Consumer Redressal

Air ticket booked on 21.1.20 through Yata.com (Traven Agent) for return journey on 30.6.20 from Cochin to New Delhi vide Booking ID 2101064190119 and PNR U8H8JF. Airline is : Spicejet and the amount paid Rs.17658/-. Two travelers are sr. citizens(69 yrs heart patient and 61 yrs. diabetic. Onward journey could not be taken place due to covid-19 lockdown in May, 2020 and the alarming situation in Delhi during June, we were not in a position to leave from Delhi. We have requested the travel agent Yatra.com, through which we have booked the air ticket,to postpone/reschedule the return journey on 30.6.20 with a copy to Spicejet, the airline. Yatra.com vide their msg.dt.27.6.20 informed that #your flight with spicejet has been cancelled by the airline and the entire amount has been protected in the form of a credit shell for future bookings. The credit shell is valid till 31st March, 2021#(copy pasted). On 30.6.20, spicejet informed that #you never reported at the counter as a result of which the ticket was declared as No Show. As per spicejet policy the amount on a No Show, only staturoty taxes will be refunded#(copy attached),.I am trying to book the flight ticket through Credit Shell but till date not materialized and as such I started making complaints against the airline and the travel agent but both the parties are not responding to my request. Airline says that they are not responsible for the cancellation of the flight ticket and asked to approach yatra.com, the travel agent to solve the problem. Yatra.com says unless the funds are released by airline they are not in a position to consider my request. They repeatedly asking me to contact airline for release of funds but the airline is fully reluctant to hear the grievance of customer. In my opinion all the transaction like cancellation, refund etc. are done by the travel agents of respective airline and in the present case how airline is denying the genuine request of the customer. How it is possible that without the consultation of airline, travel agent took the decision of cancellation of flight. This is a serious lapse on the part of travel agent and full responsibility for the negligence on the part of Yatra.com may be fixed. Your kind indulgence in this case is highly appreciated and help the poor customer for either refund of the total amount or allow us to book the flight ticket through credit shell as suggested by yatra.com. Thank you very much, sir.