| Name of Complainant | |
| Date of Complaint | May 23, 2021 |
| Name(s) of companies complained against | Yatrs.com |
| Category of complaint | Tours & Travels |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I had booked a ticket for a connecting flight of British Airways from Bombay to Montgomery via London with British Airways’ agent yatra.com (https://www.yatra.com/) vide Booking reference 2101210115920. British Airways had cancelled the flight on 11-2-2021. So, yatra.com rescheduled my travel on 13-2-2021 on Flight No.BA0138 vide Booking reference 6UMO5Z. Accordingly, I reached Chhatrapati Shivaji Maharaj International Airport on time. I had valid travel documents including a US VISA. However, the British Airlines staff did not allow me to board the flight. British Airways asked me to contact Yatra.com for a refund. So, I requested Yatra.com for a refund of my unused ticket. Yatra.com has refused to refund the full amount of my unused ticket. Yatra.com vide email dated 30 March 2021had intimated to me that the total cancellation charges would be Rs.11063/- including the Airlines Cancellation Penalty of Rs.7000/-. However, Yatra.com vide the email dated 15th May 2021, Yatra.com intimated to me that the Airlines Cancellation Penalty would be Rs.10234.14/- and the total cancellation charges would be Rs.13,647.14Ps. I, therefore, vide email dated 15th May 2021 sought clarification from Yatra.com about the variance in the cancellation fees stated in the email dated 30 March 2021 and 15th May 2021. Yatra.com vide the email dated 17th May 2021 intimated to me that the Airline Penalty would be Rs.7000/- and the total cancellation charges would be Rs.13027/- Yatra.com is thus, taking a contrary stand to defraud me of my money. Yatra.com wants to earn money both at the time of booking and cancellation of the ticket in the name of Service Fee and Convenience Fee.
Yatra.com vide email dated 9th April 2021 had intimated to me that I have an option to utilize the value of the ticket towards the purchase of a new ticket on American for travel to begin within one year of the original ticket issuance date. So, I vide email dated 28th April 2021 requested Yatra.com to help me book a return ticket from the value of the unused ticket. However, Yatra.com vide email dated 8th May 2021 asked me to contact the Airlines. Whereas, British Airways Customer Relation vide the email dated 20-4-2021 had intimated to me that Yatra.com is the owner of my reservation and is responsible for helping me before or during my journey, as part of my contract with Yatra.com. This should include making any changes I need, correcting a ticket if there’s a spelling mistake in a name, or cancelling my tickets if I am unable to travel, as well as providing other travel advice and adding service requests, and called upon me to contact Yatra.com regarding the refund of your unused ticket. Thus, both Yatra.com and British Airways have been passing the buck to one another. So, I request that strict action may please be taken against Yatra.com for committing a breach of the contract.
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