[Resolved]  Easemytrip — refund not initiated.

Address:

G 405 bhavyas tulasi Vanam, navodaya colony, KPHB kukatpally, Hyderabad, Andhra Pradesh, 500072

I would like to highlight that our experience till now is very pathetic both with ease my trip and oman air and this being our first time international travel, it was highly stressful experience for us and we are still looking for a solution over a month after completion of the trip. Both ease my trip and oman air have failed to hear out or help us with our grievance and pointed fingers at each other making us, the customers suffer. I need an urgent refund.

Please read my case below in detail :

1. A few days after booking our tickets online via ease my trip, we start receiving multiple emails from oman air saying our return flight has been cancelled. We contacted ease my trip many times. They told us over phone to wait for a few days as oman air would provide us an alternate option as the fate of the flight was still undecided.

2. Halfway through our travel, we receive email confirming our flight is cancelled from ease my trip. They inform us that we can ask for an alternate flight or ask for a refund. Our family was travelling with an infant as well as senior citizens and we did not wish to get in the hassle of getting transit visas / accommodation on airport.in short, a long layover was not ideal for us.

3. Following this, confused and stressed we email and call ease my trip call center in delhi multiple times. Ease my trip call center informs us repeatedly to call oman air and that there is nothing that ease my trip can do about this.

4. With no help from ease my trip, i call the call contact number on the oman air website which reaches the oman air muscat call center. Oman air call center executive heard my case, they offer me an option of another flight which leaves almost 12 hours earlier (With a 8 hour layover at night) than my original cancelled flight (Subject to availability). Regarding providing accommodation at muscat airport too they said it would be subject to availability. Regarding transit visa they said i would only be given info upon arrival in muscat. This had already got us confused and highly stressed.

5. We finally decided that neither of the two alternate flights provided to us by oman air were suitable for us. I called oman air call center muscat again asking for refund and was informed by them that the refund/cancellation department was separate and the only way to contact them was over email. They asked me to email [protected]@omanair.com for the same. I was not asked if my booking was through travel agent or directly via oman air website. I was only asked the ticket number. I repeatedly informed that we were not going to take the alternate flights. I then proceeded to email [protected]@omanair.com (Screenshot attached) cc to [protected]@ease my trip - explaining the situation and asking for a refund for the return journey, six days before my return journey. I had to wait as the automated response said their turnaround time was 15 days. (I later learned this was not the right place to email as they only deal with direct online bookings through oman air website and not bookings via travel agents.)

7. On the same day, i receive an email from oman air sending me new tickets as they had already put me on one of the earlier flights. Oman air did not call or email to ask us for confirmation before putting us on an alternate flight as they had earlier told us that everything was subject to availability. They directly put us on the earlier flight. Hence, i repeatedly emailed [protected]@omanair.com (Screenshot attached) cc to [protected]@easemytrip again informing them that we would not be taking any alternate flights and that we just wanted a refund. (All emails were sent 6 days before scheduled cancelled/alternate return flight date). I kept calling oman air muscat and ease my trip during this time informing them repeatedly that we will not be taking any alternate flights and that we wanted a refund.

We booked new return flight tickets from dublin (Where we were at that point of travel) to hyderabad via ethihad airlines through ease my trip emt64194348. This whole process of calls-emails-bookings was highly stressful and cost us an additional rs. 1, 58, 412.00 as we had to reach hyd on 13th oct for multiple reasons.

8. After we travelled back to india and again began a series of calls and an email loops with completely unsatisfactory responses. Initially ease my trip was not at all ready to help us. Every time i called the call center, the executives would ask us to contact oman air and we were told there was nothing ease my trip could do about it. Oman air on the other had send us responses via email asking us to contact local services or travel agents. I have placed multiple calls after returning back to hyderabad to ease my trip and multiple emails to [protected]@omanair.com cc to [protected]@easemytrip receiving only single line responses. I am stuck in a web of emails and calls where ease my trip and oman air, both, are asking me to contact the other. Ease my trip, after multiple call requests, decided to help me, however, they claim that oman air's only response to them was that our flight shows a status of "no show". Ease my trip call center executives have informed me that they themselves have escalated the request to oman air multiple times, but their requests were rejected. Ease my trip call center executives have said my case is "complicated" and they themselves have tried everything they can. There are no direct contact numbers for complaints to oman air however, i have recorded my grievance in the feedback form on the oman air website.

I am at at my wits end and have reached the limit of explaining this matter over and over and over again to multiple call center executives and writing it over multiple emails. Not only was my trip filled with stress, but we continue to experience it still. We refuse to be tossed around in a game of ping pong ball between oman air and ease my trip. The cancellation of the flight was not my fault. We shouldn't have to place multiple calls (International and local) and write multiple emails just to make sure we get a refund of a flight cancellation that is not our fault. I have been misled my both ease my trip and oman air call center executives to a dead end. There is a lack of co-ordination between your departments between countries and i repeat, its not my fault.