Kunpeng Project
The ticket refund fee is as high as 1500, why is it difficult to achieve the free refund and change policy of China Southern Airlines?
The daily consumption news is at the peak of the Spring Festival, and problems such as difficulty in purchasing tickets, difficulty in refunding, and expensive refunds have once again attracted people's attention. On February 5th, a Weibo search titled "1500 yuan refund 1800" came out.
The air ticket is 1,500 and the refund is 1,500.
One passenger complained that he had planned to book a flight with China Southern Airlines from Melbourne to Shanghai on January 13 but had mistakenly bought a ticket for January 30. On January 1, when she realized this, she immediately contacted the airport to apply for a refund. Since January 30 is exactly one month, it won't have any impact on her ticket**, but she still has to pay a refund fee of 1,500 yuan, compared to 1,800 yuan. Later, she changed her ticket, and after several negotiations, she still paid for the ticket of 960 yuan.
Some netizens said: "The ticket is too high, the refund is too high, and being late is the norm", and some people said: "The previous 1300, the refund is 1000." ”
Source: Sina Weibo.
The Civil Aviation Administration of China's "Notice on Improving Civil Aviation Ticketing Services" pointed out that it is necessary to scientifically determine the refund fee, implement the "ladder rate", and price according to different levels and different time periods, rather than simply saying that all preferential tickets cannot be cancelled.
*How exactly can I waive the fee for "refunds?"
Daily consumption noticed that on the black cat complaint platform, there have been many complaints about ** refunds, such as China Southern Airlines, which has received nearly 900 complaints in the past month, and most of these complaints are refund problems.
Black Cat Complaints.
According to a customer complained, he booked a flight from Shanghai to New York on the WeChat platform on February 5, and only after paying did he realize that he had chosen the wrong one, and asked for an immediate refund, and in less than a minute, he had to be deducted 20% of the handling fee.
Black Cat Complaints.
Some users also said that they booked a China Southern Airlines flight through Ctrip, only to learn that they had booked the wrong flight two hours later, and asked for a refund of 800 yuan in service fees.
Within two hours, if you find out that you have to pay for the wrong ticket, there are different explanations.
One passenger complained that she booked a flight from Beijing to Jieyang on February 20 on the China Southern Airlines app, but instead made a mistake for a flight on February 19. After that, they complained through the customer service staff of the "China Southern Airlines" app and the official **, requesting a refund of the ticket on February 20, but did not charge any fees. However, the company's customers told them that they could not enjoy a free refund service. After some negotiation, the other party finally said: "The refund shall be processed within two hours after buying the ticket, and the refund must be processed within 2 hours after the purchase of the ticket", which is "the company's regulations", and finally "in accordance with the company's regulations" and in accordance with the company's requirements, 340 yuan was refunded.
In 2018, the Civil Aviation Administration of China (CAAC) issued the Notice on Improving Civil Aviation Ticketing Services, which requires passengers who purchase incorrect tickets to take a "hard to find" approach. When determining the wrong purchase of passengers, the principle of reasonableness and inclusiveness should be adhered to, and if it cannot be proved that it was not a wrong purchase, it will be determined that it is a wrong purchase, and corresponding refunds and other preferential treatment will be given.
The service staff said that if you want a free refund, you must go through the refund procedure within 2 hours after buying the ticket, which is a "company regulation", but no relevant way has been found yet, and the passenger asked: "Why not announce it?" How many people can react so quickly? ”
A few days ago, China Southern Airlines issued an announcement on adjusting the refund and change rules of China Southern Airlines tickets, which mentioned: "Tickets cancelled due to wrong operation will continue to be relaxed." For incorrect information, such as name, certificate, itinerary, date, and class of service, or multiple ticket purchases due to operational errors, a free refund can be provided to those who purchased the wrong ticket if certain conditions are met. The new rules will come into effect on January 10 next year.
Many passengers have complained that the new rules are a vague concept of "meeting certain requirements". As for what "certain conditions" refer to, it is not clearly stated, and the "final interpretation right" is only to protect the interests of the enterprise, while ignoring the rights of passengers, and the so-called "meeting certain requirements" has become "definitely not satisfied" in the eyes of passengers.
On February 2, China Southern Airlines wrote a letter to Xinhua News Agency, saying that it would revise the refund terms based on passengers' complaints.
China Southern expects to record a loss next year.
According to the financial report released by China Southern Airlines, the company expects to record a loss in 2023, with a net profit of between 3.5 billion and 4.7 billion.
For the pre-loss, China Southern Airlines said that this year, with the continuous recovery of China's economy, various negative factors gradually disappeared, the company firmly seized this opportunity, constantly increased its production capacity, seized a new business opportunity, seized a new business opportunity, strengthened the control of costs, and at the same time, is also constantly improving the use of idle resources, so that the company's operational efficiency has declined greatly. However, due to the slow recovery of international passenger flights, in general, the demand for domestic passengers is excessive, the oil ** remains high, Sichuan Airlines has made strategic investment, due to the obstruction of the world industrial chain, the cost of aircraft, aviation materials and other costs, coupled with the appreciation of the RMB, the company's operating pressure is still very large, and it is expected that there will be some profits in 2023.
China Southern Airlines recorded a 326Net profit of 8.2 billion yuan.
IFC said that airlines have suffered significant losses in the past three years, and the decline in growth may ease the competition in the industry, coupled with the profit demand of airlines and the marketization of airlines, so that airlines' air tickets are expected to continue to strengthen. Under the premise of maintaining neutrality, China's civil aviation passenger volume is expected to reach 10% in 2024, while the number of civil aviation passengers worldwide will reach 80% of 2019 levels, and the overall number will reach 106% of 2019 levels, with an increase of 12% compared to the same period last year. Domestic fares are expected to remain at 2023 highs this year, while fares globally will be slightly higher than in 2019. When the market demand warms, especially on international routes, the gap between supply and demand will appear, and it is expected that the profitability of airlines will rebound significantly, driving the recovery of airlines.
As for the method of refund and change, industry insiders said that since civil aviation is for the public, it cannot be decided by one person. ** We should strengthen the supervision and management of ticket refund fees, and at the same time strengthen the self-restraint and guidance role of industry organizations, so that the quality of China's civil aviation tickets can be further improved, protect the interests of the majority of passengers, and maintain a good market order.