Yatra.com - Incompetent and misleading customer care

I booked my flight from Delhi to Paris on **st April **** (booking reference number - ************). On **nd April, I wrote to Yatra asking for ** kg excess student baggage under the Etihad-Yatra offer. Yatra wrote back to me saying that they need a copy of my passport, visa and admission letter to further process the request. Since I had to fly on **th August, and I could not apply for the visa ** days prior to the date of departure, I waited until I got the visa and wrote to Yatra again in July. This time, they told me I should contact the airlines directly.

I contacted the airlines and they told me about the following policy:

*. Student Baggage offer can be availed before booking the flight by either calling Etihad or Yatra customer service.
*. If the ticket has been booked the airlines give a cool-off period of ** hours within which the ticket can be cancelled and re-booked at no extra cost with the student pricing.

I have the following issues with Yatra's customer service:
*. If I believe the airline's policy, I did not require a visa to ask for the student discount. Why did Yatra ask me to come back with a visa before even checking with the airlines? I know so many students who simply called their agent ( makemytrip) within ** hours and got the excess baggage.
*. When I pointed out to Yatra's team that I had contacted them within ** hours, they blatantly refused and said I had contacted them on **th April. I had to send them screenshots twice to prove I had contacted them within ** hours.
*. None of the Yatra staff knew about the airline's policy. They were surprised when I told them about the cool-off period of ** hours. If this offer is something that is available on Yatra's website, how come the customer support team has no clue about it?
*. If only Yatra had asked me to contact the airlines instead of asking for the visa, two things could have happened. A) I would have gotten the discount. B) I would have cancelled my ticket and booked another one with a student offer, which would have cost me a lot less back then than it will now. The same ticket that I booked for **K in April costs **K now.
*. Yatra is now repeatedly telling me that it is not in their hands and it is the airline's decision. But it is because Yatra did not contact them immediately when I did, the airlines have refused now.