On August 4th in the afternoon, a power outage suddenly occurred at the Terracotta Warriors and Horses Museum in Xi’an. Some areas of the museum plunged into darkness, with Pit 2, Pit 3, and the artifact exhibition hall being temporarily closed to the public. However, ticket checks continued, allowing visitors to enter. Due to the ticket revenue going directly into the financial system, the museum could not process refunds for the visitors, leading to controversy.
Multiple visitors who toured the Terracotta Warriors and Horses Museum took to social media on August 5th to recount their experiences. They described how they encountered a power outage during their visit on the 4th, resulting in parts of the museum being shrouded in darkness, forcing visitors to use their phone lights to navigate. Videos showed tourists using their phone flashlights to capture images of the terracotta warriors inside the fenced areas.
One visitor, “Dazhi,” shared on social media that they queued outside the park in the rain around 1 pm on August 4th. Upon entering the park, they faced a sudden blackout in the core pits 1, 2, and 3, relying only on emergency lighting. The dark and dimly lit conditions made it impossible for visitors to properly explore. When inquired with the staff on-site, they were informed that it was due to a power company malfunction, with no estimated restoration time.
According to Red Star News, Ms. Zhang from Guangdong mentioned that around 1:50 pm on the 4th, she arrived at the iconic entrance of the Terracotta Warriors and Horses, waiting in line for over 30 minutes before realizing the power outage upon entering Pit 1, where the security scanner had switched to manual. It was then that she became aware of the blackout.
Inside Pit 1, natural light seeped through the skylight design, providing some brightness, although the crowds were dense. Moving towards Pit 3, it was notably dimmer. Exiting Pit 3 and proceeding to Pit 2, it was pitch black, prompting her to leave immediately without lingering.
Moreover, during the power outage, the staff continued with ticket inspections, sparking questions from the visitors.
On the morning of the 5th, a visitor from Guangdong shared with the Xiaoxiang Morning Post that they only discovered certain areas were temporarily closed after queuing for entry. Due to the blackout, Pit 1 was stuffy and hot, leading to chaotic scenes. The museum was unable to process refunds on the spot, opting to register the visitors’ information for a complimentary return visit within the next two years.
Addressing the visitor’s queries on why ticket checks persisted during the power outage, the staff mentioned ongoing communication and feedback coordination with various museum departments. They also clarified that the on-site staff continuously explained and advised visitors post the blackout, acknowledging that some visitors insisted on exploring.
Red Star News, inquiring as a citizen, contacted the tourism complaint hotline in Lintong District. The staff attributed the power outage to equipment aging.
Regarding refund matters, the staff explained that all ticket revenue flows directly into the financial system, restricting the museum’s ability to facilitate refunds. The current policy allows visitors to re-enter the scenic area for free within two years based on their order information.
An article from the WeChat public account “Elephant News” highlighted that as a world-renowned cultural landmark, the Terracotta Warriors continuously receive visitors from around the globe. Ensuring stable museum power supply is a fundamental responsibility. The recent power outage due to facility aging prevented the site from delivering the complete touring service promised to visitors.
Visitors purchase tickets expecting a well-lit and safe environment for their tour experience, not to wander in the dim with the light of their phone. With such compromised service, visitors should have the right to negotiate compensations instead of passively accepting the site’s unilateral compensation arrangements.
The major contention arose from the statement, “No refunds, only free revisit within two years.” The museum justified its stance by explaining that ticket revenue directly channels into the financial system, limiting their ability to process refunds. While the financial rules serve to govern, they should not serve as a barrier to addressing visitors’ reasonable demands.
Following the disputes over refund issues, there were slight changes in the Xi’an Terracotta Warriors and Horses Museum’s stance.
When contacted by Xiaoxiang Morning Post on August 5th, a staff member from the museum mentioned ongoing registration for visitor refunds with no specific details on the resolution, stating, “We have not received any information.”