Cleartrip — refund of airfare is not given despite confirmation on email

Address:

Cleartrip Private Limited (Cleartrip) having its registered office at 06, Godrej Business District Pirojshanagar Vikhroli, Mumbai-400079., Mumbai City, Maharashtra

I had booked a flight to ahmedabad from mumbai through cleartrip which was cancelled and i was assured with a confirmation e-mail that i will be given full refund in 7 to 21 days. The confirmation of refund mail is reproduced below:

"from:"[protected]@cleartrip.com"
Date: 20 october 2019 at 14:34:23 ist
To:"[protected]@gmail.com"
Subject: mumbai - ahmedabad one-way (Trip id:[protected]

dear nishit gandhi,

Thank you for booking with cleartrip. This email is with reference to your flight reservation under trip id:[protected].

We would like to inform you that, we cancelled your booking under as per air india dgca policy with full refund and your refund amount is rs. 7, 276.

Refund will be credit within 7 to 21 working days in original mode of payment, if in case its delayed to credit your account, so its depends on air line.

For any further inquiry we request you to call us on +[protected]Standard std / local charges apply) and we will let you know the current applicable charges.

Thank you for choosing cleartrip.

Regards,
Amrit kaur
Cleartrip private limited travel services
www.cleartrip.com

Ref:_00d2819or2._5000k1zq3na:ref"

Thereafter i waited and waited but ultimately they denied any refund simply with the following email:

"from: cleartrip refunds
Date: 4 december 2019 at 11:45:50 ist
To: [protected]@gmail.com
Subject: refund processed for your mumbai - ahmedabad one-way booking — trip id[protected]


Refund processed
Cleartrip
Hi nishit,

We have processed a refund of rs. 0 for your mumbai - ahmedabad one-way booking (Trip id[protected].

Computed refund details
Description amount
Gross amount (+) rs. 8, 276.00
Cashback (–) rs. 1, 000.00
Discount (–) rs. 0.00
Net amount rs. 7, 276.00
Airline charges (–) rs. 6, 716.00
Cleartrip charges (–) rs. 0.00
Service tax (–) rs. 0.00
Cleartrip service tax (–) rs. 0.00
Convenience fee (–) rs. 560.00
Total refund amount rs. 0

Need to book again?
Book your mumbai — ahmedabad flight. Book now!"

Screenshots of both emails are attached.in addition there was another email assuring me that the refund will be processed in not more than 1 day. However, the mail denying refund was sent after more than one and a half month.

After seeing this email denying refund, i immediately called the call centre and explained my grievance. Firstly i was holding the phone for about 15-20 minutes since i selected the option pertaining to cancellation and refunds. Thereafter, when the call got connected, i was committed that i will be given the entire refund as committed on email within 48 hours of the call. However till date there is no revert.

This is clearcut cheating with me.

I have been loyal to the brand cleartrip and still face such issues.

A grossly unfair way of retaining customer's money.

I am thoroughly dissatisfied by this attitude since no response is coming forth till date though i was committed a resolution and refund in 48 hours.

The company deserves to be penalised with damages for wasting the time and energy of customers especially those who are loyal.