Rahul T.
Won't provide Airlines refund to the passenger
The Airline has provided clear guidelines that all refunds are carried out in about 21 days. Firstly, Farescan refused Refunds stating this national carrier does not refund. I found the Airline's Refund policy on the Airlines website, I sent FareScan a snapshot. It clearly stated they were fully refunding all passengers and that those who booked via agents should work with the agents. They shot back a reply stating they've raised a request for Refund stating "Air India refund is restricted. Once airline release refund then we will able to process as of now request is on hold." This is after months of follow up. When I asked them to provide some evidence ( Support request ) of their request for refunds, there was no reply. So when I called up their customer support, "Brett" tells me off there is no such number. The tone is rude and abrasive. The Airline is consistent - If I can provide them a Refund Request Number, they would process refund and even update me on the status. Farescan will not provide the Refund Request Number. The airlines confirmed there is no refund request raised against my ticket number. Oh ya, and there's this deadline before which I need to rebook tickets via farescan else " We can't say what might happen to your ticket. The airlines could file for insolvency etc. We can't help you much." I'm pursuing this further with the concerned authorities unless farescan comes through in the next 2 days with the refunds. And by the way, according to them, the Airlines is wrong and FareScan is always right. How do they know this? Because, according to them, I am not the only person waiting for the refund. People who'd requested refunds even before me are still waiting, why was I being so difficult? And ya, so what if I didn't get a reply to one email to Farescan. I should be trying again. Afterall everybody is busy. "Like get off the phone and do it now".
Response from FareScanFeb 3, 2021
Dear customer, We regret the inconvenience caused to you. Please be informed that Air India is not providing any refunds as of now. However, as airlines keep updating their policies, we are closely in touch with them and the moment they open the option for refund, we will expedite the same. You are requested to allow us sometime to work with the airline and get the refund processed. However, we are completely dependent upon the airline for the refund. Further more, we also request you to send an email directly to the airline copied to us and help us in our effort. We appreciate your patience and understanding. Thank You, Farescan