买错机票3分钟内退票仍扣费75%，离起飞还有7天，航司回应：属于个人过错，无法减免

A Chinese traveler who accidentally booked a flight for the wrong date and canceled within three minutes was still charged 75 percent of the ticket price, sparking fresh debate over airline refund policies.

旅客反映：

出票3分钟退票被扣75%，距离起飞还有7天

湖南的王先生反映，他女朋友孟女士在9月21日晚上8时30分许，购买了一张9月28日从哈尔滨飞往长沙的机票，“在出票1分钟内，我对象发现买错日期，两三分钟内赶紧申请退票，申请退款时发现，所有选项都是只能退全部票价的20%或者25%。当时很仓促，又赶紧打电话联系长安航空的客服，工作人员说，全额退票退不了，申请拦截取消退款也取消不了。最后1130元的机票，只退款了372元。”

The passenger surnamed Meng bought an Air Changan ticket on Monday for a flight from Harbin to Changsha on Sep 28. According to her boyfriend surnamed Wang, she noticed the date error within a minute of the purchase and applied for a refund two to three minutes later. The ticket cost 1,130 yuan, but she received only 372 yuan back.

Wang filed a complaint with the hotline 12326. He said the airline later called back but maintained that no full refund would be given, citing company policy.

王先生认为很不合理，在网上搜索，有的航空公司有错购两小时内全额退票，还有的航司会根据地点或日期有不同的错购退票政策。“距离起飞还有7天，购票两分钟就退款，对航司有什么影响？结果扣了我700多元……”

购票截图显示，孟女士机票票面为9月28日16:35哈尔滨出发，20:25到达长沙，经济舱（A）。购票付款时间为9月21日晚8时33分，票价1130元；提交退票时间为8时36分，9月22日上午7时53分航司退款审核通过，7时56分退款完成372元。

长安航空：

不能与购物退换货相比，无法减免费用

在王先生提供的与长安航空沟通的录音中，长安航空服务质量督查作最终回复称，其客票不予减免，因为不符合公司全退规定，属于个人原因错过，没有办法减免。“我们航司航班正常的情况下，旅客退票都属于自愿退票，不予受理减免诉求。航司没有错购的政策。”该督查人员说，长安航空公司的客票购票规则写明，旅客一旦支付，如果因为个人原因无法出行，需要扣费。

In a recording of a call with Air Changan's service quality supervisor, the official said the ticket could not be discounted or refunded because it did not meet the company's full-refund criteria and the cancellation was due to personal reasons.

录音中，王先生认为航司规则不合理并表示，日常超市购物、网购等，发现买错了都在一定时限内可退。该督查人员说，“您不需要把超市以及买错东西的这种案例给我，这边还有其他旅客的电话要服务，航司以最终的答复给您告知，客票无法减免。”说完挂断电话。

记者核实：

经济舱“特价”机票，退票最少扣费65%

记者在长安航空官网上查询到，经济舱（A）对应为特价机票，只要退票最少扣65%，要离起飞336小时以上；距离起飞前4小时内退票扣100%；距离起飞336~72小时之间退票，扣费75%。

A check of Air Changan's website shows that economy class (A) is a discounted fare. Refunds are subject to a minimum 65 percent deduction if made more than 336 hours before departure; 75 percent if between 336 and 72 hours; and 100 percent if within 4 hours of departure.

9月24日下午，记者联系到长安航空，工作人员说，王先生反映的问题已记录，会由专人3个工作日内回复。该航司没有错购2小时内免费退票的政策，按照孟女士机票，最划算的扣费就是336小时以上退票，最少扣65%，“不同折扣和航班时间，扣费比例都不同。”

A staff member said that forMeng's ticket, the most favorable option would have been canceling more than 336 hours before departure, which still carries a minimum 65 percent deduction. 

专业人士：

建议设立“购票冷静期”

9月24日，华商报大风新闻记者联系到西安市网络智库与产业发展研究会常务副会长孙为立。他说，当前部分航空公司在退改签规则执行中存在“刚性有余、弹性不足”的现象。实际上，国内已有部分航空公司实施了“错购两小时内免费退票”的人性化政策，在保障运营秩序的同时兼顾了旅客的合理诉求。

An industry expert said that some airlines show "more rigidity than flexibility" in enforcing refund and change rules. In fact, several domestic carriers have already adopted a more accommodating policy of offering free refunds within two hours of a mistaken purchase, balancing operational needs with reasonable passenger requests.

针对这一问题，孙为立建议，优化退改规则，设立“购票冷静期”。建议航空公司参考行业良好实践，对出票后极短时间内，如5-10分钟内，且距起飞时间较长的错购退票，酌情减免手续费。

He suggested that airlines introduce a cooling-off period for ticket purchases. For cancellations made within a very short window, such as five to ten minutes after purchase, and well before departure, fees should be reduced or waived at the airline's discretion.

“旅客非主观恶意的即时错购，若未对航司造成实际运力损失，机械套用高额扣费条款，既不符合《民法典》关于公平原则和违约金应与实际损失相当的精神，也易引发消费纠纷。”

来源：环球时报 光明日报 华商报大风新闻 荆楚网