What is the situation when the response rate of online travel companies exceeds 50%?

On April 12, the People’s Daily Online Tourism 3·15 Complaint Platform (hereinafter referred to as the “Platform”) released the public opinion on tourism complaints in March 2017 today. The platform received 113 valid complaints in March ***, which was higher than the previous month. It rose by 8, helping netizens recover 52,687.33 yuan in travel losses. Among the tourism complaints in various provinces, Yunnan, Beijing, Guangdong and other provinces have the largest number of complaints. Among online tourism companies, Qunar.com ranks first in the number of complaints. As of today, the comprehensive response rate of the platform in March is 53.3, and the average processing time for each complaint is 2.6 days. Because March 15 is the International Consumer Rights Day, compared with January and February, the processing time of various provinces and tourism agencies in March The duration of the complaint was advanced by nearly 3 days.

Travel complaint data in March

According to platform statistics, the most complaints involving travel agencies in March accounted for 34.5, followed by hotel complaints (19), aviation complaints (18.2), and scenic spots Complaints (14.2), Tour Guide Complaints (8.3) and Traffic Complaints (5.8). Complaints involving travel agencies and hotels fell. Netizens’ complaints mainly mentioned issues such as inflated commodity prices, merchants canceling orders without authorization, and refusing refunds.

Data show that among the tourism complaints in various provinces, Yunnan has the most complaints, accounting for 33.3 of the total number of tourism complaints in all provinces across the country. Beijing ranks second, accounting for 17.6, and Guangdong ranks third, accounting for 11.8 each. Among the complaints against online travel companies, complaints involving Qunar.com accounted for 46.5 of the total complaints against online travel companies, with Ctrip (25.4) ranking second and Tongcheng Travel (7) ranking third. Other companies that have been complained include Tuniu Travel Network, Alibaba Travel.com, Mafengwo, and Lvmama Travel Network. This month, the response rates of Tongcheng Travel, Lvmama Travel Network and Mafengwo were all 100. Alibaba Travel·Quaa took the shortest time to reply, with an average reply time of 2.5 days.

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The National Tourism Administration reported the progress of the spring action to comprehensively improve the order of the tourism market. The first round of key inspections in 7 regions including Lijiang and Xishuangbanna in Yunnan achieved initial results. 86 cases of tourism violations have been investigated, with an expected fine of more than 3 million yuan; the star qualifications of 14 shopping venues and the qualifications for group tourism reception have been cancelled. 8 tourist shopping stores were closed for rectification, and 40 websites suspected of "unreasonable low-price travel" were shut down.

Yunnan cancels all designated tourist shopping and completely cuts off the gray interest chain

In view of the chaos in the tourism market such as high pricing and high rebates for tourist shopping, the Yunnan Provincial Government issued strict regulations on March 27 As a rectification measure, it was decided to cancel designated tourist shopping in the province, and integrate all tourist shopping enterprises into general commodity retail enterprises for unified supervision, and completely cut off the gray interest chain.

Popular travel complaint cases in March

Original complaint from netizens: Ctrip’s promotion does not match the actual service

Ctrip’s promotion of complimentary breakfast, dinner and two meals for the Long Beach Hotel in Mauritius The customer did have breakfast, dinner and a Chinese meal at the Long Beach Hotel, but was charged RMB 1,251, and Ctrip refused to do so on the grounds that "the customer did not consult them." Refund. 》》》Details

Ctrip’s reply: It has been verified that the meals included in the hotel do not include wine and other a la carte menus, and the hotel has indeed charged an extra fee, and has contacted the consumer to actively handle it. , consumers are satisfied with the processing results.

Original text of netizen’s complaint: Qunar.com seriously deceives consumers

I booked a room on Qunar.com on March 6 and stayed at Harbor Plaza 8 Degrees in Hong Kong on the night of March 24. The hotel order price is 654 yuan, and the reservation is shown as successful. But around 12:10 a.m. on March 25, I went to the hotel front desk to check in, and was told that my order could not be found. I immediately called Qunar.com, but the customer service staff kept delaying, saying that they could not contact the agent and needed to We didn't solve the problem until the next day, which meant we had no place to stay! It took 2 hours but no help was given to solve the problem.

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Qunar.com responded: Consumers reported that they could not arrange check-in with the original order. After verification, our company has refunded 1,652 yuan to the consumer. The consumer recognized it and the negotiation was successful.