I, Deepak Kumar Tokas, had booked 2 tickets on 23/11 in your airlines through Expedia.com for travel from Delhi to Bali (DPS) on travel date 10/02,
Booking Ref No: MBMZHN. Call Ref No: 113363275
On 10/02, the day of flight, to the utter surprise when I took a print out of the itinerary I realized that the flight timings of my connecting flight from KUL to DEL were changed from the actual schedule without prior notice and the transit time between the connecting flights was only for 10 minutes.. It came as a shock to me as I had never been informed about the change of timings. I was then forced to cancel my trip and I made a request to your airlines directly through a telephonic call to cancel my tickets as I had no other option because I was not getting any acceptable & reasonable response from the staff.
I made a call to your Customer Care Centre on toll free number 18605008000 at around 14:00 Hrs on 10/02 and discussed the matter with your executive Ms. Ritika & Anjali and Prashant. After keeping me on call for nearly 2 hours, I was informed that I should have contacted earlier and now nothing can be done and I would miss my connecting flight on my return anyway and the next available flight would be after 4-5 days. I was very disappointed because they gave me no satisfactory reply because to stay at the airport I was also required a visa and how I am supposed to get a visa at last moment.
Your staff informed me that they have escalated the matter to the concerned department and I will receive a full refund of Rs. 40, 950 within 30 days of acknowledgment of the request. I also requested Ms Sandhya, Revati to transfer the money in my HDFC savings A/c instead of the Credit Card I used to make the booking as it was my friend’s Credit Card which he lost afterwards. To this request your airline staff agreed and asked for my Saving Accounts details which I provided them at their request. However now it’s been more than 3 months and I am still waiting for the refund. You can see another example of negligence and disrespect of the matter by the staff of your airline.
Grievances
Due to the above incident and chain of events it is proven gross mistakes, negligence, poor customer service and lack of sincerity by your employees, following are my grievances which requires your kind attention for redressal from your good office and seek your intervention:-
I booked my trip at least 3 months in advance and I had to cancel it on the day of departure just few hours before the take off. I was so upset because I had planned this trip in advance. All my plans were ruined because I was not informed about the change of schedule in advance and no good suggestions were given by your staff. They simply told me to cancel the flight as there were no options available.
Me and my partner were in tears as we had planned so much this trip, I have gone through a lot of stress & trauma and and this brought me a lot of mental harassment as well.
I received an email on 07/02 that my flight from delhi to Kuala Lampur was rescheduled but I did not receive any mail or SMS regarding change of flight time for my return, . Had I been informed I not have cancel my flight.
I am being a senior officer of an esteemed organization, wasting precious time of mine by involving in communicating and writing for explanation in the matter. In return I should be given a good compensation apart of the refund.
Earlier I had no intention of taking this matter to court but now I consider I have to take a legal action because of the harassment that I am facing.
ENCL: Scanned copy of my HDFC A/c Statement
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