Global restrictions on mobility due to the COVID-19 pandemic have spelled turbulent times for the aviation industry since the outset of 2020. Consequently, OTA platforms, airlines and ticket agents have to contend with headwinds, bearing losses of varying degrees. The domino effect has rendered passengers anxious as airlines and agents have failed to provide refunds for flights canceled due to anti-pandemic measures.

While a few foreign airlines have denied direct refunds, offering vouchers, some others have jettisoned refund plans.

The airlines' equivocations about refunds have made the already contentious issue distressing for the flyers.

"Due to the pandemic, the two overseas air tickets I had booked have been rendered invalid. I have been imploring for a refund since March. My requests have been rejected several times," a consumer in Shanghai told Workers' Daily.

"Previously, the customer care service of the travel platform said that it was waiting for the airline's custody to end in late August for processing, but it's October now. Later they informed me it wasn't going to happen at all."

Beijing's Li Peng shared a similar story with CGTN. Li booked three tickets to Germany for a July trip on a travel platform in January. But the epidemic forced the airline to cancel his tickets in April.

"I submitted the refund application in April, but the travel platform refused to refund in the beginning. However, according to the policy during that time, they should refund me," Li said.  

After relentlessly contacting both the customer care officials of the platform and the airline, he was eventually assured a refund.

Six months on, only two of the three air tickets have been refunded.

"If the airlines do not provide services, the consumers should undoubtedly be refunded the cost of air tickets," said Chen Yinjiang, deputy secretary general of the Consumer Protection Law Research Association of the Chinese Law Society, adding that due to the impact of the epidemic, platforms, airlines and consumers will all incur some losses, "but consumers are the most vulnerable, and their legitimate rights and interests must be protected.”

"Foreign airlines operating in China should also abide by the country's laws and regulations. The travel platform also has the obligation to assist and cooperate with the consumers in protecting their rights in accordance with the law," Chen said.

Some other experts explained that amid the resurgence of coronavirus outbreaks abroad, many international flights were forced to suspend operations, racking up a large number of refund claims in a short period of time. The airlines' arrangements and supplementary regulations failed to keep up with the emergency situation, causing delays.