Cleartrip — complaint & mental harassment

Below email was sent to [protected]@cleartrip.com on 24 nov 2019 from email id [protected]@gmail.com
I have not received any response.

To

Stuart crighton (Founder and chief executive officer)
Prasad menon (Chief people officer)

Trip id –[protected]
Case id – 09753485
Subject – mental harassment caused by cleartrip staff

Dear stuart and prasad

After getting fed up from speaking to a dozen of executives at cleartrip, who by the way are below average and turned this whole experience into a mental harassment for me, i have decided to write this email to yourself hoping you’d be interested in knowing the shortcomings of cleartrip staff and would like to make some changes.

This booking was made on 21st june. As there was a name correction required more than 15 emails were exchanged on this with a promise that it will be done soon however for 2 months no action was taken by cleartrip.
Finally i called up on 11 november and got the ticket reissued with correct name.
You can go through those emails to see how your staff is setting new heights of overpromised and underdeilvered. Finally the issue of name correction was resolved however date of flight was changed from 29th novemeber to 30th november. No one informed me of this date change and i was not given any option of choosing an alternate date. Why cleartrip did not give me this information?

When i found out that flight has been rescheduled i called up cleartrip instead of sending an email as obviously i had lost all faith in your email team.

Day 1 – 17th november
I called up cleartrip and wanted to speak to chandrika joshi who had resolved the issue of name correction for me. As he was the one who got the new tickets issued for me with a different date i decided to raise the concern with him as he already knew the history of this case. However, i was told that he has left for the day and a call back is arranged for me for next day.

Day 2 – 18th november
As i did not receive any call the next day, i called up cleartrip and came to know that chandrika joshi is on weekly off and decided to raise my concern with someone else. I spoke to an executive and it seemed people had no idea what i was talking about. Finally i asked for supervisor roshni lokhande.

Roshni lokhande – supervisor
She had no etiquettes of a supervisor. She was very rude to talk to and in a very unapproachable and unprofessional manner she promised to give a call back with a status update in 4 hours. Obviously i never received the call back from her. When i called up she refused to talk to me as she is busy with another customer and she would call me back later. Now why would i believe her that she will call me back when she never did it the first time. I decided to wait for her to finish the call and get back to me. The executive pratik gaikwad who i was on call with told me that roshni has asked him to tell me that here is no response and she will get back to me. When i asked for my call to be transferred to complaints team suddenly out of the blue roshni was available to talk to me. I refused to talk to her as i could see clearly how she tried to dodge my call. As a supervisor where is her sense of ownership. This kind of practice will only encourage other executives to follow in her footsteps.

Pratik gaikwad
I was told that he was a new joinee and i could figure that out myself as well. However i was exasperated by his senselessness. I am unable to find words to express how incompetent he was while talking to me. When i asked the call to be transferred to complaints he started defending roshni and when i still asked for call to be transferred to complaints team he ran straight to her and informed her. He insisted that i must speak to roshni as now she is available. When he realized that i am not going to change my mind he transferred the call to vikas mishra (Pro manager).

Vikas mishra – pro manager
I spoke to vikas and he promised that my case will be assigned to a tenured staff with better attitude. He also created the case id for me which i was able to use later on and actually made it easier to track down who is working on it.

Imran majwar –
I have had the most horrible and disturbing experience with mr imran majwar. Please find below my concerns:

1) i received a call from him on my landline number. When i received the call i could not hear anything. Soon there was a mail sent to me that mr imran tried reaching me on mobile number and landline number and could not establish a contact. I never received a call on my mobile number[protected] and i had specifically asked for call to be given on my mobile number first. Please check his call logs if he even dialed my mobile number.
2) i called up cleartrip around 11:30pm and spoke to imran (18th november at 11:30pm). I gave my case number[protected] at the beginning of call so that executive knows my concern.
3) when imran spoke to me he said that my request is for name change. I was flabbergasted to hear this as i thought my case number would help everyone to understand the flight date change issue. I told him that it is nota case of name change as that is resolved but a case of date change and how can he call me without doing his homework on this case.
4) i explained the case again to him and in the end he said that he knows it is a case of date change and it was me who gave him misleading information. Plesae listen to this call.
5) i told him he can listen to the call later on to which he got very aggressive and started blaming me for giving incorrect information. He told me in a threatning tone that all calls are recorded and he will listen to the call later. To this threat i told him that he must listen to the call and he immediately hung up on me.

His attitude clearly reflects the culture at cleartrip. His audacity to disconnect the call while i was still speaking to him shows that he thinks he is indispensable and will easily get away with this kind of behaviour. One thing i can assure you about him is that it was not his first time misbehaving like this. He will always be the face of cleartrip for me…a company where such people and behavious is encouraged especially in today’s time where major focus is on customer experience and satisfaction.

Roshan sayyed – supervisor in escalation team
As imran hung up on me i called up immediately as got connected with roshan who introduced himself as escalation head. Like everyone else he also promised that he will listen to the call and provide appropriate feedback to imran and its not in the culture of cleartrip to hang up on customers. I spoke to him around midnight on 19 november. I had to inform him that flight is available for 28th november and i would like my booking date to be changed from 30th november to 28th november. He assured that he will liase with airlines to check the flight availability on 28th november as per my preference and give me a call by 2pm 19th november to take my confirmation to book the flight. As he said airlines takes 4 hours to respond and their office was closed at that time. I told him to book the flight immediately as i am giving my confirmation to him. But he said that as per procedures he would require my confirmation again.
I did not receive any call by 2 pm.

Note – i asked roshan for complaints team email id as i wanted to send a written complaint against imran majwar.
[protected]@cleartrip.com
This is the email id given to me which later i confirmed with another supervisor mr saif who confirmed that email id is for the purpose of sending documents to cleartrip and correct email id is [protected]@cleartrip.com.

Day 3 – 19th november
I had to call up again in which twice i was put on hold and call got disconnected. Finally i got through an executive who transferred the call to mr saif, supervisor, who informed me that mail to airlines for flight schedule for 28 november was sent at 12:45 pm on 19th november however i had spoken to roshan at 12 midnight. Why there was a delay of 12 hours?
I asked this case to be dealt on high priority and a chaser to be sent to airlines which was completely refused by the executive as his procedure states that there is a waiting period of 24-48 hours. Less than 10 days left for my flight and staff at cleartrip expects me to wait for another 2 days just to get a confirmation whether flight is available on 28th or not. I kept telling everyone its available on 28th just ask airlines to book it however he refused to send another email and i asked for his supervisor. He transferred the call to rohan kohli – senior supervisor from escalation team.

Rohan kohli – senior supervisor at escalation team

I do give credit to rohan for taking the ownership of this case and assuring me that a chaser has been sent to airlines and he would definitely give me a call back with a status update. He called me again later in the evening only to update that response from airlines is still awaited.

Day 4 – 20th november

Around midnoon i called cleartrip as i had not heard anything since day before evening. Rohan kohli called me back to inform me that airlines has not responded to the emails sent by cleartrip. I asked him to call the airlines as only 8 days were left to the flight and i was still chasing for date change. He was hesitant but when he saw i refused to hang up till this matter is resolved, he agreed to call up the airlines. He discussed the matter with airlines and promised a call back in an hours time. I received the new ticket within half an hour and a call from rohan in an hour confirming the same. A big thank you to rohan for taking the ownership when no one else was ready to do it.

However my experience with cleartrip is more of an harassment.
I really felt that i was at the mercy of the staff to get any amendments done which is my basic right.
Most of the staff i came across were incompetent and rude. There was an executive who even told me that he cannot transfer my call to the executive who is handling this case as there is no staff database in cleartrip.
There are hardly few people who could understand what was needed to be done. But till i put my foot down and declared that i will not hang up till this matter is resolved, no one actually did anything.

I am also shocked that business like cleartrip which is than 13 years old is still years behind when it comes to service delivery. I have experienced much better service with new start ups.
I have put in a lot of effort in this email to explain my experience word to word, day by day. I literally feel forced to write this email as the harassment i have gone through has to be highlighted to right people and this kind of mental torture i would not wish upon anyone. And this can be achieved only if somebody cares to do anything about it.

Thanks & regards
Seema keerthi