On 13.05.22, I had booked a flight ticket online through the site Travolook for my son to travel from Delhi where he studies to our hometown Trivandrum and back. The cost of the ticket was ₹20,431which was paid by HDFC bank credit card ending 3818. Initially I got a confirmation that the payment was successful and ticket was booked.

After a few hours my son got an email and a service call from Travolook customer care number (+[Protected]) that the 'booking is cancelled' (REF[Protected]) and a refund of the payment would be initiated and made into the source account (screenshot attached). I had to then book another ticket through a different website at a higher price for his travel.

But even after waiting for over 2 weeks no refund was received and so I called their customer care number. The reply was that 'they understand my concern involving hard-earned money and the reason for the delay was some technical problem at their end which has been sorted out just a day back and that the refund is being released and will be credited within 7 days.' Also the executive assured that 'you don't have to do anything further from your side '.

Despite waiting for another couple of weeks nothing happened. Repeated calls to their customer service numbers were met with exactly the same response (of technical problem sorted out a day back and refund released)!
When it was told that it has been a couple of months now and nothing is happening and they are continuing with the same excuse the executive asked me to send a mail to the company which I did on 31.08.22 and I got a reply from them regretting the inconvenience and that refund would be made soon. Further calls and email reminders are gave the same old responses without any sign towards refunding the amount.

It has been about 4 months and I have not received the amount. Further mails from me have not been replied to. The customer care numbers are mostly engaged. One time they said their system shows that the refund had been released from their end and it may be an issue at my end. The executive seemed to have no interest to listen to me and the call was disconnected.

I believe that the website has cheated me on multiple counts - by effecting a booking and taking the payment, then cancelling, delaying refund, making same excuses of technical problem and not responding despite repeated calls and emails. The site seems to be cheating me and may have similarly cheated many others.
Kindly help me to get my money back and take appropriate action against such fraudulent practices.

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