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 An AirIndia Flight, Which Was Canceled By The Airlines. I Contacted The Airlines And They Referred Me To The Rules That I'd Be Provided With A Full Refund. Http://Www.Airindia.In/Images/Pdf/Business-Rules-For-WEB.Pdf However, HappyEas...
Oct 07, 2020 by Chakshu Goyal
Dear Sir / Madam, I Made International Booking From Akbar Travels For The Month Apr ****. Due To COVID ** Situation All Flights Have Been Cancelled. And Now Akbar Travels Didn't Give Full Refund For My Booking. I Need To Get A Full Refund...
Oct 07, 2020 by Yadhukrishnan
I had booked flights for family from Goa to Ahmedabad for travel date **th May ****,through makemytrip account. As holidays were postponed and Indigo airline kept money with them to be reused within next year, I was okay with that. I had paid a...
Oct 07, 2020 by Manish Ashokkumar Madnani
I have booked my tickets from BLR to DEL for round trip between ** to ** April ****. But due to covid-** lockdown the flight got cancelled. Now as per policy I should get transferable shell credits in my account. But I have not received any. I ...
Oct 07, 2020 by Ayush Gupta
Had booked a flight from ( mannihat vacations & travel triangle) and had paid rs*****, for * may **** But neither i received the refund from them neither a voucher so that i can book the flight later...
Oct 07, 2020 by agam sharma
I had booked a hotel from goibibo ( HTLCEQLP*F) for Mandarani, check in date was **th March, check out data was *st April. But due to corona outbreak I called them up and they asked me a new date. So I rescheduled it to Aug *th(HTLCEQLP*F). But...
Oct 06, 2020 by Arkapratim Laha
I booked a ticket from Goibibo KLM Dutch airlines) , Brussels>Amsterdam>Mumbai. Return ticked. This booking was done on March *th, ****. The ticket date was: **th April to and return on **th April. The flight was canceled due to COVID ** o...
Oct 06, 2020 by Ishan Akshat
I booked a flight from Nagpur to Udaipur on *st October **** from travolook.in, but ticket got cancelled automatically and money got deducted from my account. customer care called me instantly about cancellation of transaction and send me the c...
Oct 06, 2020 by shubham
I booked a flight ticket on *st Oct through travolook. The payment got processed through cashfree payment gateway but did not recive any msg or mail regarding ticket confirmation. Later after ** mins got a call from a lady saying that payment g...
Oct 06, 2020 by Akshay Takey
Indigo has given the refund to cleartrip on July and August and i have not yet got the refund into my account even till date (Oct *th). Cleartrip has closed all customer support options and is giving a standard computer reply that there is no b...
Oct 06, 2020 by Joel Jose
I visited wwics mohali in **** in regards to student visa but due to gap i could not apply thereafter i got a call fromm Yuvraj sobti employee of wwics mohali that I should apply undr skilled cateogry.I had scored *.* bands in general ielts and...
Oct 06, 2020 by Shubhneet
I have booked a ticked on travolook.in on **-**-**** from Hyderabad to Bangalore. The payment was debited from my account but i have not received any flight confirmation. After a half n hour i got a call from travolook customer team that my tic...
Oct 05, 2020 by Amit Goyal
I had mailed it about Hard Disk Drive replacement on **.**.**** but till today there is no reply from Company side. The External Hard Disk is under warranty period. Unable to contact to the customer care number. ...
Oct 05, 2020 by Dharmendra Kumar Behera
I booked * rd oct **** for * tickets from chennai to tirukadaiyur... But the ticket was booked *th oct ****. I have all screenshots for booking *rd oct.. Redbus is not responding for the issue and the travels also not responding.. Kindly refund...
Oct 05, 2020 by Vijayanandham T
I book a ticket for the train and the train automatically cancelled then it was declared by railway department that refund will be given when the lockdown opens after * months till * months but since it was window ticket we waited for the offic...
Oct 05, 2020 by Shital Ruprao Damle
I booked round trip flights via makemytrip. Due to pandemic i rescheduled the flights through airlines as makemytrip could not be reached for rescheduling via phone. The flights however got cancelled by the airlines and they have refunded the a...
Oct 05, 2020 by Manisha Bhteria
I have booked a flight from jammu to delhi , they send me a mail that booking process has been started, but after a hour i got a message that the flight has been cancelled from the airline, and refund had been initiated but no refund is credi...
Oct 04, 2020 by rohit singh
My flight cancelled by airlines due to covid** report. I want my refund ...
Oct 04, 2020 by nafees ahmed
This is the first time i was booking a flight ticket from Travolook and had this horrible experience. The flight ticket from BOM-VNS return and money got deducted at **:**:** IST from my HDFC credit card of Rs ****. ...
Oct 03, 2020 by Alka Katiyar
Hi team, I took an Ola ride on ** Sep from Devi Ahilya International Airport (Indore) to my home address which is ** kms away. The estimated fare at the time of booking was INR *** (after applying the coupon code). Upon dropping, the invo...
Oct 03, 2020 by RITWIJ JAIN
I booked my flight from Yatra.com but due to the Covid-** situation the airline cancelled the flights. I have been trying to get in touch with Yatra but there is no customer care number and my emails get auto responses. I contacted the airline ...
Aug 07, 2020 by Gaargi Prehar
I had already made payment in cash to the Ola Auto Drivers on **th & **th June yet Ola guys deducted my Postpaid balance & also charged me Late payment fees twice & are following up for their payments. I have emailed them the Audio recording of...
Aug 06, 2020 by Saumini Panikker
I haven't received my order of a travel bag... I've ordered it in july by making online payment. ,, it's been * weeks,, and I've emailed them so many times but haven't got any response... Plz help!! ...
Aug 06, 2020 by Shivani sharma
I did the booking from Goibibo in February for my flights from Dubai to Jaipur for air india express to be departed on **rd May ****. I recieved the mail from air india express that the flights are cancelled and i need to cancel my ticket for r...
Aug 05, 2020 by Rukhsar Bano
I was supposed to travel to Mumbai from Sharjah on ** April by Air India Express (Ticket booked on Cleartrip) However due to the travel ban i was advised by Air India that i can go ahead and cancel my ticket and the refund would be initiated....
Aug 05, 2020 by Priya M
I've booked a ticket on Yatra and money was deducted from my credit card. Also, Yatra sent me a confirmation email on this which I've attached below. Now, When I wish to cancel my booking, Yatra team (firstname.lastname@example.org) is unable to locat...
Aug 05, 2020 by Aman Kumar
I have booked a flight from Chennai to Delhi through makemytrip in jetairwats in March **** , the company closed its services , still I didn't get my refund...
Aug 04, 2020 by Keerthana
For my booking reference No.NF**************,made for Jet Airways flight in the year **** and the same got cancelled by the company,Makemytrip has not made any refund for the same.Inspite of chatting with their chatbot MYRA numerous times,nothi...
Aug 04, 2020 by KALI CHARAN AGARWAL
I have made booking through happy easy go and leter my flight got cancelled. And as per their policy the refund should be credited in my account in ** days. It's been * months and no refund yet. I have raised multiple complaints and tried to ...
Aug 04, 2020 by Darshan Dhoriya
Happyeasygo website is changing huge amount although the ticket price is much less. I have Indigo credit shell balance of Rs. ****. I tried to make booking for a new booking for ** August **** (PNQ-BBI). The price it is showing is Rs. ****. And...
Aug 04, 2020 by Sitesh Kumar Behera
Goibibo PNR: **PMHRSE Refund for the aforesaid PNR is pending since March ****, I had been regularly following up on the app, but no proper response, always receiving a automated response that it will be processed but did not happen since six ...
Aug 04, 2020 by Rahul roy
I had booked the flight in feb, **** but due to this pandemic covid-** situation the flights got cancelled and the refund amount credited to airline shell amount. Yatra took those amount in their wallet. Now yatra is not refunding the whole amo...
Aug 03, 2020 by Saurabh yadav
I have booked flight from MakeMyTrip and there I found an option to add cab to Airport with flat ***/- for ** km. I opted for that and paid *****/- to MMT. Including ****/- for flight and ***/- for cab.After payment done I get a mail that my bo...
Aug 03, 2020 by Sovon Bhattacharjee
Airlines (AirAsia) refunded my money to travel agency (Goibibo), but goibibo is not refunding the money to my account.. moreover they are not responding to any email or telephone....
Aug 03, 2020 by Qadhir
Dear Sir/madam, Please suggest me is this www.passportsevaindia.com fake site or not...
Aug 03, 2020 by Dharamsing Hiralal Dulat
I booked ticket for mar ** **** from Hyderabad to chennai. Due to pandemic the flights are cancelled but the happyeasygo is not returning my credit and the airline says i can use my ticket til dec **** but the travel agent says its inly valid t...
Aug 03, 2020 by krithika anand
Hello I’m contacting you in regards to the booking against PNR no. V*W**U and F*NIWD for amount ₹*,***. This was a round trip ticket with departure from Delhi to Pune on March ** and Pune to Delhi on March **. However, I got my flight re...
Aug 02, 2020 by Eesha Agrawal
Hi i have booked my ticket from Pune to Kolkata through Yatra on **th July **** and the airline cancelled the ticket due to lockdown extension. But now when i try to claim the refund from the site my latest booking is not showing up.it list dow...
Aug 01, 2020 by Sumit Cchakraborty
I tried booking ticket from yatra.com android app. I completed transaction of ****rs via Google pay . My upi transaction I'd is ************...
Aug 01, 2020 by Himanshu Sharma