[Resolved]  Yatra.com — Inefficiency of Customer Service staff

Address:

Maharashtra

This complaint may seem late, as I have only just discovered this website to get my complaint across.

I had booked 2 tickets with Yatra.com on the 10th of December, 2010 to travel Mumbai to Sydney on the 25th of December, 2010 on a co share Jet airways and Thai Airways.

I had received a draft itenary in my email on the 2nd of December, 2010 when I had made a payment of 25%, when I asked why I was not given a proper itenary with all details, I was told that once I make the full payment I shall get a proper itenary. I made the entire cash payment on the 10th of dec, 2010 and the itenary I received didn't have a baggage allowance written on it. When I called yatra.com and provided the reference number mentioned on the so called itenary, I realised it didn't exist and so the lady on the phone issued another copy and sent it - again it didn't have the correct baggage allowance on it.
From the 10th up until the 24th of December, 2010, I called in every single day to get the proper itenary with all details on it.
On the 24th, when out of frustration (which was only natural) I screamed, I was told that I was allowed only 20kgs baggage. When I had initially booked the tickets and even up until the 24th, I was told that I was allowed 40kgs.
This put me as a passenger in a big fix as I didn't know how much to pack anymore. As it is, the info I was being provided with on the 24th was different to the info I was given so far.
After lots of phone calls and much drama, 6:30pm on the 24th of Dec, 2010, a customer care rep told me that he is going to put me on a different flight due to all the confusion which had been created by Yatra.com
At that time it sounded fair so I agreed. I was told that I would get a call back as soon my booking with the other airline is confirmed. I waited till 8:30 but no one had got back to me and I wasn't sure what to do, so I called and the man on the phone said he wanted another hour and he will surely call me back. Again when by 9:30 I hadn't received any calls, I called back only to find out that the man (Ajay Kumar) who I had been speaking to so far, his shift had ended and that to my surprise I wasn't being booked on any other flight and that I should continue to prepare for the Jet Airways - Thai Airways flight ...
I was given an email saying that because mine is a co share flight I am allowed 40 kgs and not 20kgs and that I should go to the airport without any hesitation.

When I reached the airport, I was told that I would be charged for over baggage. After 2 hours of trying to get yatra.com on the phone, Finally a Mr Rajesh said to me "ma'am aapne kab se ticket book kari hai to aap abhi tak so rahi thi jo aapko last minute baggage allowance yaad aaya?"
I felt like applauding and bowing down to yatra.com... fantastic!!

When I reached sydney, I wrote emails, tried calling, did everything I could but alas! to no use as my emails weren't reverted to and on phones all I heard was that someone will soon get back to me in this regards. One CSR even dared to say "ab to ma'am flight ho chuki aapki, ab kya problem hai aapko?"

Im still waiting for some kind of explaination, an apology and definitely a compensation.

The tickets were booked under the names of:
Ms. Sanghmitra Kumar
Mrs. Sharda Ashok Kumar