Consumer Redressal

I had booked a ticket for a connecting flight of British Airways from Bombay to Montgomery via London with British Airways' agent yatra.com (https://www.yatra.com/) vide Booking reference 2101210115920. British Airways had cancelled the flight on 11-2-2021. So, yatra.com rescheduled my travel on 13-2-2021 on Flight No.BA0138 vide Booking reference 6UMO5Z. Accordingly, I reached Chhatrapati Shivaji Maharaj International Airport on time. I had valid travel documents including a US VISA. However, British Airlines staff did not allow me to board the flight on the ground that I was travelling on Student VISA. While booking the ticket, I had given the details of my Indian Passport. Based on the information furnished by me, my ticket was confirmed. Under these circumstances, if there was a policy of the UK Government not to allow a non-US citizen to travel in a connecting flight of British Airways, British Airways/Yatra.com ought not to have confirmed my ticket. The fact that my ticket was confirmed by British Airlines/Yatra.com clearly shows that I was entitled to board on Flight No.BA0138 on 13-2-2021. However, I was not allowed to board the flight. Due to which, I could not reach my destination on time. The cancellation of the initial flight on 11-2-2021 and subsequent act of British Airlines staff not allowing me to board Flight No.BA0138 on 13-2-2021 not only caused me a great financial loss but also mental harassment. On enquiry, the customer care representative of Yatra.com told me that I am not entitled to get a full refund of my ticket and Rs.12,000/- will be deducted towards the cancellation charges as per the policy of British Airways. Let me make it clear that the cancellation of my ticket was not due to my fault, but because of the negligence and carelessness of British Airways in confirming my ticket against the so-called policy of UK Government. Deducting cancellation charges for no fault of mine would amount to add salt to my injury. So, I am entitled to a full refund of Rs.40,506/- without making any deduction towards the cancellation charges of my ticket (Booking reference 6UMO5Z).