Air India — Impossible travel document request

Address:	new delhi
Website:	airindia.in

I was schedule to travel to Delhi FROM Melbourne on 29th March 2022.
Web Booking eTicket (ZD0WT) - Sood.
E ticket #[protected].
Name of Manisha Sood
Airline - Air India
ticket cost : 2000 $ approx or 1.3 lacs

But called in on 27th to get my ticket turned into an open ticket as I had acute COVID symptoms, formal PCR test awaited then (home RAT Test was positive) . My result was positive given Below inline.
E ticket also Attached .
when fit to travel and called to rebook my open ticket, I was asked to send BOTH positive report and negative one attached with this mail - lab PCR tests done in Melbourne. (I am an Australian Citizen)

I sent the reports duly from the lab - I was told they are NOT acceptable as Air India only accepts ICMR reports with QR code !!
I have checked with the labs here, its accredited by DHS ( Depth of health drive thru clinic) and they DO NOT have QR codes, I do not know what ICMR is - Australian test reports have a Unique test Id, that is all.

I have called some 30 times and tried to explain we do NOT have QR codes on our reports and I do NOT know what ICMR is..NO ONE here does..
but the agents like parrots refuse to call a manager, cancel, refund or rebook- they want to see something - which I cannot possibly give as a document.I have already given them the most formal test report I can get in Australia.

So frustrated. tried calling Melbourne helpline - hit a voice mail - message bank FULL. so much for customer service.

PLEASE arrange for me to get a refund or rebook - I really need to go and meet my old parents. All my docs are attached herewith,
Thank you
Manisha sood
[protected]
[protected]@tarini.com.au