2023-06-29 02:09:00
China Consumers Association Named “Songshan Music Festival” Ticket Refund Event Optimizing Consumer Experience Cannot Be Just a Slogan
Release time: 10:09, June 29, 2023 Source: China News Network
[Explanation]In recent months, concerts have been held in many places in China, and complaints regarding ticket refunds have also increased. For example, at the “Songshan Music Festival” held not long ago, more than a thousand consumers filed complaints online asking for refunds, but the ticketing platform refused to refund or exchange them on the grounds that “cultural services are time-sensitive and scarce”. In this regard, many consumers think this is unreasonable.
[Concurrent]Consumers
This clause may seem unreasonable to customers. This ticket is really if you have any reason, if you can’t go because of this reason, you can give it to those who need it, which may make the resources more efficient.
[Concurrent]Consumers
I think air tickets can be refunded and changed. This kind of one-time consumption of performances should allow everyone to have a better service experience, and it should not make it so inconvenient for ordinary people to watch exhibitions or performances.
[Concurrent]Consumers
Give me a refund channel, or I can make several transfers, and it is also possible to have a limit on the number of times.
[Explanation]On a certain ticketing platform, the reporter randomly clicked on several concert or music festival ticket purchase pages, and found that all of them were marked with the words “refundable”. When the reporter asked whether the purchased e-ticket might be transferred, the customer service responded that if the transfer button is not displayed on the page, it cannot be transferred. In this regard, the China Consumers Association (hereinfollowing referred to as “China Consumers Association”) has made a corresponding interpretation.
[Concurrent]Guo Yaozong, Deputy Director of the Complaints Department of China Consumers Association
At present, there are no clear laws and regulations in our country regarding the refund and rebooking of tickets for the performance industry. If on the sales page, the platform has made it clear in advance that the ticket is non-refundable and non-changeable, and consumers have fully understood the relevant policies when purchasing, then the platform can refuse to refund the ticket in this case. If the operator does not remind consumers in a clear and conspicuous position, or if its regulations are vague or hidden in its complex terms, following consumers purchase tickets, they will inform consumers that the tickets cannot be refunded. It should belong to the overlord clause.
[Explanation]The “2023 “618” Consumer Rights Protection Public Opinion Analysis Report” released by the China Consumers Association shows that during the public opinion monitoring period, a total of 1,097,800 pieces of negative information regarding “performance ticketing” were collected, and the “Songshan Music Festival” refund incident was also reported. roll call. The China Consumers Association stated that from the perspective of public opinion, all the questions that arouse consumers’ questioning point to the ticketing sales platform. In addition to promising to “solve the problem as much as possible”, the organizer should also come up with a satisfactory solution for ticket buyers.
[Concurrent]Guo Yaozong, Deputy Director of the Complaints Department of China Consumers Association
When relevant platforms and companies formulate terms of service, they should stand from the perspective of consumers and think regarding how to better protect the rights and interests of consumers and improve the experience of consumers, instead of only focusing on the interests of the companies themselves. If the company just shouts in the slogan to “optimize the consumer experience and satisfy consumers”, but the terms introduced are cold, not humane enough, and the implementation is simple and rude, this will not only fail to improve the quality of the company’s services and products. Improvement, let alone win the trust and support of consumers.
[Explanation]The China Consumers Association suggests that ticketing platforms or sponsors can learn from the mature practices of aviation, railways and other service industries to formulate step-by-step refund and modification rules. At the same time, it is also possible to explore the establishment of a unified national performance ticket supervision service platform to promote fair trade in performance tickets.
[Concurrent]Guo Yaozong, Deputy Director of the Complaints Department of China Consumers Association
Carry out step-by-step refunds to ensure that consumers are fully informed and confirmed when purchasing tickets. We call on relevant competent authorities to use network technology to strengthen the supervision of performance ticketing, explore the establishment of a unified national performance ticketing supervision service platform, monitor the source and flow of performance ticketing in real time, promote fairness and transparency in performance ticketing transactions, and protect consumers legitimate rights and interests, and promote the healthy development of the industry.
Reporter Lang Jiahui Cheng Yu reports from Beijing
Responsible editor:[Liu Pai]
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