Top 10 hot issues concerning consumer protection in China 2020

By Zhu Bochen: 0 Comment(s)Print E-mail China.org.cn, February 7, 2021

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4. Difficulties in cancelling reservations for hotel rooms, flights and trips

Photo taken on Dec. 15, 2019 in Nanjing, Jiangsu province shows people queuing in line to change their train tickets. [Photo/VCG]

Social influence index: 99.6

The number of booking cancellations surged for major airlines, hotels, restaurants and online travel agency (OTA) platforms at the early stage of the COVID-19 outbreak. Consumers' complaints center on refunds-related disputes, the increase of prices, the ambiguity of the cancellation policies, and the use of coupons for refunds.

Consumers believe that emergency response plans should be introduced by government bodies, consumer associations, and trade unions. They also urge airlines, hotels, and travel agencies to prioritize the interests of consumers, and protect their lawful rights. It is suggested the OTAs should bring into full play of their role as a mediator to help consumer protection in accordance with law.