I booked a ticket from Mumbai to Kolkata and back couple of weeks ago and while canceling the ticket I read the rules which says "*Only “I” Class tickets issued on or after 23rd March are refundable" and in my ticket it was mentioned as class "I". But I have been refunded only Rs 558 and the rest Rs 4824 is deducted for some reason which I am not aware of (Details of the ticket booked: PNR - AKT6W, Booking Date: 28th May Order No. 4090519617, Total Fare Rs. 5382, Cancellation Date:10th June). when I complained they replier that the rules are changed and "I" class ticket is converted to "Zip 30" ticket and not refundable. But this information is only available during booking.
I booked a ticket. Now I go back to my account using my id and password to cancel my booking. In the process of cancellation, one step before the cancellation they give a link to visit the "Rules for Cancellation" (https://www.indian-airlines.org/internetbooking/includes/FareRules.htm) before I cancel and in the user account also there is a link at bottom right corner called "Terms and Conditions" (https://www.indian-airlines.org/internetbooking/includes/tandcA.htm). Now none of these rules mention the new rule they have mentioned and they are telling me that the new rules can only be accessed during booking. This is wrong to expect a customer to not to trust the rules displayed during cancellation and go to booking page to see the cancellation rules before canceling his booking. I think this kind of activity is against the right to information.
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