近日，一位新疆乌鲁木齐的消费者吴女士向媒体反映，她在某在线旅游平台预订了价值1601元的“机票+酒店”套餐，后因故想要取消订单，却发现1200元的机票费用无法退还，仅能退还燃油基建费和酒店预订费用。此举引发了公众对在线旅游平台退款政策的关注。
吴女士表示，她于1月14日预订了该旅游套餐，但在后续操作中，因个人原因决定取消订单。然而，当她向在线旅游平台提出退款要求时，却被告知机票费用无法退还，仅能退还燃油基建费和酒店预订费用。这让吴女士感到不解，她认为平台此举不合理。
对此，业内人士指出，根据行业惯例，机票预订确实存在不退款或改签的政策。但消费者在预订机票时，平台应充分告知消费者相关政策，让消费者明确了解购票风险。同时，平台在处理退款问题时，也应更加人性化，充分考虑消费者的权益。
记者了解到，我国《消费者权益保护法》明确规定，经营者应当履行向消费者提供商品或者服务的合同义务。如果消费者因特殊原因需要取消订单，平台应当积极协商解决，不能单方面规定不予退款。
针对此类现象，消费者权益保护部门提醒广大消费者，在预订旅游套餐时，务必仔细阅读平台的相关规定和退款政策，避免因误解而产生纠纷。同时，平台也应加强自身管理，优化退款政策，保障消费者的合法权益。
Title: Online travel platform refund controversy
Keywords: Flight refund, travel package, refund policy
News content:
Recently, a consumer in Urumqi, Xinjiang, Ms. Wu, encountered a refund dispute with an online travel platform. She booked a travel package worth 1601 yuan, consisting of a flight and a hotel stay. However, when she tried to cancel the order for personal reasons, she found that the 1200-yuan flight fee could not be refunded, and only the fuel surcharge and hotel reservation fee could be refunded. This has attracted public attention to the refund policy of online travel platforms.
Ms. Wu said that she booked the travel package on January 14, but decided to cancel the order in the follow-up process. However, when she requested a refund from the online travel platform, she was informed that the flight fee could not be refunded, and only the fuel surcharge and hotel reservation fee could be refunded. This made Ms. Wu feel puzzled, thinking that it was unreasonable for the platform to do so.
Industry insiders point out that according to industry conventions, flight bookings indeed have policies that do not allow refunds or ticket changes. However, platforms should fully inform consumers of these policies when they book flights, so that consumers can clearly understand the risks of purchasing tickets. Meanwhile, platforms should also be more considerate of consumer rights and interests when handling refund issues.
It is understood that the Consumer Rights Protection Law of China explicitly states that operators should fulfill their contractual obligations to provide goods or services to consumers. If consumers need to cancel orders for special reasons, platforms should actively coordinate solutions and not unilaterally stipulate that refunds will not be granted.
The consumer rights protection department reminds consumers to carefully read the relevant regulations and refund policies of platforms when booking travel packages, avoiding misunderstandings and disputes. Meanwhile, platforms should also strengthen their management, optimize refund policies, and protect the legitimate rights and interests of consumers.
【来源】http://www.chinanews.com/sh/2024/02-05/10159149.shtml
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