EaseMyTrip Customer Care: A Complete, Practical Guide

What EaseMyTrip Customer Care Can Resolve

EaseMyTrip (Easy Trip Planners Ltd., founded 2008; listed on NSE: EASEMYTRIP) operates as a full-service online travel agency for flights, hotels, buses, cabs, and holiday packages. Its customer care team handles post‑booking changes and disruptions, including flight rescheduling, cancellations, refunds, schedule changes by airlines, hotel no‑shows, overbooking issues, duplicate charges, GST invoices, and name/title corrections where airline or supplier rules allow.

For flight changes and cancellations, expect airline penalties plus any fare difference. Typical India domestic airline change fees range from INR 2,000–3,500 per passenger per sector (varies by carrier and fare brand), while international changes commonly range from USD 75–200 or more. Refunds are usually routed back to the original payment method. For hotels and buses, policies depend on the specific supplier; many “Non‑Refundable” hotel rates strictly cannot be refunded once booked.

Official Ways to Reach EaseMyTrip

For the most reliable, up‑to‑date contact options, start at the official website: https://www.easemytrip.com. From the homepage, scroll to the footer and select “Contact Us” or “Customer Support.” If you’re signed in, you can open a support ticket tied to your booking, which helps agents identify your PNR and fare rules faster. The in‑app support flow (Android/iOS) also offers chat/callback options under Profile > Help/Support > My Trips.

Email support is available at [email protected] for most booking queries. Include your EaseMyTrip Booking ID, Airline PNR (6 characters), passenger names as on the ticket, travel dates, and a clear description of the issue in the subject line for faster routing. On social media, the official corporate handle is @EaseMyTrip on X (Twitter) and Facebook; use direct messages for booking‑specific details only after confirming you’re interacting with the verified page.

Important: Phone numbers and operating hours may change, and third‑party listings are frequently spoofed. Always verify any call center number and escalation contacts from the Contact Us page after signing in. Never share OTPs, card CVV, or full card numbers with anyone claiming to be “support.”

What to Prepare Before You Contact Support

Having complete and accurate information at hand shortens resolution time significantly. Agents must validate your booking, check fare rules, and request waivers from airlines/hotels when applicable. Missing details can delay solutions—especially for time‑sensitive same‑day flight changes.

• Your EaseMyTrip Booking ID and the airline/hotel/bus PNR or confirmation number (for flights, the PNR is 6 alphanumeric characters).
• Exact passenger names and dates of birth as on the ticket; for corrections, a scanned government ID matching the requested change.
• Issue summary and desired outcome (e.g., “Move DEL–BOM from 10 Oct to 12 Oct, anytime between 09:00–14:00”).
• Proof of airline/hotel communication if you were notified of a schedule change or disruption (e.g., email/SMS screenshots).
• Payment reference (last 4 digits of card, UPI VPA, wallet txn ID) and the bill‑to GST details if you need a GST invoice.

Response Times, Working Hours, and Realistic Expectations

In practice, live chat queues are often under 2–5 minutes during peak hours (10:00–20:00 IST) and faster late night/early morning. Email responses typically land within 24–48 business hours for standard cases; complex airline waiver requests can take 3–7 business days depending on the carrier. If you are at the airport with an imminent departure, use live chat or the in‑app callback for priority assistance, and simultaneously approach the airline counter for operational solutions.

Refund timelines depend on the airline or hotel supplier. Once processed, card refunds usually settle within 5–10 business days, netbanking/UPI 2–5 business days, and international cards 7–14 business days. For airline‑initiated cancellations or major schedule changes, Indian carriers commonly approve refunds within 7 working days; agency remittance back to your source then follows normal banking cycles.

Refunds, Rebooking, Fees, and Waivers

EaseMyTrip processes changes and cancellations under the fare rules you purchased. If your flight is operational and you’re changing voluntarily, expect to pay the airline’s change/cancellation fee plus any fare difference. Some promotional or Basic/Light fare families forbid changes or refunds. When an airline initiates a significant schedule change (e.g., departure moved by 2+ hours), you may be eligible for a free change or full refund—submit the airline’s notification to bolster your case.

For hotels, “Refundable” rates specify a cutoff time (e.g., free cancel until 48 hours before check‑in). “Non‑Refundable” rates usually cannot be refunded after purchase. Buses and cabs follow operator policies; last‑minute cancellations can be heavily penalized or non‑refundable. EaseMyTrip may offer limited goodwill waivers during force majeure events, but the primary decision rests with the airline/hotel/operator. Always ask the agent to share a summary of the applicable rule text before you confirm a paid change.

Escalation Matrix and Regulatory Avenues

If a first‑line agent cannot resolve the issue, request escalation within the same ticket and ask for a written Estimated Time to Resolve (ETR). Keep all communication within one thread to preserve audit history. For out‑of‑policy denials where you believe the fare rule supports your claim, ask the agent to quote the exact rule/line item or the airline’s reference ID for the waiver request submitted on your behalf.

As a listed company, EaseMyTrip maintains a grievance redressal channel linked from the site footer (Investor Relations/Grievance). If standard support stalls beyond a reasonable window (e.g., 7–10 business days for refunds), raise a formal grievance via that page with all evidence attached. For unresolved consumer disputes, you can approach India’s National Consumer Helpline at 1915 (toll‑free) or 1800‑11‑4000 and file a complaint at https://consumerhelpline.gov.in, quoting your booking ID, PNR, and the full support timeline.

How to Reach the Right Team Faster

Routing matters. If your issue is airline‑related (schedule change, involuntary cancellation, name correction), specify the flight number (e.g., 6E 203), travel date, and the exact change message received. For hotels, include the property name, city, check‑in/check‑out dates, and screenshots of rate terms at purchase. For bus/cab, provide operator name, vehicle number if available, and pickup point/time.

• Website/App: Open your trip in “My Bookings,” tap “Support,” and attach relevant screenshots; this auto‑links your case to the supplier.
• Email: Send to [email protected] with a concise subject, e.g., “Refund follow‑up | EMT Booking XXXXX | AI PNR ABCDEF | Date 12 Oct 2025.”
• Social: DM the verified @EaseMyTrip handle to flag urgency; then continue the private thread only after email/ticket is created for documentation.

Security, Invoices, and Compliance

EaseMyTrip or airline staff will never ask for your card PIN, full card number, CVV, netbanking password, or OTP. Support verification typically uses booking details and partial payment references. If someone requests sensitive credentials, terminate the conversation and re‑initiate via the official website or app.

For GST invoices (India), share your 15‑digit GSTIN, legal name, and address at booking or immediately after ticketing. Many airlines require the invoice to be raised within the same calendar month of travel/issuance; delayed requests can be rejected. Keep your invoice PDFs and refund memos for accounting and potential chargeback support; banks generally allow chargeback claims within 120 days of the transaction date, subject to scheme rules.

Quick Summary

Use the official site/app to contact EaseMyTrip, prioritize live chat/callback for urgent travel, and keep your Booking ID and PNR ready. Expect 24–48 business hours for standard email replies and 5–10 business days for card refunds after approval. For disputes, escalate within the ticket, then via the site’s grievance link, and finally consider the National Consumer Helpline at 1915 with full documentation.