Old Nov 8, 17, 7:07 am
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Join Date: Aug 2010
Location: DCA
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There are two entirely different concepts at work here. One is the requirement of a refund of the fare difference and the other is a discretionary customer service gesture for the inconvenience.

The refund comes from the marketing/ticketing carrier and is paid in the original form of payment. In this case avios. The customer service gesture is in CX's discretion and represents the HKD400 from the gate agent.
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