The reporter recently learned from the municipal tourism management department that with the increase of residents income, the enthusiasm of residents in our city for tourism has increased. The number of outbound tourists has increased at a rate of more than 20% each year, and it has also brought about an increase in the number of tourism complaints. Preliminary statistics show that in this year, Wuhu City received a total of 35 cases of effective tourism complaints, with claims of more than 21,900 yuan, and all the complaints have been closed .
It is reported that tourism complaints received by the tourism management department of our city are divided into three major tourism markets: 33 domestic tourism complaints, accounting for 94.2% of the total number of complaints accepted, an increase of 14 from the previous year, and a 73.7% increase from the same period last year; Cases, accounting for 5.8% of the total number of complaints accepted, a decrease of 7 from the previous year and a decrease of 77.8% year-on-year; and 0 inbound tourism complaints . In terms of the object of complaints, there were 24 complaints against travel agencies, accounting for 68.6% of the total complaints, an increase of 4 from the previous year, and a 20% increase year-on-year; 10 complaints against tourist attractions (points), accounting for 28.6% of the total complaints, year-on-year An increase of 25%; one complaint against star hotels, accounting for 2.8% of the total number of complaints.
The reporter learned that in the first half of this year s complaints, the main complaints from tourists to travel agencies were: tourists online booking of hotels was temporarily cancelled, and merchants charged too much liquidated damages; flight delays caused the contract to fail to perform as originally agreed; and lowered the reception standard, Accommodation, vehicles are not performed according to the contract; itinerary arrangements are unreasonable, shopping and riding time is more than the tour time; after the buyer purchases the product, he thinks that the product price is high or the quality is poor and asks for a return. The complaints against the scenic spots mainly reflect the need to strengthen the service awareness of the staff in the scenic spots, long queues for hot tourist items, short experience times, unreasonable charges for fast passes and leased items, and the failure of the self-service ticket collection system to operate normally.