首都航空：深表歉意

Core Viewpoint - Capital Airlines issued an apology regarding the mishandling of passenger luggage on flight JD5841, acknowledging the poor experience faced by travelers [2][5]. Group 1: Incident Details - On August 5, flight JD5841 from Hefei to Changchun had some passengers' luggage fail to arrive with the flight due to a high passenger load factor of 96%, leading to the requirement for oversized carry-on luggage to be checked [6][10]. - Passengers were informed that their luggage would not arrive with them and were advised to retrieve it the following day, which caused significant inconvenience [10]. Group 2: Company Response - Capital Airlines expressed regret over the incident and stated that there were communication issues from customer service that failed to resolve the situation promptly [7][12]. - The company has initiated an internal investigation to address the issues and clarify responsibilities [7]. Group 3: Policy Clarification - The airline reiterated its baggage policy, stating that carry-on luggage must not exceed specific dimensions and weight, and that oversized luggage would be checked at the gate, potentially causing delays [10][12]. - Capital Airlines has committed to improving the visibility of its baggage policies on its website and app to enhance customer awareness [12]. Group 4: Operational Context - Capital Airlines, established in 2010, operates a fleet of 90 Airbus aircraft and serves 129 domestic and international routes, with a focus on major cities and tourist destinations [14]. - The airline has recently experienced a surge in passenger volume, carrying nearly 1.57 million passengers in July alone, and has launched 34 new domestic routes during the summer travel peak [14].