The China Consumers Association today (11th) released the 2024 "May Day" holiday consumer rights protection public opinion analysis report. Monitoring found that consumer complaints during the May Day holiday in 2024 are mainly focused on transportation, scenic tourism, consumer services, culture and entertainment.
According to the data center of the Ministry of Culture and Tourism:
In 2024, the total number of domestic tourism trips nationwide during the May Day holiday will be 295 million, a year-on-year increase of 7.6%, and an increase of 28.2% compared with the same period in 2019 on a comparable basis;
The total travel expenditure of domestic tourists was 166.89 billion yuan, a year-on-year increase of 12.7%, and an increase of 13.5% on a comparable basis compared with the same period in 2019.
According to data from the Ministry of Commerce, the sales of key retail and catering enterprises across the country during the May Day period increased by 6.8% compared with the same period last year (April 29 to May 3, 2023).
According to the statistics of the National Film Administration, the box office and the number of moviegoers also exceeded the same period last year.
In order to further gain insight into the changes in consumer demand during the long holiday, focus on the hot spots of consumer complaints, and play a role in social supervision, the China Consumers Association used the Internet public opinion monitoring system to conduct online big data public opinion analysis on the relevant consumer rights protection from May 1 to May 6.
During the monitoring period, a total of 1495969 pieces of "consumer rights protection" complaining information were monitored, accounting for 5.59% of the total information volume of "consumer rights protection". In 2024, consumer complaints during the May Day holiday will mainly focus on transportation, scenic tourism, consumer services, culture and entertainment.
(1) Transportation
During the monitoring period, there were 637392 pieces of negative information about "traffic travel", accounting for 42.61% of the complaining information, with an average of 106,000 pieces per day. The related entries of "second light" and "12306 seconds" for the sale of train tickets on popular routes rushed to the first place in the hot search, and "buying long times short" once again became the core of the topic. In some areas, the brutal carpooling of taxis has aroused a small range of concern.
Daily trend chart of negative information about transportation and travel
Example 1: 12306 is questioned in favor of "buying long by short"
Workers' Daily: Approaching the "May Day" holiday, issues such as "May Day train tickets are not in seconds" and "buying long and short" continue to attract attention. According to reports, when a lady bought a G1278 high-speed rail ticket on May 1 on the 12306 APP, she found that she chose to buy "Wuhan-Tianjin" without a ticket, but she had a ticket to buy an extra stop and choose "Wuhan-Tangshan". Some travelers and netizens questioned 12306's move to support the behavior of "buying long and multiplying short" in disguise. In response, the railway department responded: "buying long and short" is not encouraged or recommended. In response to the problem that passengers are forced to "buy long and short" in actual operation, 12306 customer service replied: The railway department does not want passengers to spend more money, but the capacity is limited after all, and the allocation of tickets will give priority to meeting the needs of long-distance passengers.
Example 2: The taxi driver forcibly locked the two women who had already boarded the car and waited for the carpool
China News Network: On May 5, a taxi driver in Jiangxi forcibly locked two women who had already gotten into the car, got out of the car to pull people to carpool. According to the parties, the co-pilot also had a seat, and the driver locked the door without the woman's consent in order to make more money, got out of the car to pull people, and the money was charged per person. The Nanchang Municipal Transportation Bureau of Jiangxi Province issued a statement saying that at 16 o'clock on May 6, the taxi involved was found and the driver was summoned to the Qingshanhu Brigade of the Municipal Traffic Law Enforcement Detachment for investigation. At present, the vehicle involved has been temporarily impounded and ordered to suspend business for three days for rectification.
(2) Scenic spot management
During the monitoring period, there were 416,301 pieces of negative information about "scenic tourism", accounting for 27.83% of the complaining information, with an average daily volume of 69,000 pieces of information. It peaked at 94,000 on May 6. During the monitoring period, safety accidents, congestion and other emergencies occurred in many scenic spots, exposing the shortcomings of the scenic spots' insufficient emergency response capacity and insufficient preparation.
Daily trend chart of negative information about scenic tourism
Example 1: A rockfall incident occurred in Hengshan Scenic Area, Shanxi Province, resulting in 1 death and 5 injuries
CCTV News: On the afternoon of May 2, a number of tourists reported that the Hengshan Scenic Area in Hunyuan County, Datong City, Shanxi Province suddenly fell and injured tourists. The Hengshan Scenic Area Management Center issued a notice on the rockfall incident in the Hengshan Scenic Area on May 2, saying that at about 15:05 on May 2, 2024, a rockfall occurred at the Hufeng Mouth of the Hengshan Scenic Area, resulting in 6 tourists being injured, of which 1 tourist died due to his injuries and was unfortunately killed after being rescued, and the remaining 5 injured were not in danger of life and were being observed and treated in the hospital.
Example 2: Tourists in Baoquan Tourist Area in Xinxiang, Henan Province are stranded, and a large number of tourists hike more than ten kilometers down the mountain
Beijing Youth Daily, CCTV: On May 2, some netizens posted a video saying that a large number of tourists in Baoquan Tourist Area in Xinxiang, Henan Province were stranded in the scenic spot, with too many people and limited capacity, and there were no corresponding countermeasures in the scenic spot, resulting in a large number of tourists being forced to walk down the mountain overnight, and more than ten kilometers of mountain roads were full of stranded tourists. Late at night on May 2, the Baoquan Tourist Area issued a letter of apology and proposed compensation measures.
(3) Consumer services
During the monitoring period, there were 223172 pieces of negative information on consumer services, accounting for 14.92% of the complaining information, with an average of 37,000 pieces per day. Among them, there are no chickens in the flower chicken, and the reappearance of the "consumer assassin" has sparked heated discussions.
Daily trend chart of negative information about consumer services
Example 1: There are no chickens in the flower chicken in Hefang Street, Hangzhou
Chao News: Recently, some netizens posted a video saying that they bought three chickens called Hua in a store on Hefang Street in Hangzhou, Zhejiang, one of which was opened and eaten on the spot, and the other two were taken home and opened to find that there was only soil and no chickens. This matter has aroused social concern. On the afternoon of May 6, the Market Supervision and Administration Bureau of Shangcheng District, Hangzhou City, said that the merchants involved had been suspended for rectification, and the store operator compensated consumers 1,000 yuan.
Example 2: Travel to meet "spicy strip assassin", 85 yuan a catty
Economic Observer: On May 1, a blogger posted a video saying that he found a "spicy strip assassin" in a childhood theme snack shop in Suzhou, Jiangsu, the price tag said 1 Mao 7, which seems to be very cheap, but it is in "grams", the actual price is 85 yuan a catty, the cashier did not say the price of the goods when paying, and he picked some spicy strips for a total of 187 yuan. The Market Supervision and Administration Bureau of Gusu District, Suzhou City, Jiangsu Province, reported on May 2 that after verification, the situation reflected online was basically true. Although the on-site goods are clearly marked with prices and do not violate the relevant price laws and regulations, they do not conform to consumers' cognition of the price labels of ordinary goods. The store has been urged to rectify the situation, and the spicy noodles sold on the site have been changed to a package price (ranging from 3 yuan to 15 yuan according to the net content).
(4) Culture and entertainment
During the monitoring period, there were 161123 pieces of negative information in the category of "culture and entertainment", accounting for 10.77% of the complaining information, with an average of 27,000 pieces per day. Music festivals and concerts around the country are quite popular among young people during the holidays, but controversies such as poor performance results and insufficient operational capacity have also emerged.
Daily trend chart of negative information about culture and entertainment
Example 1: Bubble Island Music Festival bus paralyzed and tens of thousands of people were trapped
Bailu Video: On May 1, some netizens posted a complaint that after the Tianjin Bubble Island Music Festival ended in the evening, the bus paralyzed tens of thousands of people were trapped, the security personnel left first in the car, the shuttle bus capacity was seriously insufficient, and a large number of people were stranded in no order.
Example 2: The audience at the Kunshan Station of the Time Classic concert shouted for a refund
Pear Video: Recently, at the "Time Classic Concert Kunshan Station" held at the Kunshan Sports Center in Jiangsu Province, many viewers shouted for ticket refunds. Some netizens complained that there were many problems in the event, such as poor sound quality of the concert, suspected false publicity, and fake singing.
A comprehensive analysis of the public opinion and typical cases of consumer rights protection during the monitoring period can be found that the consumer demand explodes instantaneously during the festival, and the structural imbalance of supply has become the main reason for the current consumer rights protection. In the cultural tourism and catering industries, "price assassins" and inducing consumption and other dishonest business stubborn diseases have "risen", and potential safety hazards cannot be ignored.
This year's "May Day" consumer market continues to be hot, the popularity of small and medium-sized cities is growing, the expansion of high-quality service supply is imminent, and consumer safety issues have aroused concern.
(Source: People's Daily client)