| Address: | City Land Travels City Land Travels Shop no 1, Gali no -13, Jagatpur Extention Jagatpur , Near Kartar Singh Vatika , Delhi, Delhi -110084 09899151311 |
| Website: | www.citylandtravels.com/index.html |
Dear Sir,
I am writing this complaint letter on behalf of my mother. I booked a ticket of Rs. 850.50 (PNR: CLT847220) with City Land Travels from Delhi to Haridwar on 9th April 2023. We are extremely disappointed and frustrated with the services provided by the travel company. (PAYTM BOOKING ID:[protected])(Bus No.- UP-31 AT-3086)
On the day of the journey, we received a message at. 4:20 pm from the travel company that the bus timing has been shifted to 5:20 pm, just two hours before the original boarding time of 6:40 pm. We tried to contact the customer care twice to inform them that it won't be possible for us to reach the boarding point in such a short time, but they did not provide any satisfactory response.
Later, we received another message from the travel company that the boarding time had been again changed to 6:20 pm. We reached the boarding point by 6:13 pm and contacted customer care ([protected]) to ask for driver’s and vehicle details which as promised on the ticket that has been provided 30 mins to 1 hour before. We tried to contact the driver (Mr Mukesh Slb Ddn Pilot- [protected]) multiple times, but he did not answer our calls. We called the other numbers ([protected] and [protected]) and one of them told that he was going Dharamshala and advised us to call customer care. We called the customer care several times, and they repeatedly asked us to wait for 10-15 minutes for the bus to arrive, but it never did.
We waited until 8:15 pm, and then we called the customer care again to request a refund. They told us that they had registered our complaint and asked us to contact Paytm customer care to initiate the refund process. This was another waste of our time and a further delay in our journey.
We were left standing on the roadside for over 2 hours, waiting for the bus that never arrived. This caused us significant inconvenience and put us in a stressful situation. We were forced to listen to the company's endless excuses, which left us feeling harassed and frustrated. Later, I have called up in Paytm customer care and informed them the same day i.e. on 9th April 2023 but till today, the issue has not been resolved.
The company's lack of punctuality and failure to provide the service we paid for caused significant distress and inconvenience. It was imperative for my mother to travel on the day itself, and as a result of the company's negligence, she had to take a roadways bus at 9:00 pm, which was far from ideal. We feel let down and disappointed by the service provided.
The entire experience was extremely frustrating and stressful for my mother, who is 57 years old. We are deeply disappointed with the services provided by City land Travels and request immediate action to be taken to ensure that such incidents do not occur in the future. We also request a compensation for our time and effort wasted due to the company's negligence.
We hope that our complaint will be taken seriously, and necessary action will be taken to address the issue.
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