女子奔丧退票被索要“火化证明”，去哪儿网回应

Core Viewpoint - The article discusses consumer complaints regarding the ticket refund process on the Qunar platform, particularly in cases of bereavement, highlighting issues of transparency and fairness in the refund policies [2][4][8]. Group 1: Consumer Complaints - A user, referred to as Ms. Lin, faced difficulties in obtaining a full refund for her flight tickets after the death of a family member, despite the airline's approval for a full refund [2][4]. - Ms. Lin reported that after initially being told her refund request was approved, she was later informed that her documentation was insufficient, leading to frustration over the platform's changing requirements [3][4]. - The Qunar platform claimed that the issues arose from unclear documentation submitted by the consumer and a selection error during the refund process [3][4]. Group 2: Legal Perspectives - Legal experts noted that while there is no specific law governing ticket refunds due to a family member's death, consumers have the right to request contract changes under the Consumer Rights Protection Law and Contract Law [6][7]. - The concept of "force majeure" was discussed, indicating that while a family member's death may not fit the strict definition, it is still a valid reason for consumers to seek refunds based on moral and ethical considerations [7]. Group 3: Platform Practices - Multiple consumers reported unauthorized ticket cancellations by Qunar, where tickets were refunded without prior notification, despite the flights still operating normally [8][9]. - Complaints highlighted that the platform's actions resulted in financial losses for consumers, as ticket prices surged after the unauthorized cancellations [8][9]. - Qunar attributed these issues to airline pricing errors, which led to the unilateral cancellation of tickets without informing the consumers [9]. Group 4: Regulatory Concerns - The article mentions that Qunar has faced over 190,000 complaints, primarily related to ticket refunds and customer service issues, indicating a systemic problem within the platform [10][11]. - Regulatory bodies have previously intervened, urging Qunar to improve its service and protect consumer rights, especially regarding unreasonable booking rules [11].