Saw a pretty crazy situation someone shared about Air China.
They had a Milan to Phuket trip booked and called the airline just to ask about cancellation and change fees. According to them, the agent explained the policy, they thanked them, and ended the call without requesting anything.
The next morning they received an email saying their ticket had been refunded. The airline apparently cancelled the booking even though the passenger never authorized it. And instead of the refund amount the agent mentioned, they only got about €71 back.
After several calls with customer service, the airline suggested they buy a new ticket themselves and after the trip they might refund the original one. The problem is economy is now sold out, so the only option left is Business Class at a much higher price.
The passenger believes EU261 rules should apply since the flight departs from Milan and the airline should reroute them at no extra cost, but Air China is pushing back.
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