This complaint is regarding the booking id EMT101744873 which was booked by my brother as he is going to Canada for further studies. The flight was scheduled on 12th of August as the commencement date for the course is 6th September, we wanted him to reach there atleast 20 days beforehand.
Due to some personal reasons we had to cancel the flight, when we tried cancelling the flight it showed us that we will be getting ~6000rs as refund. Now the thing is the ticket costed us Rs.1, 17, 904. which is a big amount for a student who has taken a loan for education. (Each penny counts). When we checked the ticket, the cancellation charges written on the ticket for the flight from Mumbai to Toronto was Rs. 10, 974 and EaseMyTripFee: 500perpaxpersector. So we should get the refund of atleast one lakh rupees.
When we called on the helpline number provided by EaseMyTrip, I was told that I’ll get the refund as per the guidelines written on the ticket. I asked the customer service centre again and again by calling them so many times, waiting for hours to respond and to share all the story with them again and again to each person picking up the call, repeating all the required details. And got the different answer every time I called. Once they told me that I’ll get the refund as written on the ticket and again when I called they said that the ticket is NON REFUNDABLE.
My brother is in shock and depressed since then as we are not getting the refund that was expected by us according to the ticket. I should remind you again that we have taken an educational loan. And we will be losing the sum of Rs.1, 10, 000 even though the cancellation charges are written on the ticket. It is the day of Rakshabandhan I’m talking about. My brother was tense and I was on the call all day long trying to get the assurance and clarity regarding the refund, writing the mails while the all the other people were celebrating Rakshabandhan.
When I got on the call again with the customer service after long waiting period and a conversation in between, it was told to me that my PNR will be kept open and my flight will be rescheduled if required where I’ll have to bear the reissue charges and gave me a 72 hours waiting period. The mail also included that they are glad to help me and will be available 24×7 and i can call anytime, but when I called and tried to reach out to them 6-7 hours ago the flight was going to take off i was not able to talk to the right personnel and i had to repeat the whole story again to a new person from customer support even though I had raised the issue beforehand on all the calls and on the mail as well and also I got my call Dropped by the customer service provider.
Now it’s the second day of me calling the customer support to get the followup regarding my issue. Same story again..calling again and again... waiting for long and getting an assurance that I will get the reissue details on mail in an hour...it has been more than two hours now and i did not receive anything...not a single mail.. regarding the reissue charges....me checking the phone again and again for the mail from EaseMyTrip and my brother looking at the phone and getting tensed over the rising rates for the flights to Toronto as the semester is going to commence soon and he had to be there.
I have all the recordings and mails with me. And if the issue is not resolved i will be going to the consumer court, the authorities concerned, IATA, the airlines involved and whomsoever it may concern. And will tell them that this company is a fraud and is misguiding the customers by mentioning the wrong cancellation policy on the ticket in short EaseMyTrip is misleading the customers just to get the booking, It’s a big fraud. Now when we want to cancel the ticket ease my trip has replied over the email that as per the airline policy the amount will be non refundable which is not acceptable to us because as it is mentioned on our ticket Rs.10974 + 500 service charge cancellation charges would be applicable. ( for reference attached is the screenshot of the ticket copy which we recieved from ease my trip)
Addition
It’s day three today...i got the rescheduling link after going through all the process of me calling them giving my details.. verifying myself.. begging for help...and now they sent me an email. Saying that they’re happy to help me, When I’m hell upset and tensed. Today also I asked to connect my call to the concerned authority and i was told that they are not available (this is what 24×7 service looks like I guess. Or I’ve learnt something wrong till now). And now today...on the link provided by them..the ticket is costing me around Rs4, 00, 000 ...the same ticket that I had booked for Rs.1, 17, 000. ...if i had that amount of money in the first hand i would have never gone for ease my trip. I want them to apologise for the inconvenience that my family is facing especially my brother, he’s tensed and depressed. How should we send him abroad while he’s travelling for the first time and is going through a bad time because of you.