I would like to share with you a very bad experience that i have encountered which has resulted in a loss of considerable amount
of time and money to me.
On 11th December, i called up the Customer care service centre of Kingfisher regarding re-scheduling of an International air ticket
(Singapore-Mumbai). The PNR No. was LMMTFC.
I was told that i couldnt extend the ticket because it was in a special fare rule within which the return flight couldnt be extended beyond 30 days.
This was a surprise to me (but frankly this was more of a problem on the travel agent side as they didnt mention this condition during booking.)
Anyways, i checked with the Kingfisher Customer care (at around 01.00 PM IST) on what would be the amount that would be refunded to me if i cancelled
the return ticket.
I was told the base fare would not be refunded and the tax of Rs.6482 would be refunded to the Travel Agent (As booking was done from Travel agent).
I agreed to this and was given a confirmation that the ticket was cancelled.
I called my Agent Makemytrip.com and informed them that i had cancelled my ticket and they could expect to get a refund of Rs.6482 from Kingfisher.
I was told by them that they received only a refund of Rs.4699 from the airline which surprised me.
I called the airline again to confirm (At around 2.30 PM IST) and they re-confirmed to me that the refund was Rs.6482.
Based on this, i called Makemytrip again saying that i had re-confirmed but they still insisted that they did a re-check and the amount was only Rs.4699
Hence, i called the Kingfisher Customer care again and explained to them what the scenario was i.e
The Amount confirmed by Airline was Rs.6482 and the amount the agent mentioned they received was Rs.4699.
I was told that they will clarify this with the agent.
They got back to me saying that the amount Rs. 4699 was correct.
I feel that this is unacceptable as i took a decision to cancel my ticketr purely on the information that the refund would be Rs.6482.
If i knew, the amount was Rs.4699 i wouldnt have taken a decision to cancel and stuck to my itinerary.
What i do not understand 2 people from the Kingfisher CUstomer care have confirmed to me the Amount was Rs. 6482 (at 2 different times i.e. the first time when i called to
check and cancel and 2nd time when i called to re-confirm).
Then why is it that the Amount suddenly changed to Rs.4699?
I requested to talk to the Customer care executive who i had initially liased with and the one who had initially confirmed that
the amount was Rs.6482. She tells me that it was a computer Mis-calculation that happened which was showing the amount as Rs.6482 whereas actually it should have been
Rs.4699.
In that case, I asked her to revoke my cancellation and said i wanted my ticket back but they say, once cancelled, it cannot be re-activated.
I asked her to refund the initial promised amount to me. She declined that too.
This is another case wherein the Company's make mistakes and let the consumers suffer for it.
I have always had a good experience with whatever is related to the Kingfisher group but this incident has badly dented my regard for the same.
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