Vistara Airlines — not refunding my air fare booked through clear trip booking site

Address:	TATA SIA Airlines Ltd. Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India
Website:	[email protected]

Respected sir/madam,


I would like to draw your kind attention towards shoddy service of airline operators and how nonchalantly they play with consumers hard earned money with literally no accountability.
Sir i had booked an air travel ticket from delhi to goa and back for my travel dates 01 april 2020 to 4th april 2020 via clear trip booking site with reference trip id[protected]. The total cost of my fare was rs 33, 524/- and the receipt of the fare is attached below. The air tickets were booked by spicejet 8171 from new delhi (Del) to goa (Goi) for travel date 1st april 20 and vistara 848 from goa (Goi) to new delhi (Del) for travel date 4 th april 20 for four passengers namely. Priti mehra, saurabh mehra, prapti mehra and himani shali.
1. When the lockdown was declared by our hon’ble prime minister on 22nd of march 2020, i cancelled my trip on 23rd march 2020 taking a proactive call on widespread pandemic and as a law abiding citizen adhering to guidelines laid down by goi for prohibiting travels. After incessant requests both to airlines and travel agent, i have only received an amount of rs 3236/- out of my total fare amount of rs 33, 524/- eating away my hard earned money of rs 30, 288/-. I may please submit my complaint
2. That the airline companies instead of showing humanitarian virtues, is rather seeing these challenging times as an opportunity to extract unlawful gains from the people who are already in misery due to uncertainties. That the present policy is extremely harsh on the ordinary passengers who book tickets in advance for travelling. That airlines has given evasive answers and are refusing to give the entire refund and has thus caused mental torture and harassment to the applicants, and is a deficiency in service. Hence the applicants are not only entitled to the entire refund of the tickets amount, but also to interest and costs.
3. That the action on the part of airlines instead of providing the full refund of the amount collected for the tickets due to cancellation, providing a credit shell, valid upto one year, is clearly in violation of the civil aviation requirement issued by the directorate general of civil aviation (Dgca) which clearly states that “the option of 17 holding the refund amount in credit shell by the airlines shall be the prerogative of the passenger and not a default practice of the airline.
Below are the extracts from civil aviation requirements section 3 – air transport series‘m’, part ii issue i, dated 22 may, 2008 which clearly highlights-

3. Requirements
C) in case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives. The airlines shall ensure that the refund process is completed within 30 working days.

D) the airlines shall refund all statutory taxes and user development fee (Udf)/airport development fee (Adf)/passenger service fee (Psf) to the passengers in case of cancellation/non-utilisation of tickets/no show. This provision shall also be applicable for all types of fares offered including promos/special fares and where the basic fare is nonrefundable.
F) the option of holding the refund amount in credit shell by the airlines shall be the prerogative of the passenger and not a default practice of the airline.

I) under no circumstances, the airline or its agent shall levy cancellation charge more than the basic fare plus fuel surcharge. This will exclude any charges levied by the travel agent, which have been fully disclosed at the time of booking. It shall be the responsibility of the airline to ensure this through their contracts with travel agents/portals.

Request you to please direct the airline operators to refund my money.