A local passenger, whose flight tickets were apparently rescheduled by another person, has accused China Eastern Airlines (CEA) of lax management and security procedures.

The airline admitted Monday that there have been similar cases, but said as yet there was no solution to the problem.

A woman, surnamed Guo, had to spend 4,200 yuan ($660.2) to repurchase return tickets from Kunming, Yunnan Province, to Beijing on July 28, as she was told by the airline her ticket had been changed to August 9, reported the Beijing Morning Post Monday.

Guo was told a man called to reschedule by giving her full name and personal ID card number. CEA refused to pay Guo’s economic loss on the tickets, according to the report.

"The caller was obviously a male, not a female. The airline should ask more questions to prevent the scam," Guo told the Beijing Morning Post.

An anonymous customer service operator from CEA said a flight could be rescheduled over the phone as long as a name, ID number and flight number were provided.

"Such complaints from passengers have happened, but I don’t know how the company dealt with them," she said.

In two similar cases, both at Lijiang Sanyi Airport, also in Yunnan, passengers were told their flights had been rescheduled, one on July 29, according to a complaint on CEA’s microblog, and another on July 26, reported the Chengdu Daily.

A publicity employee from CEA, surnamed Luo, said he was aware of Guo’s case but refused to comment, as several departments are involved in the issue and its resolution.

However, the female customer service employee said it was possible an airline employee had done it in order to sell the ticket to other passengers.


SOURCE: globaltimes.cn


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