Not refunding the money after ticket has been properly cancelled

Location/place: Bangalore

Name of company/service: Go Airlines (India) Ltd (weblink http://www.goair.in/)

Dear Madam/Sir,

This is regarding the refund status of the flight ticket # KQD1AH. Below are the details:

1. The ticket was booked online by me for my wife on 17/03/2013 at a price of Rs. 2503.00.

2. I cancelled the ticket (again online) on 3/04/2013. The cancellation charge was Rs. 1103.00, and so Go Airlines was to refund me a sum of Rs. 1403.00.

3. Around two weeks passed; the refund didn’t take place. So I called Go Airlines (1800 222 111) to inquire. They responded by assuring me that the refund did take place on 3rd of April itself, i.e., the very day I made the cancellation.

4. I believed their words and so waited for a few days more. Also I called my bank to inquire of any such transaction that might have possibly went unnoticed, and the final outcome was that I didn’t get the refund.

5. Last week I called Go Airlines again. This time their response was – they didn’t refund the money; instead they issued me a voucher of Rs. 1403.00 which I could use for any future booking. At this I retorted that I am no more interested in their service and would rather be happy to get back my money. So they initiated the refund process and, alas, assured me that it would take minimum 20 working days before my credit card receives the refund.

Complaints:

1. Misleading the customer: The webpage that results after the cancellation doesn’t at all indicate that the refund amount would be put on hold in the form of a travel voucher. This is deliberately misleading the customer.

2. Lying: When I followed up the first time, Go Airlines lied to me that the refund activity from their side took place on the same day of cancellation and I should check with my bank.

3. Delaying in refunding customer’s money: Clearly, its more that 18 working days that I am yet to get back my money. Besides, according to them it’ll take 3 more weeks to get the refund. Clearly, this is unacceptable and Go Airlines should be penalized.

4. Wastage of customer’s time and resources: Clearly, its sheer wastage of my time. Besides, telephone calls aren’t free.

5. Mental harassment of the customer: There is justified reason that I feel cheated and extremely disgusted by the behavior that Go Airlines has been exhibiting.

I bring the five aforementioned charges again Go Airlines. I demand from them an immediate refund and due compensation for all the mental agony that I have been undergoing.

Yours sincerely,
– Ratnadip Choudhury –