UPDATE FROM ASHWIN (dated 20th Jan. 2013):
“Well i have received the refund. Well done Yatra, now this does give me the confidence to undertake future Yatra’s through you :))”
added by Asha Chaudhry
Editor
20/1/2013 – 9.35am
****************************************************************************************
I had booked a Kingfisher Flight flight (Mumbai-Delhi) for 9th Dec 2012 through www.yatra.com. The flight got cancelled due the reasons know to all. I received a call from the Customer Care of yatra saying that the refund will be processed in a week. But till date i’m waiting for the refund. In fact there has been no communication from yatra its me who is doing the follow up they do not bother to keep me informed about it.
Status: Still waiting for the refund.
Now take this for comparison:
I had booked a connecting Jet Airways flight (Delhi-Bagdogra) for 9th December 2012 through www.makemytrip.com. I cancelled this ticket 1hr 45 min before the departure of the flight normally you need to cancel 2 hrs before the flight. I called up the customer care number at around 9.50 am the departure from Delhi was at 11.35 am. The Customer Care was so good that they helped me with the entire process when i explained how i was unable to find my ticket number. Not for a moment did they tell me that you are late and hence the ticket will not be cancelled, they could have very well said so. Now some would say why did i not cancel earlier. All this while i was of the view that the ticket is non refundable. But my sister who was taking the same flight on her way to the airport messaged me saying it is non refundable, then i sprung into action. To be very frank i was not very hopeful that my ticket will be cancelled.
Status: Refund processed within a fortnight without any followup.
Apart from mailing yatra. I have send tweets to @TheVijayMallya, @flykingfisher and @YatraHolidays. In response to one of my tweets i get the following response from Yatra.
The mail says untill KF pays them i shall not get the refund. Now when the entire flight was cancelled how can the company keep the money. Isn’t this cheating??
Best part is yatra tells me that i should call them up if i want an update on the status of the refund. Now isn’t that the duty/obligation of the company to do so.
After the experience i have had i would strongly advice using services of www.makemytrip.com for their excellent customer service and high standards of quality they adhere to. Clearly avoid yatra.
However i have written to Dhruv CEO Yatra today let me see what response do i get. Not very hopeful though.
Sai Rodinhood Pothuri
Dear Ashwin
Thanks for sharing your experience, It helps a lot, Sure but one more important point in mind,
If Suppose the same problem with KF Airlines happens in Make My Trip, then you might also be knowing that Do MMT also tell you the same yatra response or will it refund back . because other than KF airlines all airlines are working well as on date.
So the main core point is do all these OTA’s Sell Tickets on behalf of airlines? and get cash by end of day ? or end of period ? or Do these OTA’s maintain some cash reserves with all airlines, so when ever customer cancels the ticket the amount will be refunded back on same day. and these OTA’s can get the same amount from airline according to specific time terms.
Hope some one clears my query 🙂
Thanks
Sai Pothuri
http://www.beautona.com
Nameet Potnis
Hi,
I can imagine the situation you find yourself in. Like Sai has mentioned in the other comment. Yatra/MMt/Cleartrip/via.com etc all plug into similar systems (SABRE etc) to book these tickets on behalf of the Airlines. The money is processed by the Bank and forwarded to the Airline.
The Airline then cumulatively passes on pre decided commission to these merchants. I really do feel bed for the way you have to run pillar to post to get your money back, but the truth is Kingfisher has your money. Yatra can refund you once Kingfisher clears that money to them. Yatra is right when they say chase Kingfisher.
(On a lighter and more serious note: There are some more people waiting for a ‘Refund’ of sorts from Kingfisher. Have mentioned them in a list below:
I think the guys above might get paid before Kingfisher employees get paid (if at all). And then they might clear dues to Passengers. 🙁
P.S: I hope you don’t mind my reply, just trying to make light of serious situation and brighten up a Friday afternoon. 🙂
Raghav Bhasin
Dear Sai,
I do hope I can throw some light on your questions above. All airlines collect money from Travel Agencies / OTAs using a global body called BSP (Billing & Settlement Plan). LCCs (Indigo, Spicejet, etc do not use this and hence are prepaid)
When an OTA books a ticket on a Kingfisher / jet / Lufthansa, etc… they have time up till 15 days to make the payment to the airline. Every fortnight the GDS (Amadeus, Galileo, Abacus, etc…) will list out the BSP report and advise how much money needs to be paid.
Depending upon when Ashwin made the booking, it is possible that the OTA would have paid BSP or not (If it is more than 15 days before the departure).
At this point a lot of companies are pressured by Kingfisher due to non payment. I do know Yatra as an organisation as well as Dhruv personally and I am sure that this money will get refunded soon. Just that you cannot expect the company to refund the money if they have not got it back from the principal and are unsure of getting it back.
I hope I have been able to help. In case you have any question, please contact me @ raghav@raghavbhasin.com
Sai Rodinhood Pothuri
Good Points shared, Thanks and yes will sure contact you if any question arises
Thanks
Sai Pothuri
http://www.beautona.com
Ashwin Adhikari
Was away for few days. Just to update. I did get a response from Yatra after i wrote to the CEO Dhruv. In fact the response was pretty swift. I received a mail and message saying the refund will be processed asap. Need to check my CCrd for the refund status.But i have personally found that the customer service of MMT is way ahead. Yatra has a lot of catching up to do.
Sai Rodinhood Pothuri
Thats Quite Good News, Things finally move.. all we have to do is to have some patience
Thanks
Sai Pothuri
http://www.beautona.com
asha chaudhry
thank you for this update ashwin. this is the very reason why we have a pain in the butt category – for people to share their experiences – and for other members to react and suggest a solution or point you out to the right direction.
raghav’s comment and insights were bang on. i’m sure his faith in yatra encouraged you to write to the ceo, ashwin!
a concerned rodinhooder pointed out that this post was not fair [because you’ve compared apples and oranges].
my take was different. this is where we all learn from someone’s experience (bad or good). and this is how other rodinhooders are able to throw light on such issues and suggest ways to resolve it!
ashwin, once you receive your refund, pls let us know – we’ll add a special edited note to your post!
all the best!
Ashwin Adhikari
Well i have received the refund. Well done Yatra, now this does give me the confidence to undertake future Yatra’s through you :))
asha chaudhry
i think this is just awesome ashwin!!! thanks for sharing this – it’s been a learning experience for all of us who frequently use travel portals.
i’m adding your comment up in the beginning of the post as an edit in today’s date so that everyone knows you had posted this post in good faith!
take care ashwin and keep travelling!