Hi,

I recently had to cancel a flight I had booked in Premium Economy (E class). When cancelling through the 'manage my booking' part of the website, it advised me to contact eservices or my local customer service centre. That proved easier said than done, as I couldn't get through on the eservices phone line and I also sent them an email but no luck in getting a reply.

I would just like to know whether the cancellation refund (booking cost less cancellation fee) is processed automatically, or whether I need to make some sort of claim? The ambiguity for me arises because the website told me to contact eservices, and did not spell out the procedure in any great detail.

Thanks very much in advance for your help

Welcome to FT.

When you click on "Cancel Booking", it merely cancels the flight booking. Your e-ticket is still "available" for use in future, subject to the terms and conditions of the ticket.

To ensure that you do get a refund on your ticket (assuming that your ticket is refundable), you have to call the Reservations Office or eServices Centre for them to physically cancel the ticket and issue refund back to your credit card.

The change/cancell booking online function have been down for a while, it would usually be easier to get through on the local reservation center rather than the eservice center

Thanks for the helpful replies! The website really was not very clear

YARTUTA: Yet another reason to use a travel agent. Instant cancellation and a refund usually in 24 hours to the credit card.

Not necessarily. IMHO I had a harder time with a TA refunding an unused segment versus a later experience when i got the ticket via CX's website and had to refund a similar unused segment.

Hopefully you have a reliable TA if not simply rely on the airline direct.

You'd better call to ensure the ticket cancelled before the departure date, otherwise extra penalty on top of cancellation fee will be added.
But it depends on T&C of the ticket class.

OT: The title is a bit misleading ... "Flight booking cancellation or ticket cancellation" seems better. Most flyers' nightmare to see " Flight Cancellation". XD

Good point. and i second this.

Sorry about topic heading I am not sure how to change it. Do not use messages boards often.

Does anyone have any experience getting in contact with eservices? My local reservation centre referred me to them. But whenever I call (tried about 20 times) there is no one available and then drops out after 10 minutes. I have tried sending email, nearly two weeks ago now also but received no response , not even an acknowledgement either personal or automatic. Is this normal? I am getting a little anxious as I spent a lot of money on what I thought was a flexible ticket.

Thank you for your guidance.

Wonderful airline but horrible customer service for US based customers. You can book on the website, but don't try to change or cancel! That requires an international call(s).

YARTUTA

Could you please tell me what yartuta means? I have googled it but no help there. Thanks

Edit - sorry just realised the acronym. I do not normally use travel agents because normally I can get responses quickly from other airlines not experienced problems before.

Not true. The call may be routed to the Hong Kong service center but it's still toll free for the customer.

I guess we all wish for more responsiveness from call centres but I doubt on any airline we will see this improve a lot.

On a $5,000 - $10,000 D/I, J , F fare, paying the $35 fee, that's so inconsequential, adds a ton of value from providing a nice paper itinerary and paper e-ticket (I know a "paper" e-anything seems an anachronism) and a 24/7 toll free hotline answered in one ring, to overnight credit card refunds and all the seating and that done on the spot, it is money well spent.

I can tell you that in some countries a paper e-ticket from a world-wide TA adds a lot of confirmation when computers are wonky. Developing countries love the paper evidence as much as rubber stamps and stick on foil seals.

Even if I flew coach, $35 would not stop me there either.