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2018年旅游类消费投诉微增 行程不符等成投诉主因

来源: 南方日报网络版     时间: 2019-03-19 10:18:19
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  2018年旅游类消费投诉微增,共享住宿、酒店信息泄露等引发关注

  “行程不符、强迫购物”成投诉主因
  2018年是文旅融合的开局之年,旅游业环境不断优化,而消费者对旅游质量也提出了新的要求。据中国消费者协会发布的2018年全国消协组织受理投诉情况分析,2018年全国消协组织共收到旅游类消费投诉8487件,占服务类投诉的2.30%,与2017年同期相比,上升了1.23%。其中行程不符、强迫购物等“老”问题仍旧存在,占据投诉数量的一半;与此同时,随着共享住宿和线上预订的全面发展,线上线下不一致、酒店信息泄露等问题也同样引发了社会广泛关注。





  北京地区投诉同比下降11.9%
  据北京市文化和旅游局的数据显示,2018年北京地区旅游投诉情况公示共2527件,比2017年的2867件同比下降11.9%。其中,涉及在线旅游平台及传统旅行社的投诉数量处于第一位,尤其是降低质量标准问题,约占旅行社投诉的50%,包括遗漏行程规定景点,缩减景点游玩时间,增加购物时间,行程中住宿和餐饮未达标等问题。
  中国消费者协会的投诉报告中也出现了同样的情况,消费者提出的问题,主要集中在旅游合同对旅游行程安排、交通工具、食宿及景点等内容约定模糊,或者擅自降低住宿和用餐标准,此外还有对不参加自费项目的消费者采取胁迫和误导甚至弃之不理。
  北京市法学会旅游法学研究会理事赵晓宇对新京报记者表示,旅游质量降低确实是旅游者投诉比较集中的内容。旅行社故意违约的现象虽然没有从根本上杜绝,但随着旅游者法律意识越来越强,主管机构的管理力度越来越大,旅行社要为其违约付出高昂的赔偿或处罚代价。因此,此类旅行社故意为之的现象,在市场上正在逐渐减少。
  而此类投诉之所以高居不下,主要原因在于部分旅行社“内功”不足,以及旅客信息不对称。赵晓宇表示,各个旅行社的产品标准化程度不一,一些“内功”不足的企业就露出了短板,任何一个因素掌控不到位,都有可能造成行程安排失衡,导游能力不足、景点时间被压缩等问题出现。另外,各个国家的住宿业等级标准评价不统一,目的地酒店的一些级别表述并不准确,就容易引发误解,如果住宿体验的确不佳,消费者的投诉也就产生了。
  针对相对集中的旅游投诉,旅游相关部门和消费者协会等机构也采取相应的管理手段。据北京市旅游和文化局的数据,2018年涉及“一日游”的投诉共有299件,同比2017年899件降低近7成,“一日游乱象”得到有效治理。
  “12326”民航服务质量监督电话本周正式启动
  3月3日,中国民用航空局局长冯正霖表示,民航局将于3月15日启动“12326”民航服务质量监督电话。如果旅客在投诉过程中得不到航空伟德betvictor、机场的回复,民航局将负责监督,保证旅客得到答案。
  民航中的常见投诉问题之一是航班延误处置的责任和赔偿问题,2018年仍旧投诉不减。航班延误后原因不明,航司与消费者各执一词的情况并不少见。赵晓宇表示,通常情况下,航班延误或取消都应向消费者说明原因。航司已经尽到义务但仍不能避免的事件发生,导致航班延误/取消,航空伟德betvictor会安排旅客搭乘最近的航班抵达目的地,旅客也应尽量配合航空伟德betvictor的临时安排。而因机组人员调配等航空伟德betvictor自身原因导致的航班延误/取消,航空伟德betvictor除提供签转安排外,还应向旅客提供必要的补偿。
  北京市法学会旅游法学研究会理事董琳指出,航空伟德betvictor处垄断地位,与乘客相较更具谈判优势,且损失是否可预见,具有较大讨论空间,目前鲜有此类诉讼,司法体系对此如何把握尚不明朗。如遇此类事件,建议游客第一时间向航空伟德betvictor取得航班延误或取消的证明,尽量采取措施降低自己的损失。
  另外,近两年来,机票退改签费用过高、机票搭售等问题导致民航领域一度成为投诉的“重灾区”。2018年7月,民航局发布了《关于改进民航票务服务工作的通知》,东航、海航、厦航等航司都已调整实行退改阶梯费率,退改签费用过高现象得到有效整改。但是,不少消费者对部分廉价航空收取较高退改签费用的情况仍存在疑虑。赵晓宇表示,机票折扣越大,退改签政策也越严格,严格的退改签并非廉价航空独有。但航司应向消费者明示其票价对应的服务内容与退改政策,让消费者在知情的情况下进行选择购买,“明码标价”是关键。
  新兴业态投诉多,民宿“照片”变“照骗”
  2018年以来,共享住宿领域蓬勃发展,民宿经济日渐火热,但问题也接踵而来。到目前为止,民宿行业依然缺少明确的法律规范和行业监管,经营方式较为分散,管理难度较大,扰民事件时有发生。在新浪黑猫平台,还有不少消费者对民宿“照片与实际房间差距大”、“入住房间不符”的投诉。
  旅游法律专家黄恢月对新京报记者表示,房源照片属于广告的一种,如果图片与房源不符则属于虚假宣传,侵害了消费者的知情权。上传图片的商家负有责任,同时平台也有审核责任。消费者可要求平台对商家的侵权行为采取必要措施,平台不作为的,与商家承担连带责任。但是,由于图片是否与房源相符方面的主观判断较多,董琳指出,如商家并未恶意误导消费者,仅因图片成像时角度不同、时间不同造成的视觉差异,则不属于侵权。
  同时,传统酒店行业在2018年也出现了引发全国关注的消费者投诉。北京市旅游和文化局的数据显示,2018年质监所共立案受理四、五星饭店服务质量投诉86件。2018年11月,多家五星级酒店被曝存在卫生问题,存在使用浴巾擦拭马桶等乱象。随后,文化和旅游部责成当地主管部门进行调查,涉事酒店道歉整改。此外,华住、万豪接连传出酒店用户信息泄露的事件,酒店可信度再受质疑。业内人士指出背后原因,仍在于酒店始终将客房和床位视作收入来源,忽视了后台系统建设。
  本版采写/新京报记者 王胜男
  详见D02、D04版




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