[Resolved]  EaseMyTrip.com — Cheating and Insensitive

Address:

Easy Trip Planners Pvt. Ltd. Building Number - 223, Patparganj Industrial Area, New Delhi - 110092 (India)

Booking ID: EMT[protected] made on May 4 at about 11:48 PM using No Cost Option on BOB EMI.

1. The booking for three rooms in the my name was confirmed but surprising the Emi option was showing interest rates while claiming to be no cost.

2. Booking & cancellation policy states as follows:

Before : 04-May-2023 INR. 0 (Free Cancellation)
From : 04-May-2023 100% Charge (Non Refundable)
This is extremely misleading and is a strange practice not used by any other travel portal known to me. What the policy essential mean is simply that it is Non refundable booking and would simply be mentioned as such. However, you mention it in a fairly unnecessary and misleading ways as if there are two options. The first option essentially and logically means that a customer can cancel a booking free of any charges if he cancels it before making the booking. It’s nothing but an effort to scam customers. I had reported the issue earlier about a year back on a different transaction. I was then told, that easemytrip had agreements with various portals and it simply reflects what they pass on to it so it cannot do anything about this inexplicable cancellation policy.

3. The entire money deducted from my card and is reflecting as such although it was meant to be a no-cost EMI transaction

Booking ID: Booking ID:EMT[protected] made on May 5 at about midnight of 4th, using EMTSCB promocode on Standard Chartered card.

The booking was intended in the name of Rohan Arya Marda & others for same 3 rooms in the same hotel as above.
The booking went through and the money was immediately deducted from the card.
The confirmation received by us however showed the booking as pending. It is unfair to charge a customer for a booking unless one can commit delivery.

Booking ID: Booking ID: Booking ID: Booking ID: Booking ID:EMT[protected] made on May 5 at about midnight of 4th, using EMTSCB promocode on Standard Chartered card.

The booking was intended in the name of Chinar Sanghi & others for same 2 rooms in the same hotel as above.
The booking went through and the money was immediately deducted from the card.
The confirmation received by us however showed the booking as pending. It is unfair to charge a customer for a booking unless one can commit delivery.

The booking after days of research was made on EMT after several portals showing eight rooms being available for 15th June to 17 June for a group of 16. Normally, as fares and availability are dynamic, one would normally get a message that rooms are no more available or rates are no more applicable before the money is deducted.

Later that night, I got a call from EMT stating that the 5 rooms showing as pending are not available with the hotel. So, the hotel was simply blamed.

When I said I could book the rooms through Agoda, he stated that they contacted agoda and rooms are not available with them either. So not the blame was passed on to Agoda

No effort was made to inform me if any of the pending rooms, if not all of them, were available.

In response, when I asked the rep, that if I manage to get the same rooms directly either from hotel or any other portal, would they compensate me for any additional cost I may have to bear. He denied being able to do so.

I then, said I cannot have 6 out of 16 guests staying in one hotel and other in either in a different area in the same hotel or in a different hotel, so, to kindly cancel the confirmed three rooms in the name of Manoj Poddar & others and refund the entire amount. I was told that the booking made about less than an hour back is not refundable under mis-leading terms. So the entire onus for all the faults in your system was passed onto me as a customer.

I was finally told that the matter is being escalated and I would soon get a resolution.

I spent the entire night sleepless and worried. Next morning, I called emt and was promised a call back with in 30-40 minutes. Subsequently, I got a mail stating that my issue is under consideration. Finally, I got a call, later in the afternoon stating the same as earlier and passing the entire onus on me.

On this final call, I asked for complimentary upgrades, which is normally a practice followed by reputed portals and hotels when they charge customers for rooms not available with them. I was denied

I such an helpless situation o[censored]nprofessionalism and zero cooperation, .I then suggested that one more room in the same category is still available on their own site as well as agoda at a lower price than originally booked, also the pending 4 rooms are available at a lower cost using the same promocode EMTSCB in a lower category as cheaper price. So she could book them accordingly and refund the difference on account of cheaper lower- category rooms as well as compensate us reasonable for all the harassment.

She agreed and made all the bookings. Having done so, she confirmed that eight rooms have now been booked, that I would soon get a refund of Rs 6000, and a voucher as a compensation as decided by the management. When I tried to understand the calculation of refund amount she was jittery and asked me how much refund would I be happy with. I mentioned the amount as Rs 10000 & no compensatory vouchers which she refused showing unwillingness to understand any calculation.

After the call, when I received the confirmation, I was surprised to see that she has been able to book the same original category room, not one as confirmed and agreed on the phone but 2, while, booking three lower category rooms instead of four.

Now, this additional bungle up had caused extreme in convenience for us. When Easemytrip was unable to offer any solution in form of confirming all eight originally booked rooms that they had charge me for, or upgraded allegedly unavailable rooms or cancel and refund the amount for three rooms confirmed, I offered them a practical solution, hoping all eight children can stay together and the adults may stay together in a different area of the hotel. However this initiative of mine has also been bungled up.

I have not received and promised refund or compensatory vouchers as of now. I did get a call again from EMT from someone to resolve my issue but after long conversation the line got disconnected because of my batteries being discharged. Since then, I have heard nothing either on phone or in writing.