My trip is still two months away,
but they're already saying "non-refundable"?
A customer booked a trip to Zhangjiajie, China with their parents, but due to unforeseen circumstances, they requested a cancellation. However, the customer service center responded by saying, "Since it is a charter flight package, cancellation is not possible."
KRW 300,000 deposit per person.
There are still more than two months left until the trip.
Lee Kyunghee (pseudonym) reserved a premium package from the online travel agency Yeogi Eottae for a trip to Zhangjiajie, China with their parents this November. The package was KRW 200,000 to KRW 300,000 more expensive than similar offerings, as it excluded optional tours and shopping facility visits.
However, when she made a cancellation request due to her parents' circumstances, the customer service agent repeatedly stated, "Because this product uses a charter flight, cancellation is not possible."
The agent said it was not possible,
but when she clicked the cancellation button, she got a full refund.
When Ms. Lee attempted to cancel directly from the platform's booking confirmation page, the entire deposit was refunded. In reality, the system allowed for cancellation, even though the customer service center insisted it was not possible. For customers who are not familiar with online platforms or terms and conditions, they could have ended up giving up their deposit without knowing.
A bigger issue is that there are not just one, but multiple refund policies.
As soon as you pay the deposit,
a cancellation fee applies
The product details state that, from the time the deposit is paid until the departure date, a fee of KRW 200,000 up to 100% of the total travel cost will be charged depending on when the cancellation occurs.
If you cancel more than 61 days before departure,
a full refund will be issued
On the other hand, the special terms displayed during payment state that a full refund is possible up to 61 days before departure. After that, compensation ranging from 40% up to 100% of the total trip cost is required, depending on the timing of the cancellation.
So, what are the typical refund standards for overseas trips?
If the traveler requests to cancel the contract, the deposit is refunded
Compensation of 10% of the travel cost
Compensation of 15% of the travel cost
Compensation of 20% of the travel cost
Compensation of 30% of the travel cost
Compensation of 50% of the travel cost
As OTAs expand into the travel industry,
consumer disputes have also increased.
in the past 3 years
to 93 in 2024
as of August last year
There is only one "reserve" button,
so why are there multiple refund rules?
OTAs have expanded their services beyond accommodations to include flights and package tours. There is growing criticism that platforms should provide clear and consistent information about which policy will actually apply before the customer makes a payment.
