Air China - Refund Fee Waived as Exception

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Jan 10, 2017
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#1
Just wanted to make a quick post here in gratitude for this site's advice on contacting company contacts as suggested in the post http://forum.elliott.org/threads/refunds-for-non-refundable-tickets.3304/

Back story, booked flights on their "Canadian" website while traveling in Canada thinking the same 24-hour cancellation policy I'm familiar with applied, the site looked EXACTLY like the US website and has no verbage about the policy during the checkout process so you can't really tell if it's missing. Turns out only the US has such a law, I cancelled 3 flights and rebooked them, got hit with 3 cancellation fees.

Somewhere buried in their FAQ is a mention of the 24 hour cancellation policy, it exists on both the Canadian and US website, no surprise there, but it does specifically mention the "US" website. So the fault lies with me.

It took a lot of work but it did work, numerous calls to customer service about how I am from the US, paid with a US card and made a mistake, they were pretty strict and followed policy so there was no budging there.

Wrote a nice email to the first company contact, no use, however the next contact did in fact push my case to the customer service center and they finally waived the refund fee.

I think the polite guidelines in the mentioned forum post were really helpful, I told them I made a mistake and asked them to reconsider and make an exception, finally they did, thanks again guys.
 

Patina

Verified Member
Dec 22, 2015
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#2
Good job advocating for yourself! We LOVE to hear success stories....thank you for taking the time to let us know. And a good tip for all of us purchasing tickets outside the US.
 
Likes: sas80

jsn55

Verified Member
Dec 26, 2014
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#3
Fabulous, Clarence, good work! Very happy that our advice helped. You've pointed up something that has slowly been dawning on me: so many complaint and request for refund letters are so rude, arrogant, entitled, you name it. We see so many horrific examples on this forum.

I think our advice to 'be sweet' really makes a request stand out. I've always maintained that anyone working in the hospitality field got into it originally because they LIKE PEOPLE. After a few years, the carapace gets thicker, but basically they are who they are.
 
Likes: sas80
Jan 10, 2017
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#4
I need to tell more of my Canadian friends to book through the US websites too if they have an easy way to pay in US dollars, hard to believe something we take for granted here is non-existent there, except for the major Canadian carriers.
 
Likes: sas80