Recently, the well-known domestic online consumer dispute mediation platform "Telev. Bao" (315.100EC.CN) received a complaint from users that the refund fee of "Chi Heng" under Shanghai Garlic Bud Information Technology Co., Ltd. was inconsistent with that of the airline, and it was not recognized after verification with the airline. (For more details, see NetEconomics: Zhixing, which ranks first in the list of complaints in the transportation field, is deeply trapped in the https://www.100ec.cn/zt/zxkbxf/ of "rights protection gate")
On May 23, Ms. Duan of Beijing complained to "Telegram Bao" that she placed an order for a ticket on the morning of April 21, and found that she had booked the wrong one after placing the order, so she clicked on the refund, at this time the refund fee was 320, Ms. Duan contacted Chi Heng, Chi Heng replied that 40% was charged, which was collected by the airline, Chi Heng asked herself to contact the airline for verification, but contacted the airline, and the airline replied that the charge was 10%.
(Note: Photo provided by Ms. Duan)
Ms. Duan informed Chi Heng Airlines that Chi Heng would charge a 10% refund fee, and Chi Heng replied that the airline had informed the wrong information and did not recognize her verification with the airline. Airline regulations: a refund fee of 10% of the passenger fare is charged before 7 days (inclusive) before the scheduled departure time of the flight; A refund fee of 20% of the ticket price will be charged between 7 days and 72 hours (inclusive) before the scheduled departure time of the flight; A refund fee of 70% of the fare will be charged between 72 hours and 4 hours (inclusive) before the scheduled departure time of the flight; A refund fee of 90% of the fare will be charged after 4 hours before the scheduled departure time of the flight. Ms. Duan expressed doubts.
After receiving the user's complaint, we immediately transferred the complaint case to the relevant staff of the platform to supervise and handle it properly. However, as of press time, no reply has been received from Chi Heng staff.
According to the online economic and social enterprise database (COP.100EC.CN), "Chi Heng" belongs to Shanghai Garlic Buds Information Technology Co., Ltd., the legal representative Zhang Xu, registered in Shanghai, is a one-stop travel service platform upgraded from the Chi Heng train ticket APP, with a cumulative number of more than 100 million users, providing users with leading train tickets, air tickets, bus ticket booking services, while bringing you high-quality hotel and car services at the destination.
In addition, according to the effective complaints of users in the field of mobility accepted by "Tele-Appeal" (ranked according to the number of complaints), "Chi Heng" ranked first. The latest rating is "not recommended to place an order", and since 2023, the mobile travel platforms involved in the complaints accepted by "Tele-Appeal Bao" are Gaode, Qingtang, and Liandong Cloud Car Rental in order of number of complaints.
【Case 1】Ticketless sales? User complaints that "Chi Heng" deceively places an order and refunds are charged Platform: Response has been resolved
On April 26, Ms. Yang from Guizhou Province complained to "Telegram Bao" that she purchased Weizhou Island ferry tickets on Chi Heng at about 11 p.m. on April 25, 2023, and Chi Heng showed that Weizhou Island had tickets, but when purchased, it was displayed as advance tickets (exchange tickets), and clicked in to show that there were no tickets from April 29 to May 1.
Ms. Yang said that she could not understand why there was no ticket to let consumers buy tickets, why could not directly show that there was no ticket, but need to set the ticket for the coupon, Ms. Yang thought that this was a deceptive behavior, when she returned the ticket, an order deducted 15 yuan, 4 orders 60 yuan, Ms. Yang said that she was sitting at home, the money came out of WeChat, if it was their subjective consciousness to refund, then how much to deduct is their own problem, and Chi Heng sells tickets without tickets, refunds and handling fees, which really violates consumer rights, It belongs to making money without conscience.
After receiving the user's complaint, we immediately transferred the complaint case to the relevant staff of the platform to supervise and properly handle, in this regard, Chi Heng staff sent feedback to "Telegram Bao": the enterprise contacted the consumer to communicate, the consumer said on the platform that he had purchased 4 ticket orders, and the refund charged 15 yuan per order, and the verification was required to charge 10% according to the refund and change rules, and the consumer accepted and reached an agreement.
【Case 2】There is a discrepancy in the refund amount of "Chi Heng" The platform "swallowed" 30 yuan after the ticket purchase failed
On April 18, Ms. Chen from Anhui Province complained to Telegram Bao that she purchased a train ticket from Xi'an, Shaanxi Province to Bengbu, Anhui Province at 23:00 on April 30, 2023 at 13:11 on April 18, 2023, charging 280.4 yuan, and at the same time received a message that the train ticket purchase failed to refund 247.5 yuan, Ms. Chen wondered why she was 32.5 yuan less refunded.
Ms. Chen said that because it was not a subjective operation refund, she did not recognize the deduction of this fee, the payment method at that time was Alipay Huabei, and now she has to bear the extra Huabei fee while not grabbing the ticket, obviously charging 280.4 yuan, why Chi Heng's order above also shows 247.5 yuan. Ms. Chen said that she consulted the customer service of Alipay and 12306 and determined that there was a problem with Chi Heng's refund method.
After receiving the user's complaint, we immediately transferred the complaint case to the relevant staff of the platform to supervise and properly handle, in this regard, Chi Heng staff sent feedback to "Telegram Bao", saying: consumers purchased train tickets on the platform, did not receive a refund after refund, the operator has contacted the consumer to explain, and inquired that the system has automatically refunded the ticket, the consumer said that he had received the refund, there was no problem, and agreed to settle.
【Case 3】The user's date is filled in incorrectly, and the "Chi Heng" deducts the room fee for the loss caused by the failure to stay in the room
On March 14, Ms. Duan from Henan Province complained to "Telegram Bao" that she booked a big bed room at Homeinns Neo Nanjing Xinjiekou Center Store through the Chi Heng platform on March 10, 2023, and due to the wrong date filling, the platform deducted 392 yuan of room fee without checking in and without knowing it. It was not until the time of check-in on March 11 that the hotel informed you that the reserved room had been fully consumed and the fee had been deducted.
Ms. Duan said that the booking page of Chi Heng platform wrote that you can unsubscribe at any time, but due to the negligence of the platform and the hotel, resulting in unknowingly forced consumption, the platform and the hotel blamed each other, unwilling to bear their responsibility, which indirectly led to personal losses of 392 yuan. We hereby request the platform and the hotel to apologize and bear the corresponding responsibility costs.