The survey of the 30 tourist routes of the China National Association for tourism was &quot, and the-winlinez

The 30 travel routes survey of China Association for consumers: 100% encounter "shopping" — Anhui channel — the original title of the people’s website: 30 travel routes survey of China Association for consumers: 100% encounter "shopping", China Consumer Association released 2016 tourism service re experience report in October 9th. 30 tourist routes, part of the line service was better than last year, but the situation of breach of contract, compulsory consumption, change the line, black tour guides, scenic environment health problems still exist, including shopping links is a prominent problem — on the eve of national day, Chinese Consumer Association held the domestic tourism service experience survey, mainly in for the first time last year to experience the 30 tourist routes in the investigation of poor performance. The survey results released in October 9th showed that the scenic spots and tour guide services had been significantly improved, but the problems of compulsive consumption, induced shopping and random route change were still serious. The experience of the 30 routes all indicated that they had been promoted in the tourism process, with a proportion of 100%. According to the China Association of goods services supervision department director Pi Xiaolin introduction, the survey found that 22 typical problems involving safety, contract violations, violations of mandatory spending, tour guide, lack of management, rules of willful serious violations of the legitimate rights and interests of tourism consumers, and has the typical problems clues handed over to the departments of tourism. The tourist guide is the leading person in the whole tour process, with the tourist tour and the service. In the survey, the experiential service scored 74 points for the tour guide service, which was significantly higher than the last year’s survey score (68 points), and 61.7% of the experienced members affirmed the tour guide’s service, which was mainly reflected in the tour guide’s explanation, attitude and emergency handling. For example, 91.7% of the experiential staff reflect the guide’s explanation carefully. From the content of the explanation, it includes scenic spots, news, allusions, etc., and also includes the attention of local diet. In addition, before entering the scenic area, the tour guide will also focus on the possible consumer traps. In the tour guide attitude, only 5% members have experience reflects the tour guide for visitors acrimony behavior, and words are not directly heated, but complaining tone, generally to sell at their own expense or tour guide project denied visitors in the night, such as "out of tourism are so blind, don’t know what to play is?" Compared with the fierce and bad attitude of 6.3% of the tour guides last year, it has been greatly improved. As a service provider, service area is also greatly improved, 35.1% experience found positive aspects in the area of services, embodied in the public facilities and security measures, such as some scenic areas are equipped with free drinking water, convenient for visitors to access at any time, a scenic part of nursery room, can be used for infants with tourists. Although the contract is not standardized, although the tourism law has always stressed that the contract is the key to the protection of the rights and interests, there is still no sign of contract in the market. 10% experience staff said that the travel agency has not signed a contract with, but by the online confirmation, electronic itinerary, single group contract. In terms of the content of the contract, the price of the same group, the ambiguity of information and the unstandard usage of the language still exist. 41.5%, 56.5%, and 56.6% participants said the contract did not include detailed accommodation information, traffic information and food and beverage information. With the development of the network, it is the norm of tourists to inquire the quotation of tourist routes through the Internet. But some travel agencies use online and offline information unequal, in the official network to release low price information to deceive consumers, suspected of false propaganda. Survey shows that 27.3% of the experience of travel agency staff to reflect the official website of the information and travel agency staff told the inconsistent information, among them, 66.7% of the inconsistency is the price, the price is lower than the official website of the staff informed the price, 16.7% is not consistent in route planning. In this regard, the travel agency staff either take "the system is not updated in time" for reason, or direct declaration of "all the travel agency to provide information." Compulsive consumption still exists. Last year’s investigation revealed five irregularities, such as violation of contracts, forced consumption, changing routes, black guides and bad environment. This year, 30 lines continue to exist. These problems still exist. Among them, compulsory consumption, tour guides’ Commission and higher selling price are particularly prominent, resulting in a reduction of 64 percentage points from last year’s 66 points. 26.7% of the experience indicated that there was a super plan or forced shopping in the course of the tour. 11.7% of the experienteer clearly indicated that the tour guide was forced to take part in the self – fee project, and 41.7% of the experienced staff reflected the tour guide, but did not force it. 35% of the participants said they saw or heard other people in the tour group mentioned that the tour guide had the case in the scenic spot. From the view of coercion, but discovered last year until deception, threats, forced tying and other customary manner, this survey also found such as the use of compassion, superstitious publicity, isolated tourists, denounced such forced or disguised forced consumption of "new tricks", in fact, a superficial reform. In addition, part of the line experience also found the existence of a tour guide to check tourists shopping tickets. In view of the frequent occurrence of tourist problems, Li Zhizhuang, vice president of Tongcheng tourism, said that the tourism sector could consider introducing the evaluation mechanism of tourists to tour guides, which would improve service quality. In the same way tourism, if the user subscribe to the self run product, he can score the tour guide through the tour guide evaluation system, which will become an important index to decide the result of the tour guide assessment. Any tour guide who has had any irregularities can not enter the supply chain system with the same route. During the health care of the food and beverage service, the three meals a day should be solved outside, and the catering service is an important part of the tourism experience. Compared with the 60 points of last year’s catering, this year, the experienced person scored 61 points for the restaurant. The main problems were the disagreement between the catering and contract commitments, the unhygienic group meals and the rejection of invoices. Let the tourists suck, some meals not only don’t eat well, even the basic food hygiene is a problem. Such as Beijing Hainan (Beijing Xindu International Travel Agency) line, the group meal to eat "with wool". Some tourists say the Yuntai restaurant in Mount Wutai is "messy". It is worth noticing that during the experience process, the experients put forward the invoicing demand for the group meals and their own meals, but 40% experienced members encountered the phenomenon of restaurant refusing to invoke on the journey. In addition to eating, accommodation is also an important part of the travel experience, affecting the overall experience of the travel process. In the survey, 25.5% of the experiential members indicated that their hotel’s grades were not consistent with those in the contract, and another 1/4 thought the price of the hotel was inconsistent with its location, grade and service level. Consumers Association Deputy Secretary General Kuri Shimotohiro said that the construction of safe and comfortable environment for tourism consumption depends on tourism destination city managers, government departments and tourism practitioners to improve the level of management and service ability for incorrigible, the problem of frequent travel and tourism industry, scenic spot and the surrounding restaurants, hotels, and shopping places for severely punished. (commissioning editor Ma Lingling and Guan Fei)

中消协30条旅游线路调查:百分百遭遇"被购物"–安徽频道–人民网 原标题:中消协30条旅游线路调查:百分百遭遇"被购物" 中国消费者协会10月9日发布2016年旅游服务再体验调查报告。30条旅游线路中,部分线路服务比去年明显改善,但违反合同、强制消费、更改线路、黑导游、景区环境卫生问题等情况依然存在,其中购物环节问题最为突出―― 国庆前夕,中国消费者协会开展了国内旅游服务再体验调查,主要针对在去年首次体验调查中表现不佳的30条旅游线路。10月9日公布的调查结果显示,景区、导游服务有明显提升,但强制消费、诱导购物、行程路线随意改变等问题依然严重,30条线路的体验员均表示在旅游过程中遭遇了推销,比例达100%。 据中消协商品服务监督部主任皮小林介绍,调查中共发现22起涉及安全隐患、合同违规、强制消费、违规导游、疏于管理、规则任性等严重侵害旅游消费者合法权益的典型问题,并已将典型问题线索移交给了旅游主管部门处理。 景区、导游服务有所改善 导游是整个旅游过程的主导者,伴随游客整个旅游行程并提供服务。在本次调查中,体验员为导游服务评分74分,明显高于去年调查该项评分(68分),且有61.7%的体验员对导游的服务表示肯定,集中体现在导游讲解、态度和突发情况处理等方面。 比如,91.7%的体验员反映导游讲解仔细清楚。从讲解内容看,既包括景点、见闻、典故等,也包含当地饮食注意事项。此外,在进入景区前,导游还会着重提示其中可能存在的消费陷阱。 在导游态度方面,仅有5%的体验员反映有导游对游客恶语相向的行为,且恶语并不直接激烈,而是有抱怨口吻,一般发生在游客晚到或导游推销自费项目被拒绝后,如“出来旅游都是这么盲目的,不知道要玩什么是吧?”跟去年6.3%的导游言辞激烈、态度恶劣情况相比,已经大为好转。 作为服务提供方,景区服务也大幅改善,35.1%体验员在景区服务中发现值得肯定的方面,集中体现在便民设施和安全举措上,比如部分景区内设有免费直饮水、方便游客随时取用,部分景区设有哺育室,可以供带婴幼儿游客使用。 合同不规范问题突出 虽然旅游法一直强调合同才是保障权益的关键,但市场上依然存在不签订合同现象。10%的体验员表示,旅行社未与之签订合同,而是以网上确认单、电子行程单、出团单替代合同。 在合同内容方面,同团不同价、信息含糊和用语不规范等问题依然存在。有41.5%、56.5%和56.6%的体验员表示,合同中不包括详细的住宿信息、交通信息和餐饮信息等。 随着网络的发展,通过互联网查询旅游线路报价乃至下单已是游客的常态。但部分旅行社利用线上线下信息不对等,在官网发布低价信息诱骗消费者,涉嫌虚假宣传。 调查显示,27.3%的体验员反映旅行社官网上显示的信息与旅行社工作人员告知其的信息不一致,其中,66.7%的不一致在于价格,即官网显示价格低于工作人员告知价格,16.7%的不一致在于线路规划。对此,旅行社工作人员要么以“系统未及时更新”为理由推脱,要么直接声明“一切以旅行社提供信息为准”。 强制消费依然存在 去年的调查中,违反合同、强制消费、更改路线、黑导游、景区环境恶劣等五大违规现象极其严重。今年重走30条线路,这些问题依然存在,其中强制消费、导游拿提成和商品售价高等问题尤为突出,导致今年购物部分评分由去年66分降低至64分。 26.7%的体验员表示旅游过程中存在超计划购物或强迫购物。11.7%的体验员明确表示导游强迫参加自费项目,41.7%的体验员反映导游反复推销但未强迫。还有35.0%体验员表示看到或听到旅游团内其他人提到导游有在景区商家拿提成的情况。 从强迫手段上看,除了去年发现的软磨硬泡、诱骗、威胁、强制搭售等惯用方式,今年调查又发现了诸如利用同情心、迷信宣传、孤立游客、公开指责等强迫或变相强迫消费“新招数”,实际上换汤不换药。此外,部分线路体验员还发现存在导游检查游客购物小票的现象。 针对导游问题频发,同程旅游副总裁李志庄表示,旅游界可考虑引入游客对导游的评价机制,倒逼服务质量提高。在同程旅游上,用户如果预订自营产品,可通过导游评价系统为带团导游打分,这将成为决定导游考核结果的重要指标,任何有过违规行为的导游人员都无法进入同程的供应链体系。 餐饮服务卫生堪忧 旅游期间,游客一日三餐均要在外解决,餐饮服务是旅游体验中重要一环。与去年餐饮部分60分相比,今年体验员对餐饮评分61分,主要问题是餐饮与合同承诺不一致、团餐不卫生和拒开发票等。 让游客闹心的是,部分团餐不仅吃得不好,连基本的餐饮卫生都成问题。如北京―海南(北京新都国际旅行社)线路中,团餐吃到“带毛肉”。有游客表示,在五台山吃团餐的云台饭店“脏乱差”。 值得注意的是,在体验过程中,体验员对团餐、自费用餐点均提出开发票需求,但40%体验员在旅途中遭遇了餐厅拒开发票现象。 除了吃,住宿也是旅行体验的一个重要环节,影响旅行过程的整体感受。本次调查中,25.5%的体验员表示其所住酒店的档次与合同中承诺的不一致,另有四分之一认为酒店的价格与其地理位置、档次、服务水平不一致。 中消协副秘书长栗元广表示,建设安全舒心的旅游消费环境有赖于旅游目的地城市管理者、政府有关部门及旅游从业者大力提高管理水平和服务能力,对于屡教不改、问题频发的旅行社、旅游从业人员、景区及周边、餐馆、酒店、购物场所,进行严肃查处。 (责编:马玲玲、关飞)相关的主题文章: