Ref: Our booking for Mumbai Munich flight via Istanbul (Turkish Airlines) on 22nd September 2018..Trip ID.18022677468.Ticket attached for reference.
Sub: Unsatisfactory service from "Clear Trip" Towards rescheduling of the above referred ticket due to error in Visa date (23/9/2018) by the Austrian embassy.
Sir, With reference to all the above I have to state the following:
I and my daughter Ahana Thosar are going to travel to Austria on the 22nd September (this month) and had booked our tickets through Clear trip on...............
Due to an error from the Austrian embassy our Visa start date was given as 23/09/2018.
As there was not enough time left to get the visa date corrected, we decided to reschedule our flight.
Our options were :
a) Rescheduling to the 23rd or
b) Getting a Sector changed, which would have allowed us to stay in Istanbul for a day, at our own costs. We were also ready to pay the necessary charges for the revision, which if handled correctly by your staff would have been reasonable.
In response to this, the service that we received from your office employees on phone was absolutely pathetic and unprofessional.
They kept delaying the decisions and in the end after 3 days of continuous follow-up on phone, they came up with a cost which was more than the actual ticket cost.
The Synopsis of my daughters conversation with your office staff (Call center Toll Free no..............) is stated below for your reference.
Call Number 1:
First call to the Clear Trip Call Centre ( +91-9595333333) - made at 13.30 hrs on the 16th of September 2018 - as soon as we found out that the visa issued by the Austrian Embassy in India was is valid from the 23rd of September instead of the 22nd, the date for which our onward Turkish Airways flights from Mumbai to Munich via Istanbul was scheduled.
Trip ID: 18022677468
The called was answered by a certain Shreya/Shreeya who said that she would have to email their other team, they would calculate the amount required to reschedule the flight and arrange for a call back within 2 hours. The call never came.
Call Number 2:
Another call the following day i.e. on the 17th of September 2018 at 9.42 am. I do not recall the name of the person that answered that call. But I had to explain my problem all over again and once again I was assured that I would get a call back.
Call Number 3:
At 11.19 am, on still not having heard from Clear Trip, I called again, this time to have to explain the whole issue again to a certain Chanakya. That call went on for 30 mins 9 secs only to have ended with the assurance of a call back again.
Call Number 4:
At 14.24 hrs, when there was no word from Clear Trip, I called again. The usual procedure of having to explain everything to the person that answered was followed finally by them being able to give me a definite figure of the rescheduling charges (approximately Rs.18,000/passenger). In the mean time we needed to cancel Makarand Khare's booking altogether (Makarand is my friend who had to cancel his trip) which I asked Chanakya to do while we made a decision about the rescheduling considering the now known charges for the same.
An alternative option we thought of was: since we were able to get a Turkish Visa easily we wanted to know if they could reschedule only the second leg of the flight for us i.e. flight No. TK1633 from Istanbul to Munich to the 23rd of September 2018. This would save us money as well as allow us a chance to visit Istanbul.
Chanakya informed us that he could not do this for us. So while he was cancelling Makarand Khare's booking for me and had put me on hold, I made a call to the Turkish Airline. They said that they on their end cannot make that change until 24 hours prior to departure but the travel agent through whom we had booked (Clear Trip) were authorised to do it.
So I asked Chanakya if he was sure they couldn't help me with rescheduling the flight from Istanbul to Munich as the airline had say they could. He said he'd have to reconfirm and promised to call me back. Please note, this particular call had gone on for 47 mins 52 seconds.
Call Number 5:
As usual, there was no call back. I dialled them at 17.23 hrs to have to explain everything again to Divyansh who promised he'd look into the matter personally and get back to me within 2 hours. The call with Divyansh had lasted 34 mins 16 sec.
Call Number 6:
I called again at 19.09 hrs to be told that Divyansh was on another call and would call me within the next 5 mins. I was told the same thing when I called again at 19.28 hours.
Call Number 7:
At 21.05 hours I made another call and was told that Divyansh would call me back within 5-10 mins one more time.
Call Number 8:
At 23.06 hours, I called and was told that Divyansh had left for the day and that someone else would call me back.
Call Number 9:
At 8.42 am yesterday, i.e. on the 18th of September 2018, I called, explained everything again to the woman who answered as I had had to do the 11 times I had called before then. She transferred my call to Brijesh Saha from the amendments team.
Brijesh was able to give me a quote of Rs.41,965/passenger for rescheduling which was more than the flight had cost us in the first place.
We had to cancel the flight were going to lose Rs.24630/passenger. However I refused to pay the Clear Trip Convenience Fees and Service Charges on account of the extreme inconvenience caused to us and the horrible service provided.
They complied but we still lost almost Rs.23,000/passenger.
After this experience and after wasting so much time and energy, we had to buy a fresh ticket of Etihad Airlines at a cost of INR 50000/ each a total of 1 lakh INR.
If our call was taken in the right sprit of customer service in the first place and acted upon by your staff, we would have had to pay a much less amount as stated by your staff then.
Besides this a continuous mental harassment of calling and creating anxiety at our end has also been suffered by us. In view of all this and as a good service provider, I request for a refund for the entire amount I have lost due to the inefficiency and negligence of your staff.
The full refund will be a fitting way to demonstrate your commitment to good customer experience and quality of service standards.
We have also instructed our group leader Kedar Gogte (Green Earth Adventures) Because of whom all our group bookings were done through Clear trip to refrain from using Clear trip services in the future and will be hard put, to recommend Clear Trip to any of our close friends, family or acquaintances.
I would like to hear from you and look forward to getting a full refund.
My Email: [email protected]
Mobile no: 9822030129
Trip ID 18022677468: Mumbai Munich Return details
Flight 1: From Chatrapati Shivaji Airport to Munich on Sat, 22 Sep 2018
From To Leaves Arrives Airline Flight
Chatrapati Shivaji Airport (BOM)
06:25 10:40 Turkish Airlines TK-721
12:00 13:40 Turkish Airlines TK-1633
Flight 2: From Munich to Chatrapati Shivaji Airport on Wed, 03 Oct 2018
From To Leaves Arrives Airline Flight
14:40 18:20 Turkish Airlines TK-1634
Chatrapati Shivaji Airport(BOM)
20:00 04:45 Turkish Airlines TK-720
Name BOM-MUC PNR MUC-BOM PNR Total Price
Ms. AHANA THOSAR(Adult) U4KGMP U4KGMP Rs. 40,892.33
Mr. AJAY THOSAR(Adult) U4KGMP U4KGMP Rs. 40,892.33
Mr. MAKARAND KHARE(Adult) Cancelled Cancelled Rs. 40,892.33
Name Passport # Nationality
Ms. AHANA THOSAR Not Provided Not Provided
Mr. AJAY THOSAR Not Provided Not Provided
Mr. MAKARAND KHARE Not Provided Not Provided