直面问题，严厉打击旅游违法违规行为

——旅游联席会议快速处置涉外旅游投诉

1月10日，旅游部门接到美籍夫妇投诉平遥古城高铁站附近一系列接待不规范事项，涉及黑车、出租车、管理人员。由于语言交流困难，县旅发委联系古城管委会英语翻译梁增光同志协助沟通游客，及时反馈查处情况，促进旅游投诉圆满处理。

旅游部门把投诉情况和游客反馈及时报送旅游联席会议分管领导，并按照县委、政府主要领导指示，“严肃查处，及时反馈，确保游客满意，理顺平遥古城高铁站旅游接待文明服务管理机制”的要求，多次组织旅游、旅游警察、客运、高铁站等部门讨论投诉处理案件，并把案件查处进展情况第一时间告知游客。

经过相关部门调查处理，涉事的当事人均受到严肃查处：

公安部门已对违法人员范增处以行政拘留5日；

客运管理部门查扣晋K9N567，晋KL0381两辆非法从事客运的车辆，晋KT3505出租车1辆；

并对非法从事客运的两名当事人各予以5000元处罚，出租车拒载和不文明服务行为当事人郭恒亮予以500元处罚，并已执行。

为进一步完善长效机制，分管县领导组织旅游、旅游警察、交警、客运等部门进一步制定“平遥县常态化旅游巡查及问题处理机制”，研究平遥古城高铁站旅游接待服务配套功能，要求旅游部门及时设立“平遥古城高铁站旅游咨询服务处”，组织旅游咨询服务人员进驻高铁站；要求客运部门严查黑车，交警部门严格管理社会车辆，旅游警察快速打击涉黑人员。

美国游客在邮件中写到平遥的好心人也很多，有帮助去古城的好心男孩、有帮助找回客栈的陌生人，有餐馆老板、有购物店妇女、客栈老板、还有政府工作人员热心帮助反馈；与黑车司机、出租车司机的贪婪、宰客、拒载等不友好行为形成了鲜明的对比。

各相关执法部门告诫旅游服务从业者，必须严格遵守相关法律法规，主动热情为游客提供服务，执法部门将全力维护游客的合法权益，绝不会让少数人影响平遥古城良好旅游形象，一切违规、违法行为均会受到法律、法规的严惩，绝不姑息。

我们坚信在县委、政府的坚强领导下和“大美古城、小康平遥、国际旅游城市”目标的指引下，各涉旅部门严格落实《平遥县旅游常态化巡查及问题处理机制》的要求，以问题为导向、以服务游客为中心，以整改落实为目的，做到问题发现及时、反馈准确无误，处理高效快捷，督查整改到位，从严从重打击侵害游客权益的行为，一定能把“世界文化遗产、国家AAAAA景区——平遥古城”金字招牌打造得更响更亮！

下面请看美国游客写的邮件

Dear Bill, Liang Zenguan (sorry - maybe I cannot spell your Chinese name correctly)

My husband and I want to thank you profusely for all your help, persistence, and follow-up in bringing this serious matter at the Pingyao High Speed Rail Station to resolution. We hope that no one else visiting your beautiful city ever has to go through this problem. The first communication we received from you was the first time we were able to sleep well since that terrible night.

We also very much appreciate the prompt and thorough assistance of your colleagues at the Tourism Development Committee in Pingyao as well as the Pingyao Police. Please can you tell them we are very grateful for all of their help.

Our past 30 days in China have been amazing. From Dunhuang to Luoyang and Anyang to Chengde - everywhere we have visited, we have met wonderful, honest Chinese people who have welcomed us, helped us, and become our friends. China is a country worthy of much respect for its incredible architecture and art, technological developments, amazing food and beautiful landscapes - to be so welcoming and have such friendly people is a wonderful bonus to any visitor to your country.

Pingyao too, is a town among the most beautiful in the world - St Petersburg, Vienna, Paris - Pingyao is just as beautiful a piece of art and history as those places. We will never forget how gorgeous Pingyao is; and we will never forget the friends we met there. There was a nice man who called our folk hotel for us when we could not find it after arriving within the city walls at 10.30pm, the family restaurant we ate at outside the old city whose owner took photos with us, the lady who helped us with understanding some of the different foods in the grocery store, the local boy who drove us to the old city from the train station, and of course the wonderful helpful people in our folk hotel.

What happened at the train station was bad; in freezing cold weather someone or their family could be hurt because some people think it is OK to be greedy and exploit new guests. This also sadly sometimes happens in America and Australia. The law is that the driver must have a taxi license and must use the meter. Maybe it would help if some foreign volunteers could run a sort of test by arriving to the train station to try to take a taxi as "mystery shoppers" to see if the taxi drivers do the correct thing. We look back fondly at our time in Pingyao but would not like other guests visiting Pingyao to have a bad taste in their mouth because of the taxi drivers.

Thank you again for your help with our problem. We will happily tell our friends that Pingyao is an unforgettable highlight of China that should not be missed by any tourist. We have hundreds of photographs that show how beautiful we found it and how much we enjoyed our time there!!

Thank you, the Tourism Development Committee in Pingyao and the Pingyao Police for all of your help. We will never forget your help and we welcome you to visit America and Australia!

亲爱的比尔，梁增光 （对不起 - 也许我不能拼写你的中文名字）

我和老公十分感谢您在平遥高铁站事件中所提供的帮助，谢谢您的不离不弃。我们希望不再有人会在这座美丽的城市中有同样的遭遇。在您联系到我们的当天晚上，我们睡了一个好觉，这是自发生那件可怕的事情以来我们睡的第一个好觉。我们也非常感谢平遥旅游发展委员会和平遥警方的同志所提供的协助。请你转告他们，我们非常感谢他们的帮助。

在过去的30天里，我们在中国玩的很开心，从敦煌到洛阳，从安阳到承德------我们到过的每一个地方都是那么的神奇！在这期间，我们遇到了很多热情、好客的中国人，他们都真诚的欢迎我们、帮助我们，我们都成为了好朋友！中国因其不可思议的宏伟建筑、艺术、发达的科技、美食、美丽的风景而令人心生敬意，在这里，能受到如此真诚的欢迎和遇到如此友好的民众对任何一位到访者都是一份馈赠！

平遥是世界上最美丽的城市之一，平遥就像圣彼得堡、维也纳、巴黎等一样美丽如画。平遥的华丽将会令我们终生难忘的，我们永远不会忘记我们在那里遇到过的朋友。晚上10点30分抵达古城后我们找不到我们的客栈，是一位好心人帮助了我们；我们曾在古城外一处家庭餐馆就餐，老板和我们一起拍了照片，店里一位妇女还带我们认识了杂货店里不同的食物；还有从火车站把我们带到古城的那个当地的好心男孩，当然还有那些在客栈里帮助过我们的人。

我们在火车站的遭遇是很糟糕的，因为在那样寒冷的天气里，人在外面是会被冻坏的，所以有些贪婪的人会认为，在这样的境遇下，剥削新客人是可以得逞的。这种事在美国和澳大利亚有时也会发生。所以法律规定司机必须有出租车执照，并且必须打表行驶。如果派一些外国志愿者作为“神秘顾客”到火车站去试乘出租车，看看出租车司机是否在做正确的事，也许会有所帮助。我们在平遥车站遇到了窘迫的事情，但我们希望别的游客不再被平遥出租车司机问题而扫兴。

再次感谢您对我们的帮助。我们会高兴地告诉朋友们，平遥是令人难忘的中国闪光点，精彩不容错过。我们有数百张的照片，足以显示平遥是多么的美丽，以及我们在那里度过了多么美妙的时光！

谢谢平遥旅游发展委员会和平遥警方的一切帮助。我们永远不会忘记您们的帮助，我们欢迎您们访问美国和澳大利亚！