Musafir — non communication and refund/compensation by your company of airline cancellation booked on your sight

We have sent this communication several months ago to your customer ids multiple times and all along you have been silent. When will we get a response from you

I would like to draw your attention to the harrowing time we had while traveling to amsterdam on may 9th 2017 for our much awaited holiday in spite of having booked our air tickets well in advance. I am listing below facts of the case

- on november 21, 2016 we booked 3 tickets mumbai-amsterdam-mumbai departure date may 9, 2017 return may 25, 2017 through musafir portal trip m-3vy57 issuing airline jet airways pnr hfsmay

- on april 27, 2017 went on to manage bookings on jet airways site and requested for etickets via email. Email was sent with all bookings confirmed as per ticket issued on nov 21, 2016

- on may 9th 2017 checked into etihad flight 9w 6520 to abu dhabi. Was informed at the counter that the klm boarding passes would be issued at the abu dhabi airport.. Found it strange but didn’t question further as i was told it was normal practice

- on reaching abu dhabi was shocked to learn at the etihad/klm counter that the flight to amsterdam was not in operation during the summer and it was the case for the last 2 months at least

- what shocked us more was that we had never been intimated of this development by the issuing airline jet or musafir or klm in advance and were also allowed to board the flight at mumbai when there was no connecting flight to amsterdam.. Simply amazing

- the etihad counter staff at abu dhabi fortunately was very helpful and went out of their way to try and help us. After several calls to the jet airways staff to accommodate us on another connecting flight we were finally informed that we had to wait until the morning for the manager to come. No logical explanation was offered to us on why we were not intimated in advance. For an airline that boasts of being india’s top airline, garnering awards and being service oriented, i find it difficult to digest that the manager could not be disturbed but the indian passengers could be left high and dry in the middle of the night in a foreign land for no fault of theirs!!!

- it was imperative for us to reach amsterdam by 1.00 pm on 10th may as we had to board the vision of the seas cruise by 3.30 pm for our vacation for which we had paid thousands of dollars.. Missing the cruise meant missing the entire vacation.

- in desperation, we were left with no option but to purchase tickets on a qatar airways flight that would get us to amsterdam by about 1.30 pm. We paid 6600 dirhams for these tickets booking reference wnsduc. Without the etihad staff this would not have been possible and they were not even the issuing airline! We did make it to the cruise just 3 minutes before the cut off of 3.30 pm. You will agree that it could have gone either way.


Given the above, we would like to know

- who is responsible for all the turmoil, uncertainty and disruption of our perfectly planned holiday?

- what happened to the refund amount of the flight that was not operated by the airline?

- who will compensate us for the significant additional amount we had to spend to reach our destination


This is certainly a case that should be on social media so that many many travelers become aware of the issues that can arise when you book tickets involving multiple airlines but the issuing airline is one.

We await your response. I have marked this email to all the email ids i had so please feel free to forward to the responsible person in your organization.

Regards,
Charulata sippy