On February 26, the China Consumers Association (hereinafter referred to as the "China Consumers Association") released the "2024 Spring Festival Consumer Rights Protection Public Opinion Analysis Report" (hereinafter referred to as the "Report").
The data shows that the popularity of rights protection in transportation, scenic tourism, culture and entertainment, consumer services and other aspects is relatively high, and hot events such as return tickets to Sanya are too expensive, and athletes say that chartered buses are blackmailed are on the list.
The Spring Festival holiday in 2024 lasts for 8 days, forming the longest Spring Festival holiday in history. As the first normalized Spring Festival after the transition of epidemic prevention and control, the public's willingness to consume is unprecedentedly high, and the tourism market continues to be hot. Spring Festival holiday 229.3 billion people flowed across regions, demonstrating the vitality and resilience of the holiday economy and accelerating the release of consumption vitality.
* According to the data center of the Ministry of Culture and Tourism, the 8-day Spring Festival holiday is 47.4 billion person-times, a year-on-year increase of 343%, an increase of 19. on a comparable basis compared to the same period in 20190%；The total cost of domestic tourists is 63268.7 billion yuan, a year-on-year increase of 473%, an increase of 7. on a comparable basis compared to the same period in 20197%。The total box office of the 2024 Spring Festival movies will exceed 8 billion, and the total number of moviegoers will be 16.2 billion, with a total of 383 sessions60,000, the three key data of box office, moviegoers and screenings hit a new high in Chinese film history.
After returning home for reunion, it has become a new trend to travel with the family at staggered peaks, and the consumption of vacation holidays such as New Year's custom tours, ice and snow tours, and island tours has increased significantly. Rich cultural and tourism activities in various places have driven consumption to soar, with 5,108 large-scale activities such as Spring Festival lantern festivals, flower markets, temple fairs, dragon and lion dances, etc.; As a "hot item" of ice and snow tourism this winter, Harbin's cultural tourism consumption scale increased by more than 106% year-on-year.
The China Consumers Association said that in the new year, the public's consumer confidence, willingness to consume and consumption capacity have increased significantly.
According to the report, during the 10-day monitoring period from February 9 to February 18, a total of 21575207 pieces of information related to "consumer rights protection" were collected, with an average of about 2.16 million pieces per day. Among the information dissemination channels of "consumer rights protection", the highest amount of information is the highest, accounting for 3413%；The second is Weibo, accounting for 2835%；The third is **, accounting for 1468%。
During the monitoring period, a total of 1365014 pieces of "consumer rights protection" complaining information were monitored, accounting for 6% of the total information of "consumer rights protection".33%, monitoring found that consumer complaints are mainly concentrated in transportation, scenic tourism, culture and entertainment, consumer services and other aspects.
There are still shortcomings in transportation. The report shows that during the monitoring period, there were 413303 pieces of negative information about "traffic travel", accounting for 30% of the complaining information28%, with the peak occurring during peak return hours. The demand for travel during the Spring Festival holiday increased, and the supply and demand of train tickets and air tickets were unbalanced, and the fluctuations were obvious. Due to geography, weather and other reasons, "Sanya's return air ticket skyrocketed to 100,000 yuan" and "more than 80,000 tourists were stranded every day 'forced' high consumption" ......sky-high air tickets" and "difficult to return" sparked heated discussions. In addition, the problem of overcrowding of trains has reappeared.
In addition to the negative information of "transportation", the negative information about "scenic tourism" accounted for 26% of the complaining information06%。The report pointed out that around the third day of the Lunar New Year, various places ushered in the peak of travel volume, and there were serious violations of the tour guide drivers, lack of safety and health awareness, and insufficient transportation capacity in the scenic spots. Among them, incidents such as "Fu Yuanhui said that the chartered bus was blackmailed" sparked widespread public discussion.
According to reports, during this year's Spring Festival holiday, returning to the hometown for reunion and tourism for the New Year has become a trend, and personalized needs such as "small town New Year's flavor" have led consumption to continue to sink, but "the bottled water in Wutai Mountain Scenic Area is connected from the water pipe of the women's toilet" and "the men's toilet in Tianjin Scenic Area has been changed to a women's toilet and the man led the team to break in" and other events, revealing that local supporting facilities and public services are difficult to meet the demand for passenger flow during the holiday growth.
In terms of "culture and entertainment", public complaints such as watching movies, offline folk activities, and fireworks in the first 3 days of the holiday are more frequent.
consumer services", holiday price increases, forced consumption and other behaviors frequently attract complaints from netizens. Among them, the Chinese New Year's Eve dinner was sold according to the "set", which made consumers complain, and the "New Year fee" charged by nail salons caused heated discussions among netizens.
It is difficult to heal, and market norms need to be taken drastically. The China Consumers Association pointed out that forced shopping, "fixed **" and other behaviors have plagued consumers for a long time, and there are still perpetrators after many special rectifications. Behind the "one-shot deal" and "has been the first to be the best, has never changed", on the one hand, is the lack of local regulatory execution, on the other hand, some practitioners have long been weak in service awareness and rely on the so-called "unspoken rules" of the industry.
This year's Spring Festival holiday has opened a "good start" for the economy in the Year of the Dragon. New highlights of cultural tourism consumption continue to emerge, and the market continues to stabilize and improve, but there are also some public opinions in travel and tourism. In this regard, the China Consumers Association suggested that all regions and departments should give priority to the recovery and expansion of consumption, and ensure that resources can be adjusted and dispatched in a timely manner during peak periods such as the Spring Festival, so as to alleviate many pressures caused by the contradiction between supply and demand. At the same time, we will earnestly crack down on illegal activities such as bullying and stealing customers, forced consumption, and false propaganda in key consumption venues, and eliminate "stubborn diseases". Carry out targeted training for key service groups such as travel agencies, tour guides, drivers, merchants, and hotels, urging them to adhere to the bottom line of creditworthiness.
The China Consumers Association pointed out that in the face of consumer complaints, it is necessary to unblock the channels for handling complaints and compensation immediately to quickly resolve consumer disputes; In the face of capacity bottlenecks and congestion in scenic spots, tourism planning should be carried out in advance, and tourists should be guided to disperse tourist destinations through publicity to avoid overcrowding of popular scenic spots and routes; In the face of the focus, while substantively resolving the rights protection demands, it should respond clearly, give a conclusive determination, send a signal that the competent authorities take it seriously and deal with it impartially, and appease the public.