20 17 what's the data of tourist complaints in the first quarter?

As of April 25, the platform data shows that Yunnan, Beijing, Guangdong and Shanghai have more complaints in terms of the situation of provinces across the country. Among the online travel enterprises, Qunar.com and Ctrip.com have received more complaints. The complaints from netizens mainly focus on the price inconsistency, refund and return, and the travel agency's failure to change the itinerary according to the contract.

Where are the most complaints about travel?

In this quarter, the * * * platform received 302 effective complaints, involving 24 provincial-level administrative regions across the country, helping tourists recover nearly 335,324.46 yuan in travel expenses. Yunnan (32.3% of complaints), Beijing (12. 1% of complaints) and Guangdong (8.9% of complaints) rank among the top three in the province.

Complaints against online travel companies accounted for 59% of the total complaints, involving 9 online travel companies. Qunar.com(40.4% of complaints), Ctrip.com(22.5% of complaints) and Tuniu.com(9.6% of complaints) accounted for the top three online travel complaints, followed by Ali Travel (9% of complaints) and Tongcheng Travel (9% of complaints).

What is the most popular complaint?

In this quarter, the complaints against travel agencies were the most, accounting for 37.4% of the total complaints, followed by hotels (19.9%), airlines (16.6%), scenic spots (14.2%) and tour guides (4.6%), and other complaints accounted for 7.3%. The complaints from netizens mainly focus on the price inconsistency, refund and return, and the travel agency's failure to change the itinerary according to the contract.

According to the data analysis of People's public opinion monitoring Office, according to the types of negative tourism events, the negative tourism public opinion in this quarter mainly focuses on the chaos in the tourism market and uncivilized tourism. Among them, tourists were beaten while traveling in Lijiang, self-driving cars in Badaling Wildlife Park were blocked by black chests, and men stepped on goose eggs in Yangzhou scenic spot, which became a hot topic of public opinion this quarter.

Which one replied more?

The overall response rate of the platform in this quarter is 6 1.3%. Among the complaints about tourism in various provinces, the response rate of Anhui and Hunan is 100%, followed by Sichuan (66.7%), and the response rate of Yunnan, Guangdong and Beijing, which have more complaints, is less than 20%. Among the online travel enterprises, the response rate of Qunar.com, Tongcheng.com, Lvmama.com, Yilong.com and Ant Cell reached 100%, followed by Ctrip.com(87.5%) and Ali Travel (68.8%).

How long will it take to get a reply?

In this quarter, *** 19 responding units handled and responded to complaints from this platform, with an average response time of 14.3 days. Among the provincial responses, the average response time is 3.96 days in Hunan, 6.97 days in Beijing and 28. 17 days in Guangdong. Among the online travel enterprises, the fastest response is cellular.

(4.2 days), followed by Qunar.com(4.4 days), Tongcheng Tourism (4.7 days) and Malaysia Travel Network (6. 1 day). Tuniu Travel Network has the slowest response, which takes 26.8 days.