| Name of Complainant | |
| Date of Complaint | June 25, 2022 |
| Name(s) of companies complained against | Ease my Trip |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
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Dear Sir/Madam,
Sub: Waiver of Cancellation fees (Rs.19,120/-) on the tickets in the names of Mr. Andrew Almeida and Mrs. Blanche Almeida (PNR nos. Z9864 & Z986P)
Mr. father Andrew Almeida (age 87 years) and mother Mrs. Blanche Almeida (age 81 years) were to travel to their native place (Goa) on 18th Dec 2021 to attend a religious ceremony and return back to Mumbai on 4th Jan 2022.
Tickets were booked on Air India (through Ease my Trip)
Sl. Date of Travel Date of Return Name of the passenger Flight No Flight Nos
1 18/12/2021 04/01/2022 Mr. Andrew Almeida (father) AI685 (Bom-Goa) AI 684
(Goa-Bom)
2 18/12/2021 04/01/2022 Mrs.Blanche Almeida (mother) AI685 (Bom-Goa) AI 684
(Goa-Bom)
Ease my Trip Ms. Upasana took up the case personally and informed us in times of COVID and under the given circumstances full refund n cancellation should be provided. Hence the tickets were withheld and not cancelled.
Under the strict advise of our family doctor, Dr. Agte who is treating my father and in view of the sudden surge in COVID cases coupled with my father’s medical condition, advanced age and co-mobilities, Dr. Akshay Agte, advised against undertaking this travel.
My father has undergone two surgeries, one Infrarenal Abdominal Aortic Aneurysm of the abdomen in the month of November ( a year before the Pandemic) in Bombay Hospital (Dr. Anand Somaya), and another surgery for prostrate in the month of February in Bombay Hospital (Dr. Sadanand Thatte). Apart from being operated a year back for varicose veins. Post his back to back surgeries he developed abdominal wall hernia.
In fact, he was admitted for the prostrate surgery, but was detected with Infrarenal Abdominal Aortic Aneurysm of the abdomen and being an emergency had to be operated upon immediately in Bombay Hospital by. Dr. Somaya
Two months later, owing to his failing health, poor immunity and heavy medication he developed chronic obstructive pulmonary disease and was hospitalized in Dr. Agte’s hospital in Malad and is under his treatment and care till date. As a preventive measure is still on injections being at high risk due to COVID.
Keeping in mind his fragile medical conditions, advanced age and co-mobilities coupled with the surge in COVID cases, My doctor, Dr. Apte has advised him not to undertake this travel due to the present pandemic situation as he could be at high risk. My mother who was to accompany him, had to cancel her travel as she is not able to travel all aloan and my mother looks after him and his needs.
Please find attached the following documents:
1. Copy of Medical certificate from Dr. Agte who is presently treating my father.
2. Copy of tickets.
3. Copy of ID proofs for both my parents (Aadhar cards)
In view of the above, I request you to kindly consider this as a special case and kindly waive off the cancellation charges (Rs. 19,120/-) on the refund of tickets. Despite incurring heavy losses on cancellation fees we had to take this decision for the good health of my parents in these trying and uncertain times.
Out of the total amount
Sl. Name of the passenger Flight No Flight Nos Amount Refunded Cancellation Fees
1 Mr. Andrew Almeida (father) . AI685
(Bom-Goa) AI 684
(Goa-Bom) Rs.25,208/-
dt. 02.04.2022 Rs.8960 + Rs.600
2 Mrs.Blanche Almeida (mother) AI685
(Bom-Goa) AI 684
(Goa-Bom) Rs.25,636/-
dt. 15.04.2022 Rs.8960 + Rs.600
Total Rs. 50,844/- Rs.19,120/-
On the above mentioned grounds the travel agent Ease my Trip was trying to get us a waiver for the cancellation charges and hence held back cancellation of the tickets and has generated a RA number for the same. We have been informed by the Travel Agent that waiver for the cancellation fees should come from the Airlines. The agent has been following up with the airlines but was unable to get any confirmation form their end. They have requested us to even try from our end. The agent has informed us if they get a confirmation from the airlines they will process the refund.
Being given to understand that the airlines has a policy of giving full refund only in cases of hospitalization. Air India has always been our number one preference for travel and will always be our number one choice. Air India always caters to all on humanitarian needs.
It is my humble appeal to take a compassionate view, in these trying times with so much of uncertainty around and y treat this as a very special case, and consider waiver of cancellation charges (Rs. 19,120/-), keeping in mind my father’s medical condition, advanced age, co-motilities and the spike in COVID cases, because of which he was being treated at home since the doctor did not want to risk any infection.
Image Uploaded by coleen:
Dear Sir,
We would like to inform you that if we have had received the full refund from the airline we will not refused to give you either however if you had cancelled your booking with medical ground basis so it is totally depend upon the airline to approve the full refund in special case, Therefore from our side we have already processed the correct refund to you and nothing has been pending from our side.
We want to let you know that if we have received the full refund from the airline, we won’t refuse to give it to you either. However, if you had cancelled your reservation on the grounds of a medical emergency, it is entirely up to the airline to approve the full refund in that particular case. As a result, from our side, we have already processed the correct refund to you, and nothing is still pending.