I need your attention on my refund issues. I booked a flight from Birmingham UK to Chennai India on November 1st. I was denied boarding from the emirates. I will list out how things happened.
1. I tried to check-in 3 hours earlier in Birmingham UK airport
2. I provided the booking details
3. Upon checking by the airline authority they said as follows “ the flight from UK to DUBAI and flight from Dubai to Chennai is booked as two separate tickets and they don’t have the connecting flight information as a part of the Dubai ticket so I can’t board the plane.( I know that there are two different tickets but the issue they raised here is since we don’t have the connecting flight information as a part of the emirate tickets they are considering as two separate tickets. let say in the other word if they have the connecting information they will let me board and travel to India )
They clearly stated as follows by one of the airline officials in the counter ( I am using the exact phrase as they said ) “ This is clearly an agent ticketing issue and they should have the connecting flight information as a part of the ticket to Dubai “. And they also said they can’t add the indigo airlines ticket information since they tried to put that connecting flight information and the system didn’t accept it.
So with that situation, they had given me two options,
• Option 1-Either I should fly as going to Dubai ( forget about you are going to India )with a valid Dubai visa or UK residency card but they are not accepting the UK visa
• Option 2- Or I can amend the ticket by calling your airlines and updating the connecting flight information as a part of the emirates tickets so that I don’t need a visa and Emirates will consider me as like I am going to India .but your team said they can’t do it on the call. Hence I made a cancelation request and dropped the call.
So what is my option here?
I don’t have a UK residency permit card so I lost the first option
The second option I called OPODO and I was with them on the call for more than 30 minutes and explained the situation. His name is Varun from customer service. He knew what was going on and said that he will help me with the refund.
So I called today for a refund and some of your customer executives are claiming me they can’t refund me the amount since it’s not your company’s fault.
So kindly answer my question :
1. So is this whose responsibility to pass on the connecting flight information to airline?
2. Why am I denied getting my hard-earned money because of your company mistakes?
3. When your executive was on a call with me ( VARUN ) he understands everything and assured me that he will help me with the refund. How come suddenly I am being denied for my hard-earned money.
4. I am not settled down in UK . so I need not to have UK permanent residency. I am going to my home country with a valid passport and a valid UK visa. But it’s just that I was denied and they asked me UK residency card because they said they can’t board me because I am going to Dubai as per their records and India Is not in the picture here.
Your process was not aligned and put customer life under stress. I was supposed to receive compensation for the losses incurred but I was even denied getting my basic rights on the refund. In what case is it ok to do such a thing which is out of no professionalism and making customers idiots.
Kindly escalate this issue and help me get my refund asap .
Thanks ,
