Ctrip was sued for misleading passengers

This April, Mr. Jin purchased the May 5 23:25 in Ctrip, Sichuan Airlines, from Sanya to Chengdu, a ticket, fares 1110 yuan, plus fuel costs 150 yuan, the airport construction costs 50 yuan, a total of 1310 yuan. May 4, Mr King found that the same shift fares only 460 yuan in Ctrip. May 4 23:23 Mr. Kim called Ctrip Customer Service Hotline 4008206666, work number 385512 of the customer Service commissioner at first said to Mr King, "460 yuan tickets have been sold out." Mr. Kim again refreshes the Ctrip page and sees that the ticket still shows a ticket. Customer number No. 385512 admits there are more tickets. This confirmation process wasted Mr. Kim's refund time, resulting in the increase in refund fees. According to Ctrip regulation "24 hours outside refund, will produce 10% refund fee, 24 hours will produce 20%-30% refund fee." "Mr. Kim and Sichuan airlines to communicate, the other side told the" 10% of the refund fees charged, charge a nominal price of 10% of the rescheduling fee, not allowed to check. "Mr. Jin in Sichuan Airlines inquires, he bought the ticket fares is 1070 Yuan, Ctrip marked the price is 1110 yuan, that is to say Ctrip in charge of ticket sales commission while earning 40 yuan difference." Mr. Kim to Ctrip complaints, received work number for 380763 of the director of the answer, the director said because Mr. Kim missed the "24 hours in advance refund free handling fee" of the validity period, such as Mr. Kim want to handle refunds, need to charge 20% refund fee. Ctrip will give Mr. Jin 2000 points as compensation, Mr Kim's existing 22200 points in the personal account can be used to redeem the resulting refund fee. Mr King thinks that if the customer service officer of work number 385512 is misled, delays the refund time, will not produce the additional 10% refund handling fee, to this ctrip should undertake the responsibility. The Director made a commitment to Mr. Kim to resolve the issue before 24 o'clock May 5. May 5 9:06, Mr. Kim received the number 82516 of the complaint director of the telephone, the director admitted that the customer service personnel cheating, but still will not be able to refund the responsibility of the blame on Mr. King. The supervisor reminded Mr. Jin to pay 460 yuan for the new booking 2 hours before departure, and 30 percent will be canceled if not paid. 1110 Yuan ticket refund processing must be two hours before take-off, or will generate 30% refund fee. May 5 10:19, Mr. King also received the telephone number of the complaint director 86544, told him "May 5 before 15:00 to pay the ticket, if not paid, 30 percent tickets will be canceled." "Repeated payment urged to let Mr. Kim can not understand, he is Ctrip Platinum customers, according to Ctrip provisions can be processed before boarding pass before payment." Up to May 5 23:25 flights took off, Ctrip have failed to honor the promise of Mr. King's refund issues to the solution. May 8, China's quality of thousands of complaints will be sent to the Department of Ctrip staff, received a reply as follows: "Mr. Kim in my company's website reservation of ' Sanya-Chengdu ' 7Folding tickets, booking nearly 1 months later, Mr. King in my company's website and found that the same flight appeared 30 percent votes, and then call our customer service request refund, and to book a new 30 percent air tickets. Our customer service at first inquiries did not find the 30 percent air tickets, a few times to refresh the page finally found, and for the guests to book, according to the relevant provisions, domestic air tickets belong with the sale, the refund has exceeded 24 hours of validity, so it is necessary to charge the corresponding refund fee. However, Mr King believes that customer service exists ' intentionally or unintentionally ', and does not agree to pay the corresponding refund fee. My company and Mr. Jin communication to appease, finally made by my company to bear half of the refund fee processing results, Mr. King to this acceptance. "In response to the ticket refund question, the complaints department commissioner asked Sichuan airlines to learn that 3 kinds of charges, that is, passengers in the flight 24 hours before Take-off, charge 10% of the handling fee, in the aircraft before Take-off 24 hours to 2 hours refund, charge 20% of the handling fee; before Take-off 2 hours or after Take-off refund, receive 30% Fees. Ctrip said: "Can not give specific answers, ticket discounts, different refunds, users in the refund when the page will be prompted." ”