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刚刚过去的十一假期,携程又摊上事了。先是一篇刷屏网文,认为携程在顾客购买机票、火车票时设置陷阱;近日,演员韩雪又在微博怒怼携程捆绑销售套路,引来20多万网友点赞。
究竟是策略,还是套路,或许还需要更权威更专业的认定。不过,“携程有难,八方点赞”的状况,却也反映出,和韩雪有过一样的经历,也不在少数。
影星韩雪微博截图
不少在线旅游平台,在没有征得消费者同意的情况下,在订票过程中设置默认选项,单方面为消费者选择了除机票、火车票等之外的服务选项,比如专车、保险等。这种捆绑销售,几成行业“公开的秘密”。
用户只要稍不留神,就可能为不是自己选择、也不是自己需要的服务买单。虽然消费者无数次投诉、相关部门多次约谈整改,但作为一种行业潜规,捆绑销售屡禁不止。
事实上,除了捆绑销售,近年来在线旅游业的乱象还有很多。比如,前段时间媒体曝光,游客张女士在去哪儿网预订的海景房,到实地一看只是一间简易房,当要求退房时,竟被去哪儿网以“须得到酒店方同意”为由,将问题理直气壮地推给用户。
再比如,鄂尔多斯的王先生与携程旅行社签订的跟团游合同,因患病急需手术只能申请退订,2万多元的订单90%被当做违约金扣除。
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