#Coronavirus: SpiceJet, Indigo & Others Are Still Charging Cancellation Fees; MakeMyTrip, Yatra Helpless In Aiding Customers? [Updated]
We have received an official statement from Yatra.com, wherein they have promsied to waive off all cancellation charges, for all customers
–Dhruv Shringi, Co-Founder and CEO, Yatra.com said, “Considering the prevailing situation of COVID-19 epidemic, we at Yatra.com have waived off our flight cancellation charges till March 31, 2020. For regions where airlines have cancelled their existing and new flights, we are offering full refund to our customers. We are constantly in touch with our airline and hotel partners on working out more benign policies for the rescheduling and cancellations and passing on these benefits to our customers. This is an unprecedented situation and our call volumes have increased by over 8 to10 times from normal levels, however, the Yatra customer service teams are working tirelessly round-the-clock to assist travellers with whatever support they require. We have added more capacity across our channels to deal with the surge in customer query volumes.”
With the dangers of Coronovirus escalating by the second, almost the entire nation is cancelling all their plans, including weddings and trips as well.
But online travel agents, such as MakeMyTrip and Yatra.com, are not showing any empathy towards the tourists cancelling their trips and are levying cancellation charges on the customers trying to cancel their upcoming trips.
Frustrated customers are complaining on social media platforms about the companies charging high cancellation charges.
What is the companies’ response to the complaints against them? Read on to find out!
Heavy Cancellation Charges Levied On Cancelling Or Rescheduling Trips and Flights
Heavy cancellation charges are being charged by popular online travel agents such as MakeMyTrip and Yatra.com, as customers are cancelling all upcoming trips due to the Coronavirus spreading in the world left, right and centre.
The Facebook, Instagram and Twitter accounts of these companies is flooded with the rants and complains of the disgruntled customers. They have also complained about the unavailability of customer support staff and refund status.
Many of them are also sharing flight booking screenshots, some are displaying their discomfort with lack of customer support and the troubles of dealing with the standard chatbot replies during their attempts to reschedule flights or changing itineraries.
No One To Help Customers?
Despite the Directorate General of Civil Aviation (DGCA) advising all international airlines operating to and from India to waive off cancellation charges, or offer incentives, a majority of these complaints are directed towards airlines.
Online Travelling Agents Deny Allegations, Assure No Cancellation Charges On Domestic And International Flights Till 30 April
Saujanya Shrivastava, Chief Business Officer, MakeMyTrip said that the company will not be levying any fee for processing the cancellation or rescheduling requests, and this goes for all domestic and international flights up to 30 April.