涵涵君的小站中文
飞中国的航班延误或被取消时，餐食、住宿、退改签到底谁负责？《航班正常管理规定》把这件事按原因分成了几种情形，责任归属并不相同。本文按民航局公布的规章条文，把信息告知时限、退改签、食宿安排和投诉渠道摘成要点。
- 三十分钟内要通知：承运人应当在掌握航班状态发生变化之后的 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，及时准确发布航班出港延误或者取消信息，包括原因和航班动态（第二十六条）。
- 退票和改签要办：航班出港延误或者取消时，承运人应当根据运输总条件、客票使用条件，为旅客妥善办理退票或者改签手续；旅客要求出具延误或取消书面证明的，承运人应当及时提供（第二十七条、第二十八条）。
- 承运人自身原因：因机务维护、航班调配、机组等承运人自身原因，在始发地出港延误或者取消，承运人应当向旅客提供餐食或者住宿等服务（第二十九条第一项）。
- 非承运人原因：因天气、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者取消，承运人应当协助旅客安排餐食和住宿，费用由旅客自理（第二十九条第二项）。
- 经停地与备降：国内航班在经停地延误或者取消，无论何种原因，承运人均应当向经停旅客提供餐食或者住宿服务；国内航班发生备降，无论何种原因，承运人均应当向备降旅客提供餐食或者住宿服务（第二十九条第三项、第四项）。
- 特殊旅客优先与投诉渠道：承运人、航空销售代理人或地面服务代理人应当优先为残疾人、老年人、孕妇、无成人陪伴儿童等需特别照料的旅客提供服务（第三十条）；对服务有异议，可向承运人、机场管理机构、销售代理人投诉，也可向民航行政机关反映，民航旅客投诉受理电话为 12326。
关键的分界线是“原因”。同样是延误四小时，机务故障属于承运人自身原因，餐食和住宿由承运人提供；雷雨、流量控制属于非承运人原因，承运人只负责协助安排，账单要旅客自己付。所以在柜台沟通时，先问清延误原因、留下短信或书面通知，比争论“该不该管饭”有用得多。
国际航班还要看承运人的运输总条件。民航规章给出的是服务底线，具体到某一家航空公司，餐食标准、住宿安排、改签规则都写在该公司的运输总条件里，购票时的客票使用条件也会注明。跨境行程涉及中转时，前一段延误导致后一段误机怎么处理，同样以运输总条件和联程运输协议为准。
给来华旅客的实操建议：把航空公司的短信或 App 通知留着，值机时索要延误证明，住宿发票和餐饮小票一并保存；如果涉及入境后第一晚酒店、接机或国内段机票，及时联系承运人改签并保留沟通记录。规章规定的是服务义务，现金补偿标准各航司不同，不宜按统一数额预期。
以上为要点摘录，具体以官方发布为准。
English
Flight Delays and Cancellations in China: What Airlines Must Provide
When a flight to or within China is delayed or cancelled, who pays for meals and a hotel, and who handles refunds and rebooking? China's Flight Regularity Administration Regulations split the answer by cause of delay, and the responsibility differs. This summary follows the CAAC rules on notification deadlines, refunds and rebooking, meals and accommodation, and complaint channels.
- Notice within 30 minutes: once a flight's status changes, the carrier must publish the delay or cancellation within 30 minutes through public information platforms, its website, call centre, text messages, phone calls or broadcasts, including the cause and the current status (Article 26).
- Refunds and rebooking: when a flight is delayed or cancelled, the carrier must handle refunds or rebooking in line with its general conditions of carriage and the fare conditions, and must promptly issue a written confirmation of the delay or cancellation on request (Articles 27 and 28).
- Causes attributable to the carrier: for delays or cancellations at the origin caused by maintenance, aircraft scheduling or crew, the carrier must provide meals or accommodation (Article 29, item 1).
- Causes outside the carrier's control: for delays or cancellations at the origin caused by weather, emergencies, air traffic control, security checks or the passengers themselves, the carrier must help arrange meals and accommodation, but the passenger bears the cost (Article 29, item 2).
- Intermediate stops and diversions: for domestic flights delayed or cancelled at an intermediate stop, the carrier must provide meals or accommodation whatever the cause; the same applies to passengers on a domestic flight that diverts (Article 29, items 3 and 4).
- Priority for passengers needing care, and complaints: carriers, sales agents and ground handlers must give priority to passengers with disabilities, older passengers, pregnant women and unaccompanied children (Article 30). Service disputes can be raised with the carrier, the airport operator or the sales agent, or with the civil aviation authority; the CAAC passenger complaint line is 12326.
The dividing line is the cause. For the same four-hour delay, a maintenance fault counts as the carrier's own reason, so meals and accommodation are provided; thunderstorms or flow control are outside the carrier's control, so the airline only helps arrange them and the passenger pays. At the counter, asking which category the delay falls into and keeping the text message or written notice is far more useful than arguing about who should pay for dinner.
International flights also depend on the carrier's general conditions of carriage. The CAAC rules set a service floor; for any given airline, meal standards, hotel arrangements and rebooking rules are written into its general conditions, and the fare conditions shown at purchase also apply. On cross-border itineraries with connections, how a missed onward flight is handled after a first-leg delay likewise follows the general conditions and the interline agreement.
Practical advice for travellers to China: keep the airline's text messages or app notifications, ask for a delay certificate at check-in, and keep hotel and meal receipts. If the delay affects your first night in China, an airport pickup or a domestic connection, contact the carrier promptly to rebook and keep a record of the exchange. The regulations set service obligations; cash compensation standards differ between airlines and should not be assumed at a fixed amount.
The above is a summary of key points only. Please refer to the official announcement for the authoritative version.
来源：原文链接
