Monday, May 19, 2008

ClearTrip - 4k and an explanation

Update July 8th: ClearTrip.com has updated their cancellation procedure with the help of my feedback. I was pleasantly surprised that they were quick to update their website. These guys appear to be on the right path in creating an excellent business.

In fact, just last week (June 26th), I needed to make a air booking really fast and was able to achieve that at ClearTrip.com


I'm Back from Leh!!

First I'm very pleased that my feedback and sidu's post was well received at cleartrip.com and as a result half of the cancellation charges of 4000/- was returned by cleartrip.

As mentioned in my previous post, this is a detailed account of how my flight tickets got canceled. The sudden shock of accidentally canceling the tickets , made me realize the procedure had severe usability issues.


ClearTrip's account
They were quite adamant in saying that it was NOT a single-step cancellation process. Technically, they were correct. It is a two step process and I will attach images to show more details.


What I Say...
Although my original post was misleading about a single step cancellation policy, I still think the current 2 step process is very misleading.

My reasons
1. Customer's are confused about "Make Cancellations". Clicking this from the screen in image2 cancels the booking. I'm a shining example of this mishap.
2. Cancellation charges are not displayed anywhere through the process. ClearTrip will argue that cancellation "rules" are available, but I could not care less. As a customer I need to know the exact cancellation amount.

Closure!
I'm quite happy to get the 4k from cleartrip, instead of shouting and giving up, I worked closely with cleartrip to identify the issues. The guys at cleartrip were very patient while listening to my problems. I would take half the blame for being hasty in browsing around my itinerary and cleartrip has agreed to bear half my costs for any misunderstanding on their website. This is a good closure.

Hopefully this post clears the ambiguity on this episode.

11 comments:

Hrush said...

Keshav--thanks for posting this, we're glad we could be of help to you.

We believed that selecting passengers, filling out a form and clicking a button labelled "Make cancellations" was rather straightforward, but it seems not.

I'm glad we had the opportunity to review it with you and we'll try to improve our online cancellation process soon.

Nandz said...

Keshav, we've reworked our cancellation page. Take a look at http://www.cleartrip.com/forums/40/topics/1133 and let us know what you think.

Keshav Ram Narla said...

Hey Nanda

Thanks for your update. The new updates on your website look great. I'm very pleased that you guys have have taken active measures from customer feedback.

I will add an "Update" section to this post.

Anonymous said...

Hi,

I was reading ur blog posts and found some of them to be very good.. u write well.. Why don't you popularize it more.. ur posts on ur blog ‘Me, Myself and ThoughtWorks’ took my particular attention as some of them are interesting topics of mine too;

BTW I help out some ex-IIMA guys who with another batch mate run www.rambhai.com where you can post links to your most loved blog-posts. Rambhai was the chaiwala at IIMA and it is a site where users can themselves share links to blog posts etc and other can find and vote on them. The best make it to the homepage!

This way you can reach out to rambhai readers some of whom could become your ardent fans.. who knows.. :)

Cheers,

Keshav Ram Narla said...

Hey ray,

Thanks for the feedback. I will explore more around some writings and will add posts to www.rambhai.com. Thanks for the suggestion.

BTW how did you stumble across my blog?

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