Jawad K.

I have booked a long flight with these guys around 3 months ago - for a flight this long and with multiple connections, this one looked more convenient than the ones I could get elsewhere.

As a frequent flyer, I had thoroughly checked the fare rules and took a note of the date change penalty (CAD 50 + cheapoair service fees).

However they won't tell you what these service fees are when booking.

When I called to change date, first the agent took more than half an hour to let me know the penalty for the date change. Every few minutes, he would tell me that the process "is very complicated" and there might be "big penalties" (!). As a frequent flyer I found this very unconvincing, that the process of date change is complicated and costly.

Finally the agent let me know the total charge for the new ticket including penalty - I pointed out the fact that new ticket costs less than the old one (no fare difference) but the total charge includes a penalty of $470, which is absolutely ridiculous for a date change!

For the first time I had to bargain with an agent for a reduction in the penalty! The agent proceeded to charge me $200, saying Cheapoair decided to offer discount on the date change penalty!

I was being completely held hostage to them because they would not refund my fees if I cancelled, instead would keep the money as future credit.

When I insisted that the original ticket be cancelled to get future credit, the agent informed that there would be a penalty of $50 for the cancellation. After keeping me on hold for a really long time, he further informed me they would still have to charge an additional $200 as "exchange fee"! Which is comes to a total of $250, more than "discounted" penalty of $200!

In all, he charged me USD $200 (for me it's more than CAD 260 at current exchange rate) as 'post-booking fee'!

Later in the day I called them again and asked to talk to a supervisor. After three transfers and 40 minutes, I was able to get hold of a supervisor. Half an hour of heated exchange with the supervisor, including putting the blame on me for agreeing to get charged by the agent, and with the supervisor finally acknowledging (earlier disagreed without taking a look at Cathay Pacific fare rules) that THE PENALTY SHOULD HAVE BEEN ONLY CAD 50 INSTEAD OF USD 200 (i. E. more than CAD 260).

However, they refused to return the extra unfair amount charged and said as a gesture of "good will" they will return only $USD 50 - in words, nothing in writing/email and it's supposed to take a few business days. Better than nothing, but a very expensive lesson learned!

I hope the review helps fellow travelers make an informed choice before purchasing tickets through their site.