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1、在线旅游经营服务管理暂行规定文化和旅游部令第4号在线旅游经营服务管理暂行规定已经 2020年7月20日文化和旅游部部务会议审议 通过，现予发布，自2020年10月1日起施 行。部长胡和平2020年8月20日在线旅游经营服务管理暂行规定第一章总则第一条为保障旅游者合法权益，规范在 线旅游市场秩序，促进在线旅游行业可持续发 展，依据中华人民共和国旅游法中华人 民共和国消费者权益保护法中华人民共和 国网络安全法中华人民共和国电子商务在线旅游经营服务管理暂行规定InterimProvisionsfortheAdministrationofOnlineTourismOperatingServices发文
2、机关:文化和旅游部Promulgatedby：MinistryofCultureandTourism发布日期：2020.08.20PromulgationDate：2020.08.20生效日期：2020.10.01EffectiveDate：2020.10.01文号：文化和旅游部令DocumentNo.：DecreeNo.4oftheMinistryof第4号CultureandTourismInterimProvisionsfortheAdministrationofOnlineTourismOperatingServicesDecreeNo.4oftheMinistryofCulturea
3、ndTourismTheInterimProvisionsfortheAdministrationofOnlineTourismOperatingServices,adoptedupondeliberationattheexecutivemeetingoftheMinistryofCultureandTourismon20July2020,areherebypromulgated,effective1October2020.HuHeping,Minister20August2020InterimProvisionsfortheAdministrationofOnlineTourismOpera
4、tingServicesChapter I GeneralProvisionsArticle1TheseProvisionsareenactedinaccordancewiththeTourismLawofthePeoplesRepublicofChina,theLawofthePeoplesRepublicofChinaontheProtectionofRightsandInterestsofConsumers,theCybersecurityLawofthePeoplesRepublicofChina,theE-commerceLawofthePeoplesRepublicofChina,
5、theRegulationonTravelAgenciesandotherrelevantlawsandadministrativeregulationstoprotect法旅行社条例等相关法律、行政法规， 制定本规定。第二条 在中华人民共和国境内提供在线 旅游经营服务，适用本规定。本规定所称在线旅游经营服务，是指通过 互联网等信息网络为旅游者提供包价旅游服务 或者交通、住宿、餐饮、游览、娱乐等单项旅 游服务的经营活动。第三条本规定所称在线旅游经营者，是 指从事在线旅游经营服务的自然人、法人和非 法人组织，包括在线旅游平台经营者、平台内 经营者以及通过自建网站、其他网络服务提供 旅游服务的经营
6、者。本规定所称平台经营者，是指为在线旅游 经营服务交易双方或者多方提供网络经营场 所、交易撮合、信息发布等服务的法人或者非 法人组织。本规定所称平台内经营者，是指通过平台 经营者提供旅游服务的在线旅游经营者。第四条在线旅游经营者提供在线旅游经 营服务，应当遵守社会主义核心价值观的要 求，坚守人身财产安全、信息内容安全、网络thelegitimaterightsandinterestsoftourists,regulatetheorderofonlinetourismmarketandpromotethesustainabledevelopmentofonlinetourismindustry.
7、Article2TheseProvisionsshallapplytoonlinetourismoperatingservicesprovidedwithintheterritoryofthePeoplesRepublicofChina.ForthepurposesoftheseProvisions,thetermonlinetourismoperatingservicesreferstotheoperatingactivitiesofprovidingtouristswithpackagetourservicesoranyindividualtourismservicesuchastrans
8、portation,accommodation,catering,sightseeingandentertainmentviatheInternetandotherinformationnetworks.Article3ForthepurposeoftheseProvisions,onlinetourismoperatorsrefertonaturalpersons,legalpersonsandunincorporatedorganizationsengagedinonlinetourismoperatingservices,includingoperatorsofonlinetourism
9、platforms,businessoperatorsusingtheplatformandbusinessoperatorsprovidingtourismservicesthroughtheirself-builtwebsitesorotheronlineservices.Theplatformoperatorsmentionedhereinrefertolegalpersonsorunincorporatedorganizationsthatprovidetwoormorepartiestoonlinetourismbusinessservicetransactionswithservi
10、cessuchasonlinebusinessplaces,transactionmatchmaking,informationrelease,etc.Thebusinessoperatorsusingtheplatform1mentionedhereinrefertoonlinetourismoperatorsprovidingtourismservicesthroughplatformoperators.Article4Onlinetourismoperatorsprovidingonlinetourismoperatingservicesshallabidebytherequiremen
11、tsofsocialistcorevalues,adheretothebottomlineofpersonalandpropertysecurity,informationcontentsecurityandcybersecurity,安全等底线，诚信经营、公平竞争，承担产品 和服务质量责任，接受政府和社会的监督。第五条文化和旅游部按照职责依法负责 全国在线旅游经营服务的指导、协调、监管工 作。县级以上地方文化和旅游主管部门按照职 责分工负责本辖区内在线旅游经营服务的监督 管理工作。第六条各级文化和旅游主管部门应当积 极协调相关部门在财政、税收、金融、保险等 方面支持在线旅游行业发展，保障在线
12、旅游经 营者公平参与市场竞争，充分发挥在线旅游经 营者在旅游目的地推广、旅游公共服务体系建 设、旅游大数据应用、景区门票预约和流量控 制等方面的积极作用，推动旅游业高质量发 展。第二章运营第七条在线旅游经营者应当依法建立旅 游者安全保护制度，制定应急预案，结合有关 政府部门发布的安全风险提示等信息进行风险 监测和安全评估，及时排查安全隐患，做好旅 游安全宣传与引导、风险提示与防范、应急救operateingoodfaithandcompeteinafairmanner,assumeproductandservicequalityresponsibility,andsubjectthemselv
13、estothesupervisionbygovernmentandthesociety.Article5TheMinistryofCultureandTourismshallexofficioberesponsibleforguiding,coordinatingandsupervisingtheonlinetourismoperatingservicesnationwideinaccordancewiththelaw,andlocalcompetentcultureandtourismauthoritiesatorabovethecountylevelshallkeachargeofthes
14、upervisionandadministrationofonlinetourismoperatingserviceswithintheirrespectivejurisdictionsaordingtothedivisionofresponsibilities.Article6Thecompetentcultureandtourismauthoritiesatalllevelsshallactivelycoordinatewithrelevantauthoritiestosupportthedevelopmentofonlinetourismindustryintermsoftreasury
15、,taxation,financeandinsurance,guaranteeonlinetourismoperatorsfairparticipationinmarketcompetition,givefullplaytotheactiveroleofonlinetourismoperatorsinpromotingtourismdestinations,buildingthepublicservicesystemfortourism,applyingtourismbigdata,scenicspotticketbookingandtrafficcontrol,andpromotehigh-
16、qualitydevelopmentofthetourismindustry.Chapter II OperationArticle7Anonlinetourismoperatorshall,inaccordancewiththelaw,establishatouristsafetyprotectionsystem,formulateanemergencyplan,conductriskmonitoringandsafetyevaluationinlightofthesafetyriskwarningandotherinformationreleasedbyrelevantgovernment
17、departments,identifypotentialsafetyhazardsinatimelymanner,andeffectivelypublicizeandguidetourismsafety,助与处置等工作。第八条在线旅游经营者发现法律、行政 法规禁止发布或者传输的信息，应当立即停止 传输该信息，采取消除等处置措施防止信息扩 散，保存有关记录并向主管部门报告。平台经营者应当对上传至平台的文字、图 片、音视频等信息内容加强审核，确保平台信 息内容安全。第九条 在线旅游经营者应当按照中华 人民共和国网络安全法等相关法律规定，贯 彻网络安全等级保护制度，落实网络安全管理 和技术措施，制
18、定网络安全应急预案，并定期 组织开展演练，确保在线旅游经营服务正常开 展。第十条在线旅游经营者经营旅行社业务 的，应当依法取得旅行社业务经营许可。第十一条平台经营者应当对平台内经营 者的身份、地址、联系方式、行政许可、质量 标准等级、信用等级等信息进行真实性核验、 登记，建立登记档案，并定期核验更新。平台经营者应当督促平台内经营者对其旅provideriskwarningandprevention,offeremergencyrescueanddisposal,etc.Article8Whereanyonlinetourismoperatorfindsanyinformationwhosere
19、leaseortransmissionisprohibitedbylawsandadministrativeregulations,itshallimmediatelystopthetransmissionofsuchinformation,takedisposalmeasuressuchaseliminationtopreventtheinformationfromspreading,keeprelevantrecordsandreportthesametothecompetentauthority.Anyplatformoperatorshallstrengthentheexaminati
20、onoftext,pictures,audioandvideosandotherinformationuploadedtotheplatformtoensuretheinformationcontentsecurityoftheplatform.Article9Onlinetourismoperatorsshall,inaccordancewiththeCybersecurityLawofthePeoplesRepublicofChinaandotherrelevantlaws,implementthegradedprotectionsystemforcybersecurity,carryou
21、tcybersecuritymanagementandtechnicalmeasures,formulatecontingencyplansforcybersecurity,andregularlyorganizedrillstoensurethenormaloperationofonlinetourismservices.Article10Tooperatetravelagencybusinesses,anonlinetourismoperatorshallobtainabusinesspermitfortravelagenciesaccordingtothelaw.Article11Apl
22、atformoperatorshallverifytheauthenticityofandregistertheidentity,address,contactinformation,administrativelicensing,qualitystandardgrade,creditratingandotherinformationofabusinessoperatorusingtheplatform,establishregistrationfiles,andverifyandupdatesuchfilesonaregularbasis.Aplatformoperatorshallurge
23、thebusinessoperatorusingtheplatformtoverifytheauthenticityofandregisterrelevantinformationofits游辅助服务者的相关信息进行真实性核验、登 记。第十二条在线旅游经营者应当提供真 实、准确的旅游服务信息，不得进行虚假宣 传；未取得质量标准、信用等级的，不得使用 相关称谓和标识。平台经营者应当以显著方式 区分标记自营业务和平台内经营者开展的业 务。在线旅游经营者为旅游者提供交通、住 宿、游览等预订服务的，应当建立公开、透 明、可查询的预订渠道，促成相关预订服务依 约履行。第十三条在线旅游经营者应当保障旅游
24、者的正当评价权，不得擅自屏蔽、删除旅游者 对其产品和服务的评价，不得误导、引诱、替 代或者强制旅游者做出评价，对旅游者做出的 评价应当保存并向社会公开。在线旅游经营者 删除法律、法规禁止发布或者传输的评价信息 的，应当在后台记录和保存。第十四条在线旅游经营者应当保护旅游 者个人信息等数据安全，在收集旅游者信息时 事先明示收集旅游者个人信息的目的、方式和auxiliarytourismserviceproviders.Article12Anonlinetourismoperatorshallprovidetrueandaccuratetourismserviceinformationandsha
25、llnotmakefalsepublicity;andshallnotuserelevanttitlesandlogoswithoutqualitystandardsandcreditrating.Aplatformoperatorshalldistinguishandlabelitsselfoperatedbusinessfromthebusinesscarriedoutbyotherbusinessoperatorsusingtheplatforminanoticeableway.Whereanonlinetourismoperatorprovidestouristswithtranspo
26、rt,accommodation,sightseeingandotherreservationservices,itshallestablishopen,transparentandsearchablereservationchannelstofacilitatetheperformanceofrelevantreservationservicesasagreed.Article13Anonlinetourismoperatorshallprotecttouristsrighttoproperevaluation,andshallnotarbitrarilyblockordeleteanyev
27、aluationmadebytouristsonitsproductsandservices,ormislead,induce,replaceorforcetouriststomakeevaluation,andshallkeeptheevaluationmadebytouristsandmakepublicthesame.Whereanonlinetourismoperatordeletesanycommentinformationwhosereleaseortransmissionisprohibitedbylawsandregulations,itshallrecordandkeepsu
28、chinformationinthebackground.Article14Anonlinetourismoperatorshallprotecttouristspersonalinformationandotherdatasecurity.Whencollectingtourists*information,theonlinetourismoperatorshallexpresslystateinadvancethepurpose,methodandscopeofcollectionoftouristspersonalinformation,andobtaintheconsentof范围，并
29、经旅游者同意。在线旅游经营者在签订包价旅游合同或者出境旅游产品代订合同时，应当提示旅游者提供紧急联络人信息。第十五条在线旅游经营者不得滥用大数据分析等技术手段，基于旅游者消费记录、旅游偏好等设置不公平的交易条件，侵犯旅游者合法权益。第十六条在线旅游经营者为旅游者提供包价旅游服务的，应当依法与旅游者签订合同，并在全国旅游监管服务平台填报合同有关信息O第十七条经营旅行社业务的在线旅游经营者应当投保旅行社责任险。在线旅游经营者应当提示旅游者投保人身意外伤害保险。销售出境旅游产品时，应当为有购买境外旅游目的地保险需求的旅游者提供必要协助。第十八条在线旅游经营者应当协助文化和旅游主管部门对不合理低价游进
30、行管理，不得为其提供交易机会。tourists. When signing the package tour contract or the contract for outbound tour products on a commission basis, an online tourism operator shall remind tourists of providing information on emergencycontact.Article 15 Online tourism operators shall not abuse big data analysis or oth
31、er technical means to set unfair trading conditions based on tourists1 consumption records and tourism preferences, thus infringing upon the legitimate rights and interests of tourists.Article 16 Where an online tourism operator provides tourists with package tour services, it shall enter into a con
32、tract with tourists in accordance with the law and submit relevant contract information to the nationaltourism supervision service platform.Article 17 An online tourism operator engaging in travel agency businesses shall purchase travel agency liability insurance. An online tourism operator shall re
33、mind tourists to buy personal accident injury insurance. When selling outbound tourism products, it shall provide necessary assistance to tourists who are in need of insurance coverage for overseas traveldestinations.Article 18 Online tourism operators shall assist the competent culture and tourism
34、authorities in administering unreasonable low-price tours and shall not provide any trading opportunity for such tours.Article 19 A platform operator shall, in accordance第十九条平台经营者应当对平台内经营者服务情况、旅游合同履行情况以及投诉处理 情况等产品和服务信息、交易信息依法进行记 录、保存，进行动态管理。第二十条社交网络平台、移动应用商店 等信息网络提供者知道或者应当知道他人利用 其服务从事违法违规在线旅游经营服务，或者
35、 侵害旅游者合法权益的，应当采取删除、屏 蔽、断开链接等必要措施。第二十一条平台经营者应当在首页显著 位置公示全国旅游投诉渠道。平台内经营者与旅游者发生旅游纠纷的， 平台经营者应当积极协助旅游者维护合法权 益。鼓励平台经营者先行赔付。第二十二条平台经营者发现以下情况， 应当立即采取必要的救助和处置措施，并依法 及时向县级以上文化和旅游主管部门报告：（一）提供的旅游产品或者服务存在缺 陷，危及旅游者人身、财产安全的；（二）经营服务过程中发生突发事件或者withthelaw,record,keepanddynamicallymanagetheproductandserviceinformation
36、andtransactioninformationsuchastheservicesprovidedbythebusinessoperatorsusingtheplatform,theperformanceoftourcontractsandthehandlingofcomplaintsetc.Article20Whereasocialnetworkplatform,mobileapplicationstoreoranyotherinformationnetworkproviderknowsorshouldknowthatanyotherpersonusesitsservicestoengag
37、einillegalonlinetourismbusinessservicesorinfringesonthelegitimaterightsandinterestsoftourists,itshalltakenecessarymeasuressuchasdeletion,shieldinganddisconnectionoflinks.Article21Aplatformoperatorshallmakepublicthenationaltourismcomplaintchannelsinaprominentpositiononitshomepage.Incaseofanytourismdi
38、sputebetweenabusinessoperatorusingtheplatformandtourists,theplatformoperatorshallactivelyassisttouristsinmaintainingtheirlegitimaterightsandinterests.Theplatformoperatorisencouragedtomakeindemnityinadvance.Article22Aplatformoperatorshall,whenfindingoutanyofthefollowingcircumstances,immediatelytakene
39、cessaryassistanceanddisposalmeasuresandtimelyreportthesametothecompetentcultureandtourismauthorityatorabovethecountylevelaccordingtolaw:(1)thetourismproductsorservicesprovidedhavedefects,endangeringthepersonalandpropertysafetyoftourists;(2) theemergenciesortourismsafetyaccidentsoccurintheprocessofbu
40、sinessservice;旅游安全事故的;(3) thebusinessoperatorusingtheplatformoperates（）平台内经营者未经许可经营旅行社 业务的；（四）出现法律、法规禁止交易的产品或 者服务的；（五）其他应当报告的事项。第三章监督检查第二十三条各级文化和旅游主管部门应 当建立日常检查、定期检查以及与相关部门联 合检查的监督管理制度，依法对在线旅游经营 服务实施监督检查，查处违法违规行为。在监督检查过程中，县级以上文化和旅游 主管部门要求在线旅游经营者提供相关数据信 息的，在线旅游经营者应当予以配合。县级以 上文化和旅游主管部门应当采取必要措施保护 数据信息的
41、安全。第二十四条县级以上文化和旅游主管部 门对有不诚信经营、侵害旅游者评价权、滥用 技术手段设置不公平交易条件等违法违规经营 行为的在线旅游经营者，可以通过约谈等行政 指导方式予以提醒、警示、制止，并责令其限 期整改。travelagencybusinesseswithoutpermission;(4) thereareproductsorservicesprohibitedbylawsandregulationsfromtrading;or(5) othermattersthatshallbereported.ChapterIIISupervisionandInspectionArticle
42、23Thecompetentcultureandtourismauthoritiesatalllevelsshallestablishasupervisionandadministrationsystemforroutineinspection,regularinspectionandjointinspectionwithrelevantauthorities,superviseandinspecttheonlinetourismoperatingservices,andinvestigateandpunishviolationsoflawsandregulationsinaccordance
43、withthelaw.Intheprocessofsupervisionandinspection,wherethecompetentcultureandtourismauthoritiesatorabovethecountylevelrequiretheonlinetourismoperatorstoproviderelevantdataandinformation,theonlinetourismoperatorsshallcooperate.Thecompetentcultureandtourismauthoritiesatorabovethecountylevelshalltakene
44、cessarymeasurestoprotectthesecurityofdataandinformation.Article24Thecompetentcultureandtourismauthoritiesatorabovethecountylevelmayremind,warnorstoponlinetourismoperatorswhichcarryoutbusinessactivitiesinviolationoflawsandregulations,suchasoperatingbusinessinbadfaith,infringingupontourists*evaluation
45、rightsandabusingtechnicalmeanstosetunfairtradingconditions,byarrangingtalkswiththemoradoptingotheradministrativeguidanceandorderthemtomakecorrectionswithinaprescribedtimelimit.第二十五条在线旅游经营服务违法行为由实施违法行为的经营者住所地县级以上文化和旅游主管部门管辖。不能确定经营者住所地的，由经营者注册登记地或者备案地、旅游合同履行地县级以上文化和旅游主管部门管辖。受理在线旅游经营服务相关投诉，参照前款处理。第二十六条
46、县级以上文化和旅游主管部门依法建立在线旅游行业信用档案，将在线旅游经营者市场主体登记、行政许可、抽查检查、列入经营异常名录或者严重违法失信企业名单、行政处罚等信息依法列入信用记录，适时通过全国旅游监管服务平台或者本部门官方网站公示，并与相关部门建立信用档案信息共享机制，依法对严重违法失信者实施联合惩戒措施。Article 25 An online tourism operator committing an illegal act of operating services shall fall under the jurisdiction of the competent culture a
47、nd tourism authority at or above the county level of the domicile of such operator. If the domicile of the operator cannot be determined, the competent culture and tourism authority at the county level or above of the place where the operator is registered or filed or the place where the tour contra
48、ct is performed shall have jurisdiction. The acceptance of complaints relating to online tourism business services shall be handled with reference to the provisions set out in the preceding paragraph.Article 26 The competent culture and tourism authority at or above the county level shall, in accordance with the law, establish credit files for the online tourism industry, include the information on the registration of market players of online tourism operators, administrative licensing, random inspection and check, inclusion in the list of enterprises with abnormal operations or
