'Travel agencies should be flexible in giving refund'

RTHK：Video News

The Consumer Council has called on travel agencies to be flexible in refunding passengers affected by the cancellation of flights at Greater Bay Airlines. The low-cost carrier earlier announced the cancellation of 128 flights in February and March, while stressing that Lunar New Year services won't be affected. The consumer watchdog had received six complaints as of Thursday night, involving about HK$14,000 in total. Its chief executive Gilly Wong told an RTHK radio programme on Friday that travel agencies should maintain close contact with the airline to offer refunds to passengers as soon as possible. "In principle, they (agencies) should only arrange a refund after receiving the money [from the airline]. But they can exercise discretion and compassion when handling individual cases," she said. Wong pointed out that some agencies had told passengers it could take months for them to get their money back, but said in some cases the refund should arrive earlier. "If they only stick to the rulebook, that leads to customer dissatisfaction and complaints. It's not an ideal approach in terms of their reputation." Wong also said Greater Bay Airlines should not impose surcharges for passengers opting for other destinations. She added that the airline should offer updates and reach out to consumers quickly.