26.10.2022
Ref: Booking number 21402899000, passenger: LUKAIQING
I have been waiting for the lady called Mara’s response, she promised will respond me with 12 hours either by email or phone, however since yesterday morning it has been over 24 hours, I have not received any response yet, where is she, why keep an empty promise as a manager !
The flight above was initially booked on 14 Oct 2022, however I have to cancel it due to there is no way to complete those two Covid tests required by the airline with 48 hours and 24 hours, as all test centre near me shut between 3pm and 4:30pm and the fight departing at 17:10.
After the flight was cancelled, I received a response as below:
Dear Lucy,
Your booking No. 21402899000 (From London to Shanghai One Way)
Passenger Name: LUKAIQING
Regarding the above booking, shows its already canceled the seat reservation for flight MU552, October 28, 2022 17:10~11:301, from London to Shanghai, for passenger name: LUKAIQING.
In regarding changing your date you may contact us via phone call or email us your preferred flight until October 13, 2023, please be advised we can only change it to the same airline and same class which is China Eastern Airlines. you can check it as well directly on the airline website itself for you to check the available flight faster.
Moving forward, please also feel free to contact for an update, and if you need real-time assistance, please do not hesitate to contact our global access number 1-646-362-8606 but charges may apply, you can contact us via live chat as well.
We appreciate your cooperation.
Best Regards,
Joshua
Customer Advisor
So I head to book a new flight with the same airline, the same passenger, the same same route, however you asked me to pay more, I have already paid £2570.30, the latest fare is £1609.70, please see the screen shot below you asked me to email you, why did you still ask me to pay more? I feel I have been rip off by you.
My understanding is “ For airline tickets that are purchased at least seven days before a flight’s scheduled departure date and time, airlines are required to either: allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours, …” however considering the current situation, covid is not over yet, the airline is losing money, I am not greedy, may accept a form of voucher when I re-buy a one way fare, for example, the screen shot below, at £1609.7. I am happy to accept a form of voucher or credit note at £960.60 (£2570.30 – £1609.70) using by 13th Oct 2023.
This is the last email I sent you yesterday, the 25th Oct 2022, please resolve this issue for me as soon as possible .
Dear Booking Team, Good afternoon!
I am asked again to email you the latest fare ticket, please see the two screen shots below.
For the all emails you sent me, clearly I was told I may take a new booking from now up to the 13th Oct 2023 with the same airline, the same passenger, the same route, so I have chosen a new booking with everything met your requirement. However, you did not accept my new booking, ask me to pay more, why? As the leading travel agency in the world protecting the customer’s right is your mission, but I feel I have been rib off, especially it is still in pandemic difficult time for everyone.
I have already paid you £2570.30, please use the £2570.30 paid to redeem the latest fare ticket :
1. Either on return fare at £1961.00 or one way fare at £1609.70 on your Trip.com website.
2. The rest of credit please refund me asap.
3. Or issue a credit notevoucher to me to use by 13th Oct 2023.
This is my request, I hope you will accept it, please process it as soon as possible.
I preferred time is to depart on 4th Nov 2022, and back on 24th Nov 2022.
1. Re – buy a return fare at £1961.00, refund me the rest of money ( £2570.30 – £1961.00 ) or issue a form of credit notevoucher.
2. Or re-buy one way fare at £1609.7, refund me the rest of money ( £2570.30 – £1609.70 ) or issue a credit notevoucher.
3. Refund me cash.
