Agoda review: Unilateral cancellation of flight and lack of resolution by agoda

Summary of Complaint:

On December 14, 2023, I received an email from Agoda acknowledging a cancellation request for my flight scheduled for December 26, 2023. The email claimed that I initiated the cancellation through the "Manage My Booking" function. However, I categorically deny confirming or authorizing this cancellation.

What I Believe to Be the Case:

During the same period, I had open communication with Agoda regarding a separate flight from Karachi to Doha on December 19, 2023. I explicitly requested not to cancel this flight, and Agoda promptly acknowledged and respected my request. It is my belief that due to a possible oversight or system error, the Agoda team mistakenly associated the communication about the December 19 flight with the December 26 reservation. This error led to the unilateral cancellation of the December 26 flight without my explicit consent, causing this entire episode. Unfortunately, Agoda has chosen to place the blame on me, despite the lack of evidence supporting their claim.

Key Points:

No Explicit Confirmation: At no point did I explicitly confirm or authorize the cancellation of my flight on December 26, 2023. There is no evidence of my explicit consent to cancel this reservation.

Discrepancy in Agoda Policy : Agoda provided an email acknowledging a cancellation request on December 14, 2023. However, this email did not seek or receive my explicit confirmation. In contrast, Agoda promptly respected my explicit communication regarding another flight on December 19, 2023, where I requested not to cancel. How is it possible that Agoda has a policy to confirm cancellation in one instance (the December 19 flight) and to directly cancel in another (December 26th flight)?

Request for Evidence: Throughout our correspondence, I have consistently requested evidence or documentation supporting the claim that I initiated the cancellation request through the "Manage My Booking" function on Agoda's account. Regrettably, such evidence has not been provided. This verifies my claim that the cancellation was done by Agoda itself, not me.

Resolution Requested:

I am seeking a thorough review of this situation, clear evidence supporting Agoda's claim, and a fair resolution to this matter. Specifically, I am requesting reimbursement for the additional expenses incurred due to the cancellation of my original flight as I had to extend one day in Doha and purchase a new return ticket at an increased cost in comparison to the original booking Agoda unilaterally cancelled.

New Flight Ticket (December 27, 2023): QAR 2472

Extended Hotel Stay (One Additional Day in Doha): QAR 148

Total Additional Expenses: QAR 2620

Deducting the refunded amount of QAR 1479.03:

Net Reimbursement Requested: QAR 1140.97

All necessary evidences attached.

Conclusion:

This experience has been highly distressing, and I am filing this complaint to bring attention to the lack of transparency and accountability in Agoda's cancellation process. I hope for a fair and swift resolution to this matter.

Thank you for your attention.

Fahad Paracha

azlan. [protected]@gmail.com

fahad. [protected]@gmail.com

+[protected]

+974-[protected]

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