At Cleartrip, we’re always looking for new ways to make life easier for our customers. One of the biggest pain-points for online travel bookers in general is rescheduling flights when their travel plans change. The only way to do this right now is to call customer support. In fact, almost a third of the inbound calls to our customer support team are flight change requests, and these calls last a good 15 to 20 minutes on average, sometimes even more.
As you can imagine, such a call is hardly an enjoyable experience, no matter how good the customer care executive is. It usually entails the caller explaining the issue to the executive, who then lists out alternate flights to choose from, their timings and the associated difference in fares. If the user prefers to pay using a credit card via IVR, then the process becomes even more harrowing as the caller may need to disconnect the call to receive the one-time password (OTP) and subsequently call back to confirm the payment. In a nut, while booking a flight is a seamless process, rescheduling one is quite the opposite.
Today we make this old school approach of changing flights obsolete. Starting today, we’re giving our customers the freedom and flexibility to change flights online. We’re proud to say that we are the first online travel agent (OTA) in India, and probably the first in the world, to offer this feature.
Be it any form of itinerary modification – date change, flight change, time change, changes for select passengers, changes for select sectors, changes for select passengers on select sectors – with Cleartrip, it’s all just a few clicks away. All you need to do is log in to your Cleartrip Account, click on the ‘Change flights’ icon, and change the booking online in a flash.
You’ll need to choose alternate travel dates for the onward journey and/or the return journey, and select the passengers for whom you want to change flights. For the remaining passengers and legs of the journey, the original booking would stay as is.
This leads to the search results display, where you’ll be presented with the complete set of domestic airlines and flights to choose from. The flights are sorted in increasing order of the difference you need to pay to make the changes, and you can choose any flight of any airline you want. And if the fare on your chosen flight is lower than what you paid earlier (plus the airline amendment fees), you’ll get a refund for the difference.
Upon selecting the desired flight, you can proceed to review the selection and make the payment as you would for a new flight booking.
The flight change confirmation and new e-tickets would be emailed to you and can also be accessed through your Cleartrip Account.
The whole process should not take more than a minute or two, and our customers have already fallen in love with it. We made this feature live yesterday, and we’ve already seen huge uptake on the very first day, even before the announcement. As many as half of the total flight changes yesterday were made online, instead of on the phone with customer care.
That’s not all – we’ve decided to waive off the Cleartrip amendment fees of Rs 300 for itinerary changes done online. Given that airline date-change & cancellation fees have been rising steadily in the last few months, this is our way of helping you save not only time, but also money.
We understand that changes in travel plans can be unnerving. With the ability to change flights online, you can focus on the upcoming journey instead of worrying about spending half an hour on the phone to change flights. So next time your travel plans change, go ahead and change your flights online – we guarantee you’ll wonder how you managed without it all these years!