No more than one airline has to return to the airport to build fuel costs.

06 December 2018, 08:12 source: Beijing daily
Original title: many airlines only retreat to build fuel costs.

In July of this year, the Civil Aviation Authority issued the new deal of air tickets, and how did the airlines perform? The recent investigation by reporters found that the prevailing special fare tickets could not be changed, and the refund fee was higher than that of the ticket price. However, the implementation of the new deal was different among airlines, and there was an unreasonable phenomenon in some airline fees.

It is still widespread that the fuel cost is only left behind.

A few days ago, Ms. Peng of Beijing complained to China Quality News Network, reflecting her own domestic discount ticket purchased through Ctrip. In the process of applying for refund, the booking system of Ctrip showed that the refund procedure was as much as that of the ticket purchase.

Miss Peng bought the economy class discount ticket from Beijing to Zhuhai at 990 yuan, the full price is 2030 yuan, which is equivalent to half price. Due to the change of Ms. Peng's journey, she asked for refund, but the Ctrip system showed that the refund fee was 990 yuan, which is the same as the amount of purchase.

In this regard, Ms. Peng contacted Ctrip customer service, the other side said it was "in accordance with the provisions of the airline." Ms. Peng went to Air China official website to understand the situation of customer service. She was informed that in the Air China Regulations, the discount is "super low discount", and the corresponding refund is only a tax refund. Ms. Peng's booking of the flight is still on sale, and the fare increase is 1400 yuan. "The flight I ordered is 3 days away from the start of the flight, and when the airline can still sell a higher price, it is unreasonable to charge the full refund fee." Miss Peng thinks.

It is also understood that China United Airlines, Shenzhen airlines, Shandong airlines, Qingdao airlines, Sichuan airlines, Eastern Airlines and so on all have special ticket refund fees for the whole amount, and can only return the construction cost of fuel.

Step rate division is too simple.

For a long time, special fare tickets are not allowed to be changed, or even the cost of refund is much higher than that of the fare itself. But this situation is changing in July this year. The Civil Aviation Administration issued the circular on improving the ticketing service of civil aviation, making it clear that airlines should reasonably determine the standard of refund for passengers, and the refund fee should not be higher than the actual selling price of passenger tickets. It is necessary to establish a "step rate" for the refund of air tickets, that is to say, according to the different fare levels and time nodes, etc., a reasonable standard of echelon toll should be set.

A few days ago, the Civil Aviation Administration said that all 50 domestic passenger airlines had submitted a report on the refund of the air tickets. Most airlines have indicated that the current standard of refund fee has been revised, and that the time of the two shifts of the 2 hours before and after the take-off is changed to a multi time node. The special ticket can also be conditionally rescheduled or refunded. At the same time, most airlines' official website and APP have realized the function of rescheduling and refund of all channel tickets, and the function of returning tickets quickly or on line.

However, judging from the actual implementation, the rates of refund and endorsing of special airline tickets vary from one airline to another.

The reporter randomly selected the special ticket on the official website of Ctrip to check the 74% off economy class ticket of Beijing United Airlines from Shanghai to Shenzhen. It only needs to change the engine to build fuel oil. No change can be made and no sign should be signed; the 80 percent off economy class ticket of Beijing Airlines to Chengdu from Beijing airlines will cost 340 yuan, the refund will only be returned to the airport to build fuel oil, the time interval will be 272 yuan, and the 89% off air tickets from Beijing to Hangzhou will be 270 yuan.

There are also multiple steps for airlines to change their contracts. For example, the 86% off air ticket of Beijing airlines to Wuhan in December 8th is 300 yuan. The refund fee is 150 yuan 2 hours before departure, and 300 yuan is unsubscribed within 2 hours. In addition, China Eastern Airlines has set up 3 stages of refund and alteration, and Hainan Airlines has set up 4 stage charges. For the above prices, Ctrip is tagged "no refund of service fees will be added, specific fees will be charged according to the airline's official website".

Ticket rules will be followed by law next year.

From August to October this year, the Zhejiang Provincial Consumer Protection Committee and the third party investigation organization adopted two ways to investigate consumption and investigate the secret visits. The 18 civil aviation companies and 8 third party ticket buying platforms were implemented to implement the CAAC's notice on improving the ticketing service of civil aviation.

The survey found that 16 Airlines simply set up a time node to distinguish the refund ladder, such as Air China only divided into two stages: before take-off and after take-off, to collect different refund fees; lucky aviation was only divided into two phases: two hours before take-off and two hours before take-off.

Experience also found that the airline customer service staff on the concept of refund to change the concept of ladder fare vague, and even individual airlines customer service staff on the steps to change the rules and do not know.

"Airlines should enhance the reasonableness of refund and change of ladder fare, refer to the high-speed rail echelon refund policy, and not set the price of the two stages before departure and after take-off, but set more reasonable time and more reasonable proportion." Zhejiang Provincial Consumer Protection Committee recommended.

The reporter was informed that the requirements for improving ticketing services will eventually be implemented in the revised regulations on the management of domestic transport services for civil aviation passengers. The new regulation is to be formally promulgated next year. At that time, the standardization of ticketing service will be incorporated into the legal system, and there will be laws to protect the legitimate rights and interests of passengers. Newspaper reporter Dong Yuhan

(Editor: Liu Jia, Lian pin Jie)