Airlines in Hong Kong should step up service over add-on perks: consumer watchdog
Consumer Council says it received 1,057 complaints on air tickets and airline services from January to August, many about prepaid add-on perks
Hong Kong’s consumer watchdog has urged local airlines to improve their communication with travellers who make purchases of add-on services on top of their tickets, after logging more than 1,000 complaints in the first eight months this year.
The Consumer Council said on Monday it had received 1,057 complaints over air tickets and airline services from January to August, a roughly 17.5 per cent decrease compared with the same period last year.
The watchdog revealed the figures with an eye on Hong Kong-based airlines that offered different price packages on varying baggage allowances and add-on services such as priority check-in and preselection of seats.
“While this flexible pricing model offers consumers more choices, it can also easily lead to disputes when unforeseen circumstances or service adjustments result in unmet expectations,” the council said.
“When service adjustments occur, airlines should promptly inform passengers and provide comprehensive and accurate updates.”
In one case reported to the council, a traveller paid HK$1,040 (US$133) to preselect seats, including two window seats, for his family of four on a round trip journey.
