EaseMyTrip.com — FRAUD by EMT- Refusing refund

I booked two international tickets on Emirates via EaseMyTrip for travel in the months of July/August (Booking ID- EMT71234463 and EMT[protected]. However the airline had cancelled both these flights due to COVID. Emirates airline has clearly mentioned in their COVID waiver policy, posted on EaseMyTrip, that these tickets are eligible for full refund without any penalty.

We were asked by the EMT team via email to raise the cancellation request on the app, with the option “flight cancelled by airline- full refund”
I was also told that if the airline refused the full refund option, that the ticket will be kept open for the duration as per the policy( which is 760 days as per emirates)

This is the official Emirates COVID waiver policy on EMT’s website- https://www.easemytrip.com/EmiratesCOVID19TravelWaiverPolicy.pdf

However few days after requesting cancellation, we get an email from EMT saying that they’ve processed:
- a refund of Rs159 (Airline cancellation fees Rs7749 and EMT service fee Rs500) for a ticket costing Rs8407

and

- a refund of Rs1856 (airline cancellation fees 21062) for a ticket costing Rs22, 918.

I contacted EMT and they seem to be delaying proceedings and giving stupid excuses for the minimal refund processed.

So I finally contacted Emirates directly and was told that the airline has clearly mentioned to all travel agents that they are not taking cancellation fees and that my tickets are eligible for full refund. Emirates is also shocked that EMT is unaware of the policy and is playing games with customers money.

This is pure fraud where the EMT team is trying to avoid paying the full refund when the airline has instructed the same, and delaying settling the matter.

I seek urgent addressing of this concern and the appropriate refund as per Emirates official COVID waiver policy, as the flight was cancelled by the Airline due to the travel ban imposed in India

If travel agents this they can commit fraud with the money of their customers, they need a reality check, and need action to be taken.

Kindly look into this matter urgently.