吴女士跟老公在途牛网上报了今年2月7日出发的越南岘港五日游，总共费用是13150元，但在1月30日，她发现自己怀孕了，于是就致电途牛客服要求取消此次行程。客服人员表示，取消行程钱无法全额退，只退330元/人。

Ms wu in transit with the husband cow reported online this year on February 7, 5 hair to da nang, Vietnam,Total cost is 13150 yuan,But on January 30th,She found herself pregnant,Then call the way cattle customer service to cancel the trip.The personnel of the service said,Cancellation of money cannot be a full refund,Only a refund RMB 330 / person.

　　“2月7日，我们还是决定去了。但出发那天由于天气原因提早了集合时间，我人不舒服没有赶上，还是没能去成。途牛旅游网的工作人员在处理后期的问题时让我很不满意，所以我想请问怎么样能维护自己的权利？”吴女士问。

"On February 7th,We decided to go to.But on the day of departure due to weather conditions in advance a collection time,I'm uncomfortable not to catch up,Still failed to go into.Way cattle travel network staff in dealing with late let me very dissatisfied,So I would like to ask how to safeguard their rights?"Ms wu asked.

　　面对吴女士的困惑，记者主动联系了途牛旅游网，并采访了杭州市旅游质监所的相关人士。

In the face of Ms. Wu,Reporter reached out to the way cattle travel network,And had an interview with hangzhou tourism ZhiJianSuo relevant personage.

临行退团，根据实际损失，按合同赔偿不到10% He left out group,According to the actual loss,According to the contract compensation is less than 10%

　　根据吴女士的说法，记者找到了途牛旅行网的公关部相关负责人证实整个事件。

According to ms wu,Reporters found the way cattle travel network, the relevant person in charge of marcom confirmed the whole event.

　　“吴女士于2013年1月24日预定了预订了2月7日杭州出发的"岘港-顺化4晚5日游"线路。1月30日，吴女士致电我们告知已怀孕，我们的客服考虑客人的特殊情况，为保障客人安全建议客人退团，并根据旅游合同和实际情况向客人反馈了退团损失。”途牛旅游网相关负责人将整个过程向记者讲述：“1月31日，我公司客服再次与客人确认退团事宜，客人表示不退团；考虑到客人的具体情况，客服请客人协助签署孕妇出游须知及健康申明，客人拒绝签署。”

"Ms wu on January 24, 2013, booked the reservation on February 7th hangzhou the departure"Da nang - 4 nights 5 days tour of hue"line.On 30 January,Ms wu called us to inform was pregnant,Our customer service considering the guest's special situation,In order to ensure the security of the guest suggest the guest check out,And according to the actual circumstance of tourism contract and feedback to the guest the return loss."Way cattle travel network related personnel told reporters of the entire process:"On January 31,,I once again confirm with the guest leave company customer service issues,The guest said don't leave;Considering the guest's specific situation,Customer service the guest signed help pregnant women to travel information and health declaration,Guest refused to sign."

　　吴女士说，按着合同上写，31号退团按理是可以赔偿85%，为什么每人只能退赔330元？

Ms wu said,According to contract written on,31 leave arguably could be 85% to pay compensation,Why can range 330 yuan per person?

　　途牛网公关部相关负责人向记者解释说：“因为吴女士选择的是一条包机线路，而且时间是在春节期间，所以，在她24号下了订单之后，我们也在第一时间就支付了机票和酒店费用，这个费用在她发现自己怀孕之前，就已经产生了。旅行已成团，旅行社已经递交签证材料，该签证费用已经产生。而吴女士所指的85%的赔偿费是在旅行社没有任何损失的情况下，但是我们的实际费用已经产生了。”

Way cattle network the relevant person in charge of marcom explained to the reporter:"Because ms wu is a charter flight route to choose,And time is during the Spring Festival,so,Under her 24, after the order,We are also pay for the ticket and hotel costs,This charge before she found herself pregnant,Have been produced.Travel has been together,Travel agencies have to submit the visa materials,The visa fee has been done.And ms wu was referring to 85% of the compensation is without any loss in travel agency,But our actual cost has produced."

赔的钱，是这样算出来的 Pay the money,Is calculated in this way

　　记者了解到，根据国家旅游局和国家工商行政管理总局制定的《团队出境旅游合同》第十七条，“旅游者在出发前提出解除合同的，应当按下列标准向出境社支付业务损失费：出发当日，按旅游费用总额90%。如按上述比例支付的业务损失费不足以赔偿出境社的实际损失，应当按实际损失对出境社予以赔偿，但最高额不应该超过旅游费用总额。”

The reporter understands,According to the national tourism administration and the state administration for industry and commerce[Outbound tourism contract team]Article 17.,"Tourists before leaving put forward to cancel the contract,Shall be in accordance with the following standard pay to exit from the club business damages:On the day of departure,According to 90% of the total travel cost.Such as pay according to the proportion of business damages are insufficient to compensate for the exit from the club's actual loss,Should pay compensation according to the actual losses to exit from the club,But should not exceed the maximum total travel cost."

　　途牛旅游网公关部负责人给记者算了一笔帐，吴女士报的团，团费为6575元/人，2人总计13150元。吴女士是临出发前退团，实际损失6055元/人(包含机票、酒店、签证等费用)，2人总计12110元。途牛旅游网为他们申请了机票退税190元/人，合计380元；退还客人未产生费用330元/人，合计660元。两项总计退还现金费用1040元。

Way cattle travel network marketing communications director for journalists to an account,Ms wu group,Membership fee is RMB 6575 / person,2 people a total of 13150 yuan.Ms wu is before you go back in the group,Actual loss of 6055 yuan/person(Contains the ticket/The hotel/Visa fees),2 people a total of 12110 yuan.Way cattle travel network as they applied for ticket refund RMB 190 / person,Amounted to 380 yuan;Refund the guest did not produce costs RMB 330 / person,Amounted to 660 yuan.Two a total refund cash costs 1040 yuan.

　　因为考虑到客人实际情况，途牛旅游网启动特殊原因退订保障工具，额外承担怀孕客人产生的实际损失，以旅游券的形式补偿客人价值6055元的途牛旅游券。

Because consider to the guest's actual situation,Way cattle travel network launched special reasons unsubscribe security tools,The actual loss of the take pregnant guests,In the form of a voucher worth $6055 to compensate the guest the way cattle travel ticket.

据了解，吴女士并不满意这样的答复。那么，途牛网这样的处理方式，是否合理？ We have learned,Ms wu was not satisfied with this reply.then,Way cattle mesh such treatment,Whether reasonable?

　　记者联系采访了杭州市旅游质监所投诉管理科，其中一个姓姜的工作人员告诉记者，原则上来说，客人临行前退团，退还的费用是需要扣除旅行社在整个过程中已经产生的费用。这个投诉已经在受理中，因为当时的导游目前正在国外带团，需要再联系上导游确定完所有的细节之后，才能有一个合适的处理意见。

Contact reporter interviewed ZhiJianSuo complaints of hangzhou tourism administration section,One of the surname jiang staff told reporters,In principle,The guest before he left back,Refund fee is deducted to the travel agency has generated in the process.The complaint has been accepted,Because at the time of tour guide is now in the abroad,Need to contact the tour guide to determine all the details later,To have a suitable processing opinion.

　　3.15来临之际，旅游服务质量再度成为大家关注的话题，而作为普通游客的你，是否了解过你所拥有的权益以及需对旅游合同承担的责任？当你的权益受到侵害的时候，你是否能正确地捍卫自己的正当权益？

3.15 coming,Tourism service quality become the subject of attention again,And you as an ordinary tourists,Ever know that you have rights and needs of tourism contract responsibility?When you have the rights and interests are violated,If you can properly defend their legitimate rights and interests?

　　如果你遭遇到类似的，或其它纠结的维权事件，可以关注钱江晚报悠游天下官方微博或者关注钱江晚报悠游天下官方微信，还可以拨打本报记者电话0571-85311563进行投诉。

If you encounter similar,Or other tangle of rights,Can focus on qianjiang evening swims the world's official weibo world official micro letter or pay attention to the qianjiang evening news,Can also call our newspaper reporter 0571-85311563 complaints.

　　作者：黄蕾 (来源：浙江在线－钱江晚报)

The author:Huang Lei (source:Zhejiang online - qianjiang evening newspaper)