The price war leads to the decline of tourism service quality, and the weak of the online artificial consultation service aggravate consumers ' dissatisfaction

Because the service quality is seriously not in line with the expectation, the tourism holiday products become the main direction of the complaint. In the complaint, it is considered that "the service and the product are not in conformity with the description." "The value behind the price of a holiday product is dynamic," says Jia Jianqiang, CEO of 6 people Travel network. ”

and a number of tourism industry insiders told reporters that in 2015, the major tourism power products price war will continue to play, even more than the 2014 momentum.

The price war of electric dealers leads to the decline of tourism service quality

Tour-oriented holiday products are typical non-standard tourism products, the price is not only the air ticket + hotel, but also contains more services in the line, online OTA through the price to win the user's purchase before the line, but the real service providers (wholesalers or the community) can be through the follow-up service quality control and new value-added points to compensate, Seemingly exactly the same line, but the value behind it can vary.

For example, originally worth 7000 yuan of tourism products, in order to price war to 6000 yuan, for this part of the price loss, in the travel process can be completely through the reduction of service standards, such as the itinerary may be mentioned is a five-star guide, but the actual process of tourism is a four stars tour guide, this is the value Or in the increase in the cost of the project back, so the price war is the price, but also reduce the quality of service.

The industry cited an example, in the past a period of time, several online booking platform, in order to compete for market share, a big price war, the South Korean tour line from 4999 Dozen to 2999, 1999, 999 Yuan. On the surface, tourists benefit, travel Network deputy general Manager, Chief brand officer Xu Xiaolei said, "This price war greatly aggravate the quality of tourism services decline."

The online booking platform of the vacation area, itself does not produce the line, only sells the traditional travel agency wholesaler or the operators product, and the traditional travel agency store does not have the essential difference. In order to get a lower price, the platform is bound to guide suppliers to provide a price advantage of products, so that wholesalers in order to meet the needs of online Ota, will be individually designed in price advantages of products. These products on the surface and other lines are no different, but in the quality of service there is a big difference, because the traditional line wholesalers and operators do not have the so-called market share demand, the core goal is to ensure profit margins in the case of expanding service size.

Online Labor advisory services weaken consumer dissatisfaction

The customer unit price is high to a certain extent determines the importance of the service. The customer unit price is high, the consumer requests to the service also will raise correspondingly. With air tickets, hotels and other low customer unit prices, tourism products (especially outbound travel products) need a large number of advisory, communication and service links, the travel agent at present only by calling customer service center can not meet the needs of consumers.

Jia Jianqiang that the online labor advisory services to the investment is far below the offline travel agency stores, users can only through a text line introduction to understand this product, on-line booking platform for customer service can only do a comparative basis for the interpretation, processing some reservations process problems, on the line itself is not really familiar with, therefore, Because the early stage of the product details of communication, consumers only understand the good side of the line, but can not very clearly understand the line in the experience of the bad part.

One detail that is often overlooked is: the traditional travel agency store interpersonal communication has its strategy, after the contract travel product completes, the service personnel may point out that this traveling product might encounter some force majeure factor, the tourist in the process if has the care not to ask many magnanimous, such human exchange is also in unceasingly pulls down, To appease the tourists psychological expectations of travel.

Jia Jianqiang has been in charge of the holiday business in an online booking platform, for the major online OTA output users, in 2 years of sampling survey found that online purchase of tourist line products more than twice times the rate of travel agency outlets.

Online travel needs more human services

He found an interesting phenomenon: one aspect, the same line, consumers on the online platform is expected to be higher than offline, Internet users in the concept of more open and smart, while online booking platform on the brand and quality of service promotion, so that on-line consumers to buy tourism products when the price of the higher expectations, but in fact , there is no essential difference between the lines purchased online or offline, but the booking method is more convenient.

Starting from his own experience, Jia Jianqiang that airfare, hotel field price war, let the market return to more efficient booking services, can save manpower to improve social capacity, but the price war in the field, will only let the entire service chain in the online platform for the scale of services, all the thoughts are focused on how to reduce prices, Rather than the improvement of product innovation and service experience. And reporters interviewed a number of tourism industry, 2015, the price of tourism products in the major travel Chamber of Commerce continued to play, even more than the 2014 momentum.

Online tour operators face more of seemingly technical problems on the line, such as the cancellation of orders, promises not to cash, and so on, traditional tourism enterprises are facing more tourism process of service reception issues, such as hotel facilities, tour guide and so on. Travel Network deputy general Manager, Chief brand officer Xu Xiaolei Summary, consistency lies in, tourism services in the final analysis is the service to people, if completely superstitious technology first, technology to solve everything, it is certainly not good travel services. "Where there is demand, services are upgraded. In addition to the standardized order processing process, the tourism service which takes outbound travel as the core market needs more humane and caters to the needs of tourists. "Roaming network deputy general manager, Chief brand officer Xu Xiaolei said."

Tourism service is ultimately a service to people, if completely superstitious technology supremacy, technology to solve everything, it is certainly not good tourism services. --Xu Xiaolei

The price war in the holiday industry will only allow the entire service chain to scale for the online platform, focusing on how to lower prices, not product innovation and service experience. --Jia Jianqiang

Online ticket

Where are you going? NET to buy ticket refund to charge high fees

Online clubs sell products sometimes low to below cost, such as selling low-cost air tickets are actually to sell insurance money, and once the change to sign will pay a high fee.

China e-commerce complaints and Rights protection public Service platform received user complaints monitoring, to the Beijing News reporter provided Ota website consumer complaints Three specific cases: Shanxi's Mr. Ma complained to where to buy tickets, the user said that the ticket to change the sign to receive 50% change the fee; Ms. Lu, Zhejiang province complained about where to buy tickets to refund, Agents are responsible for charging high refund fees.

Mr. Ma in Shanxi to complain about where the net, for example, he bought the afternoon of November 30, 2014 ticket, order number for akl141130154111550. Due to the date of the ticket change, the next 20 minutes to call the consignment request to change the date, the consignment did not send any confirmation message or phone, he thought where to go to the status of the site tickets show no ticket, incredibly to accept 50% of the change fee.

Where to go? The net gives the explanation is: to the proxy time of the ticket, where to go net also has the clear stipulation, after the payment is completed, the user will be given the final time limit; If the ticket is overdue, the net will be paid to consumers in full, if "out of the ticket" state lasts more than 15 minutes, consumers can also exercise the "right to regret", Apply for full refund.

Where to go? The net to the Beijing News reply to the internal processing process of the complaint, showing the user submitted the ticket to apply for a refund, than the airlines out of the ticket time is 25 seconds late, but the user side of the order show lag, still for "no ticket application refund."

Yia Jianfang, assistant analyst at the law and Interests Department of China's E-commerce Research Center, commented: Online travel web site charges high refund fee is obviously unreasonable, which also exposes the industry's unspoken rules, has been a number of media explosion. Put aside a high refund fee, as a ticket booking platform, where to go online travel site should be in the consumer's purchase to remind, at the same time in the merchandise introduction page eye-catching place marked return ticket description.

Reporter from the Beijing Tourism Quality supervision of the situation is that the relevant online travel complaints are mostly not suspected of violating the law, in accordance with customary terms are usually coordinated by the two sides to solve. Complaints against consumers, where to go to the network, Ctrip Travel Network and other well-known tourism sites to deal with the problem in a timely manner for consumers, and complaints against consumers to reply to the question.

Travel power business complaints of the hardest-hit in the issue of return to the central, there are deep-seated reasons. 6 People Travel Network CEO Jia Jianqiang explained that online travel and traditional society in the commercial profit model is very different, the traditional society relies on the customer to order the product to earn money, earns is the intermediary service charge, but the online society sells the product sometimes the price is low below the cost, for instance sells the low price ticket to earn actually is incidentally sells the insurance the money, And once the cancellation is to pay high fees, or to suppress resources at low prices, such as 100 yuan cost of products sold 80 yuan, to attract customers, increase traffic.

Case study

Taobao 2 yuan "tourist voucher" trap

Miss Wang and his wife want to go to Hong Kong and Macao to travel recently, the choice of Taobao selling a tourist coupons, just 2 yuan can buy a value of 3980 Yuan Hong Kong and Macao 4 days, 3 nights double tour coupons. Ms. Wang calls the travel voucher on the telephone consultation, the other party said "such sales are supported by the HKSAR government", so the price is cheap, in addition, each person also has to pay 170 yuan guide tip and 50 yuan port handling charges. Because it is a coupon, it will not sign a travel contract. Looking at the online records of more than 400 transactions, she did not hesitate to the underground list and reported the name. Fellow people are travel coupons in the way of the group, some shopping malls, companies to promote the distribution, some do fitness card sent. Four days trip down, Ms. Wang was guided by a day in the shopping mall, and finally bought more than 20,000 yuan of diamonds, watches, returned by the identification are fakes. Want to complain, a query only know, travel coupons on the "XX travel agent" and contact telephone are false.

"Case Study and warning"

Tourism quality Supervision and management staff of the National Tourist Administration, introduced that this kind of travel voucher management is a vicious price competition, is the tourism administrative departments to crack down on illegal behavior. The Hong Kong Government has no knowledge of the alleged "such sales are supported by the Hong Kong government".

When a travel agency operates a travel agency by Internet, its homepage shall contain the name, legal representative, license number and business scope of the travel agency. Tourists should pay attention to the relevant information and verify when they purchase the tourist products online.

Tourists buy tourism products, including through the Internet to buy tourism products, and travel agencies to sign a travel contract, agreed to accommodation, vehicles, meals and other standards, set out by the travel agencies to arrange the number of shopping, shopping place name, the maximum length of stay and the need for tourists to pay the tour items and prices.

When shopping, the tourist should ask the merchant to issue the invoice, indicating the purchase commodity name, quantity, unit price, and stamped the Merchant invoice special chapter or the financial chapter, the traveler should carefully check and save the invoices after receiving the invoice.

When tourists take part in tourism activities, they should consider the quality of tourism products, the quality of tourism service and price comprehensively, do not simply pursue low prices, overcome the advantage of the lucky mentality, otherwise the interests will be damaged.

Ways to Safeguard

Enquiry 12301 Confirmation of legality

For the increasing number of tourism dealers and network contracts, tourists have problems to find who?

It is understood that the current China's management of travel agencies or territorial management, in accordance with the National Tourism Administration, "travel complaints handling measures", where the contract parties are going to complain about, for example, Tianjin travel agency in Beijing, the relevant departments in Beijing is only to help deal with the main complaint or in Tianjin.

The development of tourism electric business makes travel more convenient, but the legality of electronic contract and after-sale service, many consumers are still more puzzled. In this regard, Zhu Yi introduced, online registration tours, many electric dealers give the electronic contract, for this new thing, there is no formal use of the norms, at the legal level is not fixed and clear. The relevant departments are also studying how to incorporate them into the normative jurisdiction in order to protect the legitimate interests of consumers to the maximum extent. The current comparison of insurance practices is that consumers in the signing of electronic contracts, be sure to inquire (call 12301 National Travel Advisory Telephone) and determine the legality of the other travel agency, at the same time, will be my identity information and contact details on the note, which is equivalent to me and the relative travel agency signed a travel contract, And remember to remit the travel expenses to each other's public accounts.

If there is a problem, the tourists should go to the electricity dealer's establishment to make a complaint. Another situation is, for example, a tourist electric company headquarters in Shanghai, but its branch in Beijing, and signed a travel contract with the branch, then tourists can directly to the Beijing Tourism Department to bring quality complaints.

Remind】

There are many traps in electronic contracts.

When buying a holiday product online, many consumers look at the contract or product description, often holding "all the same", "almost" mentality, the additional provisions are not attached. In fact, some provisions that are unfair to consumers are often hidden in seemingly "stereotyped" provisions. The Travel Act stipulates that a written contract or an electronic contract must be given to a visitor when the order is generated. Many consumers of online electricity dealers often don't care whether they get the contract, and the online ordering of tourist products is very common.

(Original title: Behind the online price war more is to reduce service quality)