What kind of "big pit" is hidden in multiple tourism platforms?

Multiple tourism platforms hide "big pits"! Your money is missing.

Holding a mobile phone in hand, after a short browsing, the plane ticket, hotel and shuttle bus are all fixed. However, with the rapid development of online travel, many chaos makes consumers love and hate. Among the top ten hot spots of consumer rights protection in 20 17 released by China Consumers Association, online travel platform has also become a major disaster area for consumer complaints due to bundled tying air tickets.

There is a "routine" for bundling online travel platforms.

Tuniu Travel Network claims that "making travel easier" is their mission. Log in to Tuniu's mobile phone client and randomly select a domestic flight ticket. The price shows 1920 yuan. In addition, take the initiative to add hotel packages in 38 yuan. When this option is cancelled, the page will display "Air tickets only". When you click the book button again, you find that the total fare is 2005 yuan. Where does the extra money come from? In the price breakdown, it is found that in addition to the fuel cost of infrastructure, Tuniu Tourism also took the initiative to choose two insurances for passengers.

When booking air tickets from Beijing to Qingdao on the mobile phone client of Ma Honeycomb Travel, I also encountered the same problem, and always chose aviation delay insurance and aviation accident insurance for passengers.

On the mobile phone client where to go, when I booked a plane ticket to new york, I was also checked by the owner for aviation insurance and delay insurance, and I also checked a travel insurance of 125 yuan by default.

On the mobile phone client of Tongcheng Tourism, I booked a plane ticket from Beijing to Qingdao, and chose the 470 yuan price marked by the flagship store. After clicking enter, the price changed from 470 yuan to 659 yuan. It turns out that, like the previous three, the same trip has three items checked by default, and one of the VIP rooms in 39 yuan cannot be cancelled.

The customer service introduction of Tongcheng Tourism will be on the flight information page, and then select the required price. There is a current package below. Click those four words, cancel the green tick, and you won't pay this fee again.

Initially, I need to go back to the previous page. There is a line of light gray fine print below the price. Click Open to cancel this charge. It seems that this design is also painstaking.

In the investigation, the reporter found that when using these mobile phone clients to book air tickets, Tuniu Tourism, Horse Cell Tourism, Qunar Tourism and Tongcheng Tourism will take the initiative to inquire about insurance and some additional services for consumers.

Chen Jian, director of the Legal and Theoretical Research Department of the China Consumers Association, said that from the perspective of truly respecting consumers' right to choose, these items can be listed for consumers to choose independently, instead of forcing them to make money by taking advantage of consumers' negligence. Such behavior cannot be a hidden rule of the Internet economy. ?

Don't ask for a refund, the online travel platform refund is "tricky"

Some online travel platforms will take the initiative to choose some insurance fees for consumers when booking air tickets. What problems will they encounter when they refund their tickets? ?

The reporter bought tickets from China Eastern Airlines and Beijing to Qingdao on several online travel platforms. I applied for a refund 24 hours before departure. It is found that the total price of Tuniu tourism in 530 yuan only refunded the fuel cost of infrastructure construction in 50 yuan. The total price of Ma Honeycomb Tour is 533 yuan, only the delay insurance in 30 yuan will be refunded. The total price of the same trip was 559 yuan, only the capital construction fee in 50 yuan and the VIP room in 39 yuan were refunded. Why do these online travel platforms only refund so little money? ?

Tuniu Travel Customer Service said that the ticket price was not refunded to you. According to the airline's refund and change, it depends on the airline's refund rules.

Ma Honeycomb customer service said that the rules implemented are the regulations of airlines. ?

Tongcheng tourism customer service said that it should be charged according to airline regulations. If you don't believe it, you can contact the airline directly to verify the situation. ?

The customer service staff of these three platforms repeatedly stressed that it was implemented in accordance with the rules of airlines. After that, the reporter called the customer service phone of China Eastern Airlines and provided the reservation information of three air tickets. ?

The customer service staff of Eastern Airlines told the reporter that these three tickets have been shown to be refunded according to the handling fee of 50% of the fare. However, Tuniu Tourism, Mahoneycomb Tourism and Tongcheng Tourism all charge a handling fee of 100% of the ticket price. When this difference was questioned, all three companies changed their statements. ?

After several negotiations, the three companies finally refunded the overcharged fees according to the actual refund amount charged by China Eastern Airlines. ? As for why there was inconsistency with airlines before, both Tongcheng Tourism and Cellular Tourism emphasized that it was caused by system reasons, which was just an example.

Time and time again, it is difficult to refund online travel platforms.

There is something wrong with the system and the information does not match. Several online travel platforms use this as an excuse not to refund tickets to consumers, calling it a case, but is it really a case?

Subsequently, the reporter purchased the same flight of Shandong Airlines from Jinan to Hong Kong on some online travel platforms. I applied for a refund eight days before departure. At the same time, I checked official website of Shandong Airlines, and the refund fee for this ticket is 300 yuan. However, there is a refund fee from 650 yuan for the same trip. When the reporter said that Shandong Airlines only charged 300 yuan the refund fee, the result changed dramatically.

The customer service of Tongcheng Tourism said that it would be returned to 350 yuan after the problem was solved. We also discussed with the leaders here, that is, we pushed this fee to 300 yuan. ?

Tuniu Travel charges a refund fee of 8 12 yuan, and only 120 yuan can be refunded. The reporter confirmed to Shandong Airlines that the refund fee is 300 yuan. After seven times of communication, Tuniu Tourism Customer Service gave a new refund plan.

Tuniu Tourism customer service said that the refund fee was 300 yuan, and then a supplier service fee was 100 yuan. This service charge of 100 yuan is mandatory. ?

Since the fee is charged according to airline rules, how can this 100 yuan be added out of thin air? After repeated questioning, in the twelfth call, Tuniu Tourism Customer Service finally changed its attitude. ?

The introduction of Tuniu Tourism Customer Service is to reduce the loss of customers, and see if we can take special channels and operate according to the ticket regulations of official website Airlines.

No matter according to the regulations of airlines or through special channels, Tuniu Tourism finally returned the overcharged fees. When traveling in Mahoneycomb, return the air ticket with a total price of 907 yuan to 132 yuan, and charge a refund fee of 775 yuan. ?

The staff stressed that the refund rules of horse cell tourism are consistent with those of airlines. On the same day, I received a refund fee of 475 yuan deducted from Ma Honeycomb.

You can't just walk away.

Just leaving is the slogan advertised by the online travel platform, but it is actually carefully set up by them. You can get one and get some oil.

In the Internet economy and the era of big data, what consumers need is service upgrade, not routine upgrade. Respecting consumers' right to know and choose is the most basic business rule. Honesty is gold and the source of fair competition. If you want to muddle through in the market, you can only shoot yourself in the foot.