Ctrip's "Fei-jin" offer is in trouble.

Ctrip in the purchase of a 1160-yuan ticket, refund fee charged 476 yuan, and the airline customer service clearly told themselves only charged 128 yuan refund fee, this can not help but Linan (alias) surprised--"redundant refund fee into whose pocket?"

Originally, Linan booking tickets participated in Ctrip launched travel packages fly enjoy activities, which have ctrip for users to provide 348 yuan "Fei", in the refund need to return the full.

Reporter in the interview learned that "Fei-jin" is Ctrip in late January this year to promote the promotion of consumer activities, but this activity in the process of bringing some concessions, but also to many consumers brought distress.

"Fei-jin" discount to Trouble

March 5, Beijing's Linan help friends in Ctrip on a March 12 from Guangzhou to Shanghai flight ticket, then chose the cheaper Southern Airlines CZ3613 flights, the flight has a discount package, the price is 1160 yuan.

After the success of the reservation, Linan friend found that the ticket itinerary is reversed, need to handle refund procedures. According to the usual operation, Linan promptly handled the refund procedures.

After the refund, Linan friend soon received a refund message, refund fee charged 476 yuan. A friend asked her why the refund fee is so high? Linan also froze.

Immediately Linan hurriedly with Southern Airlines contact, South Air customer service told her, she set the ticket in Southern Airlines price of 1280 yuan, due to refund in two hours before Take-off, South Airlines in accordance with the proportion of 10% refund fee, that will charge a refund fee of 128 yuan.

Linan asked why they charge 476 yuan refund fee, the other response, the ticket is not in the Southern Airlines official ticket, but the agency out of the ticket, Southern Airlines in the deduction of 128 yuan refund fee after the remaining amount will be returned to the agent, recommended its advisory agents.

Linan then to Ctrip advice. In the voice of Linan customer service dialogue, Ctrip Customer service explanation, Linan purchase ticket is Ctrip launched a travel package fly enjoy activities, according to the rules of activity, the product if refund or change, it is necessary to refund the full 348 Yuan fly enjoy gold, "This cost is really high, you need to do the corresponding commitment."

In fact, since the introduction of Ctrip Fei Jin activities, not only linan a person in the refund when the high cost. Sina Weibo, a "bridge north" of the user was Ctrip deducted 387 yuan after the flight to enjoy gold, in micro-blog on the feeling: "The so-called fly-enjoy gold is the wager"-smooth travel, the purchase of tickets is almost the lowest discount;

February 11, Sina Weibo real name certification for the Sina Financial columnist "Li Jiajia Audrey" also issued a microblog, said it for the family bought a ticket from Guangzhou to Nanjing, one way price of 1059 yuan, after the change due to the trip need to refund, Ctrip told in addition to the airlines charge each 234 yuan refund fee, Also want each extra charge fly to enjoy the service fee 308 yuan, total refund fee as high as 542 yuan. Li Jiajia on Weibo, "is that reasonable?"

Questionable "offers"

Then the travel package fly enjoy activities in the end is a what let sales activities, Ctrip agreed to what kind of return to sign the rules?

March 9, Ctrip Beijing Public Affairs Department director Zhao Yue on the rule of law weekend reporter said, travel package flying activities is Ctrip in late January 2015 launched the preferential activities, mainly for travel planning strong, travel fixed leisure tourism customers, currently only in part of the route implementation.

Zhao Yue Introduction, due to travel packages fly enjoy the combination of air tickets and ctrip combination of tourism products, usually more than consumers buy ordinary ticket products cheaper. The user who buys this product, can obtain "fly to enjoy gold" concessions. However, if the user to apply for a refund or change, in addition to pay the refund fee or the same cabin rescheduling fee, but also to return the activities to give preferential "fly to enjoy the money."

Let Linan confused is, in the consumer's general cognition, airline ticket price relative to the agent will be higher than some, did not want to carry out this product, the so-called 348 Yuan "Fei enjoy gold" concessions, the entire price reached 1508 yuan, than the airline 1280 yuan also more expensive out of more than 200 yuan, And I just enjoy more than 30 dollars worth of air insurance.

For Linan doubt, Ctrip Customer service explanation, provide this package products include the company's procurement costs, including navigation insurance, and so on, if the plan to travel can enjoy the benefits of the package, if the itinerary has changed, can only be refunded "Fei enjoy Gold".

Wu Jingming Analysis of the Institute of Economic and Commercial law of the People's Republic of Beijing, although Ctrip has done a benefit, but it may be based on customer booking back to sign the data, calculated in the provision of this preferential service, roughly will have a large proportion of users will appear refund or change, so as to "Fei-Enjoy In the name of the concession to attract more consumers to order this type of ticket, so that the benefits of high refund fees.

Beijing Consumer Association legal Adviser Chu Baochang on the rule of law weekend reporters, according to the provisions of the Contract law, the provision of the format of the party should follow the principle of fairness to determine the rights and obligations between the parties, and to take a reasonable way to draw the other party's attention to exempt or limit their responsibilities.

"As there is a big difference between the refund and the regular ticket, the operator should make a prompt in the prominent position so as to protect the consumers ' right to know and choose." "Chu Baochang to the rule of law weekend reporter said.

Zhao Yue said that the "travel package" of many operations and booking rules, are in line with current industry practices, and customers in the reservation package products, the booking interface will have detailed product descriptions to facilitate customers understand the booking package products related provisions.

The new law stipulates that the operator may not exclude or restrict consumer rights, reduce or exempt the operator from liability, and aggravate the consumer's liability to consumers ' unfair and unreasonable provisions.

Chu Baochang that even a clear notification to the user does not mean there is no problem with the service. Chu Baochang that, with long-range to enjoy the service of the Agreement, users to refund the high refund fee, there is a significant increase in consumer responsibility suspicion.

Where is the discount for flying activities?

Goyu Shan, director of the Consumer Protection Professional Committee of Beijing Bar Association, told the weekend reporters that Ctrip's "Fei Jin" clause is unfair, mainly because it has not provided with the amount of the flight of the corresponding products and services.

To Linan Encounter for example, Goyu Shan said, Ctrip said it for consumers to pay 348 yuan of Fei, first need to pay attention to 348 yuan of what service content, this needs to carry the evidence, if not proof, you can not deduct consumer corresponding ticket. Otherwise, it will violate the principle of equivalence of rights and obligations in contract law.

Goyu Shan that, apart from air tickets and air insurance, Linan did not enjoy any other services, significantly unfair, operators should be returned to consumers more than the deduction of "Fei-enjoy" money.

Zhao Yue also in response to the rule of law weekend reporter, said: "This order, due to supplier operation problems, resulting in customers do not receive 100000 points of unlimited travel coupons." The company will make up the unlimited travel coupon of 100000 points of guest value. Zhao Yue said that the technical staff will soon in the flight of the preferential information to add the content, March 10, the reporter found that the relevant content has appeared on its official website.

"There is no question of fare increase as a result of the coupons in the package can offset travel expenses," he said. "Zhao Yue Introduction, according to Ctrip's integral exchange rules, this integral can be used for Ctrip domestic tourism and outbound travel products, each single limit to use a coupon, order 5000 minus 100, the expiration date of May 31 can be unlimited use."

"As for the 100,000 integral its true value is how much, this is the market behavior, the consumer may judge according to own travel situation, if it provides has the corresponding integral preferential activity, is difficult to say Ctrip violates the fair principle." "Goyu Shan said.

However, the 100,000 points are not entitled to the benefits of the "travel package". Take the March 12 Guangzhou fly Shanghai Southern Airlines CZ3525 flight for example, March 9, the reporter in Ctrip official website to see that the flight also marked "travel package fly enjoy preferential activities", and its price and the South Airlines official website prices are 1180 and 1280 yuan, with the price of Linan reservations similar to the flight.

Reporter noted that the "travel package" content does not contain 100,000 points or other services (although the March 10 reporter noted that the flight added a value of 100,000 points of travel coupons); some flights with "travel package fly" will be marked with "ritual". Provide guests with the first class lounge experience in the airport service.

Zhao Yue said that due to the different suppliers, its cooperation with Ctrip in the introduction of the promotional activities will also have differences.

Linan in with Ctrip customer service negotiations, the other side expressed willingness to refund more than 100 yuan Linan, the reason is "user experience bad done compensation", but Linan to this compensation is not satisfied. As for Ctrip said will compensate for its 100,000 points, Linan think, their tickets did not see the so-called 100,000 points, insist that Ctrip can return "Fei-enjoy gold."

Chu Baochang suggested that, once there is a dispute, consumers as far as possible with the operator to negotiate a solution, if the consultation fails, consumers can complain to the consumer association, if the above-mentioned means of protection is difficult to resolve, you can choose the way of litigation.