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A Mumbai-based passenger has moved the District Consumer Disputes Redressal Commission against online travel booking platform Yatra, alleging repeated booking errors, unexplained ticket downgrades and poor customer support in connection with a Rs 6.5 lakh family trip to the United States.

Saloni Sheth said she booked three premium economy tickets in September 2025 for herself, her husband and daughter to travel to the US on June 10, 2026, for a family wedding. Trouble began after an airline cancelled one leg of the family’s return journey in February this year.

According to Sheth, despite repeated requests, the agency failed to provide suitable rebooking options from Minneapolis. “After the airline cancelled one of the connecting flights on our return journey, I contacted Yatra for assistance with rebooking. However, despite repeated follow-ups, I was continuously informed that they were unable to provide any alternative arrangements,” Sheth said.

What the passenger alleges

Key complaints
>> Delay in providing alternative flights
>> Suggested rerouting from Chicago instead of Minneapolis
>> One return leg allegedly downgraded from premium economy to economy
>> No prior consent or explanation for downgrade
>> Lack of response to calls and emails after revised tickets were issued

Timeline of the dispute

September 2025 
Three premium economy tickets booked

February 2026
Airline cancels one connecting return flight

Following weeks

>> Passenger alleges repeated follow-ups with the agency
>> Airline reportedly intervenes directly

April 28, 2026

>> Revised tickets issued
>> Passenger alleges one segment downgraded to economy

Present

>>  Consumer court complaint filed in Bandra
>>  Legal notice issued to agency

Passenger’s allegation

“Does the agency expect customers to continuously assist its team in managing reservations and identifying errors at every stage?” Sheth said in correspondence sent to the company.

“Expecting customers to coordinate with airlines, repeatedly correct errors and follow up extensively defeats the very purpose of engaging an intermediary and constitutes a clear deficiency in service.”

Agency response

This newspaper contacted Yatra.com on Thursday for a comment, but did not receive a response till the time of going to press on Friday night.

Ticket cost

Rs 6.5L
Approximate booking value

>> Route: Mumbai-US return journey
>>  Travel date: June 10, 2026