Online ticket booking fraud

[complainthub]

Dear @nikhil_wahal Ji,

As per your concern, you booked a bus ticket from Varanasi to Delhi via Yatra.com, but the bus was cancelled without any prior notice. Upon seeking a refund, you were asked to show your credit card details on a video call by their customer care representative. When you refused (rightly so, for security reasons), the representative became abusive and disconnected the call. You have the booking reference number and other relevant details, as well as the WhatsApp number and customer care number of the person involved.

This situation involves:

1. Deficiency in Service (Consumer Protection Act, 2019).
2. Unfair Trade Practice (asking for sensitive details for refund).
3. Abusive Behavior and Harassment.
4. Possible fraud or scam attempt by the customer care executive.

Immediate Steps to Take:

1. Do Not Share Sensitive Information: Never share your credit card details on a video call or any mean of communication. This is highly suspicious and likely a scam.
2. Lodge a complaint with Yatra: You can call at the official Yatra helpline number +911206907420 (hotels), +911206907410 (domestic holidays), or +911206907415 (international holidays) or email bus@yatra.com/support@yatra.com. You can also lodge an online complaint by following these instructions:

@complainthub

• Visit Yatra’s official website: https://www.yatra.com/
• From the ‘Support’ section, click the ‘Contact Support’ option or “Talk to us” to chat with a live agent.
• From the contact page, click “Email”, “Contact Us”, or "Claim refund’ to make your complaint.
• Fill out the required details in the online complaint form including your booking ID and the issue faced (cancellation, booking, refund, quality of service, or travel insurance).
• Submit the form.

Finally, make a note of the acknowledgement number provided for future reference. You can also send your suggestions & reviews to Yatra management by email at yatramanagement@yatra.com.

3. File a Consumer Complaint: Visit the National Consumer Helpline (NCH - https://consumerhelpline.gov.in/) portal and file your complaint under Deficiency in Service and Unfair Trade Practices. Attach proof of booking and describe the incident.

You can also s end a Legal Notice: Draft a legal notice to Yatra.com demanding an immediate refund and compensation for harassment and inconvenience. Give them 7–15 days to comply.

4 Lodge a Police Complaint: Since abusive language and potential fraud are involved, you can file a complaint with the Cyber Crime Cell for harassment and attempted fraud under the **Bharatiya Nagarik Suraksha Sanhita, 2023 (BNSS)**​. For this, you can call at 1930 or use the National Cyber Crime Reporting Portal (cybercrime.gov.in).

Advice :

If Yatra fail to refund your money, approach the District Consumer Disputes Redressal Commission under Section 34 of the Consumer Protection Act, 2019​. You can do this through the E-DAAKHIL portal.

If still need help, reply to us.