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 over 1,000 complaints in the first eight months this year.
The Consumer Council said on Monday it had received 1,057 complaints on air tickets and airline services from January to August, a roughly 17.5 per cent decrease compared to the same period last year.
The watchdog revealed the figures with an eye on Hong Kong 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,” it added.