Triple ticket

I would like to request Gulf News to share this issue with Air Arabia management to look into this matter.

On August 6, 2014, I was trying to book a ticket online from Delhi, India, to Sharjah for August 16 but due to some glitch on the Air Arabia portal, I was not getting a confirmation so I kept trying to book.

Later on, I found that there were three bookings confirmed, two bookings on August 16 and one booking for August 17. I immediately informed the local Air Arabia office about this issue in Delhi and a representative asked me to send an email with my credit card’s screenshot. I sent her all the details as requested.

Now, it’s been almost a month and I keep following up with them, sending many emails to the customer relations team in Sharjah but have received no reply. Later, on September 2, I found that they refunded the amount to my credit card after deduction of Dh179 as cancellation charges. The worst part is that when you ask their call centre, they have no answer and always direct us to send an email or call, which is useless.

I request Gulf News’ assistance in this regard.

From Mr Mohammed Aabid

Sharjah

 

The management of Air Arabia responds:

Duplicate online payments do happen occasionally and are mostly due to payment gateway errors or internet connection failure. However, this automated process ensures that any duplicate charges are fully refunded automatically to the customer’s account within a period of less than a month.

The reason Mr Aabid has been charged the modification fee of Dh179 is due to the fact that there has been a modification made to his flight details between 16 to 17 August.

We have checked our customer relations system and we could not find any record or email from Mr Aabid. Maybe he has hasn’t filed his case on our website. However, our customer relations team will contact him to discuss and solve the case.

 

Mr Aabid responds:

Yes! They sorted out this matter. I would like to thank Gulf News for escalating this issue.

 

(Process initiation: October 6, 2014. Response from organisation: October 22. Reader response: November 2.)

 

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.