Universal Studios apologized for the forced refund incident

Universal Studios apologized for the forced refund incident. Tickets for Universal Studios Beijing will officially go on sale from 0:00 on September 14. The launch of ticket sales not only reflects its popularity, but also exposes some service guarantee issues. Universal Studios tickets, U-Speed ??Pass, and VIP experience tickets all experienced automatic refunds from the system. Universal Studios apologized for the forced refund incident 1

"U-Speed ??Pass" was forced to refund tickets

Fliggy and Universal Studios apologize

Compared with tickets, the sales of "U-Speed ??Pass" products, which have shorter waiting times and can be seated first, are also hot. The "Global Unlimited Speed ??Pass" from September 20 to 29 and October 1 to 5 are all sold out; the "Global Unlimited Speed ??Pass" from September 20 to November 8 is also sold out.

However, some consumers told reporters that the "U-Speed ??Express" tickets they finally stayed up late to buy were "forced to be refunded."

In response to this, Fliggy’s official Weibo responded on the 14th, sincerely apologizing to everyone for the bad booking experience. Due to the continuous refresh of system visits and order peaks, the flagship store of Universal Beijing Resort encountered delays in real-time docking when obtaining Universal Express inventory. Therefore, some consumers saw that the page showed that there was still stock, but after payment, the system automatically recognized that there was no stock, issued a refund and automatically closed the order.

Subsequently, Fliggy released a solution. On the basis of the full refund, Fliggy will provide additional information on the actual transaction amount of the product in accordance with the "Fliggy Ticket Product Service Guarantee Standard" and the relevant rules of the Fliggy platform. 30 as compensation.

In addition, the same problem also occurred during Li Jiaqi’s live broadcast room. On September 14, Li Jiaqi’s official Weibo announced that some users reported that the Universal Studios “Express 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 consumer rights.

On the evening of September 14, the official Weibo of Universal Beijing Resort responded that since the ticket booking for Universal Studios Beijing theme park officially started at 0:00 on September 14, the system has been online The number of visits was huge, the peak order volume was constantly refreshing, and the ticket purchase system had an abnormality when it obtained the inventory of Global Uspeed products for synchronization, causing problems when confirming some orders. We sincerely apologize for the inconvenience this situation has caused. We are actively processing and confirming orders based on the existing available inventory, and are communicating closely with relevant platforms to provide corresponding solutions as soon as possible and handle related issues together with the platforms. Thank you for your enthusiasm and love for Universal Beijing Resort. We will do our best to reduce the impact on consumers and apologize to everyone again.

The "Chinese Magic" behind the popularity of Universal Studios

Universal Studios, who was born in Hollywood, is also learning "Chinese" after coming to Beijing: he loves chattering Transformers, Harry Potter trying to communicate in Chinese, the old Beijing fried noodles made by Kung Fu Panda’s father... every meticulous design has received enthusiastic responses from Chinese consumers.

For products and services that can satisfy the people’s yearning for a better life, as long as they respect Chinese consumers and abide by Chinese laws and regulations, no matter which country or region they come from, the Chinese market has always been happy to see their success. . The Chinese government’s measures to optimize the reform of “decentralization, regulation, and services” treat domestic and foreign-funded enterprises equally, and Universal Studios is a beneficiary.

Photo by Economic Daily reporter She Ying

In May this year, the Cultural Tourism Zone Branch of Tongzhou District Market Supervision Bureau was officially unveiled and took on the role of Universal Studios Theme Park. Operators in the Universal Studios theme park and its surrounding areas can apply for and handle the business license and related certificate approval process at their nearest location for the project's special equipment safety supervision, license approval, food and drug, intellectual property, price supervision and other regulatory service responsibilities. .

The door-to-door proactive service provided convenience for the opening of Universal Studios. As a large theme park, Universal Studios has a large number of roller coasters, spinners and lifts. In order to ensure the safety of tourists, these special equipment must all pass the inspection of the regulatory authorities before they can be put into operation. If we follow the past methods, the procedures will be complicated and time-consuming, and the opening time of the park will not come so soon.

To this end, the Tongzhou District Market Supervision Bureau has specially established the "Universal Studios Special Equipment Management System" to implement intelligent and refined management of more than 450 special equipment in the park, effectively solving the problem of Universal Studios A huge number of special equipment supervision issues.

Without the proactive actions and innovative services of the market supervision department, Universal Studios may not be able to complete the license application and equipment internal testing in time, which would miss the most profitable Mid-Autumn Festival holiday and National Day Golden Week. I guess Harry Potter would have to admit that China's "decentralization, regulation and service" reform is comparable to magic, turning "time" into gold, it's very powerful. Universal Studios apologizes for the forced refund incident 2

Starting from 0:00 on September 14, tickets for Universal Studios Beijing will officially go on sale. According to media reports, within half an hour of going on sale, not only tickets for the Mid-Autumn Festival on the Beijing Universal Resort page on the Qunar Travel APP were sold out in seconds, but unlimited sub-optimal speed passes were also sold out. The official flagship store of Fliggy at Universal Beijing Resort opened for sale for half an hour, with 100,000 designated single-day tickets sold.

It should be said that the popularity of Beijing Universal Studios is reasonable. First of all, Universal Studios owns many popular movie IPs such as Minions, Kung Fu Panda, Jurassic Park, Transformers and Harry Potter. The theme of the park, entertainment items, peripheral sales, etc. are all deeply integrated with related IPs. Once The opening of the park will definitely attract a large number of movie fans to come and check in. In this regard, Beijing Universal Studios and Shanghai Disneyland are similar, and both have huge advantages that other domestic theme parks cannot match.

Secondly, if the attention from the launch of the project to the construction period is relatively limited, then as the internal testing and trial operation of Beijing Universal Studios continue, some people enter the park in advance, and the play strategy, queuing speed, Product prices and other related topics are on the social media and short video platforms, and media visits and celebrity photos have added to the popularity. Coinciding with the Mid-Autumn Festival and National Day holidays, more and more people are interested in including this popular attraction in their travel plans.

From the perspective of the development of the domestic cultural tourism market, Universal Studios Beijing is booming before it opens, showing good business prospects. However, if this state is to continue, it cannot be separated from other "hardware" besides entertainment facilities. The launch of ticket sales not only reflects its popularity, but also exposes some service guarantee issues.

After the ticket sales started, the system of Universal Studios Beijing App and mini-programs both experienced a "temporarily unable to load" situation. Subsequently, many netizens said that the system automatically refunded tickets for Universal Studios tickets, Express Pass, and VIP experience tickets purchased at Fliggy’s official flagship store. In this regard, Fliggy issued an apology statement, saying that due to the continuous refresh of the peak volume of system visits and orders, the flagship store of Universal Beijing Resort encountered delays in real-time docking when obtaining Universal Express inventory, and will issue a full refund on the basis of another Provide 30% of the actual transaction amount as compensation.

The system crash seems to be an inevitable accident, but considering the early popularity and long adaptation period, the park and official ticket sales channels should have been more fully prepared to deal with a short-term surge in visits. quantity. The current situation may be due to a certain deviation between expectations and actual conditions. This will inevitably cause trouble to tourists who have already arranged their itineraries, and may even consume people's enthusiasm and trust.

In addition, some problems have already appeared during the internal testing and trial operation. For example, the food and peripherals sold in the park were priced too high. For example, the layout of hotel rooms was complained about the farmhouse style. For example, the "internal testing tickets" in August were criticized. Scalpers fetched 5,000 yuan a piece and so on.

Of course, with the end of the trial operation phase, Universal Studios Beijing officially opens, and ticket prices stabilize, some problems will disappear, but on the other hand, new problems will also face challenges. After all, it is important to have an attractive IP, but IP alone is not enough. The corresponding service guarantee must also be more careful to match the "second half" when the tickets are sold out, so that tourists who come with high expectations can enjoy the whole process. Comfortable experience.

In the final analysis, whether it is a theme park or the development of the cultural tourism market, whether it is popular or not is not only reflected in one moment. Only by being more attentive and dedicated in service guarantee will the business operations be smooth and the rewards will continue to flow.