Air India — money debited but ticket not issued

This is with reference to pnr no : z2y1t (Passenger name : jyoti chopra).

On 13th dec 2019, i requested your telephony fare desk to change the travel date from 17th jan to 15th dec along with upgradation to business class.

Agent provided me the link to make the payment of rs. 1, 03, 163. The link was processed from my end but failed when re-directed to merchant site. This was raised to the agent and i was asked to wait for couple of hours before the payment can be received and ticket issued. Unfortunately, the payment didn't show in your system and i had to re-do the entire transaction, which then amounted to 87k.

I was told by your agent that since the payment rs 103, 163 has not been received, so it will credit back to your account which didn't happen and got reflected on my latest credit card statement. I have also reached out to the bank and below is their response. I would request you to please help in tracing the missing payment and reverse back the charge as there is no service received against this payment of 103, 163.

I have been following up with your telephony agents for couple of weeks now but they are not able to help and re-directed me to this team. I seek your support to resolve this issue as this is a substancial amount.

Response from the bank is below:

From: credit card disputes
Date: tue, 24 dec 2019 at 08:56
Subject: re:'hbl=[protected]' dispute ref # [protected]
To: pulkit chopra

Dear mr. Chopra,

Thank you for writing to us.

This is with reference to your e-mail regarding the transaction of rs. 103, 163.00 on 13/12/2019 at m/s. Airindia[protected] mumbai ind.

We understand from your mail that the above said transaction was unsuccessful. We would like to confirm that the aforesaid transaction has been processed successfully to your card account from our end basis the instruction received from the merchant. Details of the transaction processed to your card account is given below for your reference.


S. No transaction date settlement date merchant name transaction amount auth code arn
01 13/12/2019 14/12/2019 airindia[protected] mumbai ind 103, 163.00 021462 75178109347280379900084

In this regard, we request you to take this mail as a proof to the merchant confirming the transaction was successfully processed to your card account and also request the merchant to liase with their bank for further clarification.in case, you still have any clarification, we request you to revert to us with recent dated confirmation from the merchant validating that they are not in receipt of the payments to enable us do the needful.

Meanwhile, we request you to obtain a confirmation from the merchant that the said transaction was unsuccessful on their official e-mail / letterhead. Incase, the transaction payment was made by you through other card / by cash, we would request you to provide us with the alternate payment proof (Cash payment proof / copy of statement of the other card) to enable us investigate and assist you.

As per your e-mail communication, we request you to confirm exactly what you are tried to purchase or what type of service tried at the aforesaid merchant for this transaction to enable us to do the needful.