Individual — Cancellation free charged although the flight cancelled by the airline.

Address:

Block-44, Room No.-9, Shree Apartment, Green Valley Fields Rd, Golden George Nagar, Mogappair East, Chennai-600037

Sir/Madam,

I am Debabrata Biswas, booked flight from Kolkata to Chennai on 16.04.2020 with PNR Nos. R5236A. On 18th March, 2020 I got a e-mail from Air Asia informing that the flight was rescheduled by the airline (copy Enclosed). I called the customer care of Air Asia to confirm the same and they confirmed me that the same is rescheduled. They also confirmed me that I am eligible for full refund but to avail that I have to contact the Agent i.e. easemytrip.com.
I tried to contacted easemytrip regarding that but due to lockdown the Customer Care Service was not available and I put a call me back request. Meanwhile I received a call from easemytrip they informed me that I can do the cancellation on my own from the mobile application by selecting the option “flight cancelled by airline” and the person also assured me that I am eligible for full refund. As directed by the person I did the same. The Cancellation mail is enclosed herewith.
On 06.04.2020 I received a mail from easemytrip wherein they cancelled my ticket and processed my refund and they have deducted the entire cancellation fee. Immediately I called Air Asia to clarify what just happened. The Air Asia people told me that your agent select wrong option i.e the ticket cancelled by the passenger voluntarily.
In this regard I intimated the same to easemytrip through mail and I was informed by easemytrip, “As of now we are in the process of reconciling the accounts with the airline thus the booking has been cancelled with normal cancellation charges.
However, you do not need to worry as post reconciliation the remaining amount will be refunded if received from the airline”.
It’s been already 2 months still I am waiting for my refund. This is time you should consider the matter seriously and refund me full amount as soon as possible.
.
Thanking you.

DEBABRATA BISWAS