4. Difficulties in cancelling reservations for hotel rooms, flights and trips

Social influence index: 99.6

The number of booking cancellations surged for major airlines, hotels, restaurants and online travel agency (OTA) platforms at the early stage of the COVID-19 outbreak. Consumers' complaints center on refunds-related disputes, the increase of prices, the ambiguity of the cancellation policies, and the use of coupons for refunds.

Consumers believe that emergency response plans should be introduced by government bodies, consumer associations, and trade unions. They also urge airlines, hotels, and travel agencies to prioritize the interests of consumers, and protect their lawful rights. It is suggested the OTAs should bring into full play of their role as a mediator to help consumer protection in accordance with law.