Help & Support
Customer Support & Help Center
Operational: 24/7 Travel Assistance · Last updated: Jun 19, 2026
Direct Support Channels & Contact Info
At eYaatri, operated by Digital Yatra Pvt. Ltd., we are dedicated to ensuring that every step of your travel experience is smooth, transparent, and secure. Whether you need immediate help with an ongoing journey, assistance booking a seat, or clarification on payments, our support team is ready to assist you through multiple channels across Nepal.
Digital Yatra Pvt. Ltd.
Chyasal-09, Lalitpur, Bagmati Province, Nepal
Company Registration No: 252632/077/078 · PAN: 609903821
24/7 Travel Assistance Hotline: 01-5269000 / 01-5268100
Customer Support & Billing Email: support@yatra.digital
General Inquiries: info@yatra.digital
Operational Hours: 24/7 for Travel Emergencies; 9:00 AM – 7:00 PM (NPT) daily for general administrative, billing, and refund support.
Support Channels & Service Level Matrix
We hold our customer experience to rigorous operational benchmarks. Below is our Service Level Agreement (SLA) matrix detailing response and target resolution timelines across different support streams:
| Channel & Department | Scope of Assistance | Operating Hours | First Response | Target Resolution |
|---|---|---|---|---|
| 24/7 Travel Emergency Hotline | Active journey issues, bus breakdown, delayed departure, missed boarding | 24 Hours / 7 Days | Immediate (< 5 mins) | Real-time dispatch & operator coordination |
| Payment & Checkout Helpdesk | Amount deducted without ticket, double charge, gateway timeout | 8:00 AM – 9:00 PM (NPT) | < 2 hours | 24 – 48 hours reconciliation |
| Cancellations & Refund Desk | Booking cancellations, refund tracking, bank reversal follow-ups | 9:00 AM – 7:00 PM (NPT) | < 4 hours | 5 – 7 business days for bank credit |
| General Customer Care (Email & In-App) | Route queries, amenity questions, profile changes, invoice receipts | 9:00 AM – 7:00 PM (NPT) | < 6 hours | Within 24 hours |
| Formal Grievance Redressal Officer | Unresolved consumer disputes, regulatory escalations, formal complaints | Sun – Fri, 10:00 AM – 5:00 PM | < 24 hours acknowledgment | Within 7 business days |
During peak festival windows (such as Dashain, Tihar, and Chhath) or severe weather disruptions across major highways in Nepal, call volumes may surge. We deploy augmented support teams to prioritize active traveler safety and departure continuity.
Booking Assistance & Ticket Management
Managing your reservations on eYaatri is designed to be effortless. Our team provides full support for:
- Retrieving Lost E-Tickets: If you did not receive your SMS or misplaced your confirmation email, you can view and download your e-ticket under the "My Bookings" section in the eYaatri app or web portal. You can also request a re-dispatch by contacting support with your registered phone number.
- Boarding Point Alterations: Need to board at an intermediate stop or modify your boarding station? Boarding points can be updated directly via the app or by phone up to 4 hours prior to the route departure time.
- Name & Contact Corrections: Minor typographical corrections in the passenger name or phone number update can be processed through support verification.
- GST / VAT Tax Invoices: Official tax invoices for corporate travel or individual reimbursement can be downloaded directly from your trip receipt or requested via email.
Payment Failures & Double Deductions
eYaatri integrates with Nepal’s leading payment providers (including eSewa, Khalti, connectIPS, Fonepay, IME Pay, and international Visa/MasterCard gateways). While digital transactions are processed in real time, occasional network interruptions may cause discrepancies.
If your bank or wallet account is debited but a confirmation ticket is not issued, please follow these steps:
- Check your Booking History: Refresh the app and inspect "My Bookings". In some instances, confirmation takes up to 2 minutes due to banking gateway reconciliation.
- Locate the Transaction Reference ID: Note down the payment reference number or gateway transaction ID displayed in your banking/wallet app statement.
- Submit Details to Support: Send your transaction ID, registered phone number, and route details to support@yatra.digital or call our hotline at 01-5269000.
Cancellations, Delays & Refund Policies
We believe in transparent, equitable cancellation rules. Cancellation refund eligibility is strictly determined based on the time remaining before the scheduled vehicle departure from the first boarding point:
| Time of Cancellation Request | Eligible Refund (% of Fare) | Cancellation Fee / Deduction |
|---|---|---|
| More than 48 hours before departure | 90% Refund | 10% service charge |
| Between 24 and 48 hours before departure | 75% Refund | 25% deduction |
| Between 12 and 24 hours before departure | 50% Refund | 50% deduction |
| Between 4 and 12 hours before departure | 25% Refund | 75% deduction |
| Less than 4 hours before departure / No-show | 0% (Non-refundable) | 100% deduction |
Operator Cancellations: If an operator cancels a trip due to low occupancy, operational difficulties, or technical defects, passengers are protected under our Intermediary Guarantee and are eligible for an unconditional 100% full refund or re-booking on an alternative service with no additional surcharge.
Refund Method: Approved refunds are credited back to the original payment source within 5–7 business days. Cash payments made through authorized counters will be refunded in cash or via digital wallet upon presenting original identity credentials.
On-Trip Emergencies, Road Safety & Breakdowns
Traveler safety is our highest operational priority. While eYaatri acts as an intermediary technology platform connecting passengers with independent operators, we enforce strict passenger-first safety protocols:
- Vehicle Breakdown En-Route: In the event of a mechanical failure during your journey, transportation operators are legally and contractually required to arrange replacement transport promptly. If the operator fails to arrange alternate travel within an acceptable timeframe, our 24/7 hotline team will intervene to arrange seat transfers on partner buses or initiate pro-rata fare reimbursement.
- Highway Blockages & Force Majeure: In cases of landslides, floods, weather hazards, or highway blockages (common in monsoon and mountainous terrains of Nepal), our support agents liaise with traffic police control rooms (103) and operators to provide passengers with real-time status updates and safe routing guidance.
- Zero Tolerance for Harassment & Misconduct: Every passenger has the right to safe, respectful transit. Any harassment, reckless driving, seat dispute, or misconduct by crew or fellow passengers must be reported immediately to our 24/7 hotline at 01-5269000. We coordinate immediate police assistance when necessary and review operators for platform de-listing.
Grievance Redressal & Regulatory Officer
In accordance with the Consumer Protection Act, 2075 (उपभोक्ता संरक्षण ऐन, २०७५) and prevailing consumer welfare regulations of Nepal, Digital Yatra Pvt. Ltd. has appointed a dedicated Grievance Redressal Officer to handle formal complaints, dispute escalations, and consumer rights protection.
Grievance Redressal Officer
Name: Legal & Grievance Compliance Cell
Company: Digital Yatra Pvt. Ltd.
Address: Chyasal-09, Lalitpur, Bagmati Province, Nepal
Email: grievance@yatra.digital
Desk Phone: 01-5269000 (Extension: Grievance Desk)
Working Hours: Sunday to Friday, 10:00 AM – 5:00 PM (NPT)
Escalation & Resolution Process:
- If your support ticket has not received an adequate resolution through standard customer channels within 48 hours, you may escalate directly to the Grievance Officer with your original Ticket Reference Number.
- The Grievance Officer will issue a formal written acknowledgment within 24 hours of receiving the grievance.
- A complete investigation report and definitive resolution will be communicated in writing within 7 business days.
Frequently Asked Questions
Quick answers to common questions about ticket bookings, travel modifications, and support procedures:
Q:Do I need a physical printed ticket to board the bus?
No. All bookings made via eYaatri issue an official m-ticket (SMS) and digital e-ticket in your app or email. Operators accept the digital ticket along with a valid photo ID (Citizenship card, Passport, Driving License, or National ID) at boarding.
Q:What should I do if my payment was debited but no ticket was issued?
Occasionally, bank or digital wallet network timeouts delay instant webhook notifications. Do not attempt multiple repeated bookings immediately. Please note down your Transaction ID and reach out to our Payment Helpdesk at support@yatra.digital or call 01-5269000. If the seats are unavailable, your full payment will be refunded to the source account within 5–7 banking days.
Q:Can I change my boarding point after confirming the booking?
Yes, you can request a boarding point adjustment up to 4 hours before the scheduled departure from the first terminal. Go to 'My Bookings' > 'Select Trip' > 'Change Boarding Point', or call our 24/7 helpline for quick assistance with the driver/operator.
Q:How are cancellations calculated and how quickly are refunds credited?
Cancellation refunds follow the structured timetable agreed upon at checkout (>48h: 90%, 24-48h: 75%, 12-24h: 50%, 4-12h: 25%, <4h: No refund). Once you cancel via the app, approved refunds are initiated immediately and credited to your original payment method (eSewa, Khalti, connectIPS, Fonepay, IME Pay, or Card) within 5–7 business days.
Q:What happens if the bus operator cancels the trip or the bus breaks down?
If an operator cancels a service, you are entitled to a 100% full refund or a complimentary transfer to an alternative vehicle of equal or higher standard. In case of en-route vehicle breakdowns, the operator is obligated to provide an immediate relief vehicle or a fair pro-rata refund as coordinated by eYaatri customer support.
Q:How can I report driver misconduct, unsafe driving, or harassment?
eYaatri maintains zero tolerance for passenger harassment, safety negligence, and reckless driving. Call our 24/7 hotline immediately at 01-5269000 or contact the Grievance Redressal Cell. We coordinate directly with local traffic authorities and enforce strict disciplinary measures against offending operators.
Still need help or have an unanswered query? Our dedicated travel representatives are always here for you. Reach out to us at support@yatra.digital or call 01-5269000.