Core Viewpoint - The recent launch of the "Surprise Number" precise delay insurance by the company has faced significant consumer backlash due to its stringent claim conditions, leading to accusations of misleading marketing and likening it to a gambling game [1][7][9]. Product Details - The insurance product is priced at 9.9 yuan and offers a 300 yuan allowance if the flight delay matches a randomly set number of minutes [1][3]. - The product's claim conditions require the actual flight delay to exactly match the predetermined "Surprise Number" for compensation, which many consumers found misleading [3][5]. Consumer Reactions - Numerous consumers have expressed frustration on social media, stating that the critical information regarding the claim conditions is easily overlooked, leading to feelings of being misled [5][7]. - Complaints on platforms like Black Cat Complaints highlight instances where consumers believed they qualified for compensation based on their delay times, only to find discrepancies with the app's reported delay [5][9]. Company Response - The company has acknowledged the feedback and has decided to discontinue the "Surprise Number" product due to its negative impact on user experience [8][9]. - Customer service representatives indicated that the product was intended to provide more flexible delay compensation but recognized the need for improvement based on user feedback [8][9]. Industry Context - The "Surprise Number" insurance is underwritten by Sunshine Property & Casualty Insurance, with the activity being facilitated by the company in collaboration with a licensed insurance provider [9]. - Experts have raised concerns about the legality and consumer protection aspects of such precise delay insurance products, suggesting that regulatory clarity is needed in the industry [9]. Company Background - The company, known for its comprehensive travel services, is a subsidiary of China Civil Aviation Information Network Co., Ltd., which provides essential information services to major airlines and airports in China [11][12]. - The platform has been expanding its services, recently launching a direct sales feature for airline tickets, enhancing user experience by allowing price comparisons across multiple airlines [11][12].
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