[Resolved]  Yatra Online / Yatratrip.in — deficiency in services and promised itinerary not provided

Oct 05, 2018

Updated by parmo002 Dear Sir,
The Booking no is YT30313720 which is already mentioned in my complaint. I think you have not seriously gone through the contents of the complaint. This complaint was previously closed at your end by stating the same reason.
The booking was done in the name of my son Rohit Mehtani and his email ID is rohitmehtani.[protected]@gmail.com.
I hope that this time you don't close the matter for one reason or the other as I was compelled to lodge this complaint because of the deficiencies of services and intentionally delaying in providing the tickets of the activities by your sub contractor 'Reasonable check in' so that we could not use these activities. details given in my complaint.
Regards,
Parmod Kumar Mehtani
(Father of Dr Rohit Mehtani)

Oct 10, 2018

Updated by parmo002 Dear Sir,
I was expecting this kind of a reply from your as either you don't want to understand my concerns highlighted in the complaint or are intentionally ignoring the same and not interested to resolve my issues/concerns. In this connection, I would like to draw your attention to the following points in your reply received by me on 9th Oct 2018:
1. As per our finding our team was in contact with you on call and email and assisted you.

Reply: Being in contact and resolution of our issues are two separate things. I lodged the complaint and claimed for compensation of the activities not provided to us and the delay/deficiencies in services on your part. Where is the question of assistance in this regard?

2. As checked visa was handed over 7 day's prior to travel.

Reply: Since the time of booking your officials were not clear regarding visa application process and misguided us regarding the same. We faced immense agony and mental stress as even after paying the full booking amount to you in advance your officials were not able to guide us what documents are required for visa and where these documents have to be posted. Only after a harsh email written by us on 19th June 2018, your company appointed the staff who guided us in filing the visa application properly. Who can compensate for this deficiency in services which caused mental stress for us as our hard earned money was at stake.

3. Hence Singapore flyer and river cruise was part of the sight-seen.

Reply: If Singapore flyer and river cruise was part of sight seen, then why the guide charged SGD 220 (SGD 55*4) from us in the bus? The tourist guide charged SGD 55 from the entire tourist despite resentment showed by the entire tourist including ourselves. My claim amount includes this amount also.

4. As checked attractions like Fountain of wealth, Suntec city etc were covered by you he next day and at the end, you were made to visit more places in Singapore than promised.

Reply: These sites were never shown to us during the city tour. Around 3 hours of city tour were spent in Singapore Flyer and river boat cruise (for which we were charged extra). The company wanted to earn extra money by making the tourists visiting these sites instead of what was mentioned in the itinerary. This is a clear case of fraud and cheating. The next day tour was to visit only Universal studio for full day. Since the places which we were promised in the itinerary were not covered then how can you say that we were made to visit more places than promised?

5. Luge and Sky ride team accepted their miss and offered actual ticket refund and compensation and regarding Madamme Tussads + IOS live with Universal Studios our team offered you the refund as it was difficult to cover places in one day but same was denied.

Reply: It was not a miss but intentionally ignored to send the tickets before our start of the tour which was to be given 3-5 days before the trip starts. . Not only the Luge and Sky tickets were intentionally ignored but the Tickets of Madamme Tussads were also intentionally ignored to be provided. All the tickets except these two were emailed to us during our trip. On being pointed out during the tour, Mr Anand telephonically informed that you could not cover both the events on the same day i.e the next day being the only one day available to us.

It is wrong to state that the refund was offered to me during discussion. Whether we planned our Holiday trip only to get the refund of the services not provided? The reply that they offered the refund and compensation regarding Maddame Tussade depicts that intentionally they have ignored to provide the tickets well in advance so that their cost could be saved and this type of action ignoring to send the tickets in advance may be happening to most of the customers.

On being asked to send the tickets of Madame Tussade, as we wanted to see this attraction also during our trip, Mr Anand sent the tickets issued on 27/06/2018 which was supposed to send to us on 27/06/2018 or before our start of our holiday trip. The validity of these tickets is 6 months from the date of issue. These tickets could not be used by us as Saturday was the holiday and there was tremendous rush in Universal Studio. If these tickets were sent to us in advance as promised in the package tour, we would be able to cover both the attractions on Friday.

I doubt that on being asked for the refund in the claim, they may have utilized the same so far. Only the amount of Luge & Sky ride that too at price very much lower than the price quoted on the official website of Luge and Sky ride was offered to me which I denied to take as it was not the issue of only these service which were deficient on your part but many other services which I have time and again mentioned to you. Can this small amount compensate us for the huge expenditure incurred by us out of our hard earned money by depriving us from these attractions during the Holiday Trip? Can we go again and spend huge money to see these left out attractions for the fault of the Tour operator.

6. As checked most of the queries were resolved/ closed on the call itself.

Reply: First of all please not that this was not a query but a complaint on the deficiencies in the services provided and the promised itinerary was not provided. Further please note that my issues in the complaint have not been resolved so far. Then how the question of ‘resolving/closure on the call itself’ can be stated? I think your sub contractor is misleading you and tarnishing your Image. My claim for the compensation still persist, please note.

The reply received from your side highlights the fact that you are just trying to mislead the forum.

Regards

Oct 17, 2018

Updated by parmo002 Dear Sir,
Please note that this is not the query but a complaint.
Regards

Oct 29, 2018

Updated by parmo002 Dear Sir,
I reiterate my pointwise reply dated 24th Oct 2018 as under :

Dear Sir,
This is in reference to Yatra care response dated 22nd Oct 2018 in respect of my complaint. The point wise submission is as under:
1. As per our finding our team was in contact with you on call and email and assisted you.

Reply by Yatra dated 22/10/2018:
It is really demotivating and demoralizing to point out our customer's assistance when Mr Mehtani was practically on call with Mr Anand Goswami on daily basis during his trip. And issues were addressed and dealt on priority basis but if Mr Mehatni is not happy with our services, we apologize and promise to make improvement within ourselves
Our Response:

The response by Yatra care is not as per our submission. It is totally incorrect to say that we were in contact on daily basis with Mr. Goswami. During our stay at Bali and Singapore, we contacted Mr. Goswami only once on 13/07/2018 when we realized that the tickets of Luge & Skyride and Madame Tussauds were not sent to us. By simply admitting and apologizing on the deficiency of services does not compensate us for the mental agony we faced and depriving us to experience of both these activities by not providing the said tickets before our departure from India, as promised in the itinerary. Had the tickets been provided before leaving India, we would able to do all activities as promised by you in the itinerary.

2. As checked visa was handed over 7 day's prior to travel.

Reply by Yatra dated 22/10/2018:

Regarding VISA, there was some delay in the beginning. But when Operations Manager - Ms Rekha Nair hopped in to take care of Mr Mehtani's VISA's personally, at that point of time the guest was very happy. They were in discussion on daily basis over the call and through the messages. And as already explained many times, we have handed over the VISA's and passport 07 days prior to travel. Screenshot shared dated - October 05, 2018.

Our Response:

Thank God! Yatra Care had admitted that there was some delay in the beginning. As stated in my reply dated 10th Oct 2018, we faced immense agony and mental stress as no one guiding us properly and correctly for the formalities to be completed by us during the initial 7 days of our booking as we had paid the whole amount of the trip in advance and yet the tour operator was unable to guide us regarding the visa procedure. It was only when we sent a harsh email, the right personnel for guiding us regarding visa application process was allotted to us. Our complaint is for the mental stress and agony we faced during the first 7 days of booking which we should be compensated. The reply by Yatra Care is silent on this aspect.
The whole point of booking a trip from a tour operator is that whole planning of the trip is the responsibility of the organising company and the customer does not have to face the trouble of booking various tickets on time at a reasonable price and completing visa formalities. But in this case, all the trouble was faced by us. We had to constantly communicate with Yatra to send the formalities for visa application on time, we had to remind them again and again to send the tickets of activities on time, even after so much pain taken by us, Yatra was deficient in all these services. Who can compensate for this deficiency in services which caused mental stress and agony as our hard earned money was at stake during the initial 7 days of Booking?
3. Hence Singapore flyer and river cruise was part of the sight-seen.
Our Response:
No response received from Yatra care on this aspect. Please refer our submission on 10th Oct 2018 on this aspect.
4. As checked attractions like Fountain of wealth, Suntec city etc were covered by you he next day and at the end, you were made to visit more places in Singapore than promised.

Reply by Yatra dated 22/10/2018:

Regarding Singapore City tour, it was sharing tour with bus coach full of people. As already explained, the attractions of City Tour can be changed or modified and they only have photo-stops. We have checked with supplier also. The City Tour could not consist of only Singapore Flyer or River Cruise only. And we have received no other complaint for any member of the SIN City Tour on that day. Singapore Flyer is the last point where the coach stops for the people to enjoy flyer which was again a photo-stop during the tour.

Furthermore, we have initiated an elaborated investigation for one more time for this specific issue which would take 7-10 days and we shall get back to you on
This specific point.

Our Response:

First of all, there were no photo-stops during the entire city tour except at Singapore flyer and River Boat cruise for which we were charged SGD 55 per person, and a Chocolate shop so as to enable the tourists to buy chocolates. The last stop was at Little India where we had lunch and after lunch our pickup for Sentosa Island was from Little India. The bus did not stop at any other point apart from these mentioned stops. This was also pointed out to Mr Anand through whatsapp chat. Are we supposed to take photographs from a moving bus? If we just wanted photographs we could have downloaded them from the internet. Why spend so much money to go to Singapore and not being able to visit the places in person?

5. . Luge and Sky ride team accepted their miss and offered actual ticket refund and compensation and regarding Madamme Tussads + IOS live with Universal Studios our team offered you the refund as it was difficult to cover places in one day but same was denied.

Reply by Yatra dated 22/10/2018:
This was already accepted and we have approved the refund for Luge & Skyride. It was already advised to the guests that Madamme Tussads can not be covered with Full Day Universal Studios. But since the guest was very insistent that they need tickets, we shared it with them. All these conversations happened at the end of the day. Had we been informed regarding the same during the trip, we would have given the tickets during their tour. The date mentioned by the guest to prove our intentional error is an Open Dated Ticket. It was booked the same day same time when guests asked for the tickets for the next day, opposite to advise given by Anand as the time was not adequate enough to cover both the places. Later on when guest reached there and could not cover activities, the guest realized that Anand was right and the refund was a better option which unfortunately had become null and void now since the tickets were already given to the guests. The refund was offered due to professional courtesy in order to avoid more wastage of time. However, for Luge & Skyride, we will refund the amount of 22 SGD per person.

According to the last conference call with Yatra, Anand and Mr Mehtani, Mr Mehtani repeatedly insisted that major concern was the delay in Visa only and nothing apart from that was important to him. Since VISA was delivered on time and it did not hamper the holiday in any way, this issue is resolved and the guest was happy and satisfied after receiving the VISA. So this is resolved already.

According to us, the only concern which needs to be addressed is point no 4 and will revert according to the time frame given above.
As per now, the approved refund is of SGD 22 X 4 = SGD 88 which will be refunded once Mr Mehtani share his bank account details

We all know there is nothing anyone did intentionally to hamper the experience of the customer and even the customer was been happy until he returned home. Please share the resolution with him and advise the further course of action for us.

Our Response:

You had already accepted that the tickets of Luge & Sky ride are a miss even before my complaint was lodged with the Consumer Forum. I disagree with the contention given in the reply that I realized that Mr Anand was right and the refund was a better option. This is totally wrong as no refund was offered during conversation. If that was so, even then I would refuse the same. I need specific answer from Yatra Care on the followings:

a) Does a tourist plan a vacation to get refund of all activities which are not provided by the tour operator? If a tourist has spent so much money on visiting a foreign country he will try to visit all the attractions he was promised at the time of booking as possible as it is unlikely that he will visit the same country again. It's wrong to put the blame on the customer that he was advised against visiting Madame Tussauds due to shortage of time. Yatra and Reasonable check-in are responsible for landing us in such a situation where we have to chose between visiting a once in a lifetime tourist attraction or taking back the refund for the activity which was deliberately not provided by the tour operator.
b) Can this small amount compensate us for the huge expenditure incurred by us out of our hard earned money by depriving us from these attractions during the Holiday Trip?
c) Do you expect all your tourists to visit a foreign country again and spend huge money to see these left out attractions for the fault of the Tour operator?
d) Why were the tickets of Madame Tussauds not sent to us in advance and whose fault is there in the delay due to which we were ultimately unable to visit the attraction? Is it not obligatory on the part of Tour Operator to send all the tickets as promised in the itinerary before start of the trip from India? This behaviour of the tour operator depicts their intention to save money by not sending all the tickets before the start of the trip as few of their customers might not point out the lapse in services.

e) The ticket of Madame Tussauds sent to us has a purchase date mentioned on it as 27/06/2018 while you are saying the ticket was booked on 13/07/2018 after we pointed out that we haven’t received the ticket. In either case, the fault lies with the tour operator. If the ticket was booked on 27/06/2018 the ticket should have been sent to us well in advance of our tour and if the ticket was booked on 13/07/2018 why the same date is not mentioned on the ticket and was the tour operator not responsible for the delay even after explicitly mentioning tickets of Madame Tussauds in the inclusions package of our trip? The ticket has a validity of 6 months and the ticket is still valid. It’s reasonable to say that the tour operator would not have incurred a loss with respect to these tickets as they would have utilised it with some other guest as we have not used the tickets till now.

f) Is there no delay on your part in sending us the formalities which caused mental stress and agony to us and also is there no delay on your part in providing the tickets of activities which were received by us after reaching Singapore while the same was promised to be sent to us “3-5 days before the start of our trip”?

I don’t understand how you can say that we were happy until we returned home. The bad experiences faced by us abroad can only be overcome by visiting the places which were intentionally deprived to us on our trip by the tour operator.

Regards,
Parmod Kumar Mehtani

Nov 09, 2018

Updated by parmo002 Dear Sir,
My complaint is yet to be redressed by Yatra Care.
Regards,
Parmod Kumar Mehtani

Nov 12, 2018

Updated by parmo002 Dear Sir,
I reiterate my pointwise reply dated 24th Oct 2018 as under :

Dear Sir,
This is in reference to Yatra care response dated 22nd Oct 2018 in respect of my complaint. The point wise submission is as under:
1. As per our finding our team was in contact with you on call and email and assisted you.

Reply by Yatra dated 22/10/2018:
It is really demotivating and demoralizing to point out our customer's assistance when Mr Mehtani was practically on call with Mr Anand Goswami on daily basis during his trip. And issues were addressed and dealt on priority basis but if Mr Mehatni is not happy with our services, we apologize and promise to make improvement within ourselves
Our Response:

The response by Yatra care is not as per our submission. It is totally incorrect to say that we were in contact on daily basis with Mr. Goswami. During our stay at Bali and Singapore, we contacted Mr. Goswami only once on 13/07/2018 when we realized that the tickets of Luge & Skyride and Madame Tussauds were not sent to us. By simply admitting and apologizing on the deficiency of services does not compensate us for the mental agony we faced and depriving us to experience of both these activities by not providing the said tickets before our departure from India, as promised in the itinerary. Had the tickets been provided before leaving India, we would able to do all activities as promised by you in the itinerary.

2. As checked visa was handed over 7 day's prior to travel.

Reply by Yatra dated 22/10/2018:

Regarding VISA, there was some delay in the beginning. But when Operations Manager - Ms Rekha Nair hopped in to take care of Mr Mehtani's VISA's personally, at that point of time the guest was very happy. They were in discussion on daily basis over the call and through the messages. And as already explained many times, we have handed over the VISA's and passport 07 days prior to travel. Screenshot shared dated - October 05, 2018.

Our Response:

Thank God! Yatra Care had admitted that there was some delay in the beginning. As stated in my reply dated 10th Oct 2018, we faced immense agony and mental stress as no one guiding us properly and correctly for the formalities to be completed by us during the initial 7 days of our booking as we had paid the whole amount of the trip in advance and yet the tour operator was unable to guide us regarding the visa procedure. It was only when we sent a harsh email, the right personnel for guiding us regarding visa application process was allotted to us. Our complaint is for the mental stress and agony we faced during the first 7 days of booking which we should be compensated. The reply by Yatra Care is silent on this aspect.
The whole point of booking a trip from a tour operator is that whole planning of the trip is the responsibility of the organising company and the customer does not have to face the trouble of booking various tickets on time at a reasonable price and completing visa formalities. But in this case, all the trouble was faced by us. We had to constantly communicate with Yatra to send the formalities for visa application on time, we had to remind them again and again to send the tickets of activities on time, even after so much pain taken by us, Yatra was deficient in all these services. Who can compensate for this deficiency in services which caused mental stress and agony as our hard earned money was at stake during the initial 7 days of Booking?
3. Hence Singapore flyer and river cruise was part of the sight-seen.
Our Response:
No response received from Yatra care on this aspect. Please refer our submission on 10th Oct 2018 on this aspect.
4. As checked attractions like Fountain of wealth, Suntec city etc were covered by you he next day and at the end, you were made to visit more places in Singapore than promised.

Reply by Yatra dated 22/10/2018:

Regarding Singapore City tour, it was sharing tour with bus coach full of people. As already explained, the attractions of City Tour can be changed or modified and they only have photo-stops. We have checked with supplier also. The City Tour could not consist of only Singapore Flyer or River Cruise only. And we have received no other complaint for any member of the SIN City Tour on that day. Singapore Flyer is the last point where the coach stops for the people to enjoy flyer which was again a photo-stop during the tour.

Furthermore, we have initiated an elaborated investigation for one more time for this specific issue which would take 7-10 days and we shall get back to you on
This specific point.

Our Response:

First of all, there were no photo-stops during the entire city tour except at Singapore flyer and River Boat cruise for which we were charged SGD 55 per person, and a Chocolate shop so as to enable the tourists to buy chocolates. The last stop was at Little India where we had lunch and after lunch our pickup for Sentosa Island was from Little India. The bus did not stop at any other point apart from these mentioned stops. This was also pointed out to Mr Anand through whatsapp chat. Are we supposed to take photographs from a moving bus? If we just wanted photographs we could have downloaded them from the internet. Why spend so much money to go to Singapore and not being able to visit the places in person?

5. . Luge and Sky ride team accepted their miss and offered actual ticket refund and compensation and regarding Madamme Tussads + IOS live with Universal Studios our team offered you the refund as it was difficult to cover places in one day but same was denied.

Reply by Yatra dated 22/10/2018:
This was already accepted and we have approved the refund for Luge & Skyride. It was already advised to the guests that Madamme Tussads can not be covered with Full Day Universal Studios. But since the guest was very insistent that they need tickets, we shared it with them. All these conversations happened at the end of the day. Had we been informed regarding the same during the trip, we would have given the tickets during their tour. The date mentioned by the guest to prove our intentional error is an Open Dated Ticket. It was booked the same day same time when guests asked for the tickets for the next day, opposite to advise given by Anand as the time was not adequate enough to cover both the places. Later on when guest reached there and could not cover activities, the guest realized that Anand was right and the refund was a better option which unfortunately had become null and void now since the tickets were already given to the guests. The refund was offered due to professional courtesy in order to avoid more wastage of time. However, for Luge & Skyride, we will refund the amount of 22 SGD per person.

According to the last conference call with Yatra, Anand and Mr Mehtani, Mr Mehtani repeatedly insisted that major concern was the delay in Visa only and nothing apart from that was important to him. Since VISA was delivered on time and it did not hamper the holiday in any way, this issue is resolved and the guest was happy and satisfied after receiving the VISA. So this is resolved already.

According to us, the only concern which needs to be addressed is point no 4 and will revert according to the time frame given above.
As per now, the approved refund is of SGD 22 X 4 = SGD 88 which will be refunded once Mr Mehtani share his bank account details

We all know there is nothing anyone did intentionally to hamper the experience of the customer and even the customer was been happy until he returned home. Please share the resolution with him and advise the further course of action for us.

Our Response:

You had already accepted that the tickets of Luge & Sky ride are a miss even before my complaint was lodged with the Consumer Forum. I disagree with the contention given in the reply that I realized that Mr Anand was right and the refund was a better option. This is totally wrong as no refund was offered during conversation. If that was so, even then I would refuse the same. I need specific answer from Yatra Care on the followings:

a) Does a tourist plan a vacation to get refund of all activities which are not provided by the tour operator? If a tourist has spent so much money on visiting a foreign country he will try to visit all the attractions he was promised at the time of booking as possible as it is unlikely that he will visit the same country again. It's wrong to put the blame on the customer that he was advised against visiting Madame Tussauds due to shortage of time. Yatra and Reasonable check-in are responsible for landing us in such a situation where we have to chose between visiting a once in a lifetime tourist attraction or taking back the refund for the activity which was deliberately not provided by the tour operator.
b) Can this small amount compensate us for the huge expenditure incurred by us out of our hard earned money by depriving us from these attractions during the Holiday Trip?
c) Do you expect all your tourists to visit a foreign country again and spend huge money to see these left out attractions for the fault of the Tour operator?
d) Why were the tickets of Madame Tussauds not sent to us in advance and whose fault is there in the delay due to which we were ultimately unable to visit the attraction? Is it not obligatory on the part of Tour Operator to send all the tickets as promised in the itinerary before start of the trip from India? This behaviour of the tour operator depicts their intention to save money by not sending all the tickets before the start of the trip as few of their customers might not point out the lapse in services.

e) The ticket of Madame Tussauds sent to us has a purchase date mentioned on it as 27/06/2018 while you are saying the ticket was booked on 13/07/2018 after we pointed out that we haven’t received the ticket. In either case, the fault lies with the tour operator. If the ticket was booked on 27/06/2018 the ticket should have been sent to us well in advance of our tour and if the ticket was booked on 13/07/2018 why the same date is not mentioned on the ticket and was the tour operator not responsible for the delay even after explicitly mentioning tickets of Madame Tussauds in the inclusions package of our trip? The ticket has a validity of 6 months and the ticket is still valid. It’s reasonable to say that the tour operator would not have incurred a loss with respect to these tickets as they would have utilised it with some other guest as we have not used the tickets till now.

f) Is there no delay on your part in sending us the formalities which caused mental stress and agony to us and also is there no delay on your part in providing the tickets of activities which were received by us after reaching Singapore while the same was promised to be sent to us “3-5 days before the start of our trip”?

I don’t understand how you can say that we were happy until we returned home. The bad experiences faced by us abroad can only be overcome by visiting the places which were intentionally deprived to us on our trip by the tour operator.

Regards,
Parmod Kumar Mehtani

Nov 13, 2018

Updated by parmo002 Dear Sir,

I am sorry to say that Yatra care has been unable to resolve my issues till date. There have been numerous emails and telephonic conversations with Mr. Anand but till now there has been no solution for my issues. My claim is for compensation for the financial losses incurred by us along with the mental agony faced by us due to the negligence of Reasonable check in. The details have already been mentioned in my previous emails and through this forum. If you are willing to resolve the issues this time you may contact me, otherwise there is no need from a further call from your side.
Regards,
Parmod Kumar Mehtani

Nov 25, 2018

Updated by parmo002 Dear Sir,
Please refer to my reply dated 13th Nov 2018 whereby I informed to contact me if Yatra care is willing to resolve the issues. Till date, I have not received any response. This shows that Yatra Care is not inclined to resolve the matter.
Regards,
Parmod Kumar Mehtani

Dec 06, 2018

Updated by parmo002 Dear Sir,
I am sorry to say that Yatra Care is not interested to satisfy my grievances through this Forum. It is now the time to go for another mode to get my hard earned money which I have lost for choosing Yatra.com for our Holiday Trip to Singapore and Bali.
parmod Kumar Mehtani

Dec 10, 2018

Updated by parmo002 Dear Sir,
I have not received any response so far. My complaint is still pending.
parmod Kumar Mehtan

Dec 24, 2018

Updated by parmo002 Dear Sir,
I have not received any response so far. My complaint is still pending.
parmod Kumar Mehtani

Jan 02, 2019

Updated by parmo002 Dear Sir,
I have not received any response so far. My complaint is still pending.
parmod Kumar Mehtani

Jan 18, 2019

Updated by parmo002 Dear Sir,

Complaint yet to be resolved.
Regards

Feb 14, 2019

Updated by parmo002 Dear Sir,
My grievance for the loss incurred by Yatra and its partner not resolved as yet.
Regards