- Flight Ticket cost not yet refunded ^{Offered Resolution}

Shreyas Srivastava filed this complaint against Yatra.com on May 25, 2020

Hi Team,

It's a matter of deep concern for me that "My booked/confirmed flight Indigo E-ticket (for May **th) was CANCELLED directly by Airline as seen today morning (May **th morning) in my ticket status from yatra.com (snap was captured immediately & has been kept for my reference) & after sometime, at **:** am today, I received following text message on mobile phone:
"IndiGo: Dear *E customer, your flt. *E ****,DEL-PAT,****-****hrs,PNR-GKS*UG on **May is rescheduled due to operational reasons. The revised time is ****-****hrs on **May. We regret the inconvenience caused to you. To STOP receiving repeated notification, click on http://I*f.in/GvBbHr***k .For Passenger Charter- Click http://I*f.in/*lw*QXA**k"
& post this message received, my ticket status was updated from "Cancelled from Airline" to "Upcoming" on the same date by Airlines as seen in ticket status in yatra.com.

I've been writing this here to claim "FULL REFUND Amount" for my this booking as I'll be unable to travel to any of the updated/later timings in the same flight (due to operational reasons) except the original timing of flight departure from New Delhi (when booked this ticket on May **st from yatra.com). Although I tried to claim "full refund amount" via MyBookings portal at Yatra.com (as per their mentioned guidelines in E-Ticket to get refund amount), however, am unable to claim refund amount. So, I separately addressed this issue on yatra.com "write to us" column under: feedback/suggestion : mentioning everything for around *-* times till now & all times feedback was successfully submitted, however, didn't receive any update or any call till yet. I've all related Original INVOICE FOR RECIPIENT receipt & Complete Ticket details receipt of this ticket for future reference. I've also lodged complaint on yatra.com : to immediately look into this concern & refund my full amount: Rs. ****.** asap. But still no e-mail/text message or call was received.

Also, please note: following instructions mentioned under E_Ticket column "Important Information" :
"If a ticket is cancelled directly from the airlines website, office or call center, the customer needs to Claim Refund from MyBookings portal at Yatra. Yatra will levy Rs. *** per passenger per segment." -- However, I tried to follow the same but unable to claim "full refund amount" as ticket status is now showing: "UPCOMING", however, in morning it was showing "Cancelled by Airline". Reference snap was captured as a supporting proof for the same...

I've a strict complain pertaining to this: Is it a mockery for them to play with the passengers by cancelling the ticket just before a day of travel (while around ** hours remaining in the departure of flight) & that too without any prior information provided to passengers, where passengers are alarmed, this is something unacceptable...

Also, please be informed: I've tried several times since today morning to connect with Yatra.com Customer Care No. (****-******* & ****-***-****) & also to Indigo Airlines (+************,+************) but no one seems responding, not even once.
This is literally an inconsiderable act & two-bit behavior as seen from their end.

Please take an immediate action as my booked ticket in Indigo flight was supposed to depart from Indira Gandhi International Airport (Delhi) originally at **:** AM (on **th May, i.r. tomorrow afternoon) & Flight Arrival time to Patna Airport was originally (at **:** PM) on **th May itself. However, now it seems this flight is no more running on the given timing & has been rescheduled to later timings, whatever it is, it's none of my concern, simply I look forward to my full refund amount Rs: ****.** INR for this ticket asap as I'm unable to travel to any other rescheduled timings...
I am looking forward for my full refund amount: Rs ****.** for this ticket. I've mailed the same to yatra at : support@yatra.com but no or update received yet.

Also, I've mailed * times till now to support@yatra.com, mail which was sent is as follows:
Please Note & kindly be informed: I hope you value our patience level in these dire times and provide us prompt unstinting support by REFUNDING FULL AMOUNT: Rs. *,***.** for my confirmed E-Ticket as been cancelled/re-scheduled by Airlines.
And I've shared reference documents & snap on the mail as well...

Just to inform: My booked fight ticket (for IndiGo *E - ****) timings as shown below (when booked on May **st) :

AIRLINE: IndiGo *E - ****
DEPARTURE : New Delhi : Tue, May ** **** **:** Hrs (Indira Gandhi International Airport, T-*
ARRIVAL : Patna : Tue, May ** **** **:** Hrs (Jai Prakash Narayan)
PNR/TICKET NO: Shared on mail
YATRA REF NUMBER: Shared on mail
Passenger Name & Contact: Shared on mail

Finally, it's past * pm now (May **th) & as no one has been responding from (**th morning till the evening) (neither through any mail nor any call received nor any message received from "Yatra customer care executive" & "Indigo Airlines customer executive") then I got to know online that one might need to cancel the ticket in order to claim full refund amount when airline was re-scheduled to new timings on the same date. Thereafter, I proceeded for the cancellation for this ticket & post cancellation, final amount that will get refunded to my account was shown: "Rs. ****.**" in upcoming *-** days.
I don't know how they have calculated & finalized to refund only Rs. ****.** out of Total Ticket Cost Rs. ****.**. It's suspected to be so after deduction of several fee & taxes, Airline Cancellation Charges, Yatra Cancellation Charges etc...

Team, I have come here with a lots of hope (as "Voxya" was recommended by my colleagues to discuss & address exact things in details which genuinely occurred), so please review the same...

I've all supporting documents for my ticket: ORIGINAL INVOICE FOR RECIPIENT, Complete soft copy of e-ticket, all e-mails as sent to Yatra.com (unfortunately no update received from their end till now), snaps as captured when ticket status was showing "Cancelled by Airline" to "Upcoming" etc...

Remarks: Awaiting for prompt & quick action from your end now... waiting for get "full refund amount" for this booked/confirmed ticket of mine... Rest assured!! :)

Thanks & Regards

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