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
Dear Voxya Team, I am at my wits end to get refund from goibibo on the flight tickets cancelled due to Covid** cancellation. PNR/Booking Ref.: JWMHUH. IndiGo Fight dated **th May **** from Kolkata to Varanasi (COVID** Cancellation). PNR...
Jul 28, 2020 by Kushal Dasgupta
I booked tickets from HappyEasyGo for three people from Bombay to Chennai. Due to the pandemic, I could not travel. I consulted HappyEasyGo about the refund and they asked me to ask the refund from the airline and send a screenshot of the email...
Jul 28, 2020 by Saurabh Agarwal
Ticket Cancelation date **th March**** Refund of full amount confirmed my airlines but still the amount os not refunded after more *** days. Please get into this issue...
Jul 28, 2020 by Nihal Shahir
I have booked flight ticket during lockdown * for the period of lockdown *. as per the govt. announced it will get refunded completely due to travel restriction. After taking multiple follow up with goibibo team, got the refund initiation confi...
Jul 28, 2020 by Rahul Kumar
I have booked a flight with cleartrip ( ************ ) , which was cancelled by Vistara with full refund , the flight was cancelled on **th June **** and till date they have not cancelled or initiated the refund , everytime i call their care , ...
Jul 28, 2020 by Ravinder Singh
Booked a room through OYO app twice from **.**.****-**.**.**** and **.**.****-**.**.****. Paid Rs **** and Rs **** online. But received tax invoice of Rs **** and Rs ****. Want tax invoice of complete paid amount. ...
Jul 28, 2020 by FAHAD AKHTAR
Dear sir/maam, I am shalu I did a booking on **th july **** at oyo ***** VIP PALACE with booking id NSDJ**** at oyo rooms kolkata i was called thrice from yesterday regarding my stay i have confirmed my booking from my side and they confirm...
Jul 27, 2020 by Shalu singh
Dear Sir, I have booked flight ticket through makemytrip. Due to covid ** restrictions, my flight was not operational. So I requested for cancellation. Initially they approved my cancellation request and after two months they removed my cancell...
Jul 27, 2020 by Mohan
I had booked flight tickets to London for **may to ** may ****. However, due to the virus all flights were cancelled. Hence, I opted for the cancellation of the flight and forfieted approximately INR ***** as airline cancellation charges. The b...
Jul 27, 2020 by Mayank Sood
I want to draw your attention that this is Akash Mukhi .on **th july **** i visited the portal of "travolook" website for booking my air ticket at the initial stage all the process had done as normal and RS:****.** with referance :REF********.i...
Jul 27, 2020 by Akash Mukhi
I have booked air ticket of two men round trip hydrebad to Ahmedabad and Ahmedabad to hydrebad for april ** and may ** this year. But due to covid pandemic all flights have got cancelled and airlines has refunded amount to customers who booked ...
Jul 26, 2020 by Mohammed Akbar Basha
Today I booked an Uber Cab at * o'clock from my PG (in Chennai) to Chennai International airport which came around Rs *** only. The driver, named Senthil Kumar, messaged me on Uber app and asked me for Rs *** extra otherwise he won't come. I ca...
Jul 26, 2020 by Ishwar Kumar Singh
I have take ride and pickup and drop.location both are of same city delhi but even that the cab shows toll taxes to earn extra money and toll amount is *** but they take *** for that and Due to the driver fault driver goes towards noida nad tol...
Jul 26, 2020 by Sangeeta
The flight got canceled because of Covid-** lockdown and the concerned airline had already processed the full refund which was to be credited by MakeMyTrip in my account which it hasn't done....
Jul 26, 2020 by Lakshya Saini
its been more than a month i have cancelled the train ticket yet amount has not refunded the date of the journey was on **-**-**** and ticket was cancelled on **-** due to pandemic train was cancelled by it self and per IRCTC guidlines we hav...
Jul 26, 2020 by Kalyanshetti Patil
I planned a trip to goa with my family and contacted deals*holiday in the month of Feb **** their representative called me and i did a deals of Rs ***** they asked for Rs **** token money and subsequently for flight tickets Rs ***** after depos...
Jul 26, 2020 by Gajender singh
I have booked flight for two person from Jaipur to Kolkata on **.*.**** through Happy easy go. The airlines Goair has cancelled the flight and phoned for full refund. But Happy easy go has dudected a considerable amount. They have returned only...
Jul 26, 2020 by Vijay Kumar
Following E-Mail on the Copy sent to goibibo, Hi, There is a big communication gap between goibibo and customer like us. You people are not responding on phone numbers because of limited staff that you people are saying. But Every comp...
Jul 26, 2020 by Apurba Banerjee
I booked a flight on **th of July from hyd to sxr but it got cancelled, then I rescheduled it to **th july and now also it got cancelled. I requested for a refund bit the airlines are saying it would take them approximately ** days to process t...
Jul 26, 2020 by Abrar Rashid
I had booked GoAir flight tickets from go ibibo from Jaipur to Ahmedabad for *th July **** for my wife and infant son. But the airlines cancelled the flights leaving them stranded so I had to rebook tickets through other airlines. At first go i...
Jul 26, 2020 by Lalit Kumar
We have paid advance of Rs *****, due to covid our trip was pushed and they said we can have a trip reschedule in a year. now their website is closed, phone is switched off and no reply to emails. We want our money back. Please help...
Jul 06, 2020 by Vishakha Chandak
I have booked my flight on dated **-june-**** from Delhi to Kolkata ,but now it is showing that the flight has been cancelled by the airline.So I want my money to be refunded as early as possible. Airline: Go Air, Booking Site: Easemy trip, ...
Jul 06, 2020 by Mahendra Singh
I have booked our below mentioned international travel tickets from Yatra.com on *th November **** with full payment on booking the flight tickets. The scheduled travel dates were from *st May **** till **th May **** to the destinations mention...
Jul 06, 2020 by Dhiraj Rankhambe
I had cancelled the booking in OYO LIFE BLR**** Nr BTM Layout * days before the commencement day. I had to pay Rs.***** as advance and one month rent. After that, till now i have not got the retund. ...
Jul 06, 2020 by Venkateswar Viswanath S
I booked ticket from make my trip from mumbai to delhi for **th february,** for two of my relatives who are senior citizens. After reaching the airport they are being told that there ticket is cancelled and they do not have any booking. Afte...
Jul 06, 2020 by Anukriti Kaushik
I HAD BOOKED A TICKET ON CLEARTRIP.COM FOR INDIGO AIRLINES FOR TRAVEL FROM MUMBAI TO KOCHI AND IT IS SCHEDULED FOR **/**/****. I WAS WORKING IN MUSCAT AND I HAVE LOST MY JOB AND SCHEDULED TO RETURN TO INDIA THROUGH VANDE BHARAT FLIGHTS. SINCE I...
Jul 06, 2020 by ANTHONY JOSEPH CHITLAPULLY
I had booked tickets for * members of my family. Due to COVID-** situation I had visited Mumbai Airport on **th March to enquire about my Flight status at AIR INDIA office (with in Airport). From there i came to know all departure for Air Indi...
Jul 05, 2020 by Nirav Shah
Pnr no.********** Date of cancelation: ** June **** Journey from LTT to BGP ...
Jul 04, 2020 by Kapil
Ola money is not been used by myself. But the insist me to call to the number they give and ask them to pay back the money. That isnt my job. So stop calling me....
Jul 04, 2020 by Geetha
I booked a round trip by Make my Trip for Go Air flight from Mumbai to Delhi and back, Booking ID - NF**************, the flight was cancelled by Airline and they informed the refund the processed to Make my Trip, on ** May I got a confirmation...
Jul 04, 2020 by Santosh Walnekar
Due to Covid **, I am jobless and i am in financial crunch. I have booked the tickets from Mumbai to Madurai connecting chennai for the travel date **.Jun.**** through the travel agent GOIBIBO vide PNR: L*E*VF . The flight operator is Spice Jet...
Jul 04, 2020 by SUGANYA ELANGOVAN
I had booked a flight (PNR: GWTKRH) from Chandigarh (IXC) to Hyderabad (HYD) on July *, **** at **:**. On June **, IndiGo cancelled this flight and sent a link to choose another flight. I chose a connecting flight IXC-DEL/DEL-HYD on July *, ...
Jul 03, 2020 by Jugal Kishore Garg
I tried to book ticket twice on easemytrip from Delhi to Pune for date *th July **** .My payment was made but got message booking status as failed . Total amount deducted was *****.kindly check on same ...
Jul 03, 2020 by Zehra
Hi Team, We lost Rs.**** due to zolo's fraudelent actions.They refunded my wife's security deposit to a non existing bank account number and saying that refund is successful.We asked to check how refund is successful to a non existing bank a...
Jul 03, 2020 by SANTOSH KUMAR
I books Train tickets worth Rs *****.** however due to ongoing Covid ** situation, my train tickets got canceled by Govt. Also Govt has clearly given notification saying full refund will be provided if tickets are canceled but Goibibo has refun...
Jul 03, 2020 by Tasleem Ahmed
I booked a flight from Columbia to Delhi. It was a connecting flight CMB-Kochi-New Delhi. But the flight from Kochi got directly cancelled from airlines due to extended COVID**. So I cancelled other ticket also on **th April before a week of my...
Jul 03, 2020 by Ashish Pun
I had booked a flight on Feb ** **** for the Flight Srilankan Airlines from (Mumbai to Male) scheduled on March **th **** (Trip ID: ************) via Cleartrip and paid ** k for four passengers. The flight got cancelled due to COVID situation o...
Jul 02, 2020 by Abhijit Jadhav
AIRLINE HAS BEEN PROVIDING FULL REFUND BUT GOIBIBO CONSTANTLY DENYING TO RAISE CANCELLATION AND PROVIDE FULL REFUND , I HAVE EMAIL CONFIRMATION FROM THE AIRLINE THAT THE REFUND REQUEST IS NOT PLACED ...
Jul 02, 2020 by Saheb singh
I have booked a ticket from latur to solapur in aakshata travels but on time of departure travels refuse to go to solapur without prior intimation loss due to this trip travels ticket latur to solapur : *** /- train ticket from solapur ...
Jul 02, 2020 by Arjun Gambhir
I have booked a flight from kochi to Delhi scheduled on **st March **** via Yatra.com. It was a spicejet flight (flightno - SG ****). The airline provider itself cancelled the flight due to corona and refunded to Yatra. But after several mails ...
Jul 02, 2020 by Ashida Elamana Abdul Khader