Airline builds black list to claim controversy for passenger re-service

Refusal to re-service claims passengers Spring Airlines "blacklist" provoked controversy

Ms. Liu, a Harbin citizen, took a flight of Spring Airlines for a few months ago, and the aircraft experienced more than eight hours of delay. The airline paid 200 yuan per person for some passengers.

When Ms. Liu purchased the airline ticket again, she was found to have been included in Spring Airlines Airlines' “list of passengers unable to serve” and the other party refused to provide services to Ms. Liu. The spokesperson for Spring Airlines said that the refusal to service "troublesome" passengers was a frustrating move.

Consumer: I was listed on the "blacklist"

Ms. Liu reflected that in mid-April 2012, she purchased the ticket for the Spring Airlines Airlines from Shanghai to Harbin on the 30th of that month. The flight number was 9C8511, and it was expected to take off at 17:05 and arrive at 19:45.

At 15 o'clock on the 30th on the 30th, she went to Pudong Airport to complete the relevant procedures and wait for boarding. At this time, the broadcast informed 9C8511 that the flight was delayed. Spring Airlines issued a cake and bottled water to each passenger at that time. During the airport broadcast notice 9C8511 flight boarding gate changed.

When the passenger thought that the plane had arrived with a big bag and wrapped it at the new boarding gate, he found that the boarding plane had not seen the shadow of the plane. The on-the-spot staff could not determine the arrival time of the aircraft. In addition to the long delay in the aircraft, Ms. Liu and others were growing dissatisfied and asked Spring Airlines to give reasonable explanations.

At 21:00, the plane finally reached the boarding gate. Some passengers did not make a reasonable explanation for the delay of the Spring Airlines plane and demanded financial compensation. Otherwise, they refused to board the plane. After consultation, Spring Airlines compensated some passengers for 200 yuan in cash and signed it. Passengers boarded at 0:00 on May 2 and arrived in Harbin at 4:00.

At the end of June, Ms. Liu went to the Spring Airlines website to book tickets. The website showed that her information was locked. Ms. Liu called the customer service phone and the other party explained that Spring Airlines is a low-cost airline and it is not compensated for delays due to any reason. If compensation is received, it will be listed on the “blacklist” and refused to provide services.

Spring Airlines: Denial of service as a helpless move

At 14:40 on July 17th, Spring Airlines spokesman Zhang Wuan said in an interview with reporters that Spring Airlines is the first domestic airline to present a differentiated service and “list of travelers who are temporarily unable to serve”. The reason for the system is to avoid the phenomenon of delays in flight due to excessive protection of rights by individual passengers. The company started this practice in 2007. Because of the strict approval, there are not many passengers who are listed on the "blacklist."

As to why Ms. Liu was listed on the “blacklist,” Zhang Wu’an stated that Spring Airlines, as a low-cost airline, adopts differentiated services. When passengers purchase tickets, the company has already indicated to passengers that there will be no compensation for delayed flights, and The relevant authorities approved the Spring Airlines Airlines' compensation. Some passengers take this noise and the company has no choice but to adopt a "low-cost" "black list" approach. This is indeed a company's reluctance. The flights that Ms. Liu and others took were due to weather delays. They were deeply sorry for the inconvenience caused to passengers. However, due to the occurrence of force majeure, no one wanted to see them. Ms. Liu and more than 160 people took the flight and the percentage of passengers who were listed on the “blacklist” was very small. As for the specific figures, he said he could not give accurate figures.

He also stated that this “black list” is rolling at any time. If the parties are not directly informed about the terms of the company, after reviewing the terms, they feel that they can continue to recognize the airline’s “differentiated” service as long as I fax a signature. Consent, the company system will withdraw it from the "blacklist."

Lawyer's point of view: discrimination against consumers

Regarding the practice of Spring Airlines Airlines setting up passengers for “blacklisting”, the lawyer Zhang Zhongwen of Heilongjiang Longpeng Law Firm believes that Article 289 of the “Contract Law” in China stipulates that carriers engaged in public transportation must not refuse passengers and shippers’ usual and reasonable Transportation requirements. As a transport company serving ordinary passengers, Spring Airlines Airlines is a public transport carrier. It has violated the above-mentioned legal provisions by arranging for passengers who have claimed aircrafts, strikes, and riots due to flight delays to be in violation of the above-mentioned legal provisions. consumer.

However, Zhang Zhongwen lawyer also reminded consumers that rights protection can not take radical actions. He said that according to the relevant laws and regulations, due to the long delay caused by the airline itself, passengers can get the corresponding economic compensation of the airline. Regardless of the weather or air traffic control reasons, if crewmembers knowingly fail to take off in a short time, they do not inform them in time and they do not make proper arrangements for the passengers. They should give the passengers certain financial compensation.

Zhang Zhongwen’s lawyer told reporters that passengers’ unreasonable treatment of their own rights and interests can be understood, but they can’t take excessive actions such as taking advantage of the opportunity or stopping the flight. Otherwise, relevant departments can punish them according to law. While protecting rights, consumers should not harm the legitimate rights and interests of other passengers.

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