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2018年09月17日
high-priced refunds

  Finance--Specialized high-priced refunds, special treatment, high-priced refunds, fees, fees, fees, fees


  The new rules for the ticket "return and change" will be introduced.


  In view of the fact that there is no unified refund fee rule in China and the complaints of passengers complaining that the cost of “returning the change” is too high, the relevant person in charge of the Civil Aviation Administration recently revealed at the press conference that China’s civil aviation will further regulate the ticket sales and return and change services. On the basis of extensive solicitation of opinions, the Civil Aviation Administration formulated the "Notice on Improving the Work of Ticketing Services for Civil Aviation" and proposed specific improvement measures, which will be issued in the near future.


  status quo


  Change the fee to the new one to buy a ticket


  In April of this year, the Jiangsu provincial Consumer protection Committee announced the “Report on the Investigation of the Retirement and Change of Consumer Tickets in Jiangsu province”, which involved seven Internet ticket sales platforms including Ctrip, Feizhu Travel and Yilong Travel. Eight domestic large-scale airlines, such as China Southern Airlines (600029), Eastern Airlines (600115) and Air China (601111).


  According to the survey results of 7 Internet ticket sales platforms, due to the different standards for the refund of agents, there have been cases where the ticket refund fee of 925 yuan is 3,000 yuan. Some consumers said that they had been charged a maximum of 3,000 yuan at the time of refund, accounting for 42% of the ticket price, and the change fee was up to 6,000 yuan, and the price was the same as the new ticket.


  Among the eight airlines surveyed, the policy of returning and changing is different. For different airlines with the same itinerary and the same fare, the refund fee may be doubled. The special fare is basically not refundable. If you want to refund the ticket, you will either charge the same fee as the fare or refund the airport construction fee and fuel surcharge.


  The reporter noted that among the 1,250 consumers who participated in the online survey, 995 consumers had experienced the change of visas, accounting for 79.6%. According to the report, 30.7% of consumers said they changed their licenses early in the morning but were still required to charge high-value change fees. 23.5% of consumers experienced the problem that the refund fee was higher than the ticket price, and 22.7% of consumers encountered The refund fee charged by the booking airline website is higher than the refund fee of the airline's official website.


  Follow up


  7 platforms promised to return and sign no additional charges


  In June of this year, the Jiangsu provincial Consumer protection Committee notified the results of the interview on the “high cost of returning and changing the visa”. The seven Internet ticket sales platforms involved in the investigation report have promised that there will be problems in the rectification.


  Jiangsu province Consumer protection Committee found that the Internet ticket sales platform Ctrip.com, Qunar.com, Feizhu Travel Network, Mama Travel Network, Tongcheng Travel Network, Elong Travel Network, and Tuniu Travel Network exist in 7 platforms. The following questions: the cost of retiring the agent to change the visa is too high, the special ticket can not be returned and changed, tied to tying and other acts. These behaviors, through the use of the dominant position of the operators, to establish unequal format clauses, increase the suspicion of consumer responsibility, suspected of infringing on consumers' right to know, choice and fair trade.


  Subsequently, the seven Internet ticket sales platforms have promised to establish more strict agent business rules, resolutely retired the agents who violated the rules; show the rules of ticket re-signing to consumers in a conspicuous position on the platform, and promise The self-operated and agent's ticket re-registration fee is consistent with the airline's relevant policies and does not add any additional fees; for the bundled products, the commitment is completely untied, and the consumer has the right to choose.


  Suggest


  Airlines should implement the “ticket rate for ticket re-signing”


  In the investigation report of Jiangsu province Consumer protection Committee, in 2004, the General Administration of Civil Aviation of China No. 124, “The Decision of the General Administration of Civil Aviation of China on Amending the Rules for Domestic Transportation of passengers and Baggage of Chinese Civil Aviation” deleted the corresponding refund time. The fee is charged in proportion, so there is no uniform refund fee rule in China at present, and the actual operation is unilaterally determined by each airline.


  The Jiangsu provincial Consumer protection Committee recommended that airlines should implement a differentiated and reasonable “ticket refund rate”. For example, according to the different transportation costs, the airlines should combine the time of the customer's ticket purchase and the time of the departure, and change the existing “before and after a certain time before departure”. The only computing node is before the station (or 2 hours or 4 hours). ), 24 hours, 72 hours, 15 days, 1 month, 3 months and other computing nodes, the implementation of the step-down reduction? “Airline refund and change the ladder rate” effectively reduces related charges and reduces consumer losses.


  Qi Qi, a senior commentator of civil aviation, said that if it is a system directly connected by airlines, it is relatively easy to modify the rules for re-signing and changing, such as the “second-back” business previously launched by China Southern Airlines. However, there are also airline ticket sales platforms provided by China Civil Aviation Information Network Co., Ltd., which involves settlement, and it takes a certain period to modify the rules.


  Qi Qi suggested that airlines and ticket sales platforms can introduce third-party financial means to resolve this contradiction, such as the introduction of refund insurance, delay insurance and so on. "By introducing third parties, multiple parties will jointly bear the risk of returning changes and flight delays, thereby reducing the passenger's own economic burden."


  up to date


  The new regulations require airlines and other parties


  Because "air ticket re-signing and chaos" has repeatedly become the focus of passenger complaints, the civil aviation department will soon introduce new regulations to further regulate ticket sales, return and change services. On July 13th, a regular press conference was held in the Civil Aviation Administration. Yu Wei, deputy director of the Transportation Department of the Civil Aviation Administration, said that the new rules for ticket re-signing will be introduced in the near future.


  According to reports, the Civil Aviation Administration has formulated the "Notice on Improving the Work of Civil Aviation Ticketing Services" on the basis of extensive solicitation of opinions, and proposed specific improvement measures. The content includes requirements for the regulation system and service improvement for airlines, OTA platforms (online travel agency platforms) and sales agents.


  In addition, Yu Wei said that during the formulation of the "Notice", airlines and OTA platforms have also taken some improvement measures in regulating ticket sales and returning and changing services. For example, airlines such as China Southern Airlines recently launched an omni-channel retreat service on App and the official WeChat public account. Domestic air tickets purchased by any channel can be queried through this channel and provided with a non-voluntary refund. Station-based services have changed the traditional "where to buy tickets to go back" approach, airlines can provide fully automatic refund or rescheduled services, refunds can also be quickly arrived. Some OTA platforms have also introduced service improvement measures, especially in cases where the weather is not normal, and actively provide passengers with services such as returning and changing.


  Deep in the news


  Who is going to make the change fee?


  There are reference regulations and the actual cost is determined by each airline.


  The reporter noted that although the "Chinese Civil Air passenger and Baggage Domestic Transportation Rules" implemented in 1996 stipulated that passengers should request a refund within 24 hours of the scheduled departure time of the flight, and receive a refund of 10% of the passenger fare; Refunds are required within two hours of the scheduled departure time of the flight, and a refund of 20% of the fare is charged. However, this clause was deleted in the 2004 revision, and the "new regulations" have not yet been introduced.


  Is the current ticket "return and change" really non-compliant? Qi Qi, a senior commentator of civil aviation, said that the revised version of the 2004 document is not particularly important in the industry. At present, the rate of refunding the signing fee is mainly based on the provisions of 1996. "The formulation of the refund rate is the autonomous behavior of aviation companies. It is the same as the price of air tickets, but the premise is that consumers should be informed." Qi Qi told reporters that there are two pricing forms for the current refund fee. One is according to time, the shorter the departure time is, the higher the refund fee is. The other is to charge a fixed proportion of the refund fee according to the ticket price.


  According to Zhang Qihuai, executive vice president of the Aviation Law Research Association of the Beijing Law Society, "the current practice of civil aviation is to clarify the rules for the return of the airline by the airline in the conditions of transport, and report the conditions of transport to the competent civil aviation authority for review. After filing and publicizing, it will be the main content of the air passenger transportation contract. At this stage, it is often that the airlines only need to file and publicize the matter. In the pricing process, the hearing procedures are not strictly implemented in accordance with China's "price Law" and other laws and regulations."


  Involuntary change is proposed by the passenger to bear the difference


  Another type of situation that makes civil aviation passengers headache is forced to change due to weather, unexpected events and other reasons. The reporter learned that the Civil Aviation Administration of China intends to stipulate that in the future, due to weather, such as non-carrier reasons, such as flight cancellation, delay, change of class of space, etc., passengers will bear the difference in fare.


  In the "Regulations on the Administration of Domestic passenger Transport Services for Civil Aviation passengers (Draft for Comment)" issued in January this year, it was clearly stated that the cancellation, delay of flights due to "non-carrier reasons such as weather, emergency, air traffic control, security inspection and passengers" If the passengers request the ticket to be rescheduled in advance, change in the voyage, change in the class of the seat, or if the original seat is not available, the carrier shall renew the ticket for the passenger in the case of available seats, and shall not charge the passenger for the rescheduling fee. The difference is borne by the passengers."


  For the problem of ticket change caused by non-carrier reasons, Qi Qi believes that, in terms of regulations, airlines do not have full responsibility, but in the handling of incidents, they should more reflect the care of passengers, such as changing tickets. The difference is reduced.


  Original address: http://field.10jqka.com.cn/20180716/c605687330.shtml



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