Cleartrip — Canceled Trip not yet refunded for 90 days. Very Bad customer service as well.

Hello

I hope and wish someone dissent and responsible person read this complaint, because I already lost my trust with everyone I have been talking so far from your team.

My Name is Armand Kuke.

I have made a booking for my family 5-tickets from Tirana to Abu Dhabi on August 26th flight. trip ID[protected]. Due to the Covid-19 Restrictions I called to cancel this trip because my parents cannot travel to Abu Dhabi since they have visit visa only.

Mr. Raju from your team helped me that time to cancel my tickets and he said that I have the option to use those tickets as an open tickets for one year, or I can ask for full refund and with only 50 dirhams charge.
I agreed to get full refund since I have to look for another ticket with different airline whichever flies to Dubai airports. Again Raju confirm with me my cancelation and refund request. He reassured me that within 5 to 7 working days I supposed to receive the money in my credit card.

I waited for two weeks and since I haven't receive anything I send email to your customer support team. They called me and they said they are checking with the airline and once is approved I will receive the money. They asked me again for another 5 to 7 days.

After two weeks I did follow up again and asked where is my refund. They send me one email with charges and fees on September 22 to confirm if my refund request. I already agreed and the person who called me for confirmation, said within 72 hours I supposed to receive a call from your finance team that my money has been processed and it will take another 5 to 7 days to be credited in my credit card.

I waited again and nothing happened. I did follow up and another person answer to me with the response that my ticket is open ticket and I can use it for one year period.

I was surprised to get this response sine I was reassured and confirmed my refund request. Then I called the airline by myself to check the status of my ticket with PNR: ZMJYYK. Then I was surprised to see that my booking was not existing anymore at their website. The Etihad Airline agent told me to check with the agency I did my booking.

So I called you again to verify the status of my booking and they told me again I can use it as open tickets. Since I got suspicious that my trip PNR was not available in airline website, I asked your team to rebook my tickets for December same itinerary. Your team member who assisted me on that asked me to pay extra money 1400 dirhams per tickets charge for re-booking. (1442 dirhams was my initial payment per tickets) So basically they were asking me again to pay the same amount I used to initially buy the tickets.

My doubts increased more from this answer so I asked again for my PNR number, how come this is not existing with the airline? Then your agent provide me with another PNR: V4YGW5. After the call I immediately checked and this PNR was fake as well. (This happened on September 27th)

I tried to contact your team again asking for supervisor or manager to discuss this issue but no one is calling me back. One lady from your agent even screamed at me on the phone, telling that is not allowed for me to talk to the manager. I asked for transparency to show me emails you have communicated with the airline regarding my case. She screamed again "is not allowed" and hang up the call.

Since that time I have been trying to reach you guys requesting call from your management team or supervisor, but no one bothered and all my emails were neglected. I was receiving thousands of draft copy paste emails, that you are working with my case and waiting for the airline to response.

On October 28 I finally receive a call from Mr. Yash. I explained again to him all my situation. He checked and he told me that my ticket was never cancelled previously and was still as open ticket in your system. So all my two months contacting with you was wasted. I asked him to connect me with his supervisor because this was not acceptable at all. Everyone keeps lying and letting me hopeless in my solution.

He told me that his manager was to there but he will cancel my tickets and he will take necessary actions to help me with my refund. Within 48 hours he told me that I will receive a call from your manager as well.

The same day I receive email that my tickets were cancelled and my refund was initiated with the airline. I was asked to wait another 45 days to get response from the airline.

I am sorry but this is not acceptable at all. I was promised to receive my refund since September 22 and until now you are keep playing with me.

I completely lost my trust and I want my refund to be processed Immediately.

Is your Job to find out who is responsible for my issue and let those non-responsible people to pay for it.

I have been calling your call center since October 11th to talk to any manager or supervisor and the response is that, they are not available and they will arrange a call back. I never receive a call back even though I am keep trying everyday for it.

This the worst experience and I am completely fed up.

Looking forward to have this issue solved once for good.

No Airline will keep you on hold for such a long time. From the moment you do the cancelation they update you with the charges and fees and how much will be your refund amount.

Your team is a group of liars and very bad customer support as well.

Regards

Armand Kuke
[protected]