Complaint Details

Status	:	Closed
Complaint No	:	0089175/2017
Category	:	Travel
Date	:	09-07-2017
Subject Line	:	Both companies attempt to prolong & eventually make us let go off the complaint by delaying response on refund request by blaming each other
Complainant	:	Aniket Waknis
Address	:	E-33, Dahisar Pavitra CHS, Saptarshi Sankul, Ovari Pada, Dahisar East
Complainee	:	Jet Airways / Cleartrip.com
Address	:

Complaint Details
The situation goes back to 15th June, 2017. When we had put a request for refund with cleartrip.com for my mother’s travel ticket. She was scheduled to travel from Mumbai to Dubai on 21st June 2017.
The ticket did mention it was non-refundable at the time of booking. We booked it because the travel was confirmed. Unfortunately, on 15th June, 2017 my mother felt giddy and was compelled to be admitted to hospital in emergency for cerebraovascular accident (stroke). This wasnt predicted of course and is not an ongoing disease or ailment due to which we could have expected this anytime and not book a non-refundable ticket. The same day, i.e 15th June, I informed cleartrip about the situation & requested for a refund. As per their requirement did provide them with requested supporting documents, to which the response received was

" Thank you for writing to us regarding your flight reservation under Trip ID: 17061124620.

As per our telecon, we have initiated cancellation of your reservation on our system.

Full refund authorization is the sole discretion of the airline and we have no control over same. Please forward us the scanned copy of the medical documents and passport of the passenger. Once we receive the documents from your end, our refund team will check with the airline on eligibility of full refund and we will get back to you with an update once we receive a revert from the airline.

Thank you for choosing Cleartrip.

Regards,
Priyanka Ghoderao
Customer Service Executive
Cleartrip Customer Care
www.cleartrip.com"

Since then I have been following up with cleartrip & my sister has been following up on twitter with both Jet Airways & Cleartrip. They have just the same response till date.
My sister tried to connect with Jet Airways, they just responded stating we need to connect with the agent. since then there is no correspondence from Jet. My sister has been constantly marking them tweets. No response till date. What do we do? Who is going to give us the status? Whom should we connect?

I wish to connect with senoir authorities of both the esteemed organizations to ask, why don’t they have any response. If they are willing to refund then pls update. if they cannot refund would they be responsible for my mother's travel while she was not advised to travel on medical grounds. They are not available for such issues and the junior staff doesn’t know anything hence keep on procrastinating & blaming each other.

Now we on 8th July, 2017, travel date has passed by in the procrastination, expected response would be the travel dates are gone hence we are not able to do anything

I sincerely request the council to guide us here

I will be happy to share any specific detail/document required to get the refund

Thank you

Regards,
Aniket Waknis

Attachments:
1. tweets sent by my sister
2. Medical Certificate from the doctor

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