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Submit your complaint →Diksha Gundewar, an Analyst at Capgemini, has accused Paytm of failing to process her flight refund even after Star Air confirmed full eligibility under DGCA policy. Despite multiple follow-ups and in-app support attempts, Paytm has allegedly ignored her request. Choice4Voice.com highlights this case and explains how customers can file a formal complaint and recover refunds through legal channels.
Complaint Summary Table
| Complainant Name | Diksha Gundewar |
|---|---|
| Email ID | Not disclosed |
| Phone / WhatsApp | Not disclosed |
| Company / Brand | Paytm |
| Product / Service | Flight Booking Refund |
| Airline Involved | Star Air |
| Date of Incident | October 2025 |
| Issue Type | Refund Delay / Non-Response |
| LinkedIn Source | Public post by Diksha Gundewar |
| Company Response | No official response received yet |
| Status | Pending |
Full Complaint Details
Diksha Gundewar, a professional Analyst at Capgemini, recently shared her frustrating experience with Paytm on LinkedIn after her refund request for a cancelled Star Air flight remained unresolved.
According to her post, Diksha booked her flight ticket via Paytm App and later cancelled it directly with Star Air. The airline confirmed in writing that her booking qualified for a full refund under DGCA (Directorate General of Civil Aviation) rules. However, even after submitting the necessary proof and confirmation email, Paytm failed to process her refund.
She tried multiple times to contact Paytm’s in-app customer support, but received no response or status update. When customer executives did call, they allegedly failed to provide clarity and did not escalate the issue properly. To make matters worse, Diksha claimed that Paytm restricted her account visibility, preventing her from tagging the company publicly on social media.
Such behavior raises serious concerns about transparency and accountability in digital platforms managing airline bookings. When a third party aggregator like Paytm fails to coordinate with airlines and process legitimate refunds, consumers are left stranded financially and emotionally.
Diksha’s post has drawn public attention and questions about how many other passengers may be facing similar issues.
How Choice4Voice.com Can Help
Choice4Voice.com acts as a consumer advocacy platform that helps customers raise their voices when large corporations ignore genuine complaints. Once a verified complaint is received, it is published publicly and shared across professional networks to pressure brands into responding responsibly.
In Diksha’s case, Choice4Voice.com can:
- Forward the verified complaint to Paytm’s Nodal Grievance Officer.
- Help file a formal grievance under DGCA’s refund policy.
- Draft a Consumer Forum complaint citing violation of refund timelines.
- Assist in filing a legal notice under Section 72A of the IT Act if data misuse or harassment occurs.
Consumers can visit Choice4Voice.com to submit similar unresolved refund or misrepresentation complaints.
Legal Case Can Be Filed
Below are the potential legal remedies and authorities applicable in this case:
| Applicable Legal Case / Authority | Description & How to File |
|---|---|
| Consumer Court (District Consumer Disputes Redressal Commission) | File a case under the Consumer Protection Act, 2019 for deficiency in service and mental harassment due to refund delay. |
| DGCA (Directorate General of Civil Aviation) | Submit a complaint under Airline Refund Violation since Star Air confirmed refund eligibility but Paytm didn’t comply. |
| RBI Ombudsman (for payment aggregators) | File online at cms.rbi.org.in citing non-compliance by Paytm as a payment intermediary. |
| Cyber Crime Portal (if digital fraud suspected) | Lodge complaint at cybercrime.gov.in for suspected misuse or account manipulation. |
| Ministry of Consumer Affairs (National Consumer Helpline) | Call or file online grievance at consumerhelpline.gov.in for immediate case registration. |
Step-by-Step Complaint Filing Guide
- Collect all proof: booking confirmation, airline refund approval email, screenshots of Paytm chat or emails.
- Write a formal email to Paytm: include booking ID, date, airline name, and refund status request.
- If no reply within 7 days, escalate to Paytm Nodal Officer through their official grievance link.
- File complaint with DGCA via the AirSewa portal.
- Register a case on Choice4Voice.com for public publication and advocacy.
- Approach Consumer Forum for compensation and refund if the issue persists.
Pre-Drafted Legal Complaint Templates
1. Email to Paytm Nodal Officer
Subject: Urgent — Refund Pending for Star Air Flight Booking under DGCA Policy
Dear Nodal Officer,
I had booked a flight via Paytm, which was cancelled with Star Air. The airline confirmed a full refund under DGCA norms, but it has not been credited yet.
Kindly initiate the refund within 3 working days, failing which I will escalate this matter to RBI and DGCA.
Sincerely,
[Your Name]
[Booking ID]
[Contact Details]
2. Complaint on RBI Ombudsman
Visit cms.rbi.org.in → Select “Non-Bank PPIs / Wallets / Aggregators” → Fill in details of Paytm refund delay.
3. DGCA Refund Complaint
Go to AirSewa Portal → “File a Complaint” → Category: Refund Issue → Attach airline confirmation email.
Brand Background – Paytm
Paytm, owned by One97 Communications Ltd, is one of India’s largest digital payment and service platforms. It allows users to book flights, hotels, and travel packages through its app. However, multiple consumers have reported refund delays and lack of customer-care transparency, raising concerns about Paytm’s dispute-resolution mechanisms.
Author
Diksha Gundewar is an Analyst at Capgemini and a skilled software engineer. Known for her analytical problem-solving and professionalism, she took to LinkedIn to highlight how digital platforms must be held accountable for refund and service transparency.
Understanding How Choice4Voice.com Works
Choice4Voice.com is a consumer-driven advocacy platform that verifies and publishes genuine unresolved complaints against brands and institutions. Once a complaint is verified, the team:
- Publishes it publicly with masked personal information.
- Tags the concerned company on LinkedIn and other channels.
- Guides the consumer through legal escalation steps until resolution.
- Helps brands maintain transparency by offering right-to-reply sections.
Our mission is to make consumer voices impossible to ignore in India’s digital economy.
Questions & Answers
Q1. What should I do if Paytm is not refunding my flight cancellation amount?
A1. Contact Paytm support, escalate to the Nodal Officer, and file a complaint with DGCA and Choice4Voice.com if unresolved.
Q2. How long does Paytm take to process a flight refund?
A2. Usually 7–10 working days, but delays beyond this violate DGCA refund rules.
Q3. Can I get a full refund from Paytm if the airline approves it?
A3. Yes, as per DGCA policy, the travel portal must credit the approved amount within the stipulated time.
Q4. What are DGCA refund policies for cancelled flights?
A4. DGCA mandates that refunds be issued within 7 days for credit-card payments and 15 days for cash or wallet payments.
Q5. How to contact Paytm Nodal Officer for unresolved issues?
A5. Use the official grievance form on paytm.com/grievance to escalate directly.
Q6. Can I file a consumer case against Paytm?
A6. Yes, under the Consumer Protection Act 2019 for deficiency in service.
Q7. How to verify if a refund is approved by the airline?
A7. Request a written confirmation or email from the airline’s support desk referencing DGCA refund eligibility.
Q8. What evidence should I attach when filing a complaint?
A8. Booking receipt, airline email, screenshots of Paytm chat, and any call logs.
Q9. Does Paytm often delay refunds?
A9. Several users have reported delays on social media, highlighting systemic refund management gaps.
Q10. What is the RBI Ombudsman role in such cases?
A10. RBI oversees payment aggregators like Paytm to ensure timely fund reversals.
Q11. Can Paytm block or restrict user accounts after complaints?
A11. Restricting user tagging or visibility may violate consumer rights and transparency norms.
Q12. What compensation can I claim in Consumer Court?
A12. Refund amount, interest, and compensation for mental harassment and communication costs.
Q13. How can Choice4Voice.com help with Paytm refund disputes?
A13. Choice4Voice.com publicly highlights unresolved cases and provides legal templates for escalation.
Q14. Is DGCA complaint filing free?
A14. Yes, the AirSewa portal allows free submission of refund and delay complaints.
Q15. How long does Consumer Court take to resolve such cases?
A15. Generally 30–90 days depending on case load and documentation completeness.
Q16. Can I approach RBI if Paytm fails to refund even after airline confirmation?
A16. Yes, under RBI Ombudsman for non-bank payment aggregator grievances.
Q17. What steps should Paytm take to regain trust?
A17. Improve refund transparency, enable human support, and ensure airline coordination.
Q18. How can users protect themselves from refund fraud?
A18. Never share OTPs, keep written proof, and use official channels only.
Q19. Is it legal for Paytm to withhold a confirmed airline refund?
A19. No, withholding approved refunds violates DGCA Section 3.6 on refund timelines.
Q20. What should users do if Paytm ignores repeated complaints?
A20. Publish the issue via Choice4Voice.com, tag officials publicly, and file a legal case.
✅ For unresolved digital payment or refund issues, visit Choice4Voice.com your voice matters.
