北京旅客王劲松在退一张折扣机票时，被中国东方航空股份有限公司（以下简称东航）以造成损失为由收取高达80%的退票费。王劲松认为，自己提前多日退票，且航班在起飞前以全价售票，最终显示机票售罄，退票行为没有给航空公司造成损失，退票费畸高。为此，身为律师的王劲松将东航告上法庭。

  Beijing passengers back a discount tickets in wang jinsong，Is China Eastern airlines Co., LTD（Hereinafter referred to as the China）To cause loss by as much as 80% of the collection of cancellation fee。Wang jinsong think，His many days in advance ticket refund，And flight ticket before departure to full price，Final show ticket sold out，No refund behavior to airlines losses，Excessively high fares。For this，As a lawyer wang jinsong will China to court。

　　最终，上海浦东新区法院作出判决，东航收取的退票费是购票款的80%，显然过高，损害了原告的利益，法院将退票费用酌情调整至票价的20%。近日，王劲松专程前往上海，从法官手中领到了退回的306元票款。

finally，The pudong new area in Shanghai court to make a decision，China is 购票款 charge of fares by 80%，Obviously too high，Damage of the plaintiff's interests，The court will take into consideration the cost to adjust to refund 20% of the ticket price。recently，Wang jinsong came to Shanghai，From the judge hands to the return of 306 yuan of money。

　　

事件 events

　　退折扣票费用达八成 Back up to eighty percent discount expenses

　　306元！王劲松仔细清点后，慢慢把钱放进钱包。7月30日上午，王劲松从北京飞抵上海，从上海浦东新区法院法官手里接过这笔钱。讨回这笔钱，王劲松足足用了1年5个月，他知道一定可以讨回这笔钱。

$306！Wang jinsong after carefully count，Slowly put the money in my purse。Morning of July 30,，Wang jinsong from Beijing flew to Shanghai，From the pudong new area in Shanghai court judge hands took the money。Get back the money，Wang jinsong fully used the 1 year 5 months，He know it can get back the money。

　　去年2月16日下午，王劲松通过东航服务热线95530，电话订购了一张2月23日从北京飞往上海的MU271航班机票，约为4.7折。王劲松用信用卡支付了630元，其中510元是机票钱，120元是燃油费和机场建设费。

Last February 16 days afternoon，Wang jinsong through the airline service hotline at 95530，Phone order a February 23, from Beijing to Shanghai MU271 flight tickets，About 4.7 fold。Wang jinsong use a credit card to pay for 630 yuan，Including 510 ticket is money，120 yuan is fuel and airport construction fee。

　　次日中午，王劲松因行程临时有变，需退票，95530的工作人员告知他，退票要扣80%的退票费。“这扣得也太多了。”王劲松说，510元突然缩水仅剩102元，他向工作人员提出改签，对方表示不可以（现在折扣机票已可以改签，有差额需补差价）。

At noon the following day，Wang jinsong trip for temporary change，Need to refund，95530 staff told him，Want to deduct 80% refund of fares。“This clasp is too much。”Wang jinsong said，510 yuan with only 102 yuan suddenly shrink，He proposed to workers endorse，The other party said no（Now discount tickets already can upgrade，Have to balance the difference）。

　　

维权 rights

　　律师不惜异地打官司 Lawyer at different ground a lawsuit

　　“电话里沟通未果，当时我自认倒霉。”王劲松回忆，但作为一名律师，职业直觉告诉他“这不合理”，再加上对方放话“觉得不合理就去法院解决”，王劲松决定起诉东航。

“The telephone communication not if really，At that time, I was the bad luck。”Wang jinsong memories，But as a lawyer，Professional intuition told him“It's not reasonable”，Plus the other comments“Think not reasonable will go to the court to solve”，Wang jinsong decided to bring a suit against China。

　　从去年2月18日开始，王劲松每天通过网络关注所订航班的信息，并将页面截屏保留。同时，每天给95530打电话，查询该航班的价格以及是否还有余票，并将通话录音。

February 18, from last year began，Every day wang jinsong through the network for information on flights，And will leave the page cut screen saver。At the same time，A day to call 95530，The flight's price and query whether have more votes，And calls the recording。

　　王劲松发现，航班起飞前3天，票价开始一路飙升，直至变成全价，最后则显示机票售罄。“这表示我的退票没有影响到他们的销售，而且后来都是全价销售，说明我的退票不但未造成东航的损失，还有可能让他们多挣了钱。”王劲松说。

Wang jinsong found，3 days prior to departure，Ticket prices began to skyrocket，Into full price until，Finally, the show ticket sold out。“This means that I have no effect on the refund to their sales，And then all be full price sales，The shows that I not only caused no refund the loss of China，And may let them make more money。”Wang jinsong said。

　　去年2月24日，王劲松收到一张盖有东航上海呼叫中心营业专用章的退款单，显示扣退票费408元。“这不合理、不公平是显而易见的。”王劲松说，如果到最后机票的价格都是他购买时的折扣，而且也没满员，他就只能自认倒霉了，但事实恰恰相反。

Last February 24,，Wang jinsong received a covered call center Shanghai China business with the seal of the refund list，Show deduction cancellation fee is 408 yuan。“It's not reasonable、Not fair is obvious。”Wang jinsong said，If the price of the ticket to the last is his purchase discount，And no full，He will have bad luck，But the fact is just the opposite。

　　去年4月份，王劲松决定状告东航，要求返还被扣的机票费。但是由于对方仅给他一张退款单，上面不显示航班始发地北京以及目的地上海等详细信息，导致此案未能在北京立案，他只好跑去东航公司所在地上海打这起官司。

In April last year，Wang jinsong decided against the east airways，Demand the return was detained airfare。But because the other only gave him a refund list，It didn't show flight to Beijing and Shanghai originating destination and other detailed information，In the case in Beijing to put on record，He had to run to the airline company is located the Shanghai playing the lawsuit。

　　去年11月7日，此案在上海浦东新区法院立案。

Last November 7,，The case in the pudong new area in Shanghai court put on record。

　

　焦点 focus

　　原告 The plaintiff

　　退票费不该是暴利 Fares shouldn't be windfall profits

　　今年1月30日上午，上海浦东新区法院公开审理此案。

On 30 January morning this year，The pudong new area in Shanghai court trial in the public。

　　3个多小时的庭审过程中，双方展开激烈辩论。其中，两个多小时围绕“是否造成了航空公司的损失”这个焦点进行激辩，因为这是航空公司收取退票费的主要理由。

For more than three hours in the trial，Both the debate。Among them，More than two hours around it“Whether the cause of the airlines loss”This focus on shock argument，Because this is the airline cancellation fee for the main reason。

　　王劲松认为，他提前7天取消订票，被告东航有足够时间就空座位进行再次销售以避免损失。他已采取措施以防止损失出现和扩大，就算他的退票行为需要支付退票费或违约金，也应该是一个合理比例，以补偿为原则，而不该是以惩罚、盈利甚至暴利为目的。事实上，他退票后，到飞机起飞时已是满员，而且后来是全价售票，根本不存在所谓的造成损失，在这种没有出现损失的情况下，东航依然收取高达票款80%的退票费，属于畸高，明显有失公平。

Wang jinsong think，He give seven days advance cancel booking，The defendant east airways have enough time is empty seat again to avoid losses sales。He has already taken measures to prevent loss appeared and expand，Even if his refund behavior need to pay liquidated damages or cancellation fee，Should also is a reasonable proportion，In order to compensate for the principle，And shouldn't is punished、Profit windfall profits even for the purpose。In fact，He bounced after，To the plane take off is already full，And then be full price ticket，Doesn't exist so-called losses，This did not appear in case of loss，China still collect up 80% of fares fare，Belong to excessively high，Obviously is unfair。

　　

被告 The defendant

　　提供航班亏损报表 Provide flights loss report

　　东航的代理人称，退票费用的高低是根据购买机票的时间和价格确定的，退票条件的设定并非不合理、不公平；退票条件的制定及相关机票销售均得到行业主管部门认可，因此，被告东航设定的退票条件完全合法，双方应该遵照履行。

The airline agent says，Refund the cost of the high and low is according to purchase tickets for time and price certain，The set is not refund conditions is not reasonable、Not fair；The conditions for refund ticket sales are get and related the competent industrial department approval，so，The accused China of the conditions set to refund perfectly legal，The two sides should comply with performance。

　　为证明原告的退票行为给东航造成损失，代理人在庭上出示了一份内部财务报表。报表显示，航班当时有250多名旅客，上座率是九成，而不是满座；财务报表显示，这趟航班是亏损的，亏损额为3700多元。

To prove the plaintiff's refund behavior causes losses to China，Agent in the court were shown on a internal financial statements。Report showed that，The flight had more than 250 passengers，Attendance is ninety percent，Not full；Financial report showed that，The flight number is the loss，Loss for 3700 yuan。

　　对此，原告王劲松完全不认可。因为，无论是网上的截屏，还是东航服务热线中工作人员的答复，都告知是机票售罄，所以无法认可被告代理人提出的非满员的说法。另外，王劲松说，如果上座率不足一半，会有亏损还能理解的话，那么按他们自称的九成上座率还是亏损就无法理解了，只能认为亏损是一种常态，和旅客退不退票已经没有关系了。“这份内部财务报表，不合情不合理，我不予认可。”王劲松坚持自己的观点。

this，The plaintiff wang jinsong completely not recognized。because，Whether online screen shot，Airline service hotline or the staff member in reply，All told ticket is sold out，So I can't put forward by the defendant agent of the full story。In addition，Wang jinsong said，If less than half the attendance，There will be losses can also understood，So according to who they say they are ninety percent attendance or lose money would not understand，Can only think loss is a normal state，And the passenger ticket refund has no relations back......。“The internal financial statements，Don't make is not reasonable，I will not be approved。”Wang jinsong insist on your point of view。

　　

判决 judgment

　　退票费酌情调至20% Negotiate with fares to 20%

　　法院认为，按照行业规定和惯例，购票人有提前退票解除合同的权利，出票人也有收取退票费的权利，但应该以不损害另一方的利益为前提。而案中，被告东航收取的退票费是购票款的80%，显然过高，损害了原告的利益。因此，法院将退票费用酌情调整至票价的20%，这是因为原告的退票行为必然会增加被告的经营支出，也对被告的正常经营带来影响。

The court said that，According to industry standards and practices，购票人 have to refund the right to terminate the contract in advance，The drawer also have the right to collect fares，But should not to damage the interests of the other party for the premise。And in the case，The accused China of fares is 购票款 charge of 80%，Obviously too high，Damage of the plaintiff's interests。so，The court will take into consideration the cost to adjust to refund 20% of the ticket price，This is because the plaintiff's refund behavior will surely increase the defendant business spending，Also of the accused the normal operations of the effects。

　　今年4月27日，法院作出判决，被告东航需再返还原告王劲松退票费306元，相当于扣取20%退票费。

This April 27,，Court to make a decision，The accused China need to return the plaintiff wang jinsong cancellation fee is 306 yuan，Charged 20% equivalent to cancellation fee。

　

　追访 Follow the

　　退折扣票最高收50% The highest discount back charge 50%

　　近日，记者拨打东航服务热线95530，工作人员告诉记者，目前东航折扣机票的退票费分别按照机票的折扣率、起飞前及起飞后等多种情况来实行10%至50%的扣款，另外全价票退票也要收取5%费用。折扣机票中，退票费收取最高的是4折至5.5折的机票，扣其50%，退票费最低的是9折机票，扣10%，而最低折扣的特价机票，比如3折机票依然实行“不得退票”规定。

recently，Reporters call airline service hotline at 95530，Staff, told reporters，At present China discount tickets of fares respectively according to the ticket discount rate、Before take-off and after take-off and so on many kinds of situation to implement 10% to 50% of the settlement，Another full refund ticket to charge 5% fee。Discount tickets in，Cancellation fee collection is highest is 4 fold to 5.5 fold, please，Clasp its 50%，Fares is the lowest discount tickets，Buckle 10%，And the lowest discount tickets on sale，Such as 3 discount ticket still carried out“Shall not be refunded”provisions。

　　记者采访其他航空公司得知，折扣机票退票均有退票费，但比例并不完全相同。不过，和以前相比，已作了降低的调整。其中，像东航一样，南航、海航等航空公司针对折扣机票要收取10%至50%的退票费；国航、上航、深航等航空公司收取5%至30%的退票费。

Reporters that other airlines，Discount ticket refund all have fares，But the proportion is not completely the same。but，Than ever，Have already made the adjustment of the lower。Among them，Like as China，China southern、Naval aircraft company for discount tickets to charge 10% to 50% of fares；Air China、Shanghai airways Co., LTD.、The shenzhen aviation aircraft company charge 5% to 30% of fares。

　　记者注意到，除了扣款情形外，不扣退票费的情况也有。其中包括，如果因航空公司原因造成航班取消、提前、延误、航程改变或不能提供原订座位时，旅客要求退票，始发地应退还全部票款，经停地应退还未使用航段的全部票款，而且不收取退票费；旅客因病（包括患病旅客的陪伴人员）要求退票的话，只要提供医疗单位的证明，始发地就应退还全部票款，经停地应退还未使用航段的全部票款，都不得收取退票费。

Reporters noticed that，Except the circumstances deductions，Cancellation fee was not done up the situation is。including，If because airlines cause flights are cancelled、advance、delay、The voyage or can not change with the a reservation，Passengers refund，Initial should be return all the money，Stops should be returned not use all travel fare，And do not collect fares；Passengers due to illness（Including the company personnel sicken passengers）Refund words，As long as providing medical unit proof，Initial ground should return all the money，Stops should be returned not use all travel fare，All shall not collect fares。

　

　对话为维权打“赔钱官司” Dialogue for rights play..“Lose money lawsuit”

　　记者：怎么想起打这个官司？

reporter：How to think of playing this case？

　　王劲松：一开始我没想打这个官司。我经常坐飞机，从没遇过这样的问题，这种事情落到别人身上和落到自己身上的感觉是不一样的。如果有人找我打这个官司，我可能都不接，劝人就当买个教训算了。事后，我越想越觉得心里不舒服，这个费用确实扣得太高了。

Wang jinsong：At first I didn't want to make this case。I often on a plane，Never met such a problem，This kind of thing to others and to themselves feeling is not the same。If someone is looking for me to play this case，I may be not answered，Advise people to buy a lesson when it。After the event，The more I think more feel heart uncomfortable，The cost is really clasp is too high。

　　记者：打赢这起官司的关键点是什么？

reporter：Win the lawsuit is the key point??????？

　　王劲松：我保留了很多证据，包括截屏、录音等，这些都是出于职业习惯，一般人可能不会做到这一点，这样就少了证据的支撑。另外，我订的那个航班恰巧满员，而且在起飞前开始全价售票，这意味着之后东航扣退票费的理由“造成损失”不成立。也就是说，如果我订的这个航班，在我退票之后，一直卖的是我订票时的价格，或者是更低的价格，也没有满员，我可能不会打这个官司，我会理解退票费的这个做法。但事情不是这样，所以我希望航空公司也可以换位思考，理解一下旅客的心情，尊重和善待旅客，而不是用“霸王条款”侵害旅客的权益。

Wang jinsong：I keep many evidence，Including screenshots、Records, etc，These all are of professional habit，Average person may not to do this，This little evidence support。In addition，I order of the flight happened to full，And before taking off began to full price ticket，This means that the reason for airline fares after buckle“loss”Was not。That is，If I ordered this flight，In my after refund，Always sell is the price when I booking，Or is lower prices，Also does not have the full，I may not play this case，I will understand the way the cancellation fee。But things are not so，So I hope that airlines can also empathy，Understand the passenger's mood，Respect and treat passengers，Not with“Overlord terms”Infringement of the rights of the passengers。

　　记者：打官司过程中遇到过困难吗？

reporter：In the process of a lawsuit had difficulty？

　　王劲松：诉讼过程中，确实遇到了不少困难。仅立案，就一波三折的，本来我想在北京起诉，因为我是在北京订票，准备从北京起飞的，但是我退票之后，手上只有一张对方提供的退款单，上面信息不全，显示不出一些重要的信息，跟东航要求提供一些其他的资料等，但被拒绝了，导致我无法在北京立案。后来到上海起诉、立案，就像在他们的“主场”打官司。别的不说，仅仅往返来回奔波就很麻烦，先后跑了四趟上海，花了不少时间。

Wang jinsong：Litigation process，Really met a lot of difficulties。Only put on record，Will the smooth，Original I want to Sue in Beijing，Because I am in Beijing booking，Ready to take off from Beijing，But after I refund，Hands only a single offer each other a refund，The above information，Don't show some important information，With China provide some other material requirements, etc，But was refused，Cause I can't in Beijing put on record。Then to Shanghai prosecution、Put on record，As in them“home”A lawsuit。else，Round-trip commute only very trouble，Has run four trip to Shanghai，Spent a lot of time。

　　记者：没想过放弃？

reporter：Didn't want to give up？

　　王劲松：没有。我知道有困难，但从下了决心开始，从没想过放弃。在此之前，旅客和航空公司之间的这类官司都是旅客输，航空公司赢。航空公司觉得，双方之间有了合同约定，约定了退票费等内容，旅客就要遵守。但事实上，这就是他们只管契约性，忽视掉其中的公平性。

Wang jinsong：no。I know that there are difficulties，But determined from the start，Never wanted to give up。Before this，Passengers and airlines of this kind of case between are passengers to lose，Aviation company win。Airlines think，A contract agreement between the parties，Agreed fares, etc，Passengers will abide by。But in fact，This is they just contract，Overlooked the fairness。

　　记者：拿回的钱远远不够打官司花掉的钱吧？

reporter：Take the money back enough to engage in a lawsuit spent more money now？

　　王劲松：拿回的钱还不足花掉的十分之一。我为路费、食宿等花费了大约8000元，但我不后悔，我也并不仅是为了要回被扣的钱，一开始我就想到了困难重重，但我觉得现状之下，需要通过司法判决程序等，来推动东航以及其他各家航空公司这样的强势企业，认识到要针对相关强势的约定内容作出一些变化。我希望消费者能够在霸王条款中的弱势地位变成强势地位，能够为自己维权。

Wang jinsong：Take back money to less than one over ten of the cost。I had to、Accommodation cost about 8000 yuan，But I don't regret，I also and is not only to back up the money，At first I thought of difficulties，But I think under the status quo，Need through the judicial decision procedure, etc，To promote China as well as other various airlines such strong enterprise，Know to want to the provisions of the relevant strong content to make some changes。I hope that consumers can in a vulnerable position of the terms of the overlord into a powerful position，Can for their rights。

　　记者：如果别的旅客要进行类似维权的话，需要注意些什么？

reporter：If the other passengers to similar rights words，What needs attention？

　　王劲松：维权要有合理性，要有度。现在通讯很发达，维权人可以通过手机录音、录像等功能将事实经过全程记录、保存下来。不过，我并不希望有很多人出来维权，而是期待航空公司做到善待旅客，培养起旅客对公司的“忠诚度”。

Wang jinsong：Rights to have rationality，Chi to。Now communication is developed，People can through the cell phone recording rights、The function such as video after the fact record、preserved。but，I do not want to have a lot of people come out to rights，But looking forward to airlines do good to passengers，Bring up the passenger to the company“loyalty”。

　　

观点 view

　　退票费应该定额收取 Cancellation fee should be fixed charge

　　昨天，维权律师邱宝昌表示，退票意味着订票人违约，会给航空公司的经营带来一些影响，因此航空公司可以向退票旅客收取一定退票费，但应该是个合理数值。

yesterday，Rights lawyer QiuBaoChang said，Refund means booking people default，Will give airlines business brought some influence，So the airline can refund to charge a passenger fares，But should be a reasonable value。

　　以往，折扣票退票要收80%的费用，甚至全部扣款，非常不合理，现在有所降低，但即使是扣款50%，还是偏高。邱宝昌认为，应该确定为某个数额，比如50元等某个数值，而不是以比例来收取退票费。

previous，Discount to the cost of the extra 80% refund，Even all deductions，Very unreasonable，Now reduced，But even if is deducted 50%，Or on the high side。QiuBaoChang think，Should be determined for a certain amount，Such as 50 yuan, a numerical，Not as a percentage of cancellation fee collection。

　　邱宝昌说，旅客买到折扣机票享受到了优惠，但也是航空公司自己的经营策略，是为吸引到更多的旅客，因此购买折扣机票的旅客应该和全价购票的旅客享受一样的权利。而如果旅客退折扣票时，就要被收取高额退票费的话，意味着由旅客来负担航空公司经营策略引发的费用，这从经营角度而言是不妥当的。“旅客订机票后，如无特殊情况，有多少人会去退票或者改签？”邱宝昌说，航空公司既然将推出折扣票当成一种经营策略，就应该目光放得更远一些，不给旅客设置这样的障碍，这样才能吸引更多的旅客。

QiuBaoChang said，Passengers to buy a discount ticket enjoy the preferential，But it is also airlines their business strategy，For attracting passengers，So buy discount tickets passengers should be full of passengers and tickets to enjoy the same rights。And if the passenger dis count back，Will be charge high fares words，Means that by the passengers to support the airline business strategy cause costs，From the point of the business is not in order。“Passengers after booking a flight，Barring special circumstances，How many people would go to refund or upgrade？”QiuBaoChang said，Airlines since will launch dis count as a business strategy，You should put some eyes farther，Don't give passengers Settings so that obstacles，In order to attract more passengers。

　　另外，邱宝昌认为，权利和义务是对等的，航空公司对旅客的退票违约行为要求扣款，就应该同时要求他们自己在航班延误等出现违约情况时作出补偿。其中，因为不可抗力因素航班延误不理赔是可以的，但是如果因为航班调配、飞机维修保养等人为因素导致的延误就应该承担补偿责任，而不是现在这样就算延误几个小时也无人理睬。另外，航空公司会遇到不可抗力的情况，旅客也可能会遇到，这种情况下退票的话，是不是可以不收取退票费。

In addition，QiuBaoChang think，Rights and obligations is equal，Airline passengers to refund the breach deductions requirements，You should also asked themselves in flight delays defaults, etc when make compensation。Among them，Because force majeure flight delays can not manage compensate is，But for the flight if deployment、Aircraft maintenance of human factors caused delay should bear compensation responsibility，And so even if not now delayed several hours are not ignore。In addition，The airline will meet the force majeure，Passengers may also be met，This case refund words，If we can not collect fares。