Began in June from last year, many airline such as boat of boat of Dong Hang, country, Na Hang, sea is rolled out in succession " Sui Xinfei " kind airline ticket formula serves, once the product is rolled out, the sale is unusually hot, still caused for a time embrace on the line.
The closest period of time, give the addition of travel as everybody, many consumer discover, "Sui Xinfei " airline ticket is particularly bad to change. The customer service of capital airline expresses, their fly indefinitely convert airline ticket product, there are 20 quota of peoples only on time of airliner, once change full already, other customer cannot continue to change. Change the circumstance with airline ticket opaque amount to exist generally in many airline. When consumer is bought, think can fly along with the heart, when changing a ticket, discover however do not have a ticket. Using a process, individual consumer returns discovery, once oneself are booked the airliner cancels or incur loss through delay, although not be oneself responsibility completely, also should count consumer break a contact, be cancelled directly even " Sui Xinfei " qualification.
Gentleman of consumer stone of city of Lanzhou of the Gansu Province: Because of the problem of airline, bring about me the first paragraph cannot fly, two paragraphs of affirmation cannot be caught up with at the back of me, if No-show (abandon booking) if, 3, that ticket became invalid.
Many consumer tell a reporter, use " Sui Xinfei " when the product once appear,dispute needs to complain, artificial customer service is bad dial, complain unvalued.
The reporter dials the customer service telephone of many airline for many times, what say with a lot of consumer place is same, average latency time exceeds artificial customer service 5 minutes. Platform is complained to go up in the network, search a keyword " Sui Xinfei " discovery, those who concern complain exceeded 400.
Black cat complains Sun Xiaoming of platform operation director: Complain effectively have many 410. In light of the integral reply circumstance that manages from boat, hainan aviation, age aviation, still reply of aerial of an ancient name for China is led is taller, it is 100% replies, resemble Dong Hang, Na Hang, still have Shandong aviation, Qingdao aviation these basically are 0 replies.
"Sui Xinfei " the product because " set the journey is difficult " , change wait for a problem hard to suffer bad-mouth, the reporter understands, include Dong Hang and Na Hang inside, many airline had announced next wearing recently " Sui Xinfei " series product. To " Sui Xinfei " go staying, how does airline think, why " Sui Xinfei " cannot the product follow a heart?
In fact, at the beginning of this year, many airline continued to roll out upgrade of edition " Sui Xinfei " flight formula. And still needed to spell a hand last year fast, scare buying is different, there is not too big spray this year.
In interview, many personage inside civil aviaton course of study expresses, epidemic situation is serious 2020 period, airline is rolled out " Sui Xinfei " kind product, have certain effect to stabilizing capital of cash shedding, steam again, but this kind of product is substantially " be out of pocket earns cry out " . The average customer unit price of these products is in about 800, 900 yuan or so, the user flies 3, answer 4 times this, but to airline, the user flies morer, company luckily is more.
Be in this week, state-owned 3 big airline were released money signed up for 2020. Aggregate battalion receives Chinese country boat, southern aviation, Oriental aviation about two hundred and twenty billion seven hundred and four million yuan, total loss thirty-seven billion and eighty-two million yuan, that is to say everyday deficit 100 million yuan of above.
The expert expresses, give the addition of travel as everybody, occasionally, airline needs to be in loss share constant passenger and average fare, limitation " Sui Xinfei " the intercrop that the passenger changes a quantity gives an option, the quality of the service also faces a challenge accordingly.
In disappear assist complain a staff member Xie Long: Consumer is complained without the door, with them (airline) communicating is not particularly smooth. If say not to reconcile, consumer is OK also to disappear assist the organization goes complaining, also can be in charge of a branch to complain to administration, can go even forensic to lodge a complaint.
We see, a few airline roll out " Sui Xinfei " became the name matches the reality " be troubled by a heart to fly " , that is to say, a lot of " Sui Xinfei " effect is cost with sacrificial user experience.
Golden cup silver cup is inferior to public praise, if with sacrificial user the experience is cost to market a product, will the loss outweights the gain eventually. Airline still needs to take out sincerity, start well and end well solves an user to experience the problem that encounters in the process, the innovation that is a center with user experience only and design ability gain the market truly.
(original title: CCTV exposure follows issue of heart plane hostage: Change airline ticket quantity opaque, it is difficult that consumer complains) origin: Integrated CCTV net sees boreal evening new visual sense quickly flow of CCTV finance and economics edits: TF021
