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在线旅游成黑一日游重灾区 美团网被指诱导消费

发布: 2015-5-22 15:31 |  作者: 周蕊 丁汀 |   查看: 2181次

虚假宣传、强制购物、路线缩水、合同不签、随便转团……记者调查发现,市场需求旺盛的都市“一日游”,其实黑幕重重,多处违反旅游法。然而,让人更加心生疑惑的是:这套“低价揽客+购物返利”的运作模式存在多年,监管为何始终跟不上?

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豪华游轮变2元轮渡

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记者调查发现,“上海一日游”黑幕不少,一些网站、旅行社在线上线下更是“花样儿”百出:

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——纯玩团“加塞”购物,导游诱导付费项目。记者暗访体验了美团网上一条以“无购物”“纯玩团”为卖点的“上海全景一日游(VIP最新线路)”线路,游览期间,导游将团友带到一家宣称专门售卖竹炭纤维制品的上海华森健康生活馆购物,团友“被参观”长达一小时。中国穷游网】9L|2] J k2{^

网站上明确指出,美团的这一线路中包含了价值50元的中华艺术宫游览,但旅游大巴却直接开到了需要自费参观的“月亮船”,金姓导游在全团百来名游客均花费了50元参观了这一项目后才带团到了中华艺术宫,况且,中华艺术宫本身并不收费。【中国穷游网】,[L!ux+~$j)p2z3}

与此类似,同程网地接导游也存在诱导、变相强迫游客额外参加另行付费的旅游项目,并称“反正钱也不多,你要不去车就不回来接你了,你自己解决交通。”

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以上做法明显与法律相悖。旅游法第三十五条明确规定:旅行社不得“通过安排购物或者另行付费旅游项目获取回扣等不正当利益”。除非另行约定,“旅行社组织、接待旅游者,不得指定具体购物场所,不得安排另行付费旅游项目。”

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——豪华游轮变2元轮渡,“挂羊头卖狗肉”的事件频出。记者调查发现,美团和中国旅游网的“上海一日游”均以黄浦江豪华游轮为卖点,但实际上,团友们却被带去乘坐票价2元的黄浦江渡轮。带着全家人参加“上海一日游”的一名团友说:“太气人了,明明说是游轮,变成了轮渡!”游轮变轮渡,这一行为直接违反了旅游法中“旅行社不得擅自变更旅游行程安排”的相关规定。【中国穷游网】N8`5D~0h)p N0u9KJ/E

——不签合同,不发行程单,不开具发票是许多旅游网站存在的问题。上海市消保委暗访中发现,携程、京东、同程、美团等存在不签合同或合同内容不全的问题,有的还不愿意出具发票。【中国穷游网】%BqV-j"VK'c`*F

事实上,根据旅游法的规定,旅行社组织和安排旅游活动,应当与旅游者订立合同。旅游合同需要列明行程安排,交通、住宿、餐饮等旅游服务安排和标准,游览、娱乐等项目的具体内容和时间等;同时,还应在旅游行程开始前向旅游者提供旅游行程单。【中国穷游网】rxOzPQ-N\W

——“人头”私相买卖。上海市消保委对经营“上海一日游”的8家旅行社和网站进行的暗访发现,包括携程、途牛等企业均存在未提前告知转团的问题。比如,携程网上销售的“上海一日游”产品,写明由上海东华国际旅行社有限公司提供服务,但出行的合同上却显示为上海明游国际旅行社有限公司。

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对此,多家网站和旅行社均表示,实际接团的依然是网站上列明的旅行社,合同使用其他公司名号源于浦东新区旅游委对东方明珠接待团队旅游的规定。“购买团队票时要出具旅游合同,只有盖着协大、华鑫和明游三家公司章的合同才能购买,如果以自己公司名义买不了。”【中国穷游网】-GU.\+nt-BO$y!\

上海市消保委副秘书长唐健盛说,与消费者签订合同的并非实际提供服务的企业,不将这点明示给消费者,这就给消费者将来维权带来困难,也违反了旅游法中的相关规定。【中国穷游网】+J`OHPy2d;[

“正规军”退 “杂牌军”进【中国穷游网】%izN!kkc ^0X`

18日,上海消保委约谈多家旅游企业,美团与自称是上海手拉手国际旅行社的负责人刘强一起出现。然而,美团此举惹怒了其“上海一日游”的真实合作伙伴。

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“‘李鬼’在美团用我们的名义揽客,我们早就发现了,可是打了好多次电话投诉,美团一直不理不睬,没想到居然还敢带‘李鬼’到约谈现场。”上海手拉手国际旅行社的法定代表人董站合拿出了企业的营业执照“验明正身”,直指美团在明知对方是“李鬼”的情况下依然继续与其合作。【中国穷游网】v:IfnY)^

记者调查发现,随着散客化的趋势日益明显,“一日游”市场需求逐渐旺盛,但正规服务却跟不上需求,这就给了“杂牌军”可乘之机,“网络平台接单+旅行社服务”的模式更给监管带来了新的困难。

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一家经营“一日游”的大型旅行社负责人告诉记者,由于“一日游”的利润太低,不少大型的旅行社已经不再经营这些线路,继续经营的旅行社推广力度也很不够,这就给了一些小、散、乱的旅行社以可乘之机。【中国穷游网】%s}*[r/x

和“正规军”利润过低形成鲜明对比的是“杂牌军”超高的收益。以记者参加的百来人的大团为例,团友参团费在99元到238元左右不等,加上“自愿参加”的35元团餐和50元自费项目,在不计算购物和消费返点的情况下,这一团的收入就达到2万元。【中国穷游网】,c"mr2s4`2M#^

“网络平台接单+旅行社服务”的模式,让这一市场乱上加乱。比如,北京旅游委的统计显示,2014年“北京一日游”投诉高达2657件,其中通过网络报名2458件,占总量的92.5%。上海消保委发布的调查也显示,网络购买的旅游产品存在承诺与实际不符、被拼团、信息不全等问题。【中国穷游网】3l rD LXh@Dk;Ee

监管何以出现“真空地带”【中国穷游网】 zY|$Pu8W(DA9F

面对线上线下“一日游”乱象,监管为何迟迟跟不上?“很多地方出现旅游纠纷后,旅游局一查,只要不是团队、不在景区,那就跟旅游局没有关系;物价局一查有明码标价,管不了;工商一查,年检、纳税都有,也不归它管;只要没有打架,公安也不管,这就导致‘监管真空’。”中国旅游研究院院长戴斌说,现行的旅游市场监管存在较多薄弱环节,管理工作中存在越位、失位、缺位现象。

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戴斌指出,一些地方政府的管理方式不再适应现实的需求,出现“监管真空”,应通过综合执法手段,破除当前旅游综合执法壁垒,实现政府管理与市场发展的双赢。【中国穷游网】B!D gci(JH-r/U

要增强监管的力度,同时还需要法律法规的配合。北京旅游学会副秘书长刘思敏说,国家应在法律层面对旅游执法人员的执法权责进行明确界定,解决当前执法“手短”问题,同时,加大处罚力度,给黑“一日游”组织者以足够震慑。【中国穷游网】Kn;D:v%WbR}x3{

上海市消保委秘书长陶爱莲说,相关行业协会要强化行业自律,建立健全旅行社资质、导游信用体系等方面的标准和规范营销行为,从而保障消费者的知情权和选择权。同时,还应探索将涉旅企业纳入诚信体系管理,建立“黑名单”制度,方便游客及时查询。

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TAG: 美团网 一日游 在线旅游
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