I had booked tickets for my parents and considering their knee problem I had also bought paid seats with more leg space. Just 24 hrs before the flight, the seats were given to someone else and also the option to choose seats was disabled. Now when I called customer care, they said they cannot do anything if it is less or equal to 24 hrs!!!!
Now the fun part starts, from that day, it is more than a month now:
- I have not been able to get refund.
They are now asking for a letter from my parents to authorize me for refund though the charge was on my credit card. There was no such better that they asked when taking the payment. Also, the letter needs to be FAXed, no email id given. So my parents have to hunt for a FAX machine in an alien place. We somehow managed to send a FAX but they deny receiving any such FAX.
I have not been able to call customer care. Apparently they are "experiencing high load" and our call just gets disconnected every time, no wait time
I have not been able to get a phone number or email id for any escalation
You should read their replies to whatever you ask, it is like a standard set of replies irrespective of what your issue/query is. e.g. "Can you send an email id", "Thanks for your response, here is the FAX no".
Just a set of only may be only 2 or 3 answers. I tried multiple options multiple times to get refund from their site but their response is so annoying and useless, seems to me they are just trying to fool around and have no intention to pay the refund.
BTW, one more surprising thing, their refund form does not have "India" listed in the countries at all!! So looks like refunds are not for Indians :