Matthew

Oct 4, 2020

Trustworthy service in the time of covid

I can't review an actual fight, unfortunately, but I can review some excellent service in the time of covid. I emailed China Airlines customer service to confirm that if the carrier cancels a flight due to covid 19 that they would refund the fare. I was attempting to fly from the UK to Australia, so I know how unlikely that is to go ahead right now. I also bought a Business Class ticket (improves your chances of getting into Australia at the moment), which is not in my budget, so I wanted to have some guarantee. They promptly responded to confirm that I could get a refund of any unused tickets and I bought. In the next week or so the flight was cancelled / postponed twice, and each time China Airlines let me know straight away. Then finally the schedule from Taipei to Brisbane changed in a way that was incompatible with the Heathrow to Taipei schedule, given I can only transit for 8 hours in Taipei. After emailing customer service and understanding the dilemma and that no service would be available until next year, I applied for a refund, which I received in my bank account days later. The quick turnaround with no fuss meant that I'm at least able to attempt to shop for an alternative using the same funds. I would love to fly with China Airlines in future once we return to some normality. I think they're the only airline I trust with my money right now, and it's just a shame that the Australian government's Draconian measures mean I can't make use of their services.