Flight Cancelled, Refund Delayed and Communication in Chinese
My first and definitely my last experience with this airline. My flight was cancelled just two days before departure, causing significant disruption to my travel plans and forcing me to spend a considerable amount of additional money to make my trip possible. I immediately requested a refund, yet even after 15 business days there was still no progress, and I am still waiting for my money to be returned. I have had to repeatedly contact the booking provider just to find out what is happening with my refund. What made the experience even worse was the communication. All the messages I received regarding the cancellation were in Chinese, while the link provided to resolve the issue redirected me to a Chinese-language website with no option to change the language. This made an already frustrating situation unnecessarily difficult for an international passenger. Cancellations can happen, but the way an airline handles the consequences is what matters. Unfortunately, the communication, customer service and refund process have been extremely disappointing. This was my first time booking with this airline, and it will certainly be my last.