According to a passenger survey released Wednesday, the biggest problems encountered in air travel are experienced on the ground, not in the air.
Delayed flights and bad food and insufficient seating in airports were the main problems cited.
The civil aviation authority was quick to respond, promising to implement tough measures to address the chronic problem of flight delays.
"While improving coordination mechanisms to reduce delays, quality standards for public air transport services will be revised," said Li Jun, vice director of the General Administration of Civil Aviation of China (CAAC).
"A regulation on managing consumer complaints about poor service is being formulated," Li said yesterday after the survey results were announced.
From last September, the China Civil Aviation Society conducted a four-month survey of more than 40,000 air passengers, seeking their opinions on the services of six major airlines and 32 airports across the country.
Some 92.4 percent of the complaints involved airlines not being candid about flight information.
A mounting number of complaints about delays prompted the CAAC to issue a guideline last July. Airlines were told they should compensate passengers if a flight delay was the airline's fault.
This was followed by an escalation of complaints and some passengers going to extreme lengths to be compensated, such as refusing to board or leave the plane if their demands were turned down.
More than 45 percent of delays last year were caused by the airlines rather than weather conditions, air traffic control or other factors, according to a CAAC investigation that apparently backed passengers' suspicions.
A punctuality record was set last year, with 79.9 percent of air journeys taking place on schedule. This was 0.1 percentage points higher than 2003, but still short of the CAAC's 80 percent target.
"Improving the mechanism in dealing with flight delays still tops the administration's agenda this year," said Li.
According to the survey, airport ground services deteriorated last year, particularly when it came to giving prompt and accurate information on delays.
Wu Gaohan, deputy secretary-general of the China Consumers' Association, said, "Civil aviators should respect a passenger's right to know about flight delays," adding that the CAAC should work out a suitable mechanism to settle disputes as soon as possible.
Besides safety and efficiency, passengers also want convenience and comfort during their air travel, said Yuan Heping, a regular flier who works for a Beijing-based joint venture.
Some airlines said they have already taken measures to respond to the administration's demand for improved services.
Ma Xulun, president of Air China Limited, said his company plans to inject 700 million yuan (US$84 million) into improving cabin facilities to boost service quality.
In addition to delays, passengers complained about overly complicated procedures before boarding, poor in-flight catering and unreasonable prices in airport shops and restaurants.
(China Daily, Xinhua News Agency March 3, 2005)
