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China Consumer News
3.15 Voice of Consumers omni-media interactive platform
Received news clues to reflect
The consumer bought it for 655 yuan
May 21 Mayday Beijing concert tickets after the ticket
I was unable to watch the concert due to a broken bone due to an accidental fall
So he asked Damai for a refund
After submitting a certificate of diagnosis issued by the hospital
Damai.com still refuses to refund money
What the hell is going on
Let's take a look at the reporter's investigation
01
Due to a fall injury, I was unable to attend the concert as scheduled
The consumer requested a refund from Damai.com and was denied
On April 30, Mr. Liu, who lives in Baoding, Hebei Province, spent 655 yuan to buy a Mayday ticket for the Beijing concert on May 21 on Damai.com. After purchasing the ticket, Mr. Liu accidentally fell and injured himself, resulting in the inability to attend the concert as scheduled. Mr. Liu's sister, Ms. Liu, immediately contacted the customer service of Damai.com to apply for a refund, and the customer service replied: "According to the project announcement, there is no longer a refund right, please adjust the itinerary to watch the performance normally." ”
Screenshot of the order and reply from customer service. Courtesy of the consumer
Mr. Liu's sister, Ms. Liu, submitted a diagnosis certificate from the Affiliated Hospital of Hebei University on May 3 in accordance with the requirements of Damai.com. The diagnosis certificate shows: "Left lateral malleolus bone fracture, joint skin laceration, obvious pain, limited movement, it is recommended to rest in bed for four weeks, and the cast is fixed." After submitting the diagnosis certificate, Damai.com still refused to refund the ticket: "I have confirmed for your feedback that the performance ticket is a valuable performance voucher, not an ordinary commodity, and it carries cultural services behind it and has the characteristics of timeliness and scarcity, and this order does not support return." ”
Refund will still be denied after submitting a medical certificate. Courtesy of the consumer
The ticket issuance status shown in the order details provided by Ms. Liu is: "Pre-sale, pending ticketing, the organizer has not issued tickets, and tickets are generally issued 1-2 weeks before the performance." Ms. Liu told reporters: "The audience is indeed unable to go to the scene due to objective reasons of physical injury, and the performance tickets are in the pre-sale state and have not yet been issued, why can't the tickets be refunded?" After I initiated multiple complaints, the final reply from Damai was that the organizer did not agree to refund the ticket. ”
02
The reporter's investigation found
"Conditional withdrawal" is actually not refundable
On May 7, the reporter saw on the Damai APP that the sales page of the concert was marked with the words "conditional refund".
On May 9, the reporter consulted Damai.com online, and the customer service sent the reporter the "Ticket Purchase Instructions". The reporter found that the deadline for refund (13:55 on April 30) was before the start of ticket sales (15:55 on April 30). The reporter asked the customer service why there is such a regulation, and the customer service replied: "The refund deadline has passed, and refunds are not supported for the time being." ”
The ticket purchase instructions issued by Beijing Huale Extraordinary Culture Communication Co., Ltd., the organizer of the concert, show:
Tickets for the show will be available for pre-sale at 13:55 on April 27 on Fun Island and Damai.com;
From 13:55 on April 27 to 13:54 on April 28, there is no handling fee for refunds;
From 13:55 on April 28 to 13:54 on April 30, a 20% handling fee will be charged for refunds;
After 13:55 on April 30, no refunds or exchanges of any kind will be accepted.
Refunds made between 13:55 on April 27 and 13:55 on April 30 will be resold at 15:55 on April 30 on Fun Island and Damai.com, and no refunds or exchanges of any kind will be accepted.
Ticketing instructions issued by "Huale Extraordinary". Profile picture
On May 9th, the reporter opened the Fun Island APP and found that the concert also displayed the mark of "conditions can be refunded", and the reporter wanted to contact customer service online for consultation, but after the transfer to the manual, the page showed that there were 844 people queuing in front, and after the reporter waited for 1 hour, the page showed that there were still 692 people queuing. Subsequently, the reporter sent a private message to "Huale Extraordinary" on Weibo, saying that he wanted to conduct an interview on the issue of non-refundable tickets, but did not receive a reply as of press time.
03
The concert "non-refundable" has become a hot spot for complaints
Netizens questioned that the "conditional refund" was a fraud
The journalist noted
"Damai Official Bo", "Huale Extraordinary", "Fun Island".
In the official Weibo
Many netizens complained under the relevant Weibo content
The reporter's investigation found further
Complaints about non-refundable concerts
It has become a hot spot for online complaints
On May 9, the reporter searched for the keyword "concert + non-refundable" on a complaint platform, and the results showed that there were 4,712 related complaints. The reporter searched for the keyword "Mayday + non-refundable", and the results showed that there were 209 related complaints, of which hundreds of them were complaints about Damai, Fun Island, and Huale Extraordinary since April 30.
Black Cat complained about the collective complaints against Damai Guanbo, Fun Island and Huale Extraordinary. Profile picture
04
Legal Experts
The standard terms are unreasonable
Consumers have the right to request a refund
The Notice on Further Strengthening the Standardized Management of Large-scale For-profit Performance Activities and Promoting the Healthy and Orderly Development of the Performance Market jointly issued by the Ministry of Culture and Tourism and the Ministry of Public Security in September 2023 clearly states that "performance organizers shall establish a refund mechanism for large-scale performance activities, set reasonable tiered refund fee standards, and protect the legitimate refund rights of ticket buyers." ”
Recently, the Jiangsu Provincial Consumer Protection Commission released a special analysis of consumer complaints in the entertainment performance market, which pointed out that since most unconditional refunds are basically limited to 48 hours after the first ticket is sold, the unconditional refund time limit has often passed when the second ticket is sold, compared with consumers who buy tickets for the first time, although consumers who buy return tickets pay the same price, they do not enjoy the same right to refund. Under the strong real-name system, performance tickets cannot be transferred or transferred, such as encountering unforeseen problems such as sudden illness, consumers cannot attend the performance, and the ticketing platform refuses to refund the concert tickets on the grounds of scarcity and timeliness, which undoubtedly increases the burden on consumers.
On May 10, Hu Gang, deputy secretary-general of the Legislative Affairs Committee of the Internet Society of China and a member of the lawyer group of the China Consumers Association, said in an interview with reporters that consumers could not attend the show as scheduled due to accidental falls after purchasing tickets, and had submitted a diagnosis certificate issued by the hospital to the ticketing platform, and consumers had the right to request a refund. "The ticketing instructions issued by the operator belong to the standard terms unilaterally prepared by the operator, and the ticket page is marked with the words 'conditional refund', but in fact the ticket cannot be refunded at all, which may mislead consumers due to the operator's misrepresentation. In addition, the deadline for refund is obviously very unreasonable before the start of ticket sales, whether it is a second-sale performance ticket or a first-time sale of performance tickets, a reasonable cascade refund fee standard should be set to protect the legitimate and legitimate refund rights of consumers. (China Consumer Daily WeChat official account)