867 yuan was deducted for the wrong word of air ticket, which made the passengers very upset

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 867 yuan was deducted for the wrong word of air ticket, which made the passengers very upset


In fact, as early as two years ago, the CAAC issued a notice requiring airlines to provide free remedies for passengers who bought wrong tickets. To this end, many passengers hope that airlines can thoroughly implement this regulation, so that everyone away from the wrong purchase loss trouble.

Only 9 yuan will be refunded

Mr. Zou, who lives in Huangpi, reported that in early September this year, he went to Hangzhou from Wuhan to buy round-trip tickets on a third-party platform.

On September 5, Wuhan flew to Hangzhou, and on the morning of September 6, Hangzhou flew back to Wuhan. Mr. Zou said that when he used his mobile phone to buy tickets, one of the tickets reversed the place of take-off and landing, and bought two tickets from Hangzhou to Wuhan, starting on the morning of September 5 and the morning of September 6, respectively.

Mr. Zou said that as soon as he had bought the ticket, he sent the ticket information to his friend in Hangzhou, who immediately reminded him of the mistake.

What can I do? Mr. Zou called the ticket purchasing platform, and the staff suggested that he contact the long dragon airlines which belongs to the flight. Customer service personnel told him that this situation is not able to change the take-off and landing site, only refund, and deduct the corresponding handling charges.

However, Mr. Zou had no choice but to refund his ticket and buy a ticket to fly from Wuhan to Hangzhou on September 5.

Both of them are flying from Hangzhou to Wuhan. Only one day later, you can see that one of them is in the wrong direction. Mr. Zou said that he immediately contacted the customer service staff after he found out that he had bought the wrong ticket. He also knew that the landing place could not be changed. However, he did not buy the wrong one on purpose. At least he should refund the ticket in full.

Wrong name

The two companies deal with very different things

Because of the wrong name, there is no way to change it. The refund not only deducted the service charge, but also missed the flight. Referring to the experience of helping people buy air tickets in August this year, Mr. He, a Wuhan citizen, was depressed.

Mr. He said that he had worked in Wuhan and is now stationed in Tibet. In August, he was in charge of buying air tickets for a 35 person delegation. The name and ID card number of the passenger were reported to me by other staff, and I checked them with him. He said that the delegations itinerary was to fly from Lhasa to Chengdu on August 28, transfer from Chengdu to Wuhan on the same day, and fly back to Lhasa from Wuhan on September 2. For the first flight, Mr. He directly contacted Tibet airlines to purchase tickets, while the tickets for the latter two flights were purchased from a third-party platform, and all flights were conducted by Chengdu airlines.

On the same day, when the delegation checked in at Gongga Airport in Lhasa, the staff found that the name of one of the members had been wrongly entered. The last word of his name was Deng. As a result, the ticket was lost as Dan. It was when they reported the list that they made a mistake. There was no wrong ID card number. Mr. He said that the handling of Tibet Airlines was more humanized and changed the name of the member free of charge. When he contacted Chengdu airlines to change his name, he was rejected because Deng and Dan were not homonyms and could not be changed free of charge. He could only choose to refund the ticket.

Because of the tight schedule, Mr. He had to choose to refund the ticket. 390 yuan was deducted from the ticket of Chengdu to Wuhan, and 477 yuan to Lhasa from Wuhan. After the refund, there was no ticket available for the flight from Chengdu to Wuhan on that day, so the member had to take a subsequent flight to Wuhan, and the trip was also delayed.

Why can one airline be changed and the other not? Mr. He felt very speechless. He also said that since the ID card name and ID card number do not match, why does the airline not conduct real name authentication in the ticketing system to remind ticket buyers of errors?

Civil Aviation Administration has already stipulated it

Free refund for wrong purchase

The reporter then called the customer service of Chengdu airlines as a passenger. The staff said that if the registration in the name was mistakenly entered as Dan when purchasing the ticket, it could not be changed free of charge, and the ticket could only be refunded and the corresponding handling fee would be charged. If two characters are homophones, similar in shape, or wrong in the side of a word in the name, you can change it once free of charge.

However, according to the reporters inquiry, on July 16, 2018, the Civil Aviation Administration of China issued the notice on improving civil aviation ticketing service, which clearly stipulates that airlines should provide free remedial measures for passengers who buy tickets wrongly (such as wrong name writing, repeated ticket purchase, etc.). When defining the situation of passengers wrong purchase, we should grasp the principle of reasonableness and inclusiveness. If the airline can not prove that the passenger is not wrong, it should be regarded as wrong purchase, and provide free refund and other services. If a passenger is unable to board the plane due to illness and asks for a refund, he / she shall go through the refund procedures according to the relevant provisions, and no refund fee shall be charged.

(function(){( window.slotbydup=window .slotbydup||[]).push({id:u5811557,container:ssp_ 5811557, async:true }For this reason, Mr. He and others believe that when they buy tickets, they encounter the wrong name and other wrong purchase situations, and the airlines should provide free refund or free change service. Chen Liang, a lawyer from Hubei good law firm, believes that since the CAAC has the above provisions, all airlines should implement them. If the airlines can not prove that the passengers are not wrong, they should provide them with free refund service. Can Airlines verify their real names in the process of purchasing tickets to prevent passengers from buying wrong tickets? Lawyer Chen Liang said that if there are no relevant regulations, then it is not illegal for airlines not to conduct real name authentication in the process of purchasing tickets. However, bank transfers are all real name authentication. When the account number and name do not match, the transfer cannot be carried out smoothly, so it can be realized technically. Airlines should improve their technology and provide more humanized service to avoid wrong purchase of passengers in advance.

For this reason, Mr. He and others believe that when they buy tickets, they encounter wrong names and other wrong purchases, and airlines should provide free refund or free change services.

Chen Liang, a lawyer from Hubei good law firm, believes that since the CAAC has the above provisions, all airlines should implement them. If the airlines can not prove that the passengers are not wrong, they should provide them with free refund service. Can Airlines verify their real names in the process of purchasing tickets to prevent passengers from buying wrong tickets? Lawyer Chen Liang said that if there are no relevant regulations, then it is not illegal for airlines not to conduct real name authentication in the process of purchasing tickets. However, bank transfers are all real name authentication. When the account number and name do not match, the transfer cannot be carried out smoothly, so it can be realized technically. Airlines should improve their technology and provide more humanized service to avoid wrong purchase of passengers in advance.