Air China says ticket is refundable, but getting a run-around.

GetHuman-ptfraser's Cancel flight issue with Air China from January 2020

Help with my Air China issue
The issue in GetHuman-ptfraser's own words
Trying to cancel an air flight ticket. ... Have a flight connecting in Beijing. In light of CDC warning and Air China's new fare refund policy resulting from coronavirus situation, I would like to cancel and get a full refund.
They said that because of the coronavirus situation, I can cancel for a full refund, but I must do it through the agent I booked with. The agent I booked with (JustFly) said that because it's not normally a refundable ticket I need to cancel through Air China directly.
Would like a ticket refund.
This was to be my first flight on Air China
Tried calling the booking agent (JustFly)
How GetHuman-ptfraser fixed the problem
Took two more calls each to Air China and to JustFly. The second call to Air China they gave me a website address for their news about full refunds being available, and I was able to give this information to the JustFly agents and they processed the refund.
Do you have a customer issue as well?
We can help you get Air China's attention and get better help faster. Tap below to get started.
Having Air China issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid

Air China

Trying to cancel an air flight ticket.
Cancel flight issue
Reported by GetHuman-ptfraser
Jan 28th, 2020 - a year ago
Fixed
GetHuman-ptfraser shared how to fix
Seen by 15 customers so far
Similar issue to 256 others
0 customers following this
Items needed
Name on the ticket
Booking reference
Billing address
Email address on the account
Frequent Flyer number (if applicable)

Timeline

GetHuman-ptfraser started working on this issue
Jan 28th, 2020 6:19pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:31pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:31pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:32pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:32pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:32pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:35pm
GetHuman-ptfraser indicated the issue is not fixed yet.
Jan 28th, 2020 8:36pm
GetHuman-ptfraser confirmed the issue is fixed. Hooray!
Jan 28th, 2020 9:01pm

Paying Too Much for Internet?

After helping consumers for 10 years, we realized that you need an impartial, live person you can talk to about comparing the various TV, cable, Internet and phone plans in your area- somebody who can compare the best deals across telecom providers. So we created a free concierge service you can call at the phone number below.

Call Toll-Free: 888-379-2546Our service is unaffiliated and thus can compare plans across many providers