Ticket Issuance Fees Also Refunded for Canceled Flights... NOL Universe Eliminates Customer Burden

Full Automatic Refund of Issuance Fees for Cancellations Not Attributable to Customers
Putting 'Sincerity Toward Customers' Into Practice Amid Mass Flight Cancellations

NOL Universe is introducing a policy to fully refund ticket issuance fees in the event of flight cancellations. This move revises the previous practice where consumers were required to pay issuance fees even when flights were canceled due to airline-related reasons.

On April 23, NOL Universe announced that for flight cancellations not attributable to the customer, the entire payment amount, including the ticket issuance fee, will be automatically refunded. This new policy applies to cancellations that have occurred since April 6. In cases where flights are canceled due to airline circumstances, such as natural disasters or war, customers will receive a full automatic refund without needing to request it separately.

Provided by Nol Universe.

This measure is seen as a proactive response to increased consumer damages caused by a recent rise in flight cancellations, which have been triggered by factors such as soaring oil prices and instability in the Middle East. The company explained that this is a concrete example of its customer-centric management philosophy, as highlighted in 'Yanolja 3.0.'

During the flight booking process, NOL Universe has charged a ticket issuance fee of 1,000 won per person for domestic flights and 10,000 won per person for international flights. The issuance fee covers the costs required to build and operate the flight reservation system.

There has been significant customer dissatisfaction over the non-refunding of issuance fees in cases of involuntary flight cancellations. Last year, there were approximately 700 international and 1,000 domestic flight cancellations, totaling about 1,700 cases. This year, the number of cancellations is expected to surge due to issues related to the Middle East conflict.

Kim Jongmin, Head of Business Support Group at NOL Universe, said, "We sympathize with customers who have experienced disruptions to their travel plans due to airline fault, and then faced additional inconvenience with the refund of issuance fees. This decision is our first step toward putting our sincerity for the customer into action, and we will continue to lead service innovation by proactively addressing customer inconveniences."

This content was produced with the assistance of AI translation services.