During the Spring Festival, Fu Yuanhui, a well-known swimmer, posted a blog in Changbai Mountain for help: "Now that I have chartered a car, I am blackmailed, and I will add money to let us buy tickets halfway; (We) don't agree, what should I do if he doesn't drive, should I call the police? As soon as it was issued, it aroused strong concern. With a strong celebrity effect, the entire process of resolving this complaint took less than two hours.
However, on February 18, Mr. Liu from Guangzhou reported to ** that when he went to the Xueling Scenic Area of Changbai Mountain on January 25, he also encountered the behavior of a private car driver who increased the fare halfway, and after complaining to the relevant departments, the problem has not been resolved. The encounters are similar, but the processes and results are very different. Such a contrast makes people feel very uncomfortable:If the slaughterer slaughters the head of a celebrity, it is "kicked to the iron plate"; Slaughtering ordinary tourists, is it "stepping on cotton"?
In reality, the phenomenon of "stealing customers" in tourism is not uncommon. Tourism is meant to be happy, and even if many tourists are slaughtered, as long as it is not too outrageous, most of them choose to forget it when they think of the trouble of rights protection. There are also tourists who are more serious, but the effect of rights protection is sometimes not ideal. The quick resolution of Fu Yuanhui's case is worthy of praise, but to deal with the chronic disease of tourism and the chaos of stealing customers, it cannot be a public opinion response to the rapid action of celebrities.
What is more uncomfortable than road blockage is heart blockage, and rights protection is not a privilege, but a universal right. The legitimate rights and interests of every tourist should be safeguarded, and the tourism industry is supported by thousands of ordinary tourists, and the protection of rights must also be treated equally. At present, the national cultural tourism market continues to heat up, with a large number of travelers, high travel frequency, and diversified consumption scenariosThe key lies in how to actively respond to negative public opinion, and how to establish and maintain normalized complaint channels, rights protection channels, and regulatory mechanisms.
All parts of the country are in full swing to "fight" tourism, and the final "volume" is not only natural resources and human environment, but also service quality and guarantee measures. The good reputation and good image of "hospitality" cannot be established in a day or two, but depends on the accumulation of long-term high-quality service; However, if the "stealing of customers" is not effectively supervised and contained, it can ruin all previous efforts. Tourists "stepping on the pit" encounter unsmooth rights protection, inefficient handling, basic legitimate rights and interests can not be effectively protected, and "poetry and distance" has lost its due significance. While competing for the popularity of cultural tourism, all localities should compete more about the response speed and processing ability to complaints and reports from tourists, as well as the work style and service attitude that run through them.
*:Hubei**.