| Name of Complainant | |
| Date of Complaint | February 6, 2023 |
| Name(s) of companies complained against | Ease my Trip |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
Air pnr no – Z986P
Ticket No.- 0986932528836 / 0986932528837
RA no – 4001509079 and 4001509077
I have received the refund on the outbound travel, I have to receive the refund on the return trip as well as it was a round trip (Date of Travel 04/01/2022) . EMT should have themselves initiated the process of refund for the return trip without me having to follow up for the same. I have been following on the refund on behalf of my aged parents 87 and 83 years for more than a year now.
It is pertinent to note here that EMT not only failed to process the refund on the return trip was also mis guided the customer by sending umpteen correspondence stating that they have not received any revert from the Airlines, when in reality the Air lines are in no way responsible.
EMT is responsible for creating stress for my aged parents by denying them the much deserved refund and for the long delay from the time the refund on the outbound trip was disbursed on 10/11/2022 (email attached).
Besides, EMT has handled the entire case in a very unprofessional manner. They have categorically passed the onus on the Airlines. Whenever I tried to connect on the telephone they kept me on hold for almost 10 to 15 minutes and then dis-connected. If I requested to be connected to some senior person they would inform me they would arrange for a call back and it never ever happened. EMT is responsible for creating undue stress and mental harassment for my aged parents. (call recordings available for record). Many a times the executives were very rude and curt.
A written confirmation, as to why the refund was not processed till date is mandatory from the Travel agent to substantiate my claim. Till date the travel agent was passing the onus on the Airlines the Airlines in the trail mail has explicitly denied having anything to do with the bookings done by the travel agent.
with no positive response ( New RA numbers also were generated since the case was pending for a long time New RA numbers 4001509079 and 4001509077 . Besides, it has created a lot of mental stress and harassment to not only me who has been interacting on behalf of my aged parents, but also for my parents who have been denied of the refund due to them.
This case has been pending for more than a year now. EMT has wronged us on many grounds.
1. Taken up the case escalated it (as per the email) and left it unresolved
2. Mis guided us on the grounds the Airlines are responsible for the refund
3. Mental harassment by misguiding us, subjecting us to inefficient staff who not only mis led us, denied conncting to senior personnel to resolve the case, but also staff who spoke rudely to us
4. Long delay in getting our refund after the outbound refund was disbursed on 10/11/2022
5. Failed in their duty to process the refund for the return round trip.
Below is the communication received from Air India
Regards
Coleen Dsouza
From: CONNECTD . [mailto:connectd@airindia.com]
Sent: 01/02/2023 12:33 PM
To: COLEEN D’SOUZA
Cc: BHARAT LAL
Subject: [#EMT_1202022121216010026]: Refund for RA numbers 4001509079 and 4001509077
Dear Sir,
Greetings from Air India.
As advised earlier, we again reiterate that refund of your tickets has been processed on 12/04/2022, as per applicable fare rules.
The refund was processed after levying cancellation charges as no hospitalization was involved in your case and full refund cannot be processed as per rules of Medical Waiver.
With regard to your claim that outbound travel of yours was cancelled on full refund by the agent, we would like to clarify that no such waiver / authorization was given to agent by AIRINDIA , hence we request you to kindly liaise with your agent for the refunded amount and the reasons for providing full refund.
We thank you for your patience.
Regards
Sandhya Mishra
Air India Customer Services
