EaseMyTrip.com — Urgent Escalation Incomplete Refund Despite Opting for Free Cancellation

I had booked a round-trip air ticket through EaseMyTrip under PNR A6QT8Q and paid an additional ₹1, 798 for the EaseFly (Free Cancellation + Free Date Change) feature. Due to unavoidable circumstances, I contacted customer care to cancel the entire booking. The executive confirmed a refundable amount of approximately ₹10, 400 and proceeded with the cancellation on my behalf, which was also confirmed via email.

However, I received only ₹5, 858 as a refund, as informed by a representative during the refund confirmation call. Upon raising a concern, I was informed that the cancellation had been processed in a manner that reduced the refund — which directly contradicts the terms of the EaseFly feature I paid for, particularly the Free Cancellation benefit.

Later, I spoke with a representative named Mr. Ashish, who assured me that the remaining ₹3, 999 would be refunded within 24 hours. As of now, the amount remains unpaid.

This booking was made on 14th July 2025 and cancelled today, 29th July 2025. We have complete voice recordings of all communications and are maintaining detailed documentation of the entire process. Relevant screenshots are also attached herewith.

I respectfully request that the pending refund be processed immediately. Failure to address this issue promptly may compel me to pursue appropriate legal recourse, including but not limited to lodging a formal complaint with consumer protection authorities and initiating a claim under the Consumer Protection Act, 2019 for deficiency in service and misleading representation.

I hope this matter is resolved without the need for further escalation. Please treat this as an urgent and final request for resolution.