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CAAC: Airlines Need to Shape Up
Airline service needs to be improved as the country welcomes an increasing number of visitors from home and abroad, officials with the Civil Aviation Administration of China (CAAC) said Thursday.
According to Li Yuhua, an official with CAAC's Transportation Department, the proclamation was inspired by complaints about a number of recent incidents at airports across the country.
In one such incident, on Tuesday, more than 100 passengers refused to board an Air China flight after it had been delayed for more than seven hours at the Beijing International Airport.
Passengers on the flight, CA1517 heading for Shanghai, were supposed to depart Beijing at 13:05 but were informed that mechanical failure made take-off impossible.
Seven hours later, the passengers were put on another flight to Shanghai but they refused to board and asked the airline for compensation.
Airline representatives initially said compensation would come only after legal action.
A few minutes later, the airline issued a written statement admitting responsibility for the delay and the passengers boarded the replacement flight.
Earlier on the same day, Xinjiang Airline passenger flight 9312 was also delayed due to mechanical problems, forcing 272 passengers to wait for 14 hours in the Beijing airport.
After negotiations, passengers were promised compensation by the airline and most left for Urumqi on 2:00 am Tuesday.
According to the Consumer Protection Law, consumers have the right to ask for compensation if the quality of products or services provided by a company break its promise, said Long Zhibin, an official with the Beijing Consumers' Association.
Flight delay caused by avoidable reasons should be seen as break of contract between passengers and airlines, Long said.
CAAC held a national meeting in July to address the issue of service quality among Chinese airlines attended by leaders from all the country's major airlines.
Li said all the leaders were urged to provide better services, especially in light of the upcoming 21 Universiade and the 2008 Olympic Games.
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