Recently, the well-known domestic online consumer dispute mediation platform "Televator Bao" (315.100ec.cn) received complaints from users that it was inconvenient to travel due to the epidemic, and there was an overlord clause in the "Walk and See Travel" under Wuxi Walk and See Technology Co., Ltd., refusing to refund on the grounds of special prices.
On October 28, Ms. Yang of Jiangsu Province reported to the "Telegraph Bao" that she purchased two copies of the 799 yuan 5 days and 4 nights island time route on the WeChat public account [Walking and Traveling] on May 13, 2021, for a total of 1598 yuan. There are currently no travel appointments and no charges accrued. Ms. Yang said that due to the normalization of the epidemic, travel is inconvenient. On October 28, 2021, the order number cannot be found on the official account, consult the official account customer service to let you view the order in the Youzan app. So on the Youzan select app and walk to see the customer service to ask for a refund, the merchant does not refund on the grounds of special goods. Ms. Yang said that this is the overlord clause, and Ms. Yang's appeal is to ask the merchant to deal with it quickly and refund the full amount of 1598 yuan.
(Note: The picture is provided by Ms. Yang)
After receiving the user's complaint, we will transfer the complaint case to the relevant staff of the platform for proper handling as soon as possible. In this regard, the travel staff told the "telegraph treasure" the same and mechanical feedback: it has arranged online customer service to contact the guest again for the first time.
According to the enterprise database (cop.100ec.cn), walking and looking at travel belongs to Wuxi Walking and Looking Travel Agency Co., Ltd., which was established on May 26, 2015, and the legal representative is Mu Chen Jinqiong. The company said that its main semi-independent tour and group tour explosion, do not do massive products, to rough extraction, first do a star line, and then continue to cover the world's popular destinations.
According to the effective complaints of users in the online travel field accepted by "E-Sue Bao" (ranked according to the number of complaints), walking and looking at travel ranked second.
Since 2021, the online travel platforms involved in the complaints accepted by "Televect Bao" include Lianlian Peripheral Travel, Walk and See Travel, Travel Cost-Effective, Flying Pig, Couple's Parent-Child Tour, Ctrip, Qunar, Donkey Riding Tour, Tongcheng Travel, 123 Micro Travel, eLong, Tuniu, Tujia, East and West, Donkey Mother, Piglet Short-term Rental, Tuniu, Yunkezan, etc.
In addition, the "Telegraph Bao" accepted user rights protection cases shows that in the first half of the year, "walking and looking" is suspected of having problems such as refund problems, overlord clauses, and after-sales service.
【Telegraph】Overlord clause? User complaints about "walking and seeing travel" refund is only 40% refunded and has not been answered
On October 14, Ms. Wu of Fujian Province reported to the "Telegraph Bao" that she purchased three walking and watching "Snow Country Train" tourist packages through the recommendation of the public account of Playtime on December 2, 2020, with a total price of 2087 yuan, purchased online, WeChat payment, and no invoice was issued. On December 4, I used two tickets, and then I was induced by the tour guide to add more than 4,000 yuan to buy other experience projects. Based on the poor experience and service of the group ticket that Ms. Wu saw, as well as the situation that she was preparing to get pregnant, it was like returning the remaining group ticket, and the customer service said that she could only refund 40% of the uninsured expenses such as tour guides, fares, meals and insurance.
Ms. Wu said that from the beginning of August 2021, the application was still not refunded to the account by the end of September 2021, and there was no indefinite evasion. Later, look closely at the platform's cancellation instructions can not refund the full amount of the reason, is simply the overlord clause, serious infringement of consumer rights and interests, the purchase of package tickets has not been reported to the group and did not enjoy any services, hotel and scenic tickets have not incurred actual costs. Ms. Wu now demands that the balance of her due be refunded in full and arrive at the account within the legal time.
After receiving the user's complaint, we will transfer the complaint case to the relevant staff of the platform for proper handling as soon as possible. In this regard, the travel staff sent feedback to the "telegraph treasure" that it has been arranged for online customer service to contact guests again for the first time.
【Case 2】User complaint "walking and looking" Overlord clause Refund needs to deduct 60% handling fee Has been replied
On September 14, Ms. He of Guangdong Province reported to the "Telegraph Bao" that she purchased the 599 Yunnan Tour in the link to the promotion article of the official account on March 25, 2021 (now the public account has deleted the article), and originally intended to travel eleven times, but before the reservation platform confirmed the success of the reservation, she saw various negative evaluations of the travel agency on the Internet, and there was false publicity, so she contacted customer service and applied for a refund on the platform. The customer service replied that there would be an after-sales contact, but the after-sales service was deducted from the 60% handling fee on the grounds that the tour group was locked when the tour group paid for the low-cost tour group.
Ms. He said that this is simply a hegemonic clause, and a closer look at the travel agency is really catty, publicity and customer service are walking to see the trip", the promoter deleted the article early, but the beneficiary is "Yunnan Time Travel Agency", the main name of the company is "Jiangsu Dianlian International Travel Service Co., Ltd." The three travel agencies are affiliated with Wuxi, Yunnan and Nanjing, Ms. He said that if it is a regular travel agency, why is it so operated.