[Resolved]  Via.com / Flightraja Travels — delay refund and deny to refund to my credit card (booking id fmnhk100d7piab)

Dear sir/ madam

I am writing to file the formal complaint to the india based company named via.com who cheat our money for not refund usd4, 400 to my credit card for cancelled air tickets. Their business runs not in fair deal and also ruin the image of india to the customers globally.

We are very disappointed for the refund arrangement and still not received the refund from via.com after follow up for months. I have no choice to seek your attention and assistance on my case.

I brought the air tickets through the via.com website on 7 jan 2020 for my family trip from hk to tasmania with the original departure date on 8 april 2020 and return on 13 april 2020. Due to the covid19, our flights were cancelled with the regulations imposed in australia and i have requested your company for refund since 16 march 2020 which be expect to be deposited back to my original payment method, i. E. Credit card for the refund amount of hkd33, 982.69 (~usd4, 400). During the process, the staffs of via.com keep delay to handle our request and also recently informed us to refund such amount in voucher which never be informed us in earlier. I have followed up my refund with via.com for months and still not received back my refund. Please find the below chronological summary for your information.

16 mar 2020 i emailed to via for request of refund
21 mar 2020 i emailed to via for official request for refund on our cancelled tickets
28 mar 2020 received the email notification from via for submitted the refund request to airlines
30 mar 2020 received the email from via who confirmed me that i am eligible to have full refund from airlines and also via request me to deduct hkd500 per person as service fee to proceed such refund
30 mar 2020 i emailed reply to via and agreed them to deduct hkd500 per person as the service fee to proceed my refund
2 april 2020 i emailed to via for follow up my refund status
14 april 2020 i emailed to via for follow up my refund status and also sought the clarification on the refund method – i. E. Credit card
16 april 2020 i emailed to via for follow up my refund status
23 april 2020 i emailed to via for follow up my refund status and complaint for such delay over months
29 april 2020 i emailed to via for complaint no response or follow up on my refund status
30 april 2020 received the email from via and told me that need 45 days to process my refund.
20 may 2020 i emailed to via for follow up my refund status
21 may 2020 received the email reply from via – “refund under process” and first time to notify me for refund in voucher
21 may 2020 i emailed reply to via that i insist to have my refund to the original payment method – i. E. My credit card with information provided.
22 may 2020 received the email reply from via who ignored my request by just notified me for the refund be in voucher, and still not refund date be given.

The team of via.com ignored my request and still not settle the refund amount of hkd33, 982.69 (~usd4, 400) to me, even though i informed them i will proceed the formal complaint to you and social medical for help. I strongly request your help to get via.com to refund the full amount of hkd33, 982.69 to my credit card immediately.

Please find the payment slip with via.com on our concerned air tickets for your handling. Please get via.com to make the refund to my credit card on the cancelled tickets.

Should you have any questions, please do not hesitate to contact me.

Thank you for your attention.

Best regards

Jacqueline ho