ClearTrip - Cleartrip Miscommunication Led to Financial Loss Request for Refund

Complainant Name: Sridhar Menge
Passenger Name: Tirupathi Bodire
Platform: Cleartrip
Trip ID * (Original Booking): ************
Trip ID * (New Ticket): ************
Route: Hyderabad to Riyadh (One-Way)
Booking Date: April **, ****
Flight Date (Original): April **, ****
Amount Paid for Original Ticket: ₹**,***
Amount Paid for New Ticket: ₹**,***

Complaint Summary:
On April **, ****, I booked a one-way flight ticket from Hyderabad to Riyadh via Cleartrip (Trip ID: ************) for my brother Tirupathi Bodire. On the same day, due to a change in travel plans, I contacted Cleartrip support to explore rescheduling options. The agent informed me that rescheduling charges were high and suggested cancellation as a cheaper option.

Following this advice, I attempted to simulate cancellation using the Cleartrip app. During the process, the ticket was accidentally cancelled. I immediately contacted Cleartrip customer support requesting to stop the cancellation, but the agent informed me the cancellation was already processed and could not be reversed. I was assured I would receive a refund as per the airline’s policy.

Based on this confirmation, I booked a new ticket for a different date on the same day (Trip ID: ************), paying ₹**,***.

However, on April **, I received an email from the airline asking me to check in for the April ** flight. I visited the airline’s website and discovered the original ticket was still active and had never been cancelled.

Upon contacting Cleartrip again, I was informed the cancellation was never processed on their end.

Following this, I received an email from Cleartrip (sent by a representative named Payal) asking for a detailed explanation of the incident. I immediately responded the same day, providing the full sequence of events, highlighting Cleartrip's miscommunication and failure to process the cancellation correctly. I also requested a full refund of ₹**,*** for the original booking and attached a screenshot from the airline’s website confirming the ticket was still active.

Despite multiple follow-ups and phone calls (many of which involved hold times of over ** minutes or being disconnected mid-call), Cleartrip responded with a generic message claiming the ticket was non-refundable, without addressing the real issue that the cancellation was never processed as informed.

Legal Notice & Response:
On May **, ****, I sent a formal legal notice to Cleartrip requesting a refund. In response, I received only an automated acknowledgment email as follows:

"Dear Customer,
Greetings from Cleartrip!
This is to acknowledge receipt of your email.
Please note Case ID: ******** is auto-created. A Cleartripper will be assigned to your query and will get back to you shortly.
For any other assistance, we are also available **/* on **********..."

As of now, I have not received any follow-up communication or call from Cleartrip’s support team regarding this legal notice or the issue itself.

Relief Requested:
I am seeking a full refund of ₹**,*** for the first ticket (Trip ID: ************) due to the following:

Miscommunication and incorrect cancellation confirmation from Cleartrip support.

Failure to process cancellation, despite immediate request.

Misleading guidance that led to unnecessary rebooking.

Loss of opportunity to receive a refund if the ticket had been properly cancelled.

No proper response even after sending a legal notice.

This is not merely a matter of non-refundable policy — this is a case of service failure, misguidance, and communication negligence on Cleartrip’s part, resulting in avoidable financial and mental stress.