EaseMyTrip Customer Care: A Complete, Practical Guide

Company snapshot in numbers

EaseMyTrip is the consumer brand of Easy Trip Planners Ltd., an Indian online travel company founded in 2008 by Nishant Pitti, Rikant Pitti, and Prashant Pitti. The company listed on Indian stock exchanges in 2021 (NSE symbol: EASEMYTRIP; BSE code: 543272). Its headquarters are in New Delhi, and its core offerings cover flights, hotels, trains, buses, and holiday packages—each supported through its customer care channels.

The official website is https://www.easemytrip.com and the mobile app is available on both Google Play and the Apple App Store. For any support request, start from your logged-in account on the website or app to ensure the system links your communication to the correct booking ID, PNR, and payment record. This greatly speeds up resolution and reduces back-and-forth.

Official customer care channels and how to access them safely

Always use contact options exposed only after you log in on the website or mobile app. EaseMyTrip often routes customers to product-specific queues (flights, hotels, buses), and the number or chat entry point shown to you may vary by product, trip urgency, and language preference. Avoid using numbers you find on third-party forums or unverified directories.

• Help Center: From the website footer or app menu, open Help/Support, pick your booking, and choose “Change/Cancel,” “Refund,” “Invoice,” or “Other” to see the correct chat/call/email route.
• In‑app chat or “Request a callback”: Provides faster triage for imminent departures (e.g., within 24 hours).
• Email forms: When you pick a booking and a topic, the system shows the right form or address so your ticket auto-attaches to the case ID.
• Social accounts: Look for verified handles (for example, X/Twitter: @EaseMyTrip). Use DMs only to share case IDs; never share card numbers or OTPs.
• Website: https://www.easemytrip.com for login-driven support options and self-service status tracking of changes/refunds.

Security best practice: customer care will never ask for your OTP, full card number, CVV, or to install remote screen-sharing apps. If someone does, terminate the conversation and re-initiate support from your logged-in account.

What EMT customer care can resolve (and what goes to airlines/hotels)

Customer care can process flight changes and cancellations as per fare rules, raise refund requests to the airline, and confirm refund status to your original payment method. They can also help with schedule change options, meal/seat/baggage purchases where supported, and correct minor name errors (most Indian airlines allow small corrections—typically 1–3 characters—while full name changes nearly always require airline approval and often aren’t permitted).

For hotels and holiday packages, the team can assist with date changes, cancellation per property policy, voucher re-issuance, and invoice requests. Train bookings are processed through IRCTC rail rules; bus bookings follow the operator’s cutoff times. In all cases, customer care will relay the exact policy visible at the time of booking and initiate the appropriate workflow for you.

Response times, service windows, and realistic expectations

For urgent travel (usually departures within 24 hours), telephone or in-app chat queues are prioritized. Expect response in minutes during off-peak hours; peak holiday periods can extend waits. For non-urgent items (invoices, non-immiment date changes, general queries), email/ticket responses commonly take 24–48 business hours.

If your case involves an airline approval (e.g., medical waiver, schedule change protection, involuntary cancellation), EaseMyTrip must first obtain a decision from the airline; this adds 3–15 days in typical cases. Your support ticket remains open until closure, and you should receive an internal case ID—note it for follow-up.

Refunds, fees, and timelines in India

Refund timing depends on both airline processing and your payment method. After airline approval is received, typical bank reversal windows are: UPI 1–3 business days; net-banking 2–4 business days; credit/debit cards 5–14 business days; wallets 0–48 hours. If you can provide an ARN (Acquirer Reference Number) from your bank/card issuer, support can trace card refunds more quickly.

Airline cancellation charges vary by carrier, route, cabin, and timing. As a working range for India-origin tickets, domestic cancellations often cost INR 2,500–3,500 per passenger per sector close to departure; international tickets can see INR 6,000–10,000 or more. EaseMyTrip frequently advertises zero convenience fees on flight bookings; however, airline charges, any add-on service costs, and insurance premiums are typically non-refundable. Always check the “Fare Rules” linked inside your booking before requesting a change.

Escalation paths and regulatory avenues

If an issue remains unresolved beyond the stated window (for example, you were promised an update in 48 hours and none arrived), reply on the same case thread and request escalation to a senior resolution team. Provide your booking ID, PNR, case ID, and a concise timeline of events. If the matter is time-critical (e.g., travel within 12–24 hours), state this clearly to re-prioritize your case.

For persistent, documented grievances, escalate via the “Grievance Redressal” page linked in the website footer (look for Nodal/Grievance Officer details). In India, you can also file a complaint on the National Consumer Helpline (phone 1915; portal: https://consumerhelpline.gov.in). For airline service failures (e.g., denied boarding, cancellations, baggage issues) you may additionally use the AirSewa portal (https://www.airsewa.gov.in), while continuing to work with EaseMyTrip on the booking/refund workflow.

Information to keep ready for faster resolution

• EaseMyTrip Booking ID and airline PNR (both, not just one).
• Passenger name(s) exactly as on the ticket and date(s) of travel.
• Clear description of the request (change/cancel/refund/SSR/name correction) and the reason (e.g., medical, schedule change, visa refusal).
• Supporting proofs when applicable: medical certificate, visa rejection letter, death certificate, or airline emails/SMS about schedule changes.
• Payment details for tracing refunds: last four digits of the card, payment date/time, and the ARN/reference provided by your bank (if available).
• Screenshots of the booking, fare rules, and any on-screen error.
• GSTIN and company details if you need a GST invoice for the ticket.

Supplying the above in your first message reduces the average back-and-forth by 1–2 cycles and can shave days off complex cases. For multi-passenger PNRs, specify which passenger(s) the request concerns to avoid unintended full-PNR actions.

Examples and price scenarios you might discuss with customer care

Example 1 (domestic): You booked Delhi–Mumbai at INR 4,500. You now need to cancel 12 hours before departure. If the airline’s close-in cancellation fee is INR 3,000 and airport/user taxes are INR 600, your refundable balance might be around INR 900–1,500 after netting out airline penalties; your bank will then take 1–14 days to credit depending on the method. Customer care can confirm the exact breakup from the airline once the refund is initiated.

Example 2 (international): Your round trip is INR 35,000 with a highly restrictive fare family. You request a date change 5 days before departure. If the airline’s change fee is INR 7,500 plus fare difference of INR 2,200, total payable becomes INR 9,700. Customer care can quote the live fare difference; if a schedule change over a certain threshold (commonly 2+ hours) has occurred, the airline may waive the change fee—you’ll typically still pay any fare difference.

Example 3 (name correction): Your last name has a 2-letter typo. Many carriers allow minor corrections (1–3 characters) at no or nominal cost prior to check-in. Customer care will request proof (passport/PAN/Aadhaar) and coordinate with the airline. Full name swaps are usually disallowed; in such cases, the only option may be a cancellation as per fare rules and rebooking a new ticket.

Bottom line

Start every support interaction from your logged-in EaseMyTrip account, keep your booking ID/PNR handy, and share only what’s needed to authenticate and process your case. Know your fare rules, ask for a written breakup of fees/refunds, and escalate with a clear timeline if promised updates slip. Using the official Help Center, in-app chat/callback, and verified handles will save you time and help you get precise, policy-aligned outcomes.