Making online transactions has become quite common at the present time as it has made our lives very comfortable and easy-going. Booking tickets online makes it easy for us to plan our journeys but we come across several incidents where travelers face a lot of problems due to online booking system. One such incident happened with a traveler Ommy, who booked an AC Volvo bus ticket through Paytm mobile App from Pune to P&S Wakad.
The traveler wrote, “This is in response to the Bus booked from your app (Paytm mobile app) at 1.52 pm. I booked the bus from ‘Neeta Agency’ which departs at 2.00 pm from Pune and reaches P & S Wakad 3:05 PM. The Volvo bus reached the pickup point at 3:15 PM.”
Ommy booked the ticket for 20 Feb, 2016 and his PNR was 39719876. When Ommy entered the bus, he was shocked to see that another passenger was seated on his seat and despite booking confirmed ticket online, his name was not on the list of passengers which was with the conductor. When Ommy enquired, the driver and conductor shed their responsibility by saying that if his name is not in the list, his ticket is not booked.
Ommy did not let the bus depart without him and called all the numbers printed on the ticket but surprisingly each number was switched off. Then he tried the customer care of Paytm and it took nearly 20 minutes for him to get someone to talk on phone. He talked to the customer care executive for about half an hour and was offered refund too if he cancels his ticket; nevertheless, he had already made his preparations for the journey so refund was not the option he was looking for and at last he got a seat in the bus.
Ommy has paid for the AC Volvo but the driver of the bus was switching off AC regularly, making an excuse that “AC has failed”. It was no doubt becoming much inconvenient for the passengers, especially kids and elders. Ommy threatened the driver to make a complaint about this, after which he switched on the AC and much to the surprise of everyone, AC worked perfectly for the rest of the journey.
After the journey, Ommy took this incident on the social media and here came a rude shock for him when the social media team of Paytm blocked him, instead of trying to contact him and address his grievances. In fact, Vijay Shekhar Sharma, the founder of Paytm, declared it as a troll. This is what he tweeted:
However, now as the matter has come into public domain, the Paytm and Tour dealer agency, both are in touch with the customer and we hope that they both will learn some methods to improve their services and make sure this type of incident doesn’t take place again.
If you do have some ideas about how these companies can improve their services, do write in the comments section. Also let us know if you have experienced any such difficulty ever!