爱奇艺颁奖乌龙惹众怒：粉丝花钱投奖“飞了”，深夜道歉被批“没诚意”

Core Viewpoint - iQIYI faced backlash after mistakenly awarding an accolade meant for actress Liu Shishi to actress Bai Lu during the "Scream Night" awards ceremony, leading to public dissatisfaction and calls for refunds [3][5][7] Group 1: Award Incident - The award for "Peach Bean World 2025 Favorite (TV Series) Female Role" was incorrectly given to Bai Lu instead of Liu Shishi, causing significant public outcry [5][10] - iQIYI issued an apology citing "work negligence" but did not provide a solution for the lost benefits that were supposed to accompany the award, such as promotional opportunities [5][11] - Users expressed their frustration on social media, with many demanding refunds and questioning the sincerity of iQIYI's apology [7][11] Group 2: Financial Performance - iQIYI's Q3 financial report revealed total revenue of 6.68 billion yuan, a year-on-year decline of 8%, and a net loss of nearly 250 million yuan, breaking a three-year streak of profitability [16] - Revenue from membership services fell by 4% to 4.21 billion yuan, while online advertising revenue decreased by 7% to 1.24 billion yuan, and content distribution revenue saw a significant drop of 21% to 644.5 million yuan [16] - Despite strong growth in box office distribution revenue, it was offset by declines in TV-related content distribution revenue, leading to an overall decrease in other revenue by 20% to 585 million yuan [16] Group 3: Customer Service Issues - iQIYI has faced over 55,000 complaints on the Black Cat Complaint platform, with many users reporting unauthorized charges and difficulties in obtaining refunds [12][14] - Complaints include instances of automatic deductions without user consent and issues with customer service accessibility, reflecting a perceived neglect of user concerns [12][14] Group 4: Crisis Management - Experts criticized iQIYI's crisis management approach, suggesting that the company's apology lacked sincerity and was overly formal, which may not effectively address public sentiment [17] - Recommendations included adopting a more empathetic approach in crisis communication, such as enhancing promotional content related to Liu Shishi to compensate for the error [17]