I 'm a consumer from Japan. I bought a ticket from Tokyo to Nanjing on the Japanese website of Spanish booking company Travelgenio.
Because this company cancelled this ticket without my permission, I suffered a loss of about 60, 000 yen. And the company somehow asked me to pay a cancellation fee of twenty euros.
Next, let me describe the whole process.
On December 18th, 2019, Japan time, I used a credit card to purchase an economy class ticket of China Eastern Airlines MU776 on March 19, 2020 on the Japanese version of the website of Travelgenio.
Reservation number LOQSFL
In February 2020 Japan time, although Travelgenio did not send me any reminder emails, I checked the online information myself and found that the flight on March 19 had been cancelled. By directly contacting China Eastern Airlines, I successfully changed to a flight on March 19.
On March 14, 2020, Japan time, I checked the online information and found that the flight on March 18 had been cancelled. Travelgenio did not send me any reminder emails. When I directly contacted China Eastern Airlines' Shanghai Sales Department and planned to change the visa to March 20, I was informed by China Eastern Airlines that the ticket had been cancelled by Travelgenio. And told me that the information about the flight cancellation had been told to the ticket agency on March 9. Therefore, I can no longer change the visa, and can only purchase the air ticket on March 20 directly through China Eastern Airlines. On the same day, I contacted Travelgenio's Japanese service window by phone, but the music was playing all the time, but no one answered. After consulting through the company's website inquiry form, I was informed that I had requested cancellation. This is completely impossible. I did not ask for cancellation, nor could I ask for cancellation. Because this ticket's visa is valid until March 20th, you must return to China before this date. In this regard, I can provide the visa information of the passenger as evidence.
Japan time expires on March 17, 2020, and negotiations are repeated through the mail. This company did not provide evidence of my request for cancellation and also forced me to pay a cancellation fee of € 20.
Starting March 18, 2020, Japan time, this company has not responded.