The Consumer Council conducted a questionnaire on the terms and conditions and service fees of airline companies that operate routes departing from Macao. The feedback shows that a service fee of up to $800 will be charged by a certain airline company if a consumer has not taken the flight and files refunds of Macao Airport passenger service fees and airport security fee due to personal reasons. Consumers are reminded to compare the service terms and charged items of different airline companies before purchasing their tickets, meanwhile, consumers should not only consider the base fare when purchasing discounted air tickets but also take into consideration the amount charged for checked baggage and meals.
Pay attention to charges for checked baggage service
The Consumer Council sent out a questionnaire to over 20 airline companies operating routes departing from Macao. Questions include regulations of checked baggage, arrangements for flight cancellation, surcharges of air tickets, and procedures and fees charged for filing consumers’ refunds of Macao Airport passenger service fees and airport security fee.
Responses from airline companies show that free checked baggage service may not be offered for tickets sold by low cost airlines and for discounted tickets, and consumers have to purchase the needed baggage weight. The Council therefore reminds consumers to include all the necessary fees when planning for their trips.
Airline charges $800 for refunding airport service fee of less than $200
For flights cancelled due to force majeure or business reasons, all airlines will offer arrangements such as refund or change of flights or destinations to consumers. Meanwhile, in case of consumers file for refunds of the $140 Macao Airport passenger service fees and airport security fee due to personal reasons, about half of the surveyed airline companies will help consumers for free, some companies will charge a service fee from about $10 to $800. The Council points out that a service fee of $800 is unfavourable to consumers and calls on the airline company to review their practice to respect and protect consumers rights.
Consumers should know airlines’ terms well
The number of complaints regarding air transport has slightly increased in recent years. A total of 44 cases were received by the Consumer Council in 2017, the main issues include arrangements for flight changes or cancellations and other service charges, consumers are suggested to compare fares and service charges of different airline companies to fir their own travel plans. Also, personal details must be filled in accurately when purchasing flight tickets online, consumers should also read about the service terms clearly before making decision to avoid unnecessary loss or dispute.
Airline companies to list detailed charges and restrictions
Airline companies are suggested to list out all fees and conditions of use in all their websites and advertisements, in case of flight changes or cancellations, the airline companies are responsible for notifying consumers about their arrangements as soon as possible to safeguard the rights of passengers.
The detailed report of the questionnaire (Portuguese and Chinese only) is now available on the Council’s website (www.cosnumer.gov.mo) for consumers’ reference.
Website link (Portuguese): http://www.consumer.gov.mo/News/Data/PDF/Report/aviation_terms.pdf