$250 fee for changing redemption booking with infant within 24 hours?
Nov 29, 2022, 6:34 am
#1
Original Poster
Join Date: Jan 2010
Posts: 706
$250 fee for changing redemption booking with infant within 24 hours?
Through the CX call center, I made a Asia Miles booking for CX metal to a US destination. The redemption included an infant-in-lap, with a paid fare (around 10-20% of the adult fare).
Immediately after booking, I realized that the date was wrong, and called back to switch the booking to a new date that also had award availability. I was told:
- adults could freely switch to new date, as the booking was within 24 hours
- infant revenue fare could not be changed, as it was tied to a a redemption booking. My only option was to cancel the fare for a refund, less a $250 penalty. I'd then have to re-pay for a new infant fare.
I believe the $250 cancellation charge is incorrect due to being within the 24-hour cooling off period to a US destination. Can someone please advise?
Immediately after booking, I realized that the date was wrong, and called back to switch the booking to a new date that also had award availability. I was told:
- adults could freely switch to new date, as the booking was within 24 hours
- infant revenue fare could not be changed, as it was tied to a a redemption booking. My only option was to cancel the fare for a refund, less a $250 penalty. I'd then have to re-pay for a new infant fare.
I believe the $250 cancellation charge is incorrect due to being within the 24-hour cooling off period to a US destination. Can someone please advise?
Dec 5, 2022, 12:31 pm
#2
Join Date: Sep 2005
Location: TPE / HSZ
Programs: CX GO (=SPH), IHG Diamond Amb, Hertz 5*, Accor, Hilton, National
Posts: 6,437
Through the CX call center, I made a Asia Miles booking for CX metal to a US destination. The redemption included an infant-in-lap, with a paid fare (around 10-20% of the adult fare).
Immediately after booking, I realized that the date was wrong, and called back to switch the booking to a new date that also had award availability. I was told:
- adults could freely switch to new date, as the booking was within 24 hours
- infant revenue fare could not be changed, as it was tied to a a redemption booking. My only option was to cancel the fare for a refund, less a $250 penalty. I'd then have to re-pay for a new infant fare.
I believe the $250 cancellation charge is incorrect due to being within the 24-hour cooling off period to a US destination. Can someone please advise?
Immediately after booking, I realized that the date was wrong, and called back to switch the booking to a new date that also had award availability. I was told:
- adults could freely switch to new date, as the booking was within 24 hours
- infant revenue fare could not be changed, as it was tied to a a redemption booking. My only option was to cancel the fare for a refund, less a $250 penalty. I'd then have to re-pay for a new infant fare.
I believe the $250 cancellation charge is incorrect due to being within the 24-hour cooling off period to a US destination. Can someone please advise?
Dec 5, 2022, 1:20 pm
#3
Original Poster
Join Date: Jan 2010
Posts: 706
- The ticket was purchased on the US CX call center, as it couldn't be ticketed online.
- The fare basis is $244.00 for the ticket, plus another $244.08 in taxes.
- I assumed the DOT policy applies to me as the itinerary arrives to the US.
- When attempting to change the overall booking with CX over the phone, they seemed technically unable to adjust the infant ticket (paid fare within a redemption booking). Their only solution was to cancel the infant ticket entirely, change the redemption, then re-fare a new infant fare to the booking.
- On a recent call, a new CX agent added the following notes to my booking, but it is unclear if the notes will be reviewed by the refund department:
At this point I'll see what amount gets refunded to my credit card in a few days, though it has been a frustrating process. CX's WhatsApp chat has been useless, taking 36+ hours to respond, and then ending the chat within minutes.
- The fare basis is $244.00 for the ticket, plus another $244.08 in taxes.
- I assumed the DOT policy applies to me as the itinerary arrives to the US.
- When attempting to change the overall booking with CX over the phone, they seemed technically unable to adjust the infant ticket (paid fare within a redemption booking). Their only solution was to cancel the infant ticket entirely, change the redemption, then re-fare a new infant fare to the booking.
- On a recent call, a new CX agent added the following notes to my booking, but it is unclear if the notes will be reviewed by the refund department:
CANCELLATION OF TICKET FOR INFANT WITH SEAT OR INFANT WITHOUT SEAT
FULL REFUND AMOUNT WILL BE PROVIDED TO PASSENGER UNDER
EMPOWERMENT WITHIN 24 HOURS FREE CANCELLATION
FULL REFUND AMOUNT WILL BE PROVIDED TO PASSENGER UNDER
EMPOWERMENT WITHIN 24 HOURS FREE CANCELLATION
Dec 5, 2022, 2:07 pm
#4
Join Date: Sep 2005
Location: TPE / HSZ
Programs: CX GO (=SPH), IHG Diamond Amb, Hertz 5*, Accor, Hilton, National
Posts: 6,437
- The ticket was purchased on the US CX call center, as it couldn't be ticketed online.
- The fare basis is $244.00 for the ticket, plus another $244.08 in taxes.
- I assumed the DOT policy applies to me as the itinerary arrives to the US.
- When attempting to change the overall booking with CX over the phone, they seemed technically unable to adjust the infant ticket (paid fare within a redemption booking). Their only solution was to cancel the infant ticket entirely, change the redemption, then re-fare a new infant fare to the booking.
- On a recent call, a new CX agent added the following notes to my booking, but it is unclear if the notes will be reviewed by the refund department:
At this point I'll see what amount gets refunded to my credit card in a few days, though it has been a frustrating process. CX's WhatsApp chat has been useless, taking 36+ hours to respond, and then ending the chat within minutes.
- The fare basis is $244.00 for the ticket, plus another $244.08 in taxes.
- I assumed the DOT policy applies to me as the itinerary arrives to the US.
- When attempting to change the overall booking with CX over the phone, they seemed technically unable to adjust the infant ticket (paid fare within a redemption booking). Their only solution was to cancel the infant ticket entirely, change the redemption, then re-fare a new infant fare to the booking.
- On a recent call, a new CX agent added the following notes to my booking, but it is unclear if the notes will be reviewed by the refund department:
At this point I'll see what amount gets refunded to my credit card in a few days, though it has been a frustrating process. CX's WhatsApp chat has been useless, taking 36+ hours to respond, and then ending the chat within minutes.
What I originally asked for is the fare basis, not the base fare. Without the fare basis (and in fact, origin and destination), it will be quite difficult to know what fare rules you are subject to, but this is moot now.