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Submit your complaint →Karun Shingari, MBBS, MD, raises a consumer complaint against IndiGo and Cleartrip after his pregnant wife, diagnosed with an ovarian cyst, was unable to travel. Despite multiple reminders, a refund of ₹28,387 remains pending.
Complaint Summary
| Details | Information |
|---|---|
| Complainant Name | Karun Shingari |
| Not disclosed | |
| Not disclosed | |
| Complaint Type | Refund Denied / Deficiency in Service |
| Company/Brand | IndiGo (InterGlobe Aviation Ltd) & Cleartrip |
| Product/Service | Flight booking refund |
| Order No / Service No | Not disclosed |
| Issue Description | Refund of ₹28,387 denied despite medical emergency (pregnant wife with ovarian cyst unable to travel). Multiple reminders ignored. |
| Date of Incident | Not disclosed |
| Company’s Response | No resolution despite 6 reminders. |
| Complaint Reference | NCH-7908260 (filed with National Consumer Helpline) |
Detailed Write-Up
Dr. Karun Shingari, an MBBS and MD-qualified medical professional, has raised a serious consumer complaint against IndiGo Airlines (InterGlobe Aviation Ltd) and Cleartrip.
The issue stems from a refund request of ₹28,387 for a flight booking. According to Dr. Shingari, his wife who is pregnant and suffering from an ovarian cyst—was unable to travel due to medical complications.
Despite sharing the medical condition and requesting cancellation under medical grounds, neither IndiGo nor Cleartrip processed the refund. Instead, the complaint has been left unattended, despite at least six written reminders.
The complainant has already filed a formal grievance under the National Consumer Helpline (NCH-7908260), but the matter still remains unresolved.
This complaint highlights a recurring issue faced by Indian airline customers: refund denials in genuine emergency cases, leading to financial stress and loss of trust.
How Choice4Voice.com Can Help
Choice4Voice.com assists consumers in such situations by:
- Highlighting the issue publicly to pressure airlines and travel platforms.
- Assisting in consumer forum filings for refund recovery.
- Providing draft templates for legal notices against airlines and agents.
- Guiding victims in filing cases with DGCA (Directorate General of Civil Aviation).
Applicable Legal Cases
- Consumer Protection Act, 2019 – For deficiency in service and unfair trade practices.
- Carriage by Air Act, 1972 – For breach of passenger rights.
- Contract Act, 1872 – Breach of contract for not honoring refund policy.
- DGCA Civil Aviation Requirements (CAR) – Airlines must refund in medical emergency cases.
Authorities Where Complaint Can Be Filed
- National Consumer Disputes Redressal Commission (NCDRC) – For monetary compensation.
- DGCA (Directorate General of Civil Aviation) – For regulatory action against IndiGo.
- National Consumer Helpline (already filed: NCH-7908260) – Escalation possible.
- District Consumer Forum – For refund and damages.
Step-by-Step Guide to File Complaint
- With IndiGo Airlines
- Write to IndiGo’s customer care and nodal officer.
- Escalate to their Appellate Authority if unresolved.
- With Cleartrip
- Lodge a complaint via their support email and escalation team.
- Request joint resolution with IndiGo.
- With DGCA
- File a complaint at DGCA Grievance Redressal.
- With Consumer Forum
- File a case for refund + compensation citing medical emergency.
Pre-Drafted Templates Provided by Choice4Voice.com
- Consumer Forum Complaint Template (Refund Case)
- DGCA Complaint Draft
- Legal Notice Format Against Airline & Agent
Company Background
- IndiGo Airlines (InterGlobe Aviation Ltd): India’s largest passenger airline, known for low-cost operations, but repeatedly criticized for refund and cancellation disputes.
- Cleartrip: A leading travel aggregator acquired by Flipkart, often criticized for delayed or denied refunds in airline disputes.
Q&A Section
- Can IndiGo deny refunds in medical emergency cases?
- No. As per DGCA guidelines, airlines are required to consider medical emergencies and issue refunds or rescheduling options.
- What rights do passengers have when airlines deny refunds?
- Passengers can approach DGCA, consumer forum, or civil court for refund and compensation.
- How can I file a complaint with DGCA?
- Complaints can be filed via AirSewa Portal with booking and medical documents.
- Is Cleartrip responsible if refund is denied?
- Yes. As the booking intermediary, Cleartrip is jointly responsible with IndiGo.
- What documents are required to claim a refund on medical grounds?
- Doctor’s certificate, hospital records, booking details, and cancellation request.
- Can airlines refuse refund citing “non-refundable tickets”?
- No, in cases of medical emergencies, DGCA mandates consideration.
- What is NCH complaint number 7908260 in this case?
- It is the official grievance number registered with the National Consumer Helpline.
- What legal remedies are available if refund is denied?
- Consumer forum filing, DGCA complaint, or civil lawsuit.
- How long does DGCA take to resolve complaints?
- Typically 30–60 days.
- What compensation can passengers claim apart from refund?
- Mental harassment, legal costs, and damages for deficiency in service.
- Does Cleartrip have a refund policy for medical emergencies?
- Yes, but execution is often delayed; consumer escalation may be required.
- Can airlines blacklist customers for filing complaints?
- No. Consumer rights protect passengers from retaliation.
- Is it better to book directly with airlines instead of portals like Cleartrip?
- Yes, as third-party intermediaries can complicate refunds.
- What role does the Consumer Protection Act play in such disputes?
- It provides legal grounds to claim compensation for financial loss and harassment.
- How do I escalate a case against IndiGo beyond DGCA?
- File a case in consumer forum or approach aviation ombudsman.
- What if IndiGo continues to ignore refund requests?
- Legal notice followed by consumer court filing is the most effective route.
- Can refunds be processed through chargeback on debit/credit card?
- Yes, banks may allow chargeback if services were not provided.
- Can pregnant passengers cancel flights with full refund?
- Yes, with proper medical documents, refunds should be honored.
- Is it mandatory for airlines to have a grievance officer?
- Yes, DGCA mandates airlines to appoint a nodal and appellate authority.
- How does Choice4Voice.com help in airline disputes?
- By publishing verified cases, providing complaint templates, guiding legal action, and creating pressure for resolution.
📌 Author: Karun Shingari
📌 Platform: Complaint submitted via LinkedIn (Verified)
