在线旅游平台“不可取消”规则的权利冲突与救济

Rights Conflicts and Remedies of the “Non-Cancellable” Rule on Online Travel Platforms

摘要: 随着在线旅游行业的快速发展，携程、美团等在线旅游平台推出的“不可取消”预订规则已成为行业普遍现象。该规则以格式条款形式存在，在平衡平台、酒店与消费者三方利益的同时，也引发了激烈的权利冲突——平台与酒店的经营自主权、收益保障权与消费者的公平交易权、合同解除权之间的矛盾日益凸显。本文以《中华人民共和国民法典》《中华人民共和国消费者权益保护法》为法律依据，结合司法实践中的典型案例，剖析“不可取消”规则引发的权利冲突本质，探讨该规则的合法性边界与效力认定标准，并从立法完善、司法裁判、行政监管、行业自律四个维度，提出化解权利冲突、保障消费者合法权益的救济路径，为在线旅游行业的规范发展提供法学理论支持与实践参考。

Abstract: With the rapid development of the online travel industry, the “non-cancellable” booking policy launched by online travel platforms such as Ctrip and Meituan has become a common phenomenon in the industry. This policy exists in the form of standard terms and, while balancing the interests of platforms, hotels, and consumers, has also triggered intense conflicts of rights—the contradictions among the operational autonomy and revenue protection rights of platforms and hotels, and the fair transaction rights and contract termination rights of consumers have become increasingly prominent. Based on the Civil Code of the People’s Republic of China and the Consumer Rights Protection Law of the People’s Republic of China, combined with typical cases in judicial practice, this article analyzes the essence of the conflicts of rights caused by the “non-cancellable” policy, explores the legal boundaries and effectiveness determination standards of this policy, and proposes remedies for resolving rights conflicts and protecting consumers’ legitimate rights from four dimensions: legislative improvement, judicial judgment, administrative supervision, and industry self-regulation, providing both theoretical legal support and practical reference for the standardized development of the online travel industry.