Centralized withdrawal of large amount of advance funds OTA to face difficult changes

category:Finance
 Centralized withdrawal of large amount of advance funds OTA to face difficult changes


After the outbreak of the epidemic, a large number of tourists changed their itinerary in a centralized way, and there was a large demand for refunds of all kinds of tourism products at home and abroad, such as air tickets, train tickets, hotels, tickets, cars, local entertainment, etc. as of January 30, Ma beehive tourism had immediately refunded more than 500 million yuan to consumers, Ma beehive tourism related director said in an interview with Beijing business daily, due to the full The total number of unsubscribed orders of the platform has reached one million level, and there is a lot of demand for overseas unsubscribe and reform, which is under great pressure. Relevant business personnel such as Ma cellular trading center, platform customer service, content center and so on all give up online support on vacation. At present, a large number of unsubscribed demands have been met.

Relevant staff of qunar.com also told Beijing Business Daily that the epidemic had a comprehensive impact on the tourism industry, and the customer service volume of qunar.com increased 10 times, in addition to the large number of refund orders and the different policies of various airlines, Ota, agents and airlines have a large backlog of return and reform orders. In order to let users complete the return and reform as soon as possible, the platform has made advances and refunds for many products. u3002 Meanwhile, tuniu also said that the early orders have been basically processed, and now they are mainly focused on the contact and operation of orders one by one after the travel time. For the part of vacation products, the guarantee for the return and reform of the following group and free travel products in the domestic direction was issued earlier, and the communication work for the customers who have already reserved orders was basically completed; the outbound direction involved in the supply chain was relatively complex, so it will take some time for the return and reform.

In addition to advances, many OTAs also emphasize that they will fight with platform businesses and suppliers. Huang Yuzhou, vice president of Feizhu, said straightly, in the face of the epidemic, the platform should not only be a mouthpiece on both sides of consumers and businesses, but also face a complex supply chain with businesses to jointly reduce losses.. The head of CYTSs aoyou.com also said that the company was in a rush to make statistics on refunds and loss assessments, and was in constant close communication with overseas resource providers, hoping to reduce the economic losses caused to customers by cancellations.

In response, Lai Yang, executive vice president of the Beijing Society of business economics, pointed out that in an extraordinary period, OTA really needs to play a better role as a coordinator. After all, there are still many travelers on the way who need to solve the problem urgently. Therefore, when we advance money to return the order, we need to straighten out the emergency handling mechanism with hotels, airlines and platform businesses to help consumers solve the actual problem, For example, we should speed up the arrangement of alternative products, 24-hour manual hotlines, visa guidance, etc., so as to reduce the service blind area as much as possible. . In the post epidemic period, he believed that enterprises should further strengthen the risk prevention and control mechanism, and also called on the government to give tax relief, discount interest and other support policies.

Xiaoyangchun is available

For the domestic tourism market, the coming of the epidemic undoubtedly poured cold water on the whole industry in the rising period. Wei Xiaoan, chairman of leisure and vacation branch of China Tourism Association, said more frankly that tourism is a disaster area greatly affected by the epidemic. At present, the whole industry has basically been in a state of no income, travel agencies have lost significantly, and online service providers are also insisting.

From the perspective of enterprises, the person in charge of Feizhu told Beijing Business Daily that at present, the biggest loss suffered by travel agencies and other businesses on the platform or on the platform is due to the cancellation and endorsement of orders. Travel agencies need to bear all kinds of cost losses such as loan cost, human cost and management cost caused by the inability to start construction, and even some small and medium-sized businesses may meet Close down and close down.

However, throughout the 40 years of Chinas tourism development, it can be seen that although Chinas tourism industry has a high sensitivity, it also has a certain resilience. After recovery, it is necessary to usher in a wave of anti elastic consumption boom. Wei Xiaoan said. Wu Liyun, associate professor of China Academy of culture and tourism industry, Beijing Second International Studies Institute, further pointed out that from the recovery of domestic tourism market in the post SARS era in that year, it can be predicted that after the new coronavirus pneumonia epidemic passed, especially when a large number of domestic tourists cancelled the Spring Festival travel plan this year, the pent up demand for tourism consumption will be concentrated During the release period, the market will definitely rebound, and the little spring of the tourism market is still to be expected.

It is worth noting that Feng Rao, the head of Ma beehive Tourism Research Center, also pointed out that after the epidemic, peoples demand for going out will increase, and the tourism heat at home and abroad will rise. After the difficulty is solved together, people may increase the proportion of family tour, parent-child tour, and entertainment projects with novel experience when arranging travel. Especially for young people, they will find the channel of instant satisfaction for all kinds of destinations and playing methods that have been planted for a long time. Feng Rao said.

Practice hard to get the first chance

Crisis breeds opportunity and opportunity produces business opportunities. At present, if the tourism industry can seize the opportunity, re optimize the structure, and study the division of product and market, it will make the product system and market system more perfect. Wei Xiaoan said. Wu Liyun also pointed out that tourism enterprises also need to reflect on whether the whole industry itself is sensitive and vulnerable. Under the influence of disasters and epidemics, it can explore some new formats and breakthroughs, such as using AR and VR technology to develop online tourism products and create new consumption models. Wu Liyun said frankly that although some domestic online tourism enterprises and scenic spots are already making similar attempts, they are far from reaching the level of good consumption experience, the supply is relatively simple, the sense of experience is not strong, and there is no support for offline business.

At the same time, in addition to dealing with the changes in the epidemic situation and the needs of various refunds and endorsements, the dormancy period is a rare internal skill training rest period for tourism enterprises in the industry. Liang Jianzhang, co-founder of Ctrip group and chairman of the board of directors, also said that in the face of the epidemic, what OTA needs is to keep its energy and strength up and work hard.

At ordinary times, most tourism enterprises, especially small and medium-sized enterprises, are too busy with their affairs to have time to improve their internal work processes and staff training. In the current period of relatively stagnant business, enterprises can carry out some corresponding work through online channels to strengthen their internal skills. Said Wu. It is reported that at present, many enterprises, including Ctrip and tuniu, have said that they have set up online training and so on. Ctrip will launch a number of courses, such as product knowledge, sales skills, data analysis, customer relationship management, etc., for store employees.. The person in charge of Ctrip said. In Feng Raos view, during the outbreak period, many people may increase the frequency of cloud travel by browsing videos and Notes published by other netizens on the platform, collecting and praising the places they want to go. After the outbreak, all these unannounced trips will take place. In response, the relevant person in charge of qunar.com also said that at present, the company is preparing for holidays with high travel willingness, such as May Day small and long holidays and summer holidays, from tourism product policies to platform technology optimization, service upgrading and other aspects, to provide travel products and services with higher cost performance for large-scale users to make travel plans and travel Business. Source: Beijing business daily editor in charge: Zhang Meiyu nf2100

At ordinary times, most tourism enterprises, especially small and medium-sized enterprises, are too busy with their affairs to have time to improve their internal work processes and staff training. In the current period of relatively stagnant business, enterprises can carry out some corresponding work through online channels to strengthen their internal skills. Said Wu. It is reported that at present, many enterprises, including Ctrip and tuniu, have said that they have set up online training and so on. Ctrip will launch a number of courses, such as product knowledge, sales skills, data analysis, customer relationship management, etc., for store employees.. The person in charge of Ctrip said.

In Feng Raos view, during the outbreak period, many people may increase the frequency of cloud travel by browsing videos and Notes published by other netizens on the platform, collecting and praising the places they want to go. After the outbreak, all these unannounced trips will take place. In response, the relevant person in charge of qunar.com also said that at present, the company is preparing for holidays with high travel willingness, such as May Day small and long holidays and summer holidays, from tourism product policies to platform technology optimization, service upgrading and other aspects, to provide travel products and services with higher cost performance for large-scale users to make travel plans and travel Business.