Reimbursement signed by the profit-making has long been the gray area of ​​the ticket sales market

Zhang from each reporter by reporters from Beijing

Recently, Ctrip.com, an online travel website, was exposed by CCTV reporters. Its travel package has the behavior of "overlord". The refund fee is staggering. The total fare is 1,057 yuan. Ctrip charges a refund of up to 473 yuan and only 584 yuan.

The Daily Economic News reporter survey found that the above scenario is not the case, there are many consumers have similar experiences. Industry experts believe that the profit-making signed by the retreat has long been the gray area of ​​the ticket sales market.

Relevant lawyers said that if there is false fraud Ctrip, consumers can be resolved through consultation, but also to the relevant departments complaints; if civil rights to claim the right, you can request an additional 3 times the price of compensation.

Ctrip: agents decided to retreat sign policy

The Daily Economic News reporter survey found that the above scenario is not the case. A named "Zhao Qian" consumer complaints, said refund three days in advance, Ctrip was asked to pay fare 80% of the fare. Another consumer from Shandong said that due to a scheduled time error request refund, a total fare of 1212 yuan ticket, Ctrip staff required to deduct 840 yuan.

In addition, some consumers complained that 986 yuan fare tickets, because the bound travel package, refund 24 hours in advance, Ctrip staff was informed that only refueling and airport construction costs 180 yuan. There are consumer complaints, 7.2 discount China Eastern Airlines tickets, request a change of signature, you need to pay 60% of the fare change fee; if you want to refund, you have to pay 80% of the refund fee.

It is noteworthy that, according to airline regulations, the full price fare refund before departure take only 5% fare refund fee charged after take-off 10% of the normal change only need to pay 10% of the sign fee.

Ctrip such a refund for such a high signing fee phenomenon, an industry expert on the "Daily Economic News" reporter said that as OTA (online travel agents), Ctrip airlines fares increase after the sale, you can earn a Pen difference; once the passengers need to refund, usher in the second profit point, that is, "fee." If consumers do not find the airline to verify the actual refund requirements, it will be unwittingly being "stolen" the middle of the high spread, falling into the agent's pockets.

In an interview with CCTV reporter, Ctrip has not given a definite reply on the issue of who has a high refund of fare. Interviewee in the industry believes that Ctrip claim that they did not refund the fare statement, to be verified.

To this end, the "Daily Economic News" reporter called Ctrip company, in response to the above questions, stakeholders said, "This package appears on the proxy platform, whether it is the pricing of the ticket, or the refund policy signed by the agents are Decided, not Ctrip decided, that is, refund the fee signed signed will not flow into Ctrip as a listed company, we will give full consideration to consumer rights and interests, not for tens of dollars to force consumers to complain.

Another industry expert on the "Daily Economic News" reporter revealed that with the reduction of agency commissions ticket and market competition intensified by reimbursement signed to profit for the gray area of ​​the ticket sales market, which for the benefit of consumers and the entire ticket Market norms have caused damage.

As a result, pulling out the most important part is the agent link. With the parity platform, the traditional electricity supplier, and even hotels and travel agencies self-built website pressing harder and harder, as represented by Ctrip OTA become the target of public criticism. A large number of agents where to go through the network, Taobao and other sites give the lowest discount air tickets and hotels, so that consumers are hard to resist.

The Daily Economic News reporter found at other online booking sites that agents are preempting low-cost tickets and bundling airline insurance in common. Insiders said that the price of domestic air tickets have been more transparent, the price difference between agents to get generally not large. In order to grab customer sales volume, each agent will often come up with part of their commission proceeds to the customer, and will be bundled with other potential consumer content, such as tying insurance profits than selling tickets alone more.

Lawyer: There are two problems with this approach

This time the focus of attention outside the Ctrip travel package. In response to Ctrip's reply, the package provides that 30% of the unscripted fee will be charged two hours prior to take-off, 40% of the fee will be refunded within two hours (inclusive) before take-off and after the take-off.

Purchase packages get the discount, consumers receive one hundred thousand points worth of travel coupons. With this coupon, Ctrip purchase domestic and foreign tourist products over five thousand dollars, you can reduce 100 yuan; full ten thousand yuan, you can reduce 200 yuan.

In other words, consumers can enjoy this coupon Ctrip 2% discount travel products, the price is 40% refundable or even higher when the refund fee. If a passenger buys a travel package ticket that can not be refunded, if there is a mistake, he will not get any money. Airline regulations, refund fees to ticket prices prevail, airport construction costs and fuel surcharges, will be returned directly to consumers.

In response to the above questions, Zhao Zhulin, a lawyer at Beijing Zhilin Law Firm and a legal advisor to the China Internet Society Credit Evaluation Center, told the Daily Economic News reporter that there are two problems with Ctrip's approach. The first is the chargeback fee charged far higher than the airline refund fee, even taking into account the provision of a tourist package, including travel coupons, but the value is far less than the loss of refund, for consumers In terms of, obviously unfair, in accordance with the contract law, when the contract was found to be unfair, consumers can request cancellation.

Secondly, according to Zhao occupation, Ctrip discounted airline ticket discount information when providing travel packages. According to the Consumer Protection Law, consumers have the right to know, that is, they have the right to know the real situation of the goods purchased or used and the services they receive. Therefore, Ctrip suspected infringement of consumers' right to information. If Ctrip deliberately, leading consumers to make the wrong choice, but also suspected of fraudulent, should assume the responsibility of fake a lose three.

Ting Road, Dean of the Institute of the speed of the "Daily Economic News" reporter said that not only Ctrip, multiple e-commerce platforms exist "King terms" is actually a way of marketing Internet companies - bundled consumer spending, If you do not use the package may not require such a high refund fee, but the package attracted consumers, Internet consumers seldom have detailed understanding of the terms, Internet companies are hidden in the provisions of the relevant provisions of the consumer later in the complaint is Less able to win.

To this end, experts advise consumers to buy tickets on the ticket discount, price, accommodation, restrictions on use, after sales terms and more attention. According to the airline's rules and regulations, different classes of air tickets in the refund will be charged a different amount of fees, special fares tend to limit the non-refundable, and Economy class full fare tickets must be refundable, before taking off the aircraft 5% refund fee , Take off 10% of the refund fee, the full refund of the tax bill, not included in the refund fee calculation.