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被困航空乘客别指望贵宾待遇
Don’t count on royal treatment when flights get cancelled or delayed

漫长的航班延误越来越屡见不鲜,给前往中国的航空旅客带来意想不到的麻烦。而随着中国各地不断拉响橙色雾霾预警,笼罩中国的严重雾霾使得航班延误更加雪上加霜。但是乘客应该牢记,当航班因恶劣天气而取消或延误时,千万不要指望航空公司提供酒店住宿和计程车服务等贵宾待遇。

Airline travelers to China may face stressful travel experiences as lengthy flight delays have become increasingly common. Smog in China also becomes an additional factor for disruption as orange smog engulfs the country. But passengers should bear in mind that when the flight gets canceled or delayed due to bad weather, don’t count on royal treatments from airlines that include hotel rooms and taxi services.


《大中报》读者王林(化名)在去年11月乘坐加航航班从北京飞回多伦多时,就遭遇了令人沮丧的旅行经历。由于出现严重雾霾,这趟航班在旅客登机后迟迟未起飞,最终所有乘客在停机坪滞留长达七个小时后,在午夜时分被要求下飞机。

Wang Lin (not his real name), a Chinese News reader had a frustrating travel experience after he boarded an Air Canada flight from Beijing to Toronto in last Nov..  The flight was grounded after boarding due to heavy smog, and as a result, all passengers had been stuck on tarmac for as long as 7 hours before they were ordered to leave the plane at midnight.


王林称:“我母亲已经79岁,父亲更是81岁高龄,我们当时的困境可想而知,但是出乎我们意料的是,航空公司拒绝提供任何酒店住宿,最终我们只能在机场一直熬到第二天早上,这简直就是一场噩梦!”

 “You can imagine the hassles we were facing, given that my mom is 79 and dad is 81,” says Wang. “But to our surprise, the airline refused to offer any hotel accommodations. As a result, we were stranded at the airport for the rest of the night and several hours the next day. It was a nightmare!”


遭遇航班延误无疑会让人倍感沮丧,而航空乘客也的确有资格享受某些权利和补偿。但是按照加航的政策,当航班因恶劣天气等不可控因素而导致延误时,航空公司无需为滞留乘客提供酒店住宿。加航亦表示,其无力为所有因航班延误或取消而受影响的乘客提供补偿。

Dealing with a flight delay can be frustrating, and airline passengers are entitled to certain rights and compensations. But Air Canada policy does not require the airline to provide hotel accommodations to the stranded passengers in the event that the delay is caused by reasons out of their control – such as bad weather. The airline also says that it is beyond its capacity to provide remedy for every consequences of a delayed or cancelled flight.


加航发言人Peter Fitzpatrick在发给《大中报》的一封电邮中称:“在当晚北京还有另外60多架航班也被取消,而这也就是加航为何无法提供酒店住宿的原因,因为恶劣天气是不可控因素,我们的责任则非常有限。此外,在碰到这种多家航空公司同时受到影响的情况时,处理起来也会更加困难。”

“There were more than 60 other cancellations in Beijing that night, so that is why there were no hotels,” says an email to Chinese News from Peter Fitzpatrick, Air Canada media spokesperson. “When there is a weather event, our liability is limited because it is outside our control. It is also difficult when a number of airlines are affected at the same time as in this case.”


但是加航仍向所有受影响的乘客提供了下一次行程机票的25%折扣码,作为善意补偿。

But Air Canada offered a goodwill gesture -- 25% discount codes to all affected passengers for their next trip.


加航在电邮中还称:“王先生,我知道你当时处境非常艰难,我对由此给你以及你的父母带来的不便深表歉意。”

 “Mr. Wang, I realize you had a very difficult time and I take this opportunity to offer my sincere apologies for the inconvenience caused to you and your parents.”


但是王林对加航的善意补偿似乎并不满意。他称:“我想其他航空公司在航班延误的情况下会为乘客提供更好的补偿。几年前,我在乘坐美国航空公司的航班时行李被延误了一晚,结果航空公司赔偿了$50元,难道加航对待乘客还不如美国航空公司对待一只行李?”

But Wang seems unsatisfied with this goodwill gesture. “I think other airlines can offer better compensations to passengers under the circumstances,” says Wang. “Several years ago, I was taking a American Airline flight, and my luggage was delayed for one night. The airline offered $50 compensation… It seems that an American Airline’s luggage got a better treatment than an Air Canada passenger!”


实际上,由于乘客所选择的航空公司以及导致航班被取消或延误的原因不同,由此受影响的航空乘客所享受的权利也有可能截然不同。而对比不同航空公司的补偿政策会让你更加沮丧。

Indeed, the rights that airline passengers are entitled to when their flights are cancelled or delayed could be quite different depending on which airline you are flying and what scenario is. And drawing comparison between different airlines’ compensation policies can make you feel even more frustrated.


最近有媒体报道称,在波特航空公司的一架航班因恶劣天气而导致在多伦多起飞延误后,有乘客抱怨称波特航空不安排其入住酒店过夜,而是向他提供避难所的联络电话。

According to a recent media report, a Porter airline flight was delayed in Toronto due to bad weather.  A passenger complained that Porter airline, instead of offering him a hotel room, provided him with a list of homeless shelters to spend the night.


该名乘客称:“他们递给我一张纸,上面写着几个电话号码,结果我发现它们全是避难所的电话。”

 “They handed me a piece of paper with several numbers on it, and I found they were homeless shelters,” said the passenger.


该名乘客还称:“他们给乘客提供你几个避难所的电话号码,并且好像这样做就已经是仁至义尽了,真让人感到窘迫无奈。”

He added: 'as a passenger, to have them handing you a list of homeless shelter numbers as if this was seriously the best they could do, it really left you feeling stranded.'


毫无疑问,与加航的善意姿态相比,波特航空的做法显然会令乘客更加沮丧不已。

Apparently, Porter’s offer has left the passengers more frustrated than Air Canada’s goodwill gesture.
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