Are Big Platforms Integrating or Bullying!?

I'm sharing my firsthand experience with you all. Today's main target is Ctrip (yes, the platform owner).

This year, domestic travel on May 1st hit 230 million trips, a mini post-pandemic peak.

Of course, flight tickets, train tickets, hotels were all incredibly hard to come by, or priced ridiculously high – but that didn't dampen anyone's desire to travel. To minimize inconvenience, when I booked my flight I also arranged the 'express airport security' service. Yes! That's Ctrip's heavily promoted 'express security lane' – and it became the last straw that ruined my holiday mood.

On May 5th on my return trip, even though I'd booked express security, I still arrived at the airport early expecting crowds, just to be safe. As soon as I got to the airport, I quickly searched for where the Ctrip express security lane was. And that's when the unpleasantness began!

1. The express security lane and the late-arrival passenger lane were in the same cordoned-off area. Late passengers, understandably anxious, just queued at whichever line was shorter – so the express security lane ended up with more people than the regular lanes.

2. Nobody on site actually checked who had express lane access. The lane was essentially just for show.

I was stunned and ended up not using the express security service! Later, I called Ctrip customer service. Here's what I was told:

1. Because of the huge crowds, the airport has the authority to allocate resources freely – so there was nothing that could be done!

2. It's a supplier issue; they'll pass the feedback to the relevant business department.

3. We can refund your express security fee (I hadn't used it anyway, and the refund could be done in the app by myself).

I was floored. So Ctrip sells something, then easily shifts blame to their partner. They see no problem with their own platform; if a customer runs into trouble, tough luck, just deal with it. Of course, I couldn't accept such a response. After repeatedly asking for a clear explanation, someone claiming to be a customer service supervisor eventually told me flat out: the situation is exactly as the previous agent said, a standard response, and Ctrip will compensate you with a 100-yuan gift card – take it or leave it! I chose not to accept. And then... and then... the big platform's bullying face emerged: they just closed the case!! Closed the case~~~~~~~~ What a "suit yourself, we have plenty of customers" attitude!

Many might ask, they offered you money, why are you still hung up on it? Some would happily accept, thinking they'd made an extra 100 yuan. But the express security service costs 48 yuan – how many consumers have suffered in silence?

- The definition of express security, as the name suggests, is to be faster than normal. Yet it ended up slower than the regular line.

- When I asked again when the express security could actually be used, customer service replied: it can be used anytime, but we can't rule out similar situations in the future!!!! I was fuming by this point!!!

- So I asked: can I write about this experience on your platform so future users can have a reference? And oh, the mighty platform replied: sorry, our own products don't have review features!! We all know Ctrip loves when we review their partner services, but for their own products, no reviews allowed!! The arrogance of a big platform laid bare!!

I'm certain my complaint still won't lead to any resolution, but I'm writing this today simply to tell everyone: the convenience of integrated information has become deeply ingrained in life in China, but such data integration often comes with what's known as 'big data killing loyal customers'. Convenience becomes a leverage point for big platforms to exploit. It's hard for us to avoid using these services, but when things are unreasonable, we still need to speak up to drive change!

I'll have to discuss some other time how many unreasonable links exist in the partnership model!!!

My very first travelogue is dedicated to a review!!