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56%
2.81 

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Customer Care false promises
Jan 03, 2019 03:41 PM 6358 Views

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I had to rebook my flight from 02Jan to 04th Jan 2019 Delhi - Mumbai. I called on 02nd Jan the customer care executive quoted the difference in fare(2 different agents quoted same fare).


While making the payment through IVR the agent was unable to input the CRN. She attempted thrice( once after confirming with back office). Then finally promised that as she is unable to complete the CRN she will call back within 5 minutes. She did not do so.


I had to call back again and this time spoke to a Ms Divya.


She said fare has changed and I now need to pay the new higher fare. On my pointing out the previous agents promise of calling back - speciciall as I was prepared to pay the mentioned fare .


Divya said that that she is not able to confirm what the previous agent had mentioned - without hearing the voice recordings. And that is possible only after 24 hours.


I was compelled to pay the higher fare which I did upon Divyas promise of checking the recording(and mailing me a copy)


At this time I did express my concern on false promises and requested for a mail promising the voice recording. Divya said that sending out mails was not in her domian and no supervisor/manager/Director or even owner could send me a promise in mail.


As expected, now even after 24 hours I am waiting for the recording simply so I may take this issue further to consumer court.


I was ready to pay - the provider CRN was not working - the agent did not call back as promised.


I was compelled to pay higher fare.


I request any senior staff to look into this and send me a voice recording of my conversations


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