Cleartrip — trip id [protected]. booking issue.

Address:	Mumbai City, Maharashtra, 400068
Website:	www.cleartrip.com

I had booked a ticket for two persons (My wife (Remya bino thomas) and my son (Aaron bino thomas) to udaipur from mumbai for 22nd july 2018 on 20th july 2018. Now while booking the ticket i missed out to enter my wife’s first name. I. E. Remya. I realised this while i was about to print the ticket which was immediately after booking the ticket. I immediately happen to call the cleartrip customer support, i was assisted mr. Pratik. I narrated the entire incident to him, after which he kept on repeating no name change can be done as this is not allowed by the airlines (Jet airways), therefore i would need to cancel the ticket and book a new ticket. I succeeded in convincing him that he should call up the respective airlines (Jet airways) and ask them if we they could help us. He asked me to wait for 10-15 mins so that he could talk to the airlines and get back to me. At the same time i happened to call jet airways to check what can they do, to which they advised me that this can done only by the agent (Cleartrip) through which i have booked the tickets and they also mentioned this is purely on the agent’s discretion whether to do the name change or no. Pratik happened to call me back after 30 mins and he told that the airlines would not allow a name change to be done, to which i told him that i spoke to the airlines they have advised that this is the agent’s call. Now, after this pratik told me that i should give me more 30 mins so that he could try to work out some solution. So, i waited for more than 30 mins and when i did not receive a call from him, i called up the cleartrip customer support again. This time i was assisted by mr. Tejas, who advised me that pratik has left for the day and he has left a note that the outbound team needs to look into this query. Tejas told me that it’s the airlines responsibility not cleartrip’s responsibility to change the name. Then i again narrated to him the conversation that i already had with the airlines, to which he at first agreed that it’s not in cleartrip’s policy to rectify names and then he told i can also get the airlines to confirm its not in their policy to rectify the names. To which i advised him to conference me and the airline customer support through his phone, which he agreed and did so. We waited on the call for 30-35 mins and no one from the airline customer support replied, to which he told me let’s drop the call and he would provide me an update as he receives an update from the airlines. This never happened.

Issues to be noted:

1) mr. Pratik and tejas were just fooling around with me by saying they can’t do the name change. Reason being sometime back my cousin had a same issue while booking a ticket on makemytrip to goa, where she committed the same mistake as i did but the makemytrip guys helped her to get the name rectified from their side without even charging a single penny and top of which they provided her with a rs. 2, 000/- voucher.
2) tejas had advised me that he will call me back but he never did so. May be because i cancelled my tickets as i wasn’t getting any response from cleartrip customer support.
3) tejas told me that cleartrip cannot directly contact the airlines hence he had to call the airlines customer support wherein we never got a response for 30-35 mins.

Sad part in this entire issue is cleartrip wasn’t at all customer friendly, what i understood here is cleartrip as a company are happy when customers do make this type of errors as that would result in added revenue to the company. To reiterate the customer support was not at all bothered to help me when i explained them the reason why my son and wife need to travel to udaipur. Because of such a small typo error and a not so accommodating customer support i lost rs. 5, 600/- anyways i have learned my lesson that i should stop using cleartrip and at the same time i should educate the ppl around me about this incident so that could use some better customer friendly web portals to book air tickets.