近年来，携程作为中国领先的在线旅游平台，多次因消费者投诉问题被监管部门约谈。主要问题包括默认勾选附加服务、价格不透明、退改签政策不合理以及客服响应滞后等。尽管相关部门已多次要求整改，但用户反馈显示，部分问题仍未得到根本性解决。例如，在预订酒店或机票时，系统仍会自动添加保险、贵宾休息室等增值服务，若用户未仔细核对，极易在不知情的情况下多付费。此外，一些消费者反映，即便在非高峰时段申请退订，也常遭遇高额手续费或拒绝退款的情况。专家指出，携程作为行业龙头，理应承担更多企业责任，提升服务透明度与用户体验。监管机构也强调，将持续加强对在线旅游平台的监督，确保其合规经营。若企业屡教不改，或将面临更严厉的处罚。这不仅关乎消费者权益，也影响整个行业的健康发展。
In recent years, Ctrip, China’s leading online travel platform, has been repeatedly summoned by regulators due to consumer complaints. Key issues include pre-checked add-on services, lack of pricing transparency, unreasonable cancellation and refund policies, and slow customer service responses. Despite repeated regulatory demands for corrective actions, user feedback indicates that some problems persist. For instance, during hotel or flight bookings, the system still automatically adds extra services such as travel insurance or lounge access—leading customers to unknowingly incur additional charges if they don’t carefully review their orders. Moreover, many users report being charged high fees or denied refunds even when requesting cancellations during off-peak periods. Experts argue that as an industry leader, Ctrip should take greater corporate responsibility by enhancing service transparency and user experience. Regulators have also stressed continued oversight of online travel platforms to ensure compliance. Persistent non-compliance could result in stricter penalties, as these issues not only affect consumer rights but also the healthy development of the entire sector.
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