- Bogus Refund Procedure from Yatra com ^{Offered Resolution}

Sriram filed this complaint against Yatra.com on Jun 10, 2020

My name is Sriram. I am an Indian Citizen.
I planned for a holiday trip to Malaysia and for that I booked the flights via different travel agencies viz. Make my trip, Yatra, Go-Ibibio. All my travels dates were between April ** – April **
During the month of March this corona pandemic rose to headlines and because of which our government restricted the travel irrespective of whether passengers are willing to travel or not.
All services were cancelled by airlines and Malaysian government prohibited the tourists entering their country.
I have spent INR ***** INR though Yatra and booked Air Asia flight.
Please Note (Air Asia suspended all its services) and for getting the refund we contacted Yatra. The amount paid by me though Yatra is ***** (Ref-No: *************) (Attachment -yatra_ticket)
I got an email from Air Asia stating that the amount they received as part of ticket far is ***** INR will completely be processed so that I can claim from Yatra (Attachment - Air_asia_refund)
Dubious cancellation procedure by Yatra (Deducting convenience fee /Transaction charges)
They promised the full refund (when I asked them to open a service request for refund) on March ****. (Attachment - yatra_full_refund)
Now they are denying refunding the full money to my bank account (without my consent they sent it to e-money wallet) (Attachment - Yatra_cancellation)
 They have charged * K ( approx.) saying that it is cancellation charge ( for Airline cancelled flight) .I never agreed for this and without my consent they Yatra has processed the refund ( very clever)
My charges on Yatra:
Ministry of grievances cascaded a circular that full refund must be provided in case of service cancellation due to corona pandemic (Full refund - without any deduction) (Attachment - COVID-**-OMtoCentralMininitriesDeptts)
 I need full refund and also the compensation charges for the inconvenience/mental stress /tension caused due to this problem
 I need the full amount to be refunded to my bank account
 There is no one to contact (even ** % staffing is not deployed for voice support ) instead they are providing only mail service which is very tedious and makes the process complicated
***** I received full refund from another Travel agency but Yatra cheats ******
 First of all the Malaysia hotel which we booked agreed for full refund (without any penalty/transaction/any charges for the sake though it is non-refundable hotel) we felt very satisfied – ( Attachment - travelodge_refund)
 Indigo flight we booked was cancelled by airlines and Indigo ( booked via Make my trip) provided the full refund without any deduction ( transaction /convenience fee)

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