Shanghai Disneyland project frequent maintenance tourists "buzz" difficult rights complaints | | | dissatisfaction rights _ news
Original title: Shanghai Disneyland project frequent maintenance for what tourists ' rights even more difficult
Not long ago, news Knews reported because Disney has 5 project closing in Shanghai, makes hard to queue for 2 hours or 4 hours of news and rush of visitors, Park officials said at that time to provide each 1 piece a year compensation valid tickets, dismissed the tourists for a refund request. News Knews correspondent recently received complaints from Miss Lin, was also closed because of the project maintenance, let her air, repeatedly and Park officials, consumer protection Committee complaints consultation process, she didn't have time to experience other recreational facilities, so the request for refund. News Knews informed reporters then went to Disney parks.
"I have repair 2. The drift I waited for 2 hours, and finally was told not to play, without any explanation, let us "Knews from Fuzhou, Lin told news reporters, it was her third day in Shanghai, playing two days ago in Shanghai very much, come to play on the third day of Shanghai Disneyland, did not think of such thing happened. Then she Knews to see news reporter showed her ticket, told the news Knews reads "without a notice in advance, we reserve the right to change the park or any amusement park opening time, temporarily turn off any part of the area within the park or Park, controlling the number of admissions, suspend or cancel any amusement or entertainment show. ”。 She said, "I think it was terms of the King, but because they have so few words, so they (consumer protection Committee) is out of the picture."
Lin is not the only visitors to encounter buzz of the day. Many tourists Knews told news reporters with the same experience, wait in vain not to play experience is terrible.
"Informed us that failure to suspend, we were faster heat exhaustion, that we dissolve."
"Is to be a 3 hour line for people who do not get angry."
"With children, they were very excited and said, Shanghai Disneyland should be a lot of fun, the result came down. We can play two projects. "
"Said to be mechanical failure, and then we go away, that's all. Hard to find rafting, raincoats and white. "
"Queued for two hours to play 5 minutes".
"I think Disney is too, are not going to be for the second time."
Items that should be closed down without any notice, if a maintenance plan cannot be notified in advance of tourists, allowing visitors to wait in vain for hours 2-4? Disney's staff told the Knews journalists very sensitive machine, many failures are temporary, unforeseen. "(For example) have the kid put his hand out to, is very dangerous, it will stop and repair. Lei Mingshan rafting is from 2 o'clock to 4 o'clock overhaul a 3 hour, 5 to 6 and normal queue. We do not repair, was a temporary problem, we will stop. We are just machines out of the problem, we need to check, exactly what problems will stop and we will reopen after check out. ”
Then, watch the news Knews forms by mail contact visitors in Shanghai Disneyland Resort communications services team manager Liu Knews told news reporters: due to project failure is unpredictable and caused by various reasons, rides safety standards are very high, so the problem will immediately close the project, and is safe for tourists as the first premise. As for the question of compensation, Park officials said, for different events have different handling and compensation package, is an internal process that specifically does not disclose. Project maintenance so far is sudden, not make arrangements in advance, so they could not be told in advance.
In fact, in May of this year, Shanghai theme park Office of the consumer protection Committee formally established professional integration of Shanghai Disney's Shanghai theme park, Shanghai Happy Valley 7 Enterprise, and invite public security, food and drug, health, special equipment and legal experts in the field as a professional adviser to the Office of the theme park, Disney's service area has also established two focal points directly handle consumer complaints. Knews correspondent on information from Shanghai Municipal consumer protection Commission was informed that the Shanghai Disneyland opening for nearly two months, consumer protection Committee received more than 100 complaints through multiple channels, including ticketing problems at the top, followed by the Park Service. According to Disney's newly-released data show that Shanghai visitor since the opening of the Disney Resort has more than 1 million people. Compare two data, number of relevant visitors with complaints, about 10,000:1.
Municipal people's Congress, lawyers Knews liming told news reporters do have unexpected reasons, out of considerations for the public safety, find hidden problems, ceased operation safety in the first place, I think it is right. Visitors feel difficult to accept, Disney Entertainment contracts, from a legal standpoint, when service contracts could not be fulfilled without full compliance, garden party is excused, but should provide appropriate compensation. The other hand, he also suggested that "as a consumer protection Committee may consider accepting consumer complaints, the Disneyland tips, will it be as soon as possible to inform tourists. Informed risk may need service, visitors need to be guaranteed the right to be informed is, strictly speaking, this is not an activist, but to improve Disney's image, improving the image of cities of Shanghai Metropolitan tourism, consumer protection Committee is worth doing. "
Actually, for continued faced big passenger of Shanghai Disney, "pressure test" forever exists, people more, team long, once occurred temporary fault and close facilities, does will raised waiting visitors of discontent, tourism experts recommends, if is general maintenance of routine work, should note itself transfers project maintenance time, and as batch conservation, will project of maintenance time prior through official website, and app, and Park within information Express, channel timely notification consumers, reduced information of not symmetric sex; if is burst situation, Belonging to the unforeseen circumstances, do not form a consumer defaults, but parks disputed about how to establish a rapid response mechanism.
East China Normal University Professor Department of tourism loujiajun Knews told news reporters, tourists showed dissatisfaction with the more emotional, it may not be said is poor theme park. Why disgruntled sun exposure! Why disgruntled, Afar! Why disgruntled, you inform in advance! Disney management rules into line with China's current situation, management interfaces to meet China's market in particular demands. How to strengthen the training of managers, how to improve user-friendly service, visitors normally demands, emotional venting of comfort.
He also suggested that "at the time of the Expo, we have a hot summer, but our Expo Management in summer, add some aerosol dispensers; Shanghai half a year to receive 70 million visitors, the Expo received great passenger experience, (Disney) is not able to learn from the successful experience of the Expo."
It is understood that the Shanghai Disneyland Resort released an official App dedicated to paradise visitors real-time real-time opening and closing of each item and wait time to help visitors enhance the play experience, visitors before the Park can also develop strategies to avoid long waiting times.
For Disney, how to guide passengers by means of information to help consumers in the park planning lines, arrange your time in advance, enhancing the park experience, at the same time, further open the official after-sales hotline, for the first time to respond to consumer demand, actively cooperate with the city consumer protection Commission and other departments concerned to resolve consumer disputes. Park visitors need to be rational in the face of unpredictable temporary closure, after all, safety is the bottom line, for the first time safety concerns ruled out, provide a safe tourist service, is Disney's bottom line, or else in order to let visitors queued for nothing while the faulty equipment continues to run, the consequences would be disastrous.
Source: Shanghai TV
Responsible editor: Zhang Xiaoya
Article keywords:Complaints complaints rights
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上海迪士尼项目频繁检修 游客“扑空”难维权|投诉|不满|维权_新闻资讯
原标题：上海迪士尼项目频繁检修为哪般 游客维权难上加难
就在不久前，看看新闻Knews报道了因为上海迪士尼有5个项目关闭，使得辛辛苦苦排了2个小时甚至是4小时的游客扑了空的新闻，当时园方表示提供每人1张一年期有效门票作赔偿，驳回了游客的退票要求。看看新闻Knews记者近日又接到了林小姐的投诉，同样也是因为项目检修关闭，让她扑了空，而在反复和园方、消保委投诉点协商解决的过程中，她根本没有时间体验别的游乐设施，于是要求退票。看看新闻Knews记者随后前往迪斯尼园区了解情况。
“我遇到的检修是2个。那个漂流我排了2个多小时，最后就告知不能玩了，没有做任何解释，就让大家散了”来自福州的林女士告诉看看新闻Knews记者，这是她来上海的第三天，前两天在上海玩儿非常愉快，第三天特地来玩上海迪士尼乐园，没有想到遇到了这样的事情。随后林女士向看看新闻Knews记者展示了她的门票，告诉看看新闻Knews记者上面写着“我们有权不经提前通知而更改乐园或乐园内任何游乐项目的开放时间，临时关闭乐园或乐园内的任何部分区域，控制入园人数，暂停或取消任何游乐项目或娱乐演出。”。林女士说，“我当时就觉得是霸王条款，但因为他们有写这么几句话，所以他们（消保委）就管不着了”。
林女士并不是当天唯一遭遇扑空的游客。不少有相同经历的游客告诉看看新闻Knews记者，白白等待却不能玩的体验非常糟糕。
“通知我们说故障维修暂停，我们当时等得都快中暑了，就是叫我们解散了” 。
“都是排了3个小时队的人 谁不生气啊”。
“带小孩来，他们都很激动地说，上海迪士尼应该很好玩的，结果来了满失望的。我们就玩儿了两个项目”。
“就说是机械故障，然后就把我们打发走了，就这样。好不容易找到漂流，雨衣也白买了”。
“排队两个小时玩了5分钟”。
“反正觉得迪士尼太坑了，都不想再来第二次了” 。
那么项目为何会没有任何通知就关闭，如果有检修的计划为何不能提前通知游客，让游客白白等待了2-4个小时呢？迪士尼的工作人员告诉看看新闻Knews记者由于机器非常灵敏，很多故障都是临时发生的，不可预见。“（比如）有小朋友把手伸到外面去，非常危险，就会停下来维修。雷鸣山漂流是从2点钟到4点钟中间检修了3个小时，5点到6点又恢复正常排队。我们并不是检修，当时是临时有问题了，我们才会停止的。我们只是机器出了问题以后，我们这边需要去检查，到底出了什么问题才会停掉的，而且我们检查完了以后会重新开放的。”
随后，看看新闻Knews记者通过邮件的形式联系了上海迪士尼度假区游客沟通服务团队，刘经理告诉看看新闻Knews记者：由于项目故障是不可预见的且由各种不同原因导致的，而游乐项目的安全标准非常高，所以发现问题时会立刻关闭该项目，也是以游客的安全为第一大前提。而对于赔偿问题，园方也表示，对于不同事件有不同的处理及补偿方案，是一个内部的流程，具体不方便透露。目前为止的项目检修都是突发的，并非事先安排，所以无法进行事前告知。
事实上，今年5月，上海市消费者权益保护委员会主题乐园办公室正式成立，专业办整合上海迪士尼、上海欢乐谷等7家上海主题乐园企业，并邀请公安、食药监、卫生、特种设备及法律等方面的专家作为主题乐园办公室的专业顾问，迪士尼的服务区还设立了两个联络点直接受理消费者投诉。看看新闻Knews记者从上海市消费者权益保护委员会获悉，上海迪士尼开幕近两个月来，消保委通过多渠道收到的投诉超过100件，其中票务问题居首位，其次是园内服务。据迪士尼方面最新披露的数据显示，上海迪士尼度假区开幕以来到访游客已超过100万人。比较两方面的数据，相关游客数与投诉比，约为10000：1。
市人大代表、律师厉明告诉看看新闻Knews记者，确实有突发的原因，出于对广大公众安全的考量，发现隐患，发现问题，停止运作把安全放在第一位，我觉得还是对的。游客的心情肯定很难接受，迪士尼游乐合同，从法律角度来说，当服务合同发生无法履行，没有完全履行的情况，园方可以免责，但是应该提供相应的补偿。另外一方面，他也建议，“作为消保委可以考虑接受消费者的投诉，对迪士尼乐园有相应的提示，以后是不是尽早地跟游客进行告知。告知风险，可能需要维修，游客的知情权需要得到保障，严格来说，这不是一个维权事件，但是从改善迪士尼的形象，改善上海大都市旅游城市的形象来说，消保委值得做的”。
事实上，对于持续面临大客流的上海迪士尼，“压力测试”永远存在，人多，队伍长，一旦发生临时故障而关闭设施，确实会引发等候游客的不满，旅游专家建议，如果是常规维护的例行工作，应注意自行调剂项目维护时间、尽可能分批养护，将项目的维护时间事先通过官方网站、app、园区内信息明示等渠道及时通知消费者，减少信息的不对称性；如果是突发情况，属于不可预见的情形，不形成对消费者的违约，但关于如何建立一套反应快速的乐园争议处理机制。
华师大旅游学系教授楼嘉军告诉看看新闻Knews记者，游客表现出的更多的是情绪上的不满，未必说是你这个主题公园不好。为什么情绪不满，烈日暴晒！为什么情绪不满，远道而来！为什么情绪不满，你没事先告知！ 迪士尼管理的规则如何跟中国的现状接轨，管理的接口如何满足中国的市场，特别是正当的诉求。管理人员如何加强培训，如何提高人性化的服务方式，游客正常的诉求，情绪的发泄进行安抚。
他也建议，“在世博会的时候，我们也碰到盛夏，但是我们世博会的管理部门在盛夏的时候就添一些喷雾器；上海半年接待7000万人次，世博会接待大客流的经验，（迪士尼）是不是能够借鉴世博会的成功经验”。
据了解，上海迪士尼度假区发布了一款官方App专门服务于游客实时了解乐园各项目的实时开闭情况及排队等候时间等，协助游客提升游玩体验，游客在游园之前也可以制定攻略规避超长的等候时间。
对于迪士尼来说，如何通过信息化手段合理引导客流，帮助园内消费者提前规划线路、合理安排时间，提升游园体验，同时，进一步畅通官方售后热线，第一时间回应消费者诉求，积极配合市消保委等有关部门化解消费争议。而游园的游客也需要理性面对不可预测的临时关闭情况，毕竟，安全是底线，第一时间对于安全隐患进行排除，提供安全的游乐服务，也是迪士尼的底线，不然为了让游客不白白排队而放任有故障的设备继续运行，后果将不堪设想。
来源：上海电视台
责任编辑：张小雅
文章关键词： 投诉 不满 维权
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