Imposing Fees on Customers Unavoidable per Airline Rules
Ambiguity in Applying Terms Due to Different Epicenter and Travel Destination
Appeal for Measures to Minimize Cancellation Charges
Domestic travel agencies are struggling as inquiries for cancellations from our citizens who had planned trips to southeastern T?rkiye surge following the magnitude 7.8 earthquake that struck the region. The agencies operate on a commission-based structure by selling package products that handle flight ticket issuance, accommodation, and sightseeing schedules. However, when travelers cancel these plans, penalties are incurred, and the resulting complaints are directed entirely at the travel agencies.
The urban area of Hatay Province in southern Turkey was reduced to ruins on the 7th, the day after the earthquake occurred (local time). [AP=Yonhap News]
According to the domestic travel industry on the 10th, cancellation inquiries for T?rkiye travel packages scheduled to depart this month are flooding in by the hundreds daily at major travel agencies. A travel agency official stated, "Travelers with imminent departures are canceling their booked packages due to concerns about earthquake damage, while customers with schedules one to two months away are adopting a wait-and-see attitude."
Travel agencies respond by waiving certain fees, such as the commission for flight ticket issuance, when they receive refund requests from customers. However, penalties set by airlines or local accommodation providers must be paid by the bookers, leading to a flood of complaints. An industry insider explained, "Although it varies by airline, typically, cancellations within one month of departure incur penalties that differ by date. Travel agencies merely act as intermediaries to charge customers according to each airline’s regulations and cannot impose penalties independently." If the airline or accommodation provider does not allow a full refund, the travel agency has no choice but to pass on the penalty fees.
Another travel agency clarified via social network service (SNS) channels, "There are claims that 'travel agencies are greedily forcing customers to pay penalties to make money,' but this is truly unfair," adding, "We are currently discussing free cancellation policies with airlines and have requested that, given many customers feel burdened by traveling to T?rkiye, at least minimal cancellation fees be applied."
The fact that the tourist destinations booked by domestic travelers in T?rkiye are distant from the earthquake epicenter also creates ambiguity. The earthquake struck southeastern T?rkiye, while travel agency package products mainly cover the central-western region. According to the Ministry of Foreign Affairs, as of now, six provinces in southeastern T?rkiye?Kahramanmara?, Malatya, Adıyaman, Osmaniye, Adana, and Hatay?have been issued special travel advisories, and four provinces?Diyarbakır, ?anlıurfa, Gaziantep, and Kilis?have been placed under Level 3 travel alerts (departure recommendation). However, the central-western region is unaffected. Under the Korea Fair Trade Commission’s standard overseas travel terms, refunds without penalties are allowed if travel is impossible due to natural disasters or government orders, but this regulation cannot be applied to the regions most chosen by domestic travelers.
A travel agency official said, "Even if the area is not directly affected by the earthquake, travelers naturally hesitate to visit T?rkiye due to concerns about unforeseen situations," and added, "Discussions are needed with the government and airline industry to ensure smooth implementation of penalty waivers and related measures."
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