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外包岂能成为景区殴客挡箭牌

2017-09-03 06:10:52   中国青年网

景区服务项目可以外包,但管理责任不能外推。作为管理主体,景区管理方有责任和义务监督经营者的经营行为,为游客提供优质、文明的服务。如果承包者违规经营,侵害游客权益,景区管理方也脱不了干系

□ 张淳艺

8月28日,一段游客在浙江安吉仙龙峡景区漂流时被打的视频在网上流传。视频显示,一位身穿救生衣的游客和几位手持棍棒的男子发生口角,相互争执,随后一个男子突然掌掴该游客。目前,参与打人的两人已被当地警方行政拘留并处罚款。景区管理方表示,打人者系外包人员,不属于景区管理

据介绍,因为游客没有配合拍照要求,相关工作人员就出言不逊,辱骂并掌掴游客。对此,景区方面回应称,漂流拍照点是景区外包的,并不属于景区管理,事发后已与拍照业务承包方解除合同。不过,需要明确的是,外包并非景区殴客事件的挡箭牌。景区管理方所要做的,不光是在出事后与承包方解除合同,划清界限,更应是在平时加强监管,规范服务。

目前,许多景区都将拍照、餐饮、购物等服务项目对外承包。这可以盘活景区资源,丰富服务内容,同时也为景区经营者节省了人力物力。但问题也随之而来——第三方承包者在预先缴纳承包费用后,为了追求经济利益最大化,便可能出现随意抬高物价、强迫游客消费等情况。以拍照为例,一些景区承包者在未经游客同意的情况下,擅自给游客拍照,并采取言语威胁等形式向游客强迫出售。

对景区管理方来说,收了租金“拿人手短”,对承包者的种种违规,往往默许纵容。景区管理方的缺位,给了承包者无视游客权益的底气。而且在家用相机和拍照手机普及的今天,不少游客都不需要景区人员拍照,可见本案中相关人员应该不是第一次被拒。其辱骂掌掴游客显然不会是针对个体的“临时起意”,而是一贯的霸王习气作祟。

景区服务项目可以外包,但管理责任不能外推。作为管理主体,景区管理方有责任和义务监督经营者的经营行为,为游客提供优质、文明的服务。而且,如果承包者违规经营,侵害游客权益,景区管理方也脱不了干系。殴打游客事件发生后,仙龙峡景区就被列入安吉县旅游经营者“黑名单”,已经停业整顿,代价可谓沉重。对于广大游客来说,也不会因为打人者系外包人员就对景区管理网开一面,如此负面新闻势必影响景区的形象,让更多游客用脚投票。

他山之石,可以攻玉。今年7月1日起,《江苏省民用航空条例》实施。对于社会关注度较高的机场餐饮宰客问题,条例要求,机场管理机构应当按照公平竞争、满足大众消费需求的原则,与取得经营权的零售、餐饮等经营者签订协议,明确服务标准、价格水平、安全规范和责任等事项。这种“约法三章”的做法,同样值得各地景区管理方借鉴。各级旅游部门应指导景区与承包者签订协议,明确服务规范和违约责任,一旦出现违规经营,无条件解除承包合同。只有强化景区管理方的管理责任,厘清承包方的服务义务,才能祛除一些承包者心中的霸王习气,遏制欺客宰客现象的发生。

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