当游客遇到旅游陷阱或出现旅游纠纷时，该如何维权呢？就此，重庆晚报记者专访了市旅游局邝海副局长。

When tourists encounter tourist traps or disputes,How are human rights?In this,The chongqing evening news reporter interviews the city tourism bureau deputy director KuangHai.

维权手册帮游客维权 Rights activist manual to help tourists

　　根据《合同法》相关规定，当出现纠纷或旅行社违约时，游客有权要求旅行社按照合同约定履行义务，如果旅行社拒绝履行，游客应尽快向旅游执法部门投诉，及时解决纠纷;或者应注意收集证据材料，以便今后投诉维权使用；同时，游客应理性维权，防止损失扩大。不得以纠纷或权益受损为由，以拒绝登机(车、船)等行为拖延行程、扩大损失，否则，不得就扩大的损失要求赔偿。

According to the[Contract law]Related regulations,When occurrence dispute or breach by travel agency,Tourists have the right to request the travel agency to fulfill contractual obligations,If the travel agent refused to perform,Visitors should complain to the tourism law enforcement authorities as soon as possible,Timely solve disputes;Or should be paid attention to collecting the materials,In order to complaints rights protection in the future;At the same time,The visitors should rational rights,To prevent further loss.Shall not dispute or damaged by rights,In order to denied boarding(The car/The ship)Behavior such as delay the schedule/Expand the loss,otherwise,May be made to expand losses for compensation.

　　究竟该如何维权？哪些是游客需要理性面对的，哪些是游客需要维护的权益？“要让游客充分了解国家对游客权利权益有哪些相关规定，哪些投诉才属于有效投诉，才会被受理。很多游客维权过度，实际上是不了解国家相关法律法规，因此我们才要印制维权手册”，邝海副局长表示：“维权手册将用老百姓的语言将相关法律法规翻译出来，让市民真正了解法律法规，在遇到旅游纠纷时，就能理性对待。”

How can human rights?What is rational in the face of tourists need,What is one of the need to maintain rights and interests?"To let visitors to fully understand what are the rights and interests of tourists' rights related provisions of the state,Which belongs to the work of complaint,Will be accepted.Many tourists rights too,Is, in fact, do not understand the relevant national laws and regulations,So we want to print rights protection manual",KuangHai deputy director said:"Activist manual will in ordinary language translate relevant laws and regulations,Let people really understand the laws and regulations,In case of disputes,Can rational treatment."

　　据悉，预计今年5月，市旅游局制作的“游客维权手册”，将进行首次印刷50万册，在我市宾馆、景区以及旅行社摆放。在旅行社签订合同时，一手一册发放到游客手中，手册针对游客容易碰到的维权案例，将事故处理的程序、相关的规定及相关投诉电话提前告知游客，引导广大市民文明旅游，理性维权。另外，拟筹建“旅游法律援助中心”，为涉旅民事纠纷，提供法律咨询和诉讼服务。

It is understood,Is expected in May this year,The city tourism bureau"Visitors' rights manual",Will be 500000 first print run,The hotel in our city/Scenic spots and travel agencies to put.In the travel agency when signing a contract,In a distributed copies to tourists,The manual for tourists to encounter rights cases,The accident treatment procedures/The provisions of the relevant and related complaints telephone inform visitors in advance,Tourist guide citizens civilization,Rational rights.In addition,To set up"Tourist center for legal assistance",For journey involved in civil disputes,Provide legal consultation and legal services.

举报旅行社违规有奖 To report travel prizes

　　除了自身维权行为，市民如果发现旅行社违规行为，还可向市旅游局举报，经查实后，举报人可获得价值200元—1000元的奖励。对有特别重大贡献的举报，将视具体情况予以特别重奖。

In addition to its own human rights behavior,Citizen if irregularities found that travel agency,Can also report to the municipal tourism administration,After thorough check,Person can be worth 200 yuan, 200 yuan of award.To have a particularly significant contribution to the report,Special prize will be according to specific situation.

　　据介绍，市旅游局已出台《举报旅行社违法违规行为奖励办法(试行)》，举报内容包括旅行社承揽旅游业务，但未与旅游者签订旅游合同；旅行社委派的导游人员擅自缩减旅游项目、增加自费项目，欺骗、胁迫旅游者消费或者与经营者串通欺骗、胁迫旅游者消费的；旅行社委派的领队人员从事领队业务时，未佩带证件；旅行社未取得相应的业务经营许可，经营相关业务；以及其他重大违法违规行为。

According to introducing,The city tourism bureau has been introduced[To report travel agency incentives for violation behavior(On a trial basis)],Report content including contracting tour business,But not with the tourists travel contract;Travel agency the delegate guide's personnel to tourism projects/Increase the chargeable,cheating/Coercion tourists consumption or with operator collusion cheat/Coercion tourists consumption;Travel agency appointed team leader, the manager of the personnel engaged in the business,Not proper credentials;The travel agency has not obtained the corresponding business business license,Management related business;As well as other major violation behavior.

　　举报人可以采用信函、当面举报、电子邮件等方式举报。举报邮寄地址为：重庆市渝中区民生路283号重庆宾馆商务大厦28楼重庆市旅游监察执法总队执法科，邮编：400010（须在信封上注明“举报”字样）。也可发到接受举报专用电子邮箱：cqs-lyzf2012@163.com。

Person can use the letter/Report it face to face/Email, etc way to report.To report for mailing address:Yuzhong district in chongqing chongqing hotel business building, 283 minsheng road 28 floor of division of chongqing city tourism team of inspect and enforce the law enforcement,Zip code:400010(Must be indicated on the envelope"To report"The words).Can also be sent to accept special report email:HTTP: / / cqs-lyzf2012@163.com.

　四大顽疾仍是投诉重点 Four major ills are still complaints focus

　　重庆晚报记者从市旅游监察执法总队提供的《2012年度旅游投诉情况分析》中了解到，旅行社服务质量仍是投诉的重点，降低等级标准、自费项目、购物、擅自增减项目，仍排在投诉问题的前四位。

The chongqing evening news reporter from the city tourism supervision law enforcement team[2012 annual tourist complaints situation analysis]learn,Travel service quality is still the focus of the complaint,Lower the standards of grade/chargeable/shopping/To increase or decrease project,Remained in the top four complaints.

　　据悉，2012年度执法总队共接听旅游咨询、投诉电话6000余个，处结书面旅游投诉183件，受理游客投诉人数1565人，法定时效内的结案率为100%，为旅游者理赔69.88万元。其中投诉旅行社157件，占投诉总数的85.79%。

It is understood,Law enforcement team, a total of 2012 answer travel advisory/More than 6000 complaints,183 ChuJie tourist complaints in writing,Accepts the tourists complaints number 1565,Level of 100% within the statute of limitations,For the tourists claims 698800 yuan.Among them 157 complaints to the travel agency,Accounting for 85.79% of the total number of complaints.

　　出境游投诉比重持续上升。由于我市泰国游包机航线增长过快，旅行社为了降低包机空位损失，推出特色自费项目，致使引发一系列旅游服务质量投诉。记者 陈希

Outbound tourism continues to increase the proportion of complaints.Thailand tour charter flights due to zhuhai growth too fast,Travel agencies in order to reduce the charter space loss,Chargeable to launch characteristics,Triggered a series of tourism service quality complaints.The reporter Chen Xi