Recently, I and my husband planned a trip to Yercaud. We decided to make hotel bookings through Yatra. I had clearly mentioned that to provide me with a total cost for a 1N/2D package along with transportation to/from Salem and also site-seeing. One Ms. Surekha Rao from Yatra responded to me very promptly with the following mail.
Dear Mrs.Pratima,
Greetings from Yatra
As per our telephonic conversation, I am sending you the details of Hotel are below,
Hotel Name – Clifton Inn
Room Category Cost
Standard Rs.1, 000
Deluxe Rs. 1, 500
Suit Rs. 2, 500
Includes:
Pick-up & drop to Station.
Sight seeing.
Please feel free to call us for any further clarification.
Thanks & Regards
Surekha Rao
International Counter Executive
I was stunned at the price they have quoted and called to check with her. She insisted that it was the final price. I asked her to book a Deluxe Room. I went to Yatra office on Brigade Road on April 19 2008 and paid the amount in cash as she advised me to do so. I promptly received a cash voucher and I came back happily.
All my worries started after that. I did not receive a confirmation mail till 23rd April. When I called up their office, the answer I get is that “Surekha is on Leave” but I need not worry as the hotel is booked. When I called up the hotel to confirm the same, I was told that there are no bookings from Yatra on my name.
I called up Yatra again and spoke to one Ms.Gurinder, who assures me that she will take it up and call me. I did not receive a call from her even on 24th April. This time I was very angry and shouted at whoever picked up the call at Yatra. Again, I was assured by Mr. Mohammed Ishaq that he will do the needful. Then, I get a call from this guy who tells me that the amount I paid is for room only basis and that does not include transportation. When I asked him about Surekha’s quote and her confirmation, he said a simple sorry. I was even OK with that and asked him to go ahead and confirm the reservation.
I get a call from Ishaq on 25th April late in the evening that the booking has been confirmed and the confirmation voucher has been sent to my email. I checked the email in the morning on 26th April only to find that they have booked a Standard Room, which costs Rs.1000. I called Yatra helpline in Delhi to check about the goof-up and then there I end-up speaking to Ms. Shalini, who assures me that she will call me in another half-an-hour and give me the status. I never get this call. Out of my frustration, I call the Bangalore office again and complain the same to someone who picked up the call. This guy tells me that the cost of a Deluxe room is Rs.1200(Surekha and Ishaq say it is Rs.1500) and that the rest of the amount would be reimbursed to me. This drove me crazy and I asked that guy to cancel my booking and believe me that guy said “we will be happy to do it”.
Then Ishaq calls me late in the afternoon and he has no clue about what has happened. When I tell him that he has confirmed a Standard Room for me instead of Deluxe Room, he apologizes and says he will get back to me. At last, by late evening of April 26th, I get a confirmation email from Yatra. And to add it up, all this while Surekha was apparently on leave. At last, I ended-up paying Rs.1800 more for transportation and site-seeing.
The things to complain are:
The executive does not provide correct information
Different people quote different price
When one person is on leave, the others have no clue about the customers that person was handling
They don’t give the confirmation on time
It would have been better if I had booked the hotel directly through the hotel instead of going through Yatra. Also, I did not get any discount on the hotel charges as they claim.
My humble advice, never ever go to Yatra.com again. I wish somebody from Yatra.com sees the reviews here and responds.