[Resolved]  Www. Ezeego1.com — Flouting its own terms and Conditions

I booked a package tour on ezeego1.com on 26th March for a holiday trip from 12 Apr to 19 Apr 2008. Ezeego1 happily deducted 27984/- (Package Amount). I was given a booking number: EZR[protected], which was epitaphed in my mind, because I repeated this number to several CSRs in some 25 -30 calls I made to ezeego1.

The Problem:

whenever you book a holiday from a travel website, you need to wait for a confirmation from the website to actually confirm whether you will go on that package or not. This is a timeframe of 48 hrs. as ezeego1 website claims. These were the terms on which i booked the package:

Payment Policy for on Request Bookings.

1. The package that you have selected is currently on request and is subject to confirmation.
2. We will require Pre Authorization of your credit card and the same will not be charged till the package is confirmed.
3. Your credit card would be charged only if we are able to confirm the booking within 24 hours and the terms & conditions associated with this booking would be applicable.
4. In case we are not able to confirm your selection, we will offer you an alternative in a similar Hotel.
5. Only on acceptance of the alternative offer, your credit card will be charged and the terms & conditions associated with this booking would be applicable.

These conditions were flouted blatantly, as I was deducted the said amount real - time, as soon I clicked the submit button. Now, I dont have a confirmed package, and I have been deducted Rs. 27984

Ezeego1 Response:

I think Ezeego1 has a primitive customer care, where no one cares to write case history and never ever a complaint number is generated. As a result, according to the complex Call Centre software algorithm, you always get connected to a different call cetner rep and poor you have to explain your problem every time you called. Imagine my plight, having to call 25 - 30 times and explaining to as many people every time.

Now, the real fun began, on 2nd April, I had this chat with this floor manager of the call center who valiantly fought for ezeego1. He says, Sir, we are very sorry that we could not process your confirmation, but would do by tomorrow. I replied, Can you please reply this via Email? He Says, Sorry Sir, but I Cant write you a mail. But have faith, it will be done by tomorrow. Now, If this guy representing ezzeego1 cant commit/write a mail regarding confirmation on 2nd April, (Ideally, which should have been done in 24/48 hrs. from 26 Mar), How am I, a poor consumer can believe a verbal promise. Especially, when you don’t take money verbally from consumer, but swipe his credit card for the full amount.

I started calling ezeego1 from 29 Mar seeking for confirmation as I had to book Air Tickets as well. The air fares were rising fast, so was our expectations from the Holiday break. Everyday same reply from ezeego1, that it will be confirmed next day, or wait till tomorrow, you will get a call from us.

One, the package was never confirmed. Two, I never got a return call from ezeego1 (except in one instance). Three, Time was running was fast and it did create some disharmony between My wife and me.

The Falllout:

I religiously called ezeego1 several times from 29 Mar to 6 Apr, Finally decided to cancel my trip. This was getting too much as I had already applied for leaves in my office. So had my Wife. This was supposed to our much awaited Honeymoon, 3 months after our marriage in Jan’08. You can understand the emotional value of this holiday for us.

We were on the brink of canceling this Honeymoon when sense prevailed. Finally, my request landed on deaf ears of ezeego1on 6th Apr, and I got a mail saying your money would be refunded in 7 days from now. I booked an alternate holiday, all by myself, not choosing a package this time, for much higher hotel/travel fares, which could have been avoided if ezeego1 had cleared its position much earlier.

Even though the money has been refunded, I was harassed unneccessarily. The situation could very well have been avoided, if Ezeego1 followed their own rules and guidelines.