DGCA — Refund of Cancelled Ticket

Re.: Complaint Against Air India Regarding Not Refunding For Flight AI 191 Cancelled by Air India
Following are the chronological details of events and my requests to Air India for full refund as the flight has been cancelled by Air India.
1. On 23-24 July 020, I bought Mumbai-Newark Business class ticket with my Mastercard Credit card and paid US$ 1, 922.74
Details:
PNR: ***3T
Ticket no.: *********8142
Flight no.: AI 191
Sector: Mumbai - Newark

2. On 11 August Air India informed me via e-mail, that the flight has been cancelled.

3. On 13 August 2020, I wrote an e-mail to [protected]@airindia.in asking them to provide full refund on my ticket as they have cancelled the flight.

4. On 18 August 2020, I wrote my first reminder e-mail to [protected]@airindia.in for the refund.

5. On 22 August 2020, I filled an online form on Air India’s Feedback section, asking for the full refund.

6. On 22 August 2020, Air India Feedback acknowledged the receipt of my e-mail.

7. On 22 August 2020, I wrote 2nd reminder to [protected]@airindia.in.

8. On 24 August 2020, Air India confirmed through another e-mail stating the fact that indeed the flight AI 191 Mumbai – Newark on 31 August 2020 stand cancelled.

9. On 24 August 2020, I wrote another e-mail to [protected]@airindia.in for the refund.

10. On 24 August 2020, Air India [protected]@airindia.in informed me that they will process my refund in 3-4 weeks. Following is their message:
“Dear Sir,

Greetings from Air India.

The massive rescheduling of flights due to situations arising out of COVID 19 restrictions by various countries, along with the nationwide Lockdown till 31May20, has resulted in an unprecedentedly huge volume of refund request via email
which have to be processed with the limited human resources at our disposal.

We understand your predicament and sincerely regret the inconvenience caused due to this unintentional delay.

Please be advised that refund of your ticket[protected] has been initiated as per applicable fare rule.

Kindly allow 3-4 weeks to get the amount credited to the cardholders account.

We thank you for your patience.
May we also take this opportunity to thank you for your support and understanding.

Regards
Ecommerce Helpdesk/VN”

11. On 24 August 2020, I acknowledged their above-mentioned message.

12. On 26 September 2020, I wrote another e-mail to [protected]@airindia.in informing them that now more than 4 weeks have passed and I have not received my refund. Please expedite.

13. On 01 October 2020, I wrote another e-mail to [protected]@airindia.in saying that now 5 weeks have passed and still no refund.

14. On 03 October 2020, I called Air India call center and asked them about the refund. They suggested that I should write to ecommerce and they gave me a case ID: 05273694.

15. On 03 October 2020, I again wrote to [protected]@airindia.in saying that now 6 weeks have passed and still no refund. Please respond and process refund immediately.

16. On 07 October 2020, I wrote 4th reminder to [protected]@airindia.in saying that now 6 weeks have passed and still no refund.

17. On 13 October 2020, I wrote 5th reminder about my refund.

18. On 13 October 2020, I wrote to Air India Feedback about the refund not received.

19. On 13 October 2020, Feedback acknowledged the receipt of my complaint.

In view of the above facts, please take action against Air India and get my money refunded ASAP.

Thanks and regards.
Saiyed M Husain