Issued flight tickets to Australia from Kolkata for 10th August, 2011. Jewel and Lotus stated that they will make arrangements for the Visa as well, so provided them with the necessary documents. However, they did not inform us that the application was NOT accepted as for this particular visa the application has to be lodged directly to Australia. They kept hold of the documents for 20 days, keeping us entirely in the dark about it, and saying in contrary that the Visa is already approved, and will be stamped as soon as the grant letter comes from Australia. Now the Visa will take a lot of time to get processed and the tickets have to be cancelled obviously as they failed to inform us early enough about the problem. So they should provide a FULL refund (without taking any cancellation charges) for the tickets as it was due to their responsibility and carelessness that the tickets have to be cancelled. But they are refusing to give the full refund.
Please advise asap on how to get the full refund from them.