I write with reference to a booking which I have recently made for 2 persons on Malaysian Airlines travelling from Dubai to Denpasar Bali (the “Booking”) using the www.makemytrip.ae website (the “Company”). Unfortunately unforeseen circumstances made it necessary to cancel my Booking.
Although I have made numerous efforts (for over a week!) to cancel the Booking and obtain a refund, it has been absolutely impossible to reach the competent department of the Company and finalize the matter.
I have sent 14 emails using all the email addresses provided by the Company on their website and/or given to me by the Head office in India after having spent hours on hold on costly international calls to the Company. Regretfully, I have had no response to my emails even though I have been assured by the people at the India office that I will have a response within 24 hours.
All my good-will efforts have proven fruitless, and as a result I have spent hundreds of Dirhams in phone-calls towards the Company’s call centre. When I finally got through to an operator who seemed interested enough to listen to this matter, and started the process of cancelling my ticket the call was cut off. I was later able to once again speak to an opperator who informed me she had sent the necessary request to the cancellation department and I would be contacted within 24hours as she personally was not authorised to make a cancellation.
The Company’s office in Dubai has been unable to help me with my cancellation claiming that I can only resolve this matter by making a formal request to the Company’s office in India.
To date I still have not received a formal confirmation from the Company regarding the cancelation of my Booking and/or information on receiving my refund. I note that since I have notified the Company in writing (on numerous occasions) of my intentions to cancel, the Company owes me the amount of AED 4,680 (INR58,500) less cancellation charges of AED560 (INR3,500) for the settlement of my refund. The said amount is outstanding and the Company has been requested to take all necessary steps for the immediate resolution of this matter and settlement of the due refund amount.
I regret to note that this has been without a doubt the worst service I have ever received by a travel agency and I am appalled by the way the Company is allowed to operate on an international level. I will be sending a formal complaint to Malaysian Airlines directly and informing them that the Company’s actions are seriously damaging and tarnishing the reputation of Malaysian Airlines.