近年来，随着我国外出旅游人数的不断增多，随之而来的旅游投诉也屡见不鲜。在我们为消费者法律意识的增强感到欣慰的同时，不少旅行社也大倒苦水，称由于部分消费者在维权中太过敏感，甚至出现过激行为，导致“过度”维权事件频发。业界呼吁，消费者在旅游过程中遭遇侵权时，维权一定要理性，采取极端方式“过度”维权，也可能违法。

In recent years,Along with the increasing number of travelling fans,The resulting tourist complaints also common occurance.In our law consciousness enhancement of relief for consumers and at the same time,Many travel agencies have big trouble,Because of some too sensitive in the rights of consumers,There are even excesses,Lead to"Too much"Rights happened frequently.The industry calls for,When consumer is a tort in the process of tourism,Human rights must be rational,Extreme ways"Too much"The rights,Also may be illegal.

　　案例1

In case 1

　　游客报团后签证批不下 签证费要旅行社“买单”

Visitor visa after reported to the group of visa fee to the travel agency"To foot the bill"

　　今年2月份，游客陈先生及家人在广州某旅行社报名欧洲游签注。合同中，旅行社写明了游客如果因自身原因被拒签，已发生的费用不予退还。陈先生表示认可并签了字，交纳了签证费和手续费近3000元，并预交了3000元团费。几天后，旅行社通知陈先生的签证申请未获批准。陈先生要求旅行社将签证费以及预交团费全部退还。旅行社方面却坚持合同，称只能退还未发生的团费3000元，双方起了争执。

In February of this year,Visitors to Mr. Chen and his family a travel agencies in guangzhou tourism visa in Europe.In the contract,Travel agency what visitors if was denied due to its own reason,There have been costs will not be returned.Mr. Chen agreed and signed,Pay the visa fee and handling fee of nearly 3000 yuan,And accepting $3000 membership fee.After a few days,Travel agency to inform Mr. Chen's visa application is not approved.Mr.chen asked travel agency return all visa fees and pays the fees paid.Travel service has insisted on the contract,Said refund not paid 3000 yuan only,Over the two sides.

　　专家：在执行合同中，旅行社整个操作过程并无不妥，陈先生被拒签和旅行社并无关系。按照国家旅游局制定的《中国公民出境旅游合同》，因旅游者提供材料存在问题或其他自身原因被拒签的，相关责任和费用由旅游者自行承担，组团社将未发生的费用退还旅游者。

experts:In the execution of the contract,There is nothing wrong with this travel agency the entire operating process,Mr. Chen is rejected and the travel agency and no relationship.According to the national tourism administration[Chinese citizens outbound tourism contract],For tourists to provide material problem or other reason is rejected,The responsibility and charges shall be borne by the tourists,ZuTuanShe fee will not refund the tourists.

　　案例2

Case 2

　　遇大雨不尽兴集体“罢游”

Encounter heavy rain not enjoy collective"Go to swim"

　　去年11月，广州某旅行社组织20名游客观光庐山旅游景点，期间遭遇大雨，导致游客不能尽情观赏庐山全貌，此外，该旅行社派来接应的大巴因路况欠佳出现了一个小时的延误，于是，该团多名游客在当天下午3时左右集体“罢游”，并要求在宾馆延住一晚。

In November last year,Guangzhou lushan agencies a 20 tourists sightseeing tourist attractions,During a heavy rain,Lead to tourists can enjoy viewing lushan landscape,In addition,The travel agency to send to meet the bus because of poor roads appeared an hour delay,so,The group of tourists collective around 3 PM in the day"Go to swim",And demand in the hotel for one night.

　　专家：根据《旅行社质量保证金赔偿试行标准》的规定，由于不可抗拒力因素或旅游者本身原因造成旅游者经济损失的，旅行社不承担赔偿责任。游客在维权时应防止类似于过激行为，应该通过事后与旅行社协调解决。

experts:According to the[Travel service quality margin pilot standards for compensation]The provisions of the,Due to force majeure factors or tourist economic losses caused by the tourists themselves,Travel agent does not assume liability to pay compensation.Visitors should prevent when rights similar to excesses,Should be solved through coordination with travel agency later.

　　案例3

Case 3

　　大巴迟到旅客拒绝登车

The bus was late passengers refused to board

　　周先生于去年12月随广州一旅行社参加澳门一天游，出发时旅行社通知是晚上8时半从珠海准时回程，但一直等到晚上约10时，旅游车才抵达汇合地点。期间，周以及其他团友多次向导游询问原因，但导游都含糊其辞。周先生等人一度拒绝登车返回广州，折腾至深夜才返回广州的他第二天将该旅行社投诉到政府热线。

Mr. Zhou last December with a travel agency in guangzhou one day tour in macau,Start when the notification is a night at 8 and a half from zhuhai to return on time,But until about 10 PM,The bus arrived in confluence site.During the period,Zhou and other group members why repeatedly asked the tour guide,But the tour guide is vague.Zhou et al., once refused to board to return to guangzhou,Toss into the middle of the night did not return to him the next day will the travel agency in guangzhou to government hotline complaints.

　　专家：在协商处理中，该旅行社后来表示当天8时左右旅游车从珠海拱北地下停车场向旅客上车点开出时，发生了交通事故，因而耽误了8时半回程的约定。而旅游合同上规定“在旅游中，当发生不可抗力的情况，旅行社不得不调整时间安排的，不承担责任”。但由于该旅行社未及时和游客沟通，被责令向周先生道歉。

experts:In the negotiation process,The 8 PM on the day of travel agency later said the bus from zhuhai gongbei underground parking garage to open when the passenger pick-up point,There was a traffic accident,Thus causing the delay at 8 and a half return agreement.The tour is provided in the contract"In the travel,When an event of force majeure occurred,Travel agencies have to adjust the time arrangement,Do not assume responsibility".But due to the travel agency not timely communicate with tourists,Was ordered to apologize to Mr Zhou.

　　旅行社：过度维权会伤及旅游业

Travel agency:Excessive rights will hurt tourism

　　对于游客的“过度”维权行为，旅行社也表示无奈。“我们支持游客维权，但一定要适度。对旅行社来说，如果自己并无过错，不妨挺起腰杆对簿公堂，用法律途径，公正地解决问题。”广州一知名旅行社相关负责人称。

For tourists"Too much"Human rights act,Travel agency also said helplessly."We support the rights of the visitor,But must be moderate.For the travel agency,If their is no fault,May wish to stand erect in court,Using legal means,To solve the problem honestly."Guangzhou a famous travel agency is responsible for the related person.

　　因此，业界呼吁，随着中国旅游业不断发展壮大，也使旅游观念、法规准则、游客素质不断完善提升，各地出行高峰难免出现这样那样的投诉和摩擦，这是观念与现实的更迭碰撞。在侵权、维权的彼此较量中，中国旅游业才能一步步走向成熟。“过度”维权是一把双刃剑，把握不好“度”伤及的不仅是游客自身，更会伤害中国的旅游业。

so,The industry calls for,With China's tourism is growing stronger,Also make the tourism concept/Regulations, rules/Visitors continuously improve quality,Travel peak around the hard to avoid appear this or that kind of complaint and friction,This is a change of idea and the reality collision.In tort/The rights of the battle each other,China's tourism industry to mature step by step."Too much"Human rights is a double-edged sword,Grasp is not good"Degree of"Hurt not only the tourists themselves,More will hurt China's tourism industry.

　　监管部门：过度维权损失游客须承担

regulators:Excessive loss of rights visitors shall bear

　　每年出行高峰以及3.15期间，旅游投诉争议频现，针对各种维权投诉问题，广东旅游质监所负责人建议，消费者者在旅游过程中，与导游等旅游服务人员或其他人员发生纠纷时，要冷静对待，避免言行过激，否则由此扩大损失，旅游者要承担赔偿责任。

Every year during the travel peak and 3.15,Tourist complaints disputes appear frequently,According to various human rights complaints,Guangdong tourism ZhiJianSuo head are suggested,In the process of tourism consumers,With tour guides and other tourism service staff or other staff when dispute occurs,Want to calm,Avoid words and deeds ultra,Otherwise the loss,Tourists should assume liability to pay compensation.

　　特别是在如今的旅游投诉中，“过度”维权形式花样百出，常见的表现形式及危害，如：谩骂有关责任人或与旅游者直接联系的导游、领队甚至对其围攻、撕扯、推搡等；损坏公共财物，如对机场座椅肆意踩踏等；占用旅游设施和公共财物。

Especially in today's tourist complaints,"Too much"Rights form variety,Common manifestation and harm,Such as the:Diatribe about responsible or direct contact with tourists tour guide/The manager even siege to it/tear/Pushing, etc.;Damage the public property,Such as the airport seat wantonly trample;Tourist facilities and public property.

　　广东旅游质监所负责人特别提醒游客，在旅游消费过程中，切勿动辄采用“拒绝登机”、“强行脱团”等极端措施，否则，不但可能维权失败，而且由此造成的相关损失也要由“过度”维权的游客承担。

Guangdong tourism ZhiJianSuo head special remind tourists,In the process of tourism consumption,Do not often use"Denied boarding"/"Forced to take off the ball"Extreme measures such as,otherwise,May not only fail to protect their rights,And the related loss caused by"Too much"The rights of tourists.

　　链接

link

　　18元一日游别期待太高

18 yuan a day don't expect too much

　　中山一日游18元，香港一日游38元，街边派发的传单中，类似低价出行的广告吸引了市民的关注。但就交了这么点钱，真能尽兴出游吗？家住越秀区的王小姐日前投诉，其报名参加某知名旅行社近期推出的38元香港一日游，旅行社承诺包去程大巴、一个午餐和景点游览。按行程，上午11时游客到达香港，午饭后大约是下午1时，整个行程预计在晚上7时结束。但短短几个个小时内，游客必须进3个购物点，每个购物点约半个小时，去掉路上的时间，实际游览时间不到两个小时，而所谓的景点都是不用门票的公众场所。

A day at the zhongshan 18 yuan,Hong Kong operates 38 yuan,Street handing out leaflets,Similar low-cost travel advertisements to attract the attention of the public.But made so little money,Really enjoy to travel?Who lives in yuexiu district of miss wang has a complaint,The sign up for a famous travel agency recently launched 38 yuan one-day tour of Hong Kong,Travel agency promises package to ride the bus/A lunch and scenic locations.According to the schedule,11 when the visitors arrived in Hong Kong,After lunch is about 1 PM,The whole trip is expected to finish at 7 PM.But just a few hours,Visitors must into three shopping,Each shopping around half an hour,Get rid of the time on the road,Actual time less than two hours,The so-called tickets for scenic spots are not in the public places.

　　对此，专家认为，“羊毛出在羊身上”，一分价钱一分货，游客切莫被低廉的价格和一些令人心动的承诺所吸引。到底多少钱才能出行，游客在出发前还是要和旅行社白纸黑字写清楚。

For this,Experts say,"The wool is on sheep's body",A price points a points goods,Tourists do not by low price and some exciting attracted by the promise.How much money to travel,Tourists and travel agencies or before we start to write clearly in black and white.