| Address: RAHEJA TOWERS. Address: # 26/27, 8th Floor, MG Road,Bangalore - 560 001 Behind Bharat Petrol Bunk |
On 23/July/2020, I have sent an email to the CEO and directors of the company, claiming compensation of Rs. 1, 00, 000 for the harassment they have caused to me in processing 3 cancellations that I had logged on their portal; they have not reverted yet! Here are the points I had written in the email:
1. Even after logging cancellation requests on your website, and getting a system acknowledgement ("Your cancellation with booking reference XXXXXXXXXXXXX is queued"), cancellations are not processed by the company.
2. I had to send sixteen emails to get all the refunds, and some of them were even addressed to the four directors!
3. Based on feedback received from [protected]@via.com that there was a technical problem with one of the refunds, I had, on 27/May/2020, in an email addressed to the directors, proactively suggested that the remittance be made to my bank account instead (of my credit card account). The company's apathy is evident from the fact that even for this case, the refund was finally processed on 29/July/2020. In this context, I would like to highlight that the other two refunds had been made to my same Amex Credit Card account, and hence I find no reason why only this payment should have got stuck. Also, only after following up for my payments was I informed of the technical issue!
4. I have email records of payment commitments made by Via which were not kept.
5. I had been misinformed that the refund for the cancellation in Nov., '19 had been held up because of the "Credit Shell" policy of the Airlines!
6. Your website also carried wrong information about the amount of refund. For the round-trip from Mumbai to Goa, the system prompted that I would get a refund of Rs. 29, 772/- (against the booking amount of Rs. 31, 772/-).
7. For the return (Goa to Mumbai), I had to personally follow-up with SpiceJet to arrange for the full amount of the refund - Via did not add any value in that process!
8. As a matter of good hygiene, after receipt of the refund from GoAir on around 16/Nov./19, Via should have informed me that a credit had been received against my cancellation and that I needed to log a cancellation ticket on Via's website to finally get my money back.
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