[Resolved]  Yatra.com — Cancellation & Refund

Website: www.yatra.com

Booking Details:
Yatra.com Reference No. [protected]
Yatra booking no: 11123838
Name: Dibyo Jyoti Sen
Email: [protected]@gmail.com
Mobile: [protected]

On 7th May 2013, I booked Hotel+Flight Package for a round trip (Guwahati  Chennai) for Rs 29233.03 on Yatra.com with Reference No. [protected] and Yatra booking no: 11123838.
My Package included the following:
i) Domestic Flight(Indigo 6E-291) from Guwahati to Chennai on 7th June 2013 at 18:00 hrs. for 2 passengers.
ii) Domestic Flight(SpiceJet SG-3301) from Chennai to Bangalore on 10th June 2013 at 06:15 hrs. for 2 passengers.
iii) Domestic Flight(SpiceJet SG-528) from Bangalore to Guwahati on 10th June 2013 at 09:55 hrs. for 2 passengers.
iv) 1 Room for 2 Guests in Hotel City Tower Chennai for 3 Nights.

Now the issue is due to change of my schedule and location, I have to cancel the whole booking including Hotel & Flights. So I emailed at [protected]@yatra.com on 31st May 2013 early morning to cancel the whole booking and initiate the refund process as early as possible. But to my surprise there was no reply till evening. So I called the customer care for the same in the evening, but the reply was disgusting. According to them my booking is now non-refundable and non-amendable, so no refund.

But according to the e-tickets and hotel vouchers provided by yatra.com on 7th May to my email, it clearly mentions the cancellation and amendment policies which are as follows:
i) Hotel Booking Amendments/Cancellations Policy:
Amendments/Cancellations can only be made by Yatra.com. The hotel cannot
modify your booking or process refunds for bookings made at these special Yatra
rates.
*All amendments will be done as per the hotel's policy,
*In case of cancellations made less than 48 hours before scheduled check-in or no
show, the full cost of stay will be charged,
*For cancellations made between 72 to 48 hours before scheduled check-in, one night’s retention would be charged,
*The cancellation charges may vary during peak season and blackout dates,
*Yatra.com charges a standard cancellation fee of Rs 200 per booking over and
above the hotel's own cancellation charges,
*If the booking is cancelled, the refund amount due will be processed to your bank
within 72 hours. Sometimes the concerned bank may take longer before the
credit is reflected in your account.
ii) Flight Booking Amendments/Cancellations Policy:
a) Indigo:
Terms and Conditions:
Changes/cancellations permitted more than two (2) hours prior to scheduled departure (four (4) hours for international sectors) with payment of change/cancellation fee and difference in fare if applicable.

b) SpiceJet:
Changes and Cancellation:
Cancellations to bookings may be made up to two (2) hours prior to the scheduled departure time for a fee of 1000 INR or equivalent local currency of the departure country per person, per one way. For International travel cancellations to bookings may be made up to four (4) hours prior to the scheduled departure time for a fee of 1850 INR or equivalent local currency of the departure country per person, per one way. All fees are subject to change without notice. The balance of the original booking amount will be retained in a credit shell where the passenger may use it as payment towards future travel by calling our Guest Sales & Reservations Center. Atleast one of the guests booked in the original PNR (Credit Shell PNR) should be travelling in the new PNR for future travel. The Credit Shell is refundable on request.


When I asked them about the above mentioned Amendments/Cancellations Policies for Hotel and Flight Booking they emailed me a NEW Hotel+Flight Booking Amendments/Cancellations Policy, was not shown to me before and after the booking. Just when I asked for cancellation they changed and provided this Policy which is as follows:
Cancellation prior to departure/check-in date Cancellation Charges
At least 21 days prior-25% of booking value
Between 8-20 days prior-50% of booking value
Cancelled 7 or lesser days prior-100% of booking value


Still if I accept the new policy, Cancellation made before 7 days(Between 8-20 days prior) from departure or check-in, I will be getting 50% Refund as my departure/check-in is on 7th June 2013 and I requested for cancellation on 31st May 2013. When I asked the customer care they replied that travel date is excluded, which is again a new policy as it is not mentioned anywhere earlier or in the new policy provided to me on 31st May 2013. Secondly, no information is given before booking, whether it is the customer care or in the website yatra.com.

As per http://www.yatra.com/terms-of-service.html (Yatra.com Terms & Conditions)
Amendment and Cancellation policy:
You can cancel domestic flight bookings online. Log in to My Bookings, select the relevant booking and click the Cancel button. For online cancellation, Yatra will charge Rs. 300 per person per sector as standard cancellation charges.
To amend/cancel your ticket offline, contact Yatra Customer Care at [protected]. For international flight bookings, call [protected]. For all offline cancellation of domestic flights a standard charge of Rs. 500 per person per sector , over and above the airline’s own cancellation charge will apply. While for international flight bookings a standard fee of Rs 750 per person would be charged, over and above the airline’s own cancellation charge.
For rescheduling of domestic flights, Yatra will charge Rs. 300 per person per sector as standard rescheduling charges.
For No-Show of domestic flights, Yatra will charge Rs. 100 per person per sector as standard No-Show charges
Please refer to airline specific amendment and cancellation policy while using Yatra Services. You may be required to directly contact the nearest airline office (of the concerned airline) to get your reservation cancelled.

This is totally misleading and misguiding the customers with different policies. With this kind of service I must say yatra.com is a big Fraud, cheating people. I have asked all my colleagues, friends and relatives not to do any kind of booking on Yatra.com unless and until successful refund is made to me.