Airline apologizes, but sticks by blacklist

Shanghai-based budget carrier Spring Airlines apologized on Thursday for being unable to meet passenger demands such as compensation for flight delays.

But the airlines insisted it will not compensate passengers for flight delays or serve passengers who do not follow the terms of the ticket purchase.

"Passengers who agree to follow the terms of purchasing air tickets will be welcomed and can be removed from 'the list of passengers whom the airline has no ability to serve for the time-being' instantly," it said in a written statement. The list, dubbed the blacklist by many passengers, has become a focus of public criticism.

A passenger surnamed Liu complained to the media that she was banned from buying tickets from Spring Airlines after receiving 200 yuan ($31) in compensation on April 30 due to flight delays.

She was told she is on the company's "blacklist", which immediately triggered heated discussion online amid growing public dissatisfaction at flight delays.

The airline explained that the measure has only been used against a few passengers who used irrational measures to get what they wanted and hampered other passengers' rights.

The airline said the flight Liu took from Shanghai to Harbin on April 30 was originally delayed four hours, but was later extended to eight hours because of some passengers' irrational behavior.

"Some passengers refused to board the plane, asking for compensations ranging from 500 yuan to 700 yuan," it said.

"They blocked the boarding gate and prevented other passengers from boarding the plane. They cursed airline workers and threw instant noodles at them," it said.

After failing to persuade them, the airline paid 200 yuan to each of the passengers, enabling the flight to take off.

On Thursday, many passengers still expressed dissatisfaction against the airline's measure, saying they would not buy tickets from the airline any more.

But some netizens said they understood the airline's position.

"As long as it is not a monopolizing company, the company is free to set up a blacklist. After all, it will take the consequences, either economic losses or social impact, all by itself," said netizen Guoli Xiwen from Hangzhou.

Civil aviation authorities said airlines do not need the authorities' approval to set up a blacklist.

But Zhang Qihuai, a lawyer specializing in the civil aviation sector, said the authorities should establish rules for airlines to follow concerning passenger blacklists, since airlines have different policies regarding compensation for flight delays.

The differences are confusing for customers, Zhang said.

xindingding@chinadaily.com.cn