On September 2, the network economic agency announced the consumption rating data, annual complaint data and typical cases of "Walking and Looking" in the first half of 2021 through the big data analysis of the real user complaint cases accepted by "Walking and Looking" (Wuxi Walking and Looking At The Tour) (Wuxi Walking and Looking At The Technology Co., Ltd.) in the first half of 2021.
First, walk to see the travel user complaint data released: 3 times "cautious order" rating
In the first half of 2021, the national life service consumption rating list is based on the massive big data of the consumption dispute cases of 85 life service enterprise users accepted by the third-party platform "Tele litigation treasure" (315.100ec.cn), a well-known domestic online consumer dispute mediation platform that has been running for more than ten years, and its data rating is completely automatically generated by the system.
In the first half of 2021, a total of 13 complaints were listed on the list of life service platforms, and some of them will be selected for the "2021 (Upper) E-commerce User Experience and Complaint Monitoring Report" routinely released by The E-commerce Research Center of The Network Economic and Social E-commerce Research Center, which is jointly released by China's "Belt and Road" top 10 influential social think tank, and disclosed through the 3000+ journalist database registered through the network economic society subscription.
Released today is the "Walk and See Travel" telegraph consumer rating data. According to the "Telegraph Bao", since 2021, "Walking and Looking" has received a total of 11 consumption ratings, of which 8 have been "recommended orders", 3 times have been "cautious orders", and the overall consumption rating in the first half of 2021 is "recommended orders".
Second, "walk and look at the trip" semi-annual tele-litigation treasure complaint data
2.1 Distribution of consumption problems
According to the "Dianshubao" e-commerce big database (data.100ec.cn) of the network economic society, "walking and looking" is suspected of having problems such as refund problems, overlord clauses, and after-sales service.
2.2 Regional distribution of complaints
According to the "Dianshubao" e-commerce database of the Network Economic and Social Society, the top ten areas of users who complained about "walking and traveling" in the first half of 2021 were Zhejiang Province, Hubei Province, Shandong Province, Shanghai Municipality, Beijing Municipality, Guangdong Province, Jiangxi Province, Anhui Province, Shanxi Province, and Hebei Province.
2.3 Gender distribution of complaints
According to the "Dianshubao" e-commerce big database of the network economic and social agency, 12% of the users who complained about "walking and looking at the trip" accounted for 12% of boys and 88% of girls.
2.4 Proportion of complaint amount
According to the "Dianshubao" e-commerce big database of the network economic society, the consumption amount of users complaining about "walking and looking at the trip" is mainly 1000-5000 yuan and 500-1000 yuan, accounting for 76% and 12% respectively.
III. Disclosure of Typical Cases
【Case 1】Users who reported that they could not travel due to the epidemic refused to refund the ticket by "walking and seeing the trip"
On June 24, Ms. Peng of Jiangxi Province complained to the "Telegraph Bao" that she had purchased 3 Yunnan tours 599*3+3 Hainan tours 799*3 for a total of 4194 yuan in 2020 while walking around Wuxi, and had not traveled during the Spring Festival because of the epidemic, and then in the first half of 20201, it had been closed and could not make reservations, so it had not been able to travel. Due to the impact of the epidemic, it has not been used, so Ms. Peng hopes that the merchant can refund, but the merchant refuses. Ms. Peng feels that her rights as a consumer have been seriously infringed, and Ms. Peng's current appeal is that the merchant can refund it.
【Case 2】The user complained that the "walking and seeing" purchase package had not yet made an appointment to travel, and the refund deducted nearly half of the handling fee caused dissatisfaction
On May 24, Ms. Chen of Jiangxi Province complained to the "Telegraph Bao" that she bought a 6-day, 5-night, cost-effective Yunnan Classic Tour for 6 days, 5 nights, and 599 yuan through the WeChat public account of Duo Ma Accompanying Baby, and took 2 copies. After personal reasons can not travel to apply for refund, in the afternoon after-sales call to understand the situation, informed that a refund can be made. During the period, Ms. Chen contacted the customer service again, and the customer service informed that it had been resold and then handled by the after-sales service. On May 24, the after-sales contact told the refund to charge a 40% handling fee, Ms. Chen said that she did not have an appointment, nor did she use, can not accept such a high refund fee. After the sale asked how much you think is reasonable, how much handling fee can you accept, during which Ms. Chen said that she would apply for platform intervention, and the other party's attitude began to turn bad.
In this regard, "walking and looking at the trip" to the "telegraph" feedback said: has arranged online customer service to contact guests again for the first time, the brand during the epidemic to provide a variety of safeguard measures to protect the consumer rights and interests of consumers, can take special prices to replace any domestic routes, transfer, transfer and other measures to provide protection, give consumers travel gifts to make travel more warm and convenient; free extension strategies, so that consumers can enjoy the special price travel measures for a longer time to cope with the impact of the epidemic on travel inconvenience.
【Case 3】Purchase of travel card did not travel User complaints about "walking and looking at travel" to return the card but to deduct 60% of the penalty
On April 10, Ms. Peng of Chongqing Municipality complained to "Teleport Bao" that she had purchased two Yunnan travel cards for 1198 yuan on September 28, 2020 in a micro-store called Beijing Pocket Fashion Co., Ltd., which was the mid-autumn festival, and the company advertised under the slogan of a limited time limit for the festival promotion, and later Ms. Peng found that it had always been 599 yuan.
However, now that Ms. Peng is unable to travel due to physical reasons, she called and walked after-sales contact on April 9, 2021 to ask for a refund, and the reply was to charge a 60% penalty, on the grounds that the fee had been paid to the local hotel. The merchant failed to provide any proof of booking the hotel, and she never made a reservation for the trip, nor did she identify the person traveling, so Ms. Peng wondered where the breach of contract came from? And the two sides have not signed any travel contract, the merchant proposed to deduct 60% of the liquidated damages of the golden overlord clause, which is really confusing to Ms. Peng, in this regard, Ms. Peng said that her appeal is to give a full refund.
In this regard, "walking and looking at the trip" to the "telegraph bao" feedback said that it has arranged online customer service to contact the guest again for the first time.
【Case 4】Want to apply for a refund due to the epidemic situation "Walk and see" Refusal to refund caused dissatisfaction among users
On April 6, Ms. Song of Hebei Province complained to the "Telegraph Bao" that she had purchased two Yunnan tour quotas worth 599 yuan on March 5, and then wanted to apply for a refund due to the epidemic situation, and the platform refused to refund, and said that the refund was charged a 30% handling fee, because she did not join the group, let the platform book a hotel, so it did not incur substantial costs, asked for a refund of the full amount, the platform refused, and Ms. Song believed that there was a false promotion.
【Case 5】"Walk and see travel" special price goods refuse to refund the full refund After deducting more than half of the handling fee, users are dissatisfied
On March 16, 2021, Mr. Liang of Guangdong Province complained to "Telegram Bao" that he had purchased two "Yunnan Time" travel packages totaling 1198 yuan on December 14, 2020 in the WeChat mall "Yunnan Time Official Mall", which expired in 2022. Due to the epidemic situation, I have not wanted to go out, and at the same time, through the exposure of the formal media, I learned that this tour group is a "shopping group", which will spend a lot of time guiding tourists to buy "Huanglongshi", "Pu'er tea", "jade", etc., and the time spent in the scenic spot is very small, if you do not buy goods, the tour guide will be sneered at, and the "0 forced shopping" contradiction introduced by the platform, so a full refund request is proposed.
However, the customer service proposed that the special price goods can not be refunded, to deduct 60% of the handling fee and other schemes, Mr. Liang believes that he and the travel agency did not sign any contract, so these reasons have no legal effect, at the same time I did not book the departure date and other operations, did not cause any loss to the travel agency, and the order was automatically converted to completed by the platform seven days after the payment was completed, resulting in the inability to appeal. Mr. Leung said that he only hopes to get at least 90% refund now, and it is acceptable to deduct the cost of the travel card.
Fourth, in the first half of the year, the consumption rating list of the national life service platform was released
In the "Consumption Rating List of National Life Service Platforms in the First Half of 2021", the platforms that were "recommended to place orders" were Gangkao.com, Ctrip, Fliggy, and Walking and Seeing; the platforms that were "cautiously ordered" had Lianlian Peripheral Tours; the platforms that won "No Recommended Orders" were Tanzhou Education, Travel Cost-Effective, Xuehui Network, and Meituan; and the platforms that were "not rated" were Suntech Institution, Hi Learning Network, Chivalrous Parent-child Tour, and Hungry.