Core Insights - The report indicates that the OTA (Online Travel Agency) sector experienced over 202,000 complaints in 2025, marking a 16.09% increase from 2024, with a notable correlation between complaint volume and holiday travel demand [2][14] Complaint Trends - The increase in complaints is significantly linked to holiday periods, particularly around Labor Day and National Day, with additional spikes during Spring Festival and summer vacations [2][14] - Common complaints include unreasonable refund and change policies for flight bookings, misleading hotel descriptions, and issues with fast-track services at tourist attractions [3][15] Complaint Amount Distribution - Over half of the complaints (56%) were for amounts under 500 yuan, indicating strong consumer awareness regarding their rights even for smaller transactions [4][16] Complaint Distribution by Platforms - A total of 50 OTA platforms received complaints, with 41 platforms having fewer than 1,000 complaints, accounting for only 0.95% of the total. In contrast, 6 platforms received over 10,000 complaints, representing 91.30% of the total complaints [5][18] Complaint Handling Performance - The overall complaint handling performance was positive, with a response rate of 97.56%. Major platforms like Fliggy, Tongcheng, Ctrip, Zhixing, and Qunar had an average response rate of 98.70% for complaints exceeding 10,000 [6][19] Regional Complaint Distribution - Guangdong province had the highest complaint volume, accounting for over 14%, followed by Jiangsu with over 6%. Other provinces like Zhejiang, Shandong, and Sichuan also had complaint rates exceeding 5% [7][20] Gender Distribution of Complaints - The gender distribution of complaints was relatively balanced, with males slightly higher at 50.89% compared to females at 49.11%, showing a minimal difference of 1.78 percentage points [8][21]
黑猫投诉2025年度OTA领域投诉数据报告：投诉量超20.2万件 节假日增幅明显
Xin Lang Cai Jing·2026-01-20 08:35