[Resolved]  HappyEasyGo — Refund of air ticket. No response since 1 month. CaseId[protected]

1 month ago, on 3rd Jan, 2021 I had booked a flight having PNR SH3K2S. Order ID:[protected] form Happyeasygo.com. I got a confirmation e-mail and an e-ticket on 00:21hrs for the same.

Same day, at 18:50 I realised that I had to cancel the ticket booked from Happyeasygo. Not knowing how to go about it, I e-mailed Happyeasygo about cancelling the ticket. I called repeatedly on their customer care numbers,[protected] and[protected], but was not able to connect with anyone even on waiting for 15-20 mins on each call. In the e-mail to them, I described this issue as well.

As per DGCA policy, if the consumer cancels the ticket within 24 Hours of their booking, and if the departure is not within 7 days of cancellation, he is eligible for a full refund against the booking. I was falling well within the guidelines of DGCA and was eligible for a full refund, IF CANCELLED WITHIN 24 HOURS of booking.

Therefore I waited for the company (happyeasygo) to respond to my cancellation request. I had simultaneously booked tickets from another company, in which the same scenario occurred and I mailed them about the cancellation. The other company was proactive in responding and within some time I received an e-mail confirmation about my full refund (even for a non-refundable flight).

I waited until 21:55 (3 hours) for their 24*7 customer care to respond but there was none. So I e-mailed them again intimating that I could wait no longer for them to reply as there were only a few hours left for 24 hours to pass since my booking. I wrote that since the company is not reachable and the fact that I will have to act anyhow by myself now, i will be making a cancellation directly via Airline helpdesk (i.e. Indigo Helpdesk).

I cancelled via the Indigo helpdesk and received an e-mail from them implying that they have refunded my booking amount in FULL to the booking agent (happyeasygo). I have shared the same e-mail to the company as well.

I received a reply to my e-mails on 4th Jan, 2021 at 05:08. (which was more than 24 hours of my booking). The e-mail stated that happyeasygo will provide a full refund minus convenience fee to the consumer if the Airline is providing them with a full refund.

It has been a month today and that was the last time I heard from them. After which all my e-mails and follow ups have gone unanswered. Besides, their customer helpline is still not accessible and there is no other way to contact to company.

My CaseId is[protected]