ComplaintsforIndian Eagle

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight for 4 passengers total $2467.16 with a full refund on 01/21/2021 scheduled to depart on 05/05/2021 but due to a pandemic in ***** I canceled the ticket and paid an additional $500 as the processing fee to get a refund of the total $2077.16. Indian eagle kept saying they didn't refund from airlines until November 2021 but in November they changed the tone they are in the processing of getting a refund and still didn't give a refund yet. Indian eagle is still saying refund is in progress from last 45 days.

  Business response

  01/14/2022

  The refund amount has been credited back to the customer though there was an inordinate delay due to unprecedented reasons. The customer himself confirmed receipt of the refund in an email to us. Below is the matter of the confirmation email from the customer: 

   

  "We verified the back statement and confirm received the refund. The refund split into full multiple payments and we missed that part. Thanks for your help and I will update bbb as well."

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $1350 ticket. Their agent told they will cancel it for $400 and they are not keeping their word. The airlines is ready to provide new dates or travel credits but since it is from Indian eagles they cannot directly give it to me. The date change is exhorbitantly highly charged and the airlines themselves don't agree that they should charge and asked me to reach out to BBB. It is risky to travel in my given circumstances. Please help.

  Business response

  01/05/2022

  We try to cater to our customers individual needs, but processing refund against cancellation for the non-refundable ticket is not within our capacity. We offered the customers two best options one to keep the ticket open for travel in the future and the other to reschedule the ticket on some other dates. The customer did not agree to either of the options. Most of the time, certain fare difference applies to rescheduling non-refundable tickets, and fare difference is out of our control.Even in current times of low business due to the plummeting demand for travel,we agreed to discount our service fee and the third-party fee for rescheduling the ticket, but we could not satisfy the customer. Hope, she got some solution from the airline, the actual ticket-issuing and validating authority.         

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have booked flight tickets from Indian Eagle (Trip Id: *********** for my parents(********************* ****** and *********************) on January 11, 2020 and paid $1908.46 with travel dates April 3rd, 2020-May 17th, 2020. During that travel period, all in-bound and out-bound flights from ***** was canceled due to international travel restriction due to COVID-19 . Later, I was allowed to cancel the tickets on May 4th, 2020 and I have paid $100 for cancellation fee. I had received email from Indian Eagle stating that I will receive $1908.46 back to my credit card by ***** weeks on the same day (May 4th, 2020). I have been calling Indian Eagles customer service after 16 weeks from May 4th, 2020 and always received the response that I will receive the refund within a month or so but the refund amount never showed up.

  Business response

  12/21/2021

  We are genuinely sorry about what the customer went through due to the inordinate delay in receiving the refund these unprecedented times. We noticed that the customer's refund status has been updated on the airline's system. Once the refund status is updated, the refund amount will be credited back to the customer's account/card in 3-6 weeks. We have communicated the same to the customer.   

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. I have booked my round trip from *** to *****. After 36 hours of my booking, I have searched the same flight and found it $350 cheaper (I have checked for my friend). Usually it never happens like this. So I contacted the Indian Eagle customer service and explained the situation. They strictly said they can't do anything after 24 hours, they said there is a cancellation fee of $425, I said I don't want to cancel the ticket. I just needed the price match. The only reason I contacted them is It's just little over 24 hours of booking. So I gave 1 star rating for this experience. Immediately I got a call from them.2. They said they can't do anything, No matter what I say. They just going over and over like a recored message. At this point I lost hopes, And he said they pay $69 for the third party agent and they will refund $35. at this point I thought the overall my ticket price included that. I received an email for $35 credit and chose amazon credit, which didn't work. Which is another story. in short I am unable to get that refund.3. Today I check my bank account to pay my **** and see a $69 charge saying AGENTFEE. It is a separate transaction That's how I know the extra charge. If I book a ticket for $$$ then it must be it, there shouldn't be any hidden charges that are not warned of. So literally they charged me $69 as agent fee and giving me $35 back (which I dint get) and unable to solve my actual issue of price match.Remember that I have no hopes after my first call with them, Becauase they are not at all ready for price match.

  Business response

  12/14/2021

  We got the customer the best fare available at the time of booking his travel. As per the policy, we guarantee the price match if the fare that a customer pays for his/her reservation drops within 24 hours of the booking confirmation. Needless to say, airfares are dynamic and its fluctuation is beyond our control. The airline policy hardly allows price match once the 24-hour free cancellation window expires. Otherwise,we would definitely have got the customer the lower fare that he found after 36 hours of his reservation. Anyway, we refunded $35 (our markup) to the customer through the Zelle payment method as a gesture of acknowledging his patronage of our services. We strive to deliver on our commitment to making travelers save on airfares.            
  

  Customer response

  12/14/2021

  Complaint: 16110530
  
  I am rejecting this response because: The air fare is nearly with a $400 price match l, if they really want to do it they would have cancel and rebooked the trip OR they would have modified the trip. For this unexpected event of turns, they definitely have a choice to satisfy the customer. About that $35 I can send them back if they want.
  
  Regards,
  
  *****************************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked our flight to ***** connecting from ********(Trip ID ***********. ******* Airlines announced on Friday Oct 29th that they are cancelling all flights in and out of ***** effective immediately. Since we booked through Indian Eagle, the airlines was not able to process the refund. We have called Indian Eagle 11 times since Friday along with multiple emails and there has been no resolution. Every single time they ask us to wait for 24 hours to cancel our itinerary. It has been four days that we are begging them for refund. They keep saying the delay is from ******* Airlines, but it doesn't seem to be the case. They are more than willing to issue refund to Indian Eagle as soon as they request. Not sure if it is a disconnect in their process or they deliberately are holding up our refund. We would like a refund for the full amount of $4,140.84 as the airlines have cancelled the flight.

  Business response

  11/11/2021

  We see the customers refund status is updated on the airline system. Once the refund status is updated, it will take 3 to 6 weeks for the refund amount to be credited back to the customers card/account. We have already sent the customer a refund status confirmation email. We thank the customer for being patient and cooperating with us.  

  Customer response

  11/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked round trip tickets (***-***) with IndianEagle on Oct 12th. Travel confirmation code: YETQC1 Purchase price when booking ticket was $1028.93. However, IndianEagle charged $1054.93 to my credit card with a promise to refund $26 as soon as ticket is confirmed. IndianEagle acknowledged to refund $26 in an email as well as telephone call and requested my paypal/zelle account details. After sharing account details and several follow-**** still haven't received refund.

  Business response

  10/28/2021

  We called the customer and got to know that he received the refund amount. The customer himself confirmed this. It is a testimony to our constant efforts towards ensuring customer satisfaction and catering to their needs within our scope. Thank you!   

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************************

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is about Passenger Name *************************, TRIP ID **********, E-ticket number is *************, Booking Reference # JCTPF - Price for the ticket for a round trip paid was $ ******. The return trip to ***** was cancelled in May 2020 due to Covid-19 and Indian Eagle had cancelled the ticket with Air India after confirming that a refund will be provided for the unused portion of the ticket. Indian Eagle had charged a cancellation fee as well. It has been over 17 months and countless email followups with Indian Eagle but the refund has not been issue yet. Indian Eagle had to ensure that the refund is issued for the cancelled ticket.

  Business response

  10/28/2021

  We understand thecustomers frustration at having to wait for the refund amount for anunexpectedly longer time. We are truly sorry for any inconvenience that thismay have caused to the customer. However, we found the customers refundstatus updated in the airline system, iGDS. Usually it takes 3 to 6 weeks forthe refund amount to show ** in a customers account once the refund status isupdated. The refund will be credited back to the account that was used at thetime of purchase. A screenshot from the airline system is attached for your perusal.   
  
  We tried to reach thecustomer at the registered phone number but the call did not get through. Wehave sent him an email regarding the refund status update.  If there is anyother concern that needs to be addressed, we request the customer to contact usor help us with a reachable contact number.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩