From October 20 to 22, along the banks of the Huangpu River in Shanghai, the 2026 Sustainable Global Leaders Conference will return once again. Nobel Prize and Turing Award winners will take the stage to discuss the future and trends of technology, and the popular professor who helps "rescue" people from anxiety and the era of involution, Michael Macfarlane, will hold a live dialogue with Xiang Biao!
Limited seats are available, so those who delay may miss out. Let us join together for this appointment with sustainability! [Click to register] The Black Cat Big Data Center, together with the Black Cat Complaint [Download the Black Cat Complaint client] platform, released the "Black Cat Complaint 2026 Mid-Autumn Festival and National Day Consumer Complaint Data Report." The report uses September 25 to October 7 as its statistical period and focuses on popular consumer industries such as travel and transportation and entertainment ticketing, aiming to sort out complaint trends and hot issues during the Mid-Autumn Festival and National Day holidays.
Travel and transportation complaints exceed 22,000 cases
Black Cat Complaint data shows that during the two holidays, complaints in the travel and transportation industry exceeded 22,000 cases. From the perspective of complaint trends, travel demand during the National Day holiday was released in a concentrated manner. Affected by bookings for transportation and accommodation, complaint volume rose sharply before the holiday and reached a peak on October 1, with more than 2,000 complaints that day.
OTA and ride-hailing each account for more than 40% of travel and transportation complaints
Among complaints in the travel and transportation industry, the OTA sector had the highest share, reaching 43.55%, followed by ride-hailing at 42.64%. In addition, airports and airlines accounted for 5%, and hotels and homestays accounted for 3.92%.
OTA complaints near 9,700 cases
During the two holidays, complaints in the OTA sector on the Black Cat Complaint platform were close to 9,700 cases. Complaint volume continued to climb before National Day and reached a peak on October 3, with 1,000 complaints that day, before gradually falling back.
Hotel bookings account for 60% of OTA complaints
Among complaints in the OTA sector, complaints related to hotel bookings accounted for as much as 60%. The problems were mainly concentrated in consumers being refused when applying to cancel orders by platforms or merchants citing the standard clause "non-cancellable," or being charged high handling fees. Next were complaints related to flight bookings, accounting for 15.77%. The main problems included high handling fees for refunds and changes, flight delays or cancellations, and no refund of the price difference after ticket price reductions.
Ride-hailing complaints surge on National Day itself
During the two holidays, complaints in the ride-hailing sector on the Black Cat Complaint platform were close to 9,500 cases. Complaint volume surged on National Day itself. On one hand, after arriving at their destinations, travelers often chose ride-hailing for short-distance trips, exposing consumer problems such as arbitrary charges and detours. On the other hand, many drivers complained that platforms did not honor activity rewards. In the later part of the holiday, the return travel peak once again pushed up ride-hailing complaint volume.
Airport and airline complaints show clear growth before National Day
During the two holidays, complaints in the airport and airline sector on the Black Cat Complaint platform exceeded 1,100 cases. Affected by flight bookings, complaint volume fluctuated upward before National Day, with the peak appearing on September 28, when there were 120 complaints that day.
High refund and change fees account for more than 40%
Among complaints related to airports and airlines, high refund and change fees were the main issue, accounting for more than 40%. Consumers generally reported that even when applying for a refund or change many days in advance, they were still charged high handling fees. Complaints about flight price reductions and flight delays or cancellations accounted for 17.28% and 9.45%, respectively. Compared with data from the 2025 National Day and Mid-Autumn Festival holiday, selected from September 26 to October 8, the share of complaints about high refund and change fees this year fell slightly by 2 percentage points. After the chaos surrounding flight refunds and changes was exposed in August, related issues received high attention from the industry and society. At present, the China Air Transport Association is leading the formulation of group standards, requiring ticketing platforms to publicly disclose refund and change rules in a prominent manner, with plans to release and implement them within the year. In addition, the share of complaints about flight delays or cancellations rose slightly by 2 percentage points.
Cultural and sports consumption booms, ticketing complaints near 1,500 cases
During the two holidays, the cultural and sports consumption market was highly active, with various concerts and sports events held intensively, and National Day film releases also concentrated in theaters. Driven by the booming market, complaints related to entertainment ticketing on the Black Cat Complaint platform approached 1,500 cases, with complaint volume rising sharply on the eve of National Day.
Offline performances account for a high share, with serious refund difficulties
Among entertainment ticketing complaints, complaints related to offline performances had the highest share, exceeding 60%, while films and events accounted for 17% and 8.84%, respectively. Difficulty in getting refunds is the core issue in ticketing complaints. When consumers cannot attend a performance or event due to itinerary changes and apply for a refund, platforms often refuse on grounds such as "no refunds or exchanges," "the refund deadline has passed," or "this affects resale."
Finally, Black Cat once again reminds consumers: Black Cat Complaint does not charge any fees to help consumers resolve consumer disputes. Anyone who charges in the name of the platform's official team or partners to resolve complaints is impersonating the platform or committing fraud. Consumers are asked to remain vigilant, promptly report relevant accounts to the platform's official channels, and call the police. After a complaint is initiated on the Black Cat platform, dispute handling will involve the complained-against enterprise contacting and communicating with the consumer. Black Cat platform will not have customer service personnel proactively contact consumers to assist with refunds! Please also choose official channels to resolve consumer disputes. Do not easily trust third-party organizations or individuals offering agency refund services to avoid being deceived. If you encounter fraud, please report it to the police promptly. The official channels through which consumers can currently file complaints are: the "Black Cat Complaint" official website, https://tousu.sina.com.cn/, the "Black Cat Complaint" client, which should be downloaded from a legitimate app store, and the "Black Cat Complaint" mini program on WeChat, Baidu, Alipay, and Douyin. If everyone discovers counterfeit accounts, they can send the information of the counterfeit accounts to the official Black Cat email address: heimaotousu@vip.sina.com. To prevent personal information leakage and fraud, please pay attention to the following matters: 1. Before submitting a complaint, please carefully check whether the complaint text and image evidence expose private information such as your name, contact information, address, order number, or courier tracking number. If the submitted images involve private information, please hide the images or mask them in advance. 2. Please choose official channels to resolve consumer disputes. Do not easily trust dispute resolution methods, contact information, or accounts claiming to be staff members provided through private messages or comment sections on the platform. Do not casually add strangers through QQ, WeChat, or other means, and especially guard against statements such as "pay money and your case will be prioritized" or "there are special channels that can help process refunds." 3. Please do not provide bank card numbers, passwords, ID numbers, verification codes, or other information to strangers, and do not casually transfer money through QR codes or unknown links to guard against fraud. If you encounter fraud, please call the police promptly. 4. Please remain vigilant against overseas calls beginning with 00, and do not easily trust the displayed name when the call comes in. 5. After legitimate enterprise customer service handles a complaint, refunds will be returned through the consumer's original payment channel. If the other party requests a refund through other channels such as QQ, Alipay, WeChat, or website links, please remain vigilant and avoid providing personal information or carrying out transfer operations such as paying "unfreezing funds," "verification funds," or "deposits." In order to concentrate resources and strength to better serve everyone, Black Cat Complaint currently only accepts complaints related to disputes encountered by consumers during actual consumption. Please also understand and support this.
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