I had booked my trip from 2nd – 5th april’2020 in the month of january’2020 by making a full payment of 1, 28, 000/-. Due to the rising cases of corona globally, i requested the representatives in touch with me (Pooja gaur & arushi sharma) to extend my trip of which they initially denied but later agreed to but that also till july’2020. As per their request and restriction of not being able to extend the dates ahead of july, i agreed to change my travel date from 9th july - 12th july’20, as no one was aware that lock down will be imposed from march end.
From the month of may till 10th june’2020, i tried contacting all the representatives whose contact details were available with me (Nakul bist, arushi sharma, pooja gaur) to extend my travel dates as it was not possible to travel due to the lock down and flight not being operational. But no one neither bothered to answer my calls nor call back after missing my numerous calls. Looking at the avoidance and inappropriate behavior i wrote a complaint mail to “shoes on loose” on their query sections to call us back regarding our travel booking. After 10th june (Nearly 10-15 days later) i received a call from the ceo & co founder of the agency – mohit. I described him the entire situation of the unprofessional behavior of his team of not answering or reverting to my calls, emails, messages for my query for which his explanation was very simple that they have laid off the entire team and no one is left in the team to assist the customers. Nevertheless, i described him the situation again i was in and told him to cancel my trip and make me a refund as the cancellation was due to the pandemic spread globally and not something which i was doing intentionally as i will not be in a position to risk my health and travel abroad for which he started making excuses and giving explanations that the booking incentives has already been paid to the employee who booked my trip and he is not having the money as he has made the booking and invested the amount and if cancellation happens amount will be deducted as per the first booking date i. E. 2nd april’20 as he won't suffer any loss it's me who has to bear every loss. Neither me nor anyone will be ready to face loss for a thing of which he is not responsible of so i asked for a solution from him for which he suggested that he can extend my travel dates and asked me what would be my preference. After thinking i asked him extend my dates for april’2021 keeping in mind that everyone (Airlines or travel agents) are providing a credit voucher for a year and my original booking was for the month of april’20 so we both will be in a situation that no one has to suffer any loss and by april’2021 situation might be under control and people can plan their trip abroad. Based on my logical reasons mohit agreed of mailing me a credit voucher for the month of april’2021.
The most shocking part was for me was when i finally received the credit voucher on mail on 1st july’20. Firstly the date mentioned on the voucher was 20th june’20 and was mailed on 1st july’20. The voucher stated that my voucher is valid till 31st october’20 and i have to book my travel stay 45 days prior (I. E. By 15th september’20) after paying the difference amount failing to which the entire paid amount will be forfeited.
Receiving such unprofessional and unethical mail i am trying to contact shoes on loose till date through emails, calls, messages but they have either blocked by mail and calls or are not bothered to revert back as of now.
My only conclusion to the pathetic experience is –
1) the entire team of shoes on loose are a bunch of frauds and unprofessional thugs who only know to take money from customers post which they do not have any etiquette to either answer any call or attend any query
2) facing such a situation where a customer has to run behind the agent for resolution of a justified global issue and not fulfilling the commitment as discussed, i have decided that i want to cancel my booking and need the full amount to be refunded being already paid (1, 28, 000/-) as i have no trust on the agency anymore
My booing id is – 8080
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