Most consumers hope airline companies abolish their "cancellation fees" and raise the compensation payment for delayed or lost luggage, a report said.

 

The China Consumers Association released a report on Tuesday addressing service quality in the civil aviation industry following a survey among airline consumers conducted in August and September.

 

According to the report Chinese consumers were "generally" satisfied with the service, but were critical of airlines in terms of ticketing, cabin service, and delayed or lost luggage.

 

Nearly 70 percent of those surveyed said they were generally satisfied, 30 percent said it was "mediocre" with 2 percent calling the service "bad."

 

Statistics indicate China's civil aviation sector handled 280 million passengers last year, an increase of 15.7 percent over 2004.

 

"The service sector in the fast-growing civil aviation industry, however, falls behind in many aspects," the report said.

 

Only 16 percent of consumers believed it reasonable for airline companies to charge cancellation fees, making the practice highly controversial.

 

A majority said some airline companies' provisions that "discounted air tickets cannot be changed or cancelled" was unfair and formed a blatant violation of consumers' rights.

 

A clerk at an air ticket office in Beijing said most airlines charge 5 percent of the ticket price for cancellation and even more for discounted tickets.

 

China Southern Airlines, however, charges no cancellation fee if a ticket is cancelled 48 hours before the flight.

 

Most consumers said it was unfair that lost baggage compensation for domestic flights stood at 100 yuan (US$12.5) per kilogram while for international flights it was US$20 per kilogram.

 

The report showed 11 percent of the consumers had experienced damaged luggage and 2 percent lost luggage.

 

A number of them complained that many airport handlers do not properly check luggage that has been checked-in, leading to delays or loss.

 

Furthermore, if a bag is damaged, receiving compensation from either airlines or airports is very difficult.

 

Many consumers also complained that civil aviation authorities do not provide timely information about delays with explanations oft being too simple.

 

Some transport sectors do, however, respond to complaints as one railway passenger in Beijing found out.

 

On Tuesday, Minister of Railway Liu Zhijun apologized to a passenger who wrote to him complaining about poor food on a train.

 

In September, Jiang Haicheng ordered a train meal of "black fungus and Chinese cabbage," soup and rice, which cost him 30 yuan (US$3.75).

 

However, Jiang complained the meal was far from enough. "I found it contained very little cabbage," Jiang said.

 

On Tuesday afternoon, two railway officials visited Jiang with an apology letter written by Liu. They refunded 20 yuan (US$2.5) to Jiang for the inferior meal.

 

(China Daily December 14, 2006)