Hong Kong Consumer Council criticises airlines’ lack of transparency on compensation for delayed, cancelled flights
- During undercover calls by the council, just four airlines out of 20 were able to explain the company’s specific policies on delayed and cancelled flights
- The remaining 16 often answered: ‘It depends on the situation’
Major airlines say on their websites that adhering to flight times is not part of their contracts, allowing carriers to change schedules without transparency or taking responsibility for passengers’ losses, Hong Kong’s consumer watchdog has found.
The airline companies do not clearly state the terms of compensation for delayed or cancelled flights on air tickets, leaving passengers unaware of their risks, the Consumer Council said on Monday.
Sixteen of the 20 airlines surveyed by the council had clarified the position on their official websites. The other four said they reserved the right to change flight times at any time.
In another disclaimer, 16 airlines, unnamed by the council, said they would not be liable for any loss caused by code-shared flights operated by other carriers.
Airlines in [Europe and North America] have a [higher] common standard that they have to adhere to regarding compensation policy
Gilly Wong Fung-han, the council’s chief executive, criticised airline companies for a lack of transparency on compensation policies and poor customer service, saying most passengers usually were unaware of the terms posted on official websites.
During undercover calls by the council, just four airlines were able to explain the company’s specific policies on delayed and cancelled flights. Those airlines were based in Europe, the United States and Canada, where carriers are legally required to define ticket compensation policies in case of flight delays and cancellations.