Aeroflot put in extortionate cancellation conditions for Japan-bound flights

Aeroflot put in extortionate cancellation conditions for Japan-bound flights

Both Russian and Japanese tour operators expressed their high dudgeon about Aeroflot’s position regarding the cancellation refunds of unwanted tickets to Tokyo. And if Russian tour operators by well-known reasons prefer to keep silence their Japanese counterparts sent an official letter to the Russian Ambassador in Tokyo.

The tour operators started to contact Aeroflot for the refunds on March 14. And two days before MFA of Russia advised against travel to Japan.

In reply Aeroflot sent out an ordinary e-mail that read: “Due to the crisis situation in Japan caused by the earthquakes we allow the refunds of tickets to/from Tokyo departing no later than March 20^th, 2011 as well as re-booking for another flights departing no later than April 25^th, 2011 at no cancellation fee or additional cost”. Then the tour operators were referred to a media mailing archive of the old.aeroflot.ru website, where they found out that the air carrier didn’t want to refund group tickets and offered to change travel dates instead. In fact this means 100% cancellation penalty for group tickets.

In the current situation it’s hard to even plan new travel dates. And the most important issue would be to gather all the passengers listed in the group booking at one exact date – one tour operator might have up to several dozens tourists. So Aeroflot knowingly offered its partners admittedly unworkable option. Plus we should keep in mind that the cancellations cover the entire depth of sales – up to August 2011. And according to article 14 of the “Basics of Travel Business” act tour operators must refund for unrealized packages in full.

Even Japanese tour operators see such move as Aeroflot’s attempt to cash in on the grief and tragedy of Japanese people. JIC Travel Center Company that sends around 4 thousand Japanese tourists to Russia and welcomes about 2 thousand Russians every year, forwarded an official letter to the Russian Ambassador to Tokyo Mr. Andrew Beliy, expressing its indignation with Aeroflot’s behavior.

“…we are refunding our Russian partners in full with no penalties whatsoever. Japan airline JAL refunds full cost of cancelled tickets as well” – reads the letter – “It turns out to be a paradox situation when the Government advises against travel to Japan, and the national air carrier refuses to reimburse the costs of tickets”. The Japanese tour operator called for the Russian Ambassador to investigate on this issue and to cancel this extortionate cancellation conditions.

JIC Travel Center’s President Mr. Fushida Masayoshi says that the tickets must be cancelled at no extra fees or penalties at least within 30 days’ period after the earthquake or until the lifting of restriction to travel to Japan.  

Last Friday afternoon this story was brought to light by the Russian Union of Travel Industry’s Press Office. The very same day at 10 PM the Aeroflot’s response came out. The head of airline’s PR department Mr. Andrew Sogrin said to Echo Moskvy Radio that the official statement regarding this issue would be released on Monday. He also noted that Aeroflot always abides the law and furthermore doesn’t intend to spoil the relations with its partners – tour operators. Soon after that RIANovosti announced referring to Aeroflot that the airline would reimburse the full cost of the tickets to Tokyo departing no later than March 31. After this day Aeroflot “will come back to this issue and make a decision according to current situation”.

But these are just words. Tour operators are waiting for the airline’s official announcement.