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Submit your complaint →Rucha J, Merchandiser at Macmerise and Ex-Category Manager at FirstCry.com, exposes a shocking Paytm Travels case a Pune to Nagpur bus never arrived, a 14-year-old missed his exam, and Paytm denied refund responsibility. Full story, legal options, and how Choice4Voice.com helps consumers take action.
Complaint Summary : Paytm Travels Complaint by Rucha J: Bus Never Arrived, Refund Denied | Choice4Voice.com
| Field | Details |
|---|---|
| Complainant Name | Rucha J |
| Profession | Merchandiser at Macmerise; Ex-Category Manager at FirstCry.com |
| Company Involved | Paytm Travels |
| Service Type | Intercity Bus Booking |
| Route | Pune → Nagpur |
| Incident Date | 18 October 2025 |
| Issue Type | Bus did not arrive; refund denied; invalid operator contact |
| Affected Passenger | 14-year-old boy (student) |
| Financial Impact | Full ticket amount withheld |
| Resolution Requested | Full refund and accountability from Paytm |
| Complaint Source | Verified LinkedIn Post |
| Complaint Status | Awaiting response from Paytm Travels |
Overview of the Complaint
Rucha J, a professional merchandiser at Macmerise and former category manager at FirstCry.com, has raised a serious complaint against Paytm Travels for a non-existent bus service and denied refund.
On 18th October 2025, she booked a Pune to Nagpur bus via Paytm, but the bus never arrived at the pickup point.
Even worse, the operator’s contact number was invalid, leaving passengers stranded for over six hours at night one of whom was a 14-year-old boy who missed his important exam the next day because of Paytm’s failure to provide service and support.
Despite repeated attempts to contact Paytm, only an AI chatbot responded, providing no real help or human resolution.
When Rucha escalated the issue on LinkedIn, Paytm finally replied but shockingly stated that the bus operator had declined the refund and asked her to contact them directly, despite the invalid contact details.
Complainant’s Statement
“The bus never arrived, the operator’s number was invalid, and Paytm refused to help. After waiting for 6 hours with a 14-year-old child, we were told to contact the operator directly who doesn’t even exist.
This is not just poor service; it’s unacceptable negligence. Paytm must take responsibility.”
— Rucha J, Merchandiser at Macmerise
Failure Points in Paytm’s Process
- Invalid Operator Details:
Paytm listed a fake or inactive operator contact number. - AI-Only Support System:
The customer was forced to interact with an automated chatbot instead of real human help. - Service Not Rendered:
The booked bus never arrived, violating consumer protection norms. - Refund Denied:
Paytm shifted blame to the operator, even though the transaction was made through its platform. - Emotional and Educational Impact:
A minor (14-year-old) missed an important exam a serious emotional and educational setback.
Legal Case Can Be Filed
If the issue remains unresolved, the following legal cases can be pursued:
| Applicable Law / Regulation | Description | Authority to Approach |
|---|---|---|
| Consumer Protection Act, 2019 | For deficiency in service and denial of refund | District Consumer Disputes Redressal Commission |
| IT Act, 2000 (Section 43) | For failure of an online platform to secure genuine service | Cyber Crime Cell |
| RBI Guidelines on Digital Marketplaces | For improper handling of third-party service payments | Reserve Bank of India |
| Contract Act, 1872 | For non-fulfilment of paid service obligations | Civil Court / Legal Notice through Choice4Voice.com |
| Juvenile Justice Consideration | Emotional distress caused to a minor passenger | National Commission for Protection of Child Rights (NCPCR) |
How Choice4Voice.com Can Help
Choice4Voice.com is India’s trusted consumer advocacy platform that helps victims of online negligence and service denial take legal and digital action effectively.
For Rucha J’s case, Choice4Voice.com can assist by:
- Drafting and sending a legal consumer notice to Paytm Travels.
- Filing a Consumer Forum complaint demanding a 100% refund + compensation.
- Guiding the complainant through the RBI and Cyber Crime escalation process.
- Publishing verified cases to ensure corporate accountability.
Consumers can report their experiences at www.choice4voice.com for visibility, credibility, and justice.
Step-by-Step Process: How to File a Complaint Against Paytm Travels
- Gather Evidence:
- Save booking confirmation, payment receipt, chat logs, and invalid operator number.
- Email Paytm Support:
- Write to care@paytm.com detailing your booking ID and issue.
- Contact Grievance Officer:
- Escalate to grievance.officer@paytm.com as per RBI’s digital complaint framework.
- File Complaint on Choice4Voice.com:
- Submit the verified case to amplify awareness and push Paytm for resolution.
- Approach Consumer Court:
- File through the District Consumer Forum demanding refund and compensation.
- Report to Cyber Crime Portal:
- Visit https://cybercrime.gov.in if fake operator details were provided.
Paytm Official Grievance Contact
- Email: grievance.officer@paytm.com
- Customer Support (AI): https://paytm.com/care
- Head Office: One97 Communications Limited, Noida, India
Expected Resolution
- Full refund of the Pune–Nagpur bus fare.
- Formal apology and compensation for mental distress and loss of opportunity.
- Removal or blacklisting of the fraudulent bus operator.
- Implementation of human escalation support for Paytm Travel users.
Author
Rucha J is a Merchandiser at Macmerise and former Category Manager at FirstCry.com, with a strong background in e-commerce and consumer product management. Her professional integrity and verified documentation make this complaint a credible case of negligence by a leading digital brand.
How Choice4Voice.com Works
- Complaint Submission – User submits a verified grievance with proof.
- Verification – Choice4Voice.com validates facts and authenticity.
- Publication – Case is published for public awareness and pressure.
- Escalation – Choice4Voice.com tags and alerts the company on LinkedIn and email.
- Legal Action – Guidance for filing with Consumer Court, RBI, or Cyber Crime authorities.
Frequently Asked Questions (FAQs)
Q1. What happened in the Paytm Travels complaint?
A passenger booked a bus from Pune to Nagpur, but the bus never arrived and Paytm denied refund responsibility.
Q2. Why is this case serious?
It involved a 14-year-old traveler stranded for hours and missing an exam, due to a company’s service failure.
Q3. Can Paytm be held responsible if the operator failed?
Yes. As per Consumer Protection Act 2019, the booking platform shares liability for the transaction.
Q4. What is the refund policy for Paytm Bus?
Refunds are required when the bus does not operate, as per Ministry of Road Transport guidelines.
Q5. What should consumers do when the operator’s contact is invalid?
Report the case to both Paytm support and Choice4Voice.com for immediate escalation.
Q6. Can I take Paytm to Consumer Court?
Yes, through District Consumer Forum under “deficiency in service.”
Q7. How to file a case online?
Visit https://edaakhil.nic.in and register your complaint with transaction proof.
Q8. What documents are required for filing?
Booking ID, payment invoice, screenshots, chat history, and correspondence with Paytm.
Q9. What is the timeline for refund resolution?
Paytm must respond within 15 days under the RBI’s grievance framework.
Q10. Can AI chat support be considered service denial?
Yes, if no real human assistance is offered, it can be cited as “deficiency in service.”
Q11. What compensation can be claimed?
Refund + compensation for distress, wasted time, and consequential losses.
Q12. Can Choice4Voice.com publish such complaints legally?
Yes, only verified, documented, and factual complaints are published for awareness.
Q13. What if the operator’s contact was fake?
File a cyber fraud report under IT Act Section 43 for misrepresentation.
Q14. Does Paytm have a grievance escalation level?
Yes – Level 1: Chat Support → Level 2: Grievance Officer → Level 3: RBI Ombudsman.
Q15. Can I tag Paytm on LinkedIn for faster action?
Yes, public tagging increases visibility and speeds up response.
Q16. How to avoid similar issues?
Verify operator legitimacy before booking and use platforms with verified vendor systems.
Q17. How long can a refund dispute take legally?
Consumer courts usually resolve digital service complaints within 45–60 days.
Q18. Does Paytm refund automatically if bus cancels?
Yes, when the cancellation is registered in its system not if the operator fakes confirmation.
Q19. What is Choice4Voice.com’s role in this?
To publicly document, legally guide, and ethically pressure companies to resolve complaints.
Q20. How can users submit their complaint?
Visit www.choice4voice.com → Click Submit Complaint → Upload proof → Get published and escalated.
Final Note
The Paytm Travels complaint by Rucha J exposes a major gap in digital accountability when technology replaces empathy and AI replaces real service.
Choice4Voice.com stands with consumers like Rucha who refuse to be silenced and fight for fairness, transparency, and human dignity in online transactions.
