(ECNS) -- The Ministry of Transport has issued a new rule that requires air service agencies to deal with passenger complaints in seven days.
It said carriers, airport management authorities, airport ground service agents, air ticket agents and the civil aviation administration should settle disputes and notify passengers within seven days after receiving a complaint.
It added that agencies involved in air passenger services must set up special operations or designate individuals to handle complaints lodged by travellers, and also publish complaints made via phone or email.
Besides, carriers from Hong Kong, Macao and foreign countries should be able to handle complaints in Chinese.
Domestic air service agencies should make a substantive reply to passengers in 10 days, and overseas agencies with 20 days, according to the rule that will take effect on Jan. 1.
China has seen a boom in air travel, but its airports are plagued with delays and a rising number of incidents involving unruly passenger behavior.
