Incorporating customer feedback Hrush
Following up from The Good, the Bad and the Ugly, we’re writing this to give you an idea of how our site and service evolves in response to direct customer feedback.
On November 13th, we rolled out an entirely new air search. We rewrote the search from scratch. We chose to start afresh rather than improve the existing search largely due to what our customers were saying to us.
The three biggest customer pain areas:
- The search was often very slow, keeping customers waiting too long
- Air Deccan and IndiGo Airlines were not available in the results
- The search was unstable and customers were seeing too many errors
With the above feedback in mind, we set some goals for how the search should work:
- 90% of searches should return results within 10 seconds
- Airlines should be added into the search within one week
- Search should be stable with less than 0.5% failures and less than 1% planned downtime
We’re glad to say that we achieved the first two goals and within a couple of weeks, we will have achieved the third.
So, keep giving us your feedback. We listen, learn and continue to improve your experience with us.
Great things happening just dont sell my phone number and email address.
Samir
Samir – we’ll never do that.
I hate all the junk SMS messages, telemarketer calls and spam that hits me, and I would never allow that to happen to our customers.
I guarantee Cleartrip will never part with your contact details.
Your number 30405999 is never reachable. Is that a problem with your service provider or with you?
You over charge above even the full fare. Will you refund if you have overcharged?
Its very difficult to convince security officals that your email eticket is not fake.
You issue etickets instead of paper ones for Indian ( as mentioned).
No one replies to emails sent at customer support.
I hope Cleartrip will improve and will not become history
cleartrip phone number, is it valid?
will cleartrip close down over night?
Very poor service. Even after paying them for my Delhi to Pune ticket about 5 days ago I have not received the tickets nor is the customer support of cleartrip responding to my mails. In response to my large number of mails I got only one response just giving me the support ID. I suggest everyone reading this comment to be careful in dealing with Cleartrip.
Dear Sir/Madam,
I have created a login and booked an air ticket [ E-TICKET ]. The thing which i want to mention is address which you are capturing in my accounts section is not allowing to enter the full address. Do you guys think that just in one or two lines with limed characters we can fill our address ?
What happens if i go for the paper ticket if this is the case ???
Thanks and Regards,
Sivakumar L.
it is very disappointoing to call cleartrip. the line is never reachable. i happened top get through once through 022 30405999. it was over my sahara ticket mumbai kolkata. the booking iteniery shows a non stop flight whereas the flight is a Mumbai-Lucknow-Patna-Kolkata flight. the executive over the phone (whose name i would not disclose) was arguing with me that a non stop flight means that a flight where you do not have to disembark from the flight (so what if it stops at Lucknow and Patna). they have become ignorant to the fact that their customers know the meaning of non-stop. i know there will be reply to this also. anyways ..people .. enjoy cleartrip…
Sourabh — I’ll follow up on this with customer care.
And for what it’s worth, I fully agree with you. As far as I’m concerned, if the airplane lands at all between your origin and destination, it should be considered a stop.
Now if we can only get the rest of the darned traditional travel industry to reshape its jargon…
I booked tickets on 1st Feb 07, for 10th Feb 07, on Indian using Cleartrip. I received a confirmatory e-mail saying that I would get another e-mail with information on my paper ticket. I have neither received the second e-mail, nor have I received the paper ticket. I am unable to get through to 022-30405999. No response from Customer Support e-mail either. How do I fix this problem asap?
Any help would be great.
i was promised a paper ticket 10 days ago for a flight from poona to goa, the flight is 2 days away and i have no ticket. when i call the customer care number i get a response that tells me that my wait time is 23 minutes…
cleartrip has only managed to address one part of the airline ticket sales business which is taking money from a customer, it does not seem to have any delivery or customer support capabilities. this is very unprofessional.
the analogy that is most apt for cleartrip is that it is the online equivalent of a shady tout selling railway tickets on a street corner.
this is worrying, i have waited on hold twice for more than 20 minutes each time and listened to the sickening elevator music and the message that my call is important and that cleartrip is sorry to keep me on hold. then instead of connecting me to a customer service person the call is disconnected… i am convinced that this is a one person call center and that person is asleep…
cleartrip, how do you expect to survive in such a competitive world???
It is really disgusting to call you with the number that is given. neither you send any replies to the mail apart from the acknowledgement mails sent automatically.
Had i known about this before, i would have preferred not to buy tickets through you.
No customer support,no courtesy…!
I really wonder if you will ever improve in your service levels
Cleartrip is clearly the most pathetic of the bunch. I regularly book my tickets through travelguru. I don’t know what made me go for cleartip on the second leg (first leg was done through travelguru) of my trip. While I have got the ticket of the one I had done through travelguru – useless cleartrip folks are still to respond with an e-ticket. Numerous mails and still no proper response – execept that the next mail (which never comes) will have the e-ticket.
A worthless bunch of people – cleartrip is.
Kuldeep — My apologies for the non-receipt of your ticket. Sometimes, especially with corporate email accounts, the emails sent by us get blocked as junk mail or spam mail.
Do you know the confirmation number for your Cleartrip booking? If so, you will be able to retrieve and print out your ticket directly Cleartrip Ticket:
http://www.cleartrip.com/ticket/
Please let me know if this helps. If not, I will have someone get in touch with you first thing tomorrow to help you out.
i want to mail whether cleartrip make booking for delhi-kualampur-delhi or demestic only
SERVICES ARE VERY GOOD
COULD CLEARTRIP.COM MAKE INTERNATION FLIGHTS
I booked a ticket for mumbai bangalore sector on 18th may for travel date 22nd may. today is 21st and I am yet to receive the e-ticket. Your phone lines are incorrect/ not working. i sent an e-mail to customer service, who never replied.
When i tried to print the ticket using the confirmation number, I got an error message saying that confirmation number is wrong.
CAN SOMEONE PLS HELP!!!!!
i don’t think I will ever book using cleartirp again.
I finally got the e-mail and the ticket…just in time…guess that these had got blocked by my mail service provider.
and I had at least 3 ppl from cleartrip calling me and mailing me. all sorted out now.
may be just a 1 off incident!
I had booked totally 8 tickets through Cleartrip For Indigo based on the offer they gave of 2 free sony digi cams.But now the owner/manager Mr.Nikhil totally denies the offer he gave and also the factbthat his customer exec Ms.Prajakta Mahajan had never spoken to me at all. These Cleartrip, Lower Parel people are claerly in a business of fraud and looting customers. So beware of any of their future offers and rather I would suggest never book through Cleartrip.Mr.Nikhil, in factsaya "Do Whatever U Can, I will not do what U Say "……….
in fact i dont think the 300 cameras which cleartrip promises it has given free………..not MORE THAN 30 CAMERAS WUD HAVE BEEN GIVEN…………CLEARTRIP CHOR HAI…….." BIG LOT OF USELESS PEOPLE……."
Mitesh–we will be posting a list of people who received cameras in a few days on the Cleartrip Forum:
http://www.cleartrip.com/forums
I’m sorry that you didn’t book in time to qualify, but the offer received an overwhelming response and we ran out of cameras within hours–I’m sure it’s very disappointing, but we did not have an unlimited amount of cameras to give away.
Hi,
I booked paper ticket of Trip ID 07279AD992 on 6th oct 2007 at 1.30PM. Till now I didn’t get the courier details. On asking your customer care, they could only say that "courier department is closed". My journey is on 11th early morning. I am afraid that I will eventually miss the flight. I don’t understand why a courier confirmation can’t be made within 4 hours of the working day!!
Kindly apprise me the courier details.
Cleartrip ek dum bakwas hai..sale chor hai..
maine customer care se confirm karke ek scheme ke through tickets karayi thee. or baad mein unhone mana kar a diya cash back dene se…ki aisa scheme nahin hai…apne galat samjha
kamine hai sale…ek number ke chor.
indigo airlines has refunded the ticket amt. rs 2525 to cleartrip but you guys have not yet sent it to my bank as the ticket was purchased through a credit card. three months have gone by. where is my money? whats wrong with ur system? do rectify and hurry.
the refund by indigo for its cancelled flight on 07 jan 08 was made the next day but you have not yet sent rs 2525 to my account as yet ! its past three months , so do something about it and soon.some details :reservation no. BGMEAW