What is the response rate of online travel enterprises exceeding 50%?

April 12 People's Daily Travel 3 15 Complaint Platform (hereinafter referred to as "the platform") March 20 17 Travel Complaint Public Opinion was released today, and in March * * * Platform received effective complaints 1 13, up 8% from the previous month, helping netizens to recover their travel. There are many complaints in Yunnan, Beijing, Guangdong and other provinces, and Qunar.com ranks first. Up to today, the comprehensive response rate of the platform in March was 53.3%, and the average processing time for each complaint was 2.6 days. Because March 15 is the International Consumer Rights Day, the time for handling complaints by provinces and tourism agencies in March is nearly three days earlier than that in 10 and February.

Travel complaint data in March

According to the statistics of the platform, in March, the complaints involving travel agencies were the most, accounting for 34.5%, followed by hotel complaints (19%), aviation complaints (18.2%), scenic spots complaints (14.2%), tour guides complaints (8.3%) and traffic complaints (5.5%). Complaints involving travel agencies and hotels have declined. The complaints of netizens mainly refer to the inflated prices of commodities, and merchants cancel orders without authorization and refuse to refund.

The data shows that Yunnan is the province with the largest number of tourism complaints, accounting for 33.3% of the total number of tourism complaints in all provinces in China, followed by Beijing, accounting for 17.6%, and Guangdong, accounting for 1 1.8% respectively. Among the complaints from online travel companies, Qunar.com is the largest, accounting for 46.5% of the total complaints from online travel companies, followed by Ctrip (25.4%) and Tongcheng Tourism (7%). Other companies complained about include Tuniu Travel Network, Ali Travel Go, Hive, and Donkey Mother Travel Network. This month, the response rates of Tongcheng Travel, Lvmama Travel Network and Honeycomb are all 100%, and Ali Travel and Go have the shortest response time, with an average response time of 2.5 days.

In March 2065, the complaint response rate of tourism enterprises was 438+2007.

March Travel Complaints and Public Opinion News

The national tourism administration's rectification of unreasonable low-cost travel in the market has been obviously suppressed.

The National Tourism Administration reported the progress of comprehensive improvement of the spring tourism market order. The first round of key inspections in seven regions, including Lijiang and Xishuangbanna, Yunnan, has achieved initial results, and 86 cases of tourism violations have been investigated and dealt with, with an estimated fine of more than 3 million yuan; Cancel the star-rated qualification of 14 shopping place and the qualification of group travel reception, suspend business for rectification of 8 tourist shopping stores, and shut down 40 websites suspected of "unreasonable low-cost travel".

Yunnan canceled all designated shopping for tourism and completely cut off the gray interest chain.

In view of the chaos in the tourism market, such as high pricing and high rebates, the Yunnan provincial government introduced severe rectification measures on March 27, and decided to cancel the designated tourist shopping places in the province, bring all tourist shopping enterprises into the unified supervision of general commodity retail enterprises, and completely cut off the gray interest chain.

Hot spots of travel complaints in March

User complaint original: Ctrip. Com publicity does not match the actual service.

Ctrip advertised that it would give two meals, breakfast, dinner and Chinese food, to Long Beach Hotel in Mauritius, but did not indicate the meal restriction in the special prompt. The customer did spend breakfast, dinner and Chinese meal in Long Beach Hotel, but was charged a fee of 125 1 RMB, while Ctrip refused to refund it on the grounds that "the customer did not consult". 》》》》》》

Ctrip. Com reply: After verification, the meals included in the hotel do not include drinks and other a la carte menus, and the hotel did charge extra fees. Contact the consumer and deal with it actively, and the consumer is satisfied.

User complaints Original: Qunar.com seriously deceived consumers

On March 6th, I booked an order on Qunar.com to stay at Harbour Plaza Hotel 8 on the evening of March 24th. The price is 654 yuan, and the reservation is successful. But I checked in at the front desk of the hotel around 12 on March 25th, and was told that I couldn't find my order, so I immediately called Qunar. com. The customer service staff kept procrastinating, saying that we could not contact the agent. If we have to solve the problem the next day, it means we have no place to live! It took two hours to help solve this problem. 》》》》》》

Qunar. com Com reply: Consumer feedback failed to arrange the original check-in. After verification by our company, the consumer has been refunded RMB 1652, and the negotiation was successful.