[Resolved]  Via.com / Flightraja Travels — Cancellation of booking FMN1OKFSUD6

Address:	Ghaziabad, Uttar Pradesh, 201012
Website:	www.via.com

Iam writing my feedback on this platform with huge disappointment & regret that I chose Via.com for my travel requirements. Me & my wife has been following up with via.com's not so proactive team for the refund of our cancelled tickets. (details appended below). I had to cancel my travel programme as I was hospitalised a day before my scheduled travel date. My wife called via.com customer care to cancel our Del-Goa (PNR No. G61LYV) & Goa-Del tickets (PNR CH84RD) on 29th Nov as there is no option of cancellation on there app through which I booked the tickets & she was asked to send a mail in this regard. I send the mail to cancel the tickets while I was on hospital bed on 29th Nov at 17:10 PM (apprx. 17 hrs before scheduled departure), however to my surprise we were told later that our onward flight (PNR G61LYV) was considered as no show as we ddnt revert on your mail to confirm cancellation charges, however we clearly mentioned in our first mail that we understand that there will be cancellation charges & we accept the same as same was communicated by the service team agent. Also, via.com team never informed us that they will be playing mails games with us to cancel our tickets. Later my wife spoke to there service team again & they assure us that they will take care of this matter & will let her speak to a senior person once they investigate on the matter & post checking all call recordings, which off course never happened.
On 5th Dec I received a message from your via.com that onward ticket (G61LYV)is now cancelled. If the onward ticket was considered as no show then why I never received any communication on no show & received the communication on cancellation only on 5th Dec.

I, ve been communicating with the via.com team on mail, however there is no satisfactory revert from service team & I was also told that they will further investigate on this matter & check the recordings to revert in 48 hrs, however I've been waiting for a revert for last 10 days now & there is no revert other than the old excuses that we tried to call you & your calls went unanswered. They are not ready to share the time of call & call details.

I even asked the via.com team to share the escalation matrix almost 12 days back & mentioned the same in all followup mails, however they are still silent on this small request.

Also, I had to followup with your via.com for almost 20 days to get the refund & later I was told that refund is processed for GOA-DEL (PNR CH84RD) only as our onward flight was considered as now show despite of sending a written communication to cancel the tickets 17 hrs before scheduled departure. I asked for the details of deduction which off course I never got.

regards,
Arvind Pokhriyal