旅游是个特殊消费品，要想获得质价相符的服务，明白消费至关重要。3·15消费者维权日到来之际，消费者有一万个充分理由继续拍砖吐槽，但作为行业媒体，我们在报道维权的同时，也希望还原业界的原生态，助推行业良性发展。

Tourism is a special consumer goods,In order to get quality and price of services,Understand consumption is very important.3 · 15 consumer rights protection day is coming,Consumers. There are ten thousand good reasons to continue to clap brick vomit slot,But as the industry media,We reported on human rights at the same time,Also hope to restore original ecological industry,Booster industry healthy development.

　直击 投诉聚集地 Direct complaints

　　据记者从西安市旅游投诉中心了解，不完全统计数字显示，2012年西安旅游共收到投诉1600余件，与逐年激增的出游人群相比，万人投诉率在逐年下降。

According to reporters from the xi 'an tourism complaint center,Incomplete statistics show,In 2012 in xi 'an tourist complaints received more than 1600,Compared with the travel the surge of people year by year,Measured in ten thousand declined year by year.

　　“黄金周，小长假之后必然是一个投诉高峰。”西安市旅游投诉中心副主任李建坤表示，投诉的深层原因主要是目前旅游业的缓慢发展和游客对旅游业期望值迅速增长之间的矛盾。除此之外，部分景区的管理机构交叉重叠，景区内的购物店纠纷，假证泛滥导致的优惠政策执行难度高等也较为凸显，部分消费者一味求廉的消费观和行业恶性竞争催生的低价团，导游强制购物等均成为被投诉的重地。

""Golden week",Small long holiday is necessarily a complaint after peak."Xi 'an tourist complaints Li Jiankun deputy director of the center said,Complaints of deep reason mainly is the slow development of tourism industry and tourists to the tourism industry expectations, the contradiction between the rapid growth.In addition to this,Overlapping part of the scenic area management agencies,Scenic area in the shopping store,Flood caused by being a malicious witness privilege policy implementation difficulty higher are highlighted,Some consumers seek inexpensive consumption and industry vicious competition of low price,Complaints of forced shopping guide and so on have become important.

深挖 投诉背后缘由 Dig complaints reasons behind it

　　针对旅游投诉的重点现象和问题，记者走访多家旅行社了解到，对于行业内所出现的这些乱象，业内人士也感到困扰。

In view of the tourist complaints focus phenomena and problems,Reporter visited several travel agents learned that,For the industry of the mess,The personage inside course of study also feel confused.

　　“行业的无序竞争，造成游客利益受损，使旅行社和导游公众形象恶化，最终伤及的是整个行业的发展。”在分析造成这些乱象的根本原因时，西安康辉国内处经理孙鹏告诉记者：“一些同行作为一种营销策略推出的低价团，报名时火爆，投诉也高，让行业受损。事实上，旅行社将航空、酒店、景区等组合在一起构成一条完整的旅游链条，但在整个旅游链条中，旅行社是缺少话语权的，它无法左右航空公司、酒店、景区和汽车等关联行业。”

"Industry disorderly competition,Jeopardizing the interests of tourists,Worsen of travel agency and guides public image,Ultimately hurt the development of the industry."On the analysis of the root cause of the mess,Xi 'an comfort manager told reporters at his home:"Some peers, as a kind of marketing strategy of low price,Sign up when hot,Complaint is high also,Let industry is damaged.In fact,,Air travel will/The hotel/Scenic spots and so on together constitute a complete chain of tourism,But in the whole chain of tourism,Travel agency is the lack of voice,It doesn't about airlines/The hotel/Scenic spots and related industry such as automobile."

　　同时，公众旅游消费理念的不成熟也让品牌旅游企业颇为苦恼。“只看价格，这种一味求廉的消费习惯必然会导致旅途中购物不断。如果团费不足以支付旅行成本，肯定只能通过景点购物弥补损失，这也是容易造成投诉的一个重要原因。”中国旅行社总社西北有限公司总经理张小兵如是说。

At the same time,Public tourism consumption idea not mature brand tourism enterprises were also upset."Just look at the price,The seek inexpensive consumer habits will inevitably lead to shopping journey.If the membership fee is not enough to pay the travel costs,Surely only through shopping make up the loss,This is also an important cause of the complaint easily."China travel service co., LTD., general manager of northwest Zhang Xiaobing said.

　　曲江国际旅行社总经理邵毅强认为，集中的休假制度造成旅游资源在特定时间期内的相对短缺，也是投诉集中爆发的一个诱因。因此，引导消费者计划性的消费旅游，错开高峰，从而均衡惬意的消费旅游资源不失为上策。

Shao Yijiang think, general manager of qujiang international travel service,Concentration of holiday system caused by tourism relative shortage of resources in a specific time period,And complaints focused one cause of the outbreak.so,Guide consumers consumption of tourism planning,Stagger the rush,Which balanced comfortable spending tourism resources is the best policy.

解决 旅游回归美好 Solution to travel back to good

　　旅行本是一个充满无限美好的消费过程，而如今却误会重重。如何让旅游重归美好，业内精英纷纷发表了自己的看法。

Travel is a process of infinite beauty consumption,And now is misunderstanding.How to make good travel back,The industry elite, have published their own views.

　　宝中旅游总经理金倩认为，应该不断完善行业法律和管理制度，加强和提高业内专业服务修养与水平，引导理性旅游消费认知；西安运通铁道国际旅行社总经理李刚倡议媒体引导客人参加正规旅行团，抵制低价旅游团；中国旅行社总社西北有限公司总经理张小兵承诺，旅行社最好不要参与价格战；曲江国际旅行社总经理邵毅强提醒，跟团旅游务必签订旅游合同，这样可有效约束双方行为。天马旅行社出境部负责人吴晓寒建议，提高旅游业入市门槛，提高从业人员整体素质最为迫切。记者 宋美娜

Treasure Jin Qian think travel in general manager,Should constantly perfect legal and industry management system,To strengthen and improve the level of industry in the cultivation and professional services,Guide the rational tourism consumption awareness;Xi 'an express railway international travel service general manager li gang initiative media guide guests to attend the regular Tours,Boycott cheap tour groups;Northwest China travel service co., LTD. General manager Zhang Xiaobing commitment,Travel is best not to participate in price wars;Shao Yijiang remind, general manager of qujiang international travel service,With tourist group must travel contract,It can effective constraint the behaviors.Tianma travel ChuJingBu Wu Xiaohan, head of the proposal,Improve the tourism industry barriers to entry,Improve the staff overall quality is most urgent.The reporter Song Meina