Cleartrip — refund for cancelled air ticket

I am a resident indian [house no. 6b/12, khorlim, mapusa, goa, mob: [protected]] and my daughter ms. Anita fernandes who is nri, residing in dubai. Booked a ticket for me with clear trip in april for travel dubai-toronto return for 27th august 2017. Due to some urgent work i needed to cancel the ticket. On 26th june 2017 via telecom anita approached cleartrip regarding cancellation procedure & charges. Their customer support supervisor - mr. Shubham updaya advised her that i was eligible for a refund of aed 3, 257/-, the rest being cancellation charges of aed 1, 387/- should i decide to cancel the ticket. Based on this information, anita gave instruction to mr upadaya to cancel one ticket. Anita was further advised that the refund would be credited to her account within maximum 7 working days. Since there was no reply from cleatrip, she called their customer support several times and wrote to them on 10th july enquiring about the refund. On 11th july, i was shocked to receive a sms from cleartrip advising that a refund of aed 117/- will be credited to my account. I want to emphasize here that if mr upadya had not calculated and advised a refund amount as aed 3, 257/-, i somehow would not have gone ahead with the intended cancellation instead i have stuck to my original travel plans or changed the travel date. As confirmed by mr uadaya and as per cleartrip policy all these tele-conversations are transcripted which can be referred to. On receiving the sms, immediately cleartrip were contacted on 11th july and mr upadaya was asked for an explanation. He was apologetic and assured me a proper investigation would conducted with their back end team on the wrong refund amount and this was intimated to vide email by cleartrip customer support. However there was no reply or email on the refund investigation from cleartrip inspite of repeated reminders to their customer support on [protected] and [protected]@cleartrip.com. After repeated follow up, on 31st july, i anita received a mail from cleatrip stating the refund amount of aed 117/- instead of aed 3, 257 which was confirmed by mr upadaya before my instruction to cancel my ticket.
This whole episode has been extremely stressful and not mention the amount of time spent by my daughter anita talking to cleartrip requesting they refund her what they had initially confirmed.
In this regard i kindly request your assistance in securing the above stated refund.

Anita fernandes

_
From: cleartrip refunds
To: anita. [protected]@yahoo.com
Sent: monday, 26 june 2017, 18:29:12
Subject: cancellation confirmation for dubai - toronto return flight — trip id [protected]


Step 1
This email is to notify that we've processed your cancellation request step 2
We'll send you an email with your exact refund amount soon step 3
Your bank will credit the amount into your account

Hi anita,
Your trip is cancelled for the following passengers.
We will take 96 hours to process your refund. After we process the refund, if your refund amount is more than zero, it should appear in your account in 5 to 7 working days depending upon your bank.

Flight passengers revoked
Swiss intl air
Lx 243 dubai → zurichsun, 27 aug 2017 mr marcos fernandes pnr: s5nxxq
Air canada
Lx 4640 zurich → torontosun, 27 aug 2017 mr marcos fernandes pnr: s5nxxq
Air canada
Ac 56 toronto → dubaithu, 14 sep 2017 mr marcos fernandes pnr: lne57r

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From: cleartrip refunds
To: anita. [protected]@yahoo.com
Sent: tuesday, 11 july 2017, 10:50:14
Subject: refund processed for your dubai - toronto return booking — trip id [protected]


Step 1
This email is to notify that we've processed your cancellation request step 2
We'll send you an email with your exact refund amount soon step 3
Your bank will credit the amount into your account

Hi anita,
We have processed a refund of aed 117 for your dubai - toronto return booking (Trip id [protected]). The refund should appear in your account in 5 to 7 working days depending upon your bank.


Computed refund details
Description amount
Gross amount (+) aed 4, 694.12
Cashback (–) aed 50.0
Discount (–) aed 0.0
Net amount aed 4, 644.12
Airline charges (–) aed 4, 360.0
Cleartrip charges (–) aed 50.0
Service tax (–) aed 0.0
Cleartrip service tax (–) aed 0.0
Convenience fee (–) aed 17.0
Wallet cashback charges (–) aed 100.0
Total refund amount aed 117

Need to book again?
Book your dubai — toronto flight. Book now!

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Fare alerts track fare history, get notifications in your inbox and save big. Set alert →

© 2006–2017 cleartrip private limited

From: customer support
To: "anita. [protected]@yahoo.com"
Sent: tuesday, 11 july 2017, 12:17:48
Subject: dubai - toronto return (Trip id: [protected])

Dear customer,

As per the telephonic discussion with our customer support executive we would like to inform you that we are working on your less refund we request you to give us some time so that we could check with our back-end and we could get back to you.

For further assistance please send us the mail on [protected]@cleartrip.com.

Regards,
Cleartrip customer care.

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From: ‪anita fernandes‬ ‪
To: customer support
Sent: saturday, 29 july 2017, 14:09:00
Subject: re: dubai - toronto return (Trip id: [protected])-urgent

I have made yet another call today and your customer support representative - vivek is asking for another 2 days to revert to me. How long are these requests going to on???

I need my refund credited to my account.
_
From: ‪anita fernandes‬ ‪
To: customer support
Sent: tuesday, 25 july 2017, 20:41:46
Subject: re: dubai - toronto return (Trip id: [protected])-urgent

I made a call to your customer support on 18/0/2017 and i was promised by your staff - vivek to give my complaint another 4 days and i would receive call on the refund of my amount. Till today i have not received any call from cleartrip explaining about my refund. So i have called cleartrip again and the person gave me a case id[protected] and promised me that a supervisor would call me on my mobile and explain when i would get my refund.

Where is my refund money??? And why isn"t a responsible person calling me from cleartrip to explain the status on my complain???

_
From: ‪anita fernandes‬ ‪
To: customer support
Sent: tuesday, 18 july 2017, 19:34:07
Subject: re: dubai - toronto return (Trip id: [protected])-urgent

I am still waiting for your response on my below complaint.

I have been trying to call your customer support and kept several messages since the last 2 weeks for subham updaya, handling my refund case, to call me back which he has not done till date.

He had clearly informed when i cancelled the ticket with him on 26th june on the phone that my refund amount would be aed 3, 257 and the rest being charges. I was refunded only aed 117. Refer your transcripts of the telephone conversations to confirm this.


_
From:"anita. [protected]@yahoo.com"
To: customer support
Sent: monday, 17 july 2017, 13:02:20
Subject: re: dubai - toronto return (Trip id: [protected])

What is the progress on this??? I am yet to receive a reply on the refund amount. Is this how you'll operate? Do you'll have code of conduct ethics. I have been calling your number for the last 2 weeks and every time i get a promise that shubham upadaya will call me. Where is my refund???

Sent from my iphone

On jul 11, 2017, at 12:17 pm, customer support wrote:
Dear customer,

As per the telephonic discussion with our customer support executive we would like to inform you that we are working on your less refund we request you to give us some time so that we could check with our back-end and we could get back to you.

For further assistance please send us the mail on [protected]@cleartrip.com.

Regards,
Cleartrip customer care.

Ref:_00d2819or2._50028o2qpk:ref

From: customer support
To:"anita. [protected]@yahoo.com"
Sent: monday, 31 july 2017, 20:11:23
Subject: re: case created #03103120

Hi,

Thank you for writing to cleartrip.

We apologize for the delay in replying to your e-mail and also for the inconvenience caused to you.

As revert received from the concerned department that, the cancellation charges of your booking are mentioned below:

Total fare: 4644.12

Less cancellation charges: 4310.00 (Aed 2730 bf + aed 1510 yq + aed 70 yr)

Less ct charges: 50.00

Less cash back : 50.00

Less convenience fee: 17.00

Less cleartrip wallet: 100.00

—

Amount to be refunded: 117.00

Please note that, after deducting the charges refund has been processed accordingly.

If you require further assistance, please write to us at [protected]@cleartrip.com or give us a call on [protected] (Local call for uae).

Thank you for choosing cleartrip.

Regards,
Faisal hussaini
Customer service executive
Cleartrip customer care
www.cleartrip.com

— original message —
From:? Anita fernandes?? [anita. [protected]@yahoo.com]
Sent: 7/29/2017 3:41 pm
To: [protected]@cleartrip.com
Subject: re: case created #03103120


I have made yet another call today and your customer support representative - vivek is asking for another 2 days to revert to me. How long are these requests going to on???

I need my refund credited to my account.

From:? Anita fernandes??
To: customer support
Sent: tuesday, 25 july 2017, 20:44:12
Subject: re: case created #03103120

I made a call to your customer support on 18/0/2017 and i was promised by your staff - vivek to give my complaint another 4 days and i would receive call on the refund of my amount. Till today i have not received any call from cleartrip explaining about my refund. So i have called cleartrip again and the person gave me a case id[protected] again and promised me that a supervisor would call me on my mobile and explain when i would get my refund.

Where is my refund money??? And why isn"t a responsible person calling me from cleartrip to explain the status on my complain???

From:? Anita fernandes??
To: customer support
Sent: tuesday, 18 july 2017, 19:37:25
Subject: re: case created #03103120

I am still waiting for your response on my below complaint.

I have been trying to call your customer support and kept several messages since the last 2 weeks for subham updaya, handling my refund case, to call me back which he has not done till date.

He had clearly informed when i cancelled the ticket with him on 26th june on the phone that my refund amount would be aed 3, 257 and the rest being charges. I was refunded only aed 117. Refer your transcripts of the telephone conversations to confirm this.

From: "anita. [protected]@yahoo.com"
To: customer support
Sent: monday, 17 july 2017, 12:58:25
Subject: re: case created #03103120


What is the progress on this??? I am yet to receive a reply on my refund amount.

Sent from my iphone

on jul 12, 2017, at 7:17 am, customer support wrote:

dear cleartrip customer

thank you for contacting cleartrip. We, at cleartrip, are committed to making travel simple. Case id 03103120has been created for your query.

your email is being addressed by our customer care executives and someone will get back to you shortly. Only those cancellation requests which are made either online or on the phone to our customer support team shall be entertained. Cleartrip shall not be liable to entertain any cancellation requests made through any other medium including, but not limited to, sms or e-mail.

if you need any more information, please log on to https://www.cleartrip.com/support/


regards,
customer support
www.cleartrip.com



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