Yatra Online / Yatratrip.in — Ticket cancellation charges

Hi Yatra,

I am Kamran, a troubled customer who unfortunately chose to book my Flight ticket through Yatra. Please spend 5 to read below the details of my ordeal /complaint.

I booked 2 tickets with (4 passengers) in all for Hyderabad to Toronto flight (KLM Airlines) through Yatra on 3rd September 2022. I made a mistake by not entering my complete name (as Yatra website has a limit of 16 characters for First name and last name) and my name is bigger than 16 characters, I did not mention my full name on the ticket. However, I realised this next morning and immediately contacted Yatra customer care (within 18 hours of booking). One of the representatives who answered my call asked me for passport copies of all the passengers in order to escalate the issue to the concerned team. I provided the details as requested and was asked to wait for 24-48 hours for an update on the same.

The next day when I reached out to Yatra again for an update on my issue, I was told by another agent miss Loveena that no changes are possible on this ticket and the only resolution is to cancel the ticket and book a new one as it's a Codeshare flight, for which I would be charged 23.5K per ticket.

So, here are my 2 arguments :

1. Civil aviation Airlines charter document states that if a customer contacts the booking agency with any correction/change request regarding the ticket within 24 hours of booking, then the agency should either incorporate the changes or cancel the ticket and refund the amount at no cost. I can attach the pdf document if you would like.

2. If actually there were no changes possible in the first place, then why was I asked to submit my passport copies and wait for 24-48 hours for an update??

So, this brings me to the below conclusions :

1. Either the 1st agent who answered my call, deliberately put me on hold for 24-48 hours so that the 24 hour cancellation/void window passes away ( by not providing correct information to the customer).

OR

2. The First agent who answered the call on 4th September didn't have the knowledge that no changes are possible for this type of flight (Codeshare), which would mean it's a Yatra executive training issue (Yatra's issue).. In either case, I shouldn't be penalized for this as I had informed Yatra within 24 hours of booking tickets.

I have escalated the issue multiple times to Yatra customer
Care and every time I Am asked to wait for 24-48 hours for an update.

I had spoken to a Yatra manager Mohd Kaif 2 weeks ago and he had promised a resolution in 5-7 working days and unfortunately he never called me back till date.

Yatra Reference No's :[protected]
[protected]

Need urgent help !!