Ctrip High refund fee again by CCTV exposure, travel ticket is very sweet

Moderator: Talk about the sweet things about buying tickets. A few months ago, my station has reported on some travel agents to buy tickets for the ticket package this is staggering, consumers may be slightly inattentive to their own economic losses. A few months have passed, now is the Spring Festival holiday, there are many back to the Chinese New Year or travel, but also through the travel self-help agency website booking tickets. But we have found that the previously reported situation is still not improving.

Miss Wang, who went to Guangxi on vacation before the Spring Festival holiday, came across such a situation. At the beginning of February, the son booked a round-trip ticket for two people from Beijing to Guangxi Beihai through Ctrip. During the holiday, Ms. Wang needs to return to Beijing early because of urgent family emergencies. Contacted a few times after Ctrip, the other party has finally booked the return ticket for the refund. But received a cell phone message, Ms. Wang found that the refund fee is surprisingly high.

Ms. Wang: 894 (yuan) ticket only returned me 80 yuan, then the fuel costs and (airport) construction costs. I have no choice but to have patients at home and spend more money and I will go back. Then I booked a new ticket.

The website sends the hint text message to show, Ctrip only returned the Miss Wang 80 yuan airport construction fee and the fuel charge, the refund handling fee is 894 yuan, with Ms. Wang at that time buys the ticket the price to be equal, is equal to the refund fee up to 100%.

Ms Wang: I have more than 10 days to get back from my return ticket when I call. I think I can sell this ticket after I retire. But I do not refund (money), just refund me 80 yuan, this question I think impassability.

Ms. Wang told reporters that she had called China International Airlines, which provided the ticket. Air China staff said that their own this ticket is 50 percent air tickets, Air China received the refund rate of 50% of the fares, than the ctrip charge of the lower half. Landing Ctrip Ticket Query page can be found, each ticket package products below have a return to sign the instructions. After the point of discovery, some of the ticket package does not support the return of the sign, and some of the refund is very high cost.

CCTV exposure Ctrip refund fee up to 100% apart from "two charges" outside a penny

Consumer Wang: I think this site is not particularly clear, pay the time also did not appear prompt, it was not clear, if it is clear I will not book a round-trip ticket.

It is understood that the collection of high fees to sign off the site is far more than Ctrip. such as Ms. Wang, through the agency website booking tickets are charged a high proportion of consumers to refund the cost of a few customers.

Moderator: In the face of consumer dissatisfaction, Ctrip gave a response, said the ticket package itself is an ex-gratia products, generally do not support the return of the sign. Since the consumer chooses the package product, then must follow this to change the sign the rule.

Ms. Wang dialed the Ctrip customer service phone, for 100% of the refund fee, customer service gave such an explanation.

Ctrip Customer Service staff: You are the order of the round-trip special, because at that time to the ex-gratia words can not change can not be refunded. So the return of the words only to return the cost of infrastructure fuel, other costs are not refunded.

The customer service staff explained that Ms. Wang ordered a travel package, which includes not only discounted airfares, but also automatic bonus points travel coupons that can be used for domestic or outbound travel products. Since it is an ex-gratia product, it is very strict to change the conditions of the visa. Carefully check the Ctrip of the various airline tickets can be found, generally only marked with the agent logo products to charge a high proportion of the return to sign

Fees or not at all to support the return of the sign. So, is the agent referring to a third-party company outside of Ctrip? Are they earning the high refund fees?

Ctrip Customer Service personnel: Whether it is proxy, you call is our Ctrip to help you deal with this ticket.

As of the broadcast, Ctrip's request for an interview with reporters remained unanswered. In a recent written response to other media, Ctrip wrote: "The travel package product is different from the ordinary individual purchase of air ticket products, but a preferential package." Guests choose the travel package, the package will follow the overall withdrawal and change rules, the relevant unsubscribe and change rules to the actual display of products prevail. ”