The National Consumer Affairs Center called for caution by users of low-cost carriers Thursday following a sharp rise in complaints about their services, and it urged the airlines to make improvements.
In the year that ended in March, the consumer body’s consultations related to LCCs more than quadrupled from the previous year to 579.
In many cases, the budget airlines offered no final confirmation screens on their websites for reservations, and consumers who completed bookings without final confirmations were forced to pay unexpected charges for changing names and baggage fees.
Under the electronic consumer contracts law, companies are basically not allowed to turn down consumer demands to nullify mistakenly concluded online contracts if no measures have been taken to confirm the contracts.
The center asked the LCCs to provide final confirmation pages on their websites and to revise displays that may be misleading.
Complaints also included cases in which LCCs wrongfully refused consumer requests for refunds due to reservation cancellations caused by unilateral changes to flight schedules by the operators. The center called on the carriers to offer consumer consultation services.