Is it difficult to refund and change the visa now?

A few days ago, the Chongqing Center for Disease Control and Prevention released a message saying that the situation of epidemic prevention and control is complicated, and appealed to citizens not to leave the country unless necessary, strictly abide by the epidemic prevention regulations such as "reservation, flow restriction and peak shifting" in the city's tourist attractions, suspend inter-provincial tourism and reduce gathering activities.

As soon as the news came out, many citizens made up their minds to cancel their travel plans. As it is the peak season of summer tourism, the surge in refund has caused many platforms to have problems such as the customer service phone can't get through, the progress of returning orders is slow, and even some citizens have paid a high refund fee for this. Why do these phenomena occur? How can we reduce the losses caused by the epidemic? The reporter learned about this.

The introduction time of the policy of retiring and reforming is inconsistent.

Leave early at your own risk?

"The recent epidemic is very serious and the travel risk is relatively high. I just want to return the ticket as soon as possible. " Ms. Wu told the reporter that her family had originally scheduled a trip from Chongqing to Rizhao, Shandong at the end of July, but in the process of refunding the ticket, there was a problem.

The reporter learned that from July 28, Ms. Wu began to apply for a refund due to the epidemic, but one day later, she was rejected by the platform. Seeing that the departure time was approaching day by day, she was worried that the later the refund was, the more expenses would be deducted, so she chose "compulsory retirement" on July 29, thus losing nearly 3,000 yuan.

Shortly after she refunded the ticket, China Airlines announced the return policy of the epidemic, and the ticket she booked was free. As the ticket has been refunded in advance, the airline can't make up for this loss.

"The platform customer service phone is difficult to get through. Call the airline when you get through. The airline can't contact you. If you leave early, you have to bear the loss yourself. What a loss! "

Like Ms. Wu, Ms. Xiang is also worried about the refund. She originally planned to travel to Yantai and other places in August and booked round-trip air tickets through two different platforms. However, when the ticket is refunded, one platform will refund the ticket in full soon, and the other platform has been stuck in the refund application. "One of the trips is Chengdu Airlines, and there has been no policy. When submitting the partial refund application on July 30th, there was no place to submit the voucher. The people who were with me even made a complaint call, sent an email, and did not reply. "

Miss Xiang said that due to the inconsistency between the platform and the airline's refund and change policies, this has added many twists and turns to the refund process. Later, she introduced the refund policy in the airline and applied for a refund, almost once every second, but the refund she applied for before is still under review.

The number of return orders surged.

It is recommended that the policy be refunded after it is issued.

The reporter learned that these phenomena are quite common because a large number of people have cancelled their travel plans recently. What is the reason why it is difficult to return to reform? How can citizens and friends reduce losses?

The reporter learned from the platform where to go that on July 29, the total consultation volume of the platform reached three times the daily average level; The number of unsubscribes reached four times the daily volume, approaching the peak of 202 1 in Spring Festival travel rush. At present, both airlines and platforms are hard to call, which also aggravates consumers' anxiety.

Relevant staff pointed out that if the corresponding airlines have not yet issued a refund policy, they can choose the policy subscription function and check whether they can refund the ticket at any time. "The refund will be earlier than the refund policy, and the follow-up fees may not be refunded. If consumers do not take off immediately, it is recommended to wait a little for the policies of airlines and platforms. "

Flying pig said that the epidemic situation is changing every day, and the airline's policies are not so unified. However, the refund in high-risk areas is indeed based on airline policies. The platform will take the initiative to contact the airlines. As long as it meets the free refund policy, a conclusion will be reached within 3 days. "You can pay more attention to the policy of returning aircraft in high-risk areas issued by airlines. In addition, if the application for withdrawal is caused by an epidemic, you should choose an involuntary epidemic to withdraw. "

Insiders pointed out that when the epidemic broke out last year, air tickets, train tickets, hotels, scenic spots and other tourism products all introduced free refund policies, and the coverage gradually expanded over time. Usually this situation will be treated in the same way. This requires consumers to wait patiently and refund their tickets after the official measures are introduced. In addition, you can also reduce losses by purchasing refund insurance.

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Let's look at the policy of returning and changing of each platform here.

Ctrip: Hotels and air tickets in high-risk areas can be cancelled for free.

Ctrip has been paying close attention to the epidemic prevention and control dynamics in Nanjing. With the emergence of related cases in many regions in China and the increase of high-risk areas, Ctrip has launched a sudden disaster tourism protection plan to provide users with more peace of mind and more convenient services.

Hotel products: the check-in date is from July 26th to August 1 1. If the hotel is in a medium-high risk area, you can apply for free cancellation due to the epidemic. If you can't go to other cities because you live in a high-risk area, you can also contact customer service to apply for free cancellation.

For holiday products: During the period from the departure date of July 26th to August 1 1, all users in medium and high-risk areas and medium and high-risk destination cities can apply for free cancellation with relevant supporting materials, and the loss of order cancellation will be borne by the platform.

Transportation products: Air tickets: Up to now, more than 30 airlines, including China International Airlines, China Eastern Airlines, China Southern Airlines and Hainan Airlines, have successively issued special plans for Nanjing's inbound and outbound flights, and other cities are also issuing them one after another. Ctrip has opened a self-service refund service channel for users who meet the latest airline protection plan.

Train ticket: Tickets have been successfully purchased before 0: 00 on July 22nd, 20021year, and the departure or arrival stations are stations in Nanjing (Nanjing, Nanjing South, Xianlin, Lishui, Jiangning and Jiangning West). Tickets can be purchased from July 26th, 20021year 17: 30. Other cities will also open self-service channels in time according to the latest policies announced by the railway departments.

Bus ticket: According to the number of flights grounded due to the epidemic announced by Nanjing Transportation Department, Ctrip has started to refund tickets automatically without applying separately. If you don't receive a refund due to the outage, you can immediately contact Ctrip customer service to assist in the operation. Other cities will also update the policy of retiring and reforming in time according to the latest policy announced by the transportation department.

If the itinerary is cancelled, Ctrip will provide users with refund service in strict accordance with the latest regulations of various departments and continue to provide users with all-round protection. In case of emergency, you can call @ Ctrip Customer Service (Tel: 950 10) for help at any time.

Flying Pig: Initiate emergency measures for returning and changing products such as transportation, vacation and hotels.

Flying pig travel pays close attention to the epidemic prevention and control dynamics. Due to the emergence of new products in high-risk areas, emergency measures have been launched for transportation, vacation, hotels and other products.

In terms of transportation products, airlines have successively introduced preferential policies for inbound and outbound flights in Nanjing, Dalian, Zhuhai, Shenyang, Mianyang, Yangzhou, mangshi, Chengdu, Chongqing, Zhangjiajie, Changsha, Beijing and Zhengzhou. At the same time, Flying Pig will pay close attention to the official trends and policy changes of airlines, railway bureaus, transportation bureaus and other relevant departments, and update the cancellation policy in real time. For air tickets that meet the free refund policy, Flying Pig will assist passengers in need to handle related business.

Tickets for scenic spots and holiday products need to be booked before July 28th (inclusive), and the travel date is from July 28th to August 13. Consumers from medium and high-risk areas announced by National Health Commission, or destination cities in medium and high-risk areas: Air ticket orders can apply for free refund with relevant certificates; Other holiday products can be returned free of charge according to the business policy. If there is still actual loss after negotiation, it shall be borne by Flying Pig.

For hotel products, if you place an order on the Flying Pig Platform before July 28th (including July 28th) and stay in a hotel in a high-risk area from July 28th to August 13, you can apply for a free refund due to the epidemic situation. If the current living area belongs to the medium-high risk area, consumers who can't travel to other cities can contact customer service in Zhu Fei to apply for a free refund. Due to the economic losses caused by the temporary change, Zhu Fei will fully coordinate with the hotel and do its best to minimize the losses of consumers.

At the same time, Flying Pig reminds passengers that before going out, please be sure to know the latest local epidemic prevention policies in time and make full preparations to ensure safe and smooth travel.

Where to go: air tickets and train tickets are implemented according to the policy, and hotels in relevant cities can cancel them free of charge.

In view of the impact of local epidemics on travel, the online travel platform will continue to release countermeasures on the basis of the relevant policies released on July 29th: Qunar. com will go through the platform, the booking date is before July 29th, 202 1 year, and the check-in date is before August1day (including August 165438).

At the same time, Qunar.com will continue to pay attention to the changes in the policy of returning and signing air tickets and train tickets, and will strictly follow the civil aviation and railway policies.

The newly-added related cities include: Suqian City, Jiangsu Province, Yibin City, Sichuan Province, Yangzhou City, Jiangsu Province, Beijing City, Zhuhai City, Guangzhou City, Changsha City, Hunan Province, Changde City, Hunan Province, and Xinjiang Uygur Autonomous Region.

On July 29th, the policy was issued: book hotel orders in Nanjing, Jiangsu Province, Chengdu, Sichuan Province, Dalian, Liaoning Province, Shenyang, Sichuan Province, Mianyang, Ruili, Zhangjiajie, Hunan Province and Fenghuang County, Hunan Province. The reservation date is before July 28th, 20021year, and the check-in date is August 165438.

Upstream journalist Tang Xiaowan