Jet Airways — medical certificate fare refund

Hi i had to cancel my flight to goa which was scheduled for the 25th of february i was told by my travel agent to supply a medical cerrtificate from my doctor explaining why i couldnt travel... I was told i would get a full refund but now i am told jet airways are refusing to pay the refund... I am very upset and disappointed with the decision considering me my family and my friends have used jet airways for many years.. Please can you help me... Booking reference 3eglvq.. Airline reference ibnvty.. Yours sincerely mr jerome brown..
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mr Jerome:

Please attached

1. Jet airways e-ticket, or PNR related to Jet airways,

2. Complaint, which you had submitted to the issuing air carrier, which produces date.

3. Explain, what is the connection between the family and Jet airways e-ticket in 1-2 sentances, if you can.

Regards.

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