在旅游业异军突起、旅游经济突飞猛进，甚至成为支柱性产业的同时，由于旅游服务质量等问题引发的旅游投诉事件也逐年攀升。旅游投诉情况是旅游服务质量一个重要反映，如果不能有效解决好投诉问题，势必影响旅游业的形象，影响旅游业的持续、健康、快速发展，影响旅游经济在国民经济中的重要地位。 本文通过以北京市海淀区旅游投诉调查与对策为研究对象，以海淀区旅游主管部门最新的旅游统计数据作为分析的依据，对2015年和2016年的旅游投诉相关资料进行分类整理和研究，明确了海淀区旅游投诉涉及到的各领域问题，并对其主要问题进行了梳理分析。从社会经济发展、旅游者自身、旅游服务质量、旅游企业诚信、旅游企业管理等方面进一步研究产生投诉的原因。在以投诉的基本情况为背景进行研究的基础上，阐述了政府部门在旅游投诉管理中发挥的重要作用，梳理了旅游管理部门和旅游投诉管理机构的组织架构、制度规章。重点从旅游投诉的渠道疏通、科学处置和及时反馈入手，对海淀区旅游投诉管理的具体做法和成效进行分析说明。同时，为找准提升投诉管理水平和效率的途径，论文探究了海淀区旅游投诉管理存在问题，挖掘了问题存在的主要原因，并将这些问题和原因总结归纳为制度机制方面、方法手段方面、工作人员方面的内容。这些研究工作，为提升海淀区旅游投诉管理的效率而提出合理、可行的建议对策，提供了明确的指向。 在进一步肯定当前旅游主管部门及相关单位有效处理旅游投诉问题基础上，本论主要从以下几个角度提出了规范海淀区旅游投诉管理的对策建议：首先是从完善旅游投诉管理机制的角度，提出了健全旅游投诉制度规范、健全合理投诉引导机制的对策建议；其次是从改进旅游投诉管理的方法手段的角度，提出了构建便捷有效的网络旅游投诉平台、完善旅游投诉处理联合执法体系以及拓展旅游投诉公共宣传的对策建议；最后是从加强旅游投诉管理人员素质建设的角度，提出了明确投诉管理人员素质建设的标准要求和完善投诉管理人员素质建设的制度规范的对策建议。这些对策建议对进一步解决海淀区投诉管理问题，为政府部门更好地实施旅游投诉管理提供了重要的借鉴和参考。

At the same time, tourism complaints are rising year by year due to the quality of tourism service. The situation of tourist complaints is an important reflection of the quality of tourism service. If the problem of complaint can not be solved effectively, it is bound to affect the image of the tourism industry, affect the sustainable, healthy and rapid development of the tourism industry, and affect the important position of the tourism economy in the national economy. By taking the investigation and countermeasures of Haidian District tourism complaint in Beijing as the research object, taking the latest tourism statistics data of Haidian District tourism competent department as the basis of analysis, this paper classifies and studies the related information of tourism complaints in 2015 and 2016, and clarifies the problems involved in Haidian District tourism complaints. The main problems are analyzed and analyzed. The causes of complaints are further studied from the aspects of social and economic development, tourists themselves, tourism service quality, integrity of tourism enterprises and management of tourism enterprises. On the basis of the research on the basic situation of complaints, this paper expounds the important role played by the government departments in the management of tourism complaints, and combs the organizational structure and regulations of the tourism management departments and the tourism complaints management institutions. Starting from the dredging, scientific disposal and timely feedback of tourist complaints, this paper analyzes and explains the specific practices and effects of the management of tourist complaints in Haidian District. At the same time, in order to find the way to improve the level and efficiency of the complaint management, the paper explores the problems in the Haidian District tourism complaint management, excavates the main reasons for the problems, and summarizes the problems and reasons into the system mechanism, methods and means, and the contents of the staff. These research work provides a clear direction in improving the efficiency of Haidian District tourist complaints management, putting forward reasonable and feasible suggestions and countermeasures. On the basis of further affirming the current tourism authorities and relevant units to deal with the problem of tourist complaints effectively, this paper puts forward the countermeasures and suggestions to improve the efficiency of Haidian District tourism complaints management mainly from the following points: first,it puts forward a sound tourism complaint system standard from the perspective of improving the management mechanism of tourism complaints;Secondly, from the angle of improving the methods and means of tourism complaint management, it puts forward the construction of convenient and effective network tourism complaint platform, perfect tourism complaint handling joint law enforcement system and the countermeasures to expand tourism complaint public propaganda; Finally, from the angle of strengthening the quality construction of the tourist complaints management personnel,the paper puts forward the standard requirements for the quality construction of the complaint management personnel and the countermeasures and suggestions to improve the quality construction of the complaint management personnel. These suggestions provide an important reference for government departments to implement the management of tourist complaints in order to solve the problem of complaints management further in Haidian District.