Passengers allowed refunds for cancellations

Writer:   | Editor: Holly Wang  | From: SD-Agencies | Updated: 2019-03-27

Shenzhen Airlines now allows ticket holders to change or cancel their tickets at graded charging rates before the airplane’s departure.

Under the new rules, economy-class ticket holders who bought their flight at a 40-percent discount will be charged 10 percent of the price if they cancel seven days before departure. They will be charged 15 percent of the price if they cancel within seven to three days of departure. The rate will be increased to 30 percent if they cancel within 24 hours to two hours of departure.

Moreover, if the ticket holder changes the ticket seven days before departure, no money will be charged. If the ticket holder changes the ticket between seven days and 24 hours of departure, they will be charged 10 percent of the price. The rate will be increased to 20 percent if they change their tickets within 24 hours of departure.

Shenzhen Airlines is one of more than 20 domestic airlines that have formulated graded charging rates eight months since the country’s civil aviation authority issued a notice on improving ticketing services.

Other airlines making similar moves include China Southern Airlines, Air China, China Eastern Airlines and Hainan Airlines. They allow holders of “special-price tickets” — tickets purchased at a discount — to cancel or change tickets up to two hours before departure.

The earlier ticket holders apply to cancel or change tickets, the lower the fees, the airlines said.

Consumer complaints over exorbitant cancellation fees for discounted flight tickets have made headlines in Chinese media over the years.

In February last year, a woman in Shenzhen found she had to pay over 9,000 yuan (US$1,343) to cancel tickets she bought at 6,400 yuan, sparking public outcry.

In July, the national aviation regulator urged airliners and online travel agencies to address the issue, calling for the introduction of graded charging rates.