Booking.com refusing 24-hr free cancellation under DGCA rules and charging ₹4,299; IndiGo says it's free. What are my options?
Hi everyone, I’m stuck in a worst situation with a flight cancellation and need advice on how to handle it.
First mistake. I saved my HSBC Credit Card on Booking.com. I was just checking the flight prices nd entered wrong CVV to check final price. The payment went through even without an OTP.
Timeline & Details:
The Booking: I booked an IndiGo flight via Booking.com earlier today and requested an immediate cancellation within 2 hours of booking.
IndiGo's Stance: IndiGo confirmed that under the DGCA 24-hour free cancellation rule, the ticket can be canceled with ₹0 cancellation charges if Booking.com processes it through their partner helpline (0124-4973825). They cannot cancel it from their end since it was not booked on their website.
Booking.com's Stance: Booking.com support insists that the airline is charging a ₹4,299 cancellation fee. They asked me to provide written document from Indigo. But Indigo does not have this policy on their website for booking partners.
Current Status: After arguing with the customer support, the customer support team raised a support ticket, but support only stated it has been forwarded to a "concerned team" with no timeline for a resolution, which is a major issue given the time-sensitive nature of the 24-hour window.
What can I do in this situation?
Is there a way to force Booking.com to honor the DGCA free cancellation window before the 24 hours expire?
Can I dispute this charge or file a chargeback with my credit card issuer if Booking.com refuses to cancel it for free?
Should I escalate this immediately to the National Consumer Helpline (NCH) or AirSewa?
Any advice on how to get this resolved quickly would be greatly appreciated.
UPDATE: Thank you so much everyone for helping with suggestion on how to handle this. After fighting for the last 24 hrs on various forums and talking endless to different customer support executives, I was able get full refund except 325 charge even though booked through OTA. Posting this for anyone who will go through the same situation in future.