Since January 21, the number of customer calls to Qunar has surged and the highest peak is nearly 25 times of a typical day's handling capacity. Recently, the Qunar website has been frequently complained by customers that the refund has not been received for more than 40 days.[6] As of April 4, 2020, the complaints totals 28,713 on Black Cat (黑猫, Hei Mao), a website by Sina for customers to file complaints, and nearly 9,650 complaint cases remain unsolved.[7] Most of the customers complaints focus on the topic of Qunar is not following the airline's policy and refuse to refund or change the plane tickets. Some customer reported that request to refund are denied without a reason being told, and others reported that even if a refund is granted, Qunar cannot guarantee when the refund will arrive to their bank accounts.[8]