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Leopold Chen

Hong Kong’s consumer watchdog has urged local airlines to improve their communication with travellers who make purchases of add-on services on top of their tickets, after logging more than 1,000 complaints in the first eight months this year.
The Consumer Council said on Monday it had received 1,057 complaints over air tickets and airline services from January to August, a roughly 17.5 per cent decrease compared with the same period last year.
The watchdog revealed the figures with an eye on Hong Kong-based airlines that offered different price packages on varying baggage allowances and add-on services such as priority check-in and preselection of seats.
“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 council said.
“When service adjustments occur, airlines should promptly inform passengers and provide comprehensive and accurate updates.”
In one case reported to the council, a traveller paid HK$1,040 (US$133) to preselect seats, including two window seats, for his family of four on a round trip journey.
When the family was checking in for the return flight, they were informed the seats chosen were unavailable, but were assured by ground staff that one of the seats allocated was still a window seat.
But the family later discovered that the supposed window seat was sealed and covered with a magazine rack.
Responding to inquiries by the Consumer Council, the carrier explained that the reassignment of seats for the family had been caused by a change of plane to a different model for that flight.
The airline, which was not named in the watchdog’s report, also said that passengers were not usually informed of switches in aircraft, only of changes that affected departure and arrival times.
It later agreed to refund the seat preselection fee of HK$560 for that flight to the customer.
“Airlines should proactively communicate changes of preselected seats to affected passengers, thereby allowing them to make necessary arrangements ahead of time,” the Consumer Council said.

Other cases included failure to enjoy priority services after paying for them, and being required to check in baggage at the last minute.
In one case, a complainant paid an extra of HK$50 per person per trip to Thailand for priority services on boarding, baggage drop-off and delivery.
The person said that while the airline had offered those who bought the priority service the chance to board first, in reality all passengers were allowed to board at the same time.
On the return flight, the complainant also said a piece of his baggage took 20 minutes to reach the carousel and its priority tag was missing.
The airline said the issue had arisen because baggage transfers were managed by a separate contractor. It later agreed to refund the full amount of the extra service fee to the customer.
In another case, a complainant was about to step onto a one-way flight from Bangkok to Hong Kong when she was asked by staff to check in her carry-on luggage, without being given a chance to repack her belongings.
Although this did not incur any extra cost, the passenger requested a refund for the last-minute hassle that the situation caused.
In response to the council, the airline said storage space was limited and passengers could use overhead compartments on a first-come-first-serve basis, but there was a chance customers would have to check in their hand luggage if the compartments were all full.
The carrier rejected the customer’s refund request, but apologised for their cabin crew’s “poor attitude”.
The watchdog reminded passengers to exercise discretion when purchasing add-on services.
“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,” the council said.
“Airlines should also strive to accommodate the needs of consumers.”

Among the complaints received by the council this year, 56 per cent involved non-budget airlines, 42 per cent related to budget carriers, and 2 per cent were over other issues such as ground services and travel agencies.
The watchdog also said changes or cancellations of bookings were the top issue among complaints “in recent years”, with 36 per cent in this category. Luggage arrangements were responsible for 28 per cent, while 19 per cent were related to service quality.
Gilly Wong Fung-han, the council’s chief executive, said poor coordination and communication by airlines could cause “inconvenience”, “annoyance” or even “damage” to customers.
“When airlines lack manpower, the process of handling various issues such as refunds may be slow and the attitude demonstrated by staff may be poor. This also invites complaints,” Wong said.
Greater Bay Airlines, one of the city’s newer carriers, welcomed the council’s recommendations.
“In the case of any unforeseen circumstances that may result in service adjustments, we will strive to promptly communicate with affected passengers and offer the best possible arrangements to meet their needs and minimise the inconvenience caused to them,” the airline said in response to questions from the Post.
The Post has also reached out to other local carriers, including Cathay Pacific Airways, Hong Kong Airlines and HK Express, for comment.


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News

Hong Kong

Transport

Consumer Council says it received 1,057 complaints on air tickets and airline services from January to August, many about prepaid add-on perks


Consumer Council says it received 1,057 complaints on air tickets and airline services from January to August, many about prepaid add-on perks.


Aviation

Hong Kong aviation