| Address: | Koramangla, Bangalore |
I booked a flight in Mar'20 for a travel date of 7th Apr'20 through flipkart flights. Booking ID: FF[protected] & PNR: JLK3RP. Due to the govt. declaring lockdown after 25th mar'20, I was obviously not able to take the flight on the aforesaid date. I confirmed with the airlines (Vistara) and as per then, they were to adjust the amt. in my next booking.
Skip to Sep'20, I wanted to book my flights so I called Flipkart as they had sent an email that they will refund my flight price (email SS attached) but their executive denied it saying their system shows that the flight was taken on 7th Apr?! I told them that it was the lockdown, how can someone take a flight for which they had no answers! I continuously followed to them as they had apparently escalated the same to their supervisors but they eventually dragged the matter to Jan and w/o resolving closed by query. This happened few times - I tried social media, posted around 5-6 incidents with the customer service team but in vain.
Finally, I initiated a mail chain with airlines customer service and they said that their system shows that the refund has been made by Flipkart to me - but in reality nothing such happened! (SS attached)
They keep on keep me waiting and every time I call their customer servicing, they don't have any answer but the same scripted statements.
The whole incident has caused me harassment, frustration and trust issues with one of the largest companies out there. I have seen many customers suffer and confront in social media but in vain.
As a resolution, I surely would like the refund of around INR 2.5k but along with that I would like a compensation for the harassment caused over the last 6 months and still on. I request strict action be taken against the company plus more power be given to the customer care agents to resolve queries faster (there is no escalation matrix in the company's travel desk).
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Finally, they resolved my issue but didn't compensate for the mental harassment I went through! Moreover, they charged a cancellation fee, a convenience fee for the flight which was never taken and that too for a fault of not mine. Even after the govt. asked them to refund customers who've booked during the pandemic, they charged me the sum. I have promised myself to never ever buy anything from FK - nor will my dear ones. It's an unethical company - their policies show the same. Amz is much better customer service, they actually care for the cx.