By / Edited and reported by the MOOK Scenic Spots Travel & Lifestyle Network editorial team
In recent years, low-cost airlines have entered the Taiwanese market, making international travel more accessible than ever. However, due to differences in ticket sales models and usage restrictions compared to traditional carriers, this has often led to numerous consumer disputes. Currently, the most common types of disputes with low-cost carriers involve issues such as ticket refunds, changes, and duplicate charges caused by booking system errors. To effectively reduce these disputes, the Civil Aeronautics Administration (CAA) recently invited low-cost airlines to discuss improvements regarding frequently occurring problems. Following negotiations, the following restrictions have been relaxed.
Illustration of low-cost airlines. (Image source / Peach Aviation [Taiwan])
◎ Airlines should promptly notify passengers of any flight schedule changes or cancellations, and confirm that notifications (such as SMS or email) have been successfully sent.
◎ In the event of flight suspensions, airlines should simultaneously establish refund and rebooking policies, such as options for changing flights, transferring to other flights, or issuing refunds, and proactively announce and notify affected passengers. Additionally, while ticket refund processing is generally required to be completed within three months, extensions may be granted for valid reasons, though the total period shall not exceed six months.
◎ During promotional periods for discounted tickets, a surge in online bookings can lead to issues such as customers being unable to access the booking system or experiencing abnormal payment deductions. To prevent such disputes, airlines should conduct advance system stress tests to evaluate whether additional bandwidth is needed. For cases involving repeated deductions due to system errors, airlines should develop response mechanisms (such as preventive checks and refund procedures), proactively disclose handling methods, and assist passengers, while striving to minimize processing times.
Tigerair Taiwan. (Image source / Tigerair Taiwan)
◎ When special circumstances such as system outages or flight cancellations during promotional periods lead to a high volume of consumer disputes, in addition to increasing customer service staff to handle issues, airlines should also implement supplementary measures (such as allowing passengers to leave contact details via webforms or phone messages for follow-up, extending service hours, or leveraging support from the parent company’s customer service resources) to address passenger inquiries and provide assistance.
◎ If flight destinations experience outbreaks (such as MERS) or terrorist attacks and other objective risk events that result in travel conditions differing from those at the time of booking—potentially affecting passengers’ willingness to travel—airlines are urged to consider passengers’ needs for risk mitigation and flexibly relax refund and rebooking restrictions.
Additionally, the CAA reminds passengers once again that discount tickets offered by low-cost carriers typically have stricter usage limitations compared to those of traditional airlines, including rules on refunds, changes, validity periods, and checked baggage allowances. Consumers must carefully review the terms before purchasing. Without a clear understanding in advance, unexpected additional costs may arise if travel plans change, potentially leading to disputes.
※ In case of consumer disputes, besides filing complaints with local government consumer protection officers, you may also contact the CAA through its complaint channels (toll-free number 0800-211-798 and email gencaa@mail.caa.gov.tw) for assistance from dedicated personnel.