My complaint:
Dear Team,
I am writing to formally appeal the handling of a refund related to ticket booking No. 1128141521088650, which we had to purchase due to the delayed cancellation of a previous flight booking (No. 1128141505639434) on the Ctrip platform.
On August 12 at 21:51, the Ctrip after-sales team processed the cancellation of the original ticket. We relied on this and immediately purchased a new ticket at 22:21 to avoid travel disruption. However, just 3 minutes later, we learned from the passenger that United Airlines still allowed check-in for the original flight. This indicates the cancellation was not reflected in the airline’s system in time — a failure that caused an unnecessary expense of 6,937 CNY.
We were later informed that only 759 CNY (tax) would be refunded, and the rest could only be converted to Ctrip points at a 100:1 ratio — which is unacceptable.
This situation occurred despite the entire cancellation being handled by the Ctrip platform, and without informing us of any delay in processing time to the airline. We believe this is a service lapse and not a customer error.
We submitted a request to evaluate the refund on 22 August 2025 to emphasize our key concerns as follows:
-The booking was made via Ctrip, not directly with the airline. We relied on Ctrip platform’s reliability and support.
-If processing time is needed for cancellations to reflect in the airline’s system, Ctrip has a responsibility to inform clients in advance—especially when advising or assisting with rebooking decisions.
-The lack of accountability and shifting all responsibility to the end user, especially a long-term customer with significant transaction history, is highly disappointing and unacceptable.
And we received a reply from Ctrip customer service today informing the refund fees for the newly purchased tickets 1128141521088650 and 1128141523493130, which were unused, cannot be borne by Ctrip
In light of the above, we hereby formally appeal for your team to carefully re-examine this matter and provide a fair resolution.
We kindly request:
A full refund of 6,937 CNY for the second ticket;
or, alternatively,
A reasonable solution that appropriately addresses the communication and system failures on your part.
Suggested solution:
We kindly request:
A full refund of 6,937 CNY for the second ticket;
or, alternatively,
A reasonable solution that appropriately addresses the communication and system failures on your part
