CONFIRMED ME THAT TICKET HAD BEEN CANCELLED & FULL REFUND IS UNDER PROCESS

I am writing to formally escalate a serious issue regarding the cancellation and refund of an Air India Express ticket booked through the TripJack portal. The flight was delayed by more than 2 hours, for which I received an official notification from Air India Express one day prior to the scheduled travel date. Immediately after receiving the delay notification, I contacted TripJack and requested that the passenger be shifted to an earlier available flight. However, despite repeated follow-ups, the required rescheduling was taking considerable time. As the travel was no longer convenient due to the substantial delay, I specifically requested TripJack to cancel the ticket and process a FULL REFUND. Your representative confirmed that the cancellation could be done with a full refund. Furthermore, on the day of travel, and BEFORE the scheduled departure of the flight, I again contacted TripJack customer care specifically to verify whether the ticket had actually been cancelled and whether the full refund would be processed. Your customer-care representative, Mr. Firoz Ansari, clearly confirmed to me that: 1. The ticket had been cancelled; and 2. The full refund was under process. I relied on this confirmation from TripJack and consequently made alternative travel arrangements for my client. I am therefore extremely surprised that TripJack is now refusing to process the full refund. This is not a case where the passenger simply failed to travel or requested a voluntary cancellation without any disruption. The cancellation arose after Air India Express notified us of a significant flight delay, and, more importantly, TripJack's own representative subsequently confirmed the cancellation and full refund before the scheduled departure. I request TripJack to immediately: • Review the complete call recording and CRM notes of my conversations with your customer-care team, particularly the conversation with Mr. Firoz Ansari. • Verify the exact time at which the cancellation request was made and the ticket cancellation was confirmed. • Confirm the cancellation status and refund status from the airline/GDS records. • Process the FULL REFUND as previously confirmed by your representative. • Provide me with a written explanation if TripJack continues to deny the refund, including the specific airline fare rule/DGCA provision relied upon for such denial. Please treat this as a formal escalation and refund dispute. I request a written resolution within 48 hours. If the matter is not resolved, I will be compelled to escalate the complaint to Air India Express, DGCA/AirSewa and the appropriate consumer grievance mechanism, along with the available call records, messages and other documentary evidence establishing that TripJack confirmed the full refund before departure. I expect TripJack to honour the commitment made by its authorised customer-care representative.