平均38.7%座位被锁定 江苏消保委约谈10家航司要求限期整改

Core Viewpoint - The recent practice of airlines locking seats and charging for seat selection has raised consumer concerns, as it is seen as a way for airlines to increase revenue at the expense of consumer rights [1][2]. Group 1: Investigation Findings - A special investigation by Jiangsu Consumer Council targeted 10 domestic airlines, revealing that seat locking is prevalent, with the proportion of locked seats in economy class ranging from 19.9% to 62.1%, averaging 38.7% [1][2]. - The locked seats are primarily desirable ones, such as those in the front row, window, and aisle, limiting consumer choice to less favorable options [1][2]. Group 2: Consumer Rights Violations - The unlocking mechanism for preferred seats often requires payment through membership points or miles, disadvantaging non-members or occasional travelers who lack accumulation channels [2]. - Airlines have introduced additional paid options for unlocking seats, effectively splitting the basic seat selection rights into paid services, increasing travel costs for consumers [2]. - Information regarding seat locking rules and fees is often unclear, violating consumers' right to know, with customer service responses being inadequate and contradictory [2]. Group 3: Recommendations for Airlines - Airlines are urged to ensure transparency by clearly informing consumers about seat distribution and pricing policies [3]. - Fairness in rules must be maintained, ensuring equal seat selection opportunities for all passengers at the same fare [3]. - Airlines should respect consumer autonomy by safeguarding their right to choose and preventing disguised compulsory consumption [3]. Group 4: Required Actions - Airlines must conduct self-assessments to address excessive seat locking and eliminate disguised paid seat selection models, ensuring a reasonable and balanced distribution of free seat options [3][4]. - Unfair clauses in agreements related to seat locking should be reviewed and amended to avoid limiting consumer rights or increasing consumer responsibilities unfairly [4].