涵涵君的小站中文
在中国境内乘机遇到延误或取消，旅客能主张什么、由谁负责，都有明确依据——主要是交通运输部《航班正常管理规定》。这套规定同样适用于外国承运人在中国境内机场始发或经停的航班。
- 延误补偿标准：中国没有全国统一的现金补偿标准。《航班正常管理规定》第十七条要求国内承运人在其运输总条件中明确“是否对航班延误进行补偿”；若给予补偿，应当明确补偿条件、标准和方式，并在购票环节告知旅客。因此是否补偿、补偿多少，取决于所乘航空公司的运输总条件。
- 航空公司义务：第二十六条要求承运人在掌握航班状态发生变化后 30 分钟内，通过公共信息平台、官方网站、呼叫中心、短信、电话、广播等方式及时、准确地向旅客发布延误或取消信息，包括原因及航班动态。第二十七条规定，航班出港延误或取消时，承运人应当根据运输总条件和客票使用条件为旅客妥善办理退票或者改签手续；旅客要求出具航班延误或者取消书面证明的，承运人应当及时提供。
- 食宿安排：第二十九条按原因区分——由于机务维护、航班调配、机组等承运人自身原因，在始发地出港延误或取消，承运人应当向旅客提供餐食或者住宿等服务；由于天气、突发事件、空中交通管制、安检以及旅客等非承运人原因，在始发地出港延误或取消，承运人应当协助旅客安排餐食和住宿，费用由旅客自理；国内航班在经停地延误或者取消，以及国内航班发生备降，无论何种原因，承运人均应当向经停或备降旅客提供餐食或者住宿服务。
- 天气原因是否补偿：按上述规定，天气等非承运人原因造成始发地出港延误或取消时，承运人的义务是“协助安排”，费用由旅客自理，规定并未要求承运人免费提供食宿或支付现金补偿。但需要注意，如果国内航班在经停地延误、取消或发生备降，即便原因是天气，承运人也应当提供餐食或住宿。
- 机上延误：机上延误期间，承运人应当每 30 分钟向旅客通告延误原因、预计延误时间等动态信息；机上延误超过 2 小时（含）的，应当为机上旅客提供饮用水和食品；机上延误超过 3 个小时（含）且无明确起飞时间的，承运人应当在不违反航空安全、安全保卫规定的情况下，安排旅客下飞机等待。
- 投诉渠道：旅客可以向承运人、机场管理机构、地面服务代理人、航空销售代理人或者民航行政机关投诉，也可以依法直接申请仲裁或者提起民事诉讼。上述单位应当公布中国境内的投诉受理电话和电子邮件地址。收到投诉后应在 7 日内告知受理情况；国内承运人应在 10 日内作出实质性回复，港澳台地区承运人和外国承运人应在 20 日内回复。民航局设有“12326”民航服务质量监督电话及监督平台，可受理相关投诉。
适用范围：该规定明确，港澳台地区承运人和外国承运人的航班在中国境内（不含港澳台）机场始发或者经停时，其航班正常保障、延误处置以及旅客投诉管理同样适用本规定。也就是说，乘坐外国航空公司航班从中国出发或经中国中转的旅客，也受这套规则保护。
什么算“延误”：规定中的“航班延误”指航班实际到港挡轮挡时间晚于计划到港时间超过 15 分钟；“航班出港延误”指航班实际出港撤轮挡时间晚于计划出港时间超过 15 分钟。也就是说，15 分钟以内的偏差不属于该规定所称的延误。
遇到延误时的做法：保留登机牌、延误或取消的书面证明，以及因延误产生的合理支出凭证；先向承运人或机场现场服务柜台主张第二十九条规定的服务，未能解决的，再通过承运人投诉渠道或民航服务质量监督平台反映。
以上为一般性说明，具体要求与最新规定以官方发布为准。
English
Flight Delays in China: What Rights Do Passengers Have
When a flight in China is delayed or cancelled, what passengers can claim and who is responsible rest on clear rules — chiefly the Provisions on the Administration of Flight Punctuality issued by the Ministry of Transport. The same provisions also apply to flights of foreign carriers departing from or stopping at airports in China.
- Compensation standards: China has no single nationwide cash compensation standard. Article 17 of the Provisions requires domestic carriers to state in their general conditions of carriage whether they compensate for delays; if they do, the conditions, standards and method must be specified and disclosed to passengers at the time of purchase. Whether and how much you are compensated therefore depends on the airline's general conditions of carriage.
- Airline obligations: Article 26 requires a carrier to publish delay or cancellation information — including the reason and flight status — through public information platforms, its official website, call centre, text message, telephone or broadcast within 30 minutes of learning of a change in flight status. Article 27 provides that when a flight is delayed or cancelled, the carrier shall properly handle refunds or rebooking for passengers in accordance with its general conditions of carriage and the ticket conditions, and shall promptly provide written proof of the delay or cancellation if the passenger requests it.
- Meals and accommodation: Article 29 distinguishes by cause. Where a departure delay or cancellation at the origin is caused by the carrier itself — aircraft maintenance, flight rescheduling or crew — the carrier shall provide meals or accommodation. Where it is caused by reasons other than the carrier — weather, emergencies, air traffic control, security checks or passengers — the carrier shall assist passengers in arranging meals and accommodation, at the passenger's own expense. For domestic flights delayed or cancelled at a stopover, and for domestic flights that divert, the carrier shall provide meals or accommodation regardless of the cause.
- Whether weather triggers compensation: under the provisions above, when weather or another non-carrier cause delays or cancels a departure at the origin, the carrier's duty is to "assist" with arrangements at the passenger's own expense; the rules do not require free meals and accommodation or cash compensation. Note, however, that if a domestic flight is delayed or cancelled at a stopover or diverts, the carrier must provide meals or accommodation even if the cause is weather.
- Delays on board: during an on-board delay, the carrier shall announce the cause and expected delay time every 30 minutes. If the on-board delay exceeds two hours (inclusive), the carrier shall provide drinking water and food; if it exceeds three hours (inclusive) with no clear departure time, the carrier shall arrange for passengers to disembark and wait, provided this does not breach aviation security or safety rules.
- Complaint channels: passengers may complain to the carrier, the airport operator, the ground handling agent, the air ticket sales agent or the civil aviation administrative authority, or may directly apply for arbitration or bring a civil lawsuit in accordance with the law. These entities must publish a complaint telephone number and email address within China. After receiving a complaint they must inform the passenger of the handling status within seven days; domestic carriers must give a substantive reply within 10 days, while carriers from Hong Kong, Macao and Taiwan and foreign carriers must reply within 20 days. The Civil Aviation Administration of China operates the "12326" civil aviation service quality supervision hotline and platform, which can receive such complaints.
Scope of application: the Provisions state that when flights of carriers from Hong Kong, Macao and Taiwan or of foreign carriers depart from or stop at airports within mainland China, the rules on punctuality support, delay handling and passenger complaint management also apply. Passengers flying with a foreign airline out of China, or transiting through China, are therefore covered by these rules as well.
What counts as a delay: under the Provisions, a "flight delay" means the actual on-block arrival time is more than 15 minutes later than the scheduled arrival time, and a "departure delay" means the actual off-block departure time is more than 15 minutes later than the scheduled departure time. A deviation of 15 minutes or less is therefore not a delay under these rules.
What to do when delayed: keep your boarding pass, written proof of the delay or cancellation, and receipts for reasonable expenses incurred because of the delay. First claim the services provided for under Article 29 from the carrier or the airport service desk; if the matter is not resolved, raise it through the carrier's complaint channel or the civil aviation service quality supervision platform.
The above is general guidance only. For specific requirements and the latest rules, please refer to official announcements.
