近年来，携程作为中国领先的在线旅游平台，多次因涉嫌侵犯消费者权益而引发舆论关注。其主要“踩红线”行为包括：一是默认勾选附加服务（如保险、贵宾休息室等），诱导用户在不知情的情况下多付费；二是价格不透明，存在“大数据杀熟”嫌疑——老用户或高频用户看到的价格高于新用户；三是退改签政策严苛且信息不明确，导致消费者在行程变更时遭遇高额费用或无法退款；四是客服响应慢、处理效率低，维权困难。这些做法不仅违反了《消费者权益保护法》中关于知情权、公平交易权的规定，也触碰了市场监管部门对平台经济“诚信经营、公平竞争”的监管红线。2021年，国家市场监管总局已对多家互联网平台开展反垄断和合规整治，携程亦被要求整改相关问题。尽管公司后续优化了部分流程，但如何真正建立以用户为中心的服务机制，仍是其长期挑战。
In recent years, Ctrip, China’s leading online travel platform, has repeatedly drawn public criticism for allegedly infringing on consumer rights. Key issues include: (1) pre-checked add-on services—such as travel insurance or lounge access—that lead users to unknowingly incur extra charges; (2) lack of pricing transparency and suspected ‘big data price discrimination,’ where loyal or frequent users are shown higher prices than new users; (3) strict and unclear refund and change policies, resulting in high fees or non-refundable bookings when travelers need to adjust plans; and (4) slow customer service response times and inefficient complaint resolution, making it difficult for consumers to seek redress. These practices violate provisions of China’s Consumer Rights Protection Law regarding the right to information and fair transactions, and breach regulatory expectations for platform economy players to operate with integrity and fairness. In 2021, China’s State Administration for Market Regulation launched antitrust and compliance crackdowns on major internet platforms, prompting Ctrip to implement corrective measures. Although the company has since improved certain processes, building a genuinely user-centric service model remains an ongoing challenge.
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