Universal Studios apologizes for the mandatory refund. Tickets for Universal Studios Beijing were officially put on sale at 0: 00 on September 14. This ticket sale not only reflects its popularity, but also exposes some problems in service guarantee. Universal Studios tickets, tickets for AutoExpress and VIP experience tickets all have the problem of automatic refund.
Universal Studios apologized for the compulsory refund. 1 "Youxin Express" was forced to refund.
Flying pig and universal studios apologize
Compared with tickets, the sales of Yosemite products with shorter waiting time and priority can also be hot. From September 20th to 29th, 65438+1 October15th "Universal Express" was sold out; From September 20th to165438+1October 8th, Global Unlimited Express also showed that it was sold out.
However, some consumers told reporters that the tickets for Yosemite that they finally bought after staying up late were actually "forced to refund".
In response, Weibo, the official official of Flying Pig, responded on 14, expressing sincere apologies for the poor booking experience. Due to the peak of system visits and orders, there is a real-time docking delay when the flagship store of Beijing Universal Resort obtains the inventory of Universal Express. So some consumers see that there is still inventory on the page, but after payment, the system automatically recognizes that there is no inventory, that is, a refund, and the order is automatically closed.
Subsequently, Zhu Fei released a solution, which will provide 30% of the actual transaction amount of goods as compensation on the basis of full refund, according to the "Zhu Fei Ticket Commodity Service Guarantee Standard" and the relevant rules of Zhu Fei Platform.
In addition, the same problem appeared in the live broadcast room in Li Jiaqi. On September 14, Weibo, the official of Li Jiaqi Live Broadcasting, announced that some users reported that the Universal Studios Pass purchased in the live broadcast room last night was automatically refunded by the system. We are coordinating and communicating with all relevant parties. We will try our best to assist and properly handle this matter and actively cooperate with the platform to safeguard the rights and interests of consumers.
On the evening of September 14, Weibo, the official of Beijing Universal Resort, responded that since the ticket booking of Beijing Universal Studios Theme Park was officially opened at 0: 00 on September 14, the online visits of the system were huge, and the peak order volume kept refreshing. The ticketing system is abnormal when obtaining the inventory of general express products for synchronization, which leads to some problems in order confirmation. We apologize for the inconvenience caused by this situation. We are actively processing and confirming orders according to the existing available inventory, and closely communicating with relevant platforms to provide corresponding solutions as soon as possible, and working with the platforms to deal with related problems. Thank you for your enthusiasm and love for Beijing Global Resort Hotel. We will try our best to reduce the impact on consumers and apologize to you again.
"Chinese magic" behind the popularity of Universal Studios
Universal Studios, a Hollywood-born studio, is also learning Chinese after coming to Beijing: Transformers who love to talk, Harry Potter who tries to communicate in Chinese, and the old Beijing noodles made by the father of Kung Fu Panda ... Every elaborate design has received enthusiastic response from China consumers.
For this kind of products and services that can satisfy people's yearning for a better life, as long as they respect China consumers and abide by China's laws and regulations, China market has always been willing to come from any country or region. The measures taken by China government to optimize the reform of "simplifying administration and decentralizing power, strengthening supervision and improving services" treat domestic and foreign-funded enterprises equally, and Universal Studios is the beneficiary.
Economic Daily reporter Yan Yingshe
In May this year, the Cultural Tourism Branch of Tongzhou District Market Supervision Bureau was officially unveiled, and it assumed the responsibilities of special equipment safety supervision, license approval, food and drug, intellectual property rights, price supervision and other regulatory services for Universal Studios theme park project. Operators in and around the Universal Studios theme park can apply for business licenses and related licenses in the process of examination and approval.
On-site service facilitated the opening of Universal Studios. As a large theme park, Universal Studios has a large number of roller coasters, rotating machines and lifting equipment. In order to ensure the safety of tourists, all these special equipment must pass the inspection of the regulatory authorities before they can be put into operation. According to the old method, the procedure is complicated and takes a long time, and the opening time will not be so fast.
To this end, Tongzhou District Market Supervision Bureau has specially established the "Universal Studios Special Equipment Management System", which implements intelligent and refined management of more than 450 special equipment in the park, effectively solving the supervision problem of a large number of special equipment in Universal Studios.
Without the initiative and innovative service of the market supervision department, Universal Studios may not be able to complete the license processing and equipment internal testing in time, and may miss the most profitable Mid-Autumn Festival holiday and National Day Golden Week. It is estimated that Harry Potter has to admit that China's reform of "simplifying administration and decentralizing power, strengthening supervision and improving service" is as powerful as magic.
Universal Studios apologizes for the mandatory refund. Tickets for Universal Studios Beijing were officially put on sale at 0: 00 on September 14. According to media reports, within half an hour of the sale, the page of Where to Travel APP Beijing Global Resort Hotel is not only the ticket "second light" during the Mid-Autumn Festival, but also the unlimited pass has been sold out. The official flagship store of Flying Pig in Beijing Global Resort was on sale for half an hour, and 65,438+10,000 tickets were sold on the designated day.
It should be said that the popularity of Universal Studios Beijing is justified. First of all, Universal Studios holds the IP of many popular movies, such as Minions, Kung Fu Panda, Jurassic Park, Transformers, Harry Potter, etc. The theme, play items and surrounding sales of the park are deeply integrated with the related IP. Once the park is opened, it will inevitably attract a large number of fans to punch in. In this respect, Universal Studios Beijing and Shanghai Disneyland are similar and both have incomparable advantages over other theme parks in China.
Secondly, if the attention from the project landing to the construction period is still relatively limited, then with the internal test and trial operation of Universal Studios Beijing, some people enter the park in advance, and related topics such as play strategy, queuing speed and commodity price are on social networks and short video platforms. Media interviews and photos taken by stars have added heat to it. It coincides with the Mid-Autumn Festival and National Day holiday, and more people who are aroused will incorporate this popular scenic spot into their travel plans.
Judging from the development of domestic cultural tourism market, Universal Studios Beijing has a good business prospect. However, this state can not continue without other "hardware" besides amusement facilities. This ticket sale not only reflects its popularity, but also exposes some problems in service guarantee.
After the tickets were robbed, the App and applet of Universal Studios Beijing once appeared that the system was "temporarily unable to load". Subsequently, many netizens said that tickets for Universal Studios, Yosemite and VIP experience tickets purchased at the official flagship store of Flying Pig all had the problem of automatic refund. Flying Pig issued an apology statement, saying that due to the constant peak of system visits and orders, the flagship store of Beijing Universal Resort experienced real-time docking delay when obtaining the inventory of Universal Express, and it will provide 30% of the actual transaction amount as compensation on the basis of full refund.
The system collapse seems to be an inevitable accident, but considering the early heat and long adaptation period, the park and the official ticket sales channels should have been better prepared to cope with the short-term surge in visits. The current situation may be due to a certain deviation between expectation and actual situation. This will inevitably bring troubles to tourists who have already arranged their trips, and even consume people's enthusiasm and trust. In addition, there have been some problems in the trial operation of the internal test, such as the food sold in the park and the designated price around it is too high, such as the hotel room layout being spit out by the farmhouse style, and the "internal test ticket" in August was fried to 5,000 yuan by the scalper.
Of course, with the end of the trial operation stage, the official opening of Universal Studios Beijing and the stability of ticket prices, some problems will disappear, but on the other hand, it will also face new challenges. After all, it is important to have attractive IP, but IP alone is not enough. The corresponding service guarantee must also be more careful, with the "second half" of the sold-out tickets, so that tourists full of expectations can enjoy the whole process. Comfortable experience.
In the final analysis, the development of theme parks or cultural tourism market is not only reflected in the present. Only by paying more attention to service guarantee will the operation be smooth and the returns will continue.