VietJet Air for Denial of Full Refund and Non-Response to Flight

Z

Zahir Shaikh

New member
Hotel Name
AIRLINES
Company Name
VietJet air
Website Name
https://www.vietjetair.com/en
Customer Care Number
+91-11-23418199
Loss Amount
96000
Ratings
3.00 star(s)
Opposite Party Address
GSA - Bird Travels, 204, 2nd Floor, A Wing, Kanakia Wall Street, Andheri Kurla Road, Andheri East, Mumbai - 400093
Dear Sir/Madam,

I am writing to formally lodge a complaint against VietJet Air regarding their unfair refusal to provide a full refund for a cancelled flight and their complete failure to respond in a timely manner, which resulted in additional financial losses and severe inconvenience.

Details of the Issue:

Passenger Name(s): MS TAIBA LATIF KHAN/ MR MAAZ AFSAR RAKHANGE/ MSTR AARIZ MAAZ RAKHANGE
Booking Reference / PNR: VJ - 9RJ3CF
Original Flight Details: VietJet Air VJ 884 03-Jan-2025 - 3:05 AM, Fri
Cancellation Notification Received: Wed, Jan 1, 5:08 PM
Response from VietJet: Delayed response received on 02 January at 5:32 PM, denying a full refund.

On 01 January at 5:08 PM, VietJet cancelled the flight but failed to provide any alternative travel options or timely assistance. Despite multiple emails from my side, no response was received until the next day, 02 January at 5:32 PM, when they stated that the passenger was not eligible for a full refund. Due to this lack of response and no alternative options being provided in time, I had no choice but to issue a new ticket for the passenger to avoid further inconvenience.

As per Indian aviation laws and international passenger rights, an airline that cancels a flight must either provide a full refund or arrange an alternate flight at no extra cost. VietJet failed to do either and instead denied my rightful claim for a refund, despite their failure to respond in time. If they do not have a policy for a full refund, they must at least have an obligation to respond promptly and assist affected passengers, which they failed to do.

I demand a full refund of my ticket cost along with compensation for the inconvenience and financial burden caused by VietJet's negligence. Enclosed are copies of my ticket, email correspondence, and any other relevant documents for your reference.

Warm Regards,
ZAHIRUDDIN SHAIKH
AL-HUDAIBIYAH HAJ TOURS
+91 9821406131 (IND) +66 909276367 (TH)
Sales & Support Team : (Visa | Hotel | HAJ Tour | Package)
Off: 55 Grace Square,Opp TMC Stadium Kausa Mumbra 400612.
Head Office (IND): AZIZ PALACE Dongri Mumbai 401106.
Thailand (PTY): Chokchai Garden 4 Nong Prue, Pattaya
 
I am writing to provide additional supporting documents related to my complaint against VietJet Air.

To ensure a clear and transparent review process, I have attached:
✅ All relevant documents (tickets, Agency emails, refund requests, etc.)
✅ Screenshots highlighting key points, including communications with the airline

I understand that reviewing multiple documents can be time-consuming. However, these attachments are essential to demonstrate the airline’s negligence and support my request for fair compensation.

I sincerely appreciate your time and assistance in addressing this matter. Please let me know if any additional information is required.

Looking forward to a prompt resolution.
 

Attachments

I'm sorry to hear about the difficulties you're experiencing with VietJet Air regarding your refund and the lack of response. To address this issue effectively, consider the following steps before filing case in the Consumer Forum:


  1. Submit a Refund Request:
    • As you mentioned you have already used the VietJet Air's online refund request form to formally submit your refund application, but not received any reply (Skip this step).
  2. Send Legal Notice:
    • We suggest you to send a formal notice to the higher authorities and ask them for the instant refund with compensation (Skip if you already emailed to customer support).
  3. File Case:
    • If you have not received refund or reply, we suggest you to file a case against them.
To file a case in the consumer forum, you need to create 5 main files and supporting files.

1) Affidavit
2) Memo of Parties
3) Index
4) Events
5) Proforma

And supporting documents like Addhar Card, Tickets, Notification etc... (Depending upon the Event file)

For any legal assistance in filing case in the Consumer Forum, feel free to contact us.

Thanks
 
Thanks for your review, do you have any draft or guidelines for the below such points to make a official complaint.

To file a case in the consumer forum, you need to create 5 main files and supporting files.

1) Affidavit
2) Memo of Parties
3) Index
4) Events
5) Proforma
 
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