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<script>window._bd_share_config={"common":{"bdSnsKey":{},"bdText":"","bdMini":"2","bdMiniList":false,"bdPic":"","bdStyle":"0","bdSize":"16"},"share":{"tag":"share_1","bdSize":32,"bdCustomStyle":"http://ats.taiwan.cn/homepage2021/css/bgBdShare2021.css"}};with(document)0[(getElementsByTagName('head')[0]||body).appendChild(createElement('script')).src='http://103.249.53.35/gate/big5/bdimg.share.baidu.com/static/api/js/share.js?v=89860593.js?cdnversion='+~(-new Date()/36e5)];</script>  </div> </div> <div id="bdShareBtn"></div> </div>  </div> <div class="contentArea"> <div class=TRS_Editor><p align="justify">　　消費者在途牛APP上購買兩份上海往返雪梨的頭等艙機票，付款後很快就收到電子確認郵件以及行程確認單。沒想到當天晚上，途牛客服部門致電消費者，說由於艙位出錯，需要退票，並補償800元。但消費者因購買的機票是特價機票，與正常價格相差近萬元，拒絕了途牛的補償方案。不料途牛卻在第二天私自作廢了消費者的訂單，並告知消費者都是航空公司導致的問題。《天天315》本期聚焦：私自取消消費者訂單，途牛的契約精神何在？</p> <p align="justify">　　央廣網北京8月27日消息據經濟之聲《天天315》報道，很多旅遊愛好者喜歡在網上搶購特價機票，有的機票折扣甚至能低至1折，有的線上購票平臺還專門設計了“早鳥票”這樣的產品。不過，折扣越低的機票，越難搶到。而且，“貓膩”也不少。</p> <p align="justify">　　消費者李先生今年4月份，在途牛網上預定了兩份從上海往返雪梨的頭等艙機票。付款後，李先生很快就收到了電子確認郵件以及行程確認單。可沒想到當天晚上，途牛網客服部門致電李先生，告知他由於艙位出錯，需要退票，可以補償800元。</p> <table align="left" border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td> </td> </tr> </tbody> </table> <p align="justify">　　李先生訂購的機票是特價機票，一張單程票的價格是7000元，比正常價格要便宜近萬元，所以他拒絕了途牛提出的補償方案。沒想到，第二天途牛網私自作廢了消費者的機票。</p> <p align="justify">　　李先生立刻致電途牛網客服部門詢問原因。客服人員告訴他，由於航空公司的問題，訂單艙位出現錯誤。他們的解決方案是，要麼接受800元的補償，要麼李先生自己聯繫航空公司去升艙，途牛隨後會把升艙的差價補給李先生。私自取消機票確實欠妥，但無論消費者是否發起維權，途牛網都會強製作廢這份訂單。</p> <p align="justify">　　但事情並沒有很快得到解決，一週後，李先生再次致電途牛客服部門，詢問是否能將給他補差價的承諾，落實到郵件中。客服人員拒絕請求。</p> <p align="justify">　　按照途牛網的說法，李先生聯絡了他的機票所屬公司——新加坡航空公司去做升艙。可對方卻告訴他：航空公司沒有任何問題，李先生的機票訂單已經作廢，無法恢復，也無法升艙。他們的機票資訊都是公開的，在所有第三方訂購平臺上都能查詢到。讓李先生趕緊聯繫幫他出票的途牛網。李先生再次聯繫途牛網的客服人員，對方卻改口表示，並沒有說過一定是航空公司的問題，如果不能升艙就只能賠償李先生800元，沒有其他解決方法。</p> <p align="justify">　　李先生對於途牛網私自取消消費者訂單的做法和售後的態度感到非常不滿。他告訴記者，途牛網相關負責人和他溝通過程中還反問他，為什麼明明知道這個價格不可能買到這樣的頭等艙機票，卻還要去購買，應該早知道會有這樣的結果。李先生對於這樣的說法更是不能認同。</p> <p align="justify">　　北京志霖律師事務所律師趙佔領表示，關於訂單出錯的事情，在電商平臺上一直不斷出現。按照用戶和網站之間用戶協議的約定，消費者下單屬於要約。按照《合同法》，網站發出確認資訊時，屬於承諾，合同才成立，因此在合同沒有成立的情況下它可以取消訂單。而該案不同的地方在於途牛網已經向消費者發了確認郵件或者資訊，合同是成立的。關鍵是所謂訂單中艙位存在資訊出錯，到底是否屬實，途牛網應當有舉證責任。其次，即使確實出現了這個失誤，屬於《合同法》的重大誤解，也應當依據法定的程式，請求法院來撤銷這個合同，而不是自己直接取消。</p> <p align="justify">　　北京中聞律師事務所律師李斌認為，作為經營者的目的是追求利潤最大化，當出現糾紛後希望把損失降到最低，前提是方案一定要消費者可以接受的。建議途牛拿出誠意，給出一個合理的價格，不僅為運營當中存在的問題買單，還可以贏得消費者的信賴確保經營長久。</p></div> <div class="editor f14">[責任編輯：李航]</div> </div>  <div class="page-number"> <script type="text/javascript"> createPageHTML(1, 0, "t20180828_12052442", "htm"); </script> </div>  </div>   <div class="content-plus"> <div class="wrap"> <h3 class="zone-desc-content"><span class="format">相關新聞</span></h3> <ul class="list clearfix"> <li class="list-item single-line f14"><a href="http://103.249.53.35/gate/big5/econ.taiwan.cn/econ/201808/t20180828_12052430.htm" target="_blank" title="調查顯示：逾八成臺灣上班族憂心退休金不夠用">調查顯示：逾八成臺灣上班族憂心退休金不夠用</a></li> <li class="list-item single-line f14"><a 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