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Just a travel agent

Relatives booked flights to Hong Kong on a Very Famous Hong Kong Airline (VFHKA). 

Next we booked a package (flights and hotels), also with VFHKA - so that we could all go together to another city in Asia. 

Then last week VFHKA cancelled relative’s flights to Hong Kong, so we have to cancel the package.  I called VFHKA and provided them with all the details and told them we need to cancel.

When I finally got through, the conversation went something like this:

VFHKA: Yes, that’s OK, but there’s a 50% cancellation fee.
Me: But your airline cancelled the flights to Hong Kong.
VFHKA: We are just a travel agent.
Me: But…..it’s the same company!
VFHKA: No, we are a separate company within VFHKA group.
Me: (laughs)   (gets a bit shouty)  (calms down)
VFHKA Sorry, this is company policy.  There’s a 50% cancellation fee.
Me: Can I speak to your supervisor?
VFHKA OK (long wait).
VFHKA We’ll call you back later.

So the next day we had another call.  Some “highlights’:

VFHKA: We didn’t cancel the flight to (Asian City).
Me: Correct, but this is a family holiday.  If they can’t get to Hong Kong we can’t all go to (Asian City).
VFHKA: Can you give me the flight details?
Me: I did give you all this information yesterday, but, sure, I can read out this random collection of letters and numbers one more time.  Hang on, is that a ‘B’ or a ‘5’ in the Booking Reference? 
VFHKA: Yes, that’s the same people.  We need to check with the airline and the hotel.  We’ll call you back.

They did call me back, but still only partial success.

VFHKA: We can give you a full refund for the hotel but there will be a cancellation fee for the flights.
Me: But your airline cancelled the flights to Hong Kong.  We only need to cancel this package because of that!
VFHKA: I need to check with my supervisor.  We’ll call you back.

Of course after all this nonsense they did call me back and offer a full refund (though it will take 4-6 weeks).  

imageI suppose it’s not really any worse than most so-called “customer service” in Hong Kong.  If you are persistent you can probably get what you want, but you need to wait for your call to be answered (and listen to the repeated announcements that most things can be done on the website).

Having said, it’s a special kind of audacious for them to claim that they are “just a travel agent” when (amongst other major clues) bookings are made through exactly the same website as the airline.  That’s a very high standard of disingenuous nonsense.     

We are just a travel agent.  No you’re not.

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