New civil aviation rules highlight protection of consumer rights

On the occasion of World Consumer Rights Day (March 15th), China's Ministry of Transport released a set of new regulations on passenger service management in air transportation, highlighting the protection of consumer rights.

[Photo: Nanfang Daily]

According to the notice, airlines or sales agents should process refund applications submitted by the customers within 7 working days. In the beginning of the pandemic, it took 3 or even 6 months to get an air ticket refund from some airlines.

When a flight is overbooked, no passenger should be denied boarding according to the priority boarding rule without consulting his or her willingness to take a later flight. And the airlines should make clear how the overbooking situation should be dealt with and how the customers will be compensated in their general conditions of international carriage for passengers and baggage.

[Photo: Nanfang Daily]

The one-size-fits-all approach will not be used in terms of baggage size, weight, free baggage allowance, and oversized baggage charges, etc. Each airline can set up their own standards according to the realities. This is to fully stimulate the vitality of the market and provide passengers with more diversified and differentiated service products.

In view of the fact that the passengers’ information privacy can be invaded after buying a ticket, the airlines, airport authorities, ground handling agents, airline sales agents, online ticket-selling operators, and other aviation information companies should strictly abide by the related national privacy laws and shall not disclose, sell, illegally use or provide a passenger’s personal information to others.

"The new rules mark a new stage as well as further opening-up of the domestic aviation market," said the aviation expert Wang Jiangmin.

The regulations will come into effect on September 1st, 2021, and are based on the previous CAAC passenger and luggage transportation rules for both inbound and outbound travels.

Author | Fanny

Editor | Monica, Jerry