Ticket not received (User)

If user is saying that he has not received the Ticket just check the Order ID in CSR Portal and if order status is cancelled or something then follow this article or we will move forward and  copy the external order ID and check in CT portal. 

If order status on CT portal is other then "Confirmed" follow this article (Cancelled/Resolved or Booking Pending). 

Now the booking is confirmed then we will send the below response - 

"Hi,

Thank you for writing to us.

As per our records, your flight booking has been canceled. Please be informed the refund will be processed as per the cancelation policy of the airline. However, we are yet to receive the refund from them.

Once received it'll be processed in 7 working days. "

Ticket filed - Flights ->ticket not received -> Asked to check mailbox  and Hit update and while sending the response select "Send and set as resolved"

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Now if user is still saying not received then we will go on CT portal and open the trip details by clicking on it. 

You will get all the details - but you need to click on the button you will see on the right hand side "Email itinerary"

Enter your mail ID and hit the Email Itinerary button 

You will get the trip details in your mail box. Just copy the details and share this with user.

Response - "Hi,

Kindly find the e-ticket below.

Ticket details you copied from mailbox

"

Ticket filed - 

Hit update and while sending the response select "Send and set as resolved"