Cleartrip — I had booked a refundable airline ticket but Cleartrip is denying me the refund

Trip ID:[protected]

My wife and I booked a flight through Cleartrip. The flight was a refundable flight and as per the screenshots available with us this clearly shows a refundable flight as per cleartrip app. Now the customer care executives are saying that this is non refundable.

One of cleartrip executive (Harshal Kokse) has also confirmed the facts stated by me, on an email that the said flight is showing as refundable on the app.

In the last 9 days, and over 10-12 calls, all I have heard from Cleartrip customer care is that they are working on the issue and that the passenger is supposed to wait. Even after the relevant waiting period, the customer is again supposed to wait. However, after waiting for so many days, we would feel that now you might get a resolution, because we have provided all the evidence to prove your eligibility for refund.

However, against common conception, we are only asked to wait again.

One of their colleagues - Amit Kamble, mentioned that I should visit the Cleartrip office in Mumbai and mention the trip ID - and I can ask for a resolution there as well. I travelled to Vikhroli (Mumbai), to their supposed office to seek a resolution. But to my surprise, Cleartrip did not have an office there, just a co-working space, WITH NO EMPLOYEES. How can you misguide a customer like that without knowing ample facts?

Yesterday, after yelling at about 3-4 executives, I was able to get the great Harshal Kokse back on line (who I thought would provide me with a solution), but again to my surprise, all he mentioned was that I am supposed to wait. After already making me wait for 72 hours (mind you he had committed for providing a solution in 48 hours), he has the audacity to ask me to wait for another 72 hours. Reason being "the tech team has not reverted".

My only concern as a customer is that not only have I been duped on account of false representation on the cleartrip app, but also because o[censored]tter disregard for customer satisfaction as well as professionalism.

Today it has been 9 days since I first lodged a complaint on account of my booking. However, as mentioned above, I have been asked to wait for another 3 days, making a total of 11 days. Mind you, all of this just to check 5 screenshots provided by me and tally it with the actual interface on the app, which will ultimately prove that what I am saying is true, and there is no actual way of denying the refund.

I have still not been provided with an answer as to why the tech team has not reverted within the first 48 hours and after another extended timeline of 24 hours, post which another 72 hours are being asked of me.

My humble and genuine request to you is that not only facilitate cleartrip to provide me with a full refund ASAP, but please facilitate to provide the same in my bank account, since due to the delay in processing at their end, I will have to pay my credit card bill and the refund will not come back to my bank account.

Regards,
Dhrumin Sheth
Trip ID:[protected]