Cleartrip — medical waiver / refund

Address:

Mumbai City, Maharashtra, 400005

I booked Ticket for Colombo - Mumbai one-way flight -- Trip ID[protected] on 22nd Jan 2019 Unfortunately due to a medical condition, I had no other choice but to cancel my trip.

I called Clear Trip on 26th March to discuss cancellation charges and request if there is any way they could consider a full refund as I have been spending a lot on my treatment and a full refund would really help me out. The customer service executive asked for sometime to check with the airline about the cancellation charge. I called for few days but they didn't have an update. I called them again on 1st April asking for an update, yet they didn't have any reply from the airline. As a solution they asked me to email my Medical records to request a full refund. I sent them the same in the next few days.

While Clear Trip was waiting for an update from the Airline I also called the airline asking for the same just to cross check and be sure. Where the airline confirmed that they don't have a medical waiver & there will be standard cancellation charges i.e. 4000 LKR will be deducted and rest will be refunded. As a special gesture airline could consider for a full refund, but Clear Trip will have to request their Sales team & Air India call center team are not authorized to escalate the request further as the booking was done via Clear Trip. (I have this call recorded) I communicated the same to all 18 Clear Trip agents I have spoken with till date, apparently since 4th April their agents have been waiting for an update for a full refund request from the Airline

I have called & emailed almost every day. Every time I have been promised for a call back with a solution, Or they email that they are working on my refund. I don't understand why is it so difficult to get in touch with the airline and put in my request. I have done everything from my end, even connected the airline on a con call to clarify and discuss the same.

As per ClearTrip agents they can only contact the sales team via email. but I'm sure someone can get in touch with them directly and that they don't have to wait for them to revert.

It is exhausting to explain the same thing again and again to a new executive every now and then, hence I was fedup and decided to go with the standard cancellation charges, to which Clear Trip decided to deduct other charges like GST, RAF, Clear Trip Convenience Fees. Somehow after numerous discuss and arguments in the last few days Clear Trip waived of their cancellation charges. But I still have to pay the airline!

I want to know what was ClearTrip doing all this time???
I have literally wasted my time chasing Clear Trip very day for an update. If I have to simply pay the the cancellation charges why was my time wasted (1.5 month) I could have gone with the standard cancellation charges right when i decided to cancel, the money could have helped me.

All this time, I have been harassed by their agents, I have literally been doing their job!!! I have been calling them in my sickness and stressing myself for it !!! They keep avoiding our calls, I can literally here them in the background "aare iska roz phone aata hai, uska medical waiver hai, call hold pe daal aur bol senior nahi hai" and that was one of the floor supervisor speaking!!

I had booked the other way via Go Indigo on #MakeMyTrip and they gave me a full refund!! They requested the airline and made sure I got the a full refund. I never had to chase them like this!!!
Go Indigo also doesn't have a Medical Waiver, but as requested by #MakeMyTrip the airline gave a full refund, on the same medical documents that were sent to Clear Trip.

Clear Trip's service is substandard and your team is highly unprofessional and I am bearing the brunt of their lack of communication and follow up!!