1. My mother Mrs. Rajeshwari was scheduled to travel from Hyderabad to Dibrugarh on 27th Sep 2014 and had purchased Jet airways tickets from Yatra.com by paying a total amount of Rs.9777/- (Nine thousand seven hundred and seventy seven only). Details provided below: Jet airways PNR number: CXDSUI Jet airways ticket number: 5455897356 Yatra.com Booking Reference number: 31081444064 Flight no. 9W-646: Hyderabad – Delhi. Flight no. 9W-7079: Delhi to Dibrugarh 2. Jet airways had cancelled Flight no. 9W-646 from Hyderabad – Delhi on 26th Sep 2014 citing technical reasons. I had called jet airways call center and they had confirmed that the flight had been cancelled. 3. I then called Yatra.com on 26th Sep 2014, the Yatra.com representative call center agent conferenced the Jet airways agent (Mr.Vijayender). It was not possible for the passenger to board the Delhi to Dibrugarh flight as the Hyderabad to Delhi flight was cancelled, so enquired the Jet airways agent regarding the alternatives. As per the jet airways agent, other flights were full, so he assured that if I cancelled both the flights, a full refund of Rs.9777/- (Nine thousand seven hundred and seventy seven only) would be processed. Yatra.com representative was on the call and had recorded the same in their system. 4. I had agreed to cancel both the flights (9W-646 and 9W-7079), as jet airways agent confirmed that I was eligible for a full refund because jet airways had cancelled the first flight and hence passenger cannot board the second connecting flight. I had agreed for a full refund and Yatra.com agent too confirmed that I will get full refund of Rs.9777/-. Yatra.com made a note in their system that Jet airways confirmed a full refund. Finished the call. 5. Followed up my request for refund through email, sent to info@jetairways.com and copied support@yatra.com. 6. Called Yatra.com on 27th Sep to check the status of the refund. Yatra.com conferenced jet airways agent. Jet airways agent updated the following a. Flight no. 9W-646: had been cancelled and refund will be processed. b. Flight no. 9W-7079: Even after request from the passenger to cancel the ticket, it had NOT been cancelled. The ticket was rescheduled by Jet airways staff named Mr. Abhijit at Hyderabad airport without passenger’s permission or without informing the passenger. No information was received by the passenger regarding the Reschedule at that point or till now. 7. I asked the jet airways agent, how a ticket can be rescheduled without informing or requesting the passenger. He had no answer, and promised to revert within 48 hours. No call received after 48 hours. 8. Multiple calls to Yatra.com resulted in no solution as they had updated me that they had written to the jet airways and were awaiting a response from them. 9. On 8th September received a refund of Rs 3,326 from Yatra.com instead of Rs. 9777.

1. Jet airways had cancelled the flight and hence should refund the full ticket value of Rs. 9777 as agreed by their agent. 2. An additional compensation of Rs.50,000 (Fifty thousand only) towards mental harassment to a 54 year old lady suffering from diabetes.

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