黑猫大数据中心联合黑猫投诉 【下载黑猫投诉客户端】平台发布《黑猫投诉2025年度娱乐票务领域投 诉数据报告》，通过投诉数据盘点2025年行业趋势、行业热点问题等，通过投诉数据变化情况回顾行业 消费趋势。 全年电商领域投诉近170万单 2025年黑猫投诉平台共收到电商相关投诉1673402单，较2024年上涨30.73%，全年两个投诉峰值分别出 现在618大促期间及双十一大促期间，受各平台大促节奏影响明显。 单月最高点出现在6月，6月黑猫投诉平台累计收到电商相关投诉16.9万单。 单日最高点则出现在9月9日，小芒电商平台出售的某艺人杂志出版方在杂志开售后未能兑现开售前承诺 的各项福利，引发粉丝群体不满，当日黑猫投诉共收到电商相关投诉8343单，较前一日暴涨112%。 电商投诉典型问题 从投诉问题来看，电商投诉主要问题仍集中在以下几个方面：一是售后态度差，消费者遇到问题时往往 得到客服的敷衍处理，还有许多平台人工客服难寻，AI客服系统又不能较好理解消费者诉求，消费者 耗费大量时间精力在"转人工"上；二是货不对板、产品质量差，直播间的滤镜和打光呈现出的效果与消 费者收到的实物大相径庭，质量也未能达到详情页中宣传的水 ...

Group 1 - The core point of the article highlights the significant increase in consumer complaints across various sectors, particularly in the OTA and food industries, driven by specific events and issues [1][12] - As of December 2025, the Black Cat Complaints platform has received nearly 31.95 million valid consumer complaints, with about 24.75 million responses from companies and approximately 20.99 million complaints resolved [1][12] - In December alone, there were nearly 790,000 valid complaints, indicating a notable rise in consumer dissatisfaction [1][12] Group 2 - The OTA sector saw a substantial increase in complaints, reaching nearly 14,000 in December, a month-on-month growth of 23.48%, largely due to hotel bookings for exams and New Year travel demands [2][13] - Complaints related to flight bookings accounted for over 6,300 cases, making up 45.54% of OTA complaints, with issues such as high cancellation fees and lack of compensation for flight changes being prominent [3][14] - Hotel booking complaints exceeded 5,100, representing 36.86% of OTA complaints, with consumers expressing concerns over unfulfilled cancellation policies and unsatisfactory hygiene conditions [3][14] Group 3 - In the airline sector, complaints reached nearly 4,500 in December, reflecting a 17.16% increase, with issues related to cancellation and change fees constituting nearly 60% of these complaints [4][16] - Specific complaints regarding flight cancellations or delays accounted for approximately 620 cases, representing 13.77%, while complaints about ticket price drops were around 580, making up 12.92% [4][16] - Among the top ten airlines, companies like China Southern Airlines and China Eastern Airlines had a 100% complaint response rate, while Shenzhen Airlines and Capital Airlines had response rates below 10%, indicating poor complaint handling [5][17] Group 4 - The food sector experienced a dramatic increase in complaints, with nearly 5,000 cases reported in December, a staggering 137.21% increase, largely due to issues surrounding MKAN products [6][18] - MKAN's complaints alone reached 3,200, accounting for nearly 65% of food-related complaints, highlighting significant consumer backlash [6][18] - The exposure of illegal additives in Han Shu products led to a rapid rise in complaints, with 980 cases reported within just five days following the news [7][19]