Message on January 22nd，Ctrip CEO Sun Jie accepted an exclusive interview with Sina Finance at the 2019 World Economic Forum Annual Meeting。In the context of a significant reduction in domestic airline ticket agency commissions，Sun Jie said that even if she loses money，Ctrip will not give up the air ticket business，Because this is the first stop for customers。

Talk about the labor costs behind a huge customer service team，Sun Jie said that she is indeed studying to reduce costs through technology，But when complications arise，Manual intervention is still required，So customer service team is required。

Talk about the current market anxiety about the economic outlook，Sun Jie said，In the long run，Remain cautiously optimistic about China’s economy。In his opinion，China’s infrastructure investment scale is unprecedented，This is great for tourism，At the same time, there is still considerable room for growth in the urbanization process。

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Sina Finance:As the leader of a large enterprise，What do you think of the current market anxiety about the economic outlook？ Will changes in economic expectations affect some of Ctrip’s current decisions?？

Sun Jie:We remain cautiously optimistic about China’s economy in the long run。A few reasons:

First，Our per capita GDP is more than 8,000 (USD)，The room for improvement is very large；Second，Our technology investment per capita is far ahead；Third，China’s infrastructure investment is unprecedented，Including investment in high-speed rail、Airport investment，This is a very good thing for tourism；Fourth，We still have a lot of room for urbanization。

If we fully tap the potential of urbanization，When so many people gather together，Thoughts will collide，There will be many opportunities。Look at America，Silicon Valley is the center of technology；Hollywood is the center of entertainment；New York is the center of finance；Chicago is the center of futures，It’s all because of the agglomeration effect of the city。If China can build according to the aggregate benefits of cities with tens of millions of people，There is still a lot of room for improvement。

Sina Finance:Many OTA companies are facing a decline in online dividends，The challenge of rising customer acquisition costs，Does Ctrip also face such challenges？How to deal with it？As a leading company，How to reduce the impact of industry cycle pains？Where will Ctrip’s future long-term profit growth be?？

Sun Jie:Ctrip should be a good product with its own traffic。Like our international air tickets，Our annual growth is very fast。Why？If you book international air tickets on Ctrip，We will soon recommend an international hotel that meets the needs of our guests。We just flew over from Paris，If the Paris plane cannot take off，We will sell train tickets soon。If there is a problem with the train，We will push the car soon，Provide one-stop service to guests。

If the transportation system is delayed，We will tell the hotel online that "the guest is late"，Let the pick-up and drop-off driver know。This one-stop service is very guaranteed for Ctrip guests，Guest satisfaction is very high。

I think winning the hearts of customers is the most important。Ctrip has done a few things，First of all, full service coverage。We promoted high-speed rail tours，Introduced international full-site service，Introduced global service SOS，For example, there was a shooting in Las Vegas、Ship capsized in Thailand、Tsunami in Japan, etc.。Whenever these situations occur，Ctrip’s service team is 100%、24 hours、365 days without interruption，Serve customers well。

Second，Because of technical investment，Know better what customers like，We can promote effective products，Save guests’ time，When guests are in danger，We will immediately use technical means to push information to guests，It is also a great guarantee for guests。

Third，Service Team。We are in Edinburgh now、Japan、South Korea、There are call centers in China，Monitoring guests’ movements 24 hours a day。Guests have arrived at the location，With local team leader。 All of this is to be able to be with customers，When guests have needs，We can help customers as soon as possible。

Sina Finance:In 2017, Ctrip opened more than 1,000 new Ctrip and Qunar brand franchise stores，Will this data further improve in 2018？From online to offline，How does Ctrip effectively manage these large numbers of franchise stores，What are Ctrip’s long-term offline goals？

Sun Jie:Yes，(These physical stores are concentrated) in fourth and fifth tier cities。Because the city is relatively small，If only there was a physical store downtown where everyone hangs out，Conducive to brand promotion and services，Guests will have higher trust in you。And online、Connect offline，The conversion rate of guests is very high。So，Currently we think this model is very good，Especially in areas where the Ctrip brand has not yet penetrated，Online、Together offline，It will greatly improve the efficiency of customer acquisition。

Sina Finance:Will it bring about some cost increases?

Sun Jie:Alright，We now see that we can basically recover the cost within one year。

Sina Finance:In the context of a significant reduction in domestic airline ticket agency commissions，Ctrip takes the initiative to promise that there will be no default checkbox，And not profiting from cancellations or changes，How does the company balance service costs and forward income？

Sun Jie:Yes，It is indeed very, very difficult，Because now even food delivery，There is a service fee for taking a taxi or buying a movie ticket。We believe that in order to support the service industry in the future of the country，A good policy will definitely be introduced。Now we are losing money，We must also serve our guests well。The first stop for guests is to book air tickets，So we must serve our guests well，It is indeed a big content for Ctrip。But no matter what，Even if you lose money，We are also customer-centric，Serve customers well。

Sina Finance:What is the specific situation of losing money?

Sun Jie:We have a credit card fee for each ticket，With service cost，We have nearly 10,000 employees on our ticket，Including nearly a thousand technical personnel，Five to six thousand customer service personnel，It is a very important service team。But this must be done。I believe in the government、Departments at all levels will definitely have good policies in the future to allow the service industry to reflect its value。

Sina Finance:Is it possible to reduce this labor cost in the future with the help of AI or more technological means？

Sun Jie:Yes，Continuously researching。For example, standard services can be provided by technical means。Our robot is also doing very well，The information is also very comprehensive、Accurate。But when extensive delays occur，Especially when complex situations occur，Manual intervention is still required。

Sina Finance:Ctrip currently holds relatively high cash reserves，Whether it will be further expanded at home and abroad in the future、Accelerate strategic investment，Expand business scale？Or further get involved in the airline field？

Sun Jie:We are not interested in being an airline，Because this is a very, very heavy one，And there is a very difficult business，But serving the airline and our mutual guests，This is Ctrip’s mission！Good service airline，They are our good partners。

*Source of this article: Sina Finance，Author: Wang Qian，Original title: "Conversation with Ctrip CEO Sun Jie: I won’t give up the air ticket business even if I lose money》.