The whole network has been opened to protect rights and carry plagiarism reports
Recently, after buying tickets for the Phoenix Legend concert, a netizen found that his position was blocked by a column, which made it impossible to watch the stage normally, and asked the ticketing platform to refund the ticket but was refused.
This incident reflects the pain points in cultural and entertainment consumption. The performers provide cultural products and services, and form a commodity transaction relationship with consumers who pay for tickets.
Among them, how to find a balance between the particularity of cultural services and the legitimate rights and interests of consumers needs to be carefully viewed.
Cultural and entertainment services have the characteristics of timeliness and non-replication, which are different from customized products. Obeying the laws of the market, cultural and entertainment performances will set different ticket prices due to different seating areas and visual effects.
This requires consumers to know what kind of seat they are buying when they buy a ticket. If the description of the ticket information is not clear and unambiguous, the consumer can ask for additional information before deciding to make a purchase.
However, if there is a gap between the consumer's subjective expectations and the actual service received, it cannot be simply compared to the quality of the product.
At the same time, unlike catering, accommodation and other services, cultural and entertainment performances also have irreproducible uniqueness. Consumers should take this peculiarity into account when purchasing tickets.
After the performance, it is impossible to restore the cultural content and atmosphere of the scene, so it is not possible to request a refund according to the custom of "product return". If the binding force of the ticketing contract is denied, the rights and interests of the service provider will be harmed.
Therefore, the consumption of cultural and entertainment services cannot be compared with the commodity transaction model, and consumers need to carefully evaluate it in advance. Performers should also try their best to meet consumers' reasonable expectations for the content of cultural services.
In this consumer dispute, it is worth discussing whether the platform has made a clear description of the seat information. The "Regulations on the Administration of Online Taxi Booking Information Services" clearly requires that the release of travel booking information should be true, accurate and complete.
As an intermediary of online ticketing information, the ticketing platform should also earnestly fulfill the obligation of authenticity of the product description, and cannot avoid liability only by disclaimer.
If the platform does not adequately describe the restricted view of the pillar seat, the consumer's right to know will undoubtedly be compromised. Then the consumer's request for a refund is worthy of the platform's patient solution, and cannot be simply rejected on the principle of contract.
Platforms need to reflect on their own shortcomings in information disclosure, and in the future, they should also strengthen the notification of the characteristics of cultural and entertainment services, rather than reflecting location differences based on prices alone, so as to effectively protect consumers' right to know.
The specific seats obtained by consumers are the result of the joint decision between the performer and the platform. If there is indeed a mismatch between the price and the quality of the service, both parties should put themselves in the consumer's shoes and actively communicate to solve the problem.
Performers need to reflect on whether the seating planning and design are well thought out to avoid similar situations where the view is blocked. It is also possible to enhance the experience of the problematic seats before the performance by installing monitors and other means.
Platforms should also pay attention to user evaluations and inform consumers in advance of existing problems.
In the event of a consumer dispute, if the service fails to fully meet the reasonable expectations of consumers, the performer and the platform should also be open and understanding.
Actively communicate with consumers to find solutions, rather than simply sticking to the contract. This helps to maintain a good cultural consumption environment.
It can be seen from this case that the current legal policies and technical means for cultural and entertainment consumption to safeguard legitimate rights need to be further improved. Consideration can be given to establishing a quality evaluation system for cultural performance services, so that consumers can fairly reflect the situation that does not match expectations.
At the same time, it is also necessary to clarify the responsibilities of different entities, improve consumer complaint channels and means to protect legitimate rights. Only by making consumers feel that their rights and interests are respected can we promote the better development of culture and entertainment.
At the specific operational level, the organizer and the platform can also absorb some technical means, use 3D models, etc., to allow users to understand the actual seat situation more intuitively, and eliminate disputes caused by opaque information.
For seats with blind spots, the platform should inform the risk in advance when selling.
Through the efforts of all parties, the particularity of cultural and entertainment services and the protection of consumer rights and interests can be coordinated to the greatest extent. This requires relevant departments and regulatory departments to further improve the laws and policies on cultural consumption to safeguard legitimate rights.
At the same time, it is also necessary for the main body of the industry to take an active role and earnestly assume its due social responsibility. Only when the whole society forms a joint force and consumers feel that their legitimate rights and interests are respected, can the cultural and entertainment industry continue to prosper and develop in harmony.