UN-FARE AIRLINE PRACTICE

By M H Ahssan & Rajat Kapoor

Fliers get vouchers instead of ticket refunds

When Delhi-based software engineer Shruti Das cancelled her trip to Mumbai after the terror attacks last month, she had no idea that her airfare money would never be refunded. Das, who had made the bookings through an airline call centre, was handed over a voucher by the airline for the same amount. The catch was the voucher had to be availed by her or any of her kin within six months. Instead of a refund of Rs 6,250 after the deduction of cancellation charges, Das is stuck with a voucher she can’t use.

“I wanted the money back. The voucher is of no use as I won’t be travelling for some time now. Even if I do, I might not prefer the same airline,’’ Das said. Getting a refund for a cancelled ticket or a cancelled flight has been a problem for passengers for some time now.

Many airlines are offering passengers a voucher or a ticket of the same amount, which has to be availed of within a stipulated period; otherwise, the amount is forfeited. This practice has not gone down well with fliers.

“In case I try to use the voucher, I will end up paying more as the fare may increase,’’ said another passenger, who was offered a coupon by an airline. This passenger, who had to board a Bhubaneshwar-Kolkata flight, was told at the last minute that the aircraft would take a detour to at least three other places.

“This flight would have taken longer. I thought it best to cancel and book another flight. Instead of a refund, the airline gave me a coupon to be used within three months,’’ she said.

Experts said the financial condition of airlines made it difficult for them to pay back the passengers. “Once a ticket is bought, the money is ‘absorbed’ by the airline. It is difficult for them to shell it out again. They offer these coupons, which might help them retain the passenger and get them more money as the price of the ticket will only increase,’’ Air Passengers’ Association of India chairman Sudhakar Reddy I said.

“Whatever be the condition, passengers shouldn’t be paying for it,’’ he said, adding that his most of the complaints registered at his organisation were about ticket refunds.