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
Amount of Rs.**** pending. Booking number YMVCJQ (Flight number *E- ***) from Bangalore to Kolkata on **rd March, ****. Several emails have been sent to Make my trip, but they do not care of it. Being a retired Associated Professor, l...
Jul 16, 2020 by Dr. Baidyanath Ghatak
Due to lockdown my flight got canceled. So they have to provide credit shell for the entire journey. But they provided me credit shell for one side and credit shell for other is still pending since * months. ...
Jul 15, 2020 by Abhishek Gupta
Sir, I have booked my ticket from Goibibo.com in Indigo Flight being PNR No. TL**WG and also booked in SpiceJet being PNR Nos. GBJ*WJ and NDL*GD. My money is in credit shell. I request you to please kindly return my money as soon as possible in...
Jul 15, 2020 by ROSAN SHAW
Dream World Holidays ramdaspeth Nagpur, they themselves are not booking the tour, they booked our tour through an Quality Tour tour operator in mysore so the tour cost was high. They got quote from them and they forwarded added therir profit. W...
Jul 15, 2020 by Sagar Gokhale
Cleartrip service is completely absconding. No refund initiated for my completely refundable trip canceled more than ** days back. No phone number / support system is functional. Another booking turned into a credit shell is showing unusable....
Jul 15, 2020 by Krishna Deo Singh Chauhan
Hi I have lost my hard earned money as i stay in NewZealand And i went to india for holiday and when i was coming back to nz i have booked an Malaysian airline ticket from GOIBIBO and it was my biggest mistake coz they fuckin money sucking ma...
Jul 15, 2020 by Harpreet Singh
At the end of ride driver which was assigned by ola asked for extra money apart from toll tax ( which I paid myself) when I refused to give extra he started arguing to avoid the scene I Thought of paying him and solving this problem with ola....
Jul 15, 2020 by Jeenia Dhillon
Sir, As d cancellation refund was processed on **-*-**** and as informed by goibibo staff refund will be credited in bank account within ** days but till date amount is not credited in bank account. This is the *th time I have applied for refu...
Jul 15, 2020 by Komal Agarwal
I have booked a holiday trip of bali, Indonesia and the travelling date was ** may but due to COVID-** and world wide lockdown, all the tour was cancelled. I have booked land package of Rs *****/- from shoseonlose company and paid paid *st inst...
Jul 15, 2020 by Swapnil kumar
My name is Kalpesh and I have not received refund after *** days of initiated refund by Goibibo which would be received within ** to ** days as per email confirmation by Goibibo for booking id AMDNTS*YI and Airline PNR-RC*YUR. As per Turkish ai...
Jul 15, 2020 by Kalpesh
It’s been more than a year and I have still not recieved my refund from jet airways. Makemytrip is not responding regarding this issue and even jetairways customer care isn’t helpful....
Jul 15, 2020 by Aishwarya Thandava Murthy
International Ticket purchased in Jet Airlines through goibibo online : Date of Journey ** April **** from Hannover Germany to Delhi and return journey date ** May **** from Delhi to Hannover. Hannover to Delhi reached but return ticket cancell...
Jul 15, 2020 by Ajay Kumar
Booked a round trip from mmt but due to some issue I booked for the wrong Month. Due to corona it won't be possible for me to travel during that time period so within an hour of booking. But sadly they deducted ** Percent of the booking amount....
Jul 15, 2020 by Mohit Kandwal
I had very bad experience staying in Oyo - Life (Bangalore). Some of the problems i had gone through. *) Post confirmation on the availability of the independent room from the Oyo Life Representative i made my advance payment and on the d...
Jul 15, 2020 by Rahul D
Due to covid pandemic trip was not done in April however till date I haven't got any refund amount from my advance payment of rs *****.Sufi the owner of Travel heights Siliguri was suppose to start the refund initiation from this month however ...
Jul 14, 2020 by Sourya Mohan Banerjee
I booked two ways flight from Goibibo that is Hyderabad to Tirupati and Tirupati to Hyderabad in rs ****rs. After few days I received message that my flight has been cancelled, so I contacted to flight customer care service they updated me tha...
Jul 14, 2020 by Bhogi Raju Korada
Yatra is given wrong reply against my last complain raised as below:- Yatra Com on Sun, **th Jul **, *:** AM Hi, Greetings from Yatra.com! Your refund has been processed from our end on ** Jul **** under Yatra reference number *************....
Jul 14, 2020 by BIDHAN SAMANTA
I have booked the ticket at * AM on **th July'** and they sent a mail that it'd take ** minutes to process the request but then at ** AM, they called me and said that your flight is not booked and we can't process and we'll initiate a refund. I...
Jul 14, 2020 by Mohd Shoaib Rayeen
I had booked my flight dated **th June from delhi to kolkata on **th June through travolook with reference no : REF********. travolook failed to confirm my ticket though money got deducted. Got a mail that booking is in progress.as it was not...
Jul 14, 2020 by Mainul Islam Sk
Hello Sir/Ma'am, I did one booking of an international flight from Delhi to Bahrain on **.**.**** and used promo code MMTHDFCDC because of which I need to get **** rupees as cashback. From that date to now, I am trying to get my cashback and...
Jul 13, 2020 by Himanshu Gupta
I find it very insensitive that I am being called at close intervals on a daily basis from different nos. through Oyo life. This is really ruining my day and other works. The only mistake I made is by calling the Oyo life customer care to enqui...
Jun 16, 2020 by Mohammad Reyaz Ahmad
I had booked an Indigo from New Delhi to Jeddah for travel date **th Mar'** through Cleartrip. Airline cancelled the flight without intimating the passenger. Indigo has already processed refund amount. Since payment was done through Cleartrip, ...
Jun 16, 2020 by Dilshad ali
The ticket was cancelled way back and have not received my refund yet. I cannot afford to loose such huge amount of money. Please look into it and help me get my refund as soon as possible. ...
Jun 15, 2020 by Joginder Singh
Dear sir... I have booking train ticket on **/**/**** By makemytrip site.. when am booking my ticket payment is confrm and aafter payment confrm some techichal issued ticket is not book and also not provide any booking i.d but money is deduc...
Jun 15, 2020 by Raj Kumar
I have booked a hotel last friday. They have deducted the money from my account but did not send the otp. So the hotel did not allow me to check in. After that the company assured me that they will refund the money within * days. Till I did not...
Jun 15, 2020 by Tanusree Dandapat
I have booked Rail tickets via Yatra.com Booked on ** Mar **** Booking ID *************. Due to locked down it's got cancelled after so many follow up they have not refund my money. Request you plz help here Regards, Manohar Khare ****...
Jun 13, 2020 by Manohar Khare
I online booked one way taxi from raipur to raigarh at ** march **** , ** - * pm ,but they tell me that taxi is not available at *:** pm, they not informed me at that time also. after some time the tel me for refund money after few days in my...
Jun 12, 2020 by Siddhant singh
Refund against my flight dated ** April was still not issue by Cleartrip.com which was cancelled due lockdown extend....it's almost two months now...
Jun 12, 2020 by Nikhil Kumar
I had booked a return ticket to London, in April **. This was cancelled due to COVID. Ticket No.SEA***********. Unable contact these people. No response on automatic chat option. Kindly help to get the refund. ...
Jun 12, 2020 by Narayan H
On the *th June **** i had booked ticket from Yatra.com website from Bangalore to Trivandrum which i paid the amount from Zest Money EMI and received the booking infirmation which is success. But my complaint is for the second booking which i ...
Jun 12, 2020 by Sharath S V
I booked a flight for the *th of June, ****. The booking was made on the *nd of June. I then had to cancel the flight on the *th of June as I realised I would not be able to travel on the *th. Upon cancellation it was shown that a refund amount...
Jun 12, 2020 by Guru Prasad
Booked Ticket using (Citibank-Premiermiles / GoIbibo), Mumbai - Singapore. BookingID: AMDJPTMNE PNR: KPTPGC Requested Refund because of pandemic. Eligible for refund as per Govt of India declaration. Airline (Thai Lion Air) ready to refu...
Jun 11, 2020 by Deepraj Paul
I had booked two tickets through goibibo costing Rs.******. The flight was scheduled to fly on **th March ****, however due to nationwide lock down the flight did not operate. Finally, after a long hassle with goibibo I received a refund initia...
Jun 11, 2020 by Vivek Shah
Dear Sir, I had booked my singapore flights (me and * family members) in January **** through Yatra.com for indigo flights. After **-** days, Indigo informed that those flights were cancelled and they offered me to board other earlier flight...
Jun 11, 2020 by Sushil Kumar Agarwal
I have booked air tickets with Makemytrip from Hyderabad to Trichy for travel date ** Apr **** and return date of ** Apr ****. Their booking ID is NF**************. Later I had to cancel it as I couldnt travel and hence asked to process the re...
Jun 11, 2020 by Avinash Sirsath
My account has been blocked by IRCTC. Upon asking them over email, they say I have multiple passengers added in master passenger list and that I have misused my account. The above allegation is false. Prior to COVID-** lockdown the account w...
Jun 10, 2020 by Nishant Gupta
I booked a ticket from Bangalore to Ranchi on *th April ****, and cancelled the same on **th April ****. The ticket was under cancellation protection and refundable amount shown at the time of cancellation was *****. It has been more than one ...
Jun 10, 2020 by Rashmi Mishra
DEAR SIR I WANT TO SAY THAT I HAVE BOOKED A FLIGHT THROUGH MY MY TRIP PVT LTD. BUT DUE COVID -** THE FLIGHT HAS BEEN CANCELLED BY AIRLINE .THEN AFTER I APPROCHED THE AIRLINE FOR REFUND ACCORDING TO DGCA GUIDLINES I AM ELIGIBLE FOR FULL REFUN...
Jun 10, 2020 by TARUN
I have submitted the TDR on **th of March ****. Its already ** days passed but no refund is received. Refund is already approved (Rs.****). Do let me know when i will receive my refund. Really bad service by IRCTC. PNR: ********** ...
Jun 09, 2020 by Mohit Kumar
I had done to payment for seats in flight a amount of *** got deducted from my account and payment maid to MMT but seat was not booked again i made a payment of *** to book another seat in flight.now MMT is saying they haven't got previous paym...
Jun 09, 2020 by Himanshu aman