[Resolved] Yatra Online / Yatratrip.in — discrepancy in cancellation charges

amruthamandadi

from Mumbai, Maharashtra

Website:

yatra.com

I had recently booked flight tickets from india to munich and back from hamburg to mumbai through yatra website costing rs.47335. Unfortunately due to my "visa rejection", i had to cancel my tickets. So i called customer care for some help with the cancellation and full refund due to genuine reason, but i was being forced to cancel my tickets through the customer care who was charging rs.21511 but when i checked the cancellation by my own through their website, they charged me only rs.16426. I am highly disappointed with yatra for such discrepancies in the cancellation fee.

Further i was not made aware of any further deductions from yatra, but to my horror on cancellation from the website, they took back the e-cash that was credited at the time of booking. I was really looking for some help from yatra but no one bothered to reply to my repeated e-mails and instead of considering my case of "visa rejection" as an exception, they have totally charged me rs.19025 as cancellation charges and have provided no support in communicating with the airlines for full refund. I had least expected this from a site like yatra and still trying to look for help.

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Nov 3, 2017

Complaint marked as Resolved

Yatra Online / YatraTrip.in customer support has been notified about the posted complaint.

Verified Support

Sep 18, 2017

Yatra Online / YatraTrip.in Customer Care's response Dear Amrutha,

Greetings from Yatra.com!

We regret the inconvenience. Kindly allow us some time while we get this checked and we will update you at the earliest. We appreciate your patience in the interim.

Best Regards,
Yatra Care

Sep 19, 2017

Updated by amruthamandadi Glad that this complaint resulted to be beneficial and was called by Yatra to provide a solution. Waiting for them to help in obtaining a full refund.

Verified Support

Sep 22, 2017

Yatra Online / YatraTrip.in Customer Care's response Hi Amrutha,

Thanks for your patience!

Would like to inform you that as we have checked with our team they have contacted you and informed that airline has rejected the waiver on visa rejection. Hence, full refund would not be possible on this, Therefore, team given the waiver Yatra service fee of INR 1000 and they refunded the amount in your account. If payment has been made from a private bank, it will reflect in the same account within 2 to 3 working days and if payment has been made from public sector bank, it will take up to 7 working days for the credit to reflect in your account. For further assistance feel free to write us or call us on our call center no.[protected].

Thanks
Yatra Care

Sep 29, 2017

Updated by amruthamandadi For your kind attention, I received a call directly from the Lufthansa Airlines asking for the confirmation if I receive the total refund that I'd requested for due to Visa rejection. According to the above communication, the last update from Yatra given to me was that "the airlines has rejected the full refund". Can you tell me when the total refund amount would be credited to me which is already processed and credited to Yatra by the airlines.

Verified Support

Oct 03, 2017

Yatra Online / YatraTrip.in Customer Care's response Hi Amrutha,

Thanks for your patience!

Would like to inform you that as we have checked with our team they have contacted you and informed that airline has rejected the waiver on visa rejection. As per your update airlines confirmed that full refund is processed in yatra account. Kindly share the written Acknowledgement from the airlines for us to investigate and assist you further.

Regards,
Yatra Care !