lisavahora
New member
- Hotel Name
- Saudia airlines, trip.com
- Company Name
- Saudia airlines, trip.com
- Website Name
- Saudia airlines, trip.com
- Loss Amount
- 218014
- Ratings
Complainant: Mahammadjaid
Booking Reference: 9IEL73
Respondents
On the date of travel, I travelled on the Vande Bharat Express from Anand to Mumbai to board my international Saudia flight from Mumbai Airport.
Events Leading to the Dispute
While travelling, severe flooding occurred in Surat, India july 5 2026. Due to the flooding, the Vande Bharat Express was terminated in Surat, and all passengers were instructed to leave the train. No alternative transportation or assistance was provided to enable passengers to continue their journey to Mumbai.
Because of these extraordinary circumstances, I was physically unable to reach Mumbai Airport in time for my scheduled flight. This situation resulted entirely from a natural disaster beyond my control.
Immediately after learning that I could not reach the airport, I contacted both Saudia Airlines and Trip.com to explain the emergency and request assistance.
Failure by Saudia Airlines
I received incorrect information from a Saudia customer service representative regarding the cancellation of my outbound flight and the validity of my return ticket.
Refund received: Approximately CAD 1,064
Outstanding financial loss: Approximately CAD 3,236
Supporting Evidence
The following evidence is attached:
Flight booking confirmation.
I respectfully request that the matter be investigated and that Saudia Airlines and Trip.com be directed to:
1.Conduct a proper review based on the documented natural disaster rather than treating the case as a voluntary cancellation or standard missed flight.
This complaint is submitted in good faith with supporting documentary evidence. I respectfully request a fair resolution based on the facts of this case.
Booking Reference: 9IEL73
Respondents
- Saudia Airlines
- Trip.com (Failure to Provide Fair Assistance and Refund Following a Natural Disaster, Miscommunication by Airline Customer Service, and Inadequate Resolution by Booking Agent)
On the date of travel, I travelled on the Vande Bharat Express from Anand to Mumbai to board my international Saudia flight from Mumbai Airport.
Events Leading to the Dispute
While travelling, severe flooding occurred in Surat, India july 5 2026. Due to the flooding, the Vande Bharat Express was terminated in Surat, and all passengers were instructed to leave the train. No alternative transportation or assistance was provided to enable passengers to continue their journey to Mumbai.
Because of these extraordinary circumstances, I was physically unable to reach Mumbai Airport in time for my scheduled flight. This situation resulted entirely from a natural disaster beyond my control.
Immediately after learning that I could not reach the airport, I contacted both Saudia Airlines and Trip.com to explain the emergency and request assistance.
Failure by Saudia Airlines
I received incorrect information from a Saudia customer service representative regarding the cancellation of my outbound flight and the validity of my return ticket.
- This incorrect advice caused further confusion and negatively affected my ability to make informed decisions during the emergency.
- My complaint was later closed without a proper investigation or meaningful discussion of the facts and supporting evidence.
- My case was treated as a routine missed flight rather than an extraordinary event caused by severe flooding and transportation disruption.
- Trip.con Failing to provide a practical solution after being informed of the natural disaster.
- Processing only a minimal refund of approximately CAD 1,064 despite the total booking cost being approximately CAD 4,300.
- Relying solely on the airline’s position instead of independently reviewing the documented emergency circumstances.
- Responding to my complaint based on an alleged flight change rather than addressing the actual reason I was unable to travel.
- Financial Loss
- Total amount paid: Approximately CAD 4,300
Refund received: Approximately CAD 1,064
Outstanding financial loss: Approximately CAD 3,236
Supporting Evidence
The following evidence is attached:
Flight booking confirmation.
- Train ticket for the Vande Bharat Express.
- Proof that the train service was terminated due to severe flooding.
- News reports and official announcements regarding the flooding.
- Email correspondence with Saudia Airlines.
- Email correspondence with Trip.com.
- Complaint reference numbers and responses.
- Refund confirmation showing the amount refunded.
I respectfully request that the matter be investigated and that Saudia Airlines and Trip.com be directed to:
1.Conduct a proper review based on the documented natural disaster rather than treating the case as a voluntary cancellation or standard missed flight.
- Compensate me for the remaining financial loss resulting from circumstances entirely beyond my control.
- Explain why incorrect information was provided by Saudia’s customer service representatives.
- Explain why my complaint was closed without a proper investigation.
- Ensure fair treatment of passengers affected by extraordinary events such as natural disasters.
This complaint is submitted in good faith with supporting documentary evidence. I respectfully request a fair resolution based on the facts of this case.
