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2010年全国旅游投诉情况
发表时间:2011-03-08  浏览数:5965  我要评论(3)

  根据全国三十一个省、自治区、直辖市旅游质监执法机构上报的《旅游质监机构处理投诉工作统计表》汇总,国家旅游局旅游质量监督管理所日前通报了2010年全国旅游投诉情况。

  2010年全国各级旅游质监执法机构接到投诉九千九百四十二件,正式受理八千七百六十八件,比上年增加一千一百八十五件,结案八千五百七十一件,结案率为97.76%。

  按被投诉对象划分,投诉旅行社五千零九件,占投诉总数的57.13%,同比上升18.14%;投诉饭店八百五十二件,占投诉总数的9.72%,同比上升24.74%;投诉景点一千六百一十三件,占投诉总数的18.40%,同比下降2.42%;投诉旅游交通两百五十四件,占投诉总数的2.89%,同比上升69.33%;投诉购物两百九十七件,占投诉总数的3.39%,同比上升40.76%;投诉餐饮一百零七件,占投诉总数的1.22%,同比上升37.18%。

  按被投诉问题划分,投诉旅游行程中降低服务标准问题一千六百九十五件,占受理投诉总数的19.33%,同比上升6.54%;投诉旅行社未经游客同意擅自增减旅游项目问题八百三十七件,占受理投诉总数的9.55%,同比上升32.02%;投诉导游未尽职责问题一千一百三十九件,占受理投诉总数的12.99%,同比上升45.28%;投诉因航班等交通工具导致行程延误变更行程问题六百零二件,占受理投诉总数的6.86%,同比上升20.16%。      (来源:中国网)

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