What should I do if I can’t travel due to the epidemic and my air tickets are not fully refunded?

Legal analysis: The first step is to confirm the reason why you cannot travel, and then communicate with the airline and hotel to negotiate a full or partial refund of the money. Consumers need to keep contracts, payment vouchers, communication records between the two parties and other evidence materials involving the legal relationship between the two parties.

In the second step, if airlines and hotels do not cooperate, consumers can call the civil aviation service quality supervision hotline 12326, contact the 12315 Consumer Complaints and Reporting Center to make a rights protection complaint, or submit a mediation complaint to the local tourism authority Apply.

In the third step, if the two parties are unable to negotiate or mediate, consumers can apply for arbitration to an arbitration institution with jurisdiction or file a lawsuit with the People's Court to safeguard their legitimate rights and interests.

In order to make every effort to do a good job in the joint prevention and control of the new coronavirus pneumonia epidemic, it has been decided after research that starting from 0:00 on January 24, 2020, if passengers who have previously purchased civil aviation tickets voluntarily refund their tickets, all airlines will Ticket sales agencies and their ticket sales agencies shall handle refunds free of charge and shall not charge any fees.

Legal basis: "Law of the People's Republic of China on the Prevention and Control of Infectious Diseases"

Article 42 When an infectious disease breaks out or becomes popular, the local people's government at or above the county level shall immediately Organize forces to carry out prevention and control in accordance with prevention and control plans and cut off the transmission routes of infectious diseases. If necessary, upon reporting to the people's government at the next higher level for decision, the following emergency measures may be taken and announced: (1) Restrict or stop performances in markets and theaters or other crowd gathering activities; (2) suspension of work, business, and classes; (3) closing or sealing public drinking water sources, food, and related items contaminated by infectious pathogens; (4) controlling or culling the epidemic Wild animals, livestock and poultry; (5) Close places that may cause the spread of infectious diseases.

Article 45: When an infectious disease breaks out or becomes popular, the State Council shall have the authority, based on the needs of infectious disease control, to organize nationwide or cross-provincial, autonomous region, or municipality-level local people's governments at or above the county level. The authority has the right to urgently mobilize personnel or reserve materials within its own administrative region, and temporarily requisition houses, transportation vehicles and related facilities and equipment.