Unfair Practices @ Ezeego. Review on Ezeego1

Please do not use Ezeego for your bookings inspite of the fact we get tempted offers from Ezeego1. I am also among those who thought why book directly with the airlines when I may get cashback / cheaper tickets from Ezeego.

I booked a ticket in the name of two passengers recently during the ICICI Cashback offer from Delhi to Hyderabad(EZR-2008-740423/A). As per the advertisement the cashback amount would be the sum of the authorization code of the credit card transaction. The amount of cashback and the authorization code is supposed to be displayed immediately after the transaction on the booking page itself.

In my case the cash back details were not displayed. I raised this as a query using the website and I called up the Ezeego folks to see why I did not get the cashback information. I was told since the holder of the credit card used for this booking is not one of the passenger travelling, this booking was not eligible for the Cashback. I realized this later and was fine with the reply as this was mentioned under Terms and Condition of the offer which I ignored.

For some reasons I had to cancel the ticket for one of the passengers.There is where the dis-satisfaction starts. I was told that as per the procedure I need to cancel this with the airlines and they would provide me with the reference number which I need to give to them to process refund. I checked how much would be the loss and they told me that since this booking doesn't qualify for cashback offer only Rs. 750 would be deducted by the airlines towards cancellation charges and no handling charges would be deducted.

I started waiting for the refund. After about 7-10 days I saw that my credit card account got credited with the Cashback amount(which it was not supposed to be). Also the refund was made in which they deducted the Cashback amount which they credited and also deducted the handling charges of Rs. 500.

My simple question is that this transaction should be considered either under the cash back offer or not valid for cashback offer. Either give the cashback and deduct the handling charges for cancellation, or don't give the cashback and don't deduct the handling charges. These are the unfair practices I wanted to highlight. They have reverted the cashback amount and charged the handling charges.

Upon complaining this through email, an auto acknowledgement came(query Reference Number is 168755) that team will respond shortly. No response even after 7 days. When I called them the Executive "Ramya" was very rude, impolite and stubborn arguing that she checked with the accounts department and the amount credited is correct. She was not even ready to listen to what I was trying to say. I got so frustrated and asked her to open an excel file and do these calculations. Again and again like a recorded script she was saying, no that is correct. I had to literally scream saying "Hear me out". I think my scream made her listen. I explained the calculations and she realized that there has been an error in refund. Again after a long hold, I got to know that I will have to wait for 48 hours. When I requested her to escalate the call to some one senior she very stubbornly refused to do that. She was so rude that I cannot expect that from any merchant.

Technical errors in transactions can happen. There can be delays due to multiple reasons, that is also fine. But this complaint is about the culture / policies / processes of Ezeego Travels. As some of the people have rightly mentioned in their reviews, Ezeego feels that let the customers keep calling, keep sending emails, they don't want to provide service, I have realized that this is very true. They have a complacent attitude towards customers and feel they can cheat customers.

Personally I would never like to use services of Ezeego given the time I had to spend in complaining all this and still the things are not yet sorted out.

Thank you.

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ADDED LATER

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After I posted this review on Mouthshut and forwarded a copy to the Deputy General Manager, I got a call next day from the office of DGM. The person was courteous, apologised for all the inconvenience I had to undergo and assured that she would take up this case on a priority basis and ensure every thing is resolved to my satisfaction. She took all the information from me, kept informing me of the progress happening. But believe me, though I have got the issue settled, processes are really broken at Ezeego. It took them more than 20 days to finally process the correct refund amount even after it was escalated to Deputy General Manager - Mr. Menon. It was not at all a pleasant experience using the services of Ezeego. Even if they are giving 5-10% cashback, it is not worth taking the pain of testing the services of Ezeego.