极目帮办丨买机票因病要退票，却被“自动值机”坑惨！记者介入后，票款全额退还

\u003cdiv class=\"rich_media_content\"\u003e\u003c!--NO_AD_ERROR_2--\u003e\u003cp\u003e极目新闻记者朱睿怡\u003c/p\u003e\u003cp\u003e近日，消费者李女士（化名）向极目新闻热线（027-86777777）反映，她在平台办理机票退改时遭遇重重困难。\u003c/p\u003e\u003cp\u003e李女士介绍，她于2026年1月31日购买了重庆至哈尔滨的往返机票，共支付6260元。随后，因身体突发不适需要取消行程。然而，当天她登录该平台操作时，发现订单“已被值机”，无法办理退改。\u003c!--NO_AD_0--\u003e\u003c!--EOP_0--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_0--\u003e\u003cp\u003e李女士随即向平台反馈此情况。平台核查后表示，值机操作由南方航空公司执行，需联系航司处理。李女士继而致电某航空，说明身体状况并申请取消值机，某航空随后为其办理了取消手续。\u003c!--NO_AD_1--\u003e\u003c!--EOP_1--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_1--\u003e\u003cp\u003e随后，李女士按流程在平台提交了医院诊断证明，申请病退，但平台以“资料不符合航司要求”为由驳回。为推进解决，李女士于2月1日再次致电南方航空客服。客服工作人员在询问其提交渠道后，向李女士发送了指定的病退申请链接，要求她通过该链接重新上传材料，并告知审核结果将在3个工作日内反馈。\u003c!--NO_AD_2--\u003e\u003c!--EOP_2--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_2--\u003e\u003cp\u003e2月4日，李女士收到某航空最终回复：其病退申请因“材料不合规”被拒，核心原因是诊断证明开具时间未满足“购票后、起飞前”的硬性要求。李女士对此表示不解与不满，她认为，此前无论是平台还是航司客服，均未向她明确告知这一关键时间限制。\u003c/p\u003e\u003cp data-exeditor-arbitrary-box=\"image-box\" style=\"text-align: center\"\u003e\u003c!--IMG_0--\u003e\u003c/p\u003e\u003cp\u003e在整个沟通过程中，李女士还了解到一个新情况。某航空工作人员解释，因订单中包含儿童票，系统为保证成人与儿童座位相邻，会在出票后自动预选座位，这一操作直接触发了“值机”状态。李女士对此提出质疑：此类可能直接影响后续退改签权益的“自动值机”流程，在购票时及订单生成后均未向她作出显著提示。\u003c!--NO_AD_3--\u003e\u003c!--EOP_3--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_3--\u003e\u003cp\u003e针对李女士反映的情况，2月7日下午，极目新闻记者联系平台官方客服并反馈相关情况，客服人员表示“将转交相关部门核实处理”。2月9日，记者又将情况同步反馈至南方航空方面。\u003c/p\u003e\u003cp\u003e2月9日中午，李女士接到南方航空相关负责人来电。对方表示此前沟通中存在误会，主动询问其核心诉求，并承诺“将尽快为您办理全额退款，走特批流程”。李女士向极目新闻记者表示，此次沟通中对方态度诚恳，她接受该处理方案。当天下午，全额退款已到账。\u003c!--NO_AD_4--\u003e\u003c!--EOP_4--\u003e\u003c/p\u003e\u003c!--PARAGRAPH_4--\u003e\u003cp\u003e（来源：极目新闻）\u003c/p\u003e\u003cstyle\u003e.rich_media_content{--news-tabel-th-night-color: #444444;--news-font-day-color: #333;--news-font-night-color: #d9d9d9;--news-bottom-distance: 22px}.rich_media_content p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:.5px;line-height:30px;margin-bottom:var(--news-bottom-distance);word-wrap:break-word}.rich_media_content .qn-editor-copy p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:unset;line-height:unset;margin-bottom:unset;word-wrap:unset}.rich_media_content{color:var(--news-font-day-color);font-size:18px}@media(prefers-color-scheme:dark){body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:.5px;line-height:30px;margin-bottom:var(--news-bottom-distance);word-wrap:break-word}body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content .qn-editor-copy p:not([data-exeditor-arbitrary-box=image-box]):not(.qn-editor-copy){letter-spacing:unset;line-height:unset;margin-bottom:unset;word-wrap:unset}body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content{color:var(--news-font-night-color)}}.data_color_scheme_dark .rich_media_content p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:.5px;line-height:30px;margin-bottom:var(--news-bottom-distance);word-wrap:break-word}.data_color_scheme_dark .rich_media_content .qn-editor-copy p:not([data-exeditor-arbitrary-box=image-box]){letter-spacing:unset;line-height:unset;margin-bottom:unset;word-wrap:unset}.data_color_scheme_dark .rich_media_content{color:var(--news-font-night-color)}.data_color_scheme_dark .rich_media_content{font-size:18px}.rich_media_content p[data-exeditor-arbitrary-box=image-box]{margin-bottom:11px}.rich_media_content\u003ediv:not(.qnt-video),.rich_media_content\u003esection{margin-bottom:var(--news-bottom-distance)}.rich_media_content hr{margin-bottom:var(--news-bottom-distance)}.rich_media_content .link_list{margin:0;margin-top:20px;min-height:0!important}.rich_media_content blockquote{background:#f9f9f9;border-left:6px solid #ccc;margin:1.5em 10px;padding:.5em 10px}.rich_media_content blockquote p{margin-bottom:0!important}.data_color_scheme_dark .rich_media_content blockquote{background:#323232}@media(prefers-color-scheme:dark){body:not([data-weui-theme=light]):not([dark-mode-disable=true]) .rich_media_content blockquote{background:#323232}}.rich_media_content ol[data-ex-list]{--ol-start: 1;--ol-list-style-type: decimal;list-style-type:none;counter-reset:olCounter calc(var(--ol-start,1) - 1);position:relative}.rich_media_content ol[data-ex-list]\u003eli\u003e:first-child::before{content:counter(olCounter,var(--ol-list-style-type)) '. 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