Narendra Patil shares his Paytm Travel booking experience where the bus never arrived, contact numbers were wrong, and refund promises were not fulfilled. Complaint published on Choice4Voice.com to demand accountability.
Complaint Summary : Paytm Travel Complaint – Narendra Patil Reports Bus No-Show, Wrong Contact, and Refund Delay on Choice4Voice.com
| Complainant Name | Narendra Patil |
|---|---|
| Company Name(s) | Paytm Travel (One97 Communications Ltd.) |
| Nature of Complaint | Bus no-show, wrong contact details, delayed refund |
| Incident Date | 8 August 2025 |
| Incident Details | Bus failed to arrive at boarding point despite customer waiting 1 hour in advance. Contact number on ticket was wrong/unreachable. Customer care kept him on hold for 40+ minutes. Refund promised by 9 August not received as of 13 August. Support chat showed “technical error.” |
| Location Mentioned | Surat to Dhule, India |
| Main Issues Raised | Service failure, financial loss, mental stress, and negligence |
| Original Post Platform | |
| Original Post Link | View LinkedIn Post |
Case Overview
At Choice4Voice.com, we document genuine consumer complaints to ensure companies are held publicly accountable when service standards are not met.
In this case, Narendra Patil, a full stack developer from Surat, booked a bus ticket from Surat to Dhule via Paytm Travel (Booking ID: 25715686282) for 8 August 2025.
He reached the boarding point one hour before departure, only to discover that the bus never arrived. Efforts to contact the operator failed because the phone number on the ticket was incorrect and unreachable.
When he reached out to Paytm’s customer support, he was kept on hold for over 40 minutes with no resolution. Eventually, Paytm promised a refund by 9 August 2025, but as of 13 August, no refund has been credited. The situation worsened when Paytm’s own support chat displayed a “technical error” when he attempted to provide booking details.
This is reportedly the second time he has faced such a failure with Paytm Travel. According to Narendra, this isn’t just about financial loss it’s about time lost, stress caused, and negligence from a large service provider.
Key Concerns Raised
- Bus No-Show – Service failure despite confirmed booking.
- Wrong Contact Information – Inability to reach the operator for assistance.
- Customer Support Delays – Long hold times with no concrete help.
- Refund Failure – Refund not processed by promised date.
- Repeated Incidents – This was the complainant’s second bad experience with Paytm Travel.
Why This Matters to Consumers
Such incidents not only cause financial inconvenience but also raise serious questions about accountability in online travel platforms.
When a service provider fails to:
- Ensure accurate operator contact details,
- Provide timely refunds, and
- Offer effective customer support,
it results in erosion of consumer trust.
Choice4Voice.com urges Paytm Travel to take this complaint seriously, implement robust operator verification measures, and improve refund timelines to restore customer confidence.
Choice4Voice.com 20-Question Consumer Awareness Q&A
Q1: What should a passenger do if their booked bus does not arrive?
They should immediately document the incident with photos, note the time, and contact the travel operator and booking platform for resolution.
Q2: Is a customer entitled to a full refund if the bus never shows up?
Yes under Indian consumer law, if the service is not provided as promised, the customer is entitled to a full refund without deductions.
Q3: How can wrong contact details be prevented in bookings?
Platforms must verify operator information before ticket confirmation, and customers should cross-check details a day before travel.
Q4: Can long hold times in customer support be considered service deficiency?
Yes excessive hold times without resolution can be treated as poor service under the Consumer Protection Act.
Q5: What is the typical refund timeline for online bus bookings?
Most platforms claim to process refunds within 3–7 business days, though actual timelines vary.
Q6: Can a customer claim compensation for mental stress in such cases?
Yes customers can file a claim in consumer court for compensation beyond the ticket price if mental stress and inconvenience are proven.
Q7: What evidence should be kept for refund disputes?
Screenshots of booking confirmation, chat transcripts, call logs, and any written promises from customer care.
Q8: How can repeated service failures be escalated?
By filing an official complaint with the National Consumer Helpline (NCH) and tagging the company on public platforms like LinkedIn and Twitter.
Q9: Are online travel aggregators responsible for operator failures?
Yes they are responsible for the end-to-end service they sell and must coordinate with operators to resolve customer issues.
Q10: What penalties can be imposed for false or wrong booking details?
Authorities can impose fines for misleading customers under the Consumer Protection Act and IT Rules.
Q11: How can Choice4Voice.com help in such situations?
Choice4Voice.com publishes verified complaints to apply public pressure and encourage faster corporate responses.
Q12: Can Paytm be held liable even if the fault lies with the bus operator?
Yes the booking was made through Paytm, making them a contractual party responsible for service delivery.
Q13: How can customers avoid such situations in the future?
By verifying operator contact details before travel and booking through platforms with strong refund track records.
Q14: What role does the Ministry of Consumer Affairs play in such complaints?
It provides redressal mechanisms through the Consumer Protection Act and operates the NCH for grievance registration.
Q15: Is it legal for booking platforms to delay refunds beyond the promised date?
No if a specific date is promised, failure to meet it can be treated as breach of contract.
Q16: Can technical errors in customer support be challenged legally?
Yes repeated technical failures preventing complaint registration can be used as evidence in consumer disputes.
Q17: How does public posting help in such cases?
Public complaints increase visibility, forcing companies to respond to protect their brand reputation.
Q18: What are the signs of poor accountability in online booking platforms?
Inaccurate information, slow refunds, inaccessible support, and repeated unresolved incidents.
Q19: Can customers demand an alternative arrangement instead of a refund?
Yes customers can request a rescheduled bus or alternate travel arrangement at no extra cost.
Q20: What immediate steps should Paytm take in this case?
Verify the incident with the operator, ensure an immediate refund, compensate for the inconvenience, and audit operator details to prevent recurrence.
At Choice4Voice.com, we stand by consumers like Narendra Patil who demand transparency, timely refunds, and reliable service from booking platforms. Trust is the foundation of online travel, and companies must work to protect it.
