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
I booked a tatkal online ticket but filled TDR when I found the train was late more than * hours. My TDR request repudiated as passengers travelled despite I never travelled and remain in my shop. I want compensation....
Apr 18, 2019 by Suman verma
I had booked one ticket for Bangalore to Bhubaneswar on Goibibo for **th of April just the day before as it was urgent. I got a connecting flight. First one was AirAsia from Bangalore to Hyderabad at *.** pm then it was IndiGo from Hyderabad to...
Apr 18, 2019 by Chittaranjan Mohanty
At Bhopal, I booked Oyo Rooms for * nights in OYO at Hotel Aditya Regency. Prepaid it via online mode ****. I have been harassed by this incident where I had booked a hotel in Bhopal and couldn't locate the property. I tried by entering the ...
Apr 17, 2019 by Md Zakwan
This complaint is regarding a travel agency named Vacation Yaari (www.vacationyaari.com). Their staff Mr Nikhil approached me for a holiday booking for Ooty/Wayanad. As per the offer letter sent from firstname.lastname@example.org, I had credited Rs.*...
Apr 17, 2019 by Zachariah Ninan
One of my close friends cheated me with Qnet business. On Sept **** he called me and asked me for doing business. I said no then he convinced me for ***** Rs. Which I thought is not that big amount I gave him. He did not mention anything about ...
Apr 17, 2019 by Kritika Joshi
I booked a room at Oyo***** Hotel Bella Vista, New Delhi. The booking was done by Agoda.com for **th April ****. I arrived at the hotel. But they did not allot the room. My booking id is *********. I requested to refund the amount Rs. **** paid...
Apr 17, 2019 by Gigy Varghese P
I booked bus (universal travels) in Redbus app on **/**/**** at *:** am. My travel is from SRM University (Kattangulathur) to Sirkali Kai Katti bye-pass. The app showed me my boarding time is **:** am and I went to my boarding point at **:** am...
Apr 16, 2019 by Vijay.R
My amount is not yet refunded ** days has been passed still my issue is not solved. When I asked kindly let me know the process how far it gone when my amount will refund to my account. They said money has been initiated. Kindly please help me ...
Apr 16, 2019 by Dipti dhara
I have paid a total amount of the tour package. They have entered my name wrong in the flight tickets. Now they are asking extra ***** to change it. They made a mistake and I am being buried. Please take action against them....
Apr 16, 2019 by Vishnu varathen
I booked a room for * days, which has a total amount of ****. Upon reaching the destination, I found a degraded room and the hotel manager told that they have just received INR ****. I called immediately to their (Oyo) support, but they didn't ...
Apr 16, 2019 by Manisha Dhami
This in regard to OLA outstation trip taken on **th March ****, CRN **********. In my previous communications on respective social media handle where I mentioned about a Credit Card transaction amounting ₹ **** (disputed amount). My bank has ...
Apr 16, 2019 by Vishal Mittal
I made a booking from OYO mobile app on **th March **** from my uncle mobile number. While paying the charges the app shows the error of unsuccessful transaction but the amount is deducted from my account. When I reached the hotel in Laxmi Naga...
Apr 15, 2019 by Ashutosh kumar Singh
I booked a return ticket for Delhi-Singapore from Goibibo on Dec *, ****. Total cost was *****/-. On **/**/**, Goibibo informed me on the message that the flight have been cancelled and I should reach out to Jet Airways to resolve my issue. I f...
Apr 15, 2019 by Harsh Batra
I booked an outstation trip from Trichy, Tamilnadu, India to Kattuputhur, Tamilnadu, India on March **, **.** PM. Estimated money showed Rs.****. But the end of the ride the bill came Rs.****. I asked the driver, he said it is a computer genera...
Apr 15, 2019 by Prabu E
I booked hotel Shivam Howrah through Goibibo and paid online. But when I reached there at night ** pm on **th April **** the hotel management denied the booking and informed that they had no agreement with Goibibo anymore. They demanded extra m...
Apr 15, 2019 by Siba charan jethy
Oyo changed my hotel without any confirmation. I paid for Vardhman hotel and they allow me a pearl hotel. They allow my room to some other person. I want my *** Rs refund. Please help me....
Apr 15, 2019 by Harsh
On **/*/**** I had booked a ticket Belagavi to Pune on Airavat bus as female. As per rules, the seat beside a female should be allocated to female only. But in this Airavat bus ** F****, they allocated the seat beside me to a male passager whic...
Apr 15, 2019 by Uma
The said driver himself cancelled the cab as I have received a mail from uber that driver was unable to locate my address. I have mentioned my meeting place in front of Dominos pizza. Anyone do let me know that how can a driver cannot locate d...
Apr 14, 2019 by Sanket
This is to bring to your notice that I have been recently pulled into a fraudulent act in which travel company “snow travel club (http://www.snowtravelclub.com/)” has looted INR **,***/- from me towards family travel trip to Tirupati. On th...
Apr 14, 2019 by Sachin
I have been charged thrice for the same ride and the outstanding is still there. I made many calls to their call centre and the slaves of pay cheque wasted my time rather than resolving it. They kept using the same jargon as the concerned depar...
Apr 14, 2019 by Ram narayan kanakapally