We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

ZUJI refund - Connection will be missed after rescheduling

14 posts
ZUJI refund - Connection will be missed after rescheduling
Save

Hello fellow travelers,

I've never had a single issue with flights in my life. I don't fly a lot (thank God), but when you gotta do it, you gotta do it.

I booked through ZUJI Hong Kong for a round trip from Hong Kong to Luxembourg, with a stop in Heathrow. Connection time was more than acceptable (around 3 hours), so I was happy to book. I booked end October 2014 for flights departing end May 2015. Plenty of time!

2 weeks later, the Heathrow-Luxembourg flights are rescheduled. To my horror, even though the rescheduled flights are 1-2 hours early/late only, they make connection impossible (60 and 20 minutes only) both ways. As this was obviously not acceptable, we denied this change.

The only suggestion from ZUJI was to ask us to accept being moved to the immediate next flight, which means 12 hours waiting time both ways. 24 hours total sitting in the airport at Heathrow! Once again, obviously not acceptable, so I did some research and found several flights which allow me to depart on the same day or on the day before, for similar prices, and for similar connection times as I had originally paid for.

ZUJI insist they can only put me on that flight with 12 hours waiting time, nothing else. They mentioned twice that the ticket is not refundable - even though I had not even started mentioning about asking a refund. I guess they saw it coming, given that even an idiot would have jumped off his seat with such a ridiculous proposal.

According to Cathay Pacific's conditions (I booked through ZUJI but the ticket shows under Cathay Pacific, even though the rescheduled leg is handled by British Airways), tickets are non-refundable, except under some conditions. If you check their general conditions of carriage, under chapter 10 and 11, if a flight is rescheduled and leads to a missed connection, and you do not accept the replacements flights you are offered, you can get a full refund.

- ZUJI told me 1400 times the ticket is non-refundable. I know this, but under certain conditions, it is. My case falls well under these conditions.

- They told me I should refer to Cathay's rules, as my booking is made with their name. I did, and found I can get a refund.

- Then they say the rules of my ticket are different, and are not the same as those of Cathay's conditions. I told them I checked ZUJI's, Cathay's and British's conditions, and I undertand I can get a refund. It's written black on white. They have yet to show me these mysterious conditions which would make my ticket unrefundable.

- They kept on refusing a refund, but today changed their mind and said they can, but only the taxes. The fare won't be refunded. This is a joke and I said I don't accept it. They are not nice enough to reschedule me 6 months in advance for a ticket that has been paid, and I'm not asking to change because I want to but because I have no choice and the problem is not mine. And now they won't even offer a full refund.

Question is: I understand I am entitled to a full refund because of the specific conditions of my case. So what can I do *quickly* to get a refund? I just want to book another flight. I don't even want a refund, but ZUJI will not offer anything else than 24 hours of total waiting time in Heathrow.

Cathay's conditions of carriage (chap. 10 and 11): (http://www.cathaypacific.com/cx/en_HK/legal-and-privacy/data-privacy-and-security-policy.html)

ZUJI conditions (chapter 5.3) mention the ticket is under the carrier's conditions, which here would be Cathay: http://www.zuji.com.hk/en-hk/general/terms-and-conditions

I don't understand how they can refuse a refund even though all I see is that I can ask for a full refund at no charge and no fee.

Your help is much appreciated,

Brisbane, Australia
Level Contributor
3,529 posts
1. Re: ZUJI refund - Connection will be missed after rescheduling
Save

Ok, I'll be the first to ask.

Why did you not book direct with the airline? It would have been a lot easier to deal with.

Dubai, United Arab...
Destination Expert
for Air Travel
Level Contributor
20,807 posts
41 reviews
59 helpful votes
2. Re: ZUJI refund - Connection will be missed after rescheduling
Save

Having booked through a third party complicates things versus if you would have booked directly with Cathay.

What confuses me is the 20 minutes connection time. Leading to my question: Did you book one ticket Hong Kong - London - Luxembourg or are these flights on two separate tickets?

Bristol, England
Level Contributor
3,933 posts
27 reviews
28 helpful votes
3. Re: ZUJI refund - Connection will be missed after rescheduling
Save

<<< Why did you not book direct with the airline? It would have been a lot easier to deal with. >>>

This is the OP's first post here. Plenty of other posters (like Dubai Phil) manage to make the same point about booking direct with airline as you have done, while at the same time attempting to answer questions in a helpful way.

Edited: 9 years ago
Brisbane, Australia
Level Contributor
3,529 posts
4. Re: ZUJI refund - Connection will be missed after rescheduling
Save

Christabel

Sorry I see nothing wrong with my reply......and it would have been a lot easier to deal direct with the airline rather than Zuji.

UK
Level Contributor
49,560 posts
82 reviews
193 helpful votes
5. Re: ZUJI refund - Connection will be missed after rescheduling
Save

<<I don't understand how they can refuse a refund even though all I see is that I can ask for a full refund at no charge and no fee.>>

"because they can" is probably the answer.

They have your money, probably they would lose money if they did what you wanted, why would they care ?

Have you tried going via your credit card company? You paid, for something, they arent providing it, they wont honour the Ts&Cs, etc? Also, do they have a Facebook page you can post on?

If none of that works, suck up the awful connections and consider it a lesson learned as to why most people here recommend most of the time booking direct. When you booked with a third party you thought you were getting something for nothing, because no doubt you thought an airline ticket was an airline ticket so why pay more?.

Now you've found that there is no such thing as a free lunch. In this case the "price" of your free lunch was extra risk that something sucky would happen. Had there been no reschedule you'd probably be posting that you booked, flew the same as the next guy who paid extra $$ more, and what a great deal you got.

14 posts
6. Re: ZUJI refund - Connection will be missed after rescheduling
Save

I did not realise it could have made such a difference. This is the last time I'm booking through ZUJI, and will very highly consider booking directly on the airlines' websites from now on. This being said, I phoned Cathay twice and they are also not willing to move me to different flights, nor give me a refund (they keep on telling me I have to go through ZUJI). I'm not sure it would have made much of a difference here, but you are probably right, avoid useless online booking agencies is a good idea.

It's a single round-trip ticket Hong Kong-London-Luxembourg. Ticket is issued under Cathay, even though the Heathrow-Luxembourg leg is done with British Airways. ZUJI confirmed to me I should refer to Cathay's conditions.

I am still waiting for their email with details of why my ticket is non-refundable, and have the feeling this email will never happen. I am calling them again tomorrow, every day if necessary.

My current understanding is that I am to follow ZUJI's conditions and Cathay's conditions, and it is clearly stated that I can get a refund at no charge/fees. It's really funny I had to read those conditions aloud to ZUJI's support, as it seemed they had no idea what I was referring to. It's called unvoluntary refund, I'm sure most of you here know what it is.

ZUJI are not your agents, they will do anything to charge you more and deny you anything, from flight amendments to refunds - even when they are clearly allowed under the carrier's conditions.

You guys confirm I am following the right terms? There are no other terms that I can find, except those listed in my original post.

14 posts
7. Re: ZUJI refund - Connection will be missed after rescheduling
Save

Because they can - sure, what about they show me a proof they can? So far, they gave me blabla and nothing else. I gave them their own conditions, and those of Cathay, which clearly state that I can get a full refund.

I'm not sure what else I am missing.

Sydney, Australia
Destination Expert
for Sydney, Bargain Travel, Food and Travel
Level Contributor
35,291 posts
8. Re: ZUJI refund - Connection will be missed after rescheduling
Save

>>>This is the last time I'm booking through ZUJI, and will very highly consider booking directly on the airlines' websites from now on<<<

Consider? If after an experience like this, you continued with third parties, it's all on you.

>>>This being said, I phoned Cathay twice and they are also not willing to move me to different flights, nor give me a refund (they keep on telling me I have to go through ZUJI). I'm not sure it would have made much of a difference here<<<

It would make an enormous difference. CX wouldn't hesitate to assist, if this was booked through them. What you're missing is any agreements on the purchase of the ticket, between the agent and airline

14 posts
9. Re: ZUJI refund - Connection will be missed after rescheduling
Save

Yes, highly consider as a 2nd option, because my 1st option is always and will always be to avoid traveling as much as possible. :0)

It would be the least from them to share such agreements and to understand how and why they incapacitate Cathay's conditions of carriage of allowing me what is stated - a full refund. Telling me it's not refundable without any proof is not right, as far as I'm concerned.

If general conditions never apply (tons of complaints about denied changes and refunds coming from ZUJI customers), then why bother, and why hide the real ones? I don't get it.

Dubai, United Arab...
Destination Expert
for Air Travel
Level Contributor
20,807 posts
41 reviews
59 helpful votes
10. Re: ZUJI refund - Connection will be missed after rescheduling
Save

<<they make connection impossible (60 and 20 minutes only) >>

Back to your booking. If you are on one ticket then a 20 minute connection in LHR is not possible. Do not know what is the minimum connection time as I do not know your arrival / departure terminal. But 20 minutes is not possible for sure. Even 60 minutes can be below minimum connection time, depending case.

Now, if the flights are on one ticket, then the system will not accept a flight connection time of 20 minutes. Also the airline is responsible to put you on the next flight to your destination at no additional cost.

Other option is of course, that Zuji booked you on two different tickets (to save money). Hence you would have two different tickets with one Zuji booking references. If that is the case have a look to your right under "connecting between flights on separate tickets".

Maybe double check this with Cathay what they see under your booking reference with regards to the flight to Luxembourg.

Cathay is right that they only want to deal with Zuji as this is the agent you have appointed to act in your name and on your behalf.

Zuji (like many other online agent) can come away with a lot of things. They know it and you as well, now. Best option is (as mentioned above) to check if you can do something with your Credit Card company.

© 2024 Tripadvisor LLC All rights reserved.

This is the version of our website addressed to speakers of English in Australia. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu.