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- firstname.lastname@example.org
Happy Easy Go- email@example.com
Clear Trip- firstname.lastname@example.org
Travel guru- email@example.com
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
Reference No. ***************** : NF************** I booked my flight Pat/del on ** May on Indigo (the airline refunded money to my wallet and I used it) and return on * June on Air India. Air India has refunded Rs **** to my MMT wallet but MMT...
Nov 24, 2020 by Suvarna Oommen
I did a booking with yatra.com which was showing as a refundable booking. But when the booking got completed I realised I made a mistake while booking and wanted to cancel it. It then showed as full money will be deducted as cancellation charge...
Nov 24, 2020 by Roshni Patel
Yatra Booking Reference Number *************, *************, *************, ************* and *************. My refund is not processed yet, ** days have already passed. Everytime they are ignoring the emails and sending us canned respons...
Nov 23, 2020 by Hitz
We have booked hotel in Goa on **.**.**** through MMT App and it had shown the booking is cancelled due to a technical issue without booking ID but the amount got debited from the bank account. We inquired with the bank on **.**.**** and they s...
Nov 22, 2020 by Jaswanth
*. I purchased a ticket my make my trip. The airlines is INDIGO airlines. *. Indigo airlines informed me that my ticket has been cancelled. *. I wish to confirm it from Make my trip. I went through make my trip website & came to know that a....
Nov 22, 2020 by VINOD KUMAR VERMA
I am Dr. Navya Rakesh and I reserved a tour to Singapore on **/**/**** and my travel date was supposed to be on **/**/**** and due to the Covid **, all the flights were canceled and since then we were getting in touch with the Travels and they ...
Nov 21, 2020 by NAVYA SETHU
We friends were planning for a trip to kerela on *th December **** so we google the travel agency in India there we find out one tour by nature they were having their own site. There was a requirement form on their site we filed that form after...
Nov 21, 2020 by Kunal Vibhute
I have booked a bus from Mercy travel s from Udupi to Dombivli, this bus broke doen near belgaum at around *.** pm of ** Nov **, this is still stranded at the same location for more than ** hrs, the owner Mr Rashid is mot responding and all the...
Nov 20, 2020 by Jitesh Poojari
We have booked Chardham Yatra for group of ** adults and * Children from ADD MY India trip Pvt Ltd for which they quoted us Total ******.** and extra *****.** for Helicopter booking. Trip was scheduled from *th May'** to **th May'** for which W...
Nov 19, 2020 by Ajay Sharma
I have booked flight on ** st march **** from cleartrip, flight was cancelled due to covid reasons. The airline refunded the amount to cleartrip. After months of communicating with cleartrip now it shows that they have refunded my amount in my ...
Nov 17, 2020 by Suchampa bagchi
I booked two indigo flight tickets scheduled on *nd and **th April, **** through happy easy go travel agent. These flights were cancelled due to govt imposed covid restrictions and Indigo has refunded the full amount of Rs **** back to this hap...
Nov 15, 2020 by Shreya Dey
Flight Cancelled Due To Lock Down But I Have Not Received Any Refund Amount.The Company Says That The Refund Has Been Credited To Our Account But I Have Not Received It Yet.I Complained A Number Of Times Over * Months. The Company Says It Was C...
Nov 14, 2020 by Jobish george
Main concern is : I have travelled *** km. but actually charged for *** km. Driver have gone somewhere during night without approval or information and the additional distance is charged to me. Need to Investigate : *. Driver location to be ...
Nov 13, 2020 by Girish Jagannath Kshirsagar
My Etihad flight booked on ** August through Makemytrip was cancelled by Airline. I have tried to raise multiple tickets and called numerous times but no refund has been provided till date. MMT is purposefully ignoring my emails and calls to a...
Nov 12, 2020 by Aditya Kunturkar
These emails. My pnr number is YZ*QM - Please note this ticket was booked for **th november earlier and then it was rescheduled to **th november and no ticket number was generated. i kept running around their support teams byt no response r...
Nov 08, 2020 by Deepika garg
Trip cancelled by airline to COVID as per government of India regulations. Airline has confirmed full refund for the trip but Cleartrip cheats senior citizens by not paying the due refund when airlines has already confirmed the refund. Amount d...
Nov 07, 2020 by Pavan Kumar Bhat
This is a fraud travel agency. They will never refund the amount in case of a cancellation. Even when the airlines has confirmed in writing that they've refunded the amount to the travel agent Travalook, they will say we haven't recd. any refun...
Nov 05, 2020 by Umang khemka
I had already booked a ticket from go ibibo from kochi to Dubai scheduled on March **th.The airline was not functional on that day. I have raised a refund request , until now it is not settled.There is no way to contact their customer service.I...
Nov 05, 2020 by Jikku
I, Deepa and my husband Eswar from Tirupathi came to Chennai for critical maternity medical purpose and moved in to OYO LIFE CHN**** room on **.**.**** which was located in Mylapore of Chennai. *. Booking ID : ****** paid an amount of Rs. ***...
Nov 03, 2020 by SAMANTHI DEEPA
On * November ****, I had applied on passportsevaindia.in for a passport for my father and total amount of INR **** was charged after filling all the details in the application form. The money has been debited from my account and even received ...
Nov 03, 2020 by Brinta Kusum De
I have booked a flight in the month of feb, flight reference number YT********. I was informed that within ** days the refund will reflect in my account. But it’s already been * months and there is still no clue about that...
Nov 20, 2020 by Rahul Piplani
I have booked a rail ticket and cancelled it on * Oct ****. Yatra reference no: *********************** Fare amount was ****/- INR and after cancellation it was ****/- INR I checked the status of refund than It shows ****/- INR only. I got ...
Nov 11, 2020 by Ganesh Singh
I had booked * tickets from Mumbai to Abu Dhabi for my parents early this year. Their travel date was Feb *, **** on a Go-air flight booked from Goibibo.com. There was pandemic lockdown from March ****. The UAE govt extended all tickets validit...
Nov 11, 2020 by Akshata Umesh
IndiGo PNR ZG*B*F Booking id: ************ I had booked this flight ticket and due to covid the flight was cancelled. As I called up indigo for refund, they confirmed that they have already refunded to yatra in June. Yatra confirmed through m...
Nov 03, 2020 by Navin Kumar
My airlines had refunded my booking amount many days back but this booking partner not sending my money .And also their support center not attending call....
Nov 03, 2020 by Himanshu Yadav
I tried making a booking on Air India (Vande Bharat) from Chicago to Bengaluru on Sep **,**** using my credit card. Reference Id : ***********. The amount was deducted from my account, but I did not get any booking confirmation and was redirect...
Oct 27, 2020 by Devi Sasikumar
I booked flight ticket from surat to chennai, money got deducted but website shown booking is in process the i receive call from company that airfare has increased so pay extra **** rs to confirm booking but there was no increase in airfare and...
Oct 26, 2020 by Akash Kukadiya
I had a flight booking from Mumbai to Kolkata on **/**/**** but due to covid** pandemic it got cancelled as informed from airline they have initiated my refund and told me to contact my travel agency,but till now I haven't got my refund.....
Oct 23, 2020 by Shibnath das
Hello, I booked my flight ticket on www.travolook.in with Reference ID# REF********* on date **/**/**** for route Bhopal to Chandigarh and on the same day, I booked my account on this website. I did the booking and after doing payment I receive...
Oct 22, 2020 by Satinder Singh
I have booked a cab from yatra and pre booking amount has been paid and my money has been decuted and no invoice, not booking confirmation has been received and now in booking section it is showing no booking has been done on ** th Oct ....
Oct 18, 2020 by Anil Rana
My references no of yatra is ************* my flight is already cancelled by the airline they give me full refund amount bt my mediator yatra is not giving my amount after so many complains the are not giving any reply.... ...
Oct 18, 2020 by Ravi bansal
I had booked a flight from Bombay to Kolkata on *th october. Payment is done and deducted from my account t i haven't received ticket booking details yet it's been **days already i tried contacting through customer care number and help desk but...
Oct 16, 2020 by Khushbu surana
I have booked flight ticket via YATRA and had to cancel it since the timing slot was wrongly selected. I cancelled the ticket by contacting Indigo who provided me cancellation with full refund. They told me to contact yatra.com for details of t...
Oct 15, 2020 by Unni Mathews
Respected Madam/ Sir, I have booked a Group Trip on **th Feb **** from an online Travel Agency ( https://traveltriangle.com/ ) having Trip id Trip ID *******. We supposed to travel to Kerala on *th May **** and Return on **th May ****. But d...
Oct 13, 2020 by Prabhupad Behera
I had booked a bus on ** mar ****...on lockdown starting time..they ensuring that the bus will be reaching Bangalore.. unfortunately couldn't happen..so I request you to refund my amount of *** ...
Oct 12, 2020 by Suman.s
Hotel booking from Yatra Mobile App. Money got deducted, booking not confirmed, didn’t receive any email, didn’t show up in app. Couldn’t contact Yatra customer care. ...
Oct 11, 2020 by Aravind Kumar N
I booked a flight with pnr QCN*QW but due to covid it was reshuduled and it was cancelled theb i raised a refund request i got reference number ************* but after I didn't got any response ...
Oct 11, 2020 by Shahid
INDIGO CANCELLED OUR FLIGHT AND HAVE ALREADY REFUNDED FULL AMOUNT TO YATRA BUT YATRA HAS REFUNDED US THE AMOUNT YET AND NO WAY TO REACH YATRA. YATRA BOOKING REF No:-*************...
Oct 10, 2020 by Vishal Shangari
This is with regards to Kolkata to Shillong flight (**/**/****) with booking number ************* from Yatra.com. Due to COVID, indigo had cancelled this flight and provided me a ***% refund for the same. But Yatra has provided me ecash and no...
Oct 09, 2020 by Sangeeta Naik
I have tried booking a flight from Gauhati to Delhi on Yatra.com using Zestmoney EMI. The flight not confirmed but the loan has been activated by Yatra.com. Now I want to cancel my loan for which Yatra should refund the money to Zestmoney , ...
Oct 08, 2020 by Ujjal