CCTV News:According to the website of China Consumers Association, on May 11th, China Consumers Association released the "May 1st" public opinion analysis report on consumer rights protection. The report pointed out that during the "May 1" period, the general price of accommodation hotels rose, and the public opinion of hotel accommodation was relatively concentrated. There were relatively many phenomena of breach of contract and breach of contract, such as booking a hotel without staying, ordering a hotel on the online platform and asking tourists to "make up the difference". The full text is as follows:
"The most prosperous May Day and the hottest Golden Week in history" came to a successful conclusion in the "blowout" release of tourism travel and consumption enthusiasm with strong recovery, and a number of data of "hitting the historical peak of May Day" released an encouraging signal that China’s endogenous consumption power continued to strengthen and show remarkable results.
According to the data of the data center of the Ministry of Culture and Tourism, during the "May 1" period this year, the total number of domestic tourism trips nationwide was 274 million, up 70.83% year-on-year, and it recovered to 119.09% in the same period of 2019 according to comparable caliber; The domestic tourism revenue reached 148.056 billion yuan, up 128.90% year-on-year, and recovered to 100.66% in the same period of 2019 according to comparable caliber. At the same time, the radius of tourists’ travel and the radius of destination recreation have increased, and the popularity of cross-city and inter-provincial travel over 300 kilometers has increased significantly.
The business big data monitoring of the Ministry of Commerce shows that this year’s "May 1" holiday consumption transcripts are bright, the sales of key retail and catering enterprises nationwide increased by 18.9% year-on-year, the consumption enthusiasm of residents was high, and the consumer market grew rapidly. Sales of seasonal, quality and upgraded goods are booming, consumption of featured, diversified and experiential services is widely favored, and innovative, intelligent and convenient new consumption is booming.
The booming holiday consumer market has also brought severe tests to relevant business entities. The high concentration of hot spots and slots has become the biggest feature of this year’s "May 1" consumer public opinion.
In order to further understand the real feedback of consumers during the May 1 ST period, focus on the hot spots of small holiday consumption, and effectively play the role of social supervision, the China Consumers Association used the Internet public opinion monitoring system to conduct a survey on April 29, 2023 — On May 4th, we conducted a public opinion analysis of online big data about consumer rights protection.
The monitoring found that this year’s "May 1" holiday consumption "spit" information mainly concentrated in four aspects: scenic tourism, hotel accommodation, transportation, catering and shopping, which was generally consistent with the main holiday consumption scenarios. Contact consumption and physical consumption were the hot spots for consumers to spit.
First, the basic situation of consumer rights public opinion
During the six-day monitoring period from April 29th to May 4th, a total of 23,932,226 pieces of "consumer rights protection" information related to May 1st were collected, with an average daily amount of about 3.98 million pieces. During the monitoring period, the daily number of related public opinions was relatively balanced, with 4,295,441 on May 1st.
Figure 1 "Consumer Rights Protection" Daily Information Map
In terms of information dissemination channels, the information dissemination channels of "consumer rights protection" during the May 1 ST period mainly include clients, Weibo, videos, websites, WeChat, interactive forums and digital newspapers. Among them, the client has the highest information content, accounting for 38.45%; Followed by Weibo, the information content accounted for 28.99%; The third is video, with information accounting for 19.34%.
Figure 2 Distribution map of information amount and proportion of "consumer rights protection" channels
Two, the "May 1st" consumer rights information focus areas and typical cases
During the monitoring period, a total of 7077736 pieces of information about "tucao" and "consumer rights protection" were monitored through the public opinion monitoring system, accounting for 29.57% of the total information about "consumer rights protection". (See Figure 3)
This kind of information reflects consumers’ negative evaluation of the goods and services they accept, and has the "sensitive" attribute of causing negative public opinion on consumer rights protection, but at the same time it also reflects its constructiveness in improving consumer satisfaction. This report summarizes it as "consumer rights protection" negative sensitive information and focuses on analysis.
Figure 3 "Tucao" Consumer Rights Protection Information Proportion Chart
The monitoring found that the negative consumption information during the "May Day" promotion activities this year was mainly concentrated in scenic spots, hotel accommodation, transportation, catering and shopping.
(A) scenic tourism
During the monitoring period, a total of 3,056,999 pieces of negative information about "scenic spot tourism" were collected, with an average daily information of 509,500 pieces, and the amount of public opinion information showed a trend of increasing first and then decreasing, with the highest number of 845,836 pieces on May 2.
Fig. 4 Daily trend chart of negative information about tourism in scenic spots.
Example 1: The man drowned while playing on the pontoon bridge, and the resort has been closed for rectification.
@ Cover News: [# Official response: Man drowned while playing on the floating bridge #: The resort has been closed for rectification] Recently, it was reported that a man fell into the water and died while playing on the floating bridge in Shuiyuntian, Houba Town, Kaizhou District, Chongqing. On May 2, a staff member of Houba Town Government in Chongqing confirmed that there was a case of a man who drowned after playing water sports in Shuiyuntian Resort. After the incident, the resort has been closed for rectification. For netizens questioning whether the safety measures of the water project are not in place, a staff member of the Cultural Tourism Committee of Kaizhou District of Chongqing said that Shuiyuntian Resort is not a tourist attraction at present, and relevant departments are investigating and verifying it.
Example 2: Fences are built along Hukou Waterfall, and tourists can only spend money if they are dissatisfied with the view.
Global Network Source: Beijing Youth Daily Title: Preventing tourists from peeping? Hukou Waterfall was exposed to build a fence along the way, and the official response.
Recently, a number of netizens posted videos on social platforms, saying that some sections along the Hukou Waterfall were completely blocked by the wall, and they could only hear the sound and could not see the scenic spots, questioning that "it is necessary to spend money to see Hukou Waterfall, and it can only be blocked by the wall without spending money". This netizen expressed dissatisfaction, pointing out that at the peak of May Day travel, as a natural gift, the landscape of Hukou Waterfall on the Yellow River must be paid for along the way. Is this reasonable?
As for the above-mentioned netizens, the staff of the Cultural Tourism Bureau of Yichuan County, Yan ‘an City, Shaanxi Province said that the wall was built on the roadside inside the scenic spot for many years. The Hukou Waterfall Scenic Area Administration of the Yellow River in Yichuan County, Shaanxi Province issued a statement saying that the move was to avoid falling rocks and hurting tourists. In addition, the reporter learned from the staff of Shanxi Linfen Cultural Tourism Bureau that the Hukou Waterfall Scenic Area is undergoing internal expansion. For safety reasons, a wall was built on the periphery of some sections, not to prevent tourists from peeking at the scenery.
(2) Hotel accommodation
During the monitoring period, a total of 1,119,199 pieces of negative information about "hotel accommodation" were collected, with an average of 186,533 pieces per day, and the distribution of information showed a relatively gentle trend of first increasing and then decreasing. On April 30, the highest amount of public opinion information was 217,770 pieces.
Figure 5 Daily trend chart of negative information about hotel accommodation.
During the "May 1" period, the general price of accommodation hotels rose, and the public opinion of hotel accommodation was relatively concentrated. There were relatively many phenomena of breach of contract and breach of contract, such as booking a hotel without staying, ordering a hotel on the online platform and asking tourists to "make up the difference". The market supervision departments in many places intervened in the investigation and made penalties in time, and there were many media reports and public opinion discussions.
Fig. 6 nephogram of negative information words about hotel accommodation
Example 1: Emei Mountain Hotel requires "making up the difference", and the regulatory authorities have filed a case.
Today’s headline @ 中中中中 Title: Get up! A hotel in Emei Mountain asked tourists to "make up the difference" and was put on file for investigation.
At 19: 50 on April 29th, the service management office of Emei Mountain Scenic Area received a complaint from 12345 tourists: a hotel located in Scenic Area Road, Huangwan Town, Emei Mountain City had a dispute with tourists. After receiving the complaint, the staff of the management office of Emei Mountain Scenic Area rushed to the hotel to understand the situation and coordinate the handling. It is understood that on April 6, tourist A placed an order for the hotel on an online platform, staying for 2 nights from April 29 to May 1, and paid all the room rates on the online platform. At about 19: 30 on April 29, when tourist A and fellow tourist B arrived at the hotel and asked to stay, the person in charge of the hotel said that the current amount paid by tourists is only enough for one night, and the second night’s accommodation needs to be "compensated" offline. After the negotiation failed, tourist A called 12345 to make a complaint. At 21 o’clock that night, the staff of the management office of the scenic spot to serve the country coordinated two tourists (free of charge) to stay in the new hotel. On the morning of April 30th, Emei Mountain Scenic Area and Emei Mountain Market Supervision Bureau went to the illegal hotel to conduct investigation and verification. At present, the Emei Mountain Market Supervision Bureau has filed an investigation on the hotel.
Example 2: The landlord of Qingdao B&B broke the contract and failed to stay in the house, and the regulatory authorities punished him according to law.
@ China Live: [Anger! The family spent 9600 online to book Qingdao B&B, but they couldn’t contact the landlord when they arrived, and almost slept on the street! The landlord replied: I didn’t answer the phone because there was no room] April 30, Qingdao, Shandong. Mr. Zhu’s family and friends booked a villa B&B for two days in Qingdao Golden Beach Mediterranean during the May Day holiday on the platform 10 days ago, and paid 9600 yuan. I contacted the landlord one and a half hours before I arrived at my destination that day, but I found that I couldn’t contact anyone. Then I arrived at the designated place and still couldn’t find anyone. Mr. Zhu said that his five families spent almost a day because of this incident, so they had no choice but to temporarily re-book an apartment. In the evening, I contacted the landlord, but the other party told me that the room was full and there was no way. At present, the platform responded that the list of apartments can be exempted by making a one-to-one payment. On May 1st, Qingdao West Coast New District Market Supervision Administration reported this matter:
Example 3: The hotel misled consumers to cancel the reservation and was punished for selling at a higher price.
A little information @ The Paper Title: A hotel in Zhejiang was fined for misleading consumers to cancel the reservation and sell it at a higher price for false reasons.
On April 30, Zhejiang Market Supervision Bureau announced a batch of "Enjoy Holidays"? Consumer violations seized in the "Consumer Escort" operation. Among them, a hotel in Dongyang City misled consumers to cancel the reservation and sell it at a higher price for false reasons, and was fined 11,300 yuan.
The Paper was informed that the Dongyang Municipal Market Supervision Bureau recently inspected a hotel management company based on the report, and found that the parties lied that there was no room and misled consumers to cancel the reservation of five rooms for false reasons. After the consumer canceled the order, at the same time, the hotel sold the above five rooms on the platform at a higher price. By the time of the incident, the accumulated illegal business amount was 5,219.2 yuan and the illegal income was 1,335.76 yuan. The bureau imposed administrative penalties according to law.
(3) Transportation
During the monitoring period, a total of 1,082,554 pieces of negative information about "traffic trips" were collected, with an average daily amount of 180,426 pieces. Among them, April 29th has the largest amount of information, with 255,102 items. After that, the amount of public opinion information showed a downward trend.
The public opinion information of traffic and travel mainly focuses on three aspects: First, discussions on issues such as "congestion" and "difficulty in parking" in different scenes are concentrated, and netizens widely vomit; Second, the general experience of new energy owners in high-speed congestion scenes is poor, which has become a hot topic of discussion; Third, the temporary fare increase of the network car and taxi caused more onlookers.
Fig. 7 Daily trend chart of negative information about traffic trip.
Example 1: New energy vehicles have poor high-speed running experience, and there are many battery life charging slots.
Today’s headline @ * * Listen to me: the new energy tram is really not suitable for running at high speed, and the experience is really bad! I checked the navigation before leaving, and it is about 380 kilometers away from the destination. It is expected to arrive in about 4 hours. Fully charge the car before departure, and the battery life is about 530 kilometers, which is enough to run to the destination. Facts have proved that once the speed of trams exceeds 100 kilometers per hour, the battery life will be greatly discounted. It never rains but it pours. I ran halfway, but I got caught in a traffic jam again. At last, my battery life was less than 150 kilometers, and my heart began to panic. In the second half, the speed began to be pressed to 80 kilometers per hour, and the oil truck in the next lane roared to overtake. At this moment, I really envy it! I finally got to the service area and quickly found the charging pile. As a result, I found that all of them were lined up for charging. I saw the oil truck filled up in less than ten minutes and set off. I had been in line for half an hour, and it was not my turn. The charging pile in the service area is expensive, which is equivalent to almost one yuan per hour, which is not much cheaper than refueling. Plus the time delayed in queuing and charging, it is really not cost-effective, and the experience is too bad!
Example 2: The parking space outside the scenic spot is too tight, and the car drives into the wheat field.
Tik Tok @ Xiong ‘an Toutiaojun Abstract: # Outside a scenic spot in Henan, many cars drove directly into the farmland covered with wheat because of the shortage of parking spaces.
Example 3: The driver of the online car refused to carry the fare increase, and the relevant departments investigated and notified.
Pacific Hotline Network Source: World Wide Web Title: Jinghong: Notice on the investigation and handling of the incident of "the driver of the network car failed to increase the price and refused to load"
The Transportation Bureau of Jinghong City, Yunnan Province conducted an investigation into the recent online transmission of "the driver of the network car failed to increase the price and refused to load". After investigation, Zhao Moumou, the driver involved, took an illegal order from Huamou Company on the aggregation platform on the evening of April 29, 2023 without obtaining the qualification of "double certificate", and refused to carry it after a temporary fare increase and passenger dispute; Hua Moumou Company has not obtained the "Network Appointment Taxi Business License", and there is an act of illegally engaging in online car business activities. For the illegal acts of the above-mentioned drivers and network platform companies, the bureau made a penalty decision of imposing a fine of 30,000 yuan respectively.
At the same time, the comprehensive administrative law enforcement department of Jinghong City informed the above-mentioned typical cases of illegal operation to the city’s transportation service enterprises and employees, demanding that the network car platform with business license be obtained within the city, and the car and driver should be banned indefinitely.
(4) Catering and shopping
During the monitoring period, a total of 995,978 negative information related to catering and shopping were collected, with an average daily information of 165,996, and the amount of public opinion information fluctuated, reaching a peak of 196,149 on May 3.
Fig. 8 Daily trend chart of negative information about catering and shopping.
During the monitoring period, the public opinion of catering and shopping is mainly related to the cheating behavior of retailers and restaurants, such as overcharging and not charging according to the marked price.
Example 1: The food festival met the "Dendrobium candidum assassin", and the relevant departments investigated and verified it.
Today’s headline @ Green Hornet Title: A tourist in Sanya, Hainan met with the response of the local cultural tourism bureau of "Dendrobium candidum assassin" at the food festival.
On April 29th, a netizen in Hainan sent a video saying that he had been hit by an "assassin of Dendrobium candidum". After purchasing the goods, he was beaten into powder by a merchant and asked for 2,100 yuan. After calling the police, he finally got a refund of 2,000 yuan. After searching, the Green Hornet found that it is not uncommon to see similar "Dendrobium candidum assassins", and the background board behind the merchants in the video shows "2023 Guyun Yazhou Country Food Festival". Why does Dendrobium candidum appear in the food festival? The relevant staff of the Cultural Tourism Bureau of Yazhou District, Sanya City said that they have paid attention to the relevant situation and will cooperate with relevant departments to conduct investigation and verification.
Example 2: Mutton offal is priced in 40 yuan and settled in 80 yuan, and the merchant calls the menu "expired".
Today’s Headline @ Jiupai News Headline: The woman said that the price of 40 yuan’s food was received by 80 yuan at the checkout. Party: Other dishes also charged more. Merchant: The price on the menu was several years ago.
According to Bailu video report, on May 2, after Ms. Yang ordered food from the menu posted on the wall in a restaurant in Zhoukou, Henan Province, the casserole and mutton offal priced in 40 yuan at the time of checkout was asked by the boss to pay 80 yuan, and other vegetable prices were also higher than those on the menu.
The merchant responded that the mutton offal used to be a casserole, but now it has been replaced by a bigger electric cooker. The price on the menu has not been changed before, and the customer did not ask in advance, so he did not inform.
Third, analysis: Three aspects of short supply caused "high hot spot" public opinion
A comprehensive analysis of the above-mentioned problems and typical cases of consumers’ "spitting" during the May Day holiday this year shows that the public opinion slots in different dimensions are closely related to "travel". Consumers’ enthusiasm for going out of their homes encounters short-term holiday consumption supply in multiple scenarios, which has become an important factor affecting holiday consumption experience and triggering "hot spots" public opinion.
First, the short supply of security for holiday travel consumption.
The huge "disk" of social mobility during the May Day holiday calls for a higher level of public security. Strong consumption power, the flow of hundreds of millions of people, the obvious growth of long-distance travel, and the diversity of travel methods all put forward higher requirements for transportation, food, accommodation, fire protection and personal travel. To strengthen the safety reception capacity and safety service level of relevant parties, we must strictly implement the relevant requirements of the state for safety production and operation, achieve no dead ends and full coverage, earnestly strengthen safety awareness, compact regulatory responsibilities, and eliminate potential safety hazards.
Therefore, no matter whether the pontoon bridge drowned is a tourist attraction or a holiday resort, it shows that there is still a short supply of security in the diversified consumption scene of holiday travel; Regardless of whether the damage to consumers’ life safety is an accidental case, the relevant subjects should be reminded to reflect on whether there are still dead ends and luck in finding hidden dangers in business premises and finding facilities and equipment problems.
The second is the short board of humanization and thoroughness of tourism service supply.
The supply level of public services related to tourism travel is an important factor that affects the consumption experience. It can not only consider the hard strength and "soft environment" of the product format, supply mode and management service of the scenic spot itself, but also test the quality level and progress efficiency of the upgrading of the supporting public service supply system for tourism travel from "whether there is" to "whether it is good". It not only needs to strengthen scientific investment in the hardware construction of transportation and surrounding facilities, but also needs to improve the accuracy of emergency supply and reserve such as advance prediction, timely locking and dynamic response. Only by vigorously and comprehensively improving the convenience, comfort and satisfaction of tourists can we polish the service brand of scenic spots and accumulate the reputation of local governance and industry management.
Therefore, in addition to "safety considerations", the enclosure along Hukou Waterfall should also consider whether it will affect the overall effect of the natural landscape and the tourists’ impressions along the way. Is this in line with the service concept of thinking what tourists think and being anxious about what tourists are anxious about? Compared with this, is there any more humane, careful and flexible safeguard measure to ensure the safety of tourists and present the natural beauty perfectly? Similarly, the mileage anxiety of new energy vehicles caused by insufficient charging piles and road congestion on expressways not only exposes the shortcomings of expressway services that need to be solved urgently during the holiday season, but also reminds all parties concerned to pay full attention to the interactive relationship between consumer travel experience and the healthy development of the new energy vehicle industry.
The third is the shortcomings of honesty, law-abiding and compliance management of commercial business entities.
Rules-abiding and commitment-emphasizing trading behavior is the basic guarantee for optimizing consumption experience, improving consumption satisfaction, enhancing consumer confidence and smoothing economic cycle. Faced with the huge business opportunities brought by the strong recovery and centralized release of consumer demand, operators should not only have the business wisdom and exhibition ability to organize the operation and supply guarantee and flexibly adjust the sales methods, but also have a consistent respect for laws and regulations, a correct understanding of the image of short-term profits and long-term goodwill, and maintain their strength.
On the eve of the May Day holiday, China Consumers Association made comments and reminders on the price increase, default, compulsory and short-term trends in some regions and industries, and gave public suggestions. According to the general situation of public opinion monitoring, brand merchants and large-scale entities in most areas can repay consumers’ trust and favor with high service level and quality and relatively reasonable prices of goods and services from the perspective of maintaining corporate image and long-term development. However, there are still a few service entities in some areas and some industries who violate contracts, raise prices, force sales and lack credibility, which hurts consumers’ feelings and confidence to some extent and affects the image of regions and industries.
Iv. Suggestions on responding to public opinion on consumer rights protection during the May Day period:
In view of the shortcomings and problems exposed in the above three aspects, China Consumers Association puts forward the following suggestions to relevant subjects:
(1) It is suggested that the relevant administrative departments take the initiative to strengthen all-round and multi-scenario intervention and control, increase the investigation and punishment of illegal acts such as price gouging, malicious breach of contract and compulsory consumption, compact the main responsibility and increase the illegal cost. Relevant operators who ignore the red line and challenge the bottom line shall be punished according to law and publicly exposed.
(2) It is suggested that relevant units should fully consider the characteristics of holiday consumption peaks, actively and carefully make plans, and improve the mechanism guarantee and measures guarantee for operational services. Strengthen safety inspection and guidance for industries related to the safety of consumers’ lives and property, tighten safety valves from the source, and prevent and resolve major safety risks; In view of the short-term instantaneous "pressure" of supporting public service supply and hot tourism products and services, we will formulate a perfect and thorough emergency response and guidance control plan.
(3) It is suggested that relevant parties should make scientific overall plans and make timely judgments, and take measures such as flexibly adding fast charging facilities to optimize the supply of supporting services for new energy vehicles. Combining the emergency plan design of traffic trip with the innovative data mining application and scientific research results, the plan design should be quick and early, and the subsequent supporting measures should be practical and detailed. While accurately grasping the dynamic real-time data, the data information should be shared and linked with relevant industries and departments in time, thus reducing traffic congestion, realizing effective diversion and improving the consumption experience of holiday travel.
(4) It is suggested that relevant responsible subjects establish holiday public opinion accounts to clarify the "real accounts" of public opinion. Fully explore and identify the fundamental problems behind the expression of public opinion and emotional release, and realize the guidance and repair of consumer emotions through active intervention and control in advance, resolution in the event, and summary and improvement afterwards.
