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 a partnership agreement with drivezy invested * lac and bought * vehicles but after January **** they had not made any payments nor have returned to my queries on ending the agreement. ...
Sep 24, 2020 by Syed Nasir Hussain
I booked my ticket from via.com but covid problem my ticket cancelled by airlines but not any notification and refund still have * month I too many tries to contact via agency through email and customer care but no any response. ...
Sep 23, 2020 by Mahendra Kumar
My pnr AEGY*B is cancelled due to flight cancel by GoAir. Goair already refunded my full amount. But as a travel agent this amount is in MMT account. Kindly transfer this amount to my account as soon as possible. I am in very much need of ...
Sep 23, 2020 by ANURAG GARG
I booked a cab(Uber) for my uncle on **/**/**** at *:**PM. The drived ended the trip within * mins and took my uncle to some other place and told him your booking was made for wrong destination. When my uncle called me the driver asked for char...
Sep 23, 2020 by santosh kumar roul
I had booked ticket from GOIBIO. My flight was canceled from GOAIR Airlines for PNR M*C**W . I approached the airline for the refund, they refund me ₹**** and through mail they said that refunded money to travel agents account. Goibibo. I h...
Sep 23, 2020 by PRAJIT VERMA
Hi, I book a Return Ticket From Dubai to Delhi for ** March **** and ** March ****. But due to sudden Lockdown I couldn't come back from Delhi to Dubai on ** March. So I used only one way ticket only. It was Indigo Air line. I asked them with ...
Sep 23, 2020 by Sulinder Singh
I booked * flight tickets from easemytrip up and down for air india flight. But its been * months now and my refund has not been processed. Please help me get my refund...I am short of money...
Sep 22, 2020 by Ankit Lahoti
I booked flight tickets through Yatra for an indigo flight..and due to the covid ** situation.. refund has been fully given. And indigo had given the full refund a month ago and Yatra hasn’t initiated it for a month and have not been replying...
Sep 22, 2020 by Harshitha Rajbabu
I tried to book a hotel in oyo app on **nd september and when i used the pay now button and clicked the upi option, the site said "Something went wrong, Please try again later", I didnt think much of it and proceeded to book another one, later ...
Sep 22, 2020 by Prateek Sharma
Hi i booked ticket through Yatra from bangalore to Gorakhpur flight on **th April (PNR : PN*ZQA) Indigo: Booking Ref No. *************. Due to lockdown my flight got cancelled from airlines side and received Credit Shell. But even after * month...
Sep 22, 2020 by Devesh Rai
After completing my ride from Bengaluru Airport to Krupanidhi College of Pharmacy,Bengaluru with Mr.Ashok N (Mob No. **********), I made payment of Rs.***/- thru Phonepe which is deducted from my account. However, he said that he has not receiv...
Sep 22, 2020 by Nikhil Bhat
I booked indigo flight on **-Feb-**** for booking date: **-April-****. And cancelled on **-March-****. I got it from indigo as a Credit Shell but not got refund from ixigo. Now if i try to utilise the credit shell indigo guys are saying bookin...
Sep 22, 2020 by Bitu Kumar Nirala
My flight was canceled from Indigo Airlines for PNR OPWQ*E . I approached the airline for the refund, they refund me ₹**** but I received ₹**** from Goibibo. I have been trying to contact them from every means, but they are not reachable. P...
Sep 22, 2020 by Aatika Sinha
Sir/Madam I had booked a * Nights - * days Sikkim - Gangtok- Darjeeling holiday package with Trip anthem for holidays starting *th April **** to **th April ****. The booking was made on *th Feb **** and I have paid down payment of Rs.****/- al...
Sep 21, 2020 by Raghu Sharma
ON GOOLGE WHEN SEARCHED " passport application " THE FIRST FOUR WEBSITES ARE FAKE , I APPLIED FOR MY FRIEND AND PAID AND LATER GOT TO KNOW ITS A FAKE WEBSITE ...
Sep 21, 2020 by VIJAY
We have booked a flight ticket through the site but they cancelled the ticket without intimating and after I call them they said they will refund the money ...... Now they are not picking up calls and money has not yet come . Please help ...
Sep 21, 2020 by Ravi shah
SIR/MADAM I Sanjeet Kumar,I have booked a Andman Package from YOHO TRAVEL on **th Feb **** through Bajaj Finserv and I have Amount of Rs.***** which is advanced payment so that amount for booking could not increase and due to medical and busy...
Sep 21, 2020 by Sanjeet Kumar
Hello Sir, I have booked the tickets for Bangalore to chennai (round trip) through travolook.in and the amount of Rs. **** was debited. However, I havent received the tickets yet. Could you please help me get the amount refunded?...
Sep 21, 2020 by Ramkumar
Hello I have book my flights from visakhapatnam to surat today I.e ** sep **** for ** sep. I have made payment of **** but I did not receive my tickets and when I am calling them than they are not picking up my phone.. please help me.i am in ne...
Sep 20, 2020 by Sunil kumar jain
I am regularly crossing Vanagaram toll Pour, Chennai, Tamilnadu. The following dates return trip taken full amount instead of reduced amount for return journey. **-**-**** Payable Rs.**/- Paid Rs.**/- extra paid Rs.**. **-**-**** Payable...
Sep 19, 2020 by Alwys Robinson
Hi....I hv booked flights from bangalore - bhubaneshwar - bangalore from yatra. Due to covid my flights wer cancelled by airasia...I went to airport n cancelled my flights. I called up airasia customer for my refund n they told its been send to...
Sep 18, 2020 by Arun kumar
I booked flight tickets worth Rs.**** via yatra.com. Yatra ref no.*************..The flight was cancelled by airline itself and got email regarding this.. But yatra.com gave me only Rs.*** as refund..My complaint is firstly yatra.com failed to...
Sep 14, 2020 by JICKSON K. JOHN
I've booked a train ticket on yatra.com On **th sep ****, money got debited from my account. But when I check the booking status it says u have cancelled ur booking. I want my money back. Booking details : From : chennai Central To : met...
Sep 12, 2020 by Fayaz
I had made a booking from Mumbai to patna for **th Sep but the confirmation mail or ticket did not came and the money got deducted from the bank. I had paid from phone pe. Kindly refund my amount or send me the confirmation details. ...
Sep 10, 2020 by AMITABH SHARMA
Hello, I had booked * way flight ticket from Yatra with reference ************* of amount Rs.**** and the flights were cancelled due to Covid pandemic. Indigo has charged zero cancellation fee but Yatra has refunded only Rs.*** and also deduc...
Sep 09, 2020 by Shah Nawaz
i had booked a return ticket from delhi to melbourne and cancelled same in April **** due to ongoing pandemic. Now scene is that even though the airlines (Air India) have refunded the amount(have proof of same,already submitted to yatra) .yatr...
Sep 05, 2020 by Neelamber Singh Mander
I have vacated my room from Colive * months ago and I haven't received my security deposit back completely. They have wrongfully retained my money for some welcome back offer without asking me and now they are not returning it even after multip...
Sep 01, 2020 by Mahija
I had booked flight hyderabad to varanasi and PNR is VLJ*XT for ** April ****. I had raised concern many times to yatra team to refund the amount but there is no response from their side. The amount refund status is still showing under process....
Sep 01, 2020 by Saurabh yadav
I had booked air tickets via goibibo. since March I asked refund .no response regarding my refund I need my money back to the source account ...
Aug 28, 2020 by Vijay chandhar Kankani paramasivam
I had a flight booking done through Flipkart with Indigo . Indigo had cancelled my flight on **th July and i have been following up with flipkart since for the refund. As per their SLA it was within ** days of cancellation i was supposed to get...
Aug 27, 2020 by Amit prakash singh
I have booked my ticket on ** Feb **** and i have cancelled my ticket due covid** on March month **th till now i didn't get my refund so please help to refund it . I believe u as soon i get my refund...
Aug 27, 2020 by Pavithra
Hello, Due to the COVID situation, I am working from home and my daughter is preparing for her NEET. Today is the *rd day my family has gone without broadband connection for no fault of ours. The Airtel team out here has been tot...
Aug 27, 2020 by Albert
I've wrongly booked ticket by swapping first and last name in the ticket on March *th **** for April **th travel. But immediately I called Indigo and Vistara to cancel the ticket, they have agreed to settle ***%refund. But Yatra did not clear t...
Aug 26, 2020 by Mohanaprakkash
I paid Rs **** amount to Makemytrip but they are deducting instant cashback in my refund which is wrong. They already got the full ticket ticket amount from airline but still deducting instant cashback from my refund is not making any sense at ...
Aug 26, 2020 by Prakash
I had booked a ticket on ** th May from Patna to kochi scheduled on **th June **** and cancelled it on **th June **** ...It's been more than *.* months since I had cancelled the ticket but no refund has been initiated by them....even though the...
Aug 26, 2020 by Atul anand
I BOOKED RETURN FLIGHT NAGPUR TO INDORE OF ** TH AUG.. INDIGO CANCLLED BOTH FLIGHTS BY THEMSELVES. BUT YATRA DID NOT REFUND ME YET...
Aug 26, 2020 by Mukesh Barange
We booked the Indigo flight ticket from bangalore to hyderabad on *th july through Travolook and cancelled the same day.refund initiated next day itself by Indigo airlines but amount didn't credited in our account.they are not responding....
Aug 25, 2020 by Kiranmye
Booking ref no REF ********* from New Delhi to Srinagar, flight is not booked. They (from Travolook) called me and said that " we can't process and we'll initiate a refund in the same account within **- ** working days....
Aug 25, 2020 by Tarapada Patra
I haven't received refund against the booking that I had made through goibibo website PNR:O**JTP which was on *st August **** PNR: Z*WJPS which was on *th August **** Both the tickets were from Chandigarh to Mumbai.I haven't received refun...
Aug 24, 2020 by Kamlesh Laddha
First of all OYO did a fraud by booking and taking a money for a non existing hotel. I reached the place at midnight and searched the whole area but no hotel was there with that name. So I called up OYO to check in some other hotel. So there wa...
Aug 24, 2020 by Rajanikanta Sahoo