Yatra Grievance Redressal Policy

Yatra For Fun Pvt. Ltd. commits to resolving complaints quickly, transparently, and fairly. This Grievance Redressal Policy explains how to raise a concern, how long we take at each stage, and how to escalate if you are not satisfied with our response.

It is drafted under Section 27 of the Consumer Protection Act, 2075 (2018), the Consumer Protection Rules, 2076 (2020), and is consistent with Section 71 of the Electronic Transactions Act, 2063 (2006) for electronic-service complaints.

A grievance is any complaint, concern, or dissatisfaction about a Yatra product, service, employee, Partner, or business practice. Examples:

• Booking issue — wrong dates, wrong room, missing PNR.
• Payment issue — duplicate charge, refund not received within the published timeline, incorrect amount debited.
• Service quality issue — hotel does not match listing, vehicle breakdown, guide did not show up, airline delay without assistance.
• Staff conduct — rude or unprofessional behaviour by a Yatra employee or a Partner-side representative.
• Privacy issue — unauthorised use or disclosure of personal data, or an unresolved rights request.
• Accessibility issue — a barrier preventing equal access to the Services.
• Dummy ticket or visa issue — defective PDF, service fee disputed, visa error caused by Yatra.
• B2B issue — invoice dispute, commission reversal, subscription billing question.

Requests that are not grievances — feature requests, general travel advice, partner-onboarding enquiries — are handled by the relevant team; the escalation ladder in this Policy is not triggered.

Tier 1 — Yatra support

The fastest route is always a direct message to our support team. Pick any channel that suits you:

• E-mail: [email protected] — include the booking reference, a clear description, and supporting screenshots.
• In-product: "Help" icon in the dashboard, or the "Report" link on a booking.
• Phone: +977 970-8072952 · +977 980-2348957.
• Emergency (24/7): +977 980-2363869.
• WhatsApp: +977 980-2348957 (same number).
• Walk-in: Koteshwor-32, Kathmandu, Nepal during Sun–Fri, 09:00–19:00 (NPT) · Sat on-call for emergencies.
• Post: Yatra For Fun Pvt. Ltd., Koteshwor-32, Kathmandu, Nepal.

We acknowledge every grievance within 24 hours with a ticket number, and aim to close it within 15 business days. Emergency travel issues (stranded at airport, check-in refused) are escalated immediately on the 24/7 line.

Tier 2 — Grievance Redressal Officer

If your grievance is not resolved at Tier 1, or you are not satisfied with the proposed outcome, you may escalate to our designated Grievance Redressal Officer ("GRO"), appointed under the Consumer Protection Act, 2075 (2018).

• Name: Head of Customer Experience, Yatra For Fun Pvt. Ltd.
• Dedicated e-mail: [email protected] — monitored separately from the main support inbox.
• Office: Koteshwor-32, Kathmandu, Nepal.
• Hours: Sun–Fri, 09:00–18:00 NPT (excluding Nepal public holidays).

The GRO acknowledges your escalation within 2 business days and issues a reasoned written decision within 21 business days. The decision explains what happened, what Yatra is offering, and why. Where additional time is required for a complex investigation, the GRO communicates a revised timeline in writing.

Tier 3 — External authorities

If the GRO decision does not resolve the issue, you may escalate to an external authority. The table below maps common complaints to the right forum.

Tier 4 — Mediation and courts

Where mediation fits, Yatra is willing to mediate under the Mediation Act, 2068 (2011) through an accredited mediator in Kathmandu. The parties share the mediator's fee unless agreed otherwise.

If every prior tier is exhausted, the District Court of Kathmandu has exclusive first-instance civil jurisdiction for disputes arising out of the Services. Appeals proceed through the Nepali court hierarchy to the Supreme Court.

Complaints are stored in our customer-support system and, depending on type, in the relevant specialist queue (privacy, payments, travel-desk, partner-ops). We:

• identify the complainant only to the minimum extent necessary to investigate;
• treat the complaint as confidential where publication could harm an individual;
• retain the record for 24 months after closure, for audit and regulatory inspection;
• aggregate complaint statistics (without identifying the complainant) and publish a quarterly transparency summary on our blog so the public can see trends;
• never retaliate against a complainant — raising a grievance is a protected activity.

Handling follows our Privacy Policy.

Whistleblowers

Employees, contractors, and partners who report a concern about fraud, bribery, or discrimination are protected under internal policy and, where applicable, the Good Governance (Management and Operation) Act, 2064 (2008). A confidential mailbox is available at [email protected].

Vulnerable travellers

Complaints from minors (through a parent or guardian), persons with disabilities, survivors of trafficking, and persons in immediate safety risk are flagged automatically for same-day action and handled by trained staff.

Anonymous complaints

We accept anonymous complaints but, because we cannot cross-check them with a booking record, outcomes are limited to removing offending content, investigating staff conduct, or tightening a process. Where possible, please provide an alias e-mail so we can update you.

Raising a grievance with Yatra is free of charge at every tier. External forums (Consumer Protection Council, courts) may have their own filing fees set by statute; we will help you prepare the complaint free of charge, subject to reasonable limits on document-preparation effort.

• General support: [email protected] · +977 970-8072952
• Grievance Officer: [email protected]
• Whistleblower: [email protected]
• Security: [email protected]
• Office: Koteshwor-32, Kathmandu, Nepal, Sun–Fri, 09:00–19:00 (NPT) · Sat on-call for emergencies
• Emergency (24/7): +977 980-2363869