[Resolved]  EaseMyTrip.com — worst customer service

It has been a simple request and your customer service executives have been amazingly careless in following simply procedures. This is despite that me as a customer have gotten all the approvals for you people. They dont read emails, dont reply properly, lie on everything, unsupportive, use templates replies etc.

My mother was denied boarding by the airline in may 2019. After discussing with the airline, they approved for “full refund” for the return flight. Total cost of flight was inr65k. Plus i paid 14-15k for change the return flight. So total was 80k

Real nightmare started when i started discussions with your agency for the refund. First they simply deny that it cannot be done. Then you guys process the refund request from my internal portal for 31k. I asked how about the 15k i paid to change the flight, you guys tell me its non-refundable. How can it be when this 15k was the “difference in flight price” i paid at that time? In the meantime, the refund request for 31k gets rejected. Then i get them an email address of an airline official. Then i am told that you guys processed the request again and it will take 45-90 days for the process. I repeatedly asked your customer service agents if the request was approved by the airline official and share the communication with me. But somehow your agents were not not sharing anything with me.

After over 60 days i lose my patience and emailed the official myself. The airline official told me that he “specifically asked xyz system and not abc”. When i told this to your agents, within few days they informed me that the refund has been processed and i will receive in few days. This shows how careless you guys were that you people could not even follow simple instructions and i had to do all your work.

Now the story is that your agents dont even reply to my emails. I have asked for “detailed breakup” for the fair a few times which i have not received yet. If i asked more than one thing in an email they write an incomplete reply to just one question.

Now i would like to know:
1. I paid 80k for a return flight and how can the cost for return fair only be 14k while i paid 14-15k for changing the flight alone?
2. The first refund request, without the 14k i paid for return flight changes, was 31k. So how can now that amount be 14k?
3. When i paid 14-5k specifically to change my return flight then how can it be “non-refundable” when the flight approved for “full refund” for return flight?

Just to let you know, your customer service agents have maintained that they could not reach my number while the whole world was able to.