近年来，携程作为中国领先的在线旅游平台，多次因用户投诉和舆论争议登上热搜。那么，携程到底做错了什么？首先，其“默认勾选”增值服务曾引发广泛批评——用户在预订机票或酒店时，系统会自动添加保险、贵宾休息室等附加服务，若不仔细取消，就会被额外收费。这种做法被指侵犯消费者知情权与选择权。其次，客服响应慢、退改政策不透明也是高频投诉点。尤其在疫情期间，大量用户反映退款难、流程复杂，加剧了公众不满。此外，价格歧视问题也屡被质疑：同一产品，不同用户看到的价格可能不同，老用户反而更贵，涉嫌“大数据杀熟”。尽管携程后续优化了部分功能并加强合规，但信任一旦受损，重建需要时间。归根结底，携程的问题并非技术或规模不足，而是在追求商业利益的同时，忽视了用户体验与诚信经营的底线。
In recent years, Ctrip, China’s leading online travel platform, has repeatedly sparked public controversy and user complaints. So, what exactly did Ctrip do wrong? First, its practice of ‘pre-checked’ add-on services drew widespread criticism—users booking flights or hotels would automatically have extras like travel insurance or lounge access added to their orders, resulting in unexpected charges unless manually unchecked. This was seen as violating consumers’ right to informed consent and choice. Second, slow customer service response times and opaque refund/change policies have been frequent pain points. During the pandemic especially, many users reported extreme difficulty obtaining refunds, fueling public frustration. Additionally, Ctrip has faced allegations of price discrimination: showing different prices for the same product to different users, with loyal customers sometimes charged more—a practice known as ‘big data price gouging.’ Although Ctrip has since improved certain features and enhanced compliance, rebuilding trust takes time once it’s broken. Ultimately, Ctrip’s core issue isn’t a lack of technology or scale, but prioritizing profit over user experience and ethical business practices.
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