EaseMyTrip.com — not providing free rescheduling option even though offered by malaysian airline

Sonali@17

from Mumbai, Maharashtra

Address:

Delhi Building No. - 223, Patparganj Industrial Area, New Delhi - 110092 (India)

I had booked ticket on ease my trip on 20th jan 2020 for the travel date of 30th march 2020, mumbai to phuket and return from phuket to mumbai 6th april 2020, a malaysian airlines ticket. On 12th march, government of india released notification stating indian citizens cannot travel to malaysia and people from malaysia cannot enter india becauses of covid 19 pandemic. There was a general travel ban issued to all countries by the indian government. Hence i tried contacting ease my trip but they were not reachable then i contacted malaysian airline and they stated that free rescheduling option is available with them but i need to contact ease my trip since i booked my flight through them. They have issued circular on their website stating the same. I had immediately dropped mail to ease my trip and asked them to reschedule the flight. They had reverted to me after very extensive follow up and drop me mail stating “as of now fare difference of inr 14396/- per pax will be applicable”, i wrote back to them about free rescheduling available with airline and attached all the required proof but i could not get any reply from them. I tried to contact them via what’s app and mail but they are simply not responding.
Please reschedule my trip without any fare difference charges.

Booking id: emt69295591
Pnr: oi5vly
Date of booking: 20/01/2020
Cost of ticket: inr.58, 118
Date of travel: 30/03/2020 and return 06/04/2020

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EaseMyTrip.com customer support has been notified about the posted complaint.

Verified Support

May 04, 2020

EaseMyTrip.com Customer Care's response Dear EaseMyTrip patron,

Greetings from EaseMyTrip.com

Thank you for writing your query to us.

We understand your concern, but we are helpless as we have to follow procedures made by airlines. As per airline policy Free Amendment allowed upto 31-Dec-2020 (penalty charges waived off, fare difference will apply).

Please find airline policy here, https://www.easemytrip.com/indigo-waiveroffer-during-coronavirus.html

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)

May 05, 2020

Updated by Sonali@17 How do you calculate fare difference? Whats formula? Fare difference is actually more than my ticket price. If i have to book the ticket on your site its coming cheaper than the fare difference you quoted. Total base fare of my original ticket for 3 person is Rs 43812 and you are charging Rs 43188 as fare difference for 3 person, please share formula on how do you calculate? I had requested call back on whats app customer care even though it was promised 4 times, i had never received call back. Whats app number is not accessible, nobody responds for days together.
Please find below the break up of my original ticket
Total Basic Fare : Rs. 43812.00
Other Charges : Rs. 16806.00
Discount : Rs. () 2500.00
Insurance Fee : Rs. 0.00
Meal Amount : Rs. 0.00
Bagg. Amount : Rs. 0.00
Seat. Amount : Rs. 0.00
Reschedule Charges : Rs. 0.00
Cancellation Ins Charges : Rs. 0.00
ReliefFund : Rs. 0.00
Total Rs. 58118.0

Verified Support

May 06, 2020

EaseMyTrip.com Customer Care's response Dear EaseMyTrip patron,
Greetings from EaseMyTrip.com

Thank you for writing your query to us.

We hope that as per telephonic conversation your query has been addressed. As per airline policy, fare difference will be applicable.

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)

May 06, 2020

Updated by Sonali@17 Based on my conversation with Shubham Negi, my complaint is NOT addressed. I had put request for reschedule on 22nd March where fare difference was nil. In fact fare was lower than what i paid for. Ease my trip took 1 month and 22 days to respond during that time fare was increased so the fare difference. Ease my trip should pay the fare difference since it was delayed from their end. I had continuously followed up on whats app, mail but Mr. Manoj Kumar simply not replied to any of my mail and Akshita (Mobile no [protected]) had blocked my number and not replied to my calls and whats app messages. So please pay the fare difference from your end.

Verified Support

May 06, 2020

EaseMyTrip.com Customer Care's response Dear EaseMyTrip patron,

Greetings from EaseMyTrip.com

Thank you for writing your query to us.

We would like to inform you that your request is under process and status of refund will update shortly on your email id.

Your patience will be highly appreciated in this interim.

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)Dear EaseMyTrip patron,

Greetings from EaseMyTrip.com

Thank you for writing your query to us.

We would like to inform you that your request is under process and status of refund will update shortly on your email id.

Your patience will be highly appreciated in this interim.

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)Dear EaseMyTrip patron,
Greetings from EaseMyTrip.com
Thank you for writing your query to us.

We have forwarded your query to the concern department.Your patience will be highly appreciated in this interim.

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)

May 08, 2020

Updated by Sonali@17 Please share timeline to get the refund. I had neither received mail nor refund. I will appreciate timelines

Verified Support

May 09, 2020

EaseMyTrip.com Customer Care's response Dear EaseMyTrip patron,

Greetings from EaseMyTrip.com

Thank you for writing your query to us.

We would like to inform you that as checked and found that refund is not permitted you may reschedule this your flight as per airline policy only.

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)Dear EaseMyTrip patron,

May 18, 2020

Updated by Sonali@17 If you delayed the response by 2 month for rescheduling flight and fare difference is high then who is responsible? What kind of non sense reply is this? Please give me full refund or else give ticket on specified dates at your cost because you delayed response by 2 months

Verified Support

May 19, 2020

EaseMyTrip.com Customer Care's response Dear Sir/Ma'am,

Greetings from Ease My Trip!!!

We would like to inform you that your fare are dynamic in nature. It regulates by the airline.
Every booking made on EaseMyTrip is subject to cancellation or amendment charges levied by the airline, which may vary with respect to flight and booking class

We would be glad to help you. Please feel free to contact us in case of any other assistance.

Kind Regards,
EaseMyTrip Team
[protected]/[protected]Available 24X7)

May 29, 2020

Updated by Sonali@17 Do not try to be mentally dumb.
Pl read again - You took 1 month and 22 days to revert and that is reason for such huge fare difference.
I had put request for reschedule on 22nd March where fare difference was nil. In fact fare was lower than what i paid for. Ease my trip took 1 month and 22 days to respond during that time fare was increased so the fare difference. Ease my trip should pay the fare difference since it was delayed from their end. I had continuously followed up on whats app, mail but Mr. Manoj Kumar simply not replied to any of my mail and Akshita (Mobile no [protected]) had blocked my number and not replied to my calls and whats app messages. So please pay the fare difference from your end.