| Name of Complainant | |
| Date of Complaint | December 27, 2021 |
| Name(s) of companies complained against | Air India |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
Dear Air India Helpdesk,
I had booked a flight ticket with PNR YGJWJ and Ticket Number 0984723584068. This journey involved a flight from Delhi to Frankfurt (AI121). Following which there was a connecting flight from Frankfurt to Vienna (OS122) after a two-hour layover at Frankfurt Airport.
I made the booking through a third party agency named Easemytrip.
I initiated the cancellation of this ticket, requesting full refund, since it was impossible to travel through this flight based on COVID regulations at the time.
I had a valid Visa D issued by the Austrian Embassy in New Delhi, which entitles me to enter Austria legitimately. This was in accordance with the Austrian Regulation and cleared for travel to my final destination as per Austrian Embassy and Immigration.
However, due to the COVID outbreak, Germany (Frankfurt airport specifically) had refused to allow passengers to transit to a third country via their airport. Since my flight had a two-hour transit in Frankfurt, and as a non-EU person, I have to pass through EU immigration in Frankfurt, I was not allowed to travel or take my connecting flight to Austria due to the COVID restrictions of entering Germany even for transit. Therefore it would be impossible for me to make this journey and complete my trip to Vienna.
I contacted both the German embassy and the Frankfurt Airport to confirm this and cancelled my ticket a week prior to the actual flight. In light of these reasons, I requested Easemytrip to apply for my ticket refund. Air India lets only the agency pursue refund requests and does not allow the customer to directly request refund.
However, despite not being able to take this flight or even travel through this route that Air India offered, Air India refused refund, without giving me or Easemytrip any reasons for the same. Additionally, on contacting Air India I have been unable to obtain any refund or clarity for the lack of refund since June 2021.
I would kindly request that my ticket be refunded at the earliest as I had to then book another flight last minute at my own cost (paying 70000 INR) to complete my journey which was urgent to join my studies in Austria. To date, despite making over 30 calls to Air India and countless emails to obtain any clarity, I have been refused any refund.
I am happy to provide any further documentation as required to prove the above statements.
Image Uploaded by GIRISH DEEPAK: