Cleartrip — Confusing journey update mail sent via cleartrip made me book another ticket leading to heavy cancellation fees

Address:Pune, Maharashtra
Website:cleartrip.com

I booked a flight ticket for Jet Airways via them. The airlines rescheduled the flight (basically just changed the flight number). Cleartrip sent me a confusing mail informing about the same. Following is an extract from the same (complete mail in screenshot attached below) -

The flight has been cancelled by the airline.
Alternate flight option given by the airline is as below:

I thought that the flight had been cancelled and I needed to book another one. I did so immediately because I was afraid of fare hikes (I had already paid Rs. 30000 for a return fare within India.) I then asked them about the refund of the original flight and then they told me that the original flight had been rescheduled and not cancelled. On asking the customer care sections of both airlines and cleartrip, they told that the flight had not been cancelled but only the flight number had been changed and since the departure time of the flight remained the same, the airlines won’t give full refund.

There has been inconsistency in what they are saying. This is what their last email said -

As informed earlier, we have clearly mentioned the flight details and specified that airline has cancelled the flight. Airline has cancelled the original flight and confirmed your ticket in another flight with same departure time. Hence, there is no error from our end and cancellation charges as per fare rules will be applicable.

They did not mention anything about the confirmation of alternate flight, or tell me that the this was just a flight number change. So, even though the departure time in the alternate option was the same as that of the original flight, it was not useful to me because it was not explicitly stated that this was the confirmed flight.

I have tweeted about the same Sandeepan on Twitter (https://twitter.com/sandeepan_nits/status/[protected]
Please find in the attachment, a screenshot of the following things -
#1 Clarification mail from cleartrip sent on 17th Oct.
#2 First confusing email from cleartrip sent on 8th Oct.
#3 Clear SMS notification from Jet Airways about the same trip, which they sent on 16th Oct.
#4 Clear email notification from Cleartrip informing reschedule of a flight from a previous trip, just to show a comparison
+1 photos
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Comments

1. Call drops to the extent that you almost give up the change you want to make
2. No attempts to call back
3. Rude & Egoistic staff (2 out of 5 I interacted with)
4. Absolute insensitiveness to customer complaints. Mails receive a robotic revert.. 'Sorry for any inconvenience that 'might' have been caused'

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