The reporter learned from the Civil Aviation Administration of China on the 18th that in order to effectively improve and enhance the ticketing service and safeguard the legitimate rights and interests of passengers, the Civil Aviation Administration issued the notice on improving the ticketing service of civil aviation, which put forward specific requirements for the standardization of systems and improvement of services for airlines, OTA platforms (online travel agency platforms) and sales agent enterprises.
Ticket refund and endorsement will be subject to step rate
Notice from five aspects of the airline to improve the refund and endorsement fee system and improve services were standardized. In particular, it is required to establish a "step rate" for refunding and changing tickets, that is, to set a reasonable step rate according to different ticket price levels and time nodes, etc., which cannot simply stipulate that special tickets shall not be refunded or changed.
The notice emphasizes that airlines should strictly implement the regulations of clearly marked price, timely, accurately and comprehensively announce the types and levels of domestic airline passenger rates actually implemented and the applicable conditions including the refunding and rescheduling charging standards in the prominent positions of official websites, apps and other channels, and clearly inform passengers of the refunding and rescheduling charging standards and other conditions during the purchase of air tickets.
At the same time, CAAC also requires CAAC to strengthen industry self-discipline and supervision, and seriously deal with OTA platform and sales agent enterprises that violate the fee standard of refunding, changing and signing; The competent authorities of the industry shall strengthen the supervision of the refunding, changing and signing charges, accelerate the construction of the supervision mechanism with the integrity system as the core, establish the credit files of the price behaviors of airlines and sales agents, timely report the non-compliance behaviors of airlines and sales agents to the competent authorities of relevant prices for investigation and punishment according to law, and urge airlines to formulate and improve the civil aviation ticketing according to the requirements of this notice Implement the service plan and supervise the implementation.
concrete measure
1. Airlines shall strictly implement the regulations of clearly marked price, timely, accurately and comprehensively announce the types and levels of domestic airline passenger rates and the applicable conditions including the refunding and rescheduling charging standards in the prominent positions of official websites, apps and other channels, and clearly inform passengers of the refunding and rescheduling charging standards and other conditions during the process of purchasing air tickets;
2. In terms of the reasonableness of the control fee standard, the airline should reasonably determine the fee standard for ticket refund and endorsement, the refund fee should not be higher than the actual sales price of the ticket, and should establish the "step rate" for ticket refund and endorsement, and cannot simply stipulate that the special ticket should not be refunded and endorsement;
3. In terms of improving the convenience of implementing the rules, airlines should standardize the return and endorsement system of direct selling and distribution channels, ensure the consistency of the return and endorsement charging standards of all channels (including direct selling and distribution channels), strengthen the management of Ota platforms and sales agent enterprises with entrusted and authorized relationships, and strictly punish those who violate the charging standards;
4. In terms of the consistency of the implementation of the standard rules, airlines should optimize the refund and endorsement system, simplify the refund and endorsement procedures, shorten the refund and repayment time, strengthen the promotion and application of new technologies, provide a 'one-stop' solution for passengers' refund and endorsement through mobile Internet technology, and have the function of checking and querying the ticket refund and endorsement charging standards for passengers;
5. In terms of providing remedy measures for passengers' wrong purchase of air tickets, the airline shall adhere to the principle of reasonableness and inclusiveness. In case that the airline cannot prove that the passengers are not wrong purchase, it shall be deemed as wrong purchase and provide services such as free refund. In case that the passengers are unable to board the plane due to illness and ask for refund, the refund procedures shall be handled according to relevant regulations and no refund fee shall be charged.
Put the reins on capricious charges
The disorderly charge of air ticket service makes consumers' unable to afford it '. Recently, the Civil Aviation Administration has asked for ticket refunds to be changed into "step rate" to solve the problem of difficult and expensive ticket refunds. The new "rules" for refunding, changing and signing of air tickets is to break the overbearing clauses such as no refunding of special fares, effectively protect the legitimate rights and interests of consumers, and make transactions return to integrity and fairness.