Online tourism to complain about the hardest-hit areas, the rapid expansion of service capacity is insufficient

In recent years, online tourism is becoming more and more prosperous, at the same time, it has become the hardest hit of tourism complaints. According to the Beijing Industry and Commerce Department issued February consumer complaints, involving 311 tickets booking services, accounting for the total number of complaints 58%. According to the Spring Festival holiday this year, the Shanghai Municipal Bureau of Industry and Commerce 12315 Center received a total of 538 complaints from consumers, of which travel service complaints up to 69, the year-on-year increase of 2.5 times and 1.5 times times respectively. Rome Rome, industry turmoil, how to eliminate the test of regulatory wisdom. Experts suggest that from the relevant policies and regulations, market and other aspects of the establishment of a new form of tourism effective supervision, to provide tourists with comfortable and safe online tourism environment.

Online travel to complain about the hardest-hit

With the improvement of people's living standards, domestic high-speed railway and other rail transport facilitation, Internet tourism applications, more and more tourists prefer to buy tourism products online. China's online travel market was trading at 277.29 billion yuan in 2014, according to the data released by Eric Consulting. However, while online travel services are convenient for people to travel, also brought the infinite "heart plug": The online booking of the room, to the hotel unexpectedly was shut out; in advance of the online shopping tickets, can take the purchase voucher, Exchange point but anyway do not admit, said the Bali 5th tour, even the end of only 4 days.

3 15 complaint platform for the travel of the Chinese network February 2015 tourism Complaints public opinion data show that in 93 effective complaints, more than half of the complaints related to online tourism enterprises. This February coincides with the Spring Festival Golden Week, many people choose to go out to travel. However, the huge amount of online orders also brought "Sequela" to some sites, because the late service is difficult to place, so many tourists in the contract performance of tourism products caused by the dispute constantly.

The National Tourism Administration monitoring shows that during the golden Week of the Chinese New Year, the National online tourism service complaints rose markedly, online tourism complaints reflect the main focus on three aspects: first, lodging and attractions tickets booking, such as not promptly notify the reservation after the confirmation or canceled, the product price is not true, services and products and the description does not match. Second, the ticket booking, due to cancellation of reservations caused by the withdrawal of visa barriers. Third, holiday products, such as the reduction of service standards, travel arrangements unreasonable, complaints processing is not timely.

Insufficient service carrying capacity under rapid expansion

China's online tourism turmoil has long been a free-for-all state, the chaos behind the image of the tourism industry has been a chronic disease.

Objectively speaking, this is related to the rapid development of online tourism industry in recent years. On the one hand, with the expansion of online tourism web site, its products cover air tickets, hotels, attractions tickets, holiday products and other products, more and more rich. More and more stalls, the foundation is not reliable, leading to a fault of service; On the other hand, the number of online tourism services in recent years has become more and more tourists, and the service capacity is insufficient, which is one of the reasons for this long holiday online travel complaints.

Subjectively, the online tourism enterprises themselves to the online tourism enterprises of service quality and standards, has not formed an industry consensus. Sun Changjiang, director of Beijing Dacheng law firm, said that a number of electric business platforms exist "Overlord clause", the relevant provisions are sometimes not at a glance, you need to carefully open one click, but few consumers can understand the terms.

The service of the online tour enterprise has failed repeatedly, which also reflects the lack of supervision. At present, the Government's policies and functions obviously lag behind the market innovation, the complaint has no door is now a big loophole of the O2O mode, the supervision is weak often let consumer eat big loss.

The traveling electric business needs to perfect the Post-sale service

The development of online tourism service is an important supplement to the tourism market by satisfying individual tourism consumption demand, which plays a very important role in expanding the tourism market. However, at the same time when the volume of business surges, such as false propaganda, overlord clauses, consumer disputes need to strengthen the standard, otherwise it will become the bottleneck of its development.

First of all, tourism products are very special products, tourists are not only the air tickets, hotels, scenic spots, shopping and other material consumption, they are more concerned about the whole process of the journey of the inner experience and spiritual harvest. Tourism services in the final analysis of the people's services, only to consumers feel comfortable, the Internet convenient, fast can be better to show.

Secondly, we need to strengthen the regulation of market entry threshold. Guo Yingzhi, a professor of tourism management at Fudan University, said that on-line tourism enterprises should also adopt a registration system to audit their business qualification.

Moreover, the regulatory authorities should play a role in increasing the supervision of the online tourism market and adhering to the "combination of regulation and service" and "congestion". The National Tourism Administration has issued "travel agency products third party network trading platform operation and service Requirements", on the online tourism platform must be publicized information and its rights and obligations to travel agencies have done in principle guidance. The regulatory authorities should put the law into practice and constantly improve the laws and regulations to adapt to the new situation that the market may appear.

Finally, pay attention to consumer complaints. Each tourist city government should open a variety of consumer complaints channels, and set up specialized agencies to deal with complaints in a timely manner. This can protect the legitimate rights and interests of tourists, on the other hand can be found in the tourism market problems, targeted to formulate preventive measures, so as to achieve effective supervision.