The policy applies to cancellations that occurred on or after April 6. If a flight is canceled due to airline circumstances such as natural disasters or war, the company said it 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 for booking services of 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, including about 700 international and about 1,000 domestic, the company said. It expects cancellations to rise further this year due to external factors such as a surge in oil prices and the war in the Middle East. Nol Universe described the change as a proactive step to prevent broader customer losses and as an example of putting its “Yanolja 3.0” vision of “sincerity toward customers” into practice.
Kim Jong-min, head of Nol Universe’s Business Support Group, said the company empathizes with customers who faced “double inconvenience” when travel plans were disrupted by airline fault and then compounded by disputes over ticketing-fee refunds. “This decision is a first step in putting sincerity for customers into action,” Kim said, adding that the company will continue to lead service improvements that address inconvenience from the customer’s perspective first.
* This article has been translated by AI.
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