降舱或退票二选一？旅客不该为机型调整买单

Core Viewpoint - The airline's last-minute aircraft change led to a forced downgrade for a passenger and her family, highlighting a lack of clear communication regarding the risks associated with upgrading to a premium cabin [1][7][10] Group 1: Incident Overview - A passenger, Liu Na, experienced a downgrade from a premium cabin to economy class due to a last-minute aircraft change by China Southern Airlines (CZ3106) [2][4] - The change resulted in the family being separated and seated in non-adjacent middle seats, contrary to their original seating arrangement [2][4] - Liu Na had previously paid 657 yuan to upgrade to the premium cabin for a more comfortable experience [3][6] Group 2: Customer Service Response - Upon receiving the downgrade notification, Liu Na was presented with only two options: accept the downgrade or cancel the ticket [5][6] - Customer service indicated that if she accepted the downgrade, the upgrade fee would be refunded, but Liu Na felt this did not meet her needs for comfort [5][6] - Liu Na proposed alternative solutions, such as rebooking on a flight with premium seating, but these were not accommodated by customer service [5][6] Group 3: Airline's Policy and Communication - China Southern Airlines stated that the downgrade was a non-voluntary situation and that they would refund the upgrade fee as per their policy [7][8] - The airline's upgrade policy did not clearly specify that a change in aircraft could lead to a downgrade, which Liu Na argued misled consumers [8][9] - Legal experts emphasized the need for airlines to clearly communicate all potential risks associated with upgrades to ensure consumer awareness [9][10]