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Customer Service – yatra.com

https://i1.wp.com/i52.tinypic.com/29hhd3.jpgThe case of “Paid Meal”

I had booked kingfisher flight tickets from Mumbai to Chennai on yatra.com, and being the researcher that I am; I looked at a number of websites for fare options, including flykingfisher (offered me the lowest price, Rs.14 lower than the lowest online price on yatra.com for that particular flight only).

Despite the lower price, I booked with yatra because they had a “Paid Meal” on the flight. When kingfisher said there are no free meals, yatra had the flights marked with “Paid Meal”

To confirm this, I called the yatra customer service, and asked for a confirmation, “I get the meal free on the flight? Yatra has already paid for it… “Errr… yes!”. I made the booking online. The ticket was confirmed and when I looked at the itinerary that was sent along with it, it read, “Meals to be purchased on board.”

The fight began. A number of emails were exchanged between me and yatra email customer support. They denied it everytime, with reasons like: “Kingfisher has stopped it, how do you expect us to provide it?”… “You have ‘Paid’ it in advance for the customer, confirmed on a phone call with executive”… “Kingfisher has stopped it from 10th Jan 2011, Please contact the airline if you want a free meal… “Kingfisher has the flight refundable, why do you make it non refundable. Yatra provides additional benefits to lure customers to booking flights on their system. I’ve used a number of offers in the past, ‘Paid meal’ is just another one, and why will the people from kingfisher be responsible for what you offer? Refund the money for the meal!”…

A public blog threat follows… “We are looking into this issue, request your patience…” No replies for a day, on enquiring about it, the same sentences are rephrased… At the end, some intelligent guy replied back… “Paid Meal, as a term used in aviation industry, is for those bookings where the passenger needs to pay extra for the meal inside the plane. The customers are expected to be aware of this term before making the booking. Hence, no refund or discount will be processed against this booking.”… “Paid Meal is only a general term that could also mean the meal is already paid for.”

At the end of it all, I did give the benefit of doubt to Yatra for this one. Paid meal can mean pay for the meal inside the plane, I was right in taking it as ‘the meal is paid for’, and since they had something going for them, I decided to quit it, after all I had paid only 14 rupees extra!

Verdict: Was quite happy with the way it ended. Yatra always replied back within a few hours except a few instances. Never had to make a call, which means their email customer service cell is quite efficient. The dude who confirmed paid meal on the phone was from Noida, what do you expect? If you know proper hindi, talk with them only in that. They know very less in English language.

It’s always better to get in touch with Customer service on email, because you have written proof of the conversations to point inefficiency and inaccurate details when you take it forward to managers of the company.

I didn’t win at the end, but I was happy with the conversations I had, more importantly the speed of their replies.

Kunal

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  1. August 4, 2011 at 12:34 pm

    a long blog on just ‘mumbo jumbo’ of words’- typical Kunal!
    Anyways it was ‘paid meal’ and not ‘paid for meal’…simply implies u have to pay for the meals. Yatra is not to be blamed for it!

  2. August 10, 2011 at 2:28 pm

    Dear Customer,

    Thank you for contacting us at Yatra.com.
    We sincerely regret the inconvenience this may have caused. Would request you to please share your booking details & contact e-mail to investigate further & assist you in this regard.

    Best regards,
    Yatra Care

  3. August 11, 2011 at 5:53 pm

    Dear Customer,

    Thank you for contacting us at Yatra.com.

    We sincerely regret the inconvenience this may have caused. Would request you to please share your booking details & contact e-mail to investigate further & assist you in this regard.

    Best regards,

    Yatra Care

  4. v.k.katiyar
    December 12, 2011 at 4:07 pm

    I v.k.katiyar, Manager, NHAI, booked train tickets and during the course transaction failed but cash has not yet returned in my account. katiyarvk@gmail.com

  5. R K MISHRA
    March 11, 2012 at 3:52 pm

    I have been booked from BHUBANESWAR TO THIRUVANANTAPURAM through YATRA.COM with ref.no.0803123619.I am advised to change plane at HYDERABAD.PL. advise whether I have to collect baggage at HYDERABAD or it will be automatically transferred to my connecting INDIGO FLIGHT.I am also trvelling with INDIGO from BHUBANESWAR TO HYDERABAD.

  6. Soumyakanti Chakraborty
    April 18, 2012 at 7:27 pm

    Thank you. I* was about to book from Yatra.com , when I googled “Paid Meal” and landed upon this page.

  7. ISHRAT
    April 6, 2014 at 7:54 pm

    I WANT TO TALK TO MR. SALMAN KHAN…. PLZ SEND ME HIS MAIL ADDRESS.. THANK U..

  8. ISHRAT
    April 6, 2014 at 7:55 pm

    SEND ME MR. SALMAN’S MAIL ID PLZZZZZZZZZZZZZZZZZZZZZZZ

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