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
We had booked the tickets for two person on Sunday, Mar **, **** details below: journey date : ** Jun'**** Brussel - Amsterdam and Amsterdam - Bangalore Booking Id: RMDWLZB*D Airline : JetAirways Later on **th April Airline stopped worki...
Jul 13, 2020 by Daisy Rani
I was analyzed cleartrip refund process statement while actually cleartrip has process only for PNR of AC*PTG - rs - ****/- . But They missing one more PNR of MG***X - rs- **,***.**/- Same I checked with SpiceJet airline that they relea...
Jul 13, 2020 by Mageshkumar KP
Rs *** was wrongly deducted on **/**/**** for my booking of flight ticket for which PNR NUMBER is MKMYHG. And more over no reply I am getting from make my trip Pvt ltd customer care number or online support....
Jul 13, 2020 by JAY RAJENDRA AGRAWAL
I had on ** Feb **** booked tickets for * people for travel from San Francisco - New York for travel on ** May **** by Delta Airlines. I had paid an amount of INR ***** under the freedom fare scheme which refunds the whole amount in case of can...
Jul 13, 2020 by Sanjeev Kumar Sawal
Air India-Unethical ways of a govt run co holding customer’s tkt fares for over *+months & refusal to refund. * calls , * emails to ECommerce- No resolution. Booking Reference YRMNL. Air India cancellation refund -case ID is ********...
Jul 13, 2020 by Rajat Gupta
Maine apna tour package home cab India pvt. Ltd me booking ki * April **** ki lekin Covid ** ki wajah se tour cancel huaa maine advance payment Google pay se **** rupees ki lekin mera payment refund ni kiya kafi bar bat krne k bad * month bad J...
Jul 12, 2020 by Ajay kumar
i have booked flight ticket through make my trip for pune bangalore flight to take off on **.*.****. unfortunately due to lock down flight cancelled. Company issuing shell credit for lesser amount with host of stringent untenable conditions wh...
Jul 12, 2020 by prakash iyer
We had booked an air ticket through Ixigo for DEL-CNN on *th June, **** and after making the full payment of Rs. *,***/- they sent us an e-mail confirmation with a PDF copy of the ticket and a tax invoice for *,***/-. The ticket mentioned the s...
Jul 12, 2020 by Rajeev KK
Hii I booked a ticket from AMD-PAT for *rd August **** through happy easygo.com. while booking ticket they give you option of chosing free reschedule plan for which they charge extra money for that. Free Reschedule option says that u will have...
Jul 12, 2020 by PULKIT KUMAR
Algeria holidays and hospitality has been taken Amount Rs ***** instead of purchase amount Rs ***** from credit card and emi process wrong way without my sign not service provided also...
Jul 12, 2020 by GAYA SAH
made a booking for Mumbai to Visakhapatnam flight dated *nd July and the PNR is H**F*. The flight was cancelled for unknown reasons and eventually Ticket with same PNR was schedule for *th July. However I could see that my PNR is shown c...
Jul 12, 2020 by ramakrishna chelluri
I have cancelled my airline ticket Of Go Air & they have processed the refund to MakeMyTrip . I have written emails, no response. The IVR suggesting me a link but that Link never opens which is sent on my email. Can't contact any Customer care....
Jul 12, 2020 by Abuzar Gaffari
Booked ticket through goibibo with PNR-NZTYZB on February ** for ₹*****. The flight was operated by Emirates and date of travel was **/**/**. The flight got cancelled due to restrictions due to covid restrictions. When asked for refund goibib...
Jul 11, 2020 by TIJO JOHN
This is regarding my international ticket booked through Yatra for travel in Aug ****. This was for Europe trip. Although Emirates has agreed to allow FULL refund as per their terms, I have been chasing Yatra in vain. First they dont have a con...
Jul 11, 2020 by Abhijit C
I have ordered live floating plants from Makemyhobby.com on **th March **** for an amount of INR ****.** and till date I have not received any items nor my complaint had been addressed to. Contact through whatsup is not yielding any results, no...
Jul 11, 2020 by Dinesh Kumar Vattathur
I booked ticket from Delhi to dubai on * April on goibibo and couldn't travel due to lockdown. Airline refunded the ticket and goibibo kept the refund status in progress and this morning they changed the status to travelled!!!!! Now they are as...
Jul 11, 2020 by Mahua Deb Samaddar
I had booked my to-fro Indigo flight tickets on the *nd of June via Goibibo, for dates **th June Delhi-Hyd and **th June Hyd-Delhi. Since my tickets got rescheduled by the airlines later, i could not travel. I had directly cancelled my tickets ...
Jul 11, 2020 by LIMI MATHEW
I had booked * business class tickets from Mumbai to Montpellier on *st Feb **** for my senior parents with a travelling date of April *th **** and return back from Montpellier on June *th ****. Both these sectors got cancelled and hence these ...
Jul 10, 2020 by Kenrick Nazareth
It been * months since i have been chasing for the refund and all i get to hear is that it is under process.I had booked flight in April and due to covid the flight got cancelled. The airline refunded full amount long back but i have got no inf...
Jul 10, 2020 by Tejenderjeet Singh
Dear Sir I have booked flight to kozhikode from Kolkotha on November *th. Due to the cyclone flight cancelled and we have requested for refund of the same. I have booked the ticket through cleartrip. I am attaching the E-ticket for your inform...
Jul 10, 2020 by suja.c.a
The exact refund amount was Rs. *** whereas Yatra issued refund for Rs. *** only....
Jun 08, 2020 by Silvia Chowdhury
Hi team its regard to my flight on **rd May with PNR XL*WGG Due to COVID** situation, THE FLIGHT GOT CANCELLED, and i have requested INDIGO for the refund, INDIGO has refunded he entire amount to GOIBIBO, HOWEVER GOIBIBO hasnt refunded the enti...
Jun 07, 2020 by Janakiram
My flight from Kochin to Kolkata on the **th March **** was cancelled by Indigo Airlines. I have contacted Indigo airlines and they confirmed me that my amount has been refunded by the airline and I have not yet received the amount from YATRA e...
Jun 06, 2020 by Animesh Sarkar
I have booked the round trip flight from chennai to goa through yatra on *th march. I called the airlines support and they already processed the refund from their side but yatra is holding the money and not releasing it. I mailed them *** time...
Jun 06, 2020 by Paresh kumar sahoo
Hai. I have booked flight tickets after Govt announced that flights booking has started from **st May ****. Tickets booked on **nd May as there was death in my family and it's an emergency to go. Flight was cancelled. Airlines has refunded my a...
Jun 06, 2020 by Shiva Shankar
I had booked a flight from bangalore to kolkata to travel on **th april **** via yatra. But due to extension of lockdown, the airlines cancelled the flight. My flight booking was under yatra cancellation protection as well. PNR no : S*J**G ...
Jun 05, 2020 by Asmita maity
Had flight booking from Kolkata to Chandigarh on **th March-**** (booking ref. number is ************).Refund amount credited by Indigo to Yatra. Had claimed the refund on Yatra website on **nd May. Money not receivesd. Trying to book new fligh...
Jun 04, 2020 by Asmita Kundu
I have mailed so many times to yatra Dated - **.**.****,**.**.****,**.**.****,**.**.****,**.**.****,**.**.****, **.**.****, **.**.****,**.**.****,**.**.****,**.**.****,**.**.****,**.**.****,**.**.****,**.**.**** for cancellation of my holiday...
Jun 04, 2020 by Bikash Kumar sahoo
Airlines : Qatar Receipt date : ** Feb **** **:** Travel date : **st April **** Travel ban start date : **rd march **** First request raised : **/**/**** Duration since first request : ** working days . Description, I have booked a t...
Jun 04, 2020 by Abhijit Ainapur
CANCELLED PNR/Booking Ref.: RJI*YZ. THE FULL REFUND HAS BEEN TRANSFERRED TO THE AGENCY ACCOUNT AND HAS BEEN CONFIRMED BY INDIGO AIRLINES A NUMER OF TIMES. YATRA.COM HAS STILL NOT REFUNDED THE AMOUNT....
Jun 04, 2020 by BISWAS BANSAL
I have booked my ticked for **th April ****but flights got cancled due to covid** . I have clame for my refund on ** April **** for cancled flight its more then a month I have ask many times for my money they are replying with RESOLVED status ...
Jun 04, 2020 by Mayank Mishra
I have booked a bus ticket from chennai to nagercoil on may * ****. Then I got a message from goibibo stating that your bus ticket has been cancelled due to covid **. But even after a month goibibo is blocking my money and refusing to refund. T...
Jun 03, 2020 by Bindhu M
I have booked flight tickets on ** Jan **** (Travel date is ** March ****) with my family Delhi to Patna due to corona they are not able to travel however flight company cancelled the tickets, as per govt statement flight company have to refun...
Jun 03, 2020 by Paramdeep Singh
*. I had booked in OYO***, Nagpur from **th of March **** to **th of March **** vide booking number WADO****. At booking I got a message that **% payment is only mandatory at the time of check in. But I was forced to pay full amount at check in...
Jun 03, 2020 by Sebastian Philip
Hi, I have booked my flight from Blr-Vtz for **th April on MakeMyTrip for ₹****. Later on due to Covid-** I rescheduled it to **nd March by paying ₹****. Unfortunately the airlines has to cancel the flight due to Janta Curfew. I spoke to In...
Jun 01, 2020 by Surendra Babu Balivada
My itinerary already included access to ferrari world and Warner Bros in Abu dhabi. However, there i was denied the entry and i paid the entry fee separately to have access to those parks. On following up with the Paul Merchants Ltd (Travel Age...
May 31, 2020 by Umesh Bhanushali
I booked an air india flight scheduled for *th June, ****, on ** May'** , with Booking Ref No. ************* , and PNR JLRTT. But even after deducting the money, my travel status showed unconfirmed, and I did not receive any ticket. So I tried...
May 31, 2020 by Sameek Kundu
Hello, I made a booking through Yatra.com on Mar **’ **** my account was debited but booking not confirmed. I again booked it and money debited. I thought the unsuccessful booking refund will be credit back in * days as per the policy for ...
May 31, 2020 by Marut Sharma
Dear Team, My train ticket has already been cancelled from IRCTC on May **, **** with confirmation that amount will get credited to my account with in *-* working days but till date i have not received any confirmatiom from goibibo my refund...
May 30, 2020 by Shivam tiwari
I had booked one Indigo air tickets with the website GOIBIBO from Allahabad to Mumbai with date of Journey – **.**.**** & Mob: **********. Subsequently I received a SMS / Mail that above ticket has been cancelled due to COVID ** on account of...
May 29, 2020 by Sandeep Gupta