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 flight tickets from MMT for Delhi Singapore (both ways) with Vistara Airlines. Booking id is NN*************. The departure date was ** May. However, due to Covid situation I initiated the cancellation of the tickets on **th Apri...
Jun 12, 2020 by Madhur Agrawal
I booked a couple holiday trip to Bali, Indonesia on **/**/**** through Make MyTrip. The trip was to start from New Delhi on **nd March **** but it got cancelled in the wake of the unforeseen coronavirus pandemic and the ensuing lockdown. Durin...
Jun 12, 2020 by Utkarsh Agrawal
I had done two booking through ( agent -- Mariya Tours and Travels) for MAK logistics pvt ltd for **th April and *rd May **** . But we could not travel due to the pandemic. The agent told us that the bookings can be rescheduled to any other dat...
Jun 11, 2020 by sudeep ghosh
I cancelled my flight (PNR No RUAIRV) booking id :- TUA*TS*** on ** may .flight departure date was *st june.Issue is refund of cancelled flight is in gocash not credited to my debit card. i didn't opt for gocash whilre cancelleing the flight ...
Jun 11, 2020 by Navdeep Kumar
Hi, Oyolife has done fraud with us as we were told that building is going to closed please find another accommodation for yourself and we move out after that we were promised that we get full refund of security deposit how ever now they are ...
Jun 11, 2020 by Himanshu Gupta
My wife & I are senior Citizens ** & ** respectively. Our Travel plans were cancelled because of the All India Lock . down in March/early April ****. A credit shell has been given us to be availed in one year( option to be exercised by End Sep...
Jun 11, 2020 by Harpreet Singh Malik
I would like to highlight your attention to the unfair trade practice followed by Make My Trip( MMT). I made flight booking for DELHI-BANGALORE-MALE/MALE-BANGALORE-DELHI and NAGPUR-BANGALORE-MALE/MALE-BANGALORE-NAGPUR thru MMT. I paid them INR ...
Jun 10, 2020 by JAYANT MANOHAR PATIL
Booked two tickets in same flight, same date, for which I got refund due to flight cancellations. But, for one ticket airline penalty was cut, INR ****, other ticket I got full refund. Nepal airlines gave in written that both tickets were eligi...
Jun 10, 2020 by Akash Agrawal
I made hotel booking for Hyderabad paying **** for July which they quoted as offer price, now they rejected my booking, first they said hotel was closed, but when I found the hotel is open and asked them about that, they said the booking is mad...
Jun 09, 2020 by Sriphani kantamneni
I booked flight from Pune to Lucknow via Hyderabad last month for **th May PNR : WNFUMA. *E***-Pune to Hyd *E***- Hyd to LKO the flight *E*** was cancelled and and at before the day of departure the received below message and later it was ...
Jun 09, 2020 by Ankur Srivastava
Hi, i am Harjeet singh from Global World Tour and Travels and i booked * International tickets for my guest through Antilog Vacations Pvt Ltd. My guest flight cancelled by airlines later they cancelled the trip and airlines refunded full amount...
Jun 09, 2020 by Harjeet Singh Gabri
Dear Sir / Ma'am, Hope you are doing well. I hope you and your family is safe and healthy. I had confirmed booking with Turkish Airline (Ticket NO: ************* & **) done through Akbar Travels (AT- *********) **th June **** Istanbul Turke...
Jun 09, 2020 by Umang Poddar
Dear Sir/Ma'mMy booking I’ds are- NF**************, NF**************, NF**************, all the bookings I have cancelled on **.*.**** at *.**pm-*.**pm. I was trying to find my refunds on MakeMyTrip on *.**.**** evening and was shocked to s...
Jun 08, 2020 by Prodipta Pal
I have booked Indigo flight on dated ** June with trip ID - ************ with DOT- ** June **** and after payment flight PNR is not generated and given note that it will be generate with * hours i.e. **:** but till date i have not received. I h...
Jun 08, 2020 by Sachin Kumar
I am feeling very unfortunate that I booked flight ticket through Cleartrip. My Indigo Flight was **/**/**** but due to lockdown it got cancelled. Indigo had intimated to me that they have return my money which is ****/- to CLEARTRIP. ...
Jun 07, 2020 by Debarati Chakraborty
I have booked a flight from varanasi to pune via delhi by vistara and i had cancelled my ticket directly from airline because flight was cancelled. Now they goibibo is not responding and i cant reach them because of there stupid ivr menu and st...
Jun 07, 2020 by Vikram singh
Dear Sir / madam, I made international booking from Akbar travels for the month Apr ****. Due to COVID ** Situation all flights have been cancelled. And now Akbar travels didn't give full refund for my booking. I need to get a full refund...
Jun 07, 2020 by Yadhukrishnan
Hi.. I booked the ticket from Delhi, India to Toronto, Canada for my parents from makemytrip in Ukrain Airline on **th January, ****. The flight was on **th Apirl, ****. Ticket no. is :- PS ***-**********, PS ***-********** and booking ref. no....
Jun 07, 2020 by Mohit raman
I booked two international flight tickets from Goibibo (round trip) for me and my husband on **th February, ****. My date of journey was **rd May,**** and the return flight was on **th May, ****. Due to Covid** lockdown, both the flights were c...
Jun 07, 2020 by PRIYANKA ROY
*. I booked air ticket from ahmedabad to bangalore through veer trip agency vide their order id No ******** dated ** Mar **** under which indigo flight scheduled dated ** Apr **** but the flight has been cancelled due to situation of covid-**...
Jun 06, 2020 by Nandita Pathak
I booked a bus ticket through redbus to travel from Osmanabad to Aurangabad in MSRTC bus on Jan ** ****. I paid through Phonepe and the amount was deducted from my bank account yet my ticket not get confirmed. I contacted to phonepe they said ...
Jan 29, 2020 by Prayojita Namdas
My user Id pra********** for IRCTC login is disabled since January *, ****. On January * at their request for address, I sent address and Aadhaar copy as address proof. Till date despite several reminders to their email and telephonic request t...
Jan 29, 2020 by Pravin Rajan
I have booked the hotel "OYO Home ***** Elegant Stay" and couldn't locate the address. I have contacted Goibibo and they given a local number which is switched off. I have contacted * to * times to resolve this issue and at last ask them to re...
Jan 29, 2020 by Vishak N Kumar
We booked a bus from Chennai to Kodaikanal. We had to board the bus from Koyambedu bus stand in chennai. The departure time was *:**. However, the bus did not start before *:**. After we boarded the bus, we were informed that they will drop us ...
Jan 28, 2020 by Buddhadev Mohanty
I have booked out station rides from Mumbai to Lonavala and return. Both the time I have been given coupon code of Rs. *** discount. For ride to Lonavala it was shown as Rs.****/- after discount. We reached destination in time without any traff...
Jan 26, 2020 by Mohnish Rajak
My booking for Flight No. *E*** (DELHI to VARANASI with PNR VJ*HWJ (For PASSENGERS DINESH CHANDRA GUPTA AND MEERA GUPTA) for the date **/**/** was RESCHEDULED for departure from DELHI and was PREPONED from **.** PM to *.** PM. Since the same wa...
Jan 19, 2020 by DINESH CHANDRA GUPTA
On the evening of **th Feb ****, my relatives and I were enjoying the *nd last day on Hyderabad. But it didn't last long when my uncle received a call from the airline saying that our flight from Hyderabad to Bangalore has been canceled (* tick...
Jan 12, 2020 by ASHBIN BRITTO
I have booked package from oyo total holidays to south india in Dec **** . In munnar , Check in not allowed in hotel. Hotel manager told that we dont have any booking in your name and we have already cancelled our tie up with still oyo is tak...
Jan 09, 2020 by Shreyansh Jain
I booked a ticket from indore to pune by checking which bus having dropping point katraj so after that i booked hansbus . But at end they dropped me somewhere else in a city. Saying " waha bus nahi jati" At *.** am morning i am new to pune a...
Jan 08, 2020 by Abhiyan dubey
I filed a tdr * months back for train sbp-band on ** aug. issue-Train diverted and not touching the boarding station . I have not got my refund amount yet and am unable to reach goibibo customer care support. ...
Jan 08, 2020 by Radhika Agrawal
We booked a package in yatra for himachal and we paid *****/- for complete trip.and I mention also we r traveling only ladies and kids so I dont want any problem then they said me we will not get any problems and if anything they will help us a...
Jan 08, 2020 by Sumita chhetry
My concern is below amounts, i paid oyo **** +**** per day but Hotel Provided less amount Bill (****+****) to me and said OYO given us same amount, at that time your one representative also available there & assure me to provide GST Invoice of ...
Jan 07, 2020 by Sandeep Kumar
I had booked a tatkal ticket for an urgent trip, the Indian Railways cancelled the train and I was left waiting at the station. The trouble did not stop there, they did not process the refund. I thought because it was not a fault from my side, ...
Jan 06, 2020 by Gokul Singh Adhikari
I booked my train tickets on **/**/****. and irctc cancelled my tickets for not confirming ... but still i havent receive my amount. i paid through debit card....
Jan 06, 2020 by PREMACHANDAR H
Ola auto person had demanded cash inspite of it being online payment. On calling ola support I was advised to make online payment as well on the promise that the refund will be done and I called and made it very clear that I want it back in the...
Jan 06, 2020 by Leny Verghese
Ordered food and paid online on *th jan vide order no. ******* and mob no.**********. The food was delivered but cash was demanded and collected by the vendor. No response when contacted travelkhana for a refund. Amount ***. Travelkhana transac...
Jan 05, 2020 by Nishant Kumar
I had booked a train ticket for the journey dated **.**.**** from Nagapattinam to Erode to the concern Train No *****/Ernakulam Express.The related PNR is ********** whose txnid was ***************.The schedule departure of train was **.**pm a...
Jan 05, 2020 by T Pavani
OYOlife blr **** Manager and supervisor Armaan and Sourabh are harassing me. They are asking me to shift to a smaller room tomorrow and if that is not done then they would ask me to move out, they say I'm blocking their revenue when they checke...
Jan 04, 2020 by Sushant Dangwal
I booked following train ticket on * Feb ****. Station: NDLS to DDU First IRCTC Transaction Id: *************** Second IRCTC Transaction Id: *************** This ticket is booked successfully in third attempt and out of first two fai...
Jan 03, 2020 by Lalit Kumar Singh
This is regarding outstation trip. Driver charged me more than the estimated amount. I raised the compliant immediately and within few days OLA accepted their mistake and said you are eligible for Rs. **** refund. Only Ola asked me share the ac...
Jan 03, 2020 by Bharath Kumar