The complaint about Hainan Airlines concealing the fact of the delay of flight 7649 (supplementary flight 764Q) on February 17, 2018 and depriving passengers of their right to know
Civil Aviation Administration of China, China Consumers Association:
Regarding hainan Airlines concealing the fact of the delay of flight 7649 on February 17, 2018 (supplementary flight 764Q and 7639) and depriving passengers of their right to know, HNA has committed serious infringement on consumers and passengers. In order to advocate the legitimate rights and interests of passengers and consumers, the facts are now stated as follows, and hope the relevant departments to deal with justice.
I. The process of hna's official customer service persuading the passengers to get refunded for the tickets through phone calls 26 hours in advance without justified reasons and on the premise of avoiding facts.
On February 16, 2018, the first day of the Chinese New Year, passengers were planning to fly to home to reunite with their families and friends. At 6:13 p.m., the customer service of HNA made a halting call to advise them to get refunded for their tickets. Judging from their statements, we could probably judge that it might be overbooked. Therefore, the main purpose of the call was to persuade passengers to refund their tickets and offer compensation, which was 500 yuan at the time. But the majority of passengers chose not to refund their tickets because of vague official explanations and even the possibility of cancellations. In the following 24 hours, HNA's official customer service and some agents, including Ctrip, kept calling passengers, some as many as five or six times, and kept updating the reasons. At the same time, the automatic check-in and seat selection functions on the Internet were closed, resulting in most passengers spent the New Year in an uneasy state.
Second, the counter openly blocked passengers to go through the boarding procedures, and some passengers finally failed to pass the security check.
At 6:20 PM on February 17 (the second day of the first lunar month), some passengers started to check in. Some passengers got boarding passes through self-service check-in, but they made difficulties for passengers due to overloading and other reasons. Some passengers were required to take out their checked baggage (including cosmetics and other prohibited carry-on items in my wife and I) and check them separately. We were stopped when we went through security with large luggage (we went through the first class aisle and were let through after explaining to the staff). With the addition of some passengers who could not get a boarding pass because they had not selected a seat, some passengers were blocked from entering the security gate.
Heaven has eyes, hna has no pearls. Although HNA finally waited for changzhi light snow before takeoff "save" weather, but it was difficult to cover up the truth, lies were exposed by passengers on the spot.
Around 7:30, changzhi airport finally under the wisper of light snow, HNA finally grabbed a lifeline, hurriedly announced the cancellation of the flight due to weather reasons. But in today's age of transparency, any lie will eventually be exposed. First, the official reply from Changzhi Airport is that they can enter and leave the port normally until the weather. Second, through the third-party platform, it is easy to check that all other flights in and out of Changzhi Airport are operating normally.
In this way, the lie is exposed, but the duty manager and the relevant wage staff have the audacity to explain and continue to lie to the passengers. And refused any compensation on the grounds of weather. Since most of the passengers were from Shanxi, they did not have strong awareness of rights protection. After two hours, most of them went back to the hotel to rest and wait.
Four, the replacement flight continues to be delayed, the reason is still lies.
The replacement flight scheduled to leave at 10:00 a.m. the next day was delayed at 8:00, again due to weather. Passengers called changzhi Airport to inquire, changzhi airport official reply is: the runway condition is good, the weather will not affect the flight.
At this point, passengers began to hna, civil aviation administration, consumer association and other organizations complain. Finally at 8:45 I received the official notice to leave at 11:30.
The final departure time of the replacement flight was 11:45 a.m. on February 18, 2018.
V. Speculation and judgment on the truth of the flight delay
According to various indications, the possible truth of the flight delay is overbooking. In this case, HNA not only did not actively solve the problem, but hid the facts, deceived passengers, ignored the basic rights of passengers, tried every means to reduce the loss caused by its own work mistakes and cancelled the flight privately. It seriously violates the civil aviation law on "the right to know, the right to choose and the right to complain when the flight is delayed", and seriously tramples on the basic interests of consumers. Relevant departments should take it seriously and deal with this vicious incident seriously.
February 18, 2018
