Flying these days can be an ordeal, especially during peak travel times, so it is understandable that passengers are willing to shell out more to make their trip a bit smoother.

Problems arise, however, when airlines fail to deliver on those services. The Consumer Council is rightly calling for improved customer service after fielding 1,057 complaints over air tickets and airline services from January to August.

While the volume dropped from a year earlier, the watchdog’s latest report focused on Hong Kong-based airlines that offer different price packages for varying baggage allowances and fees for add-on services like priority check-in and choosing your seat in advance.

The airlines should heed the council’s call for them to put more effort into explaining the charges to passengers to head off nasty surprises.

One passenger paid extra to preselect window seats for his family for a round-trip journey, but when it came time to fly, their seats were not available and they were assigned one window seat. But after boarding they found even that window was sealed and covered with a magazine rack.

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