I had booked an airline ticket for prince kumar jain (Email id - [protected]@gmail.com ; mobile - [protected]) from bangalore to surat, trip dated 15 march 2020. The flight was an air india flight ai-519 economy class. I had booked the same through ixigo.com.in ixigo.com, there was an option for taking an insurance policy which covered flight cancellation. Meaning i would get full refund from the partner insurer of ixigo.com (Which is liberty general insurance limited) in case of me cancelling ticket even if airlines has not refunded full amount to passenger. I had cancelled this flight on 13th march 8.30am. At that time i didn’t receive any mail from either ixigo.com or from air india wrt confirmation of cancellation, nor did i get any mail containing the cancelled ticket. I also did not get any money as refund from air india. I gave all my documents to liberty general insurance for claiming the full amount paid as refund as per their policy. However they have yet not processed my refund claim (From 13 march to date). They are asking me for proof of refund paid by air india to me. I have got tired by telling them that i have not yet received any amount as refund from air india, nor have i received any mail or the cancelled ticket either from air india or ixigo.com. When i called up ixigo.com, they told me that they will send a mail, but i didn’t receive any. They directed me to call up and mail air india, which i did. However no one responded to my mail from air india, nor is anyone from their customer service picking up my call. The only mail which i received after many days and begging done by me to ixigo.com, only indicated that yes the cancellation has been successful and refund is under process. However this mail was a generic mail which neither had the details of the passenger, nor of the flight, nor details of the ticket. When i provided this mail to liberty as a proof of refund, they are not accepting the same and have blocked my refund claim and are not further processing it. When i contacted liberty and told them of this issue, they are saying that it is not their problem and i am responsible for this and that i should get in touch with either ixigo.com or air india and get either proof that some amount has been refunded to my bank account, or the copy of cancelled ticket (Both of which i have not received till date even after a lot of requests). So in short liberty is rejecting my refund claim as i have no proof of refund, and both ixigo.com and air india are unwilling to give me any sort of proof of refund (I. E. Copy of cancelled ticket or a proper mail detailing confirmation of successful cancellation). My refund claim has been blocked for more than a month which is creating lot of cash flow problems for me in this lockdown.
Ixigo complaint number is 595627
Air India customer support has been notified about the posted complaint.
