How about the outbound tour of Tuniu Travel Network?

Is it accidental or conspiracy to become a "refugee group" in Europe?

-the whole group lost hundreds of thousands. Please give us an explanation of Tuniu. China Travel Agency and Shanghai East Lake International Travel Agency!

1. Event summary:

On July 5th, 20 15, local time, 12 China tourists sent by Shanghai Donghu International Travel Service signed up from Tuniu Travel Network and Anhui China Travel Agency to visit Rome under the guidance of tour guides and tour leaders. During the period, about 200,000 belongings and luggage of the whole group were all stolen in the car due to reasons such as tour guides and drivers modifying the itinerary without authorization and changing cars midway. The whole incident is full of doubts. It has caused great property losses and spiritual blows to our whole group. I hope the travel agency will come forward to explain and give us reasonable compensation.

2. The detailed story:

On July 15, the local tour guide Wang arranged the original itinerary for June 16, and led our party to visit Rome. At about 1 in the afternoon, the local tour bus driver told our group to get off and take another bus. At this time, the transfer place is in the service area outside Rome. A passenger asked the tour guide. In addition, the tour guide always told us that "it's a lot of walking today and it's very hot", so everyone put a lot of valuables in the car. After the night tour, we waited for the bus to pick us up at the roadside. After waiting for a long time, the driver didn't drive the original car, that is, the accident car, to pick us up for maintenance, but followed another driver to drive a third car to pick us up.

At about 10 in the evening, we arrived at a remote place. We saw the accident vehicle parked there with no one on it. The transfer place at this time is not the same as in the afternoon. At that time, we all thought it was strange. Since the car has been repaired, why not use the original car to pick us up? Even if you are driving another car and other drivers are driving, why should the original driver follow you instead of staying in the original car to look after the luggage? After getting on the bus, everyone found that all the belongings in the car were lost, including backpacks, cameras, watches and bags bought in Europe, and all the luggage in the luggage compartment under the car. * * * 200,000 or so. After the incident, the tour guide and the travel agency did not give us an explanation in time, but were anxious to let us all return to China. The driver disappeared on the last day, and the tour guide not only failed to hold the driver responsible for us, but always excused the driver.

3. Key points:

The whole thing is full of doubts, and both the tour guide and the driver have gross negligence, and even the possibility of their participation in this matter is not ruled out. Because each * * * has dozens of suitcases and dozens of packages, such a large number of items are likely to be committed by gangs, thieves have special cars to load them, and they clearly know the bus's driving route, which contains a lot of valuables, parking places and drivers leave for a long time. Some worthless snacks in everyone's bags were left in the car and not stolen, indicating that the perpetrators may be calmer and have more time to check the bags. Therefore, this is unlikely to be an ordinary accidental theft, and it does not rule out that this is an organized and planned case, and there is the possibility of some collusion of interests and internal cooperation.

Here are some big doubts and questions:

(1) The tour guide changed the itinerary without authorization, and the last day was free.

(2) The driver leaves the car for a long time. Changing cars halfway, the driver repaired the car and left it full of property for a long time, leaving it unattended in a remote place. Both the driver and the tour guide realized that the local public security was not very good, so they accidentally parked a bus full of valuables in a remote place and drove away for so long.

(3) The process of changing cars is not well coordinated. After the car was repaired, the driver didn't take care of it, but followed another car with a driver to pick us up. There is nothing wrong with repairing a broken car, but how to change cars, how to connect them and how to ensure the safety of tourists' property are things that tour guides and drivers, that is, travel agencies, should consider and deal with. Is it really a coincidence that the tour guide didn't arrange this and put the tourists' property in a dangerous place? Or is there another reason?

(4) The time of committing the crime is suspicious. It happened on the last day of the trip, when everyone had bought a lot of things and a lot of valuables.

(5) Tour guides mislead tourists. The tour guide Wang was originally a very cautious person. Before that, he reminded everyone to take care of their belongings many times a day. When in Paris, Wang Dao told us: "Don't go out at night, just stay in the hotel room and don't even go to the hotel corridor." Such a cautious person thinks that it is no problem to drive a car full of valuables for maintenance and park in a remote and unattended place. When changing trains, the whole group felt a little uncomfortable. Wang Dao not only didn't remind everyone, when a passenger asked if it would be unsafe to put the finance in the car, the tour guide said, "Nothing, just put it in the car and come back to take this car at night." The tour guide not only failed to remind the tourists, but even suspected of misleading them.

(6) The driver disappeared mysteriously. On the second day after the incident, the driver suddenly disappeared and did not appear. Originally, the driver followed us all the way, but suddenly disappeared after the incident.

(7) The tour guide tries his best to excuse the driver when the truth is unknown. After the incident, when someone expressed doubts about the driver's behavior, the tour guide Wang Yizhi defended the driver. Wang Dao said this on the spot: "If a driver does this kind of thing once or twice in his life, he will definitely find a group with more shopping and property. I also talked to the driver. Our group purchase is not excessive. " There is something strange in this sentence. First, did Wang Dao say this by default? Does he know this really happened in the local area? Second, is the property of the whole group less than 200,000? And some people in the group buy LV bags and other obvious valuables. Before in Switzerland and Germany, Wang Dao led us to stay in the watch shop for a long time and arranged it for a long time. Even we arranged little time to shop in Neuschwanstein Castle. We also wonder why he wants us to shop so badly, and there is no commission. Third, why does the tour guide want to talk to the driver about how much shopping our group has? In addition, the driver smashed the rear windshield of the bus due to reversing mistakes in Paris, and the expensive glass may cause the driver to face heavy losses.

(8) "just" have time to reissue documents and return to China. Since all the passports of the whole group were stolen except the tour leader, everyone went to the embassy to reissue their travel cards the next day, and the original itinerary of this day had been arranged by the tour guide the day before. This day is "just" free for everyone, and their certificates can be reissued. Is it the foresight of the tour guide? Is it really such a coincidence?

(9) After the incident, the treatment was hasty, the tour guide arranged, and the tourists did not have the right to know. The tour guide's handling of this matter: After the incident, all matters related to the Italian police were arranged by the tour guide. Because the language barrier is precisely the weakness of our tourists, we don't know what the tour guide and the police said. The tour guide only gave us an Italian alarm record that we didn't understand at all. No explanation, no answer.

(10) We can't say that the above doubts will definitely explain anything. We just list the suspicious places and let everyone think for themselves. Maybe a single article can't directly explain the problem, but it's not difficult to find a relatively clear context by linking the back and forth.

There is another point, self-funded projects.

4. Disguised compulsory self-payment:

As soon as we got off the plane in Europe, Wang Dao booked us a "self-funded package" with a self-funded itinerary of ***460 euros, and explained that if we didn't sign up for the self-funded project, there would be almost no itinerary. Someone asked what would happen if we didn't sign up or only reported part of it? Wang Dao said that we would put these unregistered people in one place and wait for others to play, constantly stressing that it would be a long wait and the traffic would be very troublesome. Tourists have no other choice at this time, and it seems that they have no choice. Two tourists insisted on reporting only a part. Afterwards, Wang Dao constantly persuaded two tourists to participate in the remaining projects on the grounds of "inconvenient travel". What's the difference between this and compulsory self-payment?

Attitude of tour guides and travel agencies: After the incident, the tour guides and tour leaders did not give reasonable explanations and answers, and remained almost silent. Several tourists who signed up in Tuniu.com contacted Tuniu's customer service, but Tuniu didn't give a specific answer. The sharp contrast between pre-sales customer service and after-sales customer service attitude makes tourists very chilling. Before payment, Tuniu's customer service attitude is very enthusiastic, and tourists call back within ten minutes after going to the electricity. However, after the payment, the tourists call again after the accident, but they can't wait to call back. Even after a long time, they just say some perfunctory words in general terms. Are the tourists before payment lambs to be slaughtered? Are paying tourists worthless sheep bones? Do you want to abandon it?

Moreover, Ma, the leader of Donghu International Travel Service, is extremely irresponsible. I almost didn't express any opinions from beginning to end, and I have been shopping alone. After returning home, he not only failed to fulfill his obligation to inform the facts, but also tried to deny the facts, excuse the travel agency and himself, and downplay the incident. Is Ma a regular tour guide? Or just ordinary office workers, we can't give a conclusion here, so please ask the relevant departments to check.

5. Loss:

The whole regiment 12 people lost about 200,000 property, with a per capita loss of about 20,000, and suffered heavy physical and mental losses. Originally a leisurely holiday tour, in the end everyone was robbed like refugees fleeing the desert. Because even clothes and toiletries were stolen, everyone hardly took a shower, wore dirty clothes and didn't eat much in the last two days. In the scorching sun, they squatted helplessly on the roadside and fell on the streets of foreign countries.

After the incident, a little girl in the group cried in her mother's arms and cried to go home. The little girl still has a fever, keeps coughing and her medicine has been stolen. At night, she doesn't even have a warm coat. Her mother could do nothing but touch her daughter's head and lie to her that it was all right. We can go home soon.

An old couple in their 60s embraced and sighed. It is not easy to return to China at this age. They want to work hard and save money, and finally they can spend their retirement money abroad. Unexpectedly, they met such bad luck. Gifts for children and grandchildren are gone. At the thought of going back, I don't know how to face my little grandson who is full of joy and looking forward to the gift, but I'm afraid to tell my children for fear that they will worry. The two old people were instantly haggard, hiding in the corner and secretly crying. The experience was so tragic that they never wanted to go abroad again.

A young couple from Guangdong is on their honeymoon. They have been looking forward to a romantic trip to Europe for a long time. They usually work hard, work late, scrimp and save to come to Europe, and scrimp and save along the way. Even the tour guide has been persuading everyone to participate in only some self-funded projects. In Switzerland and Germany, in order to save expensive meals, they sometimes skip meals. Unexpectedly, the money saved was suddenly looted, and thousands of dollars in cash in the suitcase seemed hopeless. When they go back, they have to pay the mortgage. The loss of tens of thousands of dollars is undoubtedly a big blow to this young family.

A girl who just graduated from college came out for a graduation trip with the money given by her parents. The girl's body is already very weak. After all this tossing and scaring, she couldn't eat and got stomach trouble. I dare not tell my family all this for fear that they will worry. When her family asked her how she was playing, she could only tell her parents in tears that the scenery in Italy was very good.

The most sad thing for everyone is not to lose things, because it is understandable that someone has lost one or two bags when going out, but it is not reasonable that all the luggage and belongings of the whole group 12 people have been stolen. The scale, the loss, the coincidence of various details, and the reaction and attitude of tour guides, drivers and travel agencies surprised everyone.

There are 2 children and 2 elderly people in the group, in addition to 5 women and 3 men. Language barriers, ignorance of local conditions and one-way communication with tour guides make us a vulnerable group. We are not local tyrants, most of us are ordinary wage earners, and we usually travel by saving money on weekdays. The valuables we buy are not necessarily for our own use, but we have to bear the losses ourselves. We were disappointed that the travel agency ignored us and didn't give us an answer.

I thought it would be safer and more secure to sign up for the tour, but I didn't expect it to be like this.