There are various modes of transportation in India be it through air, sea or land. Indian transportation, due to its immense population, is one of the most widely used in the world.
For traveling within India people generally prefer to rent a car or travel via train or bus as they deem convenient. Ola and Uber are prime examples of this. These startups have skyrocketed and are one of most used traveling apps in the India.
Meanwhile, many people prefer to travel via plane as it saves times. For this they either book the ticket through the website directly or look for agents to do the same.
Apart from big names there are some private agencies which try to lure customers by offering them lucrative discounts. Travel agent frauds are quite prevalent in India. The most common travel agent/agency complaints include refund not provided, hotel denying check-in, fake promises etc.
Travel complaints have a sense of urgency and responsibility attached to them because no one wants to board a late flight or wants to stay in low-quality hotel.
We all want our travels and trips to be smooth right from the beginning. And if something does not go as per our expectations, the mood gets spoiled!
Therefore, it brings a significant responsibility on the shoulders of the travel companies to solve the issues faced by their customers. One should only book their hotels/flights via trustworthy sites to avoid getting duped. However, sometimes even these reputed travel companies commit an error.
In this article, we have covered the common travel complaints that are faced by customers and how you can resolve them.
But first lets check out the famous travel companies in India
1. Make My Trip
Make my Trip is one of the leading online travel companies in India. In 2000 it was founded by Deepak Kalra and had its headquarters in Gurugram, Haryana.
They have more than 14 company-owned travel stores in India and have over 30 franchisee-owned travel stores in India. They also have offices in Dubai, Phuket, Bangkok, New York, Kuala, and Lumpur.
Founded by Manish Amin, Sabina Chopra, and Dhruv Shringi in 2006, Yatra.com is the pre-eminent Indian online travel agency. It is based in Gurugram, Haryana. According to the sources in 2012, Yatra became the second-largest online travel service provider company in India.
Oyo rooms, popularly known as Oyo hotels and rooms and stylized as OYO, is the fastest and largest growing hospitality chain in India. They worked on the franchising and leased system, which fortunately turned out to be the best for the company. Founded by Ritesh Agarwal in 2013, OYO gained much popularity right from the beginning.
Subsidiary of Make My Trip Limited, Mauritius Ibibo, is a travel organization in 2006 by Ashish Kashyap. In 2013 Goibibo made it among the top five most trusted e-commerce brands in India.
Happy Easy Go is one of the emerging online travel company founded by Boris Zha in 2017. In 2019 it became the second-largest online travel booking platform in India and had more than 10 million customer bases all over the world. It has its headquarters in Gurugram, Shanghai, Chengdu, Hong Kong, and Singapore. During late 2018 HappyEasyGo established its hotel business.
6. Thomas Cook:
Thomas Cook (India) Ltd has its headquarters in Mumbai and caters to all the travel related requirements from visas to foreign exchange. They established themselves in India in 1881 and expanded its business to all the nearby countries.
7. Clear Trip:
Clear Trip earlier was known as Clear Trip Travel Services Private limited is a universal online travel company established in 2016. It has its headquarters in Dubai and Mumbai. In India, they started with a vision of making travel simple by bridging the gap between the Indian hospitality and travel sector. It was founded as an air and hotel aggregator by Stuart Crighton, Mathew Spacie, and Hrush Bhatt.
8. Travel Guru:
Travel Guru is India’s leading and growing travel website. It offers flights, holiday packages, and hotels at the best prices; they aim to make your trip smooth and convenient.
9. Travel Triangle:
Founded by three IIT graduates Sanchit Garg, Prabhat Gupta, and Sankalp Agarwal. It is India’s first fully stacked Holiday Marketplace that connects verified travel agents and travelers. It was founded in 2011 and competed with companies such as Thrillophilia. It is a platform that is trusted by many.
10. Travelocity India:
It is rated as one of the best online travel portals in the world and perfectly caters to the local needs of the people by launching specialized programs. In India, they cater to both business and leisure requirements.
Types of Travel Complaints
1. Tickets canceled, but money is not refunded:
One of the significant problems that are being faced by customers of major travel companies is that they cancel the tickets, but money is not credited to their bank account.
During COVID-19 times, many have reported on the internet that they have booked tickets, and they got canceled due to the pandemic. However, the companies did not refund the amount. Either they are saying that they have refunded the amount, or instead, they are offering a credit voucher.
2. No refund for flights canceled due to COVID-19 pandemic:
Due to the global pandemic, suddenly, flights were canceled. It was reported by customers of many major travel companies that they did not get their refund; however, the airlines did return the full booking amount. Many customers were upset because the travel companies did not inform them about the refund from the airlines.
3. Partial refund for the flights canceled due to COVID-19:
Many customers reported that they did not receive the full amount of flights they booked pre-corona. However, airlines have refunded the entire amount, but travel companies did not credit the whole amount; instead, they deducted a certain amount without giving any valid reason.
4. No refund against booked packages:
Many planned trips in June assuming that pandemic will end, but in the wake of current times, still, the tourism industry is on hold.
As people booked packages for traveling and now are requesting for a refund, but many companies are simply denying it.
However, many customers are disturbed with it because, in these uncertain times, they are struggling so much to get their refund.
5. Unable to connect with customer care service:
Many customers from significant travel companies face this very issue when they contact the customer care, they are not entertained, or their complaints are not correctly handled.
Many faced this particular issue while they were contacting the customer care, and their complaints were not appropriately welcomed or they were not able to connect with them.
6. Fraudulent booking agents:
Many travel companies have their booking agents, but some fraudsters just dive in and cheat people.
Many customers from significant companies, including Make My Trip and Yatra complained that they had been cheated by fraudsters in the name of these companies, and they have demanded a refund from the company.
7. Rescheduling of flights due to COVID-19:
Due to Corona pandemic, many people had to reschedule their flights, but travel companies are not helping them or are not considering their request.
8. Over billing by travel companies:
The most common types of complaints regarding Ola and Uber include over billing issues and not returning the left item in the cab. But you can try contacting the customer care number of Ola which is 098842437 and customer care of Uber which is 1300091272.
How to resolve travel complaints?
1. File support ticket/send an email:
You can always contact travel companies through their official website by going to their contact us section and by sending them an email. Customer service emails of some leading travel companies are:
Make My Trip- email@example.com
Happy Easy Go- firstname.lastname@example.org
Clear Trip- email@example.com
Travel guru- firstname.lastname@example.org
2. Call Customer support:
One of the perfect ways to directly come in contact with the travel company is by contacting it through phone call for customer support. All these well-known travel companies have a 24*7 working customer care number which helps in resolving complaints as they value customer feedback. The customer care number of some of the leading travel agencies and hospitality companies in India are :
Cox and Kings Customer Care Number - 1800 209 0400
Thomas Cook Customer Care Number - 1800 209 9100
Club Mahindra Holidays Customer Care Number - 044 6695 3435
Expedia Customer Care Number – 800-319-4834
Yatra Customer Care Number - 0124 3040500
Goibibo Customer Care Number - 1800 208 1060
Makemytrip Customer Care Number - 1800 102 8747
Travelguru Customer Care Number - +91 92111 77444
Oyo Customer Care Number - 093139 31393
RedBus Customer Care Number - 1860 121 2102
3. Report to the airlines/hotel directly:
As we have seen above, many customers have reported that the airlines and hotels have issued a refund, but the travel companies have not refunded the money in the bank accounts. It is always better to contact the airlines or hotels directly if the companies don’t issue a refund by time. You can contact the airlines and hotels by calling them on their customer care number or by sending the email.
4. Send Legal Notice:
Consumers can send legal notices to travel company in case it is unable to resolve his complaint. It is one of the efficient ways to handle the issue legally. Check below to know how to send a legal notice to travel company?
Step 1: Firstly, get a legal notice drafted by a lawyer.
Step 2: Check it properly and make sure it is signed by lawyer.
Step 3: Keep a copy of it for future purposes.
Step 4: Send the legal notice to travel company by registered post.
Step 5: Keep the slip or delivery report for evidence.
5. File consumer forum case:
Consumer forum deals with consumer complaints and you should approach consumer forum if you feel that your rights as a consumer have been violated.
If travel company is not responding to your complaints even after sending legal notice by a lawyer then you should file a case against it in a consumer court.
Here is how you can file a case in the consumer court?
Step 1: Intimate the aggrieved party via legal notice.
Step 2: Draft the consumer complaint
Step 3: Attach all the relevant documents and proofs to support your complaint.
Step 4: Select the appropriate court for filing the complaint.
Step 5: Pay the prescribed court fee that is required to be paid along with the complaint.
Step 6: Submit the case along with the affidavit & fees in the court.
If you feel uncomfortable doing all this yourself, then you should use the services provided by Voxya to send Legal Notice and prepare Case for filing in consumer court. We, at Voxya, are generally receiving more than 100 travel consumer complaints every month.
Most Common Issue Reported for Travel Complaints
Hi, Myself naresh peddy. I have booked ethihad flight from brussels to hyderabad (**-apr-****) and hyderabad to brussels (**- may-****). Booking id: nn*************. Due to covid **, ethihad air lines cancelled the flight. I requested for t...
Aug 12, 2020 by Naresh
I am writing to you all with immense hope for a resolution to my case and I would be really grateful if you could help. I was planned to travel to Jeddah, Saudi Arabia on the **th March **** – and return on **th March on an Umrah Visa. How...
Aug 12, 2020 by Kamalluddin Nisar Kazi
Makemytrip is probably not a viable company during the pandemic. So, they are continuing the habit of refusing the convenience fee refund. The proportion of flights being cancelled by the airlines during the pandemic is exponential compared to ...
Aug 12, 2020 by Eswar B
I Booked land tour package in Tripfactory on ** Feb.****, my travel period was **.**.** to **.**.**, They will not provide any visa & package still **.**.**, after that they Cancelled my trip due to COVID-**, Still they were not paid any refun...
Aug 12, 2020 by Sainath G
I have booked my flight from delhi to portblair in Feb **** for april Month but cancel due to lockdown & i have request for cancelation for ticket in April **** but till now I have regular request & mail to cleartrip but no refund received....
Aug 12, 2020 by Hariom
I booked a ticket online through UPSRTC online website on **/**/**** at **.**hrs but later on i cancelled this ticket on the same day at **.**hrs and i got email of e-cancellation ticket. But till now i did not get my money back till now. I hav...
Aug 12, 2020 by Navpreet Singh Bhatti
I made a booking in Jan **** for a round trip from US to India. The travel date was May ** ****. Due to covid ** the flights were cancelled. Goibibo has not processed my refund for the past *** days. Everytime I follow-up they quote **-** days ...
Aug 12, 2020 by Rakesh Baravathaya Badaje
I booked my tickets with Yatra for May **** flight. Due to pandemic all flights are cancelled. I have requested Yatra either to refund cash or credit so that I can use it for any of my family members in future. I haven’t heard back from Yatra...
Aug 11, 2020 by Renu S Patil
I bought four flight tickets (domestic within US) through @Cleartrip in early March, paying an additional premium to avail the “Freedom Fare” policy – it promised a refund in the event of cancellation. I had to cancel the trip in March it...
Aug 11, 2020 by Rajib L. Saha
I have booked my flight from ***** to ATQ under Yatra booking reference no ************* for *th August and due to cancellation of the flight from SpiceJet I was unable to travel but till today I am just chasing for my refund. I have also mail...
Aug 11, 2020 by Babulal Mahawar
My hosier flight was cancelled and refund was sent to make my trip on ** Jul **** after * days of booking but make my trip till now not refunded to me ...
Aug 11, 2020 by Dharmendra Kumar
I booked * flight tickets through Via.com for **th May ****. I cancelled them on **th Ma y ****. I have been following up with email@example.com for the refund from past few months. No positive response from them. I am still awaiting for my refund...
Aug 11, 2020 by Amitha S Raj
Because of covid-** my airline got canceled, But my travel agent canceled my ticket and took the refund without my permission and didn't sent it to my account. Case no. from airline for refund to goibibo:- ******** PNR no:- YQW*QE ...
Aug 11, 2020 by Ritumbada sahoo
I have booked my flights from delhi ahmedabad and round trip but cancelled it for some reason . It's more than a month they haven't issued refund to me ...
Aug 11, 2020 by Mayank Arora
i have taken the Package from Yatra Wave with assured Gift but no one responding to my call for the Trip . Customer care number also not working ...
Aug 10, 2020 by Vivek Arora
I had booked ticket on ** Jan Booking Id: N*EFG*ITS. Flight was from Ahemdabad to Delhi by PNR-FG*ITS of INDIGO flight amount *, ***. Ticket got cancelled due to covid **. I have been confirmed by goibibo for returning refund on ** July by em...
Aug 10, 2020 by ASHISH JAIN
I had booked hotel, than my payment was deducted, but I no received any confirmation, than I did second booking with again payment, and now I can't reach goibibo for my refund... ...
Aug 10, 2020 by GADHAVI PRUTHVIDAN RAMESHDAN
I have the done the booking from Pune to Prayagraj flight on Goibibo and done the payment .After few min i received mail that booking is unsuccessful and refund is initiated. i want to know why it was unsuccessful and when the money will refund...
Aug 10, 2020 by Vikash ojh
I have booked an air ticket on **th January **** through Easy Trip Planners, Building no ***, Patparganj Industrial Area, Delhi NCR for journey from Delhi to Hyderabad for journey on **th May **** for * pax vide their booking confirmation no E...
Aug 10, 2020 by S J Kanyalal
We had booked tickets on **th June from Hyderabad to Dharamshala (connecting flights) through MakeMytrip site. Travel date was *st July,****. [Hyderabad -> Chandigarh (Go Air – PNR: N*IUHM): Chandigarh-> Dharamshala (AirIndia – PNR: Z*JHJ)]...
Aug 10, 2020 by Isha Sood
I've booked a ticket on Yatra and money was deducted from my credit card. Also, Yatra sent me a confirmation email on this which I've attached below. Now, When I wish to cancel my booking, Yatra team (firstname.lastname@example.org) is unable to locat...
Aug 05, 2020 by Aman Kumar
I had booked the flight in feb, **** but due to this pandemic covid-** situation the flights got cancelled and the refund amount credited to airline shell amount. Yatra took those amount in their wallet. Now yatra is not refunding the whole amo...
Aug 03, 2020 by Saurabh yadav
Hi i have booked my ticket from Pune to Kolkata through Yatra on **th July **** and the airline cancelled the ticket due to lockdown extension. But now when i try to claim the refund from the site my latest booking is not showing up.it list dow...
Aug 01, 2020 by Sumit Cchakraborty
I tried booking ticket from yatra.com android app. I completed transaction of ****rs via Google pay . My upi transaction I'd is ************...
Aug 01, 2020 by Himanshu Sharma
Previous voxya complaint id-*****.Amount not refunded by yatra even after **days even after in my earlier complaint they said they eill refund. I Booked A Cab Imfrom Yatra On **th June **** But Due Ti Some Issue Amount Was Deducted But Booking...
Jul 31, 2020 by Azeem Anwar
I was booking my flight through this site on *th of july but my money got deducted and didn't get my flight booked and they are not even replying me.once i visited to their branch of gurugram which address is present on google but the address i...
Jul 30, 2020 by Shivam
I booked * flight tickets from Bengaluru to Jindal vijaynagar Airport (scheduled on **.**.****) The flight was cancelled by the service provider (Trujet). I got a confirmation from Trujet for full refund. In the total amount of **** excludin...
Jul 28, 2020 by DHINESH KUMAR
I have booked a room at goa Sunday beach resort for which I paid online...but Oyo cut the amount from my account thrice a time and after complaining they promised me to refund the rest amount which is **** within ** days in which they failed an...
Jul 26, 2020 by Nishita mehta
I HAVE BOOKED TICKET VIA YATRA.COM BOOKING ID ************* AND THE FLIGHT WAS CANCELLED ONE DAY BEFORE ON * JUNE **** BUT STILL I HAVE NOT GOT ANY REFUND FROM YATRA.COM ...
Jul 26, 2020 by RAJINDER SINGH
I booked UBER from IGI T* to my home address...uber told me to add some money in Paytm I added ***rs in my Paytm wallet but when my destination arrived the driver said he didn't receive the base amount but after looking in-app the payment was d...
Jul 25, 2020 by Aayush
I booked bus on *th july **** . On ** july there is some lockdown n all int he city so all the bus was cancelled so i cancelled the bus. I got tje messege of cancellation n it iwas showing in the app that ur bus is cancelled. After few days, i...
Jul 24, 2020 by Abhishek sahu
I cancelled the flight which I had to travel but I couldn't due to the covid ** situation so now I m asking them the refund but they are giving excuse and aren't helping me with anything....
Jul 22, 2020 by Aryan Sharma
Hello my trip ID is ***********, from seoul to gold coast. This trip was cancelled due to covid by JetStar airlines and the fund for the same was refunded to cleartrip on march ****. After numerous emails and reminders till date i have not rece...
Jul 22, 2020 by ishika
I booked two tickets with the reference number ************* on **th july. On **th July the Airlines cancelled the flight. I cancelled the tickets at Airlines portal first then in Yatra. I didn't get any option while cancelling my ticket. * da...
Jul 22, 2020 by Tapas Chakraborty
I had booked for Dubai package. And payed ***** for the same. Neither did they book the package to me and send me to dubai. Nor have they been traceable ever since. Please help me to track them...
Jul 22, 2020 by Dr Nadia
I booked a round trip BLR - DEL on **th July ****. Trip ID: ************. The payment failed, but I was charged for unconfirmed tickets. I got message from Cleartrip saying that the amount will be refunded in * - ** working days. I haven't rece...
Jul 21, 2020 by Jaggdish R
I booked a flight in pre covid times. Air Asia cancelled the flight and refunded entire amount to Makemytrip. Now - Makemytrip has deducted **** rs without giving any reason. I have raised complaints on customer support and Social Media...
Jul 21, 2020 by Nikhil Patwari
I booked a flight on ** Jul **** which unfortunately did not get book but the amount got deducted. There is no response from yatra team regarding the amount refund initiation. I sent them email * or * times and escalated the issue by submitting...
Jul 21, 2020 by Aditya Kachru
I booked a round trip from Chennai to Varanasi through yata for the dates ** March **** (Indigo) and ** March **** (spicejet) respectively. Due to lockdown flights were cancelled and Refund was made in the form of Credit shell by the airlines....
Jul 19, 2020 by RISHABH GANGWAR
I booked two travel ticket through Happyeasy Go from Chennai to Indore and Indore to Chennai through PNR YJMY*J dated **th April and JLS*WQ dated **rd May **** respectively. Because of COVID-** airline cancel all the flights and refund the mo...
Jul 16, 2020 by Shubham Dosi