Three Airlines Launch New "Buy High, Free Refund" Policy for Airfare; Can Passengers Successfully Get Refunds? Reporter Investigation

What impact do new regulations have on direct airline ticket sales channels?

CCTV News: Recently, Air China, China Eastern, and China Southern Airlines jointly announced new policies clarifying the “Buy Expensive, Free Refund” rule. Travelers who purchase a ticket and find a cheaper fare within 24 hours can apply for a free refund if they meet certain conditions. So, in practice, can travelers really get a smooth refund?

A search on social media shows many users sharing their experiences with the “Buy Expensive, Free Refund” policy. Some users reported that after purchasing a ticket, they found a lower fare later and successfully canceled the higher-priced ticket by calling customer service. Others said they failed to get a refund after more than 24 hours. Due to differences in rules among airlines, travelers’ experiences with refunds vary.

This year marks the second year that the three major airlines are jointly working to eliminate “ticket traps,” and the “Buy Expensive, Free Refund” policy is a new regulation introduced this year.

For example, Air China states: Passengers who purchase domestic one-way direct tickets through the official app or mini-program and find a lower fare for the same route on any sales channel within China can apply for a free refund of the original ticket if they meet the conditions and do so within the specified time.

China Eastern states: If the ticket price drops after purchase, and within 24 hours of buying the ticket through the same sales channel, the passenger re-purchases a new ticket at the lower fare, the original ticket may be eligible for a free refund if certain conditions are met.

China Southern Airlines states: After purchasing a domestic ticket through official channels, if the fare drops within 24 hours of issuance, the airline will process a free refund of the original ticket after the passenger purchases a new ticket.

All three airlines mention the “24-hour” time limit and “certain conditions” in their policies.

Experts also note that, although some details are vague, it’s clear that airlines aim to encourage travelers to choose direct sales channels through these policies.

Currently, online travel booking platforms are the main channels for travelers to purchase tickets, but the different fares shown on these platforms are not solely from airlines—they also include many ticket agents. By tying “guaranteed low prices” to official channels, airlines are laying the groundwork to increase direct sales and regain pricing control.

(Source: CCTV News)