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 flight in pre covid times. Air Asia cancelled the flight and refunded entire amount to Makemytrip. Now - Makemytrip has deducted **** rs without giving any reason. I have raised complaints on customer support and Social Media...
Jul 21, 2020 by Nikhil Patwari
I booked a ticket for **th July from Mahalaxmi travels via redbus for * pm as I had to reach in someone’s funeral by **th night. I reached the boarding point ** mins prior to the boarding time and was told by the driver to wait there and the...
Jul 21, 2020 by Monika Srivastava
I had booked the tickets through SBI credit card on **.**.**** for the tickets PNR ECTCFX on GoAir flight G*-*** from Jaipur (JAI) to Bengaluru (BLR) vide MMT ID NF************** on ** Feb '** at **:** hrs and the same was cancelled by Goair i...
Jul 21, 2020 by M L INDULEKHA
Booked * tickets from clear trip website for **th July **** fly dubai Tickets from Hyderabad to dubai but later I got a E-Mail from fly dubai stating that flight has been cancelled and will not be operating I got a fly dubai E-Mail on **th Jul...
Jul 21, 2020 by Sohail ahmed
I Have Made A Travel Booking On *Nd March **** For My Trip To Mauritius On **Rd April ****, My Booking Id Is *******. For This I Have Paid Rs.**,***.** Amount To Travel Triangle Agent. But Due To Covid-** Global Outbreak, I Had Told Travel Tria...
Jul 20, 2020 by Rajat Sharma
The saree we ordered wasn't as expected. Poor quality. And not well finished. The is colour is soo vibrant that one cannot wear it. We asked for the return but they told we cannot take back the saree because you had a discount of Rs *** being y...
Jul 20, 2020 by Indhu sree
My flight was booked from Budapest to Delhi for **st March on Polish airlines through cleartrip. I got a mail on **th march from cleartrip saying flight is cancelled. Though the airline mention it on its website also that incase the flight is ...
Jul 19, 2020 by Nitin
Dear sir I booked a room in AGRA at **-**-**** with oyo application by **********. Hotel named ZAKI HS was listed in safest hotel . Deduction was done online but when I went to the location of hotel . There was no such rooms & hotel . I cal...
Jul 19, 2020 by Dr SHAILENDRA KUMAR
I have cancelled my PNRs SMV*KA and WM*KHD through IndiGo portal and they informed me that they have already processed the refunds in two parts, one on *th of April, **** and the other on **th of July, **** to the agent wallet. I have made the ...
Jul 19, 2020 by Ankita Bhowmik
I had booked ticket for **th of june through yatra.com. air asia cancelled my flight and refund ns not being done yet.its **th july today. Many times i have called them l. Mailed them but no response. ...
Jul 18, 2020 by Rishi gupta
My Travel Triangle Booking ID is *******. In fact my trip was scheduled for March **-**, ****, but it was later canceled due to the growing number of cases of Covid-** in India. I have been requesting a refund for more than * months, still no r...
Jul 18, 2020 by Abhijit Das
Booking Id: NN************* My booking for round trip flight from Munich -Delhi (Lufthansa airlines) in month of March **** got cancelled due to Covid-**. I initiated cancellation request in March itself and waited patiently for * months ....
Jul 17, 2020 by Paras Arora
Package booked against below ** ids & part payment carried out - NL************* - Rs *****/- NL************* - Rs *****/- NL************* - Rs *****/- NL************* - Rs *****/- I had a trip planned for June’** which from Make My Tri...
Jul 17, 2020 by Vimal Raj Goyal
I booked two travel ticket through Happyeasy Go from Chennai to Indore and Indore to Chennai through PNR YJMY*J dated **th April and JLS*WQ dated **rd May **** respectively. Because of COVID-** airline cancel all the flights and refund the mo...
Jul 16, 2020 by Shubham Dosi
My flight via PNR C*W*SC, date of journey ** June **** was cancelled by GoAir citing issues beyond their control. However, they have till date not given refund, or the option to reschedule the ticket. ...
Jul 16, 2020 by Palvi Proch
Had booked a ticket via cleartrip, however due to COVID ** concerns cancelled it. Tried calling cleartrip but they said that cancellation should be done via airlines as only airlines is authorized to initiate refunds. I called airlines a...
Jul 16, 2020 by Siddhant Khandelwal
Booked a ticket through Travolook on *th June from Bangalore to Baghdogra. Money got deducted from the card and I got a call from the agency saying that the ticket was not booked due to technical errors in airlines server. Today is **th July an...
Jul 16, 2020 by Divya nigam
I have booked ticket on cleartrip(Trip ID: ************) to travel from CDP to HYD, due to delay reasons and as per airline policy I requested airlines to cancel and process full refund, they have done the same from their side but Cleartrip is ...
Jul 16, 2020 by PRATHYUSHA G
I booked an Air ticket from Spice jet through happyfares by *-*-****. I cancelled the ticket by **-**-****. Upon communication to Spice jet customer service they informed INR **** refunded against cancellation. But the travel agent hesitate to ...
Jul 16, 2020 by Santhilal S
My ticket was directly cancelled by the flight carrier Air India and makemytrip asked for an NOC from airindia office, post which they were supposed to provide the refund (*st march). Due to covid-**, all the customer care phone numbers and ema...
Jul 16, 2020 by Hritika Agrawal
Booking Id: KMFU**** Summary: I had prepaid and booked a hotel. On reaching, I found out the pictures on app were of a different hotel and were vastly different from the hotel I reached. This was dated xx I mentioned the same to OYO on that d...
Jun 22, 2020 by Santam Baul
Airline refunded amount * months back but Cleartrip hold the amount for **+ days and refunded only Rs.*** instead of full amount Rs.**** which was refunded by airline. No details were provided why they deducted the money. Contacted the custome...
Jun 22, 2020 by Sirisha
I booked flight ticket through Cleartrip for travel on **th April **** from Kolkata to Bangalore on Indigo airline. Trip Id- *********** PNR- NETW*V Due to COVID-** situation, my ticket got cancelled. The total amount of ticket was Rs. ****, ou...
Jun 21, 2020 by KUSHAL BISWAS
Since my bus is canceled for travel on may ** it's been a month till now I'm not provided with the refund and customer care email is not responding to any of my emails firstname.lastname@example.org and email@example.com both are not responding ...
Jun 21, 2020 by Nithya K
The flight is cancelled due to covid and I booked the flight from Goibibo on March **,**** opting for insurance even to get the full refund in the event of flight cancellation. But, i didn't get the refund till June *st week even on continuous ...
Jun 21, 2020 by Varun Kumar Manne
I booked * domestic flight tickets through Yatra on April * and my journey date was April **th. My flight was cancelled by airlines. As per government regulations i am eligible for a full refund. But Yatra transferred my amount their e-wallet t...
Jun 21, 2020 by IJAZ E
My travel date was on **rd April'**** with Qatar Airways. Due to Corona outbreak flight was cancelled. I started writing mails to Yatra from *th April and on **nd April got a confirmation mail that they are processing my full refund. Its been *...
Jun 21, 2020 by Arindam Ghosh
Due to COVID-** we had to cancel the trip and had informed the team before * month of the trip. Have been following up since month of March but there is no update on the same ...
Jun 21, 2020 by Bhabna Acharya
I had booked an Indigo airlines flight ticket using Cleartrip. The trip was scheduled for April **. Due to the lockdown, the flight was cancelled. I was told that I could redeem the money paid on my next flight booking. But today I tried bookin...
Jun 20, 2020 by Achuth vinay
Amount written behind the ticket Rs ** has to be refunded .Its maddur depo ksrtc bus vehicle KA**_F****...
Jun 20, 2020 by Asha raj k
Flight cancelled due to Covid situation and was cancelled using goibibo itself. Then withinnfew days credit shell issued and balance available in indigo. I had a talk with indigo customer care and retrieve ittenary to see the available amount. ...
Jun 20, 2020 by Sayon
I booked a ticket in the month of Feb for Pune-Delhi and Delhi-Pune on payment of additional charges for Zero Cancellation Charges for Travel in the month of August but now Goibibo is denying the same. PNR No.JWBF1...
Jun 20, 2020 by SAURAVE KUMAR LATH
I had my flight on **/**/****, booking reference number ************, that was cancelled, I opted for Refund claim, that is not settled yet. After many correspondence they are forwarding the amount in their e-valet. Now they are lying and put...
Jun 19, 2020 by Avinash Bajpai
We have booked ticket from make my trip. Flight was cancelled.Airline is giving refund but make my trip is not responding and giving false information regarding my amount. And keeping my money in his pocket....
Jun 19, 2020 by Kavita
Goair Correspondence no G*-******** makemytrip Refund of Cancellation of Ticket I would like to bring to your kindest attention that, I had booked my ticket by on **/**/**** Goair thru makemy trip from Mumbai to Muscat on **/**/*...
Jun 19, 2020 by Sayed
@MakeMyTrip, Request you to refund the amount as earliest possible. I have booked the flight using Make my trip app from Mumbai to Bangalore and flight schedule date is **th May ****. Due to technical reason Vistara airline not operated and ...
Jun 18, 2020 by Aavir
I booked a cab from Delhi to Patiala for **th June, **** on *th June, ****. Due to the ongoing pandemic, it was mandatory to get an e-pass from the respective government to travel inter-state otherwise the booking will be cancelled. In the c...
Jun 18, 2020 by Nitin Aggarwal
I was supposed to travel from Mumbai to Ranchi on **.**.**** via GoAir flight. however, the flight was cancelled by the airlines (screenshot attached herewith). GoAir is not giving any reply. And, Yatra.com is denying me refund of the amount...
Jun 17, 2020 by ARPIT RUNGTA
Booked airline tickets via Makemytrip on **.**.**** from Hyderabad to Houston via Dubai (Onward-**.**.****, Return-**.**.****). The Makemytrip Booking ID: NN*************. On **th Mar ****, received email from makemytrip that flight is cancell...
Jun 17, 2020 by Pradeep Adusumilli
I booked (**/**/**** ) a Trip Agartala to Guwahati via Kolkata , after booking Complete * hours later One Call came form EaseMyTrip and said Your booking has been Rejected , don't worry We will refund your full fare amount with in */* days . ...
Jun 16, 2020 by Rajesh Debnath