Travel Platform Navigation Division Hotel Three Party Tai Chi Consumers Encounter Refund Refund Difficult

During the new crown pneumonia outbreak, travel service platforms and airlines encountered unprecedented challenges. Under the impact of tens of millions of ticketing tickets, the performance of multiple platforms was not satisfactory.

In twenty-first Century, since the "315 complaint platform" was launched in the economic report in twenty-first Century, a number of complaints were filed against Internet tickets, Airbnb, Ctrip and other website tickets and lodging discounts. The complainants told reporters in twenty-first Century economic report that many platforms were not timely in the epidemic period, the service hotline was difficult to enter, the policy of unauthorized withdrawal was unreasonable, and even the sale of "fake tickets". In an interview by the economic news reporters in twenty-first Century, there was information asymmetry between consumers, travel service platforms and air services. At the same time, many platforms have encountered unprecedented influx of passengers, and customer service personnel are short and difficult to deploy, exposing emergency short boards. In addition, the refund policy formulated by some platforms is not reasonable. Due to the cancellation and alteration of overseas travel, it is necessary to cooperate with the foreign companies, but the other party has no corresponding policies, resulting in disputes between the consumers and the platform.

Refund test platform for high voltage

In January 27th, the Civil Aviation Administration of China issued a policy that the airline consumers who had purchased tickets before the 0 hours of January 28th and the time limit for the flight was allowed to refund the tickets if the aircraft did not take off. The airlines and ticket sales agents should refund the tickets free of charge for the consumers during the validity period of the tickets, and they could not charge any fees. Since then, a number of airline and air ticket sales websites have launched a refund policy for air tickets. But now, the refund process of some websites is still relatively slow, causing consumers dissatisfaction.

Ms. Pu (alias) complained to our "315 complaints platform" that in December 2019, he bought 3 tickets for the flight from Beijing to Chongqing in February 26, 2020. Due to the outbreak of the disease, she applied for refund in January 24th. According to the platform policy, a refund was made within 7-30 days, but up to the beginning of March, 40 days later, no refund was received. During the period, where to contact the network customer service hotline no answer, online customers have been queuing, online messages and appointment return visit has not been heard.

Ms. Zhuang also reflected a similar problem to this newspaper. She had bought a ticket from Jieyang to Shanghai in February 1st, where he had gone online. He applied for unsubscribe online in January 29th, but he never received a refund and was unable to contact customer service.

In twenty-first Century, the economic report reporter contacted where the network stakeholders were concerned. The other side said that the delay in the refund of the ticket was due to the slow payment of the tickets, and after the verification of the platform, it was found that the tickets were paid by the agents.

Ms. Zhuang's experience was mainly due to the high rate of refund. Where to go, frankly speaking, the number of refund tickets has led to a backlog of large number of orders. It is expected that the refund time will be postponed. After the communication, where the net has already completed the refund for the two consumers.

A local network insider told reporters: "the civil aviation authority has released 4 policy of free cancellation. Since the first time, the network has received millions of single airline ticket orders, which far exceeds the normal rate of unsubscribe. Moreover, the standard process of deciding whether to meet the epidemic policy is only achieved in 46 aspects. No matter where, agents or airlines have not been able to handle the interface channels in large quantities, on the one hand, technology is setting up and combing processes in overtime, and on the other hand, it needs to undertake a large number of demand for refund.

The above sources said, where the network platform for the refund of the epidemic has reached 1 billion, the amount continues to increase.

According to the data released by the Civil Aviation Administration in February 15th, the total number of industry's total refund is more than 20 million. According to industry sources, the refund period of the flight Division has been greatly extended under the epidemic situation. Most of the airline's audit refund period is 30 to 60 days.

Where to go, during the Spring Festival, there were four times to go back to the peak of change. In January 23rd, January 27th, February 2nd and February 10th, although the peak of the withdrawal was over, the backlog and the high traffic pressure caused by the cancellation of the flight still test where to go. At present, the daily traffic is still more than 5 times daily, where the net has completed nearly 9 of the bulk refund.

Those can not be refunded.

Although the above two consumers received a refund under the help of the "315 complaint platform", Miss Li, who originally planned to go to Europe, was in trouble. It was difficult to unsubscribe for Airbnb's booking.

Miss Li told reporters that as the outbreak of the European epidemic broke out, it was booked on the Airbnb platform of Barcelona for 4 nights. In May 1st, 2565 yuan of accommodation in the city of Barcelona only returned to 1062 yuan. In May 7th, 4 days from May 7th, the cost of accommodation in Paris was 3779 yuan, and only 1865 yuan was returned.

However, the results obtained by reporters in the Airbnb area can not be fully refunded. "At present, there is no special situation policy applicable to Paris and no agent handling errors. There is no further supporting document or policy for Ms. Lee's full refund request. And Paris's booking is also a platform for her and the landlord's mediation to receive partial refund.

But Miss Li insisted that "the platform did not help me to fight for the landlord, because I contacted the landlord directly, and the landlord later told the platform that he had to avoid half the room charge." The platform does not work.

According to the platform's exemption policy, the reservation date can not be cancelled until February 1, 2020 before the date of arrival is before April 1st. Miss Li thinks the clause is bad for consumers.

Zhao Zhidong lawyers said that the provision was indeed unreasonable. First of all, the epidemic situation in Europe was not popular until February 1st, when no one expected such a sudden situation. Secondly, April 1st is the time for Airbnb to assess itself. At present, the epidemic situation in Europe is becoming more serious. According to China's own prevention and control situation, it is almost impossible for Europe to fully control the epidemic before April 1st.

In addition, according to the Airbnb's refund policy, if in exceptional circumstances, cancellation is required for exceptional circumstances, it may qualify for full refund, including sudden epidemics or diseases affecting a particular area or whole population. Audemars Pigeut welcomed any policy update on the outbreak of disease and the scope of its application, depending on the announcement of WHO and governments around the world.

Lawyer Zhao Zhidong, senior partner of Shang Gong law firm, told reporters that at present, the new crown pneumonia epidemic in Europe is becoming more and more serious. In March 11th, WHO director general Tan Desai announced that the new crown pneumonia epidemic in the global scope of "pandemic" (pandemic), should meet the Airbnb special circumstances policy in the sudden epidemic disease clause.

In addition, Miss Wang complained to the newspaper about where to go to the network. Last year, it fixed the ticket for Burma Mandalay to fly to Shanghai in February 10th last year, but did not expect that the second flight would arrive ahead of schedule in advance. But where the net did not help her contact the Secretary of the shipping department to change the signature, and let it contact Kunming international. In the case of China Eastern Airlines unable to get in line with queues, Miss Wang bought another flight from Kunming to Shanghai to ensure her travel. But later, through the call of China Eastern Airlines, it was said that it could be changed. Miss Wang was equivalent to repurchasing Yunnan's flight ticket to Shanghai. Where to go, the net customer service said that if cancelled the second flight of Eastern Airlines, then the flight from Mandalay to Kunming would be cancelled. So Miss Wang had to cancel the newly bought Kunming air ticket to Shanghai, and was charged a fee of 393 yuan.

Where to respond, said that this is the agent's ticket, but at that time is in the frequent change of flight period, where the network is also difficult to get a confirmation with the airline, so the staff suggested that users directly contact the secretary. Later, because the newly purchased passenger ticket has no refund policy, and the flight is normal, it declined the user's request for refund fee.

An industry insider told reporters that at present, the relevant regulations of civil aviation in China are related to domestic aviation, and foreign aviation is not among them. Generally speaking, if there is a refund, the travel platform will look at the airline's requirements first, then look at the tourism regulations of the country or the government in accordance with the epidemic situation, and decide whether to refund the refund.

Zhao Zhidong lawyer told reporters that consumers can stand up to platform companies for force majeure, depending on the specific situation of overseas epidemic. If the flight control of overseas countries can not take place before then, it can be regarded as force majeure and refund after deducting the necessary expenses.

The thirteenth article of the Supreme People's Court on Several Issues concerning the application of law to the trial of tourist disputes cases shows that the objective of the force cannot be attributed to the objective reasons such as force majeure and tourism auxiliary service, which leads to the failure of the tour contract to be fulfilled. The people's court should support the tour operators and tourists requesting the rescission of the tour contract.

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