- Complain against EBIX Travels Private Limited ^Open

Nisha agarwwal filed this complaint against ebix travles pvt ltd on Jun 06, 2019

I am operating a small travel agency in Visakhapatnam. Its a partnership firm called Times of Travel. I have booked a hotel through Ebix Travels.com for my client Mr Ajit MInda in Krabi, Hotel Name "Centara Grand Beach Resort & Villas Krabi". I have booked * double occupancy rooms bearing reference no. FMNJH**YPB**J. Checking date **th May & checkout date **st May. I have paid total *****/- to Ebix Travels.com for this booking.
On **nd May due to some medical emergency, the client asked me to cancel * room out of * rooms. As per rules If I cancel rooms before **nd May then **% of the charged amount will be deducted as cancellation charges & rest amount I will get a refund. If the cancellation was done after **nd May then there will be no refund. So, my client was ok with **% cancellation charge & so I queued it for cancellation on **nd May at around *:** pm. (mail attached).
* days passed but I have not received my refund. I have sent a mail to ebix.com on **th May asking the status of cancellation. (mail attached). But not received any reply.
Later on, on **th May the client again asked me to book * more rooms in the same hotel. Now I have booked * rooms through Goibibo.com (mail attached).
On **th when my client reached the hotel for check-in, the hotel informed them that total * rooms booked in their name. My client told them that * room was cancelled. We are having * rooms only but the hotel informed them that no room was cancelled by the supplier. Then my client called me immediately & told me that why * room was not cancelled. I told him that I have already queued it for cancellation. Immediately I called up Ebix. com & informed the same. The customer care executive told me that we are processing the cancellation & you will get your refund soon. No need to worry. I have informed the same thing to my client. But the hotel persons were forcing my client to take the key & use the *th room also as it was not cancelled but my client didn't take the key neither used the room.
Now Ebix.com is not processing my refund telling me that client had used all * rooms as per hotel. They are telling that they will not process any refund if they don't get any refund from the hotel. But my client is telling me clearly that they were forced by the hotel but they have not used the room. So, whose fault is this either Ebix.com's or suppliers or hotel? But it was not my fault as I have queued it for cancellation as per rules & my client didn't use the room. So, Ebix. com should process my refund. But they are not processing. I have called them multiple times, sent them multiple emails regarding this.
Why the room was not cancelled? Whose fault is this? Please look into the matter & help me.
Your serious concern & early response, in this case, will help me a lot. Kindly take immediate action as soon as possible so that small companies like me will not be harassed. Waiting for your action & revert.

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