【Commentary】In recent months, concerts have been held in many places in China, and ticket refund complaints have also increased. For example, at the "Songshan Music Festival" held not long ago, more than 1,000 consumers filed online complaints demanding 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 believe that this is not reasonable.
【Contemporaneous】Consumers
This clause may seem unreasonable to the customer. This ticket really if everyone has some reason, because of this reason can not go, can make it to people in need, so that the resources may be more available.
【Contemporaneous】Consumers
I think air tickets can be refunded and changed, this kind of one-time consumption of the performance, or let everyone have a better service experience, can not let ordinary people watch the exhibition or watch the performance is so inconvenient.
【Contemporaneous】Consumers
Give me a channel for refunds, or I can make several transfers, and there is a limit to the number of times.
【Commentary】On a ticketing platform, the reporter randomly clicked on the ticket purchase page of several concerts or music festivals, and found that they were marked with the words "no refund". When the reporter asked whether the purchased e-ticket could be transferred, the customer service responded that if the page did not display the transfer button, it could not be transferred. In this regard, the China Consumers Association (hereinafter referred to as the "China Consumer Association") has interpreted accordingly.
【During the same period】Guo Yaozong, deputy director of the Complaint Department of the China Consumer Association
At present, regarding the tickets of the performance industry, its refunds and changes, there is no clear legal regulation in our country. If on the sales page, this platform has made it clear in advance that this ticket is non-refundable or unchangeable, and consumers have fully understood the relevant policies at the time of purchase, then the platform can refuse to refund in this case. If the operator does not remind the consumer in a clear and conspicuous position, or if its provisions are vague or hidden in its complex terms, after the consumer purchases the ticket, it tells the consumer that the ticket cannot be refunded, which should belong to the overlord clause.
【Commentary】The "2023 "618" Consumer Rights Protection Public Opinion Analysis Report" released by the China Consumer Association shows that during the public opinion monitoring period, a total of 109,78,<> pieces of negative information about "performance ticketing" were collected, and the "Songshan Music Festival" ticket refund incident was also named. The China Consumer Association said that from the perspective of public opinion, the questions that caused consumers to question and pursue were pointed to ticket sales platforms. In addition to promising to "solve the problem as much as possible", the organizer should also come up with a solution that is satisfactory to the ticket buyer.
【During the same period】Guo Yaozong, deputy director of the Complaint Department of the China Consumer Association
When formulating service terms, relevant platforms and enterprises should think from the perspective of consumers about how to better protect the rights and interests of consumers and improve the experience of consumers, not just the interests of the enterprises themselves. If the company only shouts on 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, which not only cannot improve the quality of the company's services and products, but also cannot win the trust and support of consumers.
【Commentary】The China Consumer Association suggests that ticketing platforms or organizers can learn from the mature practices of other service industries such as aviation and railways to formulate tiered refund and change rules. At the same time, we can also explore the establishment of a unified national performance ticketing supervision service platform to promote fair trade in performance ticketing.
【During the same period】Guo Yaozong, deputy director of the Complaint Department of the China Consumer Association
Tiered refunds are carried out to ensure that consumers can be fully informed and confirmed when purchasing tickets. We call on the 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 the fairness and transparency of performance ticketing transactions, safeguard the legitimate rights and interests of consumers, and promote the healthy development of the industry.
Reporting by Lang Jiahui and Cheng Yu from Beijing
Responsible Editor: [Liu Pai]