Ease My Trip — Flight bookings

An Appalling Customer Experience – A Lesson in How Not to Treat Customers
Had there been an option to award a negative rating, I would have done so without hesitation.
When customers are required to pay the full fare upfront at the time of booking, one naturally expects the same level of promptness and accountability when it comes to refunds. Unfortunately, our experience was the complete opposite.
In October, we booked Air India tickets to Dubai for travel in May. To our utter shock, while attempting web check-in, we discovered that the flight had been cancelled. Upon contacting EaseMyTrip, their representatives themselves appeared uncertain about whether the Air India service to Dubai would even operate. Left with no viable alternative, we reluctantly proceeded with cancellation, despite the disruption being entirely caused by the airline.
What followed was months of confusion, contradictory information, and relentless follow-ups. Every interaction brought a different representative with a different version of events. One executive claimed that an EMT number had to be raised, another insisted that no such request existed and promised to create one, while yet another stated that they would initiate a fresh ticket. It seemed as though no one had visibility into the case, leaving us to repeatedly narrate the entire ordeal.
Initially, we were assured that the refund would be processed within 7–10 working days. Shortly thereafter, the timeline inexplicably changed to 45–90 days. The burden of pursuing the refund fell entirely on us, requiring daily calls and repeated emails, as though we were pleading for our own money rather than requesting what was rightfully ours.
To make matters worse, when we escalated the issue directly with Air India officials, we were informed that EaseMyTrip had raised an incorrect refund request. Following further intervention and persistent follow-ups, Air India finally confirmed via email that the refund had been processed with zero cancellation charges, since the flight cancellation originated from the airline.
Despite this, EaseMyTrip deducted approximately ₹6, 000 under the guise of convenience and related charges. Instead of crediting the amount back to our bank account, it was placed into an EMT wallet without our consent. When questioned, we were told that because six months had elapsed, a direct bank refund was no longer possible.
Even withdrawing the wallet balance became an unnecessarily cumbersome process. We were required to provide bank account details, IFSC code, a cancelled cheque, and undergo multiple verification calls. After several more email exchanges—despite already establishing our identity and claim—the amount was eventually refunded, yet the unjustified deduction of ₹6, 000 remained.
The entire experience reflected a troubling lack of accountability, transparency, ownership, and customer care. A refund arising from an airline-initiated cancellation should never require such extraordinary effort from a customer.
I sincerely hope EaseMyTrip re-evaluates its customer service standards and refund procedures. No customer should have to endure months of confusion, repeated explanations, contradictory information, and financial inconvenience to recover money that is rightfully theirs.
Unfortunately, based on my experience, I cannot recommend their services.