Recently, Ms. There was about an hour left, which caused dissatisfaction among many passengers. Spring Airlines responded to the Nandu reporter on this matter, saying that the flight was canceled due to air traffic control, and Spring Airlines has subsequently provided accommodation and flight change services for passengers.
According to the order information provided by Ms. Xie, she purchased Spring Airlines flight 9C6661 online. It is expected to take off from Guangzhou at 21:10 on July 6 and arrive in Ningbo at 23:15.
Ms. Xie told Nandu reporters that at 18:38 on July 6, she received a delay message from the airline, indicating that the flight would be delayed until 22:05 that day. After arriving at the airport, he received another flight cancellation text message at 20:58, and at this time there was only about an hour left before the delayed departure time.
Ms. Xie said that due to the sudden cancellation of the flight, the more excited passengers at the scene had violent behaviors such as slapping tables and chairs. The scene was relatively chaotic at that time, and the police were required to intervene at one time. For safety reasons, Ms. Xie called the police for help, hoping that the police would help resolve the dispute. However, since this dispute is a consumer dispute, the police are only responsible for maintaining order on the scene and cannot further intervene to coordinate the conflict between the two parties.
"During the communication between passengers and Spring Airlines , two persons in charge of Spring Airlines responded that the flight was canceled due to objective reasons. Spring Airlines was temporarily unable to meet the accommodation needs of all passengers that night, and could not inform them of the specific requirements. Take off time." Ms. Xie said.
She believes that normal flight cancellations will be notified one week in advance. In case of special circumstances, it is reasonable to notify passengers three or four hours in advance. However, Spring Airlines first sent passengers delay information, then informed them that the flight was canceled after they arrived at the airport, and subsequently did not provide any compensation to passengers, which she found unacceptable.
"The airline has not disclosed the reasons for delays and cancellations in such a short period of time, and we passengers have always been in a state of opaque information." Ms. Xie also said that although the airline subsequently provided accommodation and changed tickets, she was still on the same flight. Another passenger on this flight had his flight canceled five times in a week. The airline did not mention the relevant reasons in the first four cancellation notices.
A reporter from Nandu called Spring Airlines regarding this matter. The relevant customer service staff said that the flight was canceled due to air traffic control in order to maintain flight order. “At that time, there may have been insufficient communication between the staff and passengers. However, after communication and negotiation, Spring Airlines has provided accommodation and flight change services for passengers, meeting everyone’s demands. The next day, Spring Airlines responded via text message. Regarding Spring Airlines’ reply, Ms. Xie believes that the logic behind the flight change is still unclear. "Some passengers were automatically arranged by the system to take the flight departing at 6:30, while the rest were arranged to take the flight departing at 9:00." Ms. Xie said that apart from the text message notification, Spring Airlines did not communicate with passengers.
Interview and writing: Intern Lu Yitong, Nandu reporter Ma Minglong
