A few days ago, plus one of my fellow students, let me help her to set the two adult tickets and one child ticket, route: Hefei - Kunming; time in order to save costs, chose the Lucky Air 8L9964 night flights, is expected in November at 22:10 on the 19th minutes to take off, reach the .19 00:30 2:00 the afternoon, the airline called to inform the flight delays to the late departure 23:50, arrival 02:00. a full 40 minutes an hour late. read that day and the next flight, are more than the 8 fold. immediately contact the students, after consultation with her family, decided to continue to ride. just going to confirm with the airline seat, the students suddenly called and said one of the passengers, the middle name out the wrong word. a look at the word, but fortunately, is different from the word homonym. immediately contact the airline, asked renamed Kunming ticket agent, there can only be the same discount a seat K, re-payment, the votes; the original ticket apply for a full refund to open. busy for a long time, finally back out the name of a right to tell the students before the ticket .5:00 OK, she was very eager ah, family members are en route to the airport. (then known They brought a baby to the airport specifically to enable them to buy infant tickets in advance).
around 7:00 pm, was at home eating, the students received a sudden call, the airport could not find Lucky the counter. I quickly open data folder, the counter phone to tell the students. After a while, called to ask family members to find that the students did not see Lucky the counter, I again checked the original Lucky is the parent company of Hainan Airlines Group alternate airport counter. guests over there is called, information desk, looking around, do not see the Hainan Airlines counter. (I always wondered Lucky Hefei Airport did not say, how not HNA counter? last home did not pay attention next time Under certain to confirm). Later they found the airport staff, find out the ticket agent advised them there, or at the airport to buy tickets for children. when I heard the very angry, this is not just being bullied by guests (one older, one is the baby's mother). so airlines do not buy a baby at the airport can not vote, why not to buy? weather is so cold, but also allow people to find that? At that time I and my colleagues to contact headquarters and the HNA Group Lucky complaints, together with the other side I also let the students complaints. here phone call for ages, telling experience. guests sitting at the airport, not worry about the aircraft, quickly accepted the airport arrangements, bought a child ticket. At this time, finally call from Hainan Airlines Hefei, where to go to the surname of a Wang's contact phone owners, guests found him, do not know why, to coordinate what we promised before, suddenly throwing one: you can figure, I give up. left, Guests also is very disappointed by children can only receive tickets to go. Child fares 860 yuan, the infant fare is more than 100, a difference of nearly 800 million. At that time I did not find in the system records the baby's ticket, then I guests a telephone call to appease what, after a query to get ticket number, the original airport, the ticket office there even in the limited field inside the baby's birth date of December 25, 2007, without change January 25, 2007, also That is changing as the baby is the child's identity.
see here, let me more angry. This is not just being deliberately caused to the guests lose? So I immediately hit again, and Lucky HNA complaints number, explain the situation, and told the staff, if not properly resolve this matter, when you will be charged with all the relevant units. At the same time, inform the guests to stay over there a good itinerary and boarding pass. Unfortunately, no cameras to record customers circumstances.
The next morning, that is, yesterday, on the 20th. I contact students, make sure their families are safe and reached the middle of the night. ready to organize your thoughts, write on it, go around the major post on the forum to protest .11:00, Lucky Air Kunming basically a staff member surnamed Zhu called: the complaints that we do last night, and came into effect, specific solutions will be given as soon as possible. I told the students the situation, waiting for reply airlines. 3:00 pm, Kunming, claiming to bear a name of a responsible agent, called to say, the units directly under them as Lucky assume this responsibility on behalf of, the guests are willing to compensate the difference, I hope we withdraw complaints. later called Chus staff: clear the main responsibility lies with the airport this side do not want the baby vote, because there is no profit; and Lucky Air and Hefei Airport is cooperation, not control each other, take responsibility on behalf of the unit is now also under pressure in Lucky, came forward to solve and I hope our guests will understand. I contact with the students so that they direct negotiations with the airlines. 4:00 pm and more, call asked the students, the post has received a refund, the airline staff sincerely apologize. After many efforts, reasonable solution to this matter finally, Lucky fairly reflect the fast. Oh, read this morning, the Lucky Air Hefei - Kunming route from the beginning to adjust to during the day tomorrow, 10:30-12:55, I do not know what purpose?
the whole incident gave me some inspiration:
1, consumers in the airports, airlines and other powerful groups in the face of unfair treatment, we must argue, keep the relevant evidence; the same time, with friends and family around to launch complaints to the competent units (This time our side 2, the guests there at the same time as two 2 unit in charge of complaints).
2, it is a legal society, sometimes we are not in order that the loss of money or time dedicated and pregnant, More to fight for the rights of this group should be. including government agencies, airlines and other powerful groups have gradually realized this, they in violation of the interests of the general public is apprehensive. Ctrip earlier policy scandal, the public officials report the incident, all were verified.
3, as a service industry, we should be more considerate to the customer, prior control risk, much better than after the solution. This requires that we take into account a more detailed future may encounter a variety of risks, to remind customers to pay attention.
4, some of the system is really very rigid. Recently a few friends are booking guests to provide the name of the error: missing word, wrong word, etc. . and I also think the way in the back, but the real guests can watch on the plane or their luck. an airport clearance, an airport has to be re-bought a full price ticket before you go. take a look at the airport, the majority of our foreign friends, few letters of the name of the wrong are small problems, before and after the reverse is also the small problem, open up security priority access, VIP treatment. look at those foreigners at the airport to see the eyes of our people is very strange: in our own land, but was again one of us Check the cross-examination?
when a country continue to improve the legal system, citizens study the law, knowing, growing awareness of the law, in front of the unit will be much less injustice, the whole community will be more harmonious. nationals of their country Government, the ruling party more confident, foreign media will not wait for an opportunity to make irresponsible remarks on China's human rights issues.
sincerely hope that the day will come sooner!
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