Help needed to file a consumer complaint online

[Avatar Aang]

I had done a flight ticket booking worth 60K using DCB on Balmer Lawrie website. The payment failed and it did not show any transaction ID. However the transaction was posted on my card. It's been almost 4 months I have been following up with Balmer Lawrie for refund. They have sent me a mail that refund will be credited in 3 days but almost 15 days have passed and I have not received the refund.

Can anyone guide how to file a consumer complaint online on edaakhil? How much compensation should I seek?

PS: I've watched some youtube videos but they are not helpful.

 

[Dexter384]

edaakhil is not at all public friendly, no online service for the same, better to go and file in your district consumer court with a lawyer, sadly that's the only way, I have been there at your situation

 

[Avatar Aang]

edaakhil is not at all public friendly, no online service for the same, better to go and file in your district consumer court with a lawyer, sadly that's the only way, I have been there at your situation

Okay. How much do the lawyers charge for these type of complaints?

 

[Dexter384]

Depends, 1k to 10k to draft and file

 

[Dexter384]

Hearing per appearance extra

 

[Avatar Aang]

Okay. But how much compensation should I expect? If the verdict is in my favour will the court ask the respondent to compensate for the legal charges??

 

[Dexter384]

It all depends, I am do not have expertise. Pls consult lawyer

 

[Avatar Aang]

Okay. Thanks for the replies buddy.

 

[Dexter384]

One quick suggestion would be, sending your complaint through post card stating it as last notice before legal action to registered office address and get acknowledgement receipt, use that to file case based on that, in my case it got resolved after sending letter very soon after

 

[xman]

edaakhil is not at all public friendly, no online service for the same, better to go and file in your district consumer court with a lawyer, sadly that's the only way, I have been there at your situation

no bro its same as online and offline, online is more friendly but before that conumer helpline and from bank end they will resolve issue @Avatar Aang

 

[Avatar Aang]

no bro its same as online and offline, online is more friendly but before that conumer helpline and from bank end they will resolve issue @Avatar Aang

Already filed a complaint at NCH. It has solved all my issue until this one.

 

[xman]

Already filed a complaint at NCH. It has solved all my issue until this one.

ohh ask bank that they didn't provide service for this particular payment

 

[Avatar Aang]

Update:

So finally today I came to know about the actual case.

This is the chronology
Day 0 (15th April 2024): I tried to book Mumbai to Frankfurt ticket on Balmer Lawrie app. The transaction failed once and once it did not show anything. I checked in the transaction history it did not show any ticket. After that I booked Multi city ticket (BOM-FRA and Paris to BOM) on MMT. The ticket was generated instantly.

Day 1: I got the refund for the failed transaction from balmer Lawrie.

Approx 24 days passed and I took the flight from BOM to FRA and enjoyed the my tour.

Day 41: I reached CDG airport for my return flight. There I was denied boarding pass stating that the ticket is locked by the airline. After a lot of hassle one of the Vistara guy helped me to unlock the ticket and I reached back Mumbai. Apparantly they told me that the ticket from BOM to FRA was a no show and hence the return ticket was blocked.

Many days passed and I did not received the refund from balmer Lawrie nor their app showed anything. It showed only one booking ID. I talked to customer care and they told me that there was only one booking for which refund has already been initiated and they can't find the second transaction ID.

After a lot of mail exchange balmer Lawrie agreed to refund and they again sent me the refund details which they processed on Day 1. I sent them my credit card statement and told them that there were two transactions and I have already received the refund for one of the transaction however I haven't received the transaction for the second transaction. To my surprise today they have sent me the confirmed ticket for BOM to FRA. I seriously did not expect this. I immediately replied them that both the transactions have failed and afterwards I had booked a multicity flight ticket on MMT.
I also attached the ticket and mail from MMT.

Meanwhile the no show ticket problem struck in my mind and I checked the ticket details for my CV points. To my surprise the ticket details of the CV points i.e. the actual journey taken from BOM to FRA matches the ticket details of balmer Lawrie.

I kept thinking how was that possible as at the time of check-in I had showed my MMT ticket as I did not have any ticket details from balmer Lawrie.

Now technically I have travelled on ticket issued by balmer Lawrie and the MMT was no show hence both of them will deny the refund for ticket.

IMO this is a mistake on Vistara side as they shouldn't have allowed 2 different ticket bookings for a single passport number.
This happened because while checking in they swiped my passport on the machine to check the Visa details in which both of the (Balmer Lawrie and MMT) PNR showed up and the attendant selected the balmer Lawrie PNR.


Now in this scenario, accordong to you, who should refund the amount? What is my best bet the get the refund?

 

[Avatar Aang]

Please tag any legal experts @TechnoFino @SSV @anirban.choudhury

 

[SSV]

Update:

So finally today I came to know about the actual case.

This is the chronology
Day 0 (15th April 2024): I tried to book Mumbai to Frankfurt ticket on Balmer Lawrie app. The transaction failed once and once it did not show anything. I checked in the transaction history it did not show any ticket. After that I booked Multi city ticket (BOM-FRA and Paris to BOM) on MMT. The ticket was generated instantly.

Day 1: I got the refund for the failed transaction from balmer Lawrie.

Approx 24 days passed and I took the flight from BOM to FRA and enjoyed the my tour.

Day 41: I reached CDG airport for my return flight. There I was denied boarding pass stating that the ticket is locked by the airline. After a lot of hassle one of the Vistara guy helped me to unlock the ticket and I reached back Mumbai. Apparantly they told me that the ticket from BOM to FRA was a no show and hence the return ticket was blocked.

Many days passed and I did not received the refund from balmer Lawrie nor their app showed anything. It showed only one booking ID. I talked to customer care and they told me that there was only one booking for which refund has already been initiated and they can't find the second transaction ID.

After a lot of mail exchange balmer Lawrie agreed to refund and they again sent me the refund details which they processed on Day 1. I sent them my credit card statement and told them that there were two transactions and I have already received the refund for one of the transaction however I haven't received the transaction for the second transaction. To my surprise today they have sent me the confirmed ticket for BOM to FRA. I seriously did not expect this. I immediately replied them that both the transactions have failed and afterwards I had booked a multicity flight ticket on MMT.
I also attached the ticket and mail from MMT.

Meanwhile the no show ticket problem struck in my mind and I checked the ticket details for my CV points. To my surprise the ticket details of the CV points i.e. the actual journey taken from BOM to FRA matches the ticket details of balmer Lawrie.

I kept thinking how was that possible as at the time of check-in I had showed my MMT ticket as I did not have any ticket details from balmer Lawrie.

Now technically I have travelled on ticket issued by balmer Lawrie and the MMT was no show hence both of them will deny the refund for ticket.

IMO this is a mistake on Vistara side as they shouldn't have allowed 2 different ticket bookings for a single passport number.
This happened because while checking in they swiped my passport on the machine to check the Visa details in which both of the (Balmer Lawrie and MMT) PNR showed up and the attendant selected the balmer Lawrie PNR.


Now in this scenario, accordong to you, who should refund the amount? What is my best bet the get the refund?

Please tag any legal experts @TechnoFino @SSV @anirban.choudhury

I am not an expert in this.
My view,
If you go legal route, you will be spending way more in money and wasting much valuable time and energy.

Solution:
Approach all the three parties, the app, the airlines and the bank and explain the same story and hope one of them resolves your issue..

 

[xman]

Update:

So finally today I came to know about the actual case.

This is the chronology
Day 0 (15th April 2024): I tried to book Mumbai to Frankfurt ticket on Balmer Lawrie app. The transaction failed once and once it did not show anything. I checked in the transaction history it did not show any ticket. After that I booked Multi city ticket (BOM-FRA and Paris to BOM) on MMT. The ticket was generated instantly.

Day 1: I got the refund for the failed transaction from balmer Lawrie.

Approx 24 days passed and I took the flight from BOM to FRA and enjoyed the my tour.

Day 41: I reached CDG airport for my return flight. There I was denied boarding pass stating that the ticket is locked by the airline. After a lot of hassle one of the Vistara guy helped me to unlock the ticket and I reached back Mumbai. Apparantly they told me that the ticket from BOM to FRA was a no show and hence the return ticket was blocked.

Many days passed and I did not received the refund from balmer Lawrie nor their app showed anything. It showed only one booking ID. I talked to customer care and they told me that there was only one booking for which refund has already been initiated and they can't find the second transaction ID.

After a lot of mail exchange balmer Lawrie agreed to refund and they again sent me the refund details which they processed on Day 1. I sent them my credit card statement and told them that there were two transactions and I have already received the refund for one of the transaction however I haven't received the transaction for the second transaction. To my surprise today they have sent me the confirmed ticket for BOM to FRA. I seriously did not expect this. I immediately replied them that both the transactions have failed and afterwards I had booked a multicity flight ticket on MMT.
I also attached the ticket and mail from MMT.

Meanwhile the no show ticket problem struck in my mind and I checked the ticket details for my CV points. To my surprise the ticket details of the CV points i.e. the actual journey taken from BOM to FRA matches the ticket details of balmer Lawrie.

I kept thinking how was that possible as at the time of check-in I had showed my MMT ticket as I did not have any ticket details from balmer Lawrie.

Now technically I have travelled on ticket issued by balmer Lawrie and the MMT was no show hence both of them will deny the refund for ticket.

IMO this is a mistake on Vistara side as they shouldn't have allowed 2 different ticket bookings for a single passport number.
This happened because while checking in they swiped my passport on the machine to check the Visa details in which both of the (Balmer Lawrie and MMT) PNR showed up and the attendant selected the balmer Lawrie PNR.


Now in this scenario, accordong to you, who should refund the amount? What is my best bet the get the refund?

Balmer Lawrie is responsible since u don't get ticket confirmation on time and I think u have screenshot of failed transition and get transition id from bank, even airline didn't send u any confirmation regarding Balmer Lawrie ticket u may also ask them

 

[Avatar Aang]

Balmer Lawrie is responsible since u don't get ticket confirmation on time and I think u have screenshot of failed transition and get transition id from bank, even airline didn't send u any confirmation regarding Balmer Lawrie ticket u may also ask them

Yes. It would have been easier to get refund had the Balmer Lawrie PNR been No show. Now balmer Lawrie will contest that since I have travelled on the ticket they don't owe me a refund. Similarly MMT will also state that it's not their fault that their PNR was marked no show and they will also deny the refund.

IMO vistara should owe me the refund for 2 reasons. First is they shouldn't have allowed two bookings for a single passport. Vistara could have also intimated me about the duplicate ticket and as I had both the tickets fully refundable I could have cancelled any one of them well in time. Second is I only showed the MMT PNR to the attendant. How can she just overlook the PNR and use the PNR showed in system. Due to this error I was also strangeled at the Paris Airport.

 

[deep@vie]

Yes. It would have been easier to get refund had the Balmer Lawrie PNR been No show. Now balmer Lawrie will contest that since I have travelled on the ticket they don't owe me a refund. Similarly MMT will also state that it's not their fault that their PNR was marked no show and they will also deny the refund.

IMO vistara should owe me the refund for 2 reasons. First is they shouldn't have allowed two bookings for a single passport. Vistara could have also intimated me about the duplicate ticket and as I had both the tickets fully refundable I could have cancelled any one of them well in time. Second is I only showed the MMT PNR to the attendant. How can she just overlook the PNR and use the PNR showed in system. Due to this error I was also strangeled at the Paris Airport.

File a lawsuit against Vistara.

 

[Avatar Aang]

That's the last resort IMO. Will take up the matter with vistara CC first. And escalate to DGCA.

 

[TechnoFinoTechnoFino is verified member.]

I suggest you first file a chargeback claim against Balmer Lawrie, as they should have confirmed the flight ticket status with you. If you lose the chargeback, you can then file a consumer court case offline by visiting your local or district court.