- Refund of cancelled ticket ^{Offered Resolution}

Ameya Pavaskar filed this complaint against Yatra.com on May 18, 2021

I had booked a ticket for a connecting flight of British Airways from Bombay to Montgomery via London with British Airways' agent yatra.com (https://www.yatra.com/) vide Booking reference *************. British Airways had cancelled the flight on **-*-****. So, yatra.com rescheduled my travel on **-*-**** on Flight No.BA**** vide Booking reference *UMO*Z. Accordingly, I reached Chhatrapati Shivaji Maharaj International Airport on time. I had valid travel documents including a US VISA. However, the British Airlines staff did not allow me to board the flight. So, I requested Yatra.com for a refund of my unused ticket. Yatra.com vide email dated ** March ****had intimated to me that the total cancellation charges would be Rs.*****/- including the Airlines Cancellation Penalty of Rs.****/-. However, Yatra.com vide the email dated **th May ****, Yatra.com intimated to me that the Airlines Cancellation Penalty would be Rs.*****.**/- and the total cancellation charges would be Rs.**,***.**Ps. I, therefore, vide email dated **th May **** sought clarification from Yatra.com about the variance in the cancellation fees stated in the email dated ** March **** and **th May ****. Yatra.com vide the email dated **th May **** intimated to me that the Airline Penalty would be Rs.****/- and the total cancellation charges would be Rs.*****/- Yatra.com is thus, taking a contrary stand to defraud me of my money. Yatra.com wants to earn money both at the time of booking and cancellation of the ticket in the name of Service Fee and Convenience Fee.

Yatra.com vide email dated *th April **** had intimated to me that I have an option to utilize the value of the ticket towards the purchase of a new ticket on American for travel to begin within one year of the original ticket issuance date. So, I vide email dated **th April **** requested Yatra.com to help me book a return ticket from the value of the unused ticket. However, Yatra.com vide email dated *th May **** asked me to contact the Airlines. Whereas, British Airways Customer Relation vide the email dated **-*-**** had intimated to me that Yatra.com is the owner of my reservation and is responsible for helping me before or during my journey, as part of my contract with Yatra.com. This should include making any changes I need, correcting a ticket if there's a spelling mistake in a name, or cancelling my tickets if I am unable to travel, as well as providing other travel advice and adding service requests, and called upon me to contact Yatra.com regarding the refund of your unused ticket. Thus, both Yatra.com and British Airways have been passing the buck to one another. So, I request that strict action may please be taken against Yatra.com for committing a breach of the contract.

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