They are inconsiderate and have no courtesy towards their customers when in crisis. My parents had booked for the Char Dham yatra for this trip but unfortunately my father fell sick a week before the trip. After a few email exchanges and letting them know a week earlier that we are in an emergency and it is not on purpose that we are cancelling, they decided to not give us back the money that we have spent for this trip.
We even asked if they could hold our seats for the next trip which was also denied. We did not ask for the whole money to be given back to us. But at least some of it could have been returned to us.
Nevertheless this place does not consider their customers as valuable and only seek money. Thoroughly disappointed with the service. Even their so called email suggestions were useless and unhelpful.