In recent years, many airlines have expanded their air ticket options to include a variety of purchasable add-on services beyond the standard cabin classes. These services include advance seat selection, priority boarding and baggage delivery, extra checked baggage allowance, inflight meal preorders and more. While this flexible pricing model offers consumers more choices, it can also easily lead to disputes when unforeseen circumstances or service adjustments result in unmet expectations. The Consumer Council has received various types of complaints regarding airline services. Issues reported include uninformed reassignment of paid, pre-selected seats due to aircraft model changes, failure to provide paid priority services, and last-minute requests for passengers to check their carry-on baggage at boarding. These issues not only disrupted consumers’ plans, but also negatively impacted their flying experience.
The Council calls on the industry to enhance communication with consumers. When service adjustments occur, airlines should promptly inform passengers and provide comprehensive and accurate updates. In particular, airlines should proactively communicate changes of pre-selected seats to affected passengers, thereby allowing them to make necessary arrangements ahead of time. Additionally, improved customer service training for both airline staff and outsourced ground crew is essential for delivering more considerate service and meeting expectation.
Case 1: Purchased Seats Reassigned Due to Unexpected Aircraft Model Change
The complainant booked 4 round-trip air tickets from Hong Kong to Tokyo with Airline A for a family trip. He paid an additional fee of $1,040 to select seats in advance, specifically reserving 2 window seats for the return journey. However, upon checking in for the return flight, he was informed that the pre-selected seats were no longer available. He then requested his family of four to be seated in the same row with a window seat. The ground staff assured them that although their original seats could not be arranged, the new seats would still be by the window. It was upon boarding that they found out the window next to their seats had been sealed and covered with a magazine rack. Disappointed with the airline’s reassignment of their paid, pre-selected seats without notice, then failing to proactively let them choose the seats again or offer a refund, the complainant turned to the Council for assistance.
In their response, Airline A explained that the seat reassignment was due to a change in the aircraft model. They noted that passengers typically will not be informed unless the changes affect the departure date or time. However, they also acknowledged that their booking department had failed to properly reassign the complainant’s subsequent requested seats following the aircraft model change. To resolve the complaint, Airline A agreed to refund $560 for the return flight’s seat selection fee and the case was settled.
Case 2: Paid for Priority Service but Did Not Receive Priority Treatment
The complainant purchased 2 round-trip air tickets from Hong Kong to Thailand from Airline B, paying an extra $50 per person per trip for priority services, which included priority boarding, priority baggage drop-off, and priority baggage delivery to the carousel by the ground staff. On the outbound flight, the ground staff first arranged for those who had purchased the priority service for boarding. However, the complainant noticed that the other passengers were boarding at the same time. On the return flight, although his baggage was supposed to arrive faster, a piece of his baggage took 20 minutes to reach the carousel, and its priority tag had gone missing. Deeply dissatisfied with the situation, the complainant sought the Council’s intervention and demanded Airline B to refund the charges for the priority service.
Following an internal investigation, Airline B responded to the Council that usually during boarding, the ground staff would create a separate line for passengers who had purchased the priority service. As for the delayed priority baggage, the issue could have arisen as the baggage transportation was managed by a separate contractor. Airline B eventually agreed to refund the full amount of the priority service fee.
Case 3: Troubled by Sudden Request to Check Carry-on Baggage at Boarding
The complainant booked a one-way flight from Bangkok to Hong Kong with Airline C, and its fare included a 7kg cabin baggage allowance. Right at the aircraft door, the complainant however was requested by the cabin crew to check her carry-on baggage. Given no chance to sit down and repack her belongings, she was forced to do it on the ground in a hassle. Later, she filed a complaint with Airline C, stating that checked and carry-on baggage were distinctly different, and hence it did not match the terms of the air ticket to have her baggage checked, even though it did not incur extra costs. Her request for a partial ticket refund was rejected by Airline C, prompting her to lodge a complaint with the Council.
Airline C explained that since the overhead compartment space in a cabin is limited, it is typically first come, first served. When all space has been filled up, there could be a need for passengers to check their carry-on baggage even if it meets the required size and weight. Airline C apologised for the mishandling and poor attitude of the cabin crew, but could not arrange a refund. The Council recommended the complainant to consider seeking independent legal advice.
To ensure a seamless travel experience and to reduce potential disputes, consumers are advised to consider the following when purchasing flight add-ons:
- Given the many ticket options with varying prices, consumers are recommended to plan ahead before booking. Consider the carry-on and checked baggage allowance needed, and whether advance seat selection, priority boarding, inflight meals, or other add-on services are required;
- Before booking a flight via travel agents or booking platforms, consumers should first check if the price is inclusive of the aforementioned add-ons, and whether they can be added or modified after booking. Post-booking changes or refund requests should be handled by the respective travel agent or platform;
- Consumers should pay close attention to the scope of change when being notified of any changes to their flight. If they do not wish to accept the new arrangements, they should promptly reach out to the airline or booking agent to follow up. Airlines should also strive to accommodate the needs of consumers;
- Consumers should keep all flight booking records and itineraries for use as evidence when seeking redress in case of disputes.
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