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旅游购物退货莫纸上画饼

2017-08-29 04:21:08   中国青年网

□ 胡建兵

从去年开始,全国一些省市的旅游主管部门相继推出“30天无理由退货”的措施。不过近期在人民网3·15旅游投诉平台上,记者发现仍有不少游客投诉反映退货难的问题。无人管、互相推诿、找各种理由不能全退、收取高额手续费等乱象让“30天无理由退货”这项措施只是看上去很美(8月28日人民网)。

游途中买了假货或质次价高的商品可以无理由退货,这确实能在很大程度上保障游客的权益。但在“30天无理由退货”这一措施真正实施的过程中,出现退货难等问题,“无理由退货”遭遇蛮横无理的“不退”,原因在于“30天无理由退货”目前还只是用行政手段强制执行,不具有相关的法律效力,即使商家30天内没有给游客办理退货,也不会承担法律责任。这让一些商家存在侥幸心理,只要跟行政管理部门关系搞好一点,就能不退就不退,能少退就少退,给游客维权增加困难。“无理由退货”似乎成了纸上画的大饼。

新的旅行社条例明确:旅行社或工作人员在旅游过程中强迫、诱导游客购物,游客有权在旅游行程结束后30日内,就其所购物品和参加另行付费旅游项目费用,要求旅行社为其办理退货并先行垫付退货货款、退还另行付费旅游项目的费用。这一条例被称为近年来旅游管理领域最严格的条例。但关键问题是,有了严格的条例,有关部门能否按条例的规定去执行。其实,在旅游方面,我国不缺法律法规,缺乏的是严格执行。一些游客被强制购物,回到家中后向有关部门申诉,但有关部门推诿扯皮,要么不受理,要么一拖再拖,要么以证据不足为借口等消极对待。如此这般,再好的条例又有什么用呢?

如果游客被强制购物后,有关部门只要求商家接受退货,而不对其重罚,那就是对相关旅行社和不良商家的纵容。因为一旦被要求退货,商家最多接受退货就是了,而更多的不识货或者怕麻烦的游客没有退货,那商家说到底是赚的。通常情况下,游客即便吃了亏,大概也会抱着能让则让、能忍则忍的态度,除非购到了特别“昂贵”的假货,才会想办法退货,不然谁会愿意多事呢?相信商家平时被要求退货的概率不高,或许只有千分之几、万分之几,达不到以儆效尤的效果。

要真正实现“30天无理由退货”,各地需要通过立法的方式去解决,不能仅仅停留在行政政策和号召承诺上。对于旅游景点和商家销售假冒伪劣商品、强制交易,有关部门应该根据不同情节,区分出不同的处罚办法和相关退货处理流程。有了法律依据,才会有可操作性和威慑力。当然,行政执法部门也应该加强对旅游商品的监管,将假冒伪劣商品及时清理出市场。对游客要求退货而以各种理由不退的商家,一方面要责令他们退货,另一方面要对他们进行必要的处罚。游客在旅行前与旅游公司订立旅游合同时、在旅游过程中购买有关商品时,要多长一个心眼,把合同条款和商品情况弄清楚,还要保留好相关的证据。另外,在旅游购物点,能不购买的尽量不要购买,毕竟这些景区的商品相当一部分是靠不住的。游客一旦买了假货或价高物次的物品,就算回到家后能够退货,也要耗费时间和精力;而一旦商家不愿意退,游客需要到有关部门进行申诉,再由其进行调查、核实、处理,整个过程会很麻烦。

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