What should I do if my ticket is overbooked? ——Analysis of airlines’ overbooking strategies and passenger response guidelines
Recently, with the arrival of the tourist season, the problem of overbooking of air tickets has once again become a hot topic. Many passengers only discovered that their seats had been "taken away" when they checked in, resulting in trip delays or even cancellations. This article will combine the hot content on the Internet in the past 10 days to analyze the reasons for overbooking of air tickets, airlines' response strategies, and how passengers can protect their rights and interests.
1. What is overbooking of air tickets?
Overbooking is when an airline sells more tickets than there are actual seats. This is a common business tactic to avoid empty seats due to last-minute cancellations or changes. However, overbooking may also result in some passengers being unable to board the flight, causing disputes.
2. Statistics on airline overbooking
| airline | Overbooking rate (%) | Number of complaints in 2023 (times) |
|---|---|---|
| Air China | 5-8 | 1,200 |
| China Southern Airlines | 4-7 | 980 |
| China Eastern Airlines | 6-9 | 1,500 |
| Hainan Airlines | 3-6 | 750 |
(Data source: Civil Aviation Administration of China’s 2023 third quarter report)
3. What should passengers do if they encounter overbooking?
1.Advance online check-in: The overbooking compensation policy of most airlines is based on the check-in order. The earlier you check in, the safer it is.
2.Understand the compensation policy: According to the regulations of the Civil Aviation Administration of China, if an airline is unable to board a flight due to overbooking, it must provide the following compensation:
| delay time | Economy class compensation standards | Business class/first class compensation standards |
|---|---|---|
| Within 2 hours | 200 yuan | 300 yuan |
| 2-4 hours | 300 yuan | 500 yuan |
| more than 4 hours | 500 yuan | 800 yuan |
3.Negotiate a solution: You can ask the airline to provide additional compensation such as ticket changes, accommodation or vouchers.
4.Preserve evidence and protect rights: Save the boarding pass, overbooking notice and other vouchers, and make a complaint to the Consumer Affairs Center of the Civil Aviation Administration of China (Tel: 12326) when necessary.
4. Recent hot events related to overbooking
1.Complaints about overbooking surge during May Day holiday: According to statistics from the Black Cat Complaint Platform, between May 1st and 5th, there were more than 1,200 complaints related to overbooking of air tickets, a year-on-year increase of 45%.
2.A celebrity successfully defended his rights after being oversold.: Actor Zhang Moumou exposed an airline's overbooking and non-compensation incident on Weibo, and eventually received double compensation, triggering heated discussions across the Internet.
3.Solicitation of opinions on new regulations: The Civil Aviation Administration of China plans to issue new regulations requiring airlines to clearly include overbooking information in ticket purchase contracts, which is expected to be implemented from 2024.
5. Expert advice
1. Choose flights with lower overbooking rates (morning flights usually have less overbooking).
2. Passengers who directly purchase "non-refundable" special tickets when purchasing air tickets are most likely to be prioritized.
3. Joining an airline’s frequent flyer program can reduce the probability of overbooking adjustments.
4. Claims for overbooking on international flights can be made in accordance with the Montreal Convention, up to a maximum of US$5,000.
Conclusion:
Overbooking of air tickets is a common phenomenon in the aviation industry, but passengers can protect their rights and interests through advance preparation and legal rights protection. It is recommended that you pay attention to the airline's overbooking announcements before traveling, handle the situation calmly, and decisively use legal weapons when necessary. Data from the Civil Aviation Administration of China shows that the satisfaction rate for handling overbooking complaints in 2023 reached 87%, proving that rights protection channels are smooth and effective.
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