The policy applies to cancellations that occurred on or after April 6. If a flight is canceled due to airline-related circumstances such as natural disasters or war, the company will automatically refund the full amount paid, including the ticketing fee, without requiring a separate request from the customer.
Nol Universe currently charges ticketing fees as a booking-agency service: 1,000 won per person for domestic flights and 10,000 won per person for international flights. Customers have repeatedly complained that the fee was not refunded even in involuntary cancellations.
Last year, flight cancellations totaled about 1,700 cases — roughly 700 international and about 1,000 domestic. Cancellations are expected to rise this year due to external factors including a sharp increase in oil prices and the war in the Middle East. The company said the change is a proactive step to prevent customer losses from spreading and an example of putting its “Yanolja 3.0” vision of “sincere commitment to customers” into practice.
Kim Jong-min, head of Nol Universe’s Business Support Group, said the company empathizes with customers whose travel plans were disrupted by airline fault and who then faced “double inconvenience” over ticketing-fee refunds. “This decision is a first step in putting our sincere commitment to customers into action, and we will continue to lead service innovation by resolving inconveniences first from the customer’s perspective,” he said.
* This article has been translated by AI.
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