Hello,
See message translated:
Dear Sirs,
I had booked a flight from Madrid Airport to Tokyo, with a stopover in Shanghai, for 15 June 2026, for two people, at a total cost of 1000 euros.
Five months prior to the scheduled departure date, I was informed of the cancellation of the Shanghai–Tokyo segment.
After contacting the airline by phone, I was told that I must purchase a new flight for an additional 1,500 euros. As I am not willing to spend this extra amount, on top of what I had already paid, I requested a full refund of the original tickets. I was informed that this was not possible and that a 30% penalty would be applied.
In any case, all the alternatives they offer—arising from THEIR FLIGHT CANCELLATION—require me to spend more money.
Following the instructions of the OCU, I submitted a formal written complaint by email. China Eastern Airlines replied requesting that I file a formal complaint through their website. However, when attempting to submit it through their platform, it is impossible: the complaint form disappears. I called again, and when explaining the issue, I am repeatedly transferred to other departments or the call is simply disconnected.
I REQUEST the refund of the full amount of the tickets I initially bought, as soon as possible.
Yours faithfully.
