GoAir — airline unwilling to do full ticket refund of family travelling in spite providing medical documents

Address:

Go Airlines (India) Ltd. 1st Floor, C-1, Wadia International Centre (WIC), Pandurang Budhkar Marg, Worli, Mumbai 400 025, India, Mumbai City, Maharashtra, 400025

I had booked tickets for myself and 5 immediate family members on pnrs q993uw & a268fy travelling from bangalore to phuket on 30th september but unfortunately met with a bike accident on 4th september leaving me unable to stand/walk with both major ligaments (Acl & mcl) as well as a fracture in my left knee.

Inspite of providing medical documents by 8th september, goair said they can refund my ticket but refund my parents, in-laws, wife and kid - they really thought my family will abandon me and go for thailand vacation with me having surgery - such an inconsiderate and inhumane company.

The worst thing is a local thailand airlines (Bangkok airways) refunded the tickets for all 6 passengers for krabi - bangkok flight for 6th october, 2019 and even our very own indigo airlines completely refunded tickets for all 6 passengers for bangkok - bengaluru flight on 9th october, 2019 inspite of being informed about my accident several days after goair was informed.

I called customer care over 10-11 times each call averaging about 1 hour with 40-45 minutes being kept on hold while their incompetent team and supervisor rutika kept giving false promises over and over again. Finally, a person nigel responded in this negative, inhumane and inconsiderate manner. I have also escalated this to their nodal officer (Nehha bora) @ [protected]@goair.in and the appellate officer (Vida d'souza) @ [protected]@goair.in and i am hoping this will be resolved with a more ethical approach - goair needs to remember that in such situations a practical/humane approach needs to be adopted as opposed to a "this is a business" attitude and i believe a good company is defined by the way it serves it's customers and it counts the most in these trying times - we may not be booking as corporate customers (Although i've flown to mumbai and delhi several times via goair on behalf of my organization) but i strongly think such decisions either make/break a customer relationship once and forever.

I am raising this complaint as i have not received any revert from the nodal/appellate officer and i am going to undergo multiple surgeries starting tomorrow for a week to repair multiple ligament injuries/fractures in my left knee.

I just want goair to refund the full inr 49, 200 paid towards 6 passenger tickets from bangalore to phuket on 30th september via pnrs q993uw & a268fy.