飞机机型临时调整 付费升舱变强制降舱 消费者权益保障标准不清

Core Points - The article discusses a consumer's experience with an airline, specifically Southern Airlines, 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 consumer [1][2][6] Summary by Sections Consumer Experience - A consumer named Liu Na faced issues when her family was downgraded from premium economy to standard economy on a Southern Airlines flight due to a last-minute aircraft change [2][6] - The family was not only downgraded but also had their seats scattered, resulting in them sitting apart from each other [2][6] Airline's Communication - Liu Na received a text message from Southern Airlines informing her of the downgrade, but the message did not specify the reason for the change [2][9] - Upon contacting customer service, Liu Na was told that the aircraft change did not have premium economy available, which contradicted the information provided by the airline's customer service when contacted by reporters [2][9] Ticket Purchase and Upgrade - Prior to the downgrade, Liu Na had purchased tickets for her family and upgraded them to premium economy for better comfort, especially considering the age of her parents and the presence of her young daughter [5][10] - The upgrade cost was 657 yuan for all three passengers, and Liu Na specifically chose a flight that offered premium economy for its advantages in space and convenience [5][10] Options Provided by the Airline - After the downgrade, Liu Na was presented with two options: accept the downgrade or cancel the tickets for a refund [8][9] - Customer service indicated that if Liu Na accepted the downgrade, she would receive a refund for the upgrade fee, but this did not meet her needs for comfort and seating arrangement [9][10] Airline's Policy and Consumer Rights - Southern Airlines stated that their policy allows for refunds of upgrade fees in cases of involuntary downgrades, but Liu Na argued that the risks associated with aircraft changes were not clearly communicated at the time of purchase [11][12] - Legal experts noted that airlines have an obligation to inform consumers about potential risks that could affect their travel experience, such as aircraft changes leading to downgrades [16][17]