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 two indigo flight tickets scheduled on *nd and **th April, **** through happy easy go travel agent. These flights were cancelled due to govt imposed covid restrictions and Indigo has refunded the full amount of Rs **** back to this hap...
Nov 15, 2020 by Shreya Dey
Main concern is : I have travelled *** km. but actually charged for *** km. Driver have gone somewhere during night without approval or information and the additional distance is charged to me. Need to Investigate : *. Driver location to be ...
Nov 13, 2020 by Girish Jagannath Kshirsagar
My Etihad flight booked on ** August through Makemytrip was cancelled by Airline. I have tried to raise multiple tickets and called numerous times but no refund has been provided till date. MMT is purposefully ignoring my emails and calls to a...
Nov 12, 2020 by Aditya Kunturkar
These emails. My pnr number is YZ*QM - Please note this ticket was booked for **th november earlier and then it was rescheduled to **th november and no ticket number was generated. i kept running around their support teams byt no response r...
Nov 08, 2020 by Deepika garg
This is a fraud travel agency. They will never refund the amount in case of a cancellation. Even when the airlines has confirmed in writing that they've refunded the amount to the travel agent Travalook, they will say we haven't recd. any refun...
Nov 05, 2020 by Umang khemka
I had already booked a ticket from go ibibo from kochi to Dubai scheduled on March **th.The airline was not functional on that day. I have raised a refund request , until now it is not settled.There is no way to contact their customer service.I...
Nov 05, 2020 by Jikku
I, Deepa and my husband Eswar from Tirupathi came to Chennai for critical maternity medical purpose and moved in to OYO LIFE CHN**** room on **.**.**** which was located in Mylapore of Chennai. *. Booking ID : ****** paid an amount of Rs. ***...
Nov 03, 2020 by SAMANTHI DEEPA
On * November ****, I had applied on passportsevaindia.in for a passport for my father and total amount of INR **** was charged after filling all the details in the application form. The money has been debited from my account and even received ...
Nov 03, 2020 by Brinta Kusum De
It's been * months that I haven't yet received my refund. I booked the Hexa car with a fuel refund option on *th August for *th August ****, however, on *th Aug night, Zoomcar person called me and asked me that whether I am ok with Mahindra Mor...
Nov 03, 2020 by Venkata Murali Lakshmanachari Nanduri
I Booked Round Trip Air Tickets Through Easemytrip To Travel To Delhi On March **. My Total Ticket Cost Was Around Rs **,***/-. EaseMyTrip booking ID EMT********. But Due To Corona Pandemic I Had To Cancel The Plan. Communicated The Same To Air...
Oct 31, 2020 by Jeelan
I have booked a ticket on *th of October **** in "Travolook in" website for * person from Chennai to Delhi. My tickets was not booked but **** RS had been deducted from my account. .After that I asked for refund I still didn't get the refund. T...
Oct 28, 2020 by Samson
I had booked two SpiceJet flight tickets from Pune - Cochin scheduled on ** October ****. On ** October I was intimated by SpiceJet that the flight has been cancelled due to change of schedule. When I contacted the airline I was told that a ful...
Oct 26, 2020 by A K Shreelekha
I have booked a ticket from RedBus App from Rajahmundry to nellore On **st October **** after booking I got a ticket Confirmation in which there is no contact Number of Bus driver. It came with boarding point contact number and redbus helpline ...
Oct 25, 2020 by Deekshith Podili
At time of booking,I chose cash payment as mode, but end of ride, I made an UPI payment for ride and amount got deducted from my account. But still driver asked for cash as it did not showed in his account, so need to pay him cash again. Hence...
Oct 24, 2020 by Sheetal Jain
I had booked tickets for March, but due to the pandemic could not travel. My money was in credit shell. I have plans to travel in November so tried to reschedule dates. Called emailed multiple times but have not got payment link and now i have ...
Oct 23, 2020 by Meenakshi jadhav
I have registered for CCHHL however requested for cancellation within the cool off period. My refund is promised by them but has not been settled till now even after *.* years. No one is responding...
Oct 23, 2020 by SATISH KUMAR KARRI
On **th October, I have booked a ride (CRN: **********) for my relative and I was charged almost double what it is showing at the time of booking upfront. I talked same day to the customer support staff as well and he assured me to refund ar...
Oct 23, 2020 by Manoj Kumar Verma
*.Kenya airline flight rescheduled * times from Uganda to Nairobi on **/**/****,Due to that ,I need to cancel connection flight from Nairobi to Mumbai on dated **/**/****.for cancellation Kenya airline charged there cancellation charges,after t...
Oct 21, 2020 by Mukesh
Hello Team, I had booked a ticket from Travolook.com which was later cancelled due to some technical issue (price hike) as conveyed to me through mail. I am continuously trying to reach out to their customer support team but no one is picking...
Oct 21, 2020 by Rohit Pandey
i have booked flight with go ibibo.com on ** june ****, my flight booked for ** july ****. still i am waiting for my refund amount or credit shell code to use another flight booking....
Aug 22, 2020 by diwakar jaiswal
Booked airticket for * family members on *th march ****. Flight from Turkish airlines booked using Yatra.com but flight did not take place on **th June **** due to airline cancelled it, as per policy I opted for full refund both company agree...
Aug 22, 2020 by Carolus D
I have vacated from Colive on July ** and my refund is not yet returned. I have logged multiple tickets which had no responses. Customer service is not picking up calls. I also did not receive any proper invoice regarding the payment that they ...
Aug 21, 2020 by Rohit Joseph
Dear Sir/Ma'm, We have received only Rs. ****/- as refund out of total booking amount Rs. *****.**/- via Vistara Flight booking done via Cleartrip - Trip Id- ************, even when the Flight is cancelled by carrier itself and we have not ini...
Aug 21, 2020 by Ankit Maheshwari
i have struggling to get my refund from past * months, GOIBIBO Booking Id: SEA*********** PNR : ER*D*L ***+ TWEETS, *** + MAILS, *** + CALLS, STILL NO RESPONSE...
Aug 21, 2020 by SYDNEY FERNANDES
Flight cancelled from their (airlines) end not proceed of refund mention no help from airlines nor the Goibibo. Further no response from goibibo also no option to contact them directly . No call numbers nor any official ail given whatever call...
Aug 21, 2020 by Rutuja B
Last year I booked bus ticket on Phonepe , redbus ticket not confirmed but amount was debited from my account, yet not refund that amount....
Aug 21, 2020 by Siva
Hi i have booked my flight ticket from CHENNAI to Delhi through Yatra for * jun **** by indigo airlines( PNR no- JR**MB ) and return flight for delhi to Chennai on ** jun **** by Air Asia airlines ( PNR no-CY**QB) . reference no -**********...
Aug 20, 2020 by DEVENDRA SINGH FARTYAL
Paid for booking ticket from IXD to PNQ, amount debited from bank and still cleartrip mailed that ticket not booked and refund will be initiated after * working days but its almost ** days no refund rwceived and even no reply also from cleartri...
Aug 20, 2020 by Anoop Gupta
My flight British Airways from Manchester to new Delhi was cancelled due to corona virus on March ** ****. And till date I haven't recieved any refund , any coupon . Their is no way to contact them , no email is functioning , their number is...
Aug 20, 2020 by Hardeep singh
Hi team. I have been trying to get my refund back from the cleartrip company which is the thirparty app for booking, i have made the booking in the month of feb for my trip which was due in april from mumbai to Varanasi return but due to covi...
Aug 20, 2020 by Girishchand pandey
Hello, It's regarding a refund from Yatra.com. Booked flight before Covid-** via HDFC smartbuy and flight was cancelled due to lockdown. Indigo has issue refund to Yatra, but they are not responding. Travel Date - **th -**th Apr, **** Y...
Aug 19, 2020 by Tanu Shree
I booked ticket from dehradun to delhi with ease my trip app on **/**/**** and also paid Rs ****/- for extra luggage as you show in my ticket. But on **/**/**** when i reached at dehradun airport, My flight was of Air India but Air India author...
Aug 19, 2020 by Amit Kumar Thapa
My flight , bearing PNR # PCEMKN, from Bangalore to Kolkata on July **, **** , got cancelled by the GoAir airline. GoAir had refunded the amount to Goibibo with the same mode of payment i.e. Credit Card payment, but Goibibo is issuing only Cred...
Aug 18, 2020 by SINGH VIVEK RANJAN
I HAD BOOKED TICKET OF WRONG DATE I GOT IT CANCELLED FROM INDIGO ON THE SAME DAY. THEY HAVE REFUNDED THE MONEY ON SAME DAY BUT YATRA HAS NOT YET REFUNDED MY AMOUNT. ...
Aug 17, 2020 by KRISHNA POOJARY
I had a ticket from Doha to Kolkata on **th Ap ** and return ticket on **th June ** in Qatar Airways. I have used Goibibo for booking the ticket. Ticket was cancelled by them but inspite of repeated commitment and promises made by Goibibo no...
Aug 17, 2020 by ANANDA SWARUP ROY
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