<div class=TRS_Editor> <span style="color: rgb(39, 39, 39); font-size: 18px;"> </span><font size="3"><span style="color: rgb(39, 39, 39); padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">各旗区旅游局、</span><span style="color: rgb(39, 39, 39); padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">康巴什新区旅游局、成陵旅游区文化和旅游局、恩格贝生态示范区旅游局，</span><span style="color: rgb(39, 39, 39); padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">各旅游企业</span><span style="color: rgb(39, 39, 39); padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">：</span><span style="color: rgb(39, 39, 39);"> </span></font>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">为进一步加大旅游投诉处理工作力度，着力提升旅游者满意度，现将2016年上半年旅游投诉处理情况通报如下：</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">一、基本情况</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（一）旅游投诉受理情况</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">2016年上半年，鄂尔多斯市旅游局共收到旅游投诉24起，受理22起，办结18起，调解解决14起，和解解决3起，调解失败1起，正在处理中4起。办理内蒙古自治区旅游局转办案件1起，办理12301热线转办案件2起，办理信访信息系统转办案件2起，为游客挽回各类经济损失42400元，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">投诉案件全部录入国家旅游局旅游质监和旅游投诉管理系统</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（二）三大旅游市场投诉情况</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">受理国内游投诉 20件，占全部投诉的91%，出境旅游投诉2起，占全部投诉的9%。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（三）被投诉对象情况</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">对旅行社投诉7件，占全部投诉的22.2%，较去年同期增长9.6%；对景区投诉15件，占全部投诉的68.2%，与去年同期基本持平；未收到对星级饭店、导游及农牧家乐的投诉。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（四）投诉对象分布情况</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">对东胜区旅游企业的投诉10件，占全部投诉的45.5%，较去年同期增长12.2%；对达拉特旗旅游企业的投诉5件，占全部投诉的22.7%，较去年同期增长5%；对成吉思汗陵旅游区和成吉思汗陵宫的投诉共4件，占全部投诉的18.2%，较去年同期增长7.6%；对康巴什、杭锦旗、准格尔旗旅游企业的投诉各1件；其他旗区未收到旅游投诉。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（五）旅游投诉解决方式</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">和解解决3起，占全部投诉的13.6%，较去年同期下降20%；调解解决14起，占全部投诉的63.6%，较去年同期增长8%；调解失败1起，占全部投诉的4.5%，与去年同期基本持平。为游客挽回各类经济损失42400元，较去年同期增长23690元，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">全部为旅游企业支付，未动用旅行社服务质量保证金</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">二、投诉的主要特点</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（一）</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">旅游投诉数量不断增长</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">2016年上半年，市旅游局接到旅游投诉共24件，较去年同期增长4件，增长率为20%；受理旅游投诉共22件，较去年同期增长4件，增长率为22.2%；受理的投诉人数为83人，较去年增长27人，增长率为48.2%。</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">随着我市旅游产业的持续发展和游客人数的不断上升，旅游投诉案件和投诉人数持续增长，旅游者的维权意识逐步增强，理性地向旅游主管部门投诉成为游客解决矛盾与纠纷的主要选择。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（二）旅游景区服务成为投诉热点</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">对旅游景区的投诉达15件，较去年同期增长3件，占全部投诉的68.2%，增长率为17.4%。一是景区宣传广告中的营业时间、门票价格、宣传图片与实际经营情况不符引发投诉，二是景区套票退票、工作人员服务水平较低、游客认为景区管理规定不合理等问题，三是滑雪、骑马等项目中造成游客受伤引发投诉。旅游景区服务质量仍是今后旅游市场监管的重点。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（三）城市核心区旅游企业成为旅游投诉的主要对象</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3" style=""><font color="#272727"> </font><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;"><font color="#272727">东胜区、达拉特旗、伊金霍洛旗、康巴什新区旅游投诉共计19起，占全部旅游投诉的86.4%，较去年同期增长14.2%，反映出我市的城市核心区作为游客的主要活动区域，旅游投诉发生几率较高。</font></span><font color="#272727"> </font></font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（四）小长假期间旅游投诉数量大幅下降</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">清明、五一、端午小长假期间受理旅游投诉4起，占全部旅游投诉的18.2%，较去年同期减少5起，占全部投诉的比例下降31.8%，反映出各旅游企业强化内部管理，积极应对小长假客流高峰，有效提高综合协调和纠纷处理能力，实现了假日旅游投诉数量的大幅减少。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（五）</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">散客投诉人数增长迅速</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">团队投诉5起，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">占全部投诉的22.7%，与去年基本持平；团队</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">投诉人数17人，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">占全部投诉人数的19.7%，较去年同期下降10.7%；</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">散客投诉15起，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">占全部投诉的68.2%，较去年同期增长7.1%；散客</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">投诉人数66人，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">占全部投诉人数的76.7%，较去年同期增长27人，增长率为69.2%。团队投诉数量相对稳定，团队投诉人数有所下降，散客投诉数量和投诉人数</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">均有大幅增长。随着鄂尔多斯旅游的持续升温，自由行、自驾游、背包客等形式的散客接待量不断增长，面对消费理念成熟化、服务需求多样化、维权要求具体化、投诉区域分散化、口碑传播网络化的散客旅游投诉，需要旅游部门提供更加细致全面、更为精准专业、更具时效性的投诉处理工作。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（六）旅游企业经济和劳动纠纷咨询增多</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">接到因旅游企业间经济纠纷的投诉1起、咨询4起，接到旅游企业拖欠员工工资的投诉1起、咨询6起，主要包括旅行社拖欠景区门票款、组团社拖欠地接社团款、旅游景区和旅行社拖欠或不支付业务员工资等，反映部分旅游企业因经营业绩下降或内部管理不善等原因，造成资金短缺、恶意拖欠、劳资纠纷突出的局面，同时需要旅游主管部门进一步加大旅游企业内部管理的监督，坚决杜绝恶意竞争、</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">强制消费、</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">欺客宰客、</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">违约失信</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">等严重损害旅游者合法权益的问题产生。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（七）旅游投诉处理难度不断加大</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">和解投诉</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">占全部投诉的13.6%，较去年同期下降20%；调解解决占全部投诉的63.6%，较去年同期增长8%；调解失败投诉占全部投诉的4.5%，与去年同期基本持平。</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">旅游投诉呈现出多样化快速增长的特点，依靠投诉双方自行和解处理投诉的可行性逐步降低，投诉处理的工作量和难度明显加大。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（八）</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">旅游企业处理问题不及时、态度不端正引发投诉</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;"> 部分旅游企业对待游客正当的投诉存在“拖”、“躲”的心态，认为游客的投诉是扩大事实、无理取闹的挑衅行为，面对游客投诉不是仔细询问原因、寻找解决办法，而是直接回绝、嘲笑讽刺游客，甚至出现旅游企业负责人拒接游客电话、推卸逃避责任的情况，使双方矛盾进一步激化，迫使游客通过向旅游主管部门投诉的方法解决问题。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">三、工作重点</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（一）加强监督管理，着力提高旅游企业经营管理水平</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">旅游企业服务质量问题是引发旅游投诉的主要原因，要通过加强经营管理、培养服务意识、提高服务技能等方式提升旅游企业服务水平。旅游企业要重视游客投诉处理工作，做到态度诚恳、服务主动，巧妙的化解与游客的纠纷，积极寻求游客谅解，防止冲突的进一步激化。同时，要强化旅游质量监督，加强旅游企业投诉管理，督促旅游企业积极处理旅游者投诉，争取通过调解、和解等方式解决问题。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（二）讲究方式方法，着力提高旅游投诉处理能力</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">一是进一步畅通投诉渠道，明确受理条件，严格执行处理流程，以“及时、公正、公开”为准则，认真对待每一起旅游投诉案件。二是提高工作人员旅游投诉处理能力，要仔细倾听投诉者的陈述，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">耐心细致的向游客解释相关情况，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">及时联系旅游企业负责人，认真核实相关情况，按时</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">办理自治区旅游局及其他行政管理部门转办案件，及时处理国家旅游局12301、信访信息系统和市长热线等平台转办案件，认真反馈处理意见，积极组织双方调解，制作并送达规范的旅游投诉处理文书。三是积极发挥旅游企业质监员职能，全市124名旅游企业质监员要</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">监督本企业及从业人员的旅游经营行为和旅游服务质量，协调解决旅游者与旅游企业的各类纠纷，并将投诉处理情况及时上报旅游行政主管部门。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（三）加大公开力度，着力提升游客满意度</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">要及时</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">向社会公布旅游投诉信息，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">对旅游投诉处理情况进行通报，不定期对投诉较多的旅游企业进行督导检查，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">让旅游者能够充分了解旅游企业的诚信经营情况及服务质量，为旅游消费提可靠的参考依据，</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">对性质恶劣、影响大的旅游投诉，要及时在行业内通报，依法维护旅游者和旅游企业的合法权益，努力提升游客满意度。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">（四）</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">强化工作督查，着力维护旅游市场有序发展。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">要充分发挥旅游执法监察职能，加强对辖区内旅游企业旅游投诉处理工作的监督指导，积极建立市、旗区、旅游企业三级旅游投诉处理工作机制</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">，以加强旅游投诉工作为抓手，切实推动旅游服务质量的不断改进和提升，维护我市旅游市场健康、稳定、有序发展。</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">附件：1.2016年上半年鄂尔多斯市旅游投诉情况汇总表</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">2.2016年上半年</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">鄂尔多斯市</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">被投诉</span><span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;">旅游企业排名</span> </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); text-align: right; font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <strong style=""> </strong><span class="Apple-converted-space"> </span> 鄂尔多斯市旅游局 </font></p>
<p align="justify" style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; color: rgb(39, 39, 39); text-align: right; font-variant-numeric: normal !important; font-stretch: normal !important;"><font size="3"> <span style="padding: 0px; margin-right: 0px; margin-left: 0px; border: none; line-height: 1.75; font-variant-numeric: normal !important; font-variant-east-asian: normal !important; font-stretch: normal !important;"> 2016年7月19日</span> </font></p></div>
