象也大大增多了。

"Part of the tourists travel activities expectations,At the same time also hold nitpick psychological,Leading to the tourists know and feel not objectively reflect the actual demand,Combined with the social from all walks of life to consumer concerns over the rights,Make some visitors frequently complain,Not satisfied with just puts forward a refund of the irrational phenomenon."A long engaged in tourism mediate processing staff said,A few tourists often because of the tourism enterprise service small problems,Is not to seize the opportunity/Don't get on the car to coerce,Deliberately put up big,This kind of phenomenon although generally smaller proportion,But with the development of tourism,Rights to unnecessary phenomenon also greatly increased.

去不成泰国 春节旅游照样精彩

Go to a Thailand Spring Festival travel so wonderful

￥

￥4180 4180起

up

• ￥

  ￥4570 4570起

  up

  【中国国旅】拉萨+林芝+雅鲁藏布江双飞6日
• [CITS]Lhasa + nyingchi + the JiangShuangFei 6

• ￥

  ￥7280 7280起

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  【捷达旅游】魅力巴厘岛 尊贵浪漫6日游
• [Jetta tourism]Bali charm and romance 6 swim

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  ￥4180 4180起

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  【环境国旅】韩国首尔济州岛欢乐5日游
• [Environment not]Seoul jeju happy 5th to swim

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  ￥5080 5080起

  up

  【众信旅游】东南亚品质安心泰国7日游
• [The letter tourism]Southeast Asia quality at ease Thailand 7 to swim

• ￥

  ￥2950 2950起

  up

  【捷达旅游】澳进港出 港澳5日品质团队游
• [Jetta tourism]Macao port out of Hong Kong and Macao 5th quality team to swim

• ￥

  ￥15800 15800起

  up

  【众信旅游】欧洲童话城堡 德国法国瑞士10日
• [The letter tourism]European fairy tale castle Germany France Swiss 10

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  ￥3659 3659起

  up

  【携程旅游】哈尔滨冰灯＋太阳岛雪雕双卧5日
• [Ctrip travel]Harbin BingDeng + sun island double takes 5 days

非洲的那些惊悚事儿

Africa's those terrible thing

老外带充气娃娃度假

A foreigner with inflatable dolls on holiday

泰国清迈 真正的美人窝

Thailand real beauty nest

图揭朝鲜军人真实生活

Map the north Korean military real life