日前，一则反映导游拿高回扣的报道，把海南推向舆论的风口浪尖。

a,A tour guide and reflect the high commission report,The hainan to the opinion in the teeth of the storm.

　　从2012年春节的“宰客门”，到安徽老人因遭遇旅游陷阱给海南省长写投诉信，再到本次的导游高回扣事件，海南旅游业好似“乱象难止”。问题出在哪？记者走访导游、旅行社、旅游协会及旅游管理专家，一探究竟。

From 2012 years of the Spring Festival"Rip off the door",The old man suffered by anhui province tourist trap to hainan to write the letter of complaint,To the tour guide high rebate event,Hainan tourism is like"Mess difficult to stop".The problem is?Reporter visit guide/Travel agency/Tourist association and tourism management experts,descend.

　

　导游为何拿回扣？ Why guide take kickbacks?

　　无合同无工资无社保 No contract no pay no social security

　　依靠购物找回“利润” Rely on shopping back"profit"

　　小曾做导游只坚持了半年，今年便回到培训师岗位。

Small ceng zai tour guide do insist on for half a year,This year will return to training specialist position.

　　“压力太大了，接一个低价团，每天每位游客接待费亏损三四百元，需要增加三四个景点或购物点才能补回来。如果亏空补不上，就得自己掏钱‘填坑’。”小曾说。

"Pressure is too big,Pick a low group,Every day each tourist entertainment losses of $-,Need to increase the three or four spots or 购物点 can repair back.If does not fill in the hole on,It will have to pay‘Fill pit’."Small ceng zai said.

　　当记者说到“回扣”时，小曾立刻纠正：“我们业界都叫‘佣金’，属于合理收入。导游没有工资，没有社保，唯一的收入就是它。”

When the reporter said"rebate"when,Small ceng zai immediately correct:"We call the industry‘commission’,Belong to reasonable income.Tour guide does not receive wages,No social security,It is the only income."

　　小曾介绍，佣金的比例，由旅行社和购物点商家约定，通常为20%—30%。商家先把佣金给旅行社，旅行社再与导游结算。导游只要拿到出团行程单，便和旅行社形成“自然”合作关系。行程结束，双方结算佣金，合作关系终止。

Small ceng zai is introduced,The commission rate,The travel agency and 购物点 businessman agreed,Usually 20% - 30%.Businessmen first to travel agency commission,Travel to and guide settlement.As long as the guide to group itinerary,They and the formation of travel agency"natural"relationship.Stroke end,The settlement commission,Cooperation relationship is terminated.

　　“只有接团费较高的旅行团，才能正儿八经拿到导游服务费。”小曾说，“作为导游，我们更喜欢接高价团，每天拿200元的导游服务费，压力不那么大。可惜高价团不多。”

"Only after the tour cost is higher,To supply to the tour guide service charge."Small ceng zai said,"As a guide,We are more willing to take high group,With 200 yuan every day tour guide service charge,Pressure is not so big.A few high group."

　　对此，北京交通大学旅游管理系教授王衍用表示，一些旅行社为拉拢客源，采用“零负团费”的营销方式，通过降低旅游质量、增加旅游购物消费“找回”利润。同时，为了降低风险，旅行社将矛盾转嫁到导游身上。

this,Beijing jiaotong university department of tourist management professor with WangYan said,Some travel agency for gain customers,the"Zero negative cost"Marketing way,By lowering the quality of tourism/Increase tourism shopping consumption"find"profit.At the same time,In order to reduce the risk,Travel will be passed on to guide, contradiction.

　　海南一家旅行社的负责人陈温(化名)告诉记者，该旅行社常用导游200多人，但只为20多位服务高端旅游团的导游上了社保。出于成本考虑，大多数旅行社不愿意“养导游”，双方极少签订用工合同。

Hainan a travel agency in charge of the ChenWen(alias)Told reporters,The travel guide commonly used more than 200 people,But for more than twenty service high-end tour guide on the social security.Due to the cost consideration,Most of the travel agency is not willing to"A tour guide",The little sign labor contract.

　　那么，大部分导游归谁管理？

so,Most of the tour guide who return to management?

　　“多数挂靠在省导游管理中心。问题是他们之间不存在劳资关系，而是管理者和被管理者关系。管理中心只是向导游收取出团费。”陈温说，“在这种情况下，没有高额回报，谁愿意干这种劳心劳力、起早贪黑的活？我做旅游20多年，改善从业人员待遇问题提了多少年，还没有改变。”

"In most provinces to guide management center.The problem is they does not exist between labor relations,But the administrators and the administrated relationship.Management center is to guide the membership fee charge."ChenWen said,"In this case,No returns,Who is willing to do such knowledge labor/Live all?I do travel twenty years,Improve employees pay the question how many years,Haven't change."

　　三亚市旅游协会秘书长谢祥项也认为，导游有从业资格却不能被正式聘用是症结所在。“导游被抛弃，很容易走向坑蒙拐骗。”

Sanya tourist association secretary general XieXiang item also think,Guides have qualifications but cannot be formal employment is the sticking point."Guide abandoned,Very easy to KengMeng kidnap."

　　孙海(化名)在万宁兴隆的咖啡厂是旅行团经常光顾的购物点。在他看来，导游证把关不严也是重要因素。这致使现有从业人员素质太低，只寻求利益最大化。

Sun hai would(alias)In WanNing big coffee plant is frequented by 购物点 group.In his view,Tourist certificate control is lax is also an important factor.This causes the existing employees quality is too low,Seeks only to maximize profits.

　

　灰色链条怎样破除？ Gray chain how to break?

　　公开旅游消费价格 Public tourism consumption price

　　改变国人消费意识 People change consumer consciousness

　　孙海的咖啡厂按照25%—30%的比例给旅行社支付佣金。他建议，旅游管理部门应实时测算并公布旅游价格，供游客参考。如果游客了解到旅游的花费，就不会轻易报低价团。

Sun hai would coffee plant according to 25% - 30% of the proportion to the travel agency to pay commissions.He suggested that,Tourism administration department should real-time calculation and published tour prices,Visitors for reference.If visitors to know the cost of travel,Will not easily to low group.

　　孙海说，海南、云南等旅游大省是“零负团费”瞄准的热点地区。这种畸形消费之所以有市场，与游客贪便宜不无关系。

Sun hai would say,hainan/Yunnan province is a big tourist"Zero negative cost"Aim at the hotspots.This deformity consumption is market,And visitors is anxious to get things on the cheap relationship.

　　王衍用表示，导游通过服务赚取佣金是国际通例，只不过国外多采取支付小费的方式，而国内因为不公开、不透明，标准不一、方式多样，成了备受诟病的吃“回扣”。

WangYan said with,Guide through the service earn commission is established international,But foreign take tipping way,And domestic for private/opaque,Different criteria/Various ways,Has become for eating"rebate".

　　“旅行社没有客流量就没有话语权。价格是国人旅游首要考虑的因素。目前，海南还处于靠客流量赚取利润的阶段。”陈温认为，做散客拼团的旅行社是“零负团费”的始作俑者。他们不做直营品牌，唯一的营销手段就是打低价牌。面对市场竞争压力，一些直营品牌旅行社也不得不做低价产品，最后变成了“劣币驱逐良币”。

"Travel no passenger volume is not right.The price is people travel of first consideration factors.At present,Hainan is still in the stage of passenger by profit."ChenWen think,Do individual traveler spell group's travel service is"Zero negative cost"the.They don't do retail brand,The only means of marketing is to make low brand.In the face of market competition pressure,Some retail brand travel agency also have to do low price product,Turned out to be a"Bad money out good money".

　　“海南旅游的问题出在定位错误。这样的生态小岛，不应该追求数量效应，应从大众观光游为主变为中高端度假游为主。”王衍用强调，好的中高端度假旅游，不以花费为标准，而是以游客的文明程度、旅行社的服务质量来衡量。

"The problem of hainan tourism in the positioning error.Such ecological island,Should not be the pursuit of quantity effect,We should give priority to public sightseeing tour in a high-end holiday tour is given priority to."WangYan with emphasis on,Good in high-end holiday travel,Not to spend for the standard,But with a tourist's civilization/Travel service quality to measure.

　　旅游乱象如何监管？ How to regulate tourism mess?

　　提高行业准入门槛 Improve the industry admittance threshold

　　改善导游相关待遇 Improve the guide related treatment

　　近年来，对旅游不良现象的曝光，海南省均及时做出积极回应，对违规个人、单位予以严惩。

In recent years,To tourism unhealthy phenomenon exposure,Hainan is in time make positive response,To deal with the crime of personal/Unit to be severely punished.

　　“旅游不仅是产业，更是塑造区域形象、促进社会经济发展的重要手段。而过多地批复旅行社，缺乏强有力的监管措施，必将导致问题频发。”王衍用建议，旅游管理部门不要搞刮风式执法，应从源头抓起，扶持实力强、信誉好的旅行社，整顿、取缔不具备条件的旅行社，遏制无序竞争局面。

"Tourism is not only the industry,Is shaping the image/To promote social and economic development of the important means.Too much travel and reply,The absence of strong regulatory measures,Will lead to frequent problems."WangYan with Suggestions,Tourism management department don't get windy type law enforcement,Sources should be,Support strength/Reputable travel agency,rectify/Ban does not have the conditions of the travel agency,Contain disordered competition situation.

　　海南省旅游研究会副会长蒙乐生认为，旅游管理部门应提高行业准入门槛。“有些违规旅行社改个名字又冒出来，说明目前的处罚还比较轻。”

Hainan tourism research board vice-chairman have she think,Tourism administration department should improve industry admittance threshold."Some illegal travel change a name and come out,Explain the punishment is relatively light."

　　“很多时候，发生了问题，不能单靠执法部门解决。”谢祥项建议，旅游管理部门可以联合行业协会来整治，让行业协会参与市场监管。

"Most of the time,Problems occured in the,Not only by law enforcement departments to solve."XieXiang proposal,Tourism management department can joint industry association to improvement,Let industry association to participate in market regulation.

　　海南旅游业也曾尝试过行业自律。去年5月，海南13家主要接待全国散客的旅行社共同签署《海南“全国散客旅游接待”诚信自律公约》，统一散客拼团行程及服务标准，向“零负团费”说不。

Hainan tourism have tried self-discipline.Last may,Hainan 13 main reception home the individual traveler travel agent signed[hainan"The individual traveler tourism reception"Integrity self-discipline],Unified individual traveler spell group travel and service standards,to"Zero negative cost"Said don't.

　　“现实中，行业自律收效甚微。因为整体报价差距较大，同一线路的产品，做散客拼团的旅行社报价比直营品牌旅行社至少低500—600元。”陈温说。

"reality,Self-discipline had little effect.Because the overall price difference is bigger,The same line of products,Do individual traveler spell group's travel agencies offer travel retail brand than low at least 500-600 yuan."ChenWen said.

　　对于导游的管理，王衍用建议实施导游服务费制度，将此项费用列入国内旅游团的旅游合同中，成为导游的合法收入，从而改善其待遇，提高服务质量。谢祥项则建议改革导游的薪酬体系，成立导游服务公司，明确劳资关系，通过制度约束和制度保障让导游靠服务赚钱。

For the management of the tour guide,WangYan use suggested tour guide service charge system,The cost will be included in the domestic the tourism contract,Become a guide legal income,So as to improve its treatment,Improve the service quality.XieXiang item it is suggested the reform of tour guide salary system,Tour guide service company was established,Clear labor relations,Through the institutional constraints and the system guarantee to make money on the tour guide service.

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