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
Dear Sir, My PNR number is **********. When I book the ticket for traveling from Titlagarh to Bhubaneswar, at that time, the train boarding time was **.**, dt.**.**.**. But the train left one day before that is dt.**.**.** at **.**. I have als...
Jul 26, 2020 by Rajesh Kumar Sahoo
PNR ********** ticket cancelled, Amt *** will be refunded in your a/c with in *-* days. Please check your account/instrument from which this tkt was booked. As per the above mentioned message the deducted amount has not been transferred....
Jul 26, 2020 by VIKASH PRAKASH
While cancellation on *th May I received e-mail from Goibibo that total refund amount is *****/-. But in the beginning they transferred only Rs.,*.*. After chasing given next rs.***/-. I raised issue on twitter then they again settled rs. ****...
Jul 25, 2020 by Nitin padmanabh Mayya
PNR No. GFNKWR I booked flight ticket in GoAir through Goibibo website. for Ranchi-Bangalore-Cochin trip. Paid Rs.****/-. Later the flight cancelled by GoAir and issued full refund of ****/- as cash to agency Goibibo (email attatched) and told...
Jul 25, 2020 by JERIN C JOSE
I had a Vistara flight from Bangalore to Delhi on **th **** having PNR NO "SDGAMF" but due to COVID I cancelled that and Vistara refunded whole amount on the same day to Happy Easy Go. But after * months I still haven't received any single pan...
Jul 24, 2020 by Mayank Jindal
My return flight has been cancelled by Airlines and issued as a refund on ** June **** to travel agent as it was booked over Goibibo. American airlines has sent confirmation to me over email and refund receipt also available on their portal. G...
Jul 24, 2020 by PRASHANT PADOLE
I have booked flight tickets thru goibbo PNR U*NQKL & PNR F**EMS travel dates *th April **** and **th April **** due to lockdown travel was banned .Airline first offered credit shell I have spoken to the airline and requested refund as iam not ...
Jul 23, 2020 by Shanmuga Anand
Hi I'm booking ticket vij to tirupathi on June ** ticket was not booked payment deducted from my account. I'm booking through APSRTC app only I got message like ticket not booked you money refund * to ** working days one month over no response....
Jul 23, 2020 by Dharmarao suragani
I had booked air tickets for travel to Singapore and back by Singapore Airlines via Goibibo in May ****. Due to Covid-** pandemic, Singapore Airlines cancelled the flights and returned the full booking amount. This information was not shared by...
Jul 22, 2020 by Ipsita Roy
I have made a transaction by purchasing a ticket to my native place via googlepay vide Upi transaction no ************ which i have got the receipt of but makemy trip neither acknowledge nor did they issue me a ticket .Now their contact system...
Jul 22, 2020 by Sujit Nayak
I cancelled the flight which I had to travel but I couldn't due to the covid ** situation so now I m asking them the refund but they are giving excuse and aren't helping me with anything....
Jul 22, 2020 by Aryan Sharma
Hello my trip ID is ***********, from seoul to gold coast. This trip was cancelled due to covid by JetStar airlines and the fund for the same was refunded to cleartrip on march ****. After numerous emails and reminders till date i have not rece...
Jul 22, 2020 by ishika
We booked Europe trip for December *, ****. But got plan cancel email from travel agency and was assured that we will be getting our money refunded back and they will give us extra travelling coupon to aboard our expenses for next travel. But i...
Jul 22, 2020 by Abhishek Tiwari
I had booked for Dubai package. And payed ***** for the same. Neither did they book the package to me and send me to dubai. Nor have they been traceable ever since. Please help me to track them...
Jul 22, 2020 by Dr Nadia
I had booked an airindia flight before lockdown started, and on **-**-****, when I asked Goibibo customer support if I can get a refund, they replied by saying that AirIndia is not offering any refund on cancellations. But immediately after tha...
Jul 22, 2020 by Ankit Das
I booked a round trip BLR - DEL on **th July ****. Trip ID: ************. The payment failed, but I was charged for unconfirmed tickets. I got message from Cleartrip saying that the amount will be refunded in * - ** working days. I haven't rece...
Jul 21, 2020 by Jaggdish R
From the company I got a sms that your wallet have been credited with rs ** ,to claim it download the app.When I downloaded there was no sach thing ,then I called the customer help line number and they said to iqnore it.I know it's a very small...
Jul 21, 2020 by Md Mosaraf Hossain
I booked a flight for Bengaluru-Bangkok sector (PNR - T*KI*H, ********-********). But due to Covid** pandemic, entire air travel was shut. It's been more than * months but Goibibo is not refunding my amount. ...
Jul 21, 2020 by Aakash Aakash
I had booked air ticket for two persons from Pune to Leh (travel date ** July ****) and Leh to Pune (travel date ** July ****) on ** Jan **** through goibibo(PRN No:N*MTNJ) of GoAir airlines of Rs.***** Due to India china dispute and Corona pa...
Jul 21, 2020 by Niraj Walunj
Respected Concern. I have a flight on ** March **** to Australia via Singapore from Hyderabad. Due to the ongoing situation of COVID-**, the airlines have cancelled the flight and requested for the refund. As I contacted the scoot airlines the...
Jul 21, 2020 by Srujan Chetllapelli
Transection done by ixigo flight but ticket not confirm ...
Jul 02, 2020 by Anil sharma
I requested to cancel my flight to Zurich of **st May on **th May but still didn’t receive the refund. The app shows status as reschedule available however I have canceled the booking and have the mail also....
Jul 01, 2020 by Harsh Maheshwari
I booked a flight during the lockdown period of **th April but due to lockdown extension flights were cancelled and according to govt. policy the refund should be made for bookings between March ** - May *rd. Now airlines have issued my refund ...
Jul 01, 2020 by PRANOV PUNIA
The travel agency is the worst on can trust for there safe travel. We had a booking of helicopters for kedarnath in the month of September last year and had to stay there a night extra because of their non functional helicopters. When asked for...
Jul 01, 2020 by Pratikshya Singh Paichha
Kindly note that I have update complain in national halp and complain no is "*******".I have * tickets book from gsrtc.in site but now I don't traveling require and I contect to gsrtc Coustmor care he says me tickets can not cancle, you update ...
Jul 01, 2020 by Arjun dineshbhai malaviya
Dear Team, This is Packiyaraj from Bangalore and i've planned my vacation on April **th to **th.Using Goibibo booked my flights.Due to Covid ** crisis all flights has been cancelled.Airline has refunded my amount after complaint with Airsewa a...
Jun 30, 2020 by Packiyaraj
I had cancelled my air ticket with airlines in march. They had initiated the full refund which will go to vendor and then vendor further had to push the refund. Vendor i.e. happyeasygo gave me ** days for which i waited patiently but still no...
Jun 29, 2020 by Keshav rastogi
I'm a student doing my masters and wanted to visit my family for Easter, due to covid I had to get an earlier flight which I booked via Makemytrip and came back to India from London. But since the time I landed home I'm trying to reschedule my ...
Jun 28, 2020 by Saloni
I couldn't cancel my ticket from Delhi to Bangalore due to heavy traffic on MakeMyTrip website, even their customer mobile number was not reachable. I am not given any refund because of no-show at airline....
Jun 28, 2020 by Ketan Kaul
Although the Airline refunded the whole amount to Yatra, the company is not giving my money. Yatra has put all the money in wallet, which is against the SC instructions, also they have deducted *** Rs forcefully. No one is responding of emails ...
Jun 28, 2020 by Sayantan Dutta
I booked an flight by Goibibo but it was cancelled by Vistara due to COVID ** and said that you can take full refund by goibibo but goibibo is not giving refund from last * months ...
Jun 28, 2020 by Tanveer ali
Goibibo fee of Rs **** has been charged to me for my flight on **June'** that was cancelled and airline has processed a full refund to me. Even one of your customer care executive had told me that no goibibo charges will be changed and a full ...
Jun 27, 2020 by Rahul Tandan
My ticket got cancelled during the lockdown. It was booked via Yatra.com. Indigo agreed to refund **** out of total of around *****. Indigo refunded the amount to Yatra around a month back. But Yatra is still not refunding that money to me. ...
Jun 27, 2020 by Pranav shah
This is with regards to my booking from Mumbai to Kolkata via Delhi (Booking ID NF**************) made on April *, **** (Travel Date - April **, ****) which was cancelled due to COVID-**. I made a payment of Rs **,*** (Fare Charge - Rs **,***; ...
Jun 27, 2020 by Rahul Verma
Me & my wife were to travel to US on the **th of May & back on *th June. (Chennai to New York & back) But due to uncertainties around Covid** we cancelled our ticket (Ref No ] on the *th of April itself & got confirmation from Yatra website tha...
Jun 24, 2020 by Muthuraman Ramanathan
I hv booked Hotel Panchvati in Andheri West on Goibibo , received confirmation on the same, but when I went to the hotel, it was closed and no response from Goibibo as well as hotel number available, after much of try I got the number from secu...
Jun 24, 2020 by Arbaaz khan
They charged *.* day **** ,there is no eminities providing , waste hotel Oyo no *****, vijayawada , bsr ritz hotel ...
Jun 24, 2020 by M sai krishna
I had a flight booking with yatra from bangalore to kolkata. On **th april i was supposed to travel but due to lockdown extension i couldn't. My flight got cancelled. After zillion follow ups with yatra, it initiated me the refund into the yat...
Jun 22, 2020 by Asmita maity
We had made a booking on Jet airways through Make My Trip. The Flight was cancelled in April **** by the airlines. Till Date we have not received a refund nor do we get any update from Make my Trip. have been following up for a year now and its...
Jun 22, 2020 by ROHAN KRISHNAN