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 travel agencies in Bangalore, Pune, Mumbai, Kolkata etc, 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
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. This is the most common issue faced by almost all the consumers in cities like Pune, Mumbai, New Delhi and Bengaluru.
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 Voxya to file a complaint against travel company. We will 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 had a pretty bad experience with OYO on my last booking of OYO Home ***** Sahyadri Farms booking ID: IKND****. *. I have booked an OYO home whereas this place was not at all like that and it was even worse than a *-star hotel. There was no p...
Jul 17, 2019 by Shashwat Srivastava
I booked with OYO when I visited Jaipur, Rajasthan for my work. My booking id was WFIV**** on ** June to * July ****. It was an OYO home property. I was provided with a PADLOCK combination to check-in into the property but the padlock didn't op...
Jul 16, 2019 by Prince Jindal
I was in an emergency so I took ola from Anushakti Nagar (Mankurd) to Wadia hospital (Parel). I entered correct location Wadia Parel and I was not familiar with route ola cab drop me in Kurla. I said there is no Wadia hospital in Kurla he said ...
Jul 15, 2019 by Manoj hiwrale
I booked a few rooms through OYO on April **** to check in on June *th. When I went to check in hotel management denied my check-in as their agreement with OYO terminated on May ****. I raised a complaint regarding the same on June **th **** to...
Jul 15, 2019 by Vinod Kumar Reddy
Refund for my booking was initiated but not received yet. When trying to contact them they say we transferred but till now I did not receive any fund in my account....
Jul 15, 2019 by Vishal
I want to inform you that I had booked a Maruti Suzuki Alto on **/**/**** at **:** pm. I needed to be travelled from Khanapara Fly Over, Guwahati to Kalibari Rest Camp, Guwahati. I had stood there for about ** minutes but the pilot did not arri...
Jul 13, 2019 by PRADIP KUMAR SHA
They charged **** Rs from me for the cupboard that was already broken and cheap quality curtain rod which fell off. Please help....
Jul 13, 2019 by Poorvi Mehra
I purchased product/service hotel booking for * days * night from Gnet Adworld Private Limited (Company official website is www.gnetword in). I paid Rs/- *****. The company didn't get the package * days * nights hotel booking. The company has d...
Jul 13, 2019 by Dayanand Biradar
Ride date: Apr-**th *:** pm CRN ********** Driver name: Santhosh R Cash handed over to driver: *** rupees By mistake, I had selected "Ola postpaid" as a payment option. The attached document has the # of times I have mailed them with no re...
Jul 12, 2019 by Sandhya Sreekumaran
Worst service. You can see in photo. I booked AC room. धोखाधड़ी की हैं AC रूम की जगह गन्दा सा सड़ा हुआ कमरा दिया गया।जिसमें जगह जगह...
Jul 11, 2019 by Bhag chand sen
Booked hotel for * people and * rooms. Each room should have * double bed and * single bed as mention in the website of Oyo rooms. When we reach the Oyo hotel the rooms provided to us were very small and hardly * people can stay. Raised complai...
Jul 11, 2019 by Prafulla Deori
** July **** I on-boarded in uber at *.** pm. After that, I was travelling with driver in the same area up to *.** CGI Yemlur to Kasabanahalli which distance is only *.* km. For that much distance, I was in the car for around * hrs. After that ...
Jul 10, 2019 by Ranju
I had booked a confirm ticket of UPSRTC (Jan Rath A/C *+*) using red bus app from Delhi to Rishikesh on **th June ****. I was standing there at boarding place right from *:** pm and the boarding time was *:** pm. But the bus operator didn't eve...
Jul 10, 2019 by Dheeraj Kumar
Please beware of the CHIS group. This is Country Holidays Inn and Suites! Do not confuse it with Country Inn. Don't fill the lucky draw coupon which their people may make you fill to grab your details in the malls. We filled it in one of the ma...
Jul 09, 2019 by Reenu
I am from Karnataka State. I have put an inquiry on a Bali honeymoon trip. Komal from the A* journey contacted and booked the trip delay by * days (**th June to **th June **). Actually it was **th July ** but finally booked the ticket on **th J...
Jul 08, 2019 by Virupakshayya swami HM
We had done the booking of Tata Hexa but they have changed the car in the last hour to Mahindra Marrazzo. This might be their strategy to provide faulty car and make money from customer by charging vehicle damage fee because according to my kno...
Jul 08, 2019 by Govinda
I booked hotel silver key from Oyo but I got insulted this hotel reception and hotel manager. I am never thought to see this insult. We booked this hotel for the family but we did not know this hotel is unmarried couples allowed hotel. We go to...
Jul 08, 2019 by Lourdu Vinoth
I have booked my ticket through Make my trip from Roorkee to Delhi on * Jul ****. Tickets were cancelled on * Jul **** by the bus operator. I have contacted through the mail but I didnt get any response....
Jul 08, 2019 by Nidhi
I booked a package from travel bira. He took all the money in advance. The trip was off out of India. I just got married and we were not having a marriage certificate as a supporting document. Sagar called me and asked me **k form respected ban...
Jul 06, 2019 by Usn
I have scheduled a ride on */*/**** at *.** am and the price was shown as Rs ***-***. At the time booking, they said there will be surge and price updated is Rs ***-***. The attached screenshot is the booking screen at the time of the cab assi...
Jul 06, 2019 by Naveen Kumar