The "where" website unsubscribe users tickets without permission, do not refund users-go NET, ticket-IT information
Online travel sites have become an important platform for consumers to travel. In recent days, contacted reporters in Shanghai, said: "came close to being where I have 7 ticket nets away, for more than 10,000 yuan. ”
Mr Zhang is where network users, often because of frequent, temporary travel reservations, temporary changes but part of the ticket that trips does not use "I were full price ticket, even if you don't ride, can also be changed later, so never mind, forget it. "With Air China, China Eastern Airlines, for example, date change for a full price ticket valid for 1 year, fee 5%. Within a year if the refund fee 10%.
September 2015 to March 2016, due to expire 7 Tour tickets, "remembered these tickets not long ago, it was found that some tickets have been returned where network, but the refunds did not give me". After a complaint, where NET 7 times in the day returned a total of 10002 ticketed, "continuous annealing me 7 tickets, it should not misuse. One of my colleagues has been swallowed air. ”
In lady from Harbin had the same experience, "in October 2015, where do I go to network setting 4 ticket for the southern, because there is no ride, China Southern Airlines retain until October 2016", Yu told a press conference: "this year, however, I found these tickets May be returned. China Southern Airlines told me, January 8, 2016, where net returned 4 tickets. Not refund money to my PayPal or bank card. "In MS, where network service 10010 answered the complaint and acknowledged that refunds for mistakes. However, where networks have to be denied.
Well-known online travel sites including go network, MA Ali, honeycomb, travel network, mango NET, donkey mother tourist network, the poor and the net, the way cattle travel NET, mesh with journey, art long travel NET. Every platform has settled a large number of agents. Network Agent or go to thousands of dollars.
Refund profits of hundreds of millions of Yuan
Who is unauthorized return tickets for the user? A Shanxi ticket agent told reporters: "some agents do, and some platforms do not clear. "Domestic OTA platform tickets are provided by a third party agent, the airline also opened outlets in the OTA platform, but the sales percentage is not high.
At present, the ticket agent can access through the Travelsky system airline ticketing systems, you can also access the airlines own B2B system ticket. "Domestic air ticket agents management system of relative chaos. For example, consumers purchased directly through the airline, airlines can see the user contact information, if the ticket expires, the company will contact the customer to operate, and often remind;
Buy tickets through agents, does not reserve contact airlines cannot contact the customer notification, refund of agent cannot determine whether the request initiated by the client. "One one of the four airlines airline project manager, told reporters:" I worked with many of the agents have to exist without refund problems, an agent a year can bring hundreds of thousands of income in this way. ”
In 2015, the Travelsky system initiated by the agent in the airline through the refund number 1.7 million, involving a total of 2.6 billion yuan. "In it, the ticket had expired 11 months, refunds 26915 visitors, involving amounts 32.07 million; expired more than 10 months (11 months), refund 33433, involving a total of 39.58 million. "The airline said:" the valid airline tickets expired a year, basically not changed for the last 2 months, refund, very likely is the user forgot the ticket '; expires in 11 months, the likely higher. User agents return this ticket without risk of discovery. "Overdue refund passengers for more than 10 months, expired more than 11 months of up to 80% per cent.
In addition, the airline-owned channels in 2015, return the expired October tickets about 60,000 passengers ticket expired 11 months with about 42,000 people, accounted for more than 72% expired 11 months. "Private channels except for the B2B system, also includes official website, mobile client, Enterprise port, but the vast majority of refund is initiated through B2B platform agents. ”
The source: "analysis of the proportion of the most conservative, 50%, its own platform agents return expired 11 months of 21,000 people, less than 15 million. "In 2015, the airline expires in 11 months, without the user's permission to refund at least 47 million Yuan.
According to CAA statistics, in 2015, the 436 million passenger trips, including Air China, China Eastern Airlines, China Southern Airlines, 89 million, $ 94 million, 109 million people respectively, "only three, refund for expired 11 months of about 150 million Yuan. ”
However, it should be noted that his ticket expires not more than six months, and Lady ticket expired 2 months only. "In 2015, the Travelsky agent of our company for refund amounting to 2.6 billion, three have more than 7 billion, coupled with the B2B platform agents, far exceeding 10 billion yuan. Sure there are many expired tickets be returned, at least in the 15%-20%. ”
"Estimation of the total amount I'm surprised, but comparative percentage of total domestic ticket sales was too small, and scattered so many agents in hand, users also rarely found, unauthorized ticket thing did not raise any concerns. "In 2015, all airline revenues 436.3 billion yuan.
Outbreak of refund disputes
September 14, 2015, China Aviation Transport Association released on ban will effective ticket malicious hanging up, and refund of emergency notification, disclosure has "individual points pin platform, and agent Enterprise due to itself business or business settlement, reasons, will consumers has payment reservation of ticket malicious hanging up or refund, led to passenger to airport Hou cannot lined", and requirements "regardless of any reasons are shall not malicious on ticket do refund operation", and said of belongs to "violations".
In fact, more common than malicious refund, is "does not charge on the airline change fees." The second half of 2015, China Air Transport Association received 83 complaints effectively, changed back issue 53. In the second half of 2014, a total of 81 pieces of valid complaints, changed back issue 56. In late 2015, 19 complaints about the go network, which changed back to question 11. Where to network at the top, ctrip, Ali travels are listed.
In addition, according to CAA statistics, December 2015, its transport, and the local authority, the Consumer Affairs Center, the air transport association has received complaints about the sales agent 47, 34 involved modified back to check, where complaints of which 29, endorse the refund is 22.
Press Statistics, statistics from the civil aviation authority August 2015 to April 2016, the complaints office received a total of 211 complaints about the sales agent, changed back 141 of them, where the net 38, the highest ranking. The civil aviation authority has started "2016 air services to improve the quality of the" special action, focused treatment not required by airlines to change back issues.
And January 2016 early, air, and East Airlines, and South Airlines, and capital aviation, and West aviation, and Chongqing aviation, and Sichuan aviation, airlines has announced suspended and to where network cooperation, reasons are is "received more up in to where network purchased votes of passenger complaints, involves back modified signed costs, and flights changes not notification,, makes part passenger travel blocked, and bear not necessary of economic loss".
This incident led directly to the go network in 2016 Q1 revenue decline. The 2016 Q1, where ticket income of 558.2 million Yuan, fell to 12.3%. It should be noted that market continue to rise, the 2016 Q1, airline travel visitors rose to 6%.
Substantiated public platforms at the end of last year-the consumer has received a total of 38 complaints about the online travel, of which 15 cases where net, 8 on the ticket issue, consumer complaint Center Director Cao Zhibing, told reporters: "compared to other platforms, where network complaint handling, efficiency, enthusiasm, and so there is a large space. ”
In the already mentioned in the case of MS, where Ms consumer platform for the coordination and to net a refund dispute, "then where nets to resume in MS tickets, 50 Yuan and compensation rates. ”
Where network currently respond to said: "to the ladies and the refund process is not where the operation of, but a return of cold calls straight to air Division, we are currently investigating. ”
Where network responded by saying, the company has respect for user experience, "October 20, 2015, does have a user buying China Southern Airlines ticket and apply for a refund. At present, China Southern Airlines also provided no specific refund information. In accordance with CSA regulations, where net sales of flagship store under my mobile ticket refunds must be applied for refunds to be successful, there is no where to network without possibility of refund. "At the same time, where net said on 10010 customer service personnel admitted to refund the misuse thing, where network conducted an internal examination, where net-10010 customer service number. And from the current chat recording, no customer service recognition of refund records without permission.
"Where customer service at first thought the party Advisory refund is that refunds of tickets failed (due to operational problems have been a failure in the early records by the parties), it failed to reply votes out of the user will be back for a full refund. In many representations in the process of with the user, service user feedback refers to a refund ticket is where network without refund, explicitly deny users, where network will not be without refund. Customer expressly refused, users said they would contact airlines Division for verification. Customer communication with the user throughout the users have never asked the customer service number. We also maintain communication and user. "Where network said.
Insiders pointed out that agents swallowed air is not the same as go network directly responsible. Like Taobao shop fake, doesn't mean they were selling fake Taobao. But to clarify the limits to plug the loopholes, tighten oversight, and is the responsibility of each online travel sites.
“去哪儿”网站私自退订用户机票，却不给用户退钱 - 去哪儿网,机票 - IT资讯
在线旅游网站已成为消费者出游的重要平台。近日，上海市的张先生联系到记者称：“我有7张机票差点被去哪儿网拿走，金额1万多元。”
张先生是去哪儿网老用户，因工作需要频繁、临时性出差而经常预订机票，但部分机票因为行程临时变更并没有使用，“我订的都是全价票，即使不乘坐，以后也可以改签，所以也没放心上，也就忘了。”以国航、东航为例，过期的全价票改签有效期1年，手续费5%。一年以内如果退票，手续费10%。
2015年9月至2016年3月，张先生因行程变更出现7张过期票，“不久前想起来这些机票，结果发现这几张票都被去哪网退掉了，但退票款并没有给我”。经过投诉，去哪儿网当天分7次返还张先生总计10002元票款，“连续退了我7张票，这应该不是误操作。我一个同事也被吞机票。”
来自哈尔滨的于女士有相同遭遇，“2015年10月，我通过去哪儿网订了4张南航的票，因为没有乘坐，南航承诺保留到2016年10月”，于女士告诉记者：“但是，今年5月份我发现这些票被退掉了。南航告诉我，2016年1月8日去哪儿网退掉了这4张机票。退票的钱也没有打到我的支付宝或者银行卡里。”于女士称，去哪儿网客服10010接听投诉，并承认退票为误操作。不过，去哪儿网对此予以了否认。
我国知名的在线旅游网站包括去哪儿网、蚂蜂窝、阿里旅行网、芒果网、驴妈妈旅游网、穷游网、途牛旅游网、同程网、艺龙旅行网等。每家平台都入驻了大量代理商。其中去哪儿网的代理商或以千家计。
退票牟利数亿元
究竟是谁未经许可退了用户的票？一位山西的机票代理商告诉记者：“有些是代理商干的，也有些是平台做的，不清楚比例。”国内OTA平台上的机票大多由第三方代理商提供，航空公司虽然也在OTA平台上开通直营店，但销量占比并不高。
目前，国内机票代理商可以通过中航信系统接入航空公司票务系统，也可以接入航空公司自建的B2B系统售票。“国内机票代理商的管理体系相对混乱。比如，消费者直接通过航空公司购买的，航空公司可以看到用户联系信息，如果票过期，公司会联系客户进行操作，并经常提醒；
但通过代理商购买的机票，不预留联系方式，航空公司无法联系客户通知，代理商的退票请求不能确定是否由客户发起。”国内某四大航之一航空公司项目经理告诉记者：“与我沟通过的不少代理商都存在这种私自退票问题，一个代理商一年通过这种方式可以带来几十万的收入。”
2015年，该航空公司经由中航信系统代理商发起的退票次数170万次，涉及金额26亿元。“而在其中，已经过期11个月的机票，退票26915人次、涉及金额3207万；过期超过10个月（含11个月）的，退票33433人次，涉及金额3958万。”该航空公司人士介绍：“航空公司的票过期一年内有效，基本到最后2个月没有改签、退票的，很大可能就是‘用户忘记这张票’了；过期11个月的，可能性就更高了。因此代理商退掉这种票没有被用户发现的风险。”在过期超过10个月的退票人次中，过期超过11个月的占比高达80%。
此外，该航空公司自有渠道在2015年退掉的过期10月以上机票约6万人次，过期11个月机票约4.2万人次，过期11个月占比超过72%。“自有渠道除了B2B系统，还包括官网、手机客户端、企业端口，但绝大多数退票都是通过B2B平台代理人发起的。”
该人士介绍：“以最保守、50%的比例分析，自有平台代理商退掉的过期11个月的票2.1万人次，金额1500万以上。”2015年，该航空公司过期11个月、未经用户许可退票至少4700万元。
根据民航局统计，2015年，全国航空旅客总人次4.36亿次，其中国航、东航、南航，分别为8900万、9400万、1.09亿人次，“只算这三家，过期11个月的退票约1.5亿元。”
不过，需要指出，张先生的机票过期不超过半年，而于女士的票只过期了2个月。“2015年，我们公司在中航信代理商的退票金额达26亿，三家就得70多亿，再加上B2B平台代理商，要远超100亿元。肯定还有很多过期票被退掉了，比例至少在15%-20%。”
“这个估算总量我也挺吃惊的，不过对比国内机票总销量占比太小，而且分散到那么多代理商手里，用户也几乎不会发现，未经许可退票的事没有引起什么关注。”2015年，所有航空公司总收入4363亿元。
爆发的退票纠纷
2015年9月14日，中国航空运输协会发布《关于禁止将有效客票恶意挂起、退票的紧急通知》，披露了“个别分销平台、代理企业由于自身经营或业务结算等原因，将消费者已付款预订的客票恶意挂起或退票，导致旅客到机场后不能成行”，并要求“无论任何原因均不得恶意对客票做退票操作”，并称之属于“违法行为”。
事实上，比恶意退票更常见的，是“不按航空公司规定收取退改签费用”。2015年下半年，中国航空运输协会收到83件有效投诉，其中退改签问题53件。而在2014年下半年，共81件有效投诉，退改签问题56件。2015年下半年，关于去哪儿网的投诉19件，其中退改签问题11件。去哪儿网排在榜首，携程、阿里旅行均有上榜。
此外，根据民航局统计，2015年12月，旗下运输局、各地管理局、消费者事务中心、航空运输协会共收到关于销售代理企业的投诉47件，34件涉及退改签，其中去哪儿投诉29件，改签退票22件。
记者统计，民航局2015年8月至2016年4月的统计数据显示，各投诉机构共收到关于销售代理企业投诉211件，其中退改签141件，去哪儿网38件，排名最高。民航局已经启动“2016年民航服务质量提升”专项行动，重点整治不按航空公司规定退改签的问题。
而2016年1月初，国航、东航、南航、首都航空、西部航空、重庆航空、四川航空等航空公司先后宣布暂停与去哪儿网合作，原因均是“收到多起在去哪儿网购票的旅客投诉，涉及到退改签费用、航班变动未通知等，使部分旅客出行受阻，并且承受不必要的经济损失”。
这一事件直接导致了去哪儿网2016年Q1收入下滑。2016年Q1，去哪儿机票收入为5.582亿元人民币，环比下降了12.3%。需要指出，机票市场在持续上涨，2016年Q1，航空业出行人次环比增长了6%。
去年底成立的公益投诉平台——消费保至今共收到38起关于在线旅游的投诉，其中15起投诉去哪儿网，8起关于机票问题，消费保投诉中心主任曹志兵告诉记者：“相比于其他平台，去哪儿网处理投诉的态度、效率、积极性等方面还有较大的提升空间。”
在前文所述于女士的案例中，消费保平台为于女士协调与去哪儿网的退票纠纷，“后来去哪儿网为于女士恢复了机票，并补偿了50元话费。”
而去哪儿网目前回复记者称：“于女士的退票流程并非去哪儿操作的，而是一个陌生电话直接打到航司退掉的，目前我们正在调查。”
去哪儿网回应称，公司一直尊重用户体验，“2015年10月20日，确实有一位用户购买南航机票并申请退票。目前南航还没有提供具体退票人信息。按照南航规定，去哪儿网销售的旗舰店机票退票必须由本人手机申请退票才能成功，不存在去哪儿网私自退票的可能性。”同时，去哪儿网表示，关于10010客服人员承认退票误操作一事，据去哪儿网内部查证，去哪儿网不存在10010编号客服。而且从目前的聊天录音看，也没客服承认私自退款的记录。
“去哪儿客服一开始认为当事人咨询的退款是指出票失败的退款（当事人因前期操作问题有过失败记录），故回复用户出票失败会原路全额退款。在与用户多次交涉过程中，客服了解用户反馈的退款是指客票被去哪儿网私自退票，故明确拒绝用户，表示去哪儿网绝不会私自退票。客服明确拒绝后，用户表示会再联系航司核实。在客服与用户沟通全程，用户始终不曾询问客服工号。我们也在和用户保持沟通。”去哪儿网称。
业内人士指出，代理商吞食机票，并不等同于是去哪儿网的直接责任。就如同淘宝网店有假货，并不就是淘宝自己在卖假货。但厘清界限，堵塞漏洞，加强监管，是每个在线旅游网站的职责。