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 am fear to travel to Singapore with my * years old child and wife due to coranavirus for holiday trip which planned on April **' ** I requested make my trip team for the cancellation But They are not ready to do the refund Main concern...
Feb 20, 2020 by Subin B
I booked a bus on Redbud called Indus travels. The total ticket price quoted then was **** including service charge. I checked the price today the ticket is being sold for ***....I have been charged Double for single seat...
Feb 20, 2020 by Sandeep R Shetty
I left Mangalgiri this morning at *.** am on the Tirunelveli National Highway from Tuticorin We ate at selvam Restaurant. Non-food is sold ...
Feb 20, 2020 by Manoj kumar.I
CPH travels corporate pvt ltd offer me a tour package worth Rs.*****/- and taken a advance for Rs.****/- on dated **.**.**** at there office in Empress Mall, Nagpur. Form that they they would not response properly and not receiving phone calls...
Feb 18, 2020 by Nitesh Borkar
I have booked Flight Ticket in Vistara Airlines from Kolkata to Delhi through Edreams ( Travel Agency ) on **th October ****, But my Flight is Rescheduled, so I have Cancelled my flight Ticket with full Refund. Vistara Airlines has Refunded Ful...
Feb 17, 2020 by Sumit Kumar
I have attempted a flight ticket booking on Dec **, ****, there were * failed transactions were the amount was deducted from my HDFC and SBI for Rs.*****. Make my trip has processed refund to my HDFC. however i haven't received refund to my SB...
Feb 17, 2020 by Mahesh M
We had cancelled an air ticket bought through our account in the name of my daughter, Suravi Mukherjee. the user name is: SURAMUK.Irctc cancelled the ticket and assured us of refund in due course. the ticket details: Transaction id:**********...
Feb 17, 2020 by Ashis Kumar Mukhopadhyay
Dear Santosh ji, Warm Greeting from .... Overall Travels !!!! Thank You for contacting Us. Please find below package cost we can offer you. Request you to kindly go through the same and revert with your valuable comments and suggestion...
Feb 16, 2020 by Santosh s pattanashetti
Yesterday, I checked into a hotel booked through Paytm, the pics which were shown to me and the room which was offered was completely different. The rooms' conditions were very dirty, there was no sign or title outside the hotel. Hotel asked m...
Feb 16, 2020 by Rishabh Khandelwal
I, Sarika Bhardwaj holder of Club Marriott enrollment bearing number ********/*** from last * to * years , wish to share my shocking, breathtaking and mental horrible experience during my visit to Westin Gurgaon alongside my significant other a...
Feb 15, 2020 by SARIKA KARAN BHARDWAJ
Dear Sir, I am resident of Mehsana, Gujarat. Below are my details. Name : Niravkumar Jansari Age : ** Years Mo : ********** Mail Id: email@example.com Address : I-** Sanidhya Society , Akshardham township, Visnagar road Mehsana ***...
Feb 13, 2020 by Nirav Jansari
I attended club resorto Hospitality ltd promotion plan in Crown Plaza , Mayur vihar, extension on **.**.**** where travel staff narrated attractive offers on holiday plans and we got convinced to take Rs ****** holiday plan. I made a payment o...
Feb 13, 2020 by M.VENKATESA RAMANI
The previous complain file by me was actually run by Ante Air logistics. When ienquired through delivery courier it says that it was sent by Ante Air Logistics. When contacting them through facebook. They know each of my details and first as...
Feb 13, 2020 by Upasana
I have checkout from OYO life on the **th of Dec ****. and I have canceled my booking Id (*****). and they agreed to pay the amount of **** from the total amount of **** but I didn't receive any money. when I am calling them they said to wait f...
Feb 13, 2020 by Nageshwar
I have booked a flight (*W**) on the **/**/**** on Goibibo from Delhi to Bangkok and back. Jet Airways canceled their flights therefore a refund must be given by Goibibo to its costumers as in per the booking terms. On the website it is men...
Feb 13, 2020 by Artur
Paid hard earned money to tour operator TRAVELDUNIYA as per their terms and conditions for a family of Four.Visa not obtained before departure for one member in spite of repeatedly pursuing the matter.Hence one member could not travel with oth...
Feb 12, 2020 by Vasantha Kumar
We had planned a honeymoon trip from *th to ** feb **** after making full payment to travel agent. On the day of travel we were not allowed to board flight as I had indian passport and my wife had nepal passport. Nepal passport does not get vis...
Feb 12, 2020 by Imam Bahadur
Kansas Overseas careers had approached me to get a job seeker visa for Germany. They have asked me to pay Rs.***** for their service. They didn't assist or progress anything after paid the amount. I asked them to refund my amount after waiting ...
Feb 11, 2020 by Thirugnanam
This is regarding * of my hotel bookings with "MakeMyTrip", which I had cancelled long back but am yet to get a refund into my account. DETAILS : I made cancellations for * of my Hotel bookings with MakeMyTrip (All * being with Hotel Marigold,...
Feb 08, 2020 by Shubham Saxena
Booked two floors of Hotel rooms (** rooms on *th Jan **** for a family event from **th Jan to *st Feb **** and only * rooms on **th Jan **** and *nd Feb **** after checking * available rooms and on the condition that all the rooms are in prope...
Feb 07, 2020 by Maddineni Kishore Kumar
The driver forced to pay extra for a cab booked by me for my father. I have already raised a complaint on the app but no response even after * days. This is very sad....
May 08, 2019 by Ambreen
Booking id: ******-******. First of all, this is not a luxury hotel. We stayed in many * star hotels and this good and worth of money but this hotel totally worst. No one welcome staffs and not available guide person so difficult to find our ro...
May 08, 2019 by Lourdu Vinoth
I have booked a meal plan from Oyo app but in the hotel, there was no restaurant and they are not refunding meal plan amount....
May 04, 2019 by Mohit bansal
My husband booked hotel tickets through Yatra.com for our holiday in the month of April. While booking was scheduled for the month of June he by mistake did it for July. The moment he received the confirmation he realised the same. So he immedi...
May 04, 2019 by Gauri Ranade
I had booked Oyo Rooms RockWood Resort at Paonta Sahib for *th May **** to *th May ****. On *nd May **** when I reached the hotel travelling from Delhi to Paonta Sahib on *th May **** at *:** pm, manager at reception denied check-in stating the...
May 04, 2019 by Tanu Arora
I paid through UPI on Ola cab. But the driver asked to pay in cash as well. How to apply for a refund. No customer executive picking call from Ola support....
May 04, 2019 by Komal
Through yatra, I booked a Jet flight for my parents from Lagos (Nigeria) to New Delhi (India) dated **th May ****. Now that the jet flights stands cancelled yatra is not refunding my money. Please help....
May 02, 2019 by Rohan Agrawal
I have cancelled my tickets but money is not refunded yet. I have mailed so many times to IRCTC website. They said money is refunded but it is not credited to my account. Regarding this, I have mailed for so many times. Even I contact bank but ...
May 02, 2019 by Kalyana vinothini
I booked * rooms (Anandha residency) which is in Kodaikanal through OYO. But there is no parking facility and even can't able to reach that residency because of the worst road condition. When we contact the receptionist we were shocked by the w...
May 02, 2019 by Anandharaj S
MakeMyTrip did not inform me about the change in arrival time and as a result, I had to miss my connecting flight and get a new flight ticket for an additional cost of INR *****/- After a month, MakeMyTrip is not interested in resolving the c...
May 01, 2019 by JAI KRISHNA RANGANATHAN
The problem which I have faced by Oyo booking is that we have reached the hotel OYO ***** Varsha Boarding And Lodging, Manipal at *.** pm to visit KMC hospital Manipal. Afterwards, we have referred booking id UMNE****, which I have paid for one...
May 01, 2019 by BASKARA M
I have booked my train ticket through MakeMyTrip from Delhi to Haridwar for ******. The passengers are me and wife. My reservation is confirmed and my wife could not be confirmed. I wanted to cancel the ticket. MakeMyTrip system is not working ...
Apr 30, 2019 by Krishnakumar
We have booked the return flight vide PNR ARCTWV and flight no. *w *** and *w **** through Goibibo. After cancellation of flights from Jet Airways, we contacted Goibibo for the refund. After passing more than ** days we have not received a refu...
Apr 30, 2019 by Radhey Shyam Sharma
I made the booking and mistakenly it was confirmed for the next day. I spoke with Goibibo agent and airlines agent. They simply denied the changes. if I made the booking and I am calling within ** min I should get some help. Worst experience r...
Apr 28, 2019 by Anu
I was booking through Agoda a website. After giving the details of my card to pay the page session expired. But my amount got deducted from my account. When I am continuously trying to mail them and contacting Cc. No proper information is been ...
Apr 27, 2019 by Vani Bs ghouse
Subject: Reference ID: [******-******] - Amount debited from my account but no booking confirmation. Booking id NH*************A*. It's been ** days since I am following up with Make My Trip on email and phone for the refund of my money. Durin...
Apr 26, 2019 by Aditi Bhalla
My Ola account assign with no has been blocked without any proper reason and due to this, I am not able to use money balance in my Ola account of Rs. ***. Please help me....
Apr 24, 2019 by Amolkumar Gainar
I've booked a ticket with RedBus on **th April from Hyderabad to Bangalore. I've checked the cancellation details within the app before booking the ticket which says I can cancel anytime before * pm on **th of April with a cancellation fee of *...
Apr 24, 2019 by Chaitanya Reddy
We booked a multicity ticket but MakeMyTrip booked a round trip ticket instead. This was supposed to be a Mumbai - Munich - Hamburg -Mumbai ticket but they booked the mum-Munich-Mumbai ticket. Now they aren't even changing the ticket and insi...
Apr 24, 2019 by Anuj Bagri
I booked a cab in the goibibo app on **/**/**. They took advance of Rs. *** for scheduling my travel. But till date I didnt get any information about the cab nor did I get the refund which was paid in advance....
Apr 24, 2019 by Kapil Kumar Sharma