Haiwai Travel Reviews (%countItem)
Haiwai Travel Rating
Address: A204 - 10755 Leslie St, Richmond Hill, Ontario, Canada, L4S 0B2
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I am filing this complaint on behalf of my mother, ***.
The business I am complaining about is named Haiwai Tours Inc. The location/branch that I have a complaint with does not appear on your website, so I am providing it here in full.
Haiwai Travel Inc.
*** Av E
Scarborough, ON ***
XXX-XXX-XXXX
www.haiwaitravel.com/
On 25 June 2018, my mother purchased a return airline ticket to Hong Kong through Haiwai. The airline is *** and the flight details are as follows:
Departure: Sun 16 Dec 2018, AC 015
Return: Thu 03 Jan 2019, AC 016
The cost of this purchase was CAD 1498 and was paid via debit. At the time of the purchase, my mother did not sign any contract, nor any document waiving her right to a refund. There was no contract provided to my mother at the time of purchase indicating the refund policies of Haiwai.
In addition to the above purchase, my mother also purchased travel insurance with *** through Haiwai. The cost of the travel insurance was CAD 222.48.
A few weeks ago, my mother decided to cancel her trip to Hong Kong due to various family issues. She decided to seek a refund of her purchase. Upon contacting *** and ***, we were told to pursue the refund with Haiwai, as that was how the ticket/insurance was originally purchased.
Our understanding is that *** charges a cancellation fee of CAD 200. Therefore we expected the full amount of the travel ticket to be refunded, minus CAD 200. For the insurance, as per our conversation with ***, we expected the full amount to be refunded, as according to them, there is no fee to cancel or change insurance purchases.
Haiwai informed us that to cancel the flight/insurance purchase, they would charge us a cancellation fee of CAD 550 for the flight ticket, and CAD 30 for the insurance. We feel that this fee is excessive and unreasonable. For the flight, these do not match ***'s ticket fare rules which are outlined at https://www.***.com/ca/en/aco/home/fly/customer-support/refund-services.html. For the insurance, this is counter to our conversation with ***, in which they stated that there is no fee to cancel or change insurance policy.
Haiwai refused to reduce their request of a CAD 580 cancellation fee, which led to the filing of this claim.
Our desired resolution is a full refund of the purchase, but if a reasonable cancellation fee were charged (where "reasonable" in our opinion is CAD 200, based on our research), we would find that acceptable.
Hi there,
We just want them to show the proof that they bought the ticket from us.
Thanks
***
Manager
HAIWAI TRAVEL INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint has not been resolved to my satisfaction. I can attach a copy of the receipt if desired.
Hi,there
Thank you for your message. My name is *** and I am the complaint manager of Haiwai Travel Inc.
On the *** image we can see this ticket refund policy. The ticket is nonrefundable. Actually before Ms. paid the ticket we told her several times about the nonrefundable policy.
But she changed her mind later and wanted to refund this ticket due to her personal reason.
At the same time we can have different refund policy than Airliner.If you choose to deal with us we have to follow this policy.After you pay the ticket we give you the receipt and ticket copy and our clients don't need to sign any document just like you do some shopping in the stores.
If you have any new message please don't hesitate to leave a message to me on your website.
Thanks
***
HAIWAITRAVELINC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business's explanation for the following reasons.
1. At the time we asked to have the ticket cancelled and refunded, we contacted ***, asking if this specific ticket that my mother purchased is refundable. We spoke to a Manager in their Rates department, named ***, and she confirmed that my mother's ticket was indeed refundable. If the airline states that the ticket is refundable, I do not know why Haiwai is stating that the ticket is non-refundable.
2. *** confirmed that if the ticket is cancelled before the flight, the ticket is refundable, with a $200 cancellation fee. We do not dispute this $200 cancellation fee. Therefore, that is the amount that we are willing to pay as a cancellation fee. Since
the original amount of the ticket was $1498, we are expecting to get $1498 - $200 = $1298 refunded for the ticket.
3. For the insurance policy that my mother purchased through Haiwai, *** has confirmed that the insurance is refundable, in full, without penalty, as long as the ticket is cancelled before the departure date, which was indeed the case. Therefore, we expect the insurance amount of $222.48 to be refunded in full.
Combining 2 and 3, we expect to get $1498 + $222.48 - $200 = $1520.48 refunded from Haiwai.
4. The representative at the travel agency that we spoke to, originally stated that there
would be no refund at all. After we argued with them, they offered to make a partial refund of the ticket price, but would only refund $998 of the $1498 ticket (a $500 cancellation fee), and $192.48 of the $222.48 insurance (a $30 cancellation fee), for a total refund of $1190.48 (and a $530 cancellation fee), as the amount we paid for the ticket and insurance was $1720.48.
5. As stated above in 2, we do not dispute the $200 cancellation fee that *** is charging for cancellations. However, subtracting that $200 from the $530 cancellation fee Haiwai is charging leaves a difference of $330 that Haiwai is refusing to return to us, and which we feel we are entitled to. This cancellation fee is excessive, and is contrary to ***'s ticket fare rules and cancellation policy. Since *** itself is only charging a $200 cancellation fee, we do not know why there is a $330 difference between the *** cancellation fee and the Haiwai cancellation fee. Regarding the insurance, there is no reason why that should not be refundable in full, as per ***'s policies. In our view, to charge a $330 cancellation fee for a $1720.48 purchase is excessive.
6. To reply to the business's claim, the *** photo came from an email printout, as can be seen on the *** photo. It is not a legal contract. My mother's signature does not appear anywhere on that document. In short, my mother never waived her right, in writing, to a refund or exchange for this ticket purchase. Verbal discussions and/or agreements during transactions are non-binding. I do not believe it is legal, or good-faith business practice, to declare "no refunds or exchanges" for an airline ticket purchase, by simply adding this line to a ticket printout without the customer explicitly waiving this right, in writing, on a signed contract. To do so constitutes an excessive and unfair penalization of the customer.
In summary, our complaints are as follows:
- Haiwai has presented conflicting and misleading information to us, as what they have told us differs from what *** and *** have told us.
- The cancellation fees charged by Haiwai, which are on top of and in addition to the cancellation fees charged by ***, are excessive and punitive.
- There is no legal contract signed by my mother waiving her right to a refund, so Haiwai's argument on that front is not valid.
To resolve this complaint, we ask that Haiwai refund the amount of $1520.48 to us.
Let me answer your questions.
1. We can make our own policies which can be different from those airliners. Because we have our costs and it is more than $200 from ***.We have consolidators who issue the tickets for us and refund the tickets and we have to pay them to do these things and we have to pay agent the commission and other costs. If you buy tickets from *** directly then you can use their policies. Please respect our labour.
2.I don't understand why you can accept *** cancellation fee but don't accept ours.
At the same time we gave you the special price so we have to charge you more if you want to refund the ticket.
3.For the insurance policy we charge you CAD30 for service fee which is reasonable because we have our costs. If you don't understand this please buy insurance from insurance company directly.
4.We don't need our consumers sign anything when they buy air tickets.We have to inform them the policies before sales.The documents we send to you are contract between us.If you deny
these documents,can we deny the transaction between us?
If you have any question please let me know.
Thanks
(The consumer indicated he/she ACCEPTED the response from the business.)
We have negotiated a settlement with Haiwai. This case may be closed.