TransAsia Airways suspends flights, customer service overwhelmed; travel agencies process full refunds

Reported by Jiayun Li / Taipei

TransAsia Airways' sudden announcement to suspend flights caught both domestic and international travelers off guard. Currently, TransAsia's customer service lines remain continuously busy, leaving passengers anxious. Affected as well are major domestic travel agencies, which are urgently addressing the situation as they had not received prior notice about the flight disruptions.

Li Jibai, General Manager of Kangfu Travel Agency, stated that they are currently handling the issues of travelers scheduled to depart on the 22nd and 23rd. As there are no alternative flights available tomorrow (the 22nd), full refunds will be issued. Members of the group returning from Jeju Island to Taiwan on the 22nd, due to the lack of replacement flights, will be arranged to extend their stay. Since no official notice has yet been received from TransAsia Airways, all group members scheduled to fly with TransAsia before the end of March next year will be handled under a full suspension policy with full refunds, affecting thousands of people.

▲ TransAsia Airways aircraft. (Photo / Provided by TransAsia Airways)

Lion Travel released a statement announcing that the company has a total of 6 groups and 139 people affected by TransAsia Airways' flight suspension tomorrow. Starting today, travelers who have registered and are using TransAsia Airways for group tours will receive full refunds, with the company absorbing all losses. In addition to making every effort to assist travelers in transferring to other groups, the company will also provide a subsidy of NT$500 for short-haul trips and NT$1,000 for long-haul trips (limited to group air travel packages). For group travelers originally scheduled to return via TransAsia Airways tomorrow, the company is actively arranging seats on other airlines and will arrange for their prompt return to Taiwan. If travelers need to stay abroad as a result, proper arrangements for their accommodation and meals will also be made.

The Civil Aeronautics Administration (CAA) of the Ministry of Transportation confirmed on the afternoon of the 21st that, as of now, TransAsia Airways' domestic and international flights are suspended for the entire day on the 22nd. The CAA stated that TransAsia’s “unannounced suspension” was never reported, and since TransAsia did not submit a flight suspension application as required, it may be fined between NT$600,000 and NT$3 million for violating the Civil Aviation Act.