Ankit Kungwani alleges Paytm failed to process a ₹18,962 flight refund despite airline confirmation. Read the full verified complaint and key details here.
Complaint Summary : Ankit Kungwani Accuses Paytm of Withholding ₹18,962 Flight Refund for Jaipur–Guwahati Trip
| Complainant Name | Ankit Kungwani |
|---|---|
| Profession | Senior Salesforce Consultant, 10x Salesforce Certified |
| Company Complained Against | Paytm (Paytm Care / Paytm Bank) |
| Nature of Complaint | Non-refund of flight booking amount despite airline confirmation |
| Booking Details | Jaipur–Guwahati flight, Booking ID: 25667188589 |
| PNR | U7EPWW |
| Transaction Reference | 47394971 |
| Incident Date | Booking Date: 27 July 2025, Travel Date: 10 August 2025, Refund Issue Reported: 2 August 2025 |
| Refund Amount | ₹18,962 |
| Main Issues | Refund withheld despite proof from airline, contradictory statements from Paytm support team |
| Complaint Platform | |
| Resolution Demanded | Immediate processing of refund and review of customer service handling |
Full Complaint Overview
Ankit Kungwani, a Senior Salesforce Consultant with 10x Salesforce Certifications, has accused Paytm of withholding a ₹18,962 flight refund despite direct confirmation from the airline that the amount was credited to Paytm.
According to Ankit, he booked a Jaipur–Guwahati flight via Paytm on 27 July 2025 for travel on 10 August 2025. However, on 2 August 2025, he suffered a leg fracture and had to cancel his trip.
He promptly submitted a cancellation request through Paytm, along with all required medical documents. Paytm support initially informed him that the cancellation request had been forwarded to the airline and they were awaiting approval.
Ankit states that despite following up daily, he kept receiving the same response from Paytm. On 8 August 2025, he contacted the airline directly and was informed that a refund of ₹18,962 (PNR: U7EPWW, Transaction Ref: 47394971) had already been processed to Paytm on 2 August 2025 the same day the trip was canceled.
When Ankit relayed this information to Paytm, he was told that the airline had not approved the refund and that Paytm would not be processing it, directly contradicting the airline’s confirmation.
He is now requesting:
- Immediate refund of ₹18,962.
- Urgent review of Paytm’s handling of the case.
- Clarification on why there was a mismatch between Paytm’s and the airline’s statements.
Key Issues Highlighted
- Refund confirmed by airline but withheld by Paytm.
- Contradictory statements from Paytm support team.
- Refund amount of ₹18,962 pending since 2 August 2025.
- Lack of transparency and escalation in handling customer grievance.
Original LinkedIn Post Reference
Complainant: Ankit Kungwani
Profession: Senior Salesforce Consultant
Post Date: August 12, 2025
LinkedIn Post URL: Click Here
Frequently Asked Questions (FAQs)
1. What should I do if a travel booking refund is withheld by an intermediary like Paytm?
Contact the airline directly for confirmation, collect written proof, and escalate the matter with Paytm’s grievance redressal team.
2. Can Paytm legally hold my refund after the airline has processed it?
No, once the airline confirms the refund to the booking intermediary, Paytm is obligated to pass it to the customer.
3. How can I verify if the airline has sent the refund?
Request a refund transaction ID and confirmation email from the airline’s customer service.
4. What is the standard refund time for airline tickets booked via Paytm?
Typically 7–14 working days, depending on the airline and payment method.
5. Who is responsible if the airline and Paytm give contradictory information?
The booking agent (Paytm) is responsible for resolving discrepancies and ensuring customer funds are returned.
6. What documents should I keep when disputing a refund?
Booking ID, PNR, transaction reference, email confirmations, and screenshots of chats with customer support.
7. Can I file a complaint with RBI for a refund issue involving Paytm?
Yes, if Paytm is functioning as a payment bank, the issue can be escalated to the RBI Ombudsman.
8. What is Paytm’s official escalation process for unresolved complaints?
Step 1: Contact customer support.
Step 2: Escalate to Paytm’s grievance officer via their website.
Step 3: Approach the RBI Ombudsman.
9. What is the difference between booking directly with an airline and via Paytm?
Direct bookings simplify refunds, while third-party bookings depend on intermediary processing.
10. Can Paytm refuse a refund if the airline confirms payment?
No, such refusal may be considered a violation of consumer rights.
11. How can I track a refund from airline to Paytm?
Request the UTR (Unique Transaction Reference) from the airline to verify payment to Paytm.
12. What legal action can be taken if Paytm does not process my refund?
File a complaint in consumer court and demand compensation for delay.
13. Can Choice4Voice.com help in such cases?
Yes, by highlighting the issue publicly, increasing pressure on companies for resolution.
14. What is the ideal time to escalate a refund issue?
If no progress is made within 7 working days of confirmation from the airline.
15. What role does UPI or payment method play in refund delays?
Refund speed can vary depending on whether it’s UPI, credit card, or bank transfer.
16. Can I demand interest for delayed refunds?
Yes, under consumer protection laws, you may claim interest and compensation.
17. Is it common for airlines to refund on the same day as cancellation?
Yes, in medical emergency cases, airlines often expedite refunds.
18. Can I involve the Ministry of Civil Aviation in such disputes?
Yes, they oversee passenger grievance redressal in India.
19. Does Paytm have a public record of refund complaints?
Not officially, but consumer forums and social media often reveal patterns.
20. How can I prevent such issues in the future?
Whenever possible, book directly with the airline and keep emergency cancellation policies in mind.
Conclusion
This case raises concerns over refund transparency and accountability in third-party booking platforms. Even with clear airline confirmation, customers may face unnecessary delays or refusals. Prompt and transparent communication is essential to maintain trust in digital booking services.
If you have experienced similar issues with flight refunds, submit your story on Choice4Voice.com to amplify your voice and push for quick resolutions.