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Yatra: File a Complaint about Flights, Hotels, and Travel Services of Yatra Online Limited

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Yatra Logo
Yatra Online Limited (source: yatra.com)

Yatra is India’s leading online travel agency owned by Yatra Online Limited. Founded in 2006, it is headquartered in Gurugram, Haryana. Yatra offers a wide range of booking services and travel products including bookings of flights, hotels, trains, buses, cruises, or holiday packages.

Services of Yatra are available in these major countries:

Notice - Be alert! Don't share the financial or banking details and don't share OTP to customer care executive. Protect yourself from Frauds and Scams. Report to Cyber Crime Bureau or Call 1930 as soon as possible to protect your earnings and others.
  • Asia: Bhutan, China, Hong Kong, India, Indonesia, Japan, Jordan, Korea, Malaysia, Maldives, Nepal, Oman, Philippines, Singapore, Sri Lanka, Thailand, and the United Arab Emirates.
  • Europe: Austria, Belgium, Czech Republic, Denmark, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland, Turkey, and United Kingdom.
  • North America: Canada and the United States.
  • South America: Argentina and Brazil.
  • Oceania: Australia and New Zealand.

Are you facing problems with Yatra? No need to worry; you can contact help and support to resolve technical issues, booking or cancellation concerns, and payment problems. This includes support for flight and train bookings, hotel reservations, travel bookings, and premium features.

Want to complain about Yatra? Initially, you can reach out to Yatra’s customer care support through the helpline number, email, or online chat. Unresolved? You should escalate the complaint to Yatra’s Head of Customer Care.

Resolve the issues related to:

  • Flight Booking: Difficulties in booking domestic and international flights through Yatra including the problems of flight availability, frequent cancellations, pricing discrepancies, or refund and payment processing.
  • Train Booking: Complaints related to booking Indian Railways train tickets via Yatra and issues with seat availability, preferences in class, additional premiums or charges, travel insurance, and concerns related to payments.
  • Hotel Booking: Issues regarding hotel reservations both within India and internationally. Problems include sudden booking cancellations, incorrect charges on hotel bills, and difficulties during the check-in or check-out processes.
  • Tours: Concerns of booking tours, travel packages, attractions, and events through Yatra including the availability of travel plans, scheduling, cancellation, refund process, or payment failures.
  • Yatra Features: Problems with setting up alerts, travel for business, accessing corporate travel management tools, payment settlements, and using Yatra mobile apps.
  • Others: Concerns about pricing transparency, additional charges, hidden fees, and higher commissions including the disputes with Yatra for business and partners.

Still, not resolved to your satisfaction? Finally, you can escalate the unresolved complaint to the Grievance Officer at Yatra Online Ltd.


How to File a Complaint of Yatra?

According to Yatra’s customer service policy, the complaint resolution process is structured into two levels. To begin with, customers can file a complaint with the customer service team. If the issue persists, escalate the complaint to the next designated authority for further assistance and resolution.

Grievance Redressal Mechanism:

Registration Fee No Charges (₹0)
Resolution Period Up to 30 days (Read the customer service policy of Yatra)
Refund Period 15-20 working days (read the refund and cancellation policy)

Levels of complaint escalation:

  • Level 1: Customer Care, Yatra (may take 3 days)
    • Toll-free customer service number
    • WhatsApp or Email
    • Register a complaint online
  • Level 2: Escalate the complaint to the Grievance Officer, Yatra Online Private Limited.

If you have grievances regarding the violation of passenger rights by airlines or airports that remain unresolved, it is advisable to file a complaint against the specific airline or airport to the AirSewa Nodal Officer of the Ministry of Civil Aviation for further resolution.

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Please note: If your concerns with Yatra are not resolved to your satisfaction, you can file a consumer complaint with the National Consumer Helpline of the Department of Consumer Affairs (MoCA) or approach the Consumer Commission (Forum) to seek compensation for any losses incurred.


Level 1: Customer Care, Yatra

To resolve your concerns with Yatra, you can get in touch through the toll-free customer care number, send an email, or submit your complaint online. You can raise issues related to flight, hotel, and train bookings, general travel services, and payment disputes.

Make sure to include the following information:

  • Yatra Reference Number (Booking ID)
  • Order ID (for existing bookings)
  • Nature of the complaint
  • Description of the problem, along with applicable supporting documents, receipts, screenshots, or video links.

Contact Details of Yatra Customer Service:

Tip: Beware of scams, don’t share bank/personal details; use only the official Yatra app for help. Stay safe!


Level 2: Grievance Officer, Yatra Online Limited

Under the E-Commerce Rules 2020 and IT (Information Technology) Act 2000, Yatra Online Ltd. has appointed a Grievance Officer to address concerns related to unresolved complaints. If your complaint lodged at level 1 remains unresolved within the given resolution period (up to 7 days), escalate the matter to the Grievance Officer.

When submitting your written grievance letter or email, please include the following details:

  • Reference/ticket number of the previous complaint
  • Yatra Booking ID
  • Reason for your dissatisfaction and the resolution you expect
  • Detailed description of the disputed matter, along with relevant supporting documents for your claim.

Submitted successfully? Kindly make a note of the acknowledgement D provided to track the status of your complaint.

With the grievance letter:

Still, not resolved to your satisfaction by Yatra?

If you are dissatisfied with Yatra’s final response, you have the following options:

  1. Informal Consumer Complaint: Lodge an informal consumer complaint with the  National Consumer Helpline (NCH) for arbitration.
  2. Internal Arbitration: Choose internal arbitration with Yatra Online Limited, to resolve the issue internally and reach a resolution.
  3. Formal Consumer Complaint: Alternatively, you can file a formal complaint against Yatra or its partners with the National Consumer Disputes Redressal Commission (NCDRC) – Consumer Court/Forum to seek compensation for any losses or inconveniences experienced.

Still, dissatisfied with the final order? You may talk to a legal expert before taking legal action against the company or challenging the decision made by the relevant authority. Consulting a legal professional can help you understand your options better and guide you on the best available alternatives.


Reference

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