[Resolved]  Yatra Online / Yatratrip.in — a terrible journey of frauds, misbehavior, hidden terms, multiple loopholes worth 53k

A terrible journey of frauds, misbehavior, hidden terms, multiple loopholes worth 53K
Date of incident: June 12-17; YH5018232
I booked a north-east tour package for my elderly parents (65+), clearly mentioning upfront to customize a trip for senior citizens. Ronu Sen Gupta, a yatra representative shared a quote, including return flights, and told me that it is a group package. I agreed to it and paid partial payment. On asking multiple times and chasing, if there are any particular instructions to be followed, none was informed and nothing as such is shared in the itinerary.
1. First pain and suffering for my parents came when they were told to wait at the NJP railway station for 5 hours, because pick up can't be provided at the airport, though mentioned in the itinerary. I tried connecting and resolving the same with Gurinder, a yatra representative, instead of resolving, he misbehaved and talked rudely (call logs/ records can be asked).
After multiple calls, Vishnu Rathore, a Yatra representative, ensured an early pick up (in an hour of their arrival), through a mail (documented). even after ensuring, the tour coordinator, Mandeep asked my parents to drop in between at some random petrol pump and asked them to wait for just 10-15 minutes and driver will be sent to pick them up. In the scorching heat, my diabetic and heart patients, 65+ years parents, made to wait for next 1.5 hours, total 5 hours after their arrival. The Yatra representatives, themselves accepted that they didn't follow the protocol to inform every traveller in the group package about their pick up/ waiting time.
2. Gangtok hotel, Mayal Retreat (3-star hotel promised as per itinerary) wasn't having ACs and fans, and on complaining, hotel manager answer was as the hotel is new, ACs are yet to be installed. But Yatra representative, Deepak Pandey told me that due to fine temperature in Gangtok, there is no need of the same. SERIOUSLY? Will they decide? and is it the same in each and every hotel of Gangtok? and why not informed upfront? even the table fan couldn't be arranged. And suffocation could lead to any worse situation.
3. Another flaw in the itineraries shared while partial and full payment, both were different. Who is responsible for that? My parents driver refused to take them to the places of visit in Pelling, and asked for extra charges, WHY? because final itinerary shared was different/ missed certain places what was earlier discussed. Solution provided saying that same has been conveyed to vendor.
4. BUT NO, it wasn't. Next day on the sight seeing in Pelling, the driver stopped the car in the middle of nowhere and refused my parents to the mentioned waterfalls, as his reason was that he wasn't paid for that. My parents panicked and it is so obvious, as network issues were there. IS THIS ALL I PAID 53K for?
5. Hotel in Darjeeling was worse, smelly, stinking, again no ACs, fans, no exhaust in washroom, windows opening towards market, lot of noise, dust, pollution coming if kept open.
What kind of trip was that? I have all the correspondence mails and the solution provided and broken promises, and fake apologies.
Yatra representative, Vinay Sharma, responded me with the INR3000 User money which i would never accept. it is more like the alms offered. They need to be taught a lesson.
Compensation: As a compensation, i am expecting, full fledged return of my 53k for all the pain and suffering me and my parents went through, the most expensive TIME i invested, for all the faults, misbehaviour, mismanagement, irresponsibilities, i feel the only justice is the full repayment of the amount paid, as what i expected or what Yatra offers, isn't fulfilled at all.
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Jul 20, 2019
Complaint marked as Resolved 
Yatra Online / YatraTrip.in customer support has been notified about the posted complaint.
Verified Support
Jun 19, 2019
Yatra Online / YatraTrip.in Customer Care's response
Dear Gurleen,

Greeting from Yatra.com!

We regret the inconvenience you faced. This is definitely not the level of service we endeavor to provide to our customer. Please be assured that we are taking the necessary steps to ensure that such instances, though rare already, do not recur. As per records team was in contact with you and the same was discussed. We have taken necessary measures & strong feedback has been shared with the concerned area manager and the supplier. As a gesture of care and goodwill, 3000 Yatra ecash was offered. We hope that you would treat this as an isolated incident. We assure you the best of our services for your future travel.

Regards
Yatra Care
Complaint comments 

Comments

Sir, my booking bus ticket reference no[protected] on 13 June is cancelled by your side and when i asked the helpline no which has given they told me dat my money will be refunded but still I am not getting my money back.

Yatra Online / YatraTrip.in Customer Care's response, Jul 2, 2019
Verified Support
Dear Rama,

Greeting from Yatra.com!

We regret the inconvenience caused to you. We have forwarded your details to our team to check and assist you, Request to kindly allow us 24-48 Hrs.

Regards
Yatra Care
Yatra Online / YatraTrip.in Customer Care's response, Jul 4, 2019
Verified Support
Dear Rama,

Greeting from Yatra.com!

We thank you for your patience. As per our finding and update received from our respective team and bus operator that bus was not canceled and operated. Hence denied for refund.
Regards
Yatra Care

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