The complaint reached its highest point during the COVID-19 outbreak in China, when the Civil Aviation Administration of China (CAAC) issued a statement on its website on January 21, 2020, requiring airlines and travel agencies should handle their refund requests free of charge for passengers who have already purchased flight tickets to or from Wuhan, Hubei and wish to cancel their trip.[5] Following the outbreak, many domestic airline and international airline cancelled their flights to/from or within China.