Indigo Airlines - Refund not given

We had booked for Indigo flight from Udaipur to Mumbai dtd. June *nd. We received message of cancellation of flight on account of COVID-** restrictions. However, this seemed quite contrary to Govt. instructions of resuming domestic flight operations from June *st.

We struggled a lot to contact Indigo staff as their phones were unresponsive all the time and online portal displaying errors in retrieving the booking. Indigo didn't bother to respond to our mail even in this urgency. They didn't pay attention to our request of refund. They were unsure of rescheduling to future dates even. After much spend of time and effort, we could chat online with the executive and reschedule the flight to June *th.
On June *th we received message again about cancellation of the flight. The same episode of multiple follow-ups repeated and Indigo clearly denied to refund our money despite all defaults on their part. They left no option but forced us to accept their credit shell scheme that has much constrained terms in usage of the scheme. They straight denied to refund money although inconvenience was caused by their own service deficiencies.

We have * senior citizens travelling on this booking. They were stranded for past * months in Udaipur due to lockdown situation. We genuinely requested to pay back our money so that we could arrange alternate travel by our own. But Indigo resorted to non-cooperative, unethical practices by coercing us to accept the unfriendly credit shell option further by deducting the convenience charges. We heard similar voice from other customers also on such irresponsible behaviour by the flight operator.

We request you to kindly take this matter seriously and help stop such malpractices happening in aviation industry. Your discretionary insight into the matter and a word of justice to us as customers of Indian travel industry is highly appreciated.