Consumers buy ticket deal success Ctrip break the promise of default

Data Map Guide: Through the Ctrip to buy tickets, trading success but broken faith, consumers encounter mandatory refunds, Ctrip is suspected of default?　　Every day 315 This period of concern: Ctrip.　　BCC Beijing September 24 News According to the Sound of economic "every day 315" reported that the Mid-Autumn Festival, the National Day is approaching, many booking sites have already launched Low-cost tickets, but not every site can fulfill the low price commitment. Recently we received a complaint, there are consumers through the Ctrip low price purchase ticket, but after the payment, before I leave but also received customer service call said that the price of the ticket has been increased, to continue to fly will add money, without adding money on the refund. Consumers face two choices, either forced to change or cancel their travel dates before they travel, or consumers can only refund.　　But whatever the consumer chooses, its own interests are compromised.　　Mr. Cai and colleagues in Guangzhou, two people in mid-September in Dongguan, Guangzhou, ready to return to Changzhou, Mr. Cai habitually dialed the Ctrip booking phone. Mr. Cai: Ctrip to verify my information, said that you can book tickets, two, I put people, time and so on, said that the success of booking a week, sent over.　　At that time is 4:10, booking success, mobile phone also successful deduction, two tickets 1480 yuan, and then came to express my ticket information.　　The result is 4:30, they called me, said my ticket to the price, to rise more than 1000, the original is about 740, now to 1088, I said no, I have bought success, everything in my pocket, you also said the price hike, there is no reason. Mr. Cai looked at the message that Ctrip had sent two of notices in a row, and then the bank also sent the deduction of the success of the text message, how he also think impassability, how to deal with success, payment, Ctrip can also change his mind, if the increase in the money after Ctrip to continue to raise money how to do?　　He immediately dialed Ctrip's phone. Mr. Cai: I saw the message and called again, and he said that they couldn't do it or let me complain.　　On the phone at the same time, about 9 minutes after the cancellation of my ticket, I did not agree to cancel. I went to complain, customer service said there is no way, then came a surname Wang's director, said they have the responsibility, is willing to help me to fill the difference of the ticket, for me to get the ticket.　　I said is not the question of money, you unilaterally cancel my order, you ctrip is not wrong, then he immediately hung up.　　At the same time, Mr. Cai dialed Ctrip, without the consent of Mr. Cai, Ctrip had already revoked his orders, Mr. Cai for Ctrip's behavior is particularly angry, so Mr. Cai is certainly unwilling to accept the other side two hours after the remedial measures, compensation for the difference. Mr. Cai: I have booked another ticket at home, so he called me two hours later and said I didn't agree to the difference.　　Such a large company at least to recognize a mistake, ticket reservations, but you have finished after the price, and then did not negotiate, cancel my order, this is not a mess? To continue to fly will add money, no money on the mandatory refund, Mr. Cai booked a ticket how did not thinkYou will face this dilemma. Mr. Cai in the Ctrip booked tickets encounter mandatory refund, rights and interests are violated, want to defend and be ruthless hang up the phone many times, Ctrip service attitude is really so unbearable?　　To verify that Mr. Cai's encounter is true, the reporter to Mr. Cai's friends in the name of the customer call Ctrip. Customer Service: Because I am the ticket, also according to the airline fares, what discount can come out what kind of price, when booking does have the price, but wait until the confirmation of the ticket, the airline said that the discount has not been.　　And the system out of the ticket and deduction is divided into two parts at the same time, when there is a ticket when the position, on the deduction, did not want to confirm the airline said no, so deducted the paragraph. This situation does not happen often, only a few times, after all, domestic ticket changes very quickly. Encounter such a problem, we ctrip will help you pay the middle price difference.　　Once we give you a message that the booking is successful, that our contract has been established, the ticket should be for you, without your confirmation, we can not cancel the order. Ctrip admits that the contract has entered into force, but it still does not have the consumer's consent to force a refund, Ctrip's behavior is suspected of default?　　How can consumer rights be violated?　　It's not just Mr. Chua and his friends who have been forced to cancel orders, we have also received a complaint from Mr. Chiang in Guangzhou, Mr. Chiang's booking experience and Mr. Chua's difference is that he is not by telephone to book a low price ticket, but the same is that he is also a successful payment was forced to revoke the refund. Mr. Chiang: I booked an air ticket on the website of Ctrip, and after five or six hours, a customer service called to say that the price can not be sold, not the price, let me choose another flight.　　At that time also did not give a solution, the money directly back to me. Later I sent micro Bo, to find their Ctrip customer service reflects this thing, customer service said there will be a Commissioner to verify, give me the solution.　　The result came the next day, completely without my permission, and gave me my money straight back.　　Mr. Cai after several times, Ctrip agreed to fill the price difference, but Mr. Cai did not agree, Mr. Chiang in consultation when he put forward since it is ctrip to make up the difference, but was rejected. Mr. Chiang: I want Ctrip to help me change the sign, replenishment price, these have not talked about, forced to give me a refund, without my consent.　　I do not want him to give any compensation, their unilateral mandatory refund, the cancellation of consumer orders, I would like to let him give a reasonable explanation, and to give us a formal apology, in addition, they will regulate their own consumption behavior. Mr. Chiang said that Ctrip has not given Mr. Chiang a reasonable explanation so far, and Ctrip is still on the line to sell the low-priced tickets that have been raised.　　"Every day 315" program group contacted Ctrip North China public affairs manager Ma Yu, she gave the company explanation. Ma Yu: For whatever reason, first of all, we sincerely apologize to consumers. What we now know is this: guests in the netAt the time of submission, there is already a relevant description, this is a special class, this order will be applied to the airlines, the unsuccessful words will be refunded to the guests.　　We explained on the Internet that there is no guarantee that there must be a seat.　　Second, the application of the position can not be deferred orders, confirmation time and delivery time need to increase about one hour or so.　　Third, in the non working hours, such as Monday to Friday before 9 o'clock, after 16:30, as well as statutory holidays, booking tickets will be waiting for work time confirmation.　　Four, the application of the space for the change of the restrictions will be many, the specific need to see the corresponding rules. There are problems now, we are also the first time willing to bear the price difference for the guests, because Ctrip is only a booking platform, airlines have a lot of factors are not we can control, there are "first collect money, and then not on the ticket" situation is very few, apply for positions also need to pay first.　　If no application, this part of the difference will have Ctrip commitment.　　In response to the above topic, Beijing Chaoyang law firm lawyer Hu Gang and economic voice special commentator Baohua respectively published their own comments. Baohua: Ctrip Staff reply is more frankly, the consumer did not understand the things truthfully stated, including for the special position order instructions, including two sets of how the system operation instructions. If the information is symmetrical, it is easier for consumers and businesses to reach a consensus.　　But there is a double relationship between the consumer and the Ctrip: the first relationship is the relationship between the member and the member organization, Ctrip only provides the corresponding service to its member. Second, the relationship between consumers and Ctrip is the relationship between buyers and sellers, that is, Ctrip have the corresponding tourism products for sale, consumers to buy. However, the Ctrip staff responded to the sale of the relationship is to help consumers apply, the equivalent of intermediary services, is the relationship between purchasing.　　However, the process of personal purchase, the general consumer is to the money to carry Ctrip, Ctrip out of the bill, so it is the ordinary consumer with Ctrip directly generated trading relationship, and there is no intermediary purchasing links. Hu Gang: With the development of the Internet, especially the development of the Internet Business Travel Service, the business travel website is the agent of the airline, the hotel agency or other service provider of the travel service, including their intermediaries, all of which are integrated on a network platform, which provides an information service,　　This is also a representative of the online Service Web site clear business model, in the relevant legal person judgments on this business model is confirmed. But for consumers, two of the cases discussed in this episode were ordered by consumers through 400 phone calls, and so paid for by credit cards or bank cards, and paid for Ctrip's operating company, so consumers and Ctrip operating companies entered into a contractual relationship.　　And the contract in the process of making the offer and commitment is very clear, and does not violate any legal prohibitions, so the contract was established. However, Ctrip only to the price adjustment, can not continue to perform as a reason, with aA kind of compulsory refund means that the failure to perform the contract or terminate the performance of the contract, in the absence of any statutory circumstances, especially the absence of legal requirements of force majeure factors, this behavior is a unilateral breach of the Act, should bear the corresponding liability for default. Baohua: Ctrip is the ticket booking in the status of this site is very high, we also placed great expectations, at least now see, we are very satisfied with the attitude of this matter. But their commitment to do things themselves must do, do not wait until the consumer, the media repeatedly cross-examine, repeated complaints, to do what should have been done.