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SEA Travel Rating
Address: 3325 W Walnut St #100, Garland, Texas, United States, 75042
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Booked services to buy plane tickets to Asia. Coronavirus restrictions allow for tickets to be refunded at airlines but business refuses to allow refunds unless a fee is paid.
Refund Refund should be given due to Virus.
The Coronavirus is causing travelers around the world a great deal of stress, but travelers are not the only group affected. It is also causing problems for airlines and travel agencies around the globe.
This customer purchased tickets to fly with Korean Air through our agency and believes they are due a trip cancellation at no cost due to the Coronavirus. We definitely understand their concerns as their health and safety are our number one concern. But this belief that their ticket cancellation fee should be waived at no cost is not backed up by what is currently the reality of the situation. As of 03/05/20, there are some airlines offering to waive trip cancellation fees, but unfortunately Korean Air is NOT one of them. As travel agents, we have no control over what decisions airlines make or do not make. This is the sole reason why we cannot cancel this customer's travel plans free of charge. If Korean Air were to make a public announcement that it also plans to waive cancellation fees due to the Coronavirus, then there would be absolutely no hesitation on our part to cancel the tickets. We apologize for the inconvenience. Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
Since mid-February, korean airlines was offering waivers for cancellation fees for entry restricted countries. Two of the countries I was to travel to were entry restricted. When initially contacting the agency about a refund, the business refused provide documentation and hung up. When they relented and sent the invoice after continuous contact, we contacted the airlines who said the tickets would be eligible for a FULL refund but since we booked through a travel agency, we would have to go through the travel agency. The business tried instead to "discount" the regular service fee by only a hundred even though the countries were restricted. The agency was unable to fulfill the contract provided and tried to strong arm my family into paying an exorbitant fee (almost 50% of the contract) even though the airlines were willing to provide a full refund. It was not until the airlines completely cancelled the flight that the travel agency decided to refund the money. However, even though they finally refunded the money, they forced us to pay a service fee charge in order to get our refund. Essentially, we had to pay the agency to provide no service.