机票搭售顽疾：是平台算计太深，还是我们“妥协”太久？

Core Viewpoint - The article discusses consumer complaints regarding hidden insurance sales on the Fliggy app, highlighting issues of transparency and user experience in the purchasing process [1][4][9]. Group 1: Consumer Complaints - A user reported that while purchasing a flight ticket on the Fliggy app, an insurance fee was automatically added without clear notification, making it difficult for users to opt-out [1][4]. - As of December 22, there were 7,744 complaints against Fliggy on the Black Cat Complaints platform, primarily concerning forced insurance sales and unreasonable ticket refund policies [4][8]. - Users expressed frustration over the lack of clarity in the payment process, with one user stating that the insurance was added without a visible option to cancel it [5][6]. Group 2: Company Response - Fliggy's customer service acknowledged that all fees are displayed on the page and that insurance is an optional service, but admitted that some users may find the process uncomfortable [8]. - The company stated that refunds for insurance can be requested up to two hours before the flight, but this does not address the initial lack of transparency during the purchase [8][9]. Group 3: Legal and Regulatory Concerns - Legal experts suggest that Fliggy's design may violate consumer rights by misleading users into non-voluntary purchases, potentially infringing on the Consumer Rights Protection Law [9][10]. - The article notes that the issue of bundled sales in the airline industry is persistent, driven by weak compliance awareness and insufficient regulatory enforcement [10][11]. - Recommendations include improving transparency in the sales process and enhancing regulatory measures to protect consumer rights [13][14]. Group 4: Industry Trends and Recommendations - The article highlights a growing trend of complaints in the transportation sector, with a 105% year-on-year increase in complaints related to ticket sales [10]. - Experts suggest that to effectively address the issue of bundled sales, there should be a focus on reducing information asymmetry and improving the overall consumer experience [13][14]. - The need for stronger regulatory frameworks and enforcement actions is emphasized to ensure fair practices in the online travel industry [14].