Bravofly review: Air ticket booking/cancellation and refund amount

Dear Sir/Madam,

I am writing to express my dissatisfaction with the service provided by your company, Bravofly, in relation to the booking and subsequent cancellation of my flight tickets.

On November 17, 2023, I booked four tickets for a flight from Abu Dhabi to Delhi on Etihad Airways Flight EY0224, and Booking ID [protected]. The total amount paid for these tickets was INR 26,992.13.

Upon realizing that these were cabin luggage only tickets and that check-in luggage was not included, I contacted your company to inquire about the charges for upgrading the tickets to include check-in luggage. The cost of upgrading was quoted as GBP 1,980 (equivalent to INR 201,168), which was approximately ten times the price of the original tickets. Given this exorbitant cost, I decided to cancel the tickets.

I was informed that only the base fare would be deducted and all taxes would be refunded as per airline rules. I agreed to this and proceeded with the cancellation. On September 18, 2023, I received an email confirming that the ticket had been cancelled and that my refund was being processed.

On September 23, 2023, I received another email from your company asking how I would like to receive my refund. Unaware of the implications, I selected the first option presented which was a travel credit option for an amount of INR 11,725.84.

Later that day, I received an email stating that a refund had been processed for an amount of INR 10,835.84 as travel credit valid for one year. Additionally, a gift voucher of INR 890 valid for one year was given.

As I did not have any other travel plans at that time, I requested Bravofly to refund me in my original payment method instead of providing a travel voucher. In response to this request, I received an email from Bravofly on September 27, 2023 stating that my refund had been processed and the refund amount was INR 886.15.

To my surprise, it appeared that Bravofly had refunded me a voucher of INR 886 against INR 890 but had forgotten to refund INR 10,835. Upon contacting your customer service again, I was informed that I was only entitled to a refund of INR 884 due to handling charges of GBP 35 per passenger.

These handling charges were never explained to me at any point during this process. When I requested again for the amount to be transferred as travel credit, I was told that this was not possible.

As a result of these actions by your company, out of the original amount of INR 26,992 paid for the tickets, only a refund of INR 886 has been given. The rest appears to have been withheld by Bravofly without any clear explanation provided to me as a customer.

I am deeply dissatisfied with this situation and am considering raising this issue on social media platforms advising others not to book anything through Bravofly due to this experience.

Furthermore, I am contemplating sending a legal notice to Bravofly regarding what appears to be deceptive practices without informing customers adequately.

I humbly request you once again to please return my money after deducting any legally applicable charges as per airline rules. I believe it is my right as a customer to receive my remaining money back. Such practices will not be tolerated.

Thank you for your attention to this matter.