Cleartrip Took My Money and Did Not Book the Ticket

Dear Hrush (cofounder) and Customer Support,

Hi, I’m Kiruba Shankar, CEO of Business Blogging and Technology Columnist at Business Standard and The New Indian Express.

I booked a return flight ticket for me and my wife to Kuala Lumpur (Malaysia) via Cleartrip. The Trip ID is 905210061. I paid Rs.24K and an addition Rs.4K for the tickets. I received the ticket confirmation mail with the details. I took printout of the mail and took it with me to the airport for the Check-in.

Just two hours before departure when I went to the airport to check-in, I had a rude shock when the Airline personnel said my ticket was “void” and that I cannot travel. (my wife’s ticket was valid but my ticket was void).

When I have paid the ticket amount in full many days in advance AND received a confirmation of the ticket both via email and phone, why did this happen?

Finally, I had no choice but to purchase a new ticket at a higher cost at the airport for me to go for my important business trip.

I kindly request your response in writing to the following queries.

1) Even though I paid the money in full, why did such a glaring discrepancy happen? How can I not be given a valid ticket event though I paid my money in full?

2) Your poor customer service and booking mechanism has resulted in a loss of Rs.9850 to me. I had no choice but to buy a new ticket at a higher cost just 35 minutes before the flight departed. You have taken my money for a ticket that you did not issue. I demand you refund that money to me.

3) If there was a new Ticket number, why did the customer service NOT send me an email about it? How am I supposed to know if there is a new ticket number if you don’t inform me?

4) I want you to confirm if my return ticket (both for me and my wife) on June 12th from Kuala Lumpur to Chennai is confirmed and valid. I do not want any more nasty surprises waiting for me at the airport. Please send me in writing that my tickets for which I paid is valid.

I’m in Kuala Lumpur right now and will not be accessible on my mobile phone. Hence request you to send all explanations via email. If you want me to call you, please let me know and I will do so.

Look forward to your explanation ASAP.

Dissapointedly,

Kiruba Shankar

Hi, a small correction in the second paragraph of my previous email. It should read as, I booked a Round-Trip flight ticket to Kuala Lumpur (Malaysia) for me and my wife via Cleartrip.

Kiruba – At the onset, let me apologize for the inconvenience caused to you while boarding the flight to Kuala Lumpur.

We are investigating the “Void” part and will take some time to revert.

As per the system, the return journey ticket for your wife is confirmed, however since you had purchased a new ticket at the Airport, we would require the New PNR and Ticket Nos. of the same.

Also, please let us know whether you purchased a One Way or a Return Ticket at the Airport.

Please let us know your direct No. in Kuala Lumpur in order to get in touch with you immediately else, you can call us on 022 40554999 and we would be glad to assist you.

Hi Nikhil,

Appreciate the response.

Let me get down to answering your queries.

I have booked only the Chennai to Kuala Lumpur flight ticket. Will mail across the details of the ticket to your email id. I also have the bill as proof of purchase of the new ticket.

I understand from your message that my return ticket is not confirmed yet. Kindly ensure that this is sorted out.

Just to let you know that the second reason why we are in Malaysia is to celebrate our wedding anniversary. I may be just one more customer and this one more complaint to Cleartrip, but to me this occassion is extremely special. I have planned this vacation with a lot of care and love and to see someone spoil the entire mood is quite…frustrating.

I have mailed you the phone number of the hotel I stay in and the room number. I will be in my room till 5:30 pm Indian time. After that I will return back to my room at 9:00 pm. So, you can call me before 5:30 pm or after 9 pm tonight.

I look forward to your call and finding a quick solution to the entire mess.

Regards,

Kiruba

Kiruba – As per our discussion yesterday, new tickets have been emailed across to you.

Please send us the ticket details of the one you had to purchase at the Chennai Airport and we’ll arrange for the refund of the same.

We assure you that you will not have any problem at the time of boarding from Kuala Lumpur.