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 booked a air asia airline ticket PNR -DTZNKI dated **/**/** through goibibo, but the flight was cancelled due to covid **, so I cancelled the ticket and apply for refund. But even after * months, I did not get my money back. Even airline com...
Sep 07, 2020 by Pranshu jain
Dear Sir, I am writing with great hope that I will get justice. In **** I book Jet Airways ticket (Reference No. **************** : NN*************) for my parents from Pune (India) to Perth (Australia) and back from make my trip portal. I...
Sep 06, 2020 by Joshua Aston
i book the hotel throught goibibo for * nights with free cancellation/modification facility .for **** rupee i then modify my booking from * nights to * nights and at the time of modifying . in dashborad it's written that for * nights you will ...
Sep 06, 2020 by shubham muramkar
During the sudden pandemic it was our worst experience with MMT . We booked a flight on ** Feb for flight scheduled for ** April ****.But due to the pandemic the flights were cancelled all of a sudden and our money got stuck with MMT .After cha...
Sep 05, 2020 by Salil Khanna
It is extremely disappointing that, after processing the refund by airline authorities, companies like Goibibo is not giving refund back to customer evenafter months....
Sep 05, 2020 by Tijo James
Name : Unison Car Transport Company Owner : Dinesh Sharma GSTN : **LDUPS****F*ZP Mobile : **********, ********** Website : http://unisoncartransport.in/ ...
Sep 02, 2020 by Bimlendu Shekhar
I book a flight ticket of booking id GOFLD***************, and it is round trip from Jaipur- Delhi- Patna on **st July and Patna- Delhi- Jaipur on *th August and PNR is L*F*RI and XYL*MP respectively. I would like to say that the above mentione...
Sep 01, 2020 by Masoom Wahid
REGARDS,I HAVE BEEN MADE BOOKING IN FEB ** WITH INDIGO AIRLINE WITH VIADOM EBIX WITH BOOKING REF NUMBER FMNLA*ADAE*KP AND PNR NUMBER FL*GYD ,BECOUSE OF COVID ** OUR FLIGHT HAD BEEN CANCELLED AND INDIGO HAS BEEN REFUNDED FULL AMOUNT OF RS...
Aug 31, 2020 by KUMARDEEP ASHK
I had a flight booked in February and was subsequently cancelled by the airline because of Covid. After several follow ups with the airline, I received a confirmation that refund processed and transferred to travel agent (Makemytrip). Since the...
Aug 30, 2020 by Paranitharan S
Sir, on **.**.****, an amount of Rs.****.** (transaction reference No.************IGAJAPUWX*) is debited from my SBI account towards flight ticket booking vide make my trip Booking ID **************. Not received e-ticket and no PNR is generat...
Aug 28, 2020 by Sreenivas
I am really disappointed with EMT services due to fake availabilities and booking on site. I have paid Rs **** and booked a bus ticket (EMT********) with some very urgent cases. I tried call travel agency on **********, ********** but both the...
Aug 27, 2020 by Masood Ahmed Shaikh
I booked a go-Air Flight(GO AIR G*-***) from Chennai to Mumbai for **th August ****(**:**-**:** am) through MakeMyTrip App. Booking ID: NF************** PNR: V**EYF TOTAL PAID: INR **** Traveller: BHUPENDRA SINGH NAYAL Please see the a...
Aug 27, 2020 by Neha Nayal
Booked ticket during Lockdown through Goibibo and could not travel because of pandemic however airlines has given refund to Goibibo but now when I trying to book tickets again using My credit shell which is not available on Goibibo site.. trie...
Aug 27, 2020 by Sonu kumar choudhary
I booked a flight ticket via goibibo on march, but airline got cancelled because of pandemic lock down. I requested for refund but they only credit refund to credit shell in which i can only re book in the same airline using same credentials. I...
Aug 27, 2020 by Nishafar Ali
My booking id is 'AMDWVIA*N' and it was round-trip however one side trip got cancelled from the airline, so I cancelled the round-trip and raised for refund which suppose to be a normal refund as suggested by goibibo and on **th July **** i rai...
Aug 27, 2020 by Keshav bagal
I was trying to book the ticket on Yatra .com The money got debited from my account. Through UPI and I never got the payment Also their customer care is not working Nor are the responding on mail...
Aug 27, 2020 by Apoorva Rai
I booked a ticket through Cleartrip on Indigo airlines for * passengers on ** February ****. The trip is from Hyderabad to Bagdogra round trip.The dates are *April **** & **April**** return. Because Of covid** pandaemic the Indigo airlines h...
Aug 27, 2020 by DR.SWAROOP KUMAR
YA:********' CDXDFGVCJVCHGFJHNB** I have raised multiple requests to free my refund to yatra. I am really fed up. The airlines has officially said that the money is reverted to the agent that is Yatra. I have mailed them multiple times. I am r...
Aug 27, 2020 by Nandagopal Venkataramani
Dear Mr Manager I'm a very regular traveller and always preferred GOIBIBO. This is first time in years i'm raising the issue and asking for the refund. I trust gostay preferences always. With ref to the above facts I have * issues an...
Aug 27, 2020 by Imran Varshani
Hi all, Reference number from auto generated mail 'YA:********' Refund Status This is to inform you that I have book bus service from Delhi to Indore and my two guests need to travel on **th Aug. Bus service is from Raj kalpana Travels pv...
Aug 27, 2020 by Vishal Divakar
I have taken a membership of Nirmiti Resorts and Clubs. Further, the company is not responding and the employee which used to guide me has left the company. We have also tried their phone numbers which also are not working. Therefore, I want an...
Aug 17, 2020 by Uttam Chowdhury
I book ticket through clear trip. But my flight was cancelled but i did not get my refund...
Aug 17, 2020 by Jeya sankari
I was living in pg of roomsoom in noida sector ** in b-*** pg and my friend in b-** noida **.due to lockdown we came back to home and our training are conducting online so we paid the rent for month of March and said to caretaker that we are ch...
Aug 17, 2020 by Vishal Uttam
Amount of ₹ *.** Lakhs not been refunded, flight cancelled due to COVID, more than * months of patience. Booking ref. *************. Refund is pending on 'Yatra' end. Airlines has no action pending on them (as told to me by Japan Airlines)....
Aug 16, 2020 by Rhythm Goyal
On date **/**/**** morning *.** my flight from Jaipur to Bangalore so I checked bus from redbus india (Raipur, Rajasthan to Jaipur Rajasthan) they give me option Ashok travels , Bus time is **.** from raipur and Jaipur arrive time is *.** so I ...
Aug 16, 2020 by Ravindra Singh
I had booked tickets for travel between Chennai to Shirdi for ** May ****. Because of Covid, the flights were cancelled and I had requested for refund on **th May by confirming that the refund is processed from Spicejet. I had also attached the...
Aug 15, 2020 by Sathiyakailash S
I had booked my return Ticket from Bangluru to Delhi for under Yatra reference no. YT********, Due to lockdown this flight did not take place. And on enquiry I had received following email from ur side. On Wed, ** Jun, ****, **:** Yatra.co...
Aug 15, 2020 by Vivek Dubey
I was trying to book a room through oyo app. I tried to avail pay now option to pay the hotel right away through UPI. After payment through Google pay, I checked that my booking was not confirmed. But my money was deducted. Please resolv...
Aug 15, 2020 by Dipjyoti Mitra
Sir, my booking of indigo airlines has cancelled by airlines. I m book my flight from Goibibo for PNR SLYFYW airlines credit my refund to Goibibo but Goibibo not responding & give my refund till date. ...
Aug 14, 2020 by Vishal Chaudhary
I did a transaction for Delhi to Lucknow and an amount of Rs.**** got deducted however the ticket didn't get booked. The Make My Trip app showed payment failure message. I did the transaction today on Aug **, ****. I did email to Make My Trip...
Aug 14, 2020 by Monishankar Nath
Hi, Myself naresh peddy. I have booked ethihad flight from brussels to hyderabad (**-apr-****) and hyderabad to brussels (**- may-****). Booking id: nn*************. Due to covid **, ethihad air lines cancelled the flight. I requested for t...
Aug 12, 2020 by Naresh
Makemytrip is probably not a viable company during the pandemic. So, they are continuing the habit of refusing the convenience fee refund. The proportion of flights being cancelled by the airlines during the pandemic is exponential compared to ...
Aug 12, 2020 by Eswar B
I have booked my flight from delhi to portblair in Feb **** for april Month but cancel due to lockdown & i have request for cancelation for ticket in April **** but till now I have regular request & mail to cleartrip but no refund received....
Aug 12, 2020 by Hariom
Because of covid-** my airline got canceled, But my travel agent canceled my ticket and took the refund without my permission and didn't sent it to my account. Case no. from airline for refund to goibibo:- ******** PNR no:- YQW*QE ...
Aug 11, 2020 by Ritumbada sahoo
I had booked hotel, than my payment was deducted, but I no received any confirmation, than I did second booking with again payment, and now I can't reach goibibo for my refund... ...
Aug 10, 2020 by GADHAVI PRUTHVIDAN RAMESHDAN
I had booked flights tickets on yatra. My indigo flight scheduled on *st Aug **** got cancelled by indigo airlines on **st july **** and I received an email from indigo saying I will get full refund of ***** INR. But i have received only part...
Aug 10, 2020 by Rajput Manishsingh
Dear Sir, I have booked a ticket from yatra, Yatra reference no. ************ ie spicejet flight with pnr noTJ***B from port blair to delhi on **/*/**.for Rs****, but it got cancelled due to covid. I requested spicejet and got it refunded but...
Aug 09, 2020 by Alex mathew
i have booked a ticket via travolook.in, immediately payment got deducted but i haven't recieved any ticket and they are saying to return it after **-** days, after looking reviews for travolook i read its a scam...
Aug 07, 2020 by khushbu bijapari
On ** july i booked a bus ticket fir Delhi To mathura. On ** a.m bus operator masseged me your trip is cancelled. Due to some reason they are not able to make a trip. I immediately called the bus operator and he told me refund will be credite...
Aug 07, 2020 by Prashant sharma
Booking ref. no. REF******** PNR no. OEWCGY FROM- Raipur to Tirupati, via Bengaluru. This flight has canceled due to COVID ** from INDIGO side, and the same we have canceled due to the nonavailability of another flight as per given yo...
Aug 07, 2020 by chandrakant chandrakar