Ms. Wu purchased a Hainan Airlines ticket from Urumqi to Shenzhen on January 24 through an online travel platform, passing through Lanzhou.
On January 16, 8 days before departure, Ms. Wu applied to cancel the ticket on the platform. When she clicked to refund the ticket, she was surprised by the refund details that popped up on the order page: "Not a penny of the 1,200 yuan ticket will be refunded, only 401 yuan!" After contacting the platform I contacted the airline’s customer service staff and was told that my order could not be changed and “the ticket price was non-refundable”