Air India — No Refund, Fraud Customer Service, Case ID: 14243600

I had booked my parents travel from Ahmedabad, India to Raleigh/Durham, USA from 05/05/2021 - 30/09/2021. The e-ticket numbers are as follows:
Pratibha Mehta[protected]
Dilipkumar Mehta[protected]

Due to travel ban imposed by US government from 04/05/2021, my parents could not travel as planned. As the tickets were booked through Expedia, I had immediately taken action to notify Expedia. At the time, Expedia confirmed that the booking was canceled and I could use the refund for future travel for the same passengers and same carrier i.e. AirIndia as far as booking is made before 31/03/2022.

However, when I called Expedia for booking my parents future flights from 10/03/2022 - 14/08/2022, they said the travel has to be completed by 10/03/2022.

When I called AirIndia about the issue, after several tries, I was directed to ticketing department where Vidhya explained that as per the waiver issued on October 1st, I should be able to book the tickets and use the travel funds. She tried helping to book tickets for me, but she could not complete it as my tickets were originally issued by Expedia and advised me to work with Expedia.

When I called Expedia back for the same, they said that AirIndia did not update them with the waiver code and they need the same. The representative also, made a call to AirIndia, however, the AirIndia representative Khushbu told him that she will arrange a call back and Isha should receive a call from AirIndia within 4 hours and she will be helped with the booking. I did not receive any call and upon inquiring again and again, I receive same response that we would like to help and we will arrange a call back. I have received ‘0’ call backs from AirIndia.

I have received no call back after more than 20 calls made to the customer service. It has been frustrating and I would like to receive a REFUND, so, I don't have to travel by AirIndia ever again.

This is not only financially draining, but also emotionally and mentally draining experience for me.

As much as, I was excited about meeting my parents and them flying on TATA owned AirIndia, I am disappointed with your customer service.