Malaysia Airlines says they never received my payment, but my bank says the money was credited. What should I do?

I'm looking for advice from anyone who has dealt with a similar situation.

On 20 May 2026, I attempted to book a flight from Delhi to Auckland through the Malaysia Airlines website. The payment amount of INR 64,642 was debited from my Federal Bank account, but I never received a booking confirmation.

When I contacted Malaysia Airlines, they initially said they could not find any booking associated with my payment and advised me to contact my bank. I raised a dispute with Federal Bank and provided all the transaction details.

After investigating, Federal Bank informed me that the transaction was successfully processed and that the funds were credited to the beneficiary side. I have written confirmation from the bank regarding this.

However, Malaysia Airlines has now responded stating that:

\- The booking attempts on their system show failed payments.

\- They cannot trace the transaction reference I provided.

\- According to them, no successful payment was received on their end.

So I'm now stuck between:

\- A bank saying the money was successfully credited.

\- An airline saying they never received the payment.

I have already provided Malaysia Airlines with:

\- Bank statement

\- Transaction reference number

\- Payment confirmation

\- All requested supporting documents

Has anyone dealt with a situation where a merchant claims they never received funds but the bank says the payment was successful?

What should be my next step?

\- Chargeback request?

\- Escalation to the airline's payment gateway/acquiring bank?

\- RBI Ombudsman complaint?

\- Consumer court?

Any advice would be greatly appreciated because this has been going on for weeks and neither side seems willing to take responsibility.

Thanks in advance.

Made the payment. Didn't receive the service