Rahul Travels — Refund of booking money

Address:

Raipur

I had booked a cab with Rahul travels at 8 Am Saturday morning from Raipur airport as I was supposed to board a flight from Mumbai at 6:05 AM, scheduled to arrive at Raipur by 7:30.Thid cab was bboked from Raipur to Korba. Had given full payment in advance for this booking.. However my flight got postponed to 11:05 from Mumbai.. When I called Rahul Travels to cancel the cab booked, they said that they can reschedule it to 2pm.(as per new flight timings). I had clearly mentioned that I want aSUV since I had lots of luggage and was travelling with my husband and son. Before boarding the flight for Raipur, my husband spoke to the concerned driver who was scheduled to pick us up from airport regarding our arrival timings and he said that he will wait but there will be waiting charges...We agreed for Rd. 200 charge per hour.. We reach Raipur at 1:20 and come out by 1:30..when we call this driver, he says that your booking is cancelled and that travels will arrange a diff driver for you...wr called up the operator and she said that they are arranging for scorpioand it will reach us soon.. That never happened, we call up again at 2, to check the status and get to know scorpio isn't happening, they will send 2 zest ASAP.. That also never happened.. We call up again to check and got to know that zest is also not available and that they'll b sending Hyundai I 20..we still agreed but wee also asking operator if it is not possible to send the car, can she tell us how to cancel and refund the money.. She simply says that she is not responsible for refund and again goes back to baffling us with what's available and what's not...All this took almost 2 hours and we are still waiting at airport, hungry, with a 5 year old in corona times and without a cab.. Finally after ages Hyundai i20 came and we load our stuff.. Obviously we were too frustrated by then and we're already having arguments with Rahul travels.. I20 driver goes out and starts chit chatting with some other tour operator and tells us that he can't take us as he has to pay some fine and that Rahul travels will arrange for another cab.. There we are, at 4 pm, hearing the same story for nth time and still not able to kick start from Raipur.. With no signs of refunding our booked amount and cancellation so that we can go ahead with some other cab. Later Rahul travels associate partner calls us and says that we should be sorry for the way we spoke with staff.. I mean OK.. We are sorry for some bad words we might have used.. But hello.. Who pushed us to that limit.. And to top that he has audacity to tell us that we are at fault and that he was arranging for our cabs..
Through this complaint I want to tell the owners of Rahul travels that their business model is a failure as Noone is clear.. Neither customer, nor the driver.. This is the most pathetic cab service that I have experienced and would never recommend Rahul travels to anyone.