I have normally booked using cleartrip.com and generally happy with the process. First time ever I had to cancel a booking earlier in April due to a family emergency. I was made to run between the airline (Spicejet) and Cleartrip customer service several times to understand exactly who will be giving me the refund.
The biggest revelation was the absolutely callous attitude of the customer service towards customers who decides to cancel a booking. I was put on hold for long time (minimum 9 minutes as per their recorded message) every time I dialed the cancellation option.
However when I changed tactic and dialed the new booking option, I got through within a second to a customer service executive. Strange is’nt it? So they have separate lines for clients who need new bookings and those who wish to cancel their bookings. For all appearances they have limited bandwidth and all their lines are completely occupied. Very smart and devious!
Incidentally I also followed their instructions to send an email to their customer support with guaranteed response in 24 hours. Over 2 days since I sent the message with a reminder and I received only their automated response acknowledging receipt and giving the same nonsense about being very customer centric.
I am still waiting for a resolution to my problem. Any suggestions?