Yatra.com - Not providing all facilities

We booked a trip to Bali and Singapore for * nights/* days from *th July **** to **th July **** for four family members from yatra.com. They had subcontracted it to their travel partner. “Reasonable check-in” on **th June ****, vide booking reference number rcpwb********* (booking id - ********). We made the full payment of the package of Rs.*,**,***/- on **th June ****. The services provided by “reasonable check-in” have been very casual, unprofessional, and mismanaged since the booking was made. We had been contacting their officials daily regarding formalities required from our side for the visa application process. However, we did not receive any clarification from them. Initially, we received an email from them regarding visa application to Thailand, which was later corrected by the following email from them. We were told to send passport and Singapore visa application form of * passengers to Kolkata. However, on the telephonic conversation with the seller on **th June ****, we were told to send the passports to Mumbai
instead of Kolkata. The visa team of “reasonable check-in” was itself unclear of the procedure to be followed for the visa application process of Singapore. After a harsh e-mail from our side to them on **th June ****, we finally received all details and documents required to be sent with our visa application form on **th June ****, after a delay of * days made by the seller. Despite repeated reminders, we did not receive our travel vouchers and details of contact persons in Bali and Singapore until *th July ****, just * days before our scheduled departure to Bali. Also, the vouchers did not mention the water activities included in Bali, sight-seeing covered in Singapore city tour or the activities included in Sentosa island. We were promised a “lovely lunch” as per itinerary on **th June **** after water activities in Bali. However, we were served plain boiled rice with noodles without any accompanying curry/vegetables. The seller considers this food as “lovely lunch”. The food which was served to us was inedible, to say the least. The tickets for Sentosa island, night safari, s.e.a. aquarium, universal studios and wings of time show were sent to us on **th July **** after we reached Singapore. These tickets should have been mailed to us at least *-* days before our departure as was promised to us. As per itinerary, our city tour in Singapore on **th July **** included a fountain of wealth, Merlion Park, Suntec city, orchard road, china town and little India. However, we were taken to visit the Singapore Flyer and riverboat cruise. We had to pay ** per person for both the attractions. we were not informed of this additional cost at the time of booking and we had
to spend this money from our own pocket. We were not taken to fountain of wealth, Suntec city, orchard road and china town on this first day of city tour as promised as per itinerary. As per itinerary tour of Sentosa island scheduled on **th July ****, was to include cable car ride, sky ride and luge combo, Madame Tussauds museum + ios live show and s.e.a. aquarium. On reaching Sentosa island, we realised that Madame Tussauds +ios live show tickets and luge, sky ride combo tickets had not been given to us. After contacting “reasonable check-in”, we received the tickets for Madame Tussauds + ios live at * pm Singapore time on **th July. Also, the tickets of Madame Tussauds which were sent to us were booked on **th June **** as per the date mentioned on the tickets these were deliberately not sent to us on time so that the seller “reasonable check-in” could save the money for not providing the services promised to us. We now had to cover both universal studios and Madame Tussauds + ios live on **th July itself. There was no other option left for us, as it was our last day in Singapore. However, as **th July was a Saturday, we were barely able to complete a universal studio visit due to huge footfall at the venue on weekends. There was no time left for us to visit Madame Tussauds museum. The
ticket still stands unutilized. we were not issued the ticket for skyride and luge combo. Due to this casual, mismanaged and irresponsible actions, not providing the tickets by “reasonable check-in”, sub-agent of yatra.com, we have faced immense mental stress and financial loss. The losses incurred by us during the tour as per their itinerary is as under:
Tickets of Madame Tussauds +ios live for * persons ( sgd ***
tickets of luge and Skyride combo for * persons sgd ***
total sgd ***
Besides the above, we paid sg$ *** for * tickets of Singapore flyer and riverboat cruise which forced us to take these rides as no other option was available but had to waste *.* hours, remaining idle if not taking the ride. as a result, we had incurred the financial loss of rs *****/- (*sg$= rs **/- * sg$ ***). all this loss happened due to unorganized, unmanaged, casual approach and poor service provided by the service provider.the mental stress, harassment and agony which we faced till the visa was not received due to casual approach and incompetent services provided by the tour operator and due to delay/non-receipt of tickets cannot be measured in terms of money but as compensation I am lodging my claim of Rs ***** (Rs ***** per person) as a compensation for the mental stress and agony faced by all four family members from the date of booking of the tour till conclusion of tour. Please take up with the vendor reasonable check-in and also yatra.com, as I booked the tour from them for the claim of Rs ******/- (Rs *****/- + Rs *****/-) for the immense mental harassment and torture caused to us by sub-contractor of yatra.com “reasonable check-in”.
The complete correspondence with the vendor through email is attached for your perusal. The complaint was taken with all forums but Yatra cares deliberately delaying the resolutions though admitted the mistake and apologized for the stress and the loss we suffered but offering a very small amount of compensation which I did not accept. Through this forum, I once again request to take up with the company.