Anurag P.

I would like to bring notice to absolutely horrendous customer service provided by cleartrip.

As a regular customer who had made plenty of bookings in the past, I was used to with automated ticket bookings. However in one of my bookings, a minor spelling mistake was made.

I detected the spelling mistake around ~25 hours before the flight departure, so immediately called the customer care.

1. The first agent lied that it's within 24 hours and no change can be made and to contact Malaysian Airlines.
2. Contacting Malaysian Airlines, they said the said change can be easily done by your agent (Cleartrip) in this case at any time.
3. Contacted cleartrip again, he accepted that there are more than 24 hours but no change can be made and to reach the airport directly where they may deny boarding us. Notice they'll rather have their customer embarrassed in the airport than helping them out.
4. I contacted Malaysian Airlines again and reached a very helpful executive. He directed us to add agent (Cleartrip) over a conference call. Over the conference all, we added Cleartrip and again we only got the unhelpful response that change of name is not possible.
5. Malaysian Airlines executive however pointed out that this is a minor change and it can be easily changed with a penalty (which I as willing to pay). He also confirmed that promptly with the sales team of Malaysian Airlines.
6. However the cleartrip executive was adamant that name change is not possible. At this point the cleartrip agent pointed out that ticket has been booked since over a month, and was directly blaming me (the customer). He said there is an internal circular which outlines this process. However Malaysian Airlines clearly mentions a process of changing the customer name. Link: https://mhcare.malaysiaairlines.com/faq/s/article/My-name-is-incorrect-on-my-booking-Do-I-need-to-pay-to-change-it?language=en_US
7. The cleartrip executive was again mentioning that this is not possible. Probably "not possible" is their default response. He mentioned that for this to execute they need to contact backend team who'll contact Malaysian Airlines, and he cannot escalate the issue as it being Sunday the "team" is not in office.
8. The cleartrip executive told me to share the passport copy which I did and told me further support will be only be available via e-mail. While I asked the agent to expediate the issue, he said there is no such process and he is simply a "CS agent" and is there for answering questions. I insist on him to resolve the issue.
9. The cleartrip executive then silently disconnects the call.
10. I requested the Malaysian Airlines executive if he can resolve the issue on his end. He was able to resolve the issue without much ado.

The only thing I can say is, Cleartrip is a customer hostile company which has:
1. No clear cut process to solve the customer issues. The only thing their agent can say is "Not possible."
2. Rude and misleading. All three agents were unhelpful.
3. They are not aware of the process of their airline partners. Clearly in my case, there was a simple process but cleartrip was unwilling and were actively blocking fixing my issue.
4. Note that Malaysian Airlines went out of their way to resolve our issue. Cleartrip's incompetent customer care only words were of some vague circular and lies about processes.
5. There are no escalation processes within cleartrip.

Clearly Cleartrip is a there to rip off their customers. They charge "convenience" fee at whim however they are completely clueless to support their customers in case of trivial issues. I would 0 star to cleartrip's service if I could and would uninstall the app as soon as it is possible.