Online travel companies told to make SOPs for refund process
online travel agents (OTAs) and industry bodies to develop standard operating procedures (SoPs) and transparent policies to process refunds, to address widespread complaints from travellers about irregularities and transparency issues in air ticket cancellation refunds.
The ministry has written to companies such as MakeMyTrip, Yatra, EaseMyTrip, Thomas Cook and Cleartrip and industry bodies including Indian Association of Tour Operators (IATO) and Travel Agents Association of India (TAAI), stating there is an “urgent need” to bring in transparency in the cancellation refund process.
ET has seen a copy of the letter dated October 15.
The matter was deliberated at the level of inter-ministerial consultation between the ministries of tourism and civil aviation in the presence of leading OTAs and travel agents, and it was decided that all the OTAs and agencies selling air tickets through online portals must evolve SoPs for handling cancellation refunds, it said.
As per the letter, SoPs should highlight the cancellation policy and timeline for cancellation refunds and they should be uploaded and shown prominently on the OTAs’ portals.
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