Xinhua news agency, Changsha, September 13 (Xinhua): why is it so hard to change the movie ticket?
Xinhua News Agency reporter Gao Wencheng, Chen Mengjie, Shi Jingnan
In the summer of 2018, the national film market grossed 17.4 billion yuan, a record high. However, the phenomenon of "no refund, no change" and "only change, no refund" exists widely and is criticized by consumers.
Reporter survey found that different ticket sales channels "retreat to change" standards vary, "routine" heavy. What is the reason behind this? Can we achieve the full liberalization of movie tickets? Who will protect the legitimate rights and interests of consumers?
It is stipulated that there are many ways to change the contract.
Reporters log on to a number of online ticketing platforms found that consumers want to return a small ticket, it is not easy. For example, in a client that downloads more than 40 million times in the Android market, tickets can't be refunded, and only some movies can be changed.
With the in-depth investigation, reporters also found more "routines" in the provisions of the "refund and re-label" of movie tickets - some ticket-buying platforms will "refund and re-label" as a member of the rights and interests of the "privilege", different points corresponding to different levels of "refund and re-label" number, at least once a month, at most only five times.
Reporters in one of the client ticket refund after a time, the ticket purchase again in the choice of movies and payment before the interface shows support for "refund and modification". But when you want to refund the ticket again after payment, the interface shows "this month has been refunded / re-signed once, can not apply for refund at the moment".
There are also cinemas to launch their own client, only members in the official client to order film tickets, can self-refund, through a third-party platform tickets can not be "refunded and changed."
On the ticketing client of a well-known movie network, all orders are prompted: "Please check the order information, film tickets and discount packages sold, due to ticketing system restrictions, will not be able to carry out refund operations." When the reporter called customer service, the other side said: some of the courtyard line can be refunded according to the regulations, the way is to call the ticket client customer service, customer service operation, but do not support the change.
"Game" behind "routine"
According to industry sources, based on the ticketing system adopted by cinemas, some cinemas have opened two services at the same time, while others have only opened one or none of them.
Reporters found that a cinema in Changsha, the same film, a ticket platform shows that "can not be refunded after purchase", while another ticket platform shows that "support for refund" and "support for change.
Subsequently, the reporter called the cinema, cinema staff advised reporters to contact the ticket platform, "let them communicate with us in advance, we generally give refund." Reporters in this way, finally smoothly refund.
"Each cinema will decide on its own whether to offer refund or renewal services, as well as the channels for the provision of services. In this process, the E-commerce platform as the intermediary of matching transactions, can be contracted with the cinema, according to the contract agreement to provide the cinema services to users. A well-known person in charge of ticketing business told reporters, "refund and renewal" service is a need for cinema, ticketing system and e-commerce platform tripartite collaboration process. Cinemas can selectively offer refund or re-registration services on different ticket-buying platforms, which is the reason why some movie venues do not have the same "refund and re-registration" services on different ticket-buying platforms.
The head of the China Film Publishing and Screening Association said he advocated allowing tickets to be "refunded and renamed" and that some cinemas were also trying to make the "renamed" business more humane. However, in view of the particularity of the film as a consumer product, and in view of the differences in film screening in different regions, it is still difficult to fully open the "refund and modification" at present.
"If all cinemas are forced to implement unconditional ticket refund and change services, the film industry may face certain risks: such as malicious refund of the theft of false reports, malicious ticket refund to interfere with the normal layout of cinemas and the order of screening, etc., objectively it is also possible to provide conditions for the"Yellow Bull Party"Invoicing behavior. The person in charge said.
However, industry insiders also acknowledge that it is the general trend to continuously improve the "refund and change" service to enhance user experience, and it is not entirely impossible to use technical means to screen normal refund and malicious refund. A well-known person in charge of ticketing e-commerce said that the e-commerce platform can identify anomalies by monitoring background data and observing data trends, forming a warning mechanism. After the exception can also check the purchase history of the purchase account whether there are other improper operations to form a pre-judgment. To a certain extent, it can prevent such improper behavior as malicious refund.
Does "no refund or no change" violate the legitimate rights and interests of consumers?
In the interview, "prevent malicious ticket brushing" has become a ticket platform and cinemas to respond to the difficult issue of refund key words.
A studio staff explained: "Brushing tickets will create the illusion of box office sales during the pre-sale period, affecting cinema production. A movie can not change the schedule of a movie as long as one person bought a ticket. If the ticket is refunded maliciously at this time, not only other movies will lose more opportunities for production, but also the box office of the movie will be reduced, which will directly affect the revenue of the studio.
Wang Feipeng, director of the civil and commercial legal affairs department of Hunan Jiaoyang Law Firm, believes that the number of tickets and seats offered by cinemas belong to the normal range of market risks, and this market risk can not be transferred to consumers through the compulsory provisions of non-refund and non-exchange.
Hu Gang, deputy secretary-general of the Law and Industry Committee of the China Internet Association, said that according to the contract law and its judicial interpretation, consumer rights and interests protection law, operators unilaterally stipulate that "no refund or exchange is allowed for the sale of movie tickets", which belongs to the unfair and unreasonable provisions on consumers made by the format clause and belongs to the "overlord clause" and "industry". Chronic diseases should be corrected.
He suggested that according to the "refund and renewal" provisions of the train ticket, the film ticket should be charged a refund fee of varying proportions according to the time of refund. At the same time, amend and improve the film industry promotion law, clear the film ticket "refund and re-label" provisions, to prevent misleading consumers or the implementation of unfair competition.
The China Film Publishing and Screening Association emphasizes that in order to make the audiences understand clearly the "refund and re-labelling" provisions of the tickets they buy and to protect the rights and interests of the audiences, both the studios and the third-party film ticketing platform should fulfill the obligation of notification.
"For cinemas, notice of'refund and renewal'of tickets should be promulgated in a conspicuous position to ensure that audiences are aware of the'refund and renewal' provisions in advance when entering the studio counter to buy tickets. Third-party ticketing platforms, cinema websites or their own clients should all pop up the "refund and modification" stipulation agreement before the audience pays for tickets, making sure that the audience knows the stipulations and then pays the tickets. The person in charge of the association said that all parties should use more standardized and market-oriented means to provide the audience with "withdrawal and renewal" services to further protect the legitimate rights and interests of consumers. (finish)
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