[Resolved] Air India — Refund for cancelled ticket not received

nihilus

from Āthagarh, Odisha

Address:	India
Website:	www.airindia.in

I cancelled a ticket almost a month ago. At that time I was told by the AI customer care representative that I will receive the refund within 1-7 working days. I have not received it yet. I have written numerous emails ([protected]@airindia.in) and called the customer care no. many times as well. Everytime they give the same automated reply that ecommerce department will handle it and it is out of their control. Also, everytime they say they will reply within 24 hours, but most times it takes 5-6 days to receive a reply from them. The ecommerce department ([protected]@airindia.in) doesn't reply to any of the numerous emails I have sent them. The refund centre[protected] doesn't pick up the call. The customer care also refuses to let me talk to their supervisor or escalate my complaint. Really pathetic customer service from Air India.

Date of journey: 19th Jan 2021
Journey: BBI-DEL-LHR

I have included some of the emails I have sent them. There are too many of them so I only included a few.

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Jul 2, 2021

Complaint marked as Resolved

After writing numerous emails, about 3-4 each week for around 6 months, I finally received the refund. Details: Each of my emails would be followed by an automated email, from [email protected], that said something along the lines of "We care for you blah blah... We will get back to you within 24 hours...". However, they would reply after 5 days saying the same thing repeatedly- "We are investigating the issue and will take 15-20 days to resolve the issue." All of this added to about 6 months of waiting time to get my refund. Will never use Air India again. Pathetic service and liars at the customer care office. The ecommerce department is even worse, they never replied to any of my emails, never picked up the calls. This is more troubling because the ecommerce is responsible for refunds for online tickets and such. If you face issues with refunds etc, then be prepared to face a lot of hassle. You might want to threaten them by saying you will put a consumer case on Air India. Not really sure how effective that is. The best method is to not use Air India at all. But if you are here, then it's already too late for that.

Air India customer support has been notified about the posted complaint.