Dear Sir, 25/05
On 07/12 using net banking through cleartrip.com site (TRIP ID: 11101911737) I had purchased three confirmed tickets for my family from Guwahati to Kolkata by Kingfisher Airlines flight IT 4572 dt 24/01 and return to guwahati from Kolkata by IT 4571 on 01/02 . But both the flights were subsequently cancelled by the Airlines. I have been provided alternative tickets by Kingfisher Airlines by AI 9710 dt 24/01 from Guwahati to kolkata and AI 0711 and IT 3358 from kolkata to guwahati on 01/02 via Imphal.
I was issued the following rescheduled tickets for travelling from Guwahati to Kolkata:
AI 730 guwahati (GAU) to kolkata (CCU) 24/01, 11-40 hrs
Due to my inconvenience and unavoidable circumstances, I intended to postpone my journey scheduled on 24/01 to 25/01 evening (after 16.00 hours) for going to Kolkata from Guwahati for which I had requested Kingfisher airlines for rescheduling my journey to Kolkata in the late hours after 4.00 pm on 25/01, which was declined by them stating that I have to approach Air India for the purpose. On enquiry with Air India they expressed their inability to do the same. However, they had confirmed cancellation to me over phone from helpdesk of the three tickets from Guwahati to Kolkata issued under PNR no. HSSZPR. However, regarding the refund they told me to approach Kingfisher airlines. On approaching Kingfisher Airlines I was told that since the tickets were purchased through Cleartrip.com the refund would be processed by Cleartrip only. I had to purchase spot tickets from Indigo airlines on 25/01 paying an exorbitant price as I had a very urgent family function to attend at Kolkata. When I have claimed the refund from the Cleartrip they told me that the refund would be processed after completion of the journey i.e after availing return flight.
After our return to Guwahati from Kolkata on 01/02, I had taken up suitably with the Cleartrip for refund through their helpdesk and customer support service via email [email protected] on 06/02.My mail was responded by Customer service Associates on 07/02 stating that they had cancelled my reservation on their systems on 07/02 . The applicable amount, after deducting Cleartrip Processing Fee of Rs.300/- per person per flight, would be credited to the same account/card, which was used for making the payment within 15-20 working days depending upon the policy of my bank. On sending a reminder on March 1 I received a reply from cleartrip that as per set process for all the travel agencies with regards to EXCH tickets cases, We need to submit passenger’s covering letter along with his contact details and stamped original endorsement for full refund at Airline office to get the status convert to OPEN.
This process from the beginning is very time consuming process and airline can't commit that the ticket status will be changed from EXCH to OPEN, but usually it takes about 40-45 working days. When asked about my next course of action, I was told that Cleartrip would do all the necessary formalities for securing refund on my behalf. (I am enclosing the trailmail for your kind perusal). Since 07/03 I have never received any further response from them. Even the telephone calls I made to cleartrip helpline is not properly responded and till date I did not get any refund. On 17/05 when I had finally approached the helpdesk telephone of cleartrip I was told that Airline has rejected my claim stating that We had boarded the flight and hence no refund could be made.
Under the above circumstances I have no other alternative to send my grievance to your department with an appeal for justice and refund of the amount along with interest and adequate compensation for the harassment given to me by the Airlines and the Travel agent.
Biswajit Bhattacharjee,
9435010898 (m)
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