Tourist complaints dropped sharply during Golden Week, and willingness to "secondary consumption" increased

  Xinhua News Agency, Shanghai, October 10 -

Title: Golden Week complaints from tourists dropped significantly, "secondary consumer" will increase

  Xinhua News Agency reporters Chen Aiping and Yu Junjie

  During the 8-day National Day Mid-Autumn Festival holiday, my country’s tourism market has accelerated to pick up, and many scenic spots have reappeared "people conforming to the crowd", and the excitement is "like Chinese New Year."

For the tourism industry, which has experienced the rebirth of the epidemic to the "Nirvana", what score do consumers choose to give?

Tourist satisfaction has increased and the number of complaints related to travel in many places has dropped sharply

  According to data from the China Tourism Academy (Data Center of the Ministry of Culture and Tourism), the overall satisfaction of tourists during the National Day and Mid-Autumn Festival this year was 85.71 points, and the satisfaction of scenic spots was 86 points, which was a further improvement from the 85 points during the Dragon Boat Festival holiday.

  According to the Beijing Municipal Bureau of Culture and Tourism, during the "Double Festival", there were no travel-related safety accidents, no travel-related sudden epidemics, no major travel-related complaints, and no major travel-related negative public opinions. The illegal "day trip" was maintained. No complaints.

According to the Shanghai Municipal Bureau of Culture and Tourism, there were no major travel safety incidents and mass complaints during the holidays, and the number of complaints received by the Shanghai Tourism Advisory Hotline and Shanghai Tourism Quality Supervision dropped significantly year-on-year, reflecting people’s concerns about traveling in Shanghai. Satisfaction increased.

  "Festival activities are wonderful, just like Chinese New Year! The scenic spot is crowded but the order is not chaotic." This is the feeling of Zhang Lu, a tourist from Chongqing and Shanghai.

  According to the survey data of the China Tourism Research Institute, 85% of tourists participated in various cultural and leisure activities during the long vacation. Among them, 41.8%, 40.5% and 27.1% of tourists visited historical and cultural districts, museums and art galleries.

  In Hunan, red tourism is highly sought after. Homecoming trips, family trips, and self-driving trips are heating up, and cultural tourism consumption has further strengthened.

The 20 high-quality rural leisure tourism routes launched by Xinjiang have attracted many tourists from afar.

Shanghai cultural and tourism departments at all levels and cultural tourism companies have launched more than 140 festivals and cultural tourism activities around the themes of "cultural and folklore", "urban sightseeing", "close to nature" and "leyou farmhouse", so that local citizens and foreign tourists can share the beauty and joy .

  In addition, various places have used high-tech means to improve service levels through appointments, flow restrictions, and diversions, thereby enhancing the experience of tourists.

According to statistics, the number of scenic spots that implement real-name reservations across the country during the long holiday has increased by 3.5 times. Except for some open ticket-free scenic spots, more than 94% of 5A-level tourist spots implement a time-sharing reservation system.

According to a survey conducted by the China Tourism Academy, 82.8% of tourists experienced reservations to varying degrees during the long vacation, and only 2.5% of tourists expressed negative comments on the reservation experience.

"Secondary consumption" has become a new favorite, tourism consumption accelerates recovery

  The boom in supply and demand in the tourism market has given rise to a new phenomenon during the National Day Mid-Autumn Festival holiday this year: many people have made two short trips or several local leisure trips after returning in the middle of the holiday.

According to statistics, during the 8-day holiday, the tourist travel radius reached its lowest point on October 5th, and then expanded to 200.1 kilometers again on the 6th, with a 10.6% month-on-month expansion and continued expansion on the 7th.

  Different from the long-term domestic travel or outbound travel during the long vacation in previous years, Shanghai Minchengbai stayed at two homestays in Suzhou and Shanghai Jinshan for two nights this holiday.

"The purpose of this arrangement is to eat authentically, live comfortably, relax completely, and experience different folk customs and services."

  "The confidence in tourism consumption is fully restored, and the industry's development potential is fully released. The National Day holiday has become an important engine for the acceleration of domestic consumption recovery." said Dai Bin, president of the China Tourism Research Institute.

  Cheng Chaogong, the chief researcher of Tongcheng Research Institute, also believes that the long vacation continues the overall recovery trend of the tourism market since the summer vacation, laying a solid foundation for the further recovery of the domestic tourism industry.

On the same city eLong platform, hotel bookings during the holiday period increased by 43% compared to the same period last year; hotel bookings in third-tier and lower cities increased by more than 55% year-on-year, and the above data has exceeded a record high.

  Industry insiders generally maintain optimistic expectations for the tourism market recovery and industrial revitalization in the fourth quarter. The recovery and revitalization of the tourism economy throughout the year will be a high probability event.

Further increase the supply of tourism and leisure products to meet the needs of a better life

  However, as "people follow the crowd" reappeared in many places, some tourists still encounter some "bad things".

Laixin, a Shanghai citizen who traveled to Yangzhou, said that the queue time for a well-known local tea house was “astonishingly long.” At around 6 in the morning, a restaurant suspended the queue due to too many customers.

On social platforms, a video of a tourist wearing a raincoat in a long queue in the Huangshan Scenic Area yelling "want to go home" resonated with many netizens; the video of "Shuanglang Ancient Town, Dali, abuse tourists without buying drums" also Aroused widespread concern.

  According to the Shanghai Municipal Administration of Market Supervision, the Jiezhong 12315 hotline platform received complaints. The problems reflected in the catering, accommodation and transportation complaints were concentrated on disputes about hotel accommodation online booking, online meal booking service delays, and online passenger transportation refunds and changes. Wait.

  He Jianmin, a professor at Shanghai University of Finance and Economics, analyzed that with the continuous improvement of Chinese residents' pursuit of a better life, the safety, experience, and quality requirements of tourism products have also been further improved.

Consumers in old-fashioned restaurants and classic scenic spots reflect that the supply of domestic high-quality tourism and leisure products is still insufficient. All regions should guide the industry to innovate and optimize product supply based on holiday tourism data.

  "Relevant departments have a certain regulatory gap regarding the increasing number of'pre-order consumption'", said Lou Jiajun, a professor at East China Normal University. The guidance and supervision of online travel platforms and travel service providers should be further strengthened to deal with companies that deliberately break appointments and lose trust. Punishment.

  In addition, during the Golden Week, safety accidents that caused casualties occurred in some places and scenic spots. This warns us that the string of safety must be tightened at all times and we must not be paralyzed by hidden dangers.

  Now entering the autumn and winter seasons, expand the supply of high-quality winter tourism products, continue to create consumer demand, and consolidate the fundamentals for the recovery of the tourism economy.

Dai Bin said: "Ice and snow resource-rich areas should pay attention to changes in demand for winter ice and snow, shelter from the cold, rural tourism, sports tourism, etc., and develop new winter tourism projects and products based on local characteristics and themes such as homestays, sports, vacations, hot springs, and research. ."