Certified SAP SuccessFactors Consultant Kritika Goswami has exposed a serious scam involving Paytm and Kashi Vishwanath Tour & Travels. Despite a cancelled bus booking from Lucknow to Delhi, no refund was processed and customer support failed repeatedly. Learn about her detailed complaint, company accountability issues, and how consumers can fight back through Choice4Voice.com
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Complaint Summary : Paytm & Kashi Vishwanath Tour & Travels Scam – Kritika Goswami’s Complaint Exposed
| Complaint By | Kritika Goswami – Certified SAP SuccessFactors Consultant |
|---|---|
| Company Involved | Paytm & Kashi Vishwanath Tour & Travels |
| Service Type | Bus Ticket Booking (Lucknow to Delhi, 10th August) |
| Issue Reported | Bus cancelled by operator, refund not initiated, no proper customer support |
| Complaint Date | August 2025 |
| Order / Booking ID | Not disclosed |
| Consumer Demand | Full refund and accountability from Paytm and Kashi Vishwanath Tour & Travels |
Full Complaint Details
Kritika Goswami, a Certified SAP SuccessFactors Consultant, has highlighted a distressing case of consumer fraud and poor service involving Paytm and Kashi Vishwanath Tour & Travels.
She booked a bus from Lucknow to Delhi scheduled for 10th August. Unexpectedly, on Friday night at 12:13 AM, she received a WhatsApp message from the travel operator claiming that the bus had been cancelled.
Shockingly, the message did not include any details of the refund amount or process.
When Kritika immediately raised a support ticket on Paytm, she was met with only AI-based automated responses instead of human assistance. Despite repeated follow-ups, there was no progress in her case.
Her attempts to contact Kashi Vishwanath Tour & Travels were equally unhelpful. She either received no response or was misled with repetitive excuses like, “Your refund hasn’t been credited yet, let me check and call you back” but no call was ever returned.
Kritika calls this not just an example of bad service, but a deliberate scam, as both the operator and Paytm have shown lack of accountability, no transparency in refunds, and no proper escalation mechanism.
About the Complainant – Kritika Goswami
Kritika Goswami is a Certified SAP SuccessFactors Consultant with professional expertise in HR and ERP software solutions. Her decision to publicly raise this issue on LinkedIn shows her commitment to consumer rights and transparency. By exposing such fraudulent practices, she hopes to warn others and push companies toward fair treatment of customers.
About the Companies Involved
Paytm
Paytm, a leading Indian fintech and digital payments platform founded by Vijay Shekhar Sharma, has expanded into multiple services including travel bookings. However, repeated customer complaints highlight its weak grievance redressal system, especially when it comes to refunds, cancellations, and AI-based support replacing human intervention.
Kashi Vishwanath Tour & Travels
Kashi Vishwanath Tour & Travels is a regional travel service provider. However, repeated reports of last-minute cancellations, non transparent refunds, and unprofessional handling of passengers have damaged its credibility. Incidents like Kritika’s further raise questions about their business ethics and accountability.
Consumer Rights Violated
- Right to Transparency – Customers must be informed about refund amounts and timelines.
- Right to Fair Redressal – AI-based bots cannot replace real grievance handling.
- Right to Safety & Reliability – Cancelled services without proper alternatives put passengers in distress.
- Right to Accountability – Passing blame between company and operator is unacceptable.
Questions & Answers
1. Why is Paytm responsible in this case?
Because Paytm is the payment and booking facilitator, it is legally and ethically responsible for ensuring refunds when a service provider fails. Consumers trust Paytm as a reliable platform, so non-resolution directly impacts Paytm’s credibility.
2. What should passengers do if their bus gets cancelled at the last minute?
Passengers should:
- Immediately raise a ticket on Paytm.
- Take screenshots of cancellation messages.
- Contact the travel operator directly.
- If unresolved, file a formal complaint via consumer helpline or portals like Choice4Voice.com.
3. Why was Kritika unable to resolve this through Paytm?
Because Paytm’s system relies heavily on AI customer support bots, with limited access to real executives. This prevents escalation and timely resolution of genuine complaints.
4. What is the role of Kashi Vishwanath Tour & Travels?
They are the service provider responsible for fulfilling the booked journey. In this case, their failure to provide service, misleading responses, and avoidance of refund accountability amount to unfair trade practices.
5. Is this a scam or just negligence?
Based on Kritika’s account, this appears to be more than negligence the pattern of cancellations without refunds suggests a deliberate scam.
6. How common are refund-related complaints against Paytm?
Very common. Travel bookings through Paytm frequently receive complaints about delayed or denied refunds. Many users report lack of escalation options.
7. What legal options do consumers have?
Consumers can:
- File a complaint on National Consumer Helpline (NCH).
- Approach the Consumer Court under the Consumer Protection Act.
- Use Choice4Voice.com to make the issue public and pressure the companies.
8. Can Paytm be held liable even though the operator cancelled the bus?
Yes. As per Indian e-commerce and consumer protection laws, platforms like Paytm are responsible for ensuring refunds and protecting customer interests.
9. What evidence should consumers maintain?
- Screenshots of cancellation messages.
- Payment receipts.
- Communication records with support teams.
- Booking ID and transaction details.
10. How can Choice4Voice.com help in such cases?
Choice4Voice.com publishes genuine unresolved complaints to put public pressure on companies. This often results in faster redressal, as companies want to protect their reputation.
11. How should customers avoid such scams?
- Prefer trusted operators with high ratings.
- Always take screenshots of booking confirmations and cancellation notices.
- Use platforms with proven customer support systems.
12. Can AI-based support systems replace real executives?
No. AI chatbots may handle basic queries but cannot resolve complex disputes like refunds, making human support essential.
13. What are the risks of booking through third-party apps like Paytm?
Risks include delayed refunds, lack of direct accountability, and dependence on third-party operators, making dispute resolution complicated.
14. Who is Vijay Shekhar Sharma and why is he being tagged?
Vijay Shekhar Sharma is the Founder & CEO of Paytm. Kritika tagged him to bring direct leadership attention to the issue and demand accountability.
15. What compensation should Kritika rightfully receive?
At minimum, she should get a full refund, plus possible penalty or compensation for harassment and inconvenience.
16. How can other affected customers unite?
By sharing experiences publicly on LinkedIn, Twitter, and Choice4Voice.com, customers can collectively pressure companies.
17. Why is accountability important in digital payments and travel bookings?
Because customers prepay large sums of money, lack of accountability can easily turn into fraud if companies don’t act transparently.
18. Can TRAI or consumer protection authorities intervene?
Yes. If escalated, consumer courts and regulators can fine companies and enforce stricter compliance.
19. How does this impact Paytm’s reputation?
Repeated unresolved complaints directly damage Paytm’s trust factor, leading to loss of loyal customers.
20. What is the lesson for all passengers?
Always:
- Keep records.
- Raise issues immediately.
- Escalate beyond AI bots.
- Use consumer advocacy platforms like Choice4Voice.com.
Conclusion
Kritika Goswami’s case is a wake-up call for all passengers relying on digital platforms for travel bookings. Both Paytm and Kashi Vishwanath Tour & Travels failed in their responsibilities, leaving the customer without her money or service.
Such scams can only be stopped when customers speak out collectively and hold companies accountable.
About Choice4Voice.com – Your Platform for Consumer Justice
At Choice4Voice.com, we stand with consumers who have been ignored, misled, or scammed by companies. Our mission is to give every dissatisfied customer a voice by publishing verified complaints and creating public awareness.
When companies fail to respond to your grievances, Choice4Voice.com amplifies your voice on social platforms like LinkedIn, ensuring visibility and pressuring companies to act.
✅ Transparent process
✅ Focus on genuine complaints
✅ Published to influence company accountability
If you are facing a similar problem with Paytm, Kashi Vishwanath Tour & Travels, or any other company, we encourage you to submit your complaint directly via our official page here:
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Together, we can make companies listen and ensure fair treatment for all consumers.