As the annual International Consumer Rights Day approaches, a recent report highlights customer grievances against China Eastern Airlines. According to statistics from a consumer complaints platform, the airline received 378 complaints within the past 30 days. Of these, 373 have received replies, while only 29 have been resolved, resulting in a resolution rate of approximately 7.67%.
Common issues cited by passengers include being downgraded after paying for seat selection due to airline errors, with delayed refunds, and improper deductions of fuel surcharges during involuntary ticket refunds.
One consumer reported purchasing a seat in the first row of the economy class for RMB 1,800 via the China Eastern Airlines app for a flight from Marseille to Shanghai Pudong on February 10, 2026. However, during check-in, staff informed the passenger that the seat could not be occupied by a child and reassigned them to a crowded middle seat in the second-to-last row.
After boarding, the passenger noticed that a child was seated in the originally selected row. When questioned, flight attendants and the chief purser explained that ground staff had mistakenly identified the seat as an emergency exit row. They acknowledged that the seat was, in fact, suitable for children, but since it had already been assigned to another passenger, no adjustments could be made. The chief purser declined to address the issue onboard, placing responsibility on ground staff and suggesting the passenger contact customer service after the flight or pay for an upgrade to business class.
A month after the flight, the passenger’s repeated attempts to secure a refund through the app and customer service hotline have been unsuccessful. Although the airline admitted the error was due to staff negligence, the seat selection fee has not been refunded. The passenger accused China Eastern Airlines of engaging in false sales practices and is seeking compensation under consumer protection laws, including a refund of the seat fee and additional damages, as well as an apology from the flight crew for their dismissive attitude.
In a separate complaint, another passenger cited an unforeseen 60-day administrative review of a U.S. visa as grounds for involuntary ticket refund due to force majeure. The passenger, who booked a China Eastern Airlines ticket through the Qunar platform with a total tax and fee amount of RMB 3,273, reported that RMB 2,658 was deducted as a non-refundable fuel surcharge during the refund process.
The passenger argued that fuel surcharges are intended to cover actual transportation costs. Since no flight occurred, the airline incurred no fuel expenses, making the deduction unjust enrichment. Civil aviation regulations explicitly prohibit agents from withholding refund amounts from passengers. Additionally, although Qunar’s refund policy mentions tax refunds, it failed to disclose that fuel surcharges would not be refunded, only reimbursing minor taxes.
The passenger labeled the non-refundable fuel surcharge policy as an unfair contract term that severely infringes on consumer rights in cases of involuntary refunds, demanding that both China Eastern Airlines and Qunar return the improperly deducted fees.
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