A woman faced unexpected hurdles when attempting to refund flight tickets purchased through Qunar Cayman Islands after a family member’s death.

Ms. Lin (pseudonym) reported that she bought several tickets via Qunar but needed to cancel them due to the sudden passing of an elderly relative. Although the airline approved a full refund, Qunar allegedly imposed additional demands, including questioning the death certificate’s authenticity and later requesting a cremation certificate—requirements not initially stated.

Frustrated, Ms. Lin accused the platform of deliberate obstruction. Qunar clarified that the refund delay stemmed from unclear documentation and the user selecting a standard refund option instead of the designated "illness/death" category.

Legal experts weighed in, noting that while no specific law governs bereavement-related ticket refunds, consumer protection and contract laws allow for contract termination or modification under exceptional circumstances. Airlines often offer discretionary refunds or rescheduling, though policies vary.

Separately, multiple users reported unauthorized ticket cancellations by Qunar for flights still operating normally, with prices surging post-refund. Some alleged compensation offers were inadequate, raising concerns about potential profiteering. Qunar attributed these cases to airline pricing errors and unilateral ticket invalidations.

Consumer rights advocates criticized opaque refund practices, urging stricter oversight. Qunar has faced over 190,000 complaints on third-party platforms, primarily over refund issues, and has been reprimanded by regulators multiple times since 2016.

Industry insiders warn that some platforms prioritize profits over consumer rights, particularly in refund policies, exploiting information asymmetry.