Air India — Case ID: 18568540

This flight from visakhapatnam( originally AI488) for 27th Dec 2022 was cancelled for operational reasons and a substitute 1stop flight was given without notifying me. I came to know this on 26th Dec when I attempted web checking . I would have missed my connecting international flight to London with Vistara which is scheduled to depart Delhi at 1455.
Therefore I requested a cancellation with full refund thand customer service did it after 2 calls and much to and froing.

Our travel agent Southall said that they need an email confirmation confirming full refund. Please send this urgently inorder for them to file an Refund request. After a further 2 phone calls spanning an hour at least, your customer service agent Siddik Kumbhar told me that there is no one I can complain on phone and that they can't send any emails confirming cancellation. I then came back to UK an sent an email complaining about the above and requesting full refund of the the ticket( not just cancellation charges) as well as refund the money I paid in advance for extra luggage. I got the above case ID.
When I rang on 29th Dec, I was told the the refund will be processed in 3 weeks. So I rang today and got fobbed off repeatedly and even cut off when i demanded to speak to their manager by 3 of your customer service agents to contact the travel agents who they say the refund has been sent to. They refused to send a confirmation of money transfer to the travel agents. The travel agents denied that that they received any money.

I am very upset and disappointed that not only did you not inform me about the original flight cancellation by the airlines, all the 4 agents I spoke to on 26th Dec and the three today on 25th Jan either unhelpful, ignorant or plainly uninterested in my plight. They don't seem to care that this could have led to missing my London flight which I fortunately avoided by booking an indigo flight. I am inclined to belive Southall Travels that Air India has not refunded them anything.
It beggars belif that your airlines has stooped to cheating customers, collecting their money and not only not provide the flight but also get away without refunding the ticket and the excess baggage charge. Your agents have the audacity to simply fob me off, keep me hold or simply be rude or disconnect me repeatedly to deter me from getting answer or refund.
Finally, Please take this as a complaint and get back to me ASAP as to how this is happening.
Please send this complaint to the relevant department and sort out my refunds. I wish not to travel again with AIR India again as the service is appaling.
If you do not reply to this within the next 48hours, I wil take this complaint further
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