Consumer Redressal

Dear Sir / Madam, I write in desperation as I have been stonewalled by Malaysian Airlines regarding refund of bookings done for my family for tickets to travel in June 2020 to Kota Kinabalu. Had made bookings for my extended family to travel to Kotakinabalu from Mumbai. I had in fact don the bookings directly on the Malaysia Airlines website under the Flex Fare category which allowed a Refund option. I am enclosing screenshots taken at time of booking on the website which clearly show the fare option taken and the benefits under the chosen fare. I have written to Malaysian Airlines but as yet after more than a month they have not responded to my emails. Further they at present are only offering travel credit vouchers valid for booking by 31 Dec 2020 for travel by 30 June 2021. From the above list 4 passengers are senior / super senior citizens so they may not want to travel in the foreseeable future considering the covid related risks involved. In the current scenario I appreciate that it may not be possible for issuing the refund immediately but flatly stonewalling and refusing to refund a refundable fare is a gross violation of consumer rights. Few of our family members who had booked the same sector via Singapore Airlines have been offered a refund after deducting processing charges of approx 5000 Indian Rupees per ticket. I sincerely urge you to mediate and bring this matter to a just resolution and have the refunds processed.