Service and trust works side by side, if you want people to trust you, you have to provide good service, if you want your service to continue, you have to earn people’s trust.
Now, did Yatra manage to earn the trust of its customers with their service?
Foundation and Operation
Yatra was founded on August 1st, 2006 in Gurgaon, Haryana, India by three visionaries, Dhruv Shringi the current CEO, Manish Amin the CIO and Sabina Chopra the COO.
Shringi was born on July 14th, 1973 in India, he holds a MBA from INSEAD and is also a qualified Chartered Accountant.
Yatra was the second largest online travel website in India by 2012. How are they doing today?
What people are saying
Mouthshut.com provided a section for customers to write their feedback about Yatra. There were a mixture of good and bad reviews, some were saying that Yatra is the “King of offers,” while others call them “fraud and cheaters.” However, according to the results, 77% of the reviews gave Yatra one star and only 6% gave five star.
Most of the negative reviews were detailed and long, it seems that Yatra tends to mislead people with their offers especially with their packages. Do they do it on purpose or were they just honest mistakes? A fellow from India was disappointed when he found out that the “full package,” he reserved didn’t include baggage. When he complained, the company asked for extra charge for baggage allowance.
Yatra is being accused of providing fake promotions by angry customers. It may seem wrong for this accusation to be too harsh, but the thing is, those reviews were written to explain truthfully how they were deceived by Yatra.
Yatra’s main promotion is their “super savers” deals, customers can book flights in seconds. Checking and altering flight status can only be done if you have an personal account on their website.
Availing hotel reservations, car rentals and train transportation can be managed on their website. According to their website, over 30,656,710 travelers trust their service, the painful thing to consider is, happy customers don’t usually think about posting positive reviews online. Their website looks really good, all information is organized and easy to navigate.
By using their mobile app, people can easily browse flights deals on their smartphones. Not only that, hotels, buses, trains and other travel services are accessible through their application.
Their customer service is not available 24/7, here are the phone numbers and office hours for phone support.
|Travel Product||Phone Number||Sales Support Timings||Service Support Timings|
|Domestic Flights||1860 200 0800||Only available Booking Online||06:30-00:30|
|International Flights||1860 200 0500||06:30-00:30||06:30-00:30|
|Domestic Hotels||1860 200 1000||10:00-00:30||06:30-00:30|
|International Hotels||1860 200 0900||10:00-21:00||10:00-21:00|
|Domestic Holidays||1860 200 1800||10:00-00:30||10:00-00:30|
|International Holidays||1860 200 0900||10:00-22:30||10:00-21:00|
|US to India Flights||1 888 469 9287||24 x 7||24 x 7|
They also provide email support by allowing customers to submit their complaints. A FAQs page is also included to provide the information customers need.
Their main office is based in Gurgaon, Haryana, India. Yatra won three awards at the India Tourism Awards 2012-2013. The awards were:
- Outstanding performance as a Domestic Tour Operator (Rest of India)
- Outstanding performance as a Domestic Tour Operator in Jammu and Kashmir
- Outstanding performance as an Inbound Tour Operator.
Website URL: http://www.yatra.com/
|Domestic Flights||1860 200 0800|
|International Flights||1860 200 0500|
|Domestic Hotels||1860 200 1000|
|International Hotels||1860 200 0900|
|Domestic Holidays||1860 200 1800|
|International Holidays||1860 200 0900|
Head Office Address: Gurgaon, Haryana, India
It’s hard to tell the current stature of Yatra right now, but they seem to be surviving after all these years. Regarding those negative reviews, no company is perfect, eventually they’re going to bump heads with frustrated customers. Still, Yatra needs to prove their credibility by expanding and being more active about their service.