This is with reference to my tickets booked from New Delhi to Bangalore flight on JetLite (flight no. - S2 121) for 18/11/2007.
The flight departure from delhi was at 7:10 AM and flight arrival at Bangalore was 9:45 AM. My Booking reference is EZR-[protected]/A and PNR number is R5KCV2.
I had booked the tickets on 22nd October 2007 and had made a payment through ICICI credit card amounting to Rs. 3662/-. The same has been debited from my account.
I was sent an e-ticket from their end and when I reached the airport to get my boarding pass. The Jetlite staff brought to my attention that there had been no booking made by ezeego against my name. I came to know about this at 7:00Am with only 10 minutes to go for the flight. As a result, I could not board the flight.
When I tried reaching them over their customer care number, first of all I had to wait well over half an hour to get across to someone. Finally when I did manage to get through, a lady named Bhavya, I brought the issue to her attention. And over the next half an hour, while i was stranded at the airport, Bhavya had no answer to my complaints. Whenever I asked her why were my tickets not booked when the money had been taken or why nobody had cared to inform me. all I got in response was silence and another set of "just hold". She told me that ezeego could book me on an alternate flight at 11:10 AM via Indigo, and would also incur the entire cost of the new flight I told her to call me back at sharp 20 minutes (by 8:20 AM) so that meanwhile could reschedule my commitments in bangalore. she promised and said "I could trust ezeego on the same". But I did not get any call back. For the next 3 hours I was standing outside Airport waiting for a response from you guys and also frantically trying to reach your call center guys. Meanwhile my wife spoke to another of your call center person, Shweta, she assured that i would be given the indigo tickets and would be contacted on my cell within 5 mins. I never received that call also. Then I finally, after another round of 30 minute holding period, managed to reach first Vijeta and then Bhayva. She first said " we are investigating the issue" then she put me on hold. Then she told me that all the tickets booked on Jetlite (booking date: 22nd October) were cancelled as Jetlite had cancelled the flight. then again I was put on hold. After that she told me that everybody had been refunded but why I was not refunded was something she has no idea about as the people responsible for it were on leave for the day. But I could book the tickets with any flight and I would be refunded back in totality". When I asked her to send me a mail stating that the refund would be given she again put me on hold. Then she got back saying she had no authority and could not confirm anything to me and would require 24 hours to give any response on it. She said that I should meanwhile fax her the new ticket that I would be booking. But no assurance on refund.
After that Bhavya called up my wife and told her that Jetlite had cancelled the flight S2 121. When I double checked with Jetlite staff, they assured me and confirmed to me that S2 121 was not cancelled as claimed by Bhavya but was just renamed to S2 231.
At the end of the day, I have no tickets, my money is with them, i have missed my flight, I was stranded at the airport for hours and I am facing embarrassment in front of my business associates. This is a pure case of fraud and I would not take this lying down. I am going to take legal action against them. I would be filing a police complaint for fraud and cheating against their top management. And I would also like to make a special mention about their customer care representatives Shweta and Bhavya in the FIR.
I have all the documentary evidence to prove that it is a case of fraud. I have my bank account statement, I have your email records, recorded excerpts of my interaction with Bhavya, my mobile and landline records to prove that this is a case of fraud.