◆目前,线上旅游投诉成为一大难点。济南市旅游局监察支队副支队长王晓冬告诉记者,旅游监察的对象是旅行社、A级景区和星级酒店等,而网购机票等线上消费活动不属于其监管范围。

In pieces now,Online tourist complaints has become a big difficulty.Supervising detachment of jinan tourism administration deputy division marshal Wang Xiaodong told reporters,Tourism supervision object is a travel agency/A level scenic spot and star hotel, etc,And online consumer activity such as online ticket to be outside the scope of its regulation.

　　不久前,一位注册名为“kichii”的消费者在人民网的旅游投诉平台叙述了自己的经历:去年11月18日通过淘宝网订购了两张吉祥航空海拉尔至上海的机票,当时机票价格为754元,总计1888元,但在支付时,机票代理说该价位机票没有了,他于是重新订购了该代理点的价格为960元总计2300元的同航班机票,出票后发现,行程单上显示的机票价格为770元总计1920元。既然淘宝网可以支持实时查询航班价格,为什么订单价格与票面价格相差几百元?

Not long ago,A registered name"kichii"Consumers in People's Daily online tourist complaints platform described his own experience: last year November 18 through taobao ordered two Zhang Jixiang hailaer aviation ticket to Shanghai,At that time, ticket prices for 754 yuan,A total of 1888 yuan,But at the time of payment,The ticket agent said that the price ticket,He then reorder the agents price is RMB 960 in total the same flight ticket of 2300 yuan,The drawer and found,Shown on the itinerary of the ticket price is RMB 770 a total of 1920 yuan.Since taobao can support real-time querying flight price,Why the order price and the par differ hundreds of yuan?

　　随后记者查看了该旅游投诉平台的其他投诉问题,发现“kichii”的遭遇并非个案。有的拿到了理赔,有的至今尚未得到有效回复。支付价格高于票面价格,难道代理商有权根据市场情况自行调价?

Reporters then look at the tourist complaints platform's other complaint issues,Found that"kichii"The encounter is not the case.Some got the claims,Some have yet to get valid responses.Pay a price above par,Don't agents shall have the right to pricing according to market conditions on its own?

　　根据《民航国内航空运输价格改革方案》相关规定,民航国内航空旅客运输票价实行浮动幅度管理。票价上浮幅度最高不得超过基准价的25%。此外规定,各航空运输企业及其销售代理人销售机票时,必须严格按政府价格主管部门的有关规定实行明码标价。航空运输企业在制定或调整票价时,必须通过航空价格信息系统,按规定时限提前对外公布各种销售票价及适用条件。也就是说,机票代理商无权对机票价格进行调整,那么,支付价格高于票面价格就有了“黄牛倒票”的嫌疑。

According to the[Civil aviation domestic air transportation price reform]Related regulations,Civil aviation domestic air passenger transport fares shall manage the floating range.Ticket prices rise amplitude top shall not exceed 25% of the benchmark price.In addition rules,The air transport enterprises and their sales agent sales ticket,Must strictly according to the relevant provisions of the government price departments of the plain code marks a price.Air transport enterprise in a set or adjust the price,Must be by air price information system,According to the prescribed announced various sales price and the suitable conditions in advance.That is to say,Ticket agent the right to adjust prices,then,Pay a price above par"Scalpers scalping"The suspicion of.

　　随着旅游电子商务的发展,坐在家里通过网络平台预订机票、酒店,似乎已经成为一种潮流。但诸如此类投诉也屡见不鲜,淘宝网、去哪儿网都曾遭游客投诉,淘宝网被投诉了不止一次。记者在人民网旅游投诉平台发现,在今年以来的30件投诉案例中,涉及线上旅游的有19件。而在所有的网友投诉案例中,针对机票产品的投诉最多,占总投诉量的34.41%,其次是旅游产品的投诉,占31.18%。在线旅游服务商集中被投诉的问题也不同,去哪儿网主要集中在订票退款服务上,占所有投诉的28.57%；涉及携程旅行网的投诉主要为旅游产品的问题,占到39.13%；同程旅行网的投诉问题为其旗下来订吧现金券,占45.45%。

With the development of tourism e-commerce,Sitting at home through the network platform for this booking/The hotel,Seems to have become a trend.But such complaints are common,taobao/Where nets have been complained by tourists,Taobao is the complaint more than once.Reporter found in People's Daily online tourist complaints platform,In the case of the 30 pieces of complaints for the year,Involved in the online travel have 19 pieces.And in all the Internet users complaint cases,In view of the ticket goods most complaints,Accounting for 34.41% of the total number,Followed by tourism product complaints,Accounted for 31.18%.Online travel service providers focus is complaint issues are also different,Where network focused on booking refund service,Accounted for 28.57% of all complaints;Involved in ctrip complaints mainly for tourism products,Accounted for 39.13%;With routine travel network complaints to order for its cash coupons,Accounted for 45.45%.

　　据了解,除了机票和酒店的问题,对旅游产品的投诉一般集中在客户的旅游服务环节,包括购买之后不能成团,当地旅游服务不尽如人意等。

We have learned,In addition to the flight and hotel,For tourism product complaints generally focus on the customer service link,Including buying after can't form a smooth dough,Unsatisfied with your local travel service, etc.

　　目前,线上旅游投诉成为一大难点。济南市旅游局监察支队副支队长王晓冬告诉记者,旅游监察的对象是旅行社、A级景区和星级酒店等,而网购机票等线上消费活动不属于其监管范围。

At present,Online tourist complaints has become a big difficulty.Supervising detachment of jinan tourism administration deputy division marshal Wang Xiaodong told reporters,Tourism supervision object is a travel agency/A level scenic spot and star hotel, etc,And online consumer activity such as online ticket to be outside the scope of its regulation.

　　旅游多是打包产品,相比之下,涉及的服务环节多,复杂程度更高。而目前在我国,旅游产品的预订仍以线下为主,线上预订仅占20%左右,线下有面对面的交流和沟通,很多问题可以得到更好的处理,而线上就大不一样了。

Tourism is packaged products,By contrast,Service links,Complexity is higher.And at present in our country,Dominated by offline booking travel products,Online booking account for only about 20%,Offline have face-to-face communication and communication,A lot of problems can get better treatment,But it does online.

　　国家旅游局监督管理司副司长蔡家成在接受记者采访时说,由于网络是新生事物,并深入整个国民的生产生活各个方面,所以对于网络旅游服务的监管处于不断变化和调整阶段,旅游部门或将逐步就互联网旅游服务出台一些规范或者制度。

Deputy director general of China national tourism administration, supervision and administration of CAI home into said in an interview,Because the network is a new thing,And the whole national all aspects of production and life,So for online tourism services regulation in a constantly changing and adjusting phase,Tourism sector or will gradually Internet travel service laid out some standard or system.

　　以网络购票为例,中国旅游研究院副研究员杨彦峰曾表示,“尽管这几年去哪儿网在预防假票方面做了不少工作,但是假票事件还是时有发生。主要原因是去哪儿网是一个广告平台,自身并不售卖产品,产品质量是由在平台上做广告的商家自己负责的。”

Purchase tickets online, for example,Deputy researcher Yang Yanfeng China tourism academy has said,"Although these years where net in fraud prevention to do a lot of work,But fraud incidents occur.Where are the main reason is that network is a platform for advertising,Itself is not selling the product,Product quality is on the platform advertising businesses responsible for myself."

　　如果没有行之有效的互联网广告管理规定,网购机票的乱象就还会有滋长的空间,一些不规范的票代甚至会把去哪儿网这样的平台变成他们的避风港。但在搜索类网站广告纳入重点监控范畴后,那些不正规的票代在网络上发布不实信息的违规成本势必升高,而市场也将进一步净化。

If there is no effective Internet advertising regulations,Online ticket of chaos is still a growing space,Some non-standard ticket generation even where nets this platform into their safe haven.But after the search sites advertising into the category of monitored,The informal ticket generation cost of illegal publishing false information on the Internet is bound to rise,And the market will further purification.

　　作为旅游产品在线预订平台,如何让消费者放心预订?遨游网副总经理廖伟勇提醒消费者,在线预订旅游产品时,最好选择正规的、品牌网站,严防钓鱼网站和山寨的假冒网站；在购买过程中,要签订标准合同,索取发票；尽可能将问题前置,“钱”的问题要关注,比如费用包括哪些,行程安排要询问细节,还要弄清诸如航空公司、酒店和用餐的标准等。(□ 本报记者 邵方超)

As tourism products online booking platform,How to let the consumer feel free to make a reservation?Navigate web Liao Weiyong warns customer, deputy general manager,When booking travel online products,Had better choose a regular/Brand website,Protected from phishing site or fake fake websites;In the process of purchase,To sign the standard contract,Ask for the invoice;Will issue front as much as possible,"money"The question to attention,Such as expenses including what,To ask the details schedule,To find out, such as the airlines/Standard of hotel and have dinner, etc.(Our reporter Shao Fang super)