投诉渠道成“堰塞湖” 航班延误处置难公平

Photo: In the early morning of July 26, 2008, China Eastern Airlines Co., Ltd. flight MU2343, which had been delayed for nearly two hours at the time of take-off, was forced to return to Xi'an Xianyang International Airport due to thunderstorms. Passengers were at the airport terminal and airlines. Negotiation.

Mr. Shi from Chengdu, Xi'an, went to Chengdu at 11:55 on the evening of the 25th. After 10 hours of twists and turns, he arrived in Chengdu at 9:55 am yesterday. The reporter complained to various departments of China Eastern Airlines Corporation Limited ("East China Airlines") but did not get a positive statement.

Although the return flight of China Eastern Airlines was not caused by human factors, it was the sudden thunderstorm in Chengdu that forced it to fly back to Xi'an Xianyang International Airport. However, as Mr. Shi said, after the landing conditions in Chengdu, why are the flights still "reliant" Xi'an Xianyang International Airport does not take off in time? The plane has repeatedly inexplicably sailed, and almost the "God" that needs to board the plane is considered a piece that can be placed arbitrarily. Moreover, after the events such as airship, return flight, and re-arrival, it is difficult for passengers to hear more convincing information communication. It is difficult to see the timely appearance of the effective public relations crisis of China Eastern Airlines. It is difficult to get every name. The passengers are fair and open and properly arranged.

At present, in the face of frequent delays in the consumption field, many consumers seem to be innocent victims of both material and spiritual. This form of consumption, which originally provided equal rights for consumers and consumers, is now becoming more and more unbalanced. The airline's crew members often pursue a "pushing Tai Chi" disposal method in the public relations crisis handling attitude and aftercare measures. They always think that time can "dissipate" all the entanglements in front of them. The passengers are often “when the crying children have milk”, and these people tend to get “special privileges” from airlines than those who don’t like to go to the airline’s “red-faced neck”.

It is precisely this kind of preferential policy with “B-door color” thrown by airlines that is a potential or apparent damage to the fair handling of delayed flight events. Moreover, the excessive behavior of those who will cry will also cause more delays in subsequent flights. This new delay is a disturbance and violation of the interests of many other passengers. To put it bluntly, this is a superficial "technical wrist" for airlines to pass on consumer contradictions. The technical content of this contradictory consumption contradiction is actually not very clever. The repeated delays caused by the lack of hard and soft conditions of their own, after some "contradictory diversion", they easily transferred their own delays and poor service duties to consumers.

The reason why this kind of abnormality occurs is because the passengers complained that the channel was not blocked smoothly, and this “small lake” has existed in China’s aviation consumption for a long time, which is obviously related to modern consumption civilization and legal system. The era of system construction requires incompatibility. Let us imagine that if passengers can effectively complain to the neutral platform of a consumer market due to a delay, and get timely and fair disposal of this platform, then passengers are not guilty of finding airlines. At present, there are many shortcomings, both in terms of the smooth flow of complaint channels and the effectiveness of legal channels.

Of course, flight delays are a complex problem of chasing the world. In countries such as the Anglo-American law, the institutional measures to deal with delays in compensation are better than those of us, because the judges of the United States and the United States are based on the reasonableness of delays when determining delays, and the jurisprudence they have formed over the years, the free testimony of judges and The lawyer’s arguments have provided a maximum rationalization space for compensation, which makes foreign “raise” litigation rarely caused by flight delays; and China’s current mechanism and jurisprudence in dealing with such complaints is still in a blind spot. This brings new confusion and confusion to the actual operator.

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