被投诉对象： Are complaints object:

　　艺龙旅行网(美国纳斯达克上市公司，股票代码NASDAQ：LONG)

Elong travel network(The nasdaq-listed company in America,The NASDAQ stock code:LONG)

　　被投诉产品： Are complaints product:

　　网上订单支付路径

Online order payment route

　　投诉线索： Clues to complaints:

　　在艺龙网上预订酒店，在没有通过网银平台或第三方支付通道，以及未进行密码输入的情况下，即可完成支付，消费者认为存在重大漏洞。

Booking hotel in elong,Without through the online banking platform or third-party payment channel,And not for password input,To complete payment,According to consumers, there are big holes.

　　事件经过 Of the incident

　　在广州越秀区某事业单位供职的李先生，3月1日向南都反映，其2013年2月28日10时在艺龙网站预订酒店。其在首页点击“酒店团购”，进入某快捷酒店的预定页面。而在选定了心仪的房间后，李先生输入了手机号，并选择招商银行信用卡作为支付方式，在下一个页面中，输入卡号、姓名、信用卡有效期以及申请信用卡时填写的证件-身份证号码，点击“确认信用卡信息，提交”按钮后，李先生的手机上收到一条招商信用卡发来的消费通知信息，告知其已成功消费336元(房费为168元/天)。

In a certain institution in yuexiu district of guangzhou at Mr. Li,March 1 to SMW,On February 28, 2013 in elong website booking hotel.The home page click on"The hotel group buying",Enter the page of a shortcut to hotel.After selected the right room,Mr. Lee input hand immediately,And select the China merchants bank credit card as a payment method,On the next page,Enter the card number/The name/Credit card is valid and fill in the documents - when apply for a credit card id number,Click on the"Confirm the credit card information,To submit"After the button,Mr Lee received a merchant credit card on your mobile phone from consumer notification information,Told that their spend $336 has been successful(Room rate is RMB 168 / day).

　　诉求：完善网上订单支付功能安全性 appeal:Improve the function of online order payment security

　　◎事主说法： When the Lord said:

　　艺龙网在支付功能设置上有重大漏洞。其支付功能，不仅没有转入网银平台或通过持合法牌照的第三方支付公司支付通道，而且在未输入过任何验证码、交易密码等安全措施的情况下，实现扣费。而李先生的招商信用卡本身是设置了查询密码、交易密码的。

Elong has significant vulnerabilities in payment feature set.The payment function,Not only into the online banking platform or through a legal license third-party payment companies pay channels,And do not enter any verification code/Transaction password security measures, etc,Realize the deduction.And Mr Lee's investment promotion credit card in itself is to set the query password/Transaction password.

　　姓名、身份证号码、银行卡号码及有效期等信息并不难获得，一旦被他人掌握，便可以在此网站轻松消费。尽管信用卡发卡行有消费短信提醒，但是这种消费是不可逆转的，且维权成本过高。

The name/Id card number/Information such as bank card number and period of validity is not difficult to obtain,Once by others,Can be in this website easy consumption.Despite consumer credit card issuer SMS alerts,But the consumption is irreversible,And the high cost of human rights.

　　◎当事方一：艺龙网 When party a:elong

　　艺龙旅行网CEO崔广福 Elong travel network CEO guangfu cui

　　“这不是安全漏洞问题” "This is not a security vulnerability"

　　这并不是一个安全漏洞问题。信用卡支付不需要输入交易密码，这是国际惯例。包括国内多家在线支付网站也选择这种支付路径：输入个人的身份确认信息及所持银行卡号进行支付，并不需要动态密码、交易密码等。这是信用卡组织、商户和广大消费者在平衡了交易效率和安全后，做出的选择。艺龙本身设置了防欺诈小组，会在用户输入信息时进行内部数据审核；同时也会通过第三方数据库，根据其不断更新的信用卡被盗风险审核。根据审核情况，高风险的信用卡将被拒付。

This is not a security vulnerability.Credit card payments do not need to input password,That's international practice.Including many online payment site also choose this payment route:Enter a personal identification information and held by the bank card number for payment,Don't need dynamic password/Trade password, etc..This is credit card organization/Merchants and consumers in the balance after the transaction efficiency and safety,Make a choice.Elong itself sets the fraud team,When the user input information data for internal audit;At the same time also can through the third party database,According to the updated credit card stolen risk audit.According to the audit,High risk credit card will be refuse to pay.

　　用户出于安全心理，认为动态密码、交易密码输入等，在用卡安全上加了一层保障。我们认可消费者的安全顾虑，但是交易密码也不能完全保障用户的信用卡被盗用的风险。交易密码最大的问题是给交易增加时间和交互步骤成本，尤其是当消费者用手机预订时，交互手续上的繁琐将无法忍受。艺龙提供的机票、酒店预订，价格和库存是实时更新的。如果因为交易流程繁琐，以及网络通道问题不能及时发送动态密码，导致用户无法低价成功购票或预订酒店，则会给用户和艺龙双方造成损失。

User for security,That dynamic password/Transaction password input, etc,Add a layer of security in card security.We recognize security concerns of consumers,But the trading password cannot fully protect the user's credit card stolen.Transaction password the biggest problem is to increase the time cost and interactive steps,Especially when the consumer when using a mobile booking,Interactive formalities trival will not be able to endure.Elong to provide air ticket/Hotel reservation,Prices and inventory is updated in real time.Because if the transaction process trival,As well as the network channel dynamic password issue could not be sent in time,Lead to users can't low price ticket or booking hotel success,Will be losses to both users and elong.

　　中国所有银行在信用卡扣款交易后，都会第一时间向消费者手机发送短信。如果消费者发现盗刷，应该即刻向银行投诉，银行就会马上拒绝支付或者对消费者进行赔付；消费者也应立即向艺龙投诉，艺龙收到投诉后，会及时与银行核实，并与商家联系取消订单，并将已扣取费用返还。此外，如果信用卡被盗刷，被害方是在几天后才发现，而此时盗刷信用卡方已经完成了消费。消费者应该向公安机关报案，经公安机关核实，艺龙愿意承担被害方的损失。

All of the bank of China after credit card debit transactions,Will be the first time mobile phone send text messages to consumers.If consumers found stolen brush,Should complain to the bank immediately,Banks will refuse to pay immediately or to pay for consumers;Consumers also complained to elong shall be immediately,Elong after receiving the complaint,Will check with the bank in time,And contact the vendor to cancel the order,And will return has been cutting costs.In addition,If the credit card stolen brush,Murder is discovered after a few days,While the stolen credit card have already completed the consumption.Consumers should report to the public security organ,Verified by the public security authority,Elong murder are willing to bear the loss.

　　◎当事方二：招商银行 When parties 2:China merchants bank

　　招行信用卡客服称，艺龙网确为合作方。且目前合作的商户，并非此一家在消费时不需提供密码。消费者在消费中出于安全考量，应谨慎选择网络交易平台。如果出现了银行卡被盗刷行为，及时向银行客户投诉。银行将会派专人向艺龙网以及入住酒店进行时间核实。

Bank credit card customer service said,Elong to partners.And the cooperation of the merchants,Isn't this a in the consumer does not need to provide a password.Consumers in consumption due to safety concerns,Should be careful to choose the network trading platform.If the bank card stolen brush,Customer complaints to the bank in time.The bank will send the specialist to the elong and hotel for time to verify.

　　律师说法 Lawyer said

　　广东粤广律师事务所张扬律师 Guangdong guangdong lawyers make public

　　艺龙有必要完善支付系统 Elong is necessary to perfect the payment system

　　艺龙网提供的仅仅是一种预订的服务，消费者所支付的款项，在性质上属于订金。“订金”是指当事人约定一方向对方给付一定的金钱作为订立合同的意思表示，合同履行后可冲抵相应款项。但订金并不具有担保作用，因此消费者在发现自己的卡被盗刷之后，应该在第一时间向艺龙网提出并要求取消订单并退还相应款项。艺龙网在合同并未实际履行的情况下，撤销原订单并退还相应的款项，否则需要承担消费者因此而造成的损失。

Elong is only a reservation service,Consumers pay the money,In nature belongs to the deposit."The deposit"Refers to the agreed by the parties to a direction of the other party to pay certain money as entering into a contract mean said,Can be offset by a corresponding payment after contract.But do not have deposit guarantee,So consumers after found himself card stolen brush,Should be in the first time put forward to elong and want to cancel the order and refund accordingly.Elong has not actual performance under the condition of the contract,Cancel the original order and refund accordingly,Otherwise need to bear the loss caused by so consumers.

　　对于艺龙网消费漏洞的问题，艺龙网有必要完善自己的系统，避免出现被人借机盗刷卡的情况发生。而对于消费者而言，应该要妥善保管自己的银行卡，避免银行卡信息泄露，因为若涉及该类维权诉讼追讨相应损失的时候，消费者往往难以举证证明自己已经尽到了妥善保管自己银行卡的义务，这样会因为举证不能而导致败诉的风险存在。

For elong consumption leak problem,Elong is necessary to perfect its own system,To avoid being stolen credit card case of opportunity.For consumers,Should properly keep your bank card,Avoid bank card information,Because if involves the rights of litigation for the corresponding loss,Consumers often hard evidence to prove they have obligation to properly keep your bank card,It will exist because of proof cannot lead to the risk of losing.

地接团：乌镇千岛湖3日游

To group:Wuzhen thousand island lake. 3

￥

RMB630 630起

since

• ￥

  RMB4800 4800起

  since

  【凤凰国旅】柬埔寨吴哥3晚5天团队游
• [Phoenix CITS]Cambodia's Angkor Wat 3 5 days late swim team

• ￥

  RMB5780 5780起

  since

  【捷达旅游】奢华普吉4晚6日团队游
• [Jet travel]Luxury phuket 4 6 night swim team

• ￥

  RMB3380 3380起

  since

  【捷达旅游】非凡升级版泰国6日团队游
• [Jet travel]Special upgrade Thailand 6 swim team

• ￥

  RMB4380 4380起

  since

  【众信旅游】韩国民俗 釜山安东庆州首尔5日
• [The letter to travel]5, Seoul folk busan Anton gyeongju

• ￥

  RMB6680 6680起

  since

  【凤凰国旅】清明狂欢！清曼芭提雅9日大暴走
• [Phoenix CITS]Qingming festival carnival!Qing, pattaya 9 big outbreak

• ￥

  RMB7788 7788起

  since

  【途牛旅游网】北京出发 迪拜阿布扎比6日游
• [Way cattle travel network]Beijing in dubai, ABU dhabi. 6

• ￥

  RMB11600 11600起

  since

  【众信旅游】丛林猎奇 南非太阳城8日尊享之旅
• [The letter to travel]Jungle in South Africa to see sun city 8, honour enjoy trip

酒店最销魂的床

Hotel is the most amazing bed

日本人眼中的中国游客

Japan in Chinese tourists

虚无缥缈的不只有雾霾

By not only mist haze

全球神秘蛇文化

Mysterious snake culture around the world