In the past few days, the Harbin Ice and Snow World ticket refund turmoil has caused a stir on the Internet
On December 18th, on the first day of the opening of the 25th Harbin Ice and Snow World, many tourists shouted "refund" because they were queuing for too long in the cold outdoors and could not play ice slides, Ferris wheels and other projects.
In the afternoon of the same day, the scenic spot announced that it would stop selling tickets for the 18th, and the leaders of the Harbin Municipal Bureau of Culture and Tourism also rushed to the scene to supervise and confirm that some tourists did refund their tickets on the 18th. On the 19th, Ice and Snow World issued a "Letter to the Majority of Tourists" to publicly apologize, saying that "it will deeply reflect on the poor service and rectify it overnight", listing detailed rectification measures.
So far, the matter has had a relatively satisfactory result, but the debate among netizens about it continues to ferment - some netizens are unhappy for the scenic spot, thinking that the scenic spot as a whole is mainly for ice sculpture viewing, and if you don't get the slide, Ferris wheel and other entertainment projects, there may be regrets, but it is too much to ask for a refund in the scenic spot;Some netizens feel that after all, it is the scenic service that is not done well, so that a group of tourists suffer from the crime of "queuing for hours in the weather of more than minus 20 degrees", and the play experience is not good, so they naturally have the right to complain and complain.
In Mr. Gong's view, the popularity of amusement projects and the long queue time of tourists are often seen in large theme parks in China. Only this time, the extremely cold weather, which lowered the threshold of patience for tourists to wait in line, became a catalyst for discontent.
Tourists' behavior of asking for refunds may be irrational, but Ice and Snow World can express its position in a timely manner and quickly give measures such as improving reservations and limiting flow, and the posture and pattern shown are worthy of recognition. Among its rectification measures, including the adoption of on-site queuing and delayed service, enriching the service force at higher points of tourist flow, and increasing the number of complaint channels and acceptance personnel, etc., it reflects sufficient sincerity.
The main tower of the Ice and Snow World "Ice and Snow Crown" Source: The official website of the scenic spot.
One of the key reasons for the controversy caused by the "refund" storm is that different tourists have different expectations for the ice and snow world, some tourists mainly take pictures of the scenery, and some tourists come for the amusement projects. Whatever the motives and expectations, they should not be ignored or disappointed.
In a sense, the "refund" turmoil is a stress test and public opinion response test for the scenic spots involved, and it also leaves some inspiration and thinking. For example, for places that display ice and snow culture and develop ice and snow economy, how to optimize the tour experience in extremely cold weather while attracting tourists with ice and snow is also something that should be paid great attention to.
For example, for some well-known scenic spots, behind the extremely high reputation and popularity, there is the public's recognition of the brand value of the scenic spot, and the high expectations and expectations of tourists. In many cases, the outside world will even look at and examine every move of scenic spot services with a more demanding attitude and a more critical eye.
It is not easy for many scenic spots to be able to catch and meet this heavy expectation at all times;It is unrealistic to fully take into account the needs and feelings of each tourist, and not to be complained about and complained about once. But this does not prevent the scenic spot from leaning down, listening to the opinions of tourists, and empathizing with more hearts, so that tourists can have a better travel experience, which is the best feedback for tourists.
Ice slide in the ice and snow world Source: The official website of the scenic spot
During this year's "May Day" holiday, at the bustling intersection of West Lake in Hangzhou, Zhejiang, volunteers pulled up an "X"-shaped "most beautiful wall" to protect the safety of pedestriansIn order to welcome the barbecue diners, Zibo, Shandong Province has prepared wet toilet towels, alcohol pads, sanitary napkins and common medicines in the public toilets in the barbecue city in advanceThe Jialing River Bridge in Chongqing Qianguomen implements temporary traffic control in the evening during the holiday, so that tourists can walk on the bridge deck with confidence, watch the scenery and take photos ......
Similar "hardcore" measures to pet fans not only won the goodwill of tourists, but also added a lot of points to the image of relevant places and scenic spots.
No merit. Every small step taken by relevant places and scenic spots to improve the quality of service is seen by the public. In the era of all-for-one tourism, well-known scenic spots have become the focus of heated discussions, and it is normal for there to be criticism and praise. In the controversy, we will continue to improve the service, and stop the dispute with more thoughtful plans and services, so as to realize the two-way rush between the scenic spot and the tourists, and finally, everyone will be happy.
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