Air India Express — Refund of airfare

Address:

India

I was travelling with my family from Dubai to Lucknow .
As per confirmation from your deira office of air india express and call center ( +[protected]), if child age is below 12 years, PCR test not required for kids. This confirmation done on 22 february 2021 at 10:00 am.
According to that, I did mine and my wife's RT-PCR test and excluded my children( age 8 year, 6 year and 2 year).
But when I reached airport the gentlemen clearly said that PCR test required for all passengers including children and infants.

Please tell me, how as a passenger I can get update ?

If we are doing COVID test it takes 12 to 24 hours to get report.
Till 22 february, I have neither received any email / messages nor update from Air India Express regarding COVID test policies.
Now, because due to air india express staf[censored]nawareness I was not allowed to onboard.
When I am cancelling tickets they are returning only taxes.
For what they are charging me airfares?