ComplaintsforIndian Eagle

Airline Ticket Agency

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Initial Complaint
08/23/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Made a booking with Indian Eagle to travel to ***** (initial on March 16,2020) on Jul 21st, 2020 for a total of $776.40. The flight was cancelled due to COVID -19. I paid $75 to process my refund for this flight on Jul 21st. They had mentioned that the refund will be processed withing 16 weeks. I still haven't received my refund. I have contacted Indian Eagle throughout this year and they keep saying that Air India is still processing the refund. I have heard people getting refund back from Air India much faster than that. Indian Eagle Trip ID: ***************** amount - $776.40
Business response
09/01/2021
Wetried calling the customer multiple times to give a solution to the long-drawn refundissue, as we strive to address our customers concerns on priority. We sent himan email requesting his convenience time and any other phone number to reach him.We also asked the customer to share his new travel dates if he would like toget the tickets reissued to new dates.

Weunderstand the customers frustrationat having to wait for the refund amount for a bit longer time and feel sorryabout the inconvenience that the unusual wait time may have caused.

Kindly note the release of refunds is out ofour control. We are making all possible efforts to get your refund requestupdated on the airlines system and waiting for the airline to authorize us toaccess the system for the refund process. But there is still no update on thisfrom the airline. Please be assured we will initiate the process from our endonce we are given access to the airline system.

We are processing refunds to the customers whowere booked on other airlines, except Air India. We will keep you posted ondevelopments related to refunds from Air India. You can contact our dedicatedcustomer support team for any assistance or concern. We appreciate your patienceand co-operation.
Customer response
09/02/2021
Complaint: 15785346

I am rejecting this response because: the answer is not appropriate. I know people who have received refunds directly from that airline who booked tickets after me. The customer care provided was also very lousy when i tried to rebook. I would ask them to give me a credit back that i can use in their website. Further, i have paid a refund processing fee of $75 and waiting for a refund for over 15 months now.

Regards,

*******************************
Business response
09/13/2021
*****, one of our senior executives, is incontact with the customer, as we strive to address our customers concerns onpriority. Last week he called the customer and discussed possible solutions forthe inordinate refund delay. Weunderstand the customers frustrationat having to wait for the refund amount for a bit longer time and feel sorryabout the inconvenience that the unusual wait time may have caused.

Kindly note the release of refunds is out ofour control. We are making all possible efforts to get the refund requestupdated on the airlines system and waiting for the airline to authorize us toaccess the system for the refund process. But there is still no update on thisfrom the airline. Please be assured we will initiate the process from our endonce we are given access to the airline system.

We are processing refunds to the customers who were booked on otherairlines, except Air India. We will keep you posted on developments related torefunds from Air India. You can contact our dedicated customer support team forany assistance or concern. We appreciate your patience and co-operation.
Initial Complaint
08/23/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked roundtrip tickets for my parents on 1 Jan 2020 (for travel on 10 April 2020 to 6 June 2020, from HYD to Newyark). Due to pandemic tkt was eligible for refund, so I raised refund request on May 2020, paying additional $50 for refund processing. Since that time I followed up numerious time but Indian eagle repeats saying in another month or two I will get it, here I am after 18 months stil waiting for my money. When I reach to airindia on the same they ask for refund application number, which Indian eagle says we don't get one when we submit refund on bulk tickets. Every one is passing the buck, no one is taking the responsibility. Needed some advice on what can I do from myside to get my refund.Thank you,Sanjeev
Business response
09/01/2021
Wespoke with Sanjeev this morning and explained to him what is causing inordinatedelay in the refund process. We understand the customers frustration at having to wait for therefund amount for an unexpectedly longer time and feel sorry about theinconvenience that the unusual wait time may have caused.

Kindly note the release of refunds is out ofour control. We are making all possible efforts to get the customers refundrequest updated on the airlines system and waiting for the airline toauthorize us to access the system for the refund process. But there is still noupdate on this from the airline. Please be assured we will initiate the processfrom our end once we are given access to the airline system.

We are processing refunds to the customers who were booked on otherairlines, except Air India. We will keep you posted on developments related torefunds from Air India. You can contact our dedicated customer support team forany assistance or concern. We appreciate your patience and co-operation.
Initial Complaint
08/19/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a ticket for my family ticket to travel ***** with ****** Airline using ***** Eagle (agent) website on June 17th, 2021. Our travel date were from ******* to ********* On June 24th and return flight on August 5th withTotal Trip Cost: $ 1939.43.They travelled to ***** on June 24th, but while returning their flights got postponed to August 6th and later it was cancelled indefinite. As the flights got cancelled indefinitely, so requested the ***** eagle team to verify with the airline on the refund amount or reschedule a ticket before August month end in case, airline reschedules a flight asap, as Kids schools werestarting. They are fine to cancel, but they are collecting a processing fee of $225.00 ($75X3 travelers). I'm not sure why we should provide processing for the cancellation from Airline. This is against the Refund of the ******************************* law. attached tickets and cancellation information email.
Business response
08/27/2021
*****, one of our seniorexecutives, contacted the customer yesterday and addressed his queries relatedto the service fee. We did not charge any refund-processing service fee as the customerdirectly exchanged the partially used tickets with the airline on August 13,2021. Hence, we have no control over the ticket for any modification or refundprocessing. It has been communicated to the customer. The customer has beenrequested to contact the airline directly for any help and keep us posted. We areavailable 24/7 to assist the customer further.
Customer response
08/30/2021
Complaint: ********

I am rejecting this response because: I contacted ****** Airline and they said, since tickets are booked directly by Indian Eagle Agents, so they can be cancel and provide a refund. They suggested contact the agent to process refund.

Regards,
***********************
Business response
09/05/2021
If it were possible for us, we would have happily processed a refund onthe cancelation. In a three-way conference call, we tried hard to make thecustomer understand that since the ticket was cancelled voluntarily by thecustomer, the cancelation is not eligible for a refund. We offered him anelectronic voucher of the same value, which he can use towards the nextbooking. The airline also informed him that after he got the ticket modified directlyby the airline, the control of the ticket is with the airline. The customer acceptedthe voucher and understood that the cancellation is not eligible for a refundfrom the travel agency. Thus we tried our best to ensure the customers satisfaction.
Customer response
09/20/2021
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. Thank you for helping on the issue.
I really appreciate all your great and hardwork !!

Regards,
*** ********
Initial Complaint
08/18/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In Jan 2020, I had purchased Turkish airline flight ticket from ***-DEL and back. In Mar 2020, at least few days before the flight, I had called Indian Eagle to reschedule the flight as airlines were offering that service for free. On-call, Indian Eagle Executive whose name starts with "B" told me I would get a full refund on the ticket. After confirming multiple times with him, I was assured that I will get a full refund & also I was charged a $25 refund fee. After months of communicating with *********** telling me it's going to take XYZ weeks. I was told that I will not be get a refund. They have refused to take accountability of their word. I had asked multiple times with the executive and I was told I will be getting a full refund. I believe they provided me with the wrong information. I didn't even want a refund in the first place, I just wanted the date changed. Now they give me open ticket till 31 Dec 2021, but the airlines frequently cancel flight. I want a refund as promised.
Business response
08/27/2021
We regret the miscommunicationthat may have caused inconvenience to the customer. One of the new hires in theteam miscommunicated to the customer that he would get full refund on theticket. We are very sorry for this. The customers ticket is in the open statuswhich is valid till March 2022. The value of the ticket can be used towards rebookingtravel for any date through March 2022. *****, one of our senior executives, isin contact with the customer. We request the customer to reach out to him for furtherassistance or concern.
Initial Complaint
08/16/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked airline ticket though Indian eagle (*** to *******) and cancel initiated on 7 May 2020 . I have been calling several times for my ticket refund. They kept on saying that refund not received from airlines and every time they say next month they are going pay. Till now i have not received my refund amount.
Business response
08/25/2021
We understand your frustration at having towait for your refund amount for an unexpectedly longer time. We are truly sorryfor any inconvenience that this may have caused you. We strive to put customersatisfaction above everything as our intention has always been to retain ourpatrons.

In view of the pandemic, airlines are taking quitelonger than usual time as they are clearing the refund backlog in a phasedmanner. We are following up with the airline to get the refund amounts releasedfor you and other travelers. We appreciate your patience these unprecedentedtimes. If there is any other concern that needs to be addressed, please feelfree to contact us. You will surely get your money back just as some of ourcustomers have recently got after a wait of over 15 months.
Initial Complaint
08/11/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of transection: 7th May 2021 Cancelled the flight on 7th May and got the mail about the refund But never received the refund. Now after multiple followings, the agent is saying the carrier is responsible for the refund and it might take **** months or more and they dont have any control on it.
Business response
09/01/2021
Wetried to reach the customer multiple times to give intimation about the refundstatus, as we strive to address our customers concerns on priority. We understandthe customers frustration athaving to wait for the refund amount for a bit longer time and feel sorry aboutthe inconvenience that the unusual wait time may have caused.

Kindly note the release of refunds is out ofour control. We are making all possible efforts to get your refund requestupdated on the airlines system and waiting for the airline to authorize us toaccess the system for the refund process. But there is still no update on thisfrom the airline. Please be assured we will initiate the process from our endonce we are given access to the airline system.

We are processing refunds to the customers who were booked on other airlines,except Air India. We will keep you posted on developments related to refundsfrom Air India. You can contact our dedicated customer support team for any assistanceor concern. We appreciate your patience and co-operation.
Initial Complaint
08/02/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Made a booking with Indian Eagle to travel to ***** on May 12, 2020 and return on July 30, 20. However due to COVID the flights were canceled. The Indian Eagle approached me to start refund process for the ticket and charged a 75$ processing fee, and assured that refund will take place between ***** weeks. I am still waiting for my refund, it has been an year since then and I have not received any refund. Whenever I contact them they put blame on Airline for not refunding my money, I know for the fact that several of my friends have received their refund when they booked online or through different agent from the same airline.
Business response
08/05/2021
We understand yourfrustration at having to wait for your refund amount for an unexpectedly longertime. We are truly sorry for any inconvenience that this may have caused you. Despite the notice issued by **************************, the airline is taking quitea longer time to clear the backlog of refund requests. We are following up withthe airline, with the request to open the refund window in the system for us. Someof our customers whose trips were canceled in March and April 2021 haverecently got the refund, while some are still waiting for it. However, beassured that your hard-earned money is safe though there is inordinate delay. Pleasetrust us; we are trying our level best to get our patrons refund amountreleased.
Customer response
08/06/2021
Complaint: 15719940

I am rejecting this response because:
I have been listening to same story for a year now, that the airline is releasing funds. I bought this ticket from the Indianeagle Company not from the airlines directly. I tried it on airline website, they don't even have any information about the said ticket.
Indianeagle Team charged me additional 75$ to process refund last year, but failed to do so even after an year. (please see the attached email communication with the Indianeagle)
I am trying my best to get this refund in a civil and respected way so the business and the airline does not receive negative publicity.
I see a few complain against the Indieaneagle business resolve on bbb.org, I sincerely hope that this is not how those complains against this business were resolved.
Thank you BBB for taking this complain promptly and putting sincere efforts in resolving this issue.

Regards,

*************************
Business response
08/16/2021
Hello! We're working on a suitable resolution on priority. *****, an executive from our grievance-handling team is in contact with the customer. He can be reached at ******************************** for any query or assistance. We sincerely request the customer to co-operate with us and allow us some more time. Thank you!
Customer response
08/16/2021
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.
I have not received refund as yet, but They made several plea to take this complaint back as it is hurting their business when it is already very slow. Given my previous experience with the travel agency, I am giving them benefit of doubt and willing to resolve this complaint for the time.
After receiving multiple phone calls and emails over the past week with assurance that they are taking my case on priority bases with the airline and will refund the amount as soon as the Airline release it. They assured me that even if the airline goes bank corrupt, I will still get my refund back. Furthermore, we agreed that I have the rights to take legal or any action on any platform and accepting this resolution does not automatically stop me refiling complain with appropriate authority.

Regards,

*************************
Initial Complaint
07/27/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought 4 round-trip tickets to India through Indian Eagle and the travel was during May - Sep 2020. As the flights were canceled and Air India was ordered by ************************** to refund these tickets, I contacted Indian Eagle. Indian Eagle charged me an additional $75 per ticket to process the refund. My credit card was charged for this additional amount in May 2020. I contacted Indian Eagle many times and never received a proper response. I never received any refund from Air India either. Every time I was told to wait for more time as things were getting delayed due to COVID circumstances. I have waited too long and want this resolved.
Business response
08/05/2021
We understand yourfrustration at having to wait for your refund amount for an unexpectedly longertime. We are truly sorry for any inconvenience that this may have caused you. Despite the notice issued by **************************, the airline is taking quitea longer time to clear the backlog of refund requests. We are following up withthe airline, with the request to open the refund window in the system for us. Someof our customers whose trips were canceled in March and April 2021 haverecently got the refund, while some are still waiting for it. However, beassured that your hard-earned money is safe though there is inordinate delay. Pleasetrust us; we are trying our level best to get our patrons refund amountreleased.
Customer response
08/05/2021
Complaint: 15700617

I am rejecting this response because:
I am requesting Indian Eagle to refund the additional amount they charged me in May 2020. I am independently working with Air India to process my refund. Please find attached a copy of the charges by Indian Eagle.

Regards,

*********************************************
Business response
08/13/2021
To your pleasure, we have released the refund through an Amazon gift card. Hope you may have received it by this time. Thank you for being patient and co-operating with us until the issue was resolved. We appreciate your business with us. You can reach our executive ***** at *********************************** for further assistance.
Customer response
08/16/2021
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. I received the refund requested and I appreciate the time and effort taken by the company to resolve the issue. Thank you very much.

Regards,

*********************************************

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