Originally Posted by
wwtknoyb
Hello from Pudong Airport. Have checked in for the PVG-MEL leg successfully. Juneyao does not refund anything, nor pay the 60 EUR for PKX-WUX. They asked me for the cancelled flight no. and the boarding pass PKG- WUX. Less than ten seconds phone call and PVG-MEL was reinstated. Less than a minute later and I had my boarding pass.
Last minute China-Melbourne is expensive and I would have missed the Air New Zealand flights to CHC and WEL. I have only 12 hours in Melbourne.
Unless I'm missing something, you had a 4 segment itinerary and wanted to change the destination city on one of them? That type of thing FAR exceeds my KISS threshold. I would have studied the fare rules carefully before calling in order to formalize my request, and then escalated to level 2 support from the outset.
But, getting a refund for a canceled (by the airline) one way flight and applying the value to the purchase of a different flight is pretty easy, and addressable by level 1 support. That's a breach of contract by the airline. So, I'm left with the Y350 I paid for the cheap HO flight and need to change it to a Y1100 MU flight. Ctrip reliably covers about half the difference without hesitation, and they toss in a carrot like lounge access. If I call HO instead, I'm going to get the Y350, and they'll try to get me apply it to a different HO flight (the fare of new flight isn't especially relevant as long as it has any seats left for sale, but it might be on next day).
That having been said, I'm curious as to why they weren't a little nicer to you. Complex or not, you had a seemingly valid complaint, so letting you hang out to dry is rather disturbing.