A consumer complaint platform has released its 2025 industry rankings covering 21 sectors including online travel agencies, general e-commerce, and automotive. The rankings were calculated based on multiple weighted factors including valid complaint volume, response rate plus confirmed resolution count, reply rate, completion rate, response time, and initial assignment time, objectively reflecting companies' complaint handling performance throughout 2025.
This year, consumers reported an incident where they booked October accommodation in Langkawi through Agoda in July. The platform unilaterally canceled the reservation one day before check-in citing "price errors." With departure scheduled for the following day, consumers were forced to hastily select a "fan room" among three alternative options, where poor conditions severely compromised their experience. Despite three hours of communication with the platform, no resolution was reached. The platform failed to detect the alleged "price error" for two months after confirming the booking, only canceling immediately before check-in in what consumers suspect constitutes fraudulent behavior. Agoda accumulated 581 complaints with a response rate of merely 58.52%.
By the end of 2025, the complaint platform had received nearly 31.95 million valid complaints, with approximately 24.75 million consumer disputes receiving responses from companies. The annual industry rankings fairly and transparently reflect businesses' service attitudes and quality in handling consumer disputes based on their annual complaint data. These rankings aim to establish exemplary service standards for the industry while simultaneously monitoring and exposing irresponsible companies to provide consumers with reference guidance for their purchasing decisions.
The platform reminds consumers that its dispute resolution services remain free of charge. Any claims of fees for complaint resolution made under the platform's name or by alleged partners constitute impersonation and fraud. Consumers should remain vigilant and report such accounts to official channels while contacting law enforcement.
After filing complaints, dispute resolution occurs directly between consumers and the concerned companies. The platform's customer service will not proactively contact users to assist with refunds. Consumers should utilize official channels for dispute resolution and avoid trusting third-party agents promising refund services to prevent scams, reporting any fraudulent activity to authorities immediately.
Official complaint channels currently include: - The platform's official website - Mobile application (downloadable from authorized app stores) - Mini-programs (available on WeChat, Baidu, Alipay, Douyin, Kuaishou, and DingTalk)
Suspected impersonation accounts should be reported to the official email address. To prevent personal information leakage and scams, consumers should: 1. Review complaint texts and image evidence for exposed personal details before submission 2. Rely solely on official resolution channels rather than private messages or unverified contacts 3. Never share bank details, passwords, ID numbers, or verification codes with strangers 4. Exercise caution with international calls displaying suspicious names 5. Recognize that legitimate companies process refunds through original payment channels
The platform currently focuses resources on resolving actual consumption-related disputes to better serve consumers.
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