[Resolved] EaseMyTrip.com — invalid ticket shared

1 Review
 rachitabatra on Mar 8, 2019
This is in reference to my booking number EMT53795613, I had booked a flight from Mahe to Mumbai via Abu Dhabi on 29th November 2018.

Few days later, I received a message from the airline stating that the second leg of the flight I.e Abu Dhabi to Mumbai has been rescheduled from its earlier departure time of 8:15 am on 23rd February 2019 to 2:15 pm on 23rd February 2019. Since the reschedule was causing a layover of more than 6 hours, I checked with the airline (Jet airways) for booking an alternate flight for both the passengers. They confirmed that I’m eligible for the alternate flight booking with no additional charges but that can only be done by the travel agency (I.e easemytrip) via which I’ve made the booking. I checked with your team and after rounds of discussion, your team booked me an alternate flight and shared the updated ticket (refer attachments for the ticket and the correspondence). The updated flight was a direct flight from Mahe to mumbai scheduled to depart at 10:25 pm from Mahe and reach mumbai at 4:30 am on 23rd February.

Now, yesterday I.e on 22nd February, we planned our journey as per the updated itinerary to take the flight scheduled around 10:25 pm and reached Mahe airport around 7 pm. On contacting the ground staff for our boarding passes, we got to know that our names are not present in the flight details scheduled for 10:25 pm, instead they are present in the flight scheduled for 8:20 pm (original flight). We had also discussed the matter with the airport head in Seychelles but because of absence of our names in the flight per the updated itinerary, they told us to travel As per the original flight plan (scheduled at 8:20 pm).

On reaching Abu Dhabi on 23rd February around 1 am, we contacted Etihad transfer help desk and they told us that the original ticket stands valid and there has been no update made to it, the ticket issued by the travel agency with the updated itinerary is just a document, there is no corresponding change reflected in the system. And we were supposed to travel from Abu Dhabi to mumbai in the flight scheduled for 2:15 pm with a layover of more than 13 hours. And since the ticket was booked via the agency, they could not help us in providing the accommodation or booking an alternate flight. We tried reaching out to your emergency contact whatsapp number but the situation couldn’t be resolved. The only flight available between then and 2:15 pm was a flight scheduled for mumbai at 3:35 am on 23rd February. We had to book a new flight from Abu Dhabi to mumbai in this particular flight by paying an amount of about 1006 AED (refer attachment for details).

Now the issues that we have are:

1. Firstly, we were given misleading information about our flight on mail. Would like to understand how can a travel company like yours make a mistake like this and how the corresponding compensation can be made.
2. Secondly, we were stuck in a different country because of the mistake done by your team, would like to talk to the management which handles the easemytrip group. Please share the contact details.

I would want an immediate response to it with the full refund of my booking amount and the necessary compensation for providing misleading information by sharing incomplete/non-booked tickets. I am prepared to take this case for a legal action, if required.

Looking forward to hearing from you at the earliest.
Complaint marked as Resolved Apr 26, 2019

Complaint Status

[Mar 09, 2019] EaseMyTrip.com customer support has been notified about the posted complaint.
Verified Support
EaseMyTrip.com Customer Care's response, Mar 26, 2019
Dear Ma'am,
We would like to inform you that we do provide the alternate flight option which has been given by the airlines and hence you were not okay with the timing of the same and hence requested for a full refund and for which RA (refund application) has been raised and it will be approved by the airlines and the same will be credited then.
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    EaseMyTrip.com - invalid ticket shared