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
I had booked a return ticket in Kenyan Airways on ** March **** through GOIBIBO bookind ID TUATFVL*I. The booking has been cancelled due to covid restrictions. I have requested GOIBIBO for refund but there was no response regarding the same....
Jan 22, 2021 by RAJASEKHAR BINUMON
Package booked on **st February (Booking ID - NL*************) with the advance payment of ***** INR and travel got cancelled/postponed due to COVID. Make My Trip initially conveyed to adjust the package after few months and declined the refund...
Jan 21, 2021 by Deepanshu Goyal
I have cancelled the trip on **th April **** as my trip got cancelled due to lockdown, still waiting for refund, every-week I call they tell me next week, it's more then **month, called more then ** times, dropped numerous mail, still no update...
Jan 20, 2021 by Pradeep Nayak
I booked a flight ticket in MAKE MY TRIP and after that I cancelled it for some reasons. The refund for that cancelled ticket was not initiated to me till now. I raised a refund request and it's been more than * months. Not even a single penny ...
Jan 19, 2021 by Balaji Vishnu Sai Vanapalli
I had booked tickets per MakeMyTrip vide booking ID NN*************. Flights got cancelled owing to COVID and Emirates airlines informs full refund provided but MakeMyTrip has not even refunded ** percent of fare paid...
Jan 19, 2021 by Gopinath pullot
BOOKING ID-HTLKM*E**S I HAVE CANCELLED ON **.**.**** FOR RS.****/- BUT TILL DATE NO REFUND RECEIVED FROM GOIBIBO AFTER SO MANY CALLS AND MAILS...
Jan 17, 2021 by PRAKASH SINGH PAPOLA
I booked a ticket on ** Dec **** from chennai to coimbatore, reference number: ********* and after the payment got deducted i received a mail about the fare increase and I will receive a refund and i had mailed them thrice and still no refund ...
Jan 17, 2021 by Mohammed muzzakier
I have booked flight ticket from guwahati to delhi by using travolook.in ,money is deducted my account and i got a email that your flight is inprogress it will take ** minutes. But i have not got any ticket. please help me for refund my money....
Jan 16, 2021 by Nitin kumar sharma
Ola charged me twice for the same ride. Once via UPI payment and at the end of the ride it not show up in the driver app so he took the cash to complete the ride. I was charged ₹*** extra for the cab ride from airport to my home. The CRN# is ...
Jan 16, 2021 by Parmesh Gutti
I have booked ticket from Ranchi to Raipur in March **** and this is order id ******************. They are saying that we need ** to ** days whenever I call them. I directly checked with Air India and they informed me like refund has already be...
Jan 14, 2021 by Nitin Shrivastava
I booked a return flight with Cleartrip. One-side of the journey was made successfully but because the return flight was on **th March ****, it was cancelled because of the COVID-** Pandemic. I contacted Cleartrip to get my refund, and on **...
Jan 13, 2021 by Bhanu
With extreme disappointment I would like to bring it to your notice that its been a hard time for me to keep taking a followup for my refund flight request since last eight months. As gobibo is not entertaining any customers with existing bo...
Jan 13, 2021 by varda chandrakant bora
This is regarding an issue with MMT having booking id: IN*B************* The executive assigned on this booking has cheated the customer and manipulated the bookings. Have enough proofs for the same. Few of the Vouchers & booking confirmation...
Jan 13, 2021 by Adit Desai
I booked (on **/**/****) a GoAir return flight via EaseMyTrip, MCT-BOM-MCT, travel dates **/**/** & **/**/**, costing ₹.*****. GoAir cancelled the flight on MCT-BOM sector on **/**/**** due to citing the reason to be beyond their control. ...
Jan 11, 2021 by Amith Samuel Tauro
Hi, I made booking through goibibo in month of june and due to covid** airlines canceled my flight and since from then I'm contacted multiple times with goibibo but there is no proper response. Its been more than * months right now and didn...
Jan 11, 2021 by Hari gudiwada
MakeMyTrip has cheated us by Advertising and service not Provided in Reality. Hotel Bookings as advertised and after payment and arrival none of the advertised amenities provided/serviceable. We are cheated by MakeMyTrip....
Jan 11, 2021 by Anirban Singh
I booked a ticket on December *st **** from travolook and the Reference Number is - REF********* date of travel was *th January **** from Delhi to Bangalore but after the ticket was booked they sent the mail saying it got cancelled and also cal...
Jan 11, 2021 by Harshpinder Singh
Horrifying experience with make my trip for the booking ID - NF**************. I hope you all are well. I was a loyal customer to Make My Trip for so many years but now I have been through lot of emotional & mental harassment. I booked the f...
Jan 11, 2021 by Vikas Shankar kumbhar
I have done registration with pioneer in Jan ****. It was very difficult to contact them. All promisses made were just false. In the Nov **** we had booked the package for udaipur rajasthan. The team gave us booking confirmation however on reac...
Jan 10, 2021 by Pankaj Gujar
I BOOKED FLIGHT ON ** DEC AND THEY CANCELLED IT TILL *TH JAN I HAVE NOT RECEIVED THE REFUND AGAIN TODAY ON *TH JAN I BOOKED TICKET CANCELLED FROM THERE SIDE WITHOUT ANY CONFIRMATION GIVEN FULLISH REASON OF CANCELLATION YOU GUYS ARE GIVING BULL...
Jan 09, 2021 by SWATI KUMARI
My family and I had booked tickets for New Zealand for the year ****. With the COVID-** regulations we had to cancel the ticket. Our airlines, Singapore Airlines, offered us full refund and sent it to via.com, our travel agency. However, despit...
Jan 18, 2021 by Isheeta Sharma
I had a Flight booking through Yatra, YATRA REF NUMBER ************,from Hyderabad to Visakhapatnam on **th May,****. due to Carona pandemic, the airline cancelled the flight and refunded the amount to Yatra, but the Yatra team was not refundin...
Jan 18, 2021 by Vamsi
I had a Booking Reference Number - ************* from **Dec to **Dec at Hotel Boons Ark With a Swimming Pool But the Owner declined to accept the booking Hence request them to Refund the Booking amount...
Jan 12, 2021 by Suraj Bhure
Dear Sir, Sub: My Baleno car DL *CL**** sold to Cars**: On Sat, **th Dec i visited Sector **, MG Rd, Gurgaon for Car inspection & got a Quote for **,***/- which i agreed & a token of **** was paid. I was asked to provide the Bank NOC for ...
Jan 09, 2021 by SUBODH RANDIVE
I booked my hotel stay at Udaan Dekeling Resort on Darjeeling for **th Dec - *nd Jan ****. While making the booking through Makemytrip, i was charged **,*** for it. When checking out at the hotel, i was told that my total booking charges were a...
Jan 07, 2021 by Sounak Dasgupta
I booked a flight from Trivandrum to Bangalore using Make My Trip on **/**/****. As the flight itself was cancelled, I opted to cancel my booking rather than to choose another flight. Hence I did the same on **/**/****. Make My Trip keeps sendi...
Jan 06, 2021 by Madhav Sankar R Warrier
I made a flight booking through MakeMyTrip on **rd December **** for travel dates **th May ****, now due to pandemic the passengers couldn't travel and I got a email from Indigo that they have kept my money is a credit shell and it can be used ...
Jan 05, 2021 by Kushal Narayan Patel
I paid ***money through Google pay , money debit my account and transaction is successfully through Google pay . But I didn't get any train ticket for to go Bangalore . I have evidence of I paided receipt. I want my money . please refund my mo...
Jan 01, 2021 by Mohamed sharfas khan ckm
Airline credit shell not working with yatra and no refund...
Dec 21, 2020 by Swamy Ayyappa Peddinti
I booked a flight ticlet to madurai on oct **.. My ticket got cancelled as they said the PNR wasn't generated.. Its been more than * months since they told they'll give refund.. But I've not received any refund till now.....
Dec 21, 2020 by Adithya Krishnamoorthy
I had done a flight booking from yatra which was cancelled due to covid, i was supposed to get a refund of Rs **** from yatra against reference no. ************* . But yet now I hav not received the refund.. the bank is saying to contact yatra...
Dec 20, 2020 by Zaira Almas
I have booked air ticket (Varanasi to New Delhi) on **th OCT**** from travolook site.they have detected my money **** Rs.but they put a ticket on hold and mail to me that your ticket in process. After * Hour I received a mail that your booking...
Dec 09, 2020 by Asimuddin
I have booked a flight through Yatra .com and cancled due to some problem at my enad before departure on **th Nov.Till now I have not received any amount post cancellation .I have tried connecting Yatra.com customer care but call is getting dis...
Dec 09, 2020 by Anoop Yadav
I had booked a flight from port Blair to Bangalore through yatra but the flight got canceled because of the lockdown. Few days back I received a mail from goair that they have refunded the money to yatra but I have still not received any money ...
Dec 09, 2020 by Mauzina
I have booked Italy Switzerland trip through travel triangle for March **** which is a total package of ******INR. I have made my bookings in October ****. I started paying in installments for four months amounts to ******INR. I repeatedly told...
Dec 08, 2020 by Manjunath G S
Hi I have booked the Flight Tickets Travel During Lock down from Make My trip For which airlines are Ready to Utilise the credit Shell For Other Passengers with Name / Sector / Date Change But Make My Trip Is insisting To Travel Same Passenger ...
Dec 02, 2020 by Kritika bhat
I had booked a flight ticket, from travolook.com, ticket had been cancelled from travolook side reason was that price has been change the time when you booked the ticket. Amount didnt refunded from travolook side. They were fraud as they book t...
Dec 02, 2020 by Prem kumar
I download the ixigo app and i logged in following t&c I booked a train ticket from GHY to BNC on **/**/**** money has deducted but didn't get ticket either there's nothing in transection history about my deduction. So somehow i need my money ...
Dec 02, 2020 by Rajbon Limboo
I booked a round trip by Indigo airlines from Trivandrum to Bangalore through Yatra.com and paid via GooglePay,the amount was deducted from my account as per the receipt generated by the payment portal but the tickets are not generated nor is a...
Dec 01, 2020 by Praveen Vyasan
Yatra.com cancelled my **th Nov flight all by themselves which costed me booking another flight from Jammu to Bangalore. I contacted GO AIR and they assured me that GO AIR only cancelled flights on *th Nov and not **th Nov. (yatra.com) have pa...
Nov 30, 2020 by Alok Koul