Recently, many netizens reported that they participated in the "12.12 Carnival Lucky Week"** event on the Hainan Airlines app and won free air tickets, but were told that they would not redeem them. In response, Hainan Airlines staff responded that there were a large number of abnormal visits to the system, resulting in the number of prizes including free air tickets seriously exceeding the rules of the event and the preset number of the system, and the redemption will not be made for the time being, and further investigation results will be notified in a timely manner. (The Paper, December 21).
System abnormalities are very common, and any error may cause it to malfunction during program operation, resulting in problems such as display lag and mechanism vulnerabilities. In general, people are able to understand.
However, the system abnormality that occurred in Hainan Airlines this time is unacceptable. On the one hand, this ** event attracted many new and old members to participate, bringing traffic and ** degree to HNA, but the winning users did not get anything. On the other hand, in this case, HNA has failed to solve the problem from the authenticity and validity of the initial promise, to the repeated qualification review, which seems to be a bit perfunctory.
What's more, according to the relevant regulations, if the transaction is concluded, it will cause huge loss of profits to the seller, which violates the principle of fairness, and the seller can request revocation in accordance with the law. However, the premise for HNA to revoke the transaction is that it must "request in accordance with the law", which requires certain legal procedures. Unilateral non-redemption may not be in line with the spirit of the rule of law.
This shows that HNA's response is not mature enough. Technical maintenance is one thing, proper handling is another, and the latter is often more indicative of the quality and level of service.
In the final analysis, it was every HNA member who participated in the event who was most affected by the incident. They have trust and expectation in the first event, and even HNA, and have spent time and energy to participate in the event, but in the end, they have been "lost" with the failure of the prize, and their feelings are hurt at the same time, and their rights and interests have also been infringed to a certain extent.
In terms of problem handling, the lack of integrity will only pour "a basin of cold water" on people. Even if HNA gains traffic and popularity for a short time, in terms of its long-term development, it is more than worth the loss. In view of this, this incident cannot be left untouched.
On the one hand, compensation measures must keep up, not only in terms of refunds** of points consumed, but also in terms of more practical compensation in terms of ticket discounts and mileage redemptionOn the other hand, operators should also enhance the system review and error correction functions, and strengthen the fence to protect the rights and interests of users.
Some time ago, China Southern Airlines also had a "big dive" in fares due to system abnormalities, and China Southern Airlines' approach was to admit that all tickets were valid. This is not only an interpretation of the spirit of the market economy contract, but also an adherence to the concept of the rule of law and the principle of good faithSimilarly, this kind of aftermath that does not shirk mistakes and has the courage to take responsibility should also become a benchmark in the industry.
All in all, the reason for the abnormality of the system needs to be investigated, and whether the compensation can be in place needs to be more serious. After all, the system can be abnormal for a while, but the service and management cannot tolerate repeated errors. (Zhengguan commentator Han Jing).
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Co-ordinator: Chen Ruosong.
Editor: Ren Sining.