向消委會投訴國泰濫收費用

[raylam9988]

我太太今天打電話去消委會投訴國泰濫收滑雪板費用。

投訴要點如下：
1。國泰有何理據征收ski 板/snowboard 隨機到日本的費用，而golf 則不用收，又欧美則不用收。
2。收這費用又沒有給予額外行李磅数。
3。来回香港東京機票都是HKD 二千多元，而附加費就要HKD590一程，来回則要HKD1180，=〉等於機票的四成的費用， 國泰如何計算這附加費？
4。國泰如没有計算的機制，即是説國泰是可以随意加這附加費？作為一家公用交通事業公司，這是很不合理。


消委會回應：要有多些supporting 資料就可以開 case 調査，要求各有關人仕保留以下資料/收條等：
1。購買機票/圑費的收據，
2。boarding pass,
3。ski/snowboard 附加費的收據，(大家 check-in 時記得取回收據）

4。Ryann/JTB 與國泰的 official correspondence.


消委會説收到以上資料，開case 後，會要求國泰解釋，亦會聯絡香港旅遊協會。

我們會在一月中/尾，（苗場滑雪團完後），會把所需各位的資料送給消委會，請各位盡量參與，對這不合理收費加以評擊！取回公道！


Raymond Lam
Teresa Wong

[snowboarder]

support ~~:icon_agree::icon_agree::icon_agree:

[seemanwu]

If CX wants to charge! They should announce prior we book the tickets? Not 1 month prior the departure and leaves us no chide of airline.

It is absolutely not fair.

[chiushi1]

support

[vincentkwan]

support:icon_good:

[wta]

Support:clap1:
Why not charge golf clubs? I'm sure golf bag are heavier than ski/snowboard with boots.
Not fair.

[dan dan]

Support! 一於發起大聯盟, 嘈爆佢!!!

我12月20日電郵國泰, 詢問收滑雪板費用原因, 至今仍然未收到回覆.

電郵內容: " 我報左1月份滑雪團, 旅行團安排坐CX, 我自備滑雪板, 袋長約1.6m. 對於國泰航空收附加費有點不滿. 所以希望了解收費理由, 是否會理.

1. 國泰航空收運動器材附加費, USD75一程, 來回USD150, 原因是什麼呢?
2. 如果我用滑雪板袋裝一般衣物, 唔裝滑雪板, 要收附加費嗎?
3. 為何總行李重量唔過磅, 都要收附加費呢? 什麼理由?
4. 消費者委員會會唔會幫到手呢? "

[Mike]

我太太今天打電話去消委會投訴國泰濫收滑雪板費用。

投訴要點如下：
1。國泰有何理據征收ski 板/snowboard 隨機到日本的費用，而golf 則不用收，又欧美則不用收。
2。收這費用又沒有給予額外行李磅数。
3。来回香港東京機票都是HKD 二千多元，而附加費就要HKD590一程，来回則要HKD1180，=〉等於機票的四成的費用， 國泰如何計算這附加費？
4。國泰如没有計算的機制，即是説國泰是可以随意加這附加費？作為一家公用交通事業公司，這是很不合理。



Your point no. 1 is incorrect - surcharge for skis applies to flight to & from 欧美 as well.

[jackwan]

The other question should be asked is that if this is apply to points serviced only between HK and destinations or it is a company wide rule.:msn_down:

[Ryann]

幾星期前已再去信國泰, 但仍未有回覆

近日得悉國泰航空由十二月一日起更改免費寄艙行李限制，每套滑雪板將收取75美元附加費用。
特此來信查詢詳情，希望貴公司解答以下問題。

1. 跟據貴公司網頁有關2010年12月1日後購買的機票的免費寄艙行李條款，滑雪板寄艙將收取75美元。
a. 請問75美元是單程計算或是來回計算？
b. 假設我的滑雪板總尺寸（長+闊+高，任何配對）不超過203公分（80吋）長，是否可豁免收費？
c. 另外馬可孛羅會會員是否可豁免收費或可獲得額外寄艙行李限額？
d. 可否使用「亞洲萬里通」里數兌換滑雪板寄艙費用？

2. 請問如何界定免費寄艙行李之尺寸及形狀？
a. 假如一套短滑雪板可放入一個旅行箱，該滑雪板是否會收取75美元附加費用？
b. 假如該滑雪板袋祇有衣服及日常用品，而該滑雪板袋總尺寸又不超過203公分（80吋）長，是否可計算為免費寄艙行李？
c. 假如免費寄艙行李之尺寸及形狀界定為總尺寸（長+闊+高，任何配對）不超過203公分（80吋）長，
而我的滑雪板總尺寸又不超過該限制及總重量為20kg或以下，但貴公司又收取附加費用，是否有矛盾？

3. 在新條款下，運動器材將收取75美元附加費。但高爾夫球又不納入運動器材，是否有違公平原則？

[hy]

For us, we did not expect to pay the surcharges when we joined the tour. So, CX is voilating the contract or is at least unethical to charge us when we committed to the tour and cannot change airline. If I was aware of the surcharge, I would have gone to Europe instead of Japan. I guess Ryann would also choose another airline which allows for free ski shipment.

It is good to file a complaint to CX. Any case number or reference so that we can quote it in our complaint to CX? It will help to make a bigger case and make our voices heard.

:icon_agree:

[SnowLover]

support :icon_adore:

[Kaiser]

Or we can make known of this NEW arrangement to the mass media, newspaper &/or TV programmes (7:30pm TVB) to arouse public awareness :corkysm:

[prokenic]

唔識答就唔回覆，賤格。


上次去上海住四晚酒店，只幫我book 左兩晚，之後加床又無包早餐，已經嬲到震...
返到來hk, 我窮追 CX holiday, 包括浪費左我地的時間、早餐費，長途電話費...etc

最後補償每人$100 cx holiday 100coupon for 浪費左我地的時間.
早餐費，話加床一定包，唔賠. 事實真係無包。
長途電話費, 最少$350.....但我地用skype打，賺了.....

因為佢地的 e-mail 態度不好，意指我地老屈早餐錢，唔賠，同時我地都無需為左少事而欺騙 cx，我都企硬， copy and paste e-mail 去多次，最終賠償 人仔$38 x 4 去信用卡。

舊年我個滑雪袋返到home 先發現被 out爛...就算夜機回港發現都不會即時追討，有買保險，諗住 claim 保險。
點知原來可以追CX先，哈，好彩我有保留雪袋單據，話雖有20%折舊， 個袋都成七舊，賠返560 ，今年有新袋用了。

所以有單記得keep住。

[bbk]

請已經比國泰收左運動器材附加費的朋友，向消委會投訴國泰濫收費用啦。

[kfmicc]

Support!

[jskier]

I was asked to do a questionarie on the flight back from Sapporo. I strongly protested my objection to the surcharge and claiming we would not take CX again if the surcharge still impose.:icon_nogood::icon_nogood::icon_nogood:

[hknz]

i think the only ground for the complaint is that ppl joined the tour and paid deposit before CX announced to impose such surcharges. Pay for the deposit means entering into a contract with the travel agent (not CX, i believe). Consumers should actually ask the travel agent to deal with CX instead of directly negotiate with CX.

Travel agent shall be responsible for the negotiation bcos although the ticket is issued after 1 Dec 2010, the booking by the travel agent was well before December. That means the contract between the travel agent and CX was established before the surcharge existed. Depends on the agreement CX may have no right to ask for surcharges for those booking by the travel agent before 1 Dec 2010.

All those points mentioned by Raylam9988 are not relevant for those ppl issue the ticket after knowing there is a surcharge. Bcos consumers have the choice to take other airlines or simply stay at home for the holidays.




For us, we did not expect to pay the surcharges when we joined the tour. So, CX is voilating the contract or is at least unethical to charge us when we committed to the tour and cannot change airline. If I was aware of the surcharge, I would have gone to Europe instead of Japan. I guess Ryann would also choose another airline which allows for free ski shipment.

It is good to file a complaint to CX. Any case number or reference so that we can quote it in our complaint to CX? It will help to make a bigger case and make our voices heard.

:icon_agree:

[Ryann]

All travel agents never deal with baggage allowance.
The agreement between airline and travel agents is only price and seats protection.

An example: You can not claim the agent nor airline by flight delayed to cause you missed a music concert.

i think the only ground for the complaint is that ppl joined the tour and paid deposit before CX announced to impose such surcharges. Pay for the deposit means entering into a contract with the travel agent (not CX, i believe). Consumers should actually ask the travel agent to deal with CX instead of directly negotiate with CX.

Travel agent shall be responsible for the negotiation bcos although the ticket is issued after 1 Dec 2010, the booking by the travel agent was well before December. That means the contract between the travel agent and CX was established before the surcharge existed. Depends on the agreement CX may have no right to ask for surcharges for those booking by the travel agent before 1 Dec 2010.

All those points mentioned by Raylam9988 are not relevant for those ppl issue the ticket after knowing there is a surcharge. Bcos consumers have the choice to take other airlines or simply stay at home for the holidays.

[hy]

I don't mean to drag Tonichi into this. I am not sure the relationship between the travel agent and CX either.

If the travel agent if the "agent" of CX, then we entered the contract with the travel agent on behalf of CX. Our actual contracting party is CX and not the travel agent. Thus CX should not charge us extra once the contract was entered. If the travel agent is a vendor, then we are in the contract with the travel agent and CX is the supplier to the travel agent. When CX increased the cost by reducing our baggage allowance, the travel agent passes the extra cost to us. As we are in contract with the travel agent, we might need the travel agent to fight for us. But in either cases, we paid our deposit, knew of the surcharge and we were forced to accept the surcharges because we could not withdraw from the travel plan or were allowed to change airlines without any losses. That is why I said CX is at best unethical or even illegal to charge us.

In any cases, I guess it is good to file a complaint and make ourselves heard instead of keep silient and accept the surcharge even we think it is unfair.

[easylivin]

To be honest, CX has the right to impose a surcharge. HOWEVER, they are very sneaky about it which pisses me off and it's not the right thing to do for a corporation of their size.
They do not inform customers about it prior, nor do they ask travel agent to tell customers because they know they will lose business if they do.
I talked to a CX checkin staff about it and she replied, customers are expected to check on their website for luggage information. I was like WTF, I don't work for CX and I should not be expected to check on your fxxking web site. Do I need to have Internet access to find out information that you should be telling me? Should I be checking their web site daily to see what new policy is there? NO NO NO,they should be proactively doing the communication.
She said CX cannot inform every customers and I told her "Why Not", they have plenty of opportunities to inform customers. During booking, when confirming booking, or even check-in, whatever, SMS, email, whatever. They should also mandatory ask agent to tell customers. The point is they know they are sneaky and be quiet about the changed policy and hope to make money off the passengers who do not know. I do not think it is fair for passengers to face surprises during check-in. With all that said, we should not fly CX...period

[jimmy]

The fact is traveling with sport gear except golf fm HK is minority, CX doesn't care it. :icon_nogood:

[hy]

Now we know CX is going to charge us for ski for the coming trip but we are all booked. We cannot change airlines or travel agent, that is why I said CX is breaching the contract and is unfair to us.

[nadal]

To be honest, CX has the right to impose a surcharge. HOWEVER, they are very sneaky about it which pisses me off and it's not the right thing to do for a corporation of their size.
They do not inform customers about it prior, nor do they ask travel agent to tell customers because they know they will lose business if they do.
I talked to a CX checkin staff about it and she replied, customers are expected to check on their website for luggage information. I was like WTF, I don't work for CX and I should not be expected to check on your fxxking web site. Do I need to have Internet access to find out information that you should be telling me? Should I be checking their web site daily to see what new policy is there? NO NO NO,they should be proactively doing the communication.
She said CX cannot inform every customers and I told her "Why Not", they have plenty of opportunities to inform customers. During booking, when confirming booking, or even check-in, whatever, SMS, email, whatever. They should also mandatory ask agent to tell customers. The point is they know they are sneaky and be quiet about the changed policy and hope to make money off the passengers who do not know. I do not think it is fair for passengers to face surprises during check-in. With all that said, we should not fly CX...period

couldn't agree more. On top of that, it seems that the new charge is targeting skiing / snowboarding customer, whom, i assume, CX will consider they are minority and relatively affordable and do not care about the surcharge comparing to the tour fee.

As such they are more or less discriminating passenger !

[hy]

Just filed a complaint to Consumer Council. As I have not paid any money yet, they will take note but no action on my case. Asked for a reference number and will copy my complaint to CX and HATA once I got it. Hope to build the case against CX.

[snowobarder77]

fully support!:icon_good:

[Con Con]

I have called their reservation (coz they never leave a channel for direct contact with customer service) and enquired about ticket booking as well as baggage policy. The staff just simply quoted the terms listed at the website. I have asked several questions that everyone asked above. She couldn't answer even one but just told the ground staff will charge if she 'know' or you 'declare' your baggage is a ski/sb coz they just do according to the policy. . So you have two ways if you don't want to be charged, 1. not to fly with CX (I believed we have no choice coz we haved joined the tour and ready to fly soon). 2. Make your gear be a 'normal' baggage like packed into a box or suitcase / golf clubs to 'pretend' other items (sounds stupid).:naughty:


My friend has contacted Oriental Daily regarding this discriminating charge application. They have already opened a file and may start contact CX. Hope it helps to bring more public attenion and make their life ' less ' easier :msn_cool: Orirntal Daily request my friend to send some photos of gears that CX is going to or have already charge us. That would be helpful if you have photos on hand to forward to his email freeman_at_hk@yahoo.com.hk Thanks for you support !

[Will]

Bring a putter or SW, put it in your ski bag. They cannot charge you as it is now a golf bag.

[SONYRAY]

Support Support Support!

[dan dan]

我地要團結聯盟，嘈爆佢, make news headline, 誓要佢收回surcharge.

堅持呀各位師兄!!!

[hknz]

Yes, CX has the right to impose a surcharge ONLY before the booking and issue of ticket.

i dont know when did CX impose such surcharge but if it should not be AFTER the booking by the travel agent.


To be honest, CX has the right to impose a surcharge. HOWEVER, they are very sneaky about it which pisses me off and it's not the right thing to do for a corporation of their size.
They do not inform customers about it prior, nor do they ask travel agent to tell customers because they know they will lose business if they do.
I talked to a CX checkin staff about it and she replied, customers are expected to check on their website for luggage information. I was like WTF, I don't work for CX and I should not be expected to check on your fxxking web site. Do I need to have Internet access to find out information that you should be telling me? Should I be checking their web site daily to see what new policy is there? NO NO NO,they should be proactively doing the communication.
She said CX cannot inform every customers and I told her "Why Not", they have plenty of opportunities to inform customers. During booking, when confirming booking, or even check-in, whatever, SMS, email, whatever. They should also mandatory ask agent to tell customers. The point is they know they are sneaky and be quiet about the changed policy and hope to make money off the passengers who do not know. I do not think it is fair for passengers to face surprises during check-in. With all that said, we should not fly CX...period

[andersfok]

Don't just angry about CX!!! I just returned to HK from Europe yesterday by KLM. They also charged me EUR55 for the snowboard, by reason that the baggage allowance is only "1" piece, although my normal luggage together with snowboard are total weight 23kg only (under their baggage weight allowance). However, according to their website, they quoted "You may take various types of sports equipment as part of your standard amount of baggage您可以利用正常的免費行李托運限額托運各類運動器材". The surcharge fee contradict to what they said on the website. I kept all my luggage receipt, and even taken photo on the weight measuring device with my luggages. I will send a compliant to KLM. I think you guys also need to take photos on the weight measuring device showing the weight, the dimensions of board, in order to prove what they charge you based on (cause most likely the excess baggage fee receipt just quote $ without any details, just the case for KLM). What they did just harmful their own business, without shopping (with separate bags), doing sports, why ppls still going aboard to travel around?!

[Kittyson]

I took KLM and Air France to Swiss last year, luckily they didn't charge me for extra pieces of baggage (my snowboard bag).

Actually I checked website of other airlines, most of them actually have a policy regarding the size of your large baggage, eg Air China can charge you rmb870 from China to Canada if your bag is larger than 158cm (3 dimensions), imagine that normal snowboard bags actually will exceed it for sure indeed.......... and based on my experience with Air China a few times before, they did ask me the size but didn't charge me on this finally (and my total baggage didn't exceed the kg allowed).

http://www.airchina.com.cn/cn/tripmanager/before_boarding/baggage/baggage.pdf