“两老一小”升舱后遭强制降舱！南航：不接受就只能退票重买

Core Points - The article discusses a consumer's experience with China Southern Airlines (CSA) regarding a last-minute downgrade from a premium economy class to standard economy due to a change in aircraft type, leading to dissatisfaction and inconvenience for the passenger and her family [1][2][4][5] Group 1: Incident Overview - The consumer, Liu Na, had booked premium economy seats for her elderly parents and daughter on flight CZ3106 from Beijing to Guangzhou, but received a last-minute notification of a downgrade to standard economy due to a change in aircraft [2][4] - The downgrade not only separated the family into different seats but also did not provide the comfort and convenience that premium economy was expected to offer [5][7] Group 2: Customer Service Response - Upon receiving the downgrade notification, Liu Na was presented with two options: accept the downgrade or cancel the ticket, with the latter option being financially burdensome due to increased ticket prices close to the travel date [7][8] - Liu Na attempted to negotiate alternative solutions with customer service, including rebooking on a flight with premium economy availability, but was met with refusal [8][9] Group 3: Company Policy and Consumer Rights - CSA stated that the downgrade was a non-voluntary action and that they would refund the upgrade fee, but Liu Na argued that the terms did not clearly outline the risk of aircraft changes leading to downgrades [9][10][13] - Legal experts noted that consumers purchasing upgrades expect to receive the promised service level, and any factors affecting this should be clearly communicated by the airline [13][14]