I booked a ticket on April 18 with Air Arabia, from Sharjah to Coimbatore, India.

As per their cancellation rules, it is stated: “Reservations must be modified or cancelled at least 24 hours before local scheduled flight departure time, by calling our Air Arabia Call Centre or by contacting Air Arabia Sales Centres or Appointed Travel Agents in the respective region. Flight changes are subject to a modification fee plus any difference in fare between the initial booking and the modified booking. A fee of Dh160 (or equivalent) per passenger, per sector will be applicable.”

Air Arabia does not have a refund policy once the booking is paid for. Should a passenger cancel a flight at least 72 hours prior to the scheduled departure time, a cancellation fee of Dh150 (or equivalent) is applicable, or if the cancellation is done within 72 hours prior to the scheduled departure time, a cancellation fee of Dh200 (or equivalent) is charged per passenger, per sector.

Air Arabia also retains the remaining amount as credit towards a future flight, which can be used for travel within one year from the date of payment by the same passenger only.

Due to some unavoidable reasons, I had to change my travel date and I called Air Arabia’s customer service centre on April 29, at around 7.30am, to cancel my ticket. However, the agent informed me that it was not possible to do so, as the flight departure time was within 24 hours only. Then, may I know why there is a provision that within 72 hours, “cancellation fee is Dh200”?

I request Gulf News to kindly take up this issue with Air Arabia, so that they can consider my cancellation request and refund the amount due.

From Mr Sunil Madhavan, Dubai

The management of Air Arabia responds:

Our modification and cancellation policy is very clear and well explained in Mr Madhavan’s letter. Cancellation should be done before 24 hours of the locally scheduled departure time. If there is anything else we can help with, please do let us know.

Mr Madhavan responds:

Thanks for the reply.

I think the text of their cancellation policy should be re-worded by Air Arabia. Let this be made more clear.

My humble suggestion is that Air Arabia change the line to: “If the cancellation is done within 72 hours prior to 24 hours of the scheduled departure time, a cancellation fee of Dh200 (or equivalent) will be charged per passenger, per sector.”

I hope Air Arabia now understands the matter.

Air Arabia responds:

The complainant’s feedback is well-received. Thank you.

(Process initiation: May 12. Response from organisation: May 25. Response from reader: June 8.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.