[Resolved]  MakeMyTrip (P) India, New Delhi — Non-Refund of Air Ticket Booking Charges

S A Mankar,
6/63 Vidyut Colony,
(Near Shiv Colony)
Jalgaon – 425 002
Tel: (LL[protected], Mobile - [protected]
Date: 11th February 2010
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The
District Consumer Forum
Jalgaon

Dear Sir,

Booking of Air Ticket through Makemytrip.com – Non Refund of Money

I would like to place below the details case history:

Air ticket was booked through Makemytrip.com with following details:
Air ticket from London (Heathrow) to Mumbai by Air India
Booking ID No.: IN 0906B01272
PNR No. ZPXHMS
Date of Booking : 05th June 2009
Date of Journey: 29th August 2009
Name of Passenger: SAQUIB MANKAR
Mode of Payment: ICICI credit card
Nature of Booking : Ticket booked over phone
Terms of Booking (as told over phone at the time of booking the ticket)
Postponement of Journey: can be done within period of one year from the date of booking of the ticket. However, additional charges of Rs 6500/- and the difference of fair at the time of journey would be applicable. The postponement should be informed at least 5 days in advance from the date of journey.

Chronological details of the events thereafter:
Call details made to “Makemytrip” from phone no. 0257 – 2282147/[protected]
22nd August 2009:
I informed that my son Saquib Mankar would not be traveling on 29th August 2009 due to certain reasons and would like to postpone the date of Journey. The call centre executive told that the same can be done but I have to pay 6500/- additional charges and the difference of fare applicable on the date of journey. The validity of postponement will by upto December 2009. I confirmed having agreed for paying Rs 6500/- and difference of fair at the time of travel. I told the executive that my son is not traveling on 29th August 2009 and will travel on future date. The conversation was over at this point of time.

21st November 2009

I informed that my son wants to travel on 25th November 2009 or whatever earliest flight available on the ticket already booked by me. The call centre executive informed that the ticket is “no show” as such that ticket has been cancelled. It was informed to him by me that on 22nd August 2009 it was told that the ticket can by postponed upto December 2009 with additional charges and difference of fair. After long discussions it was told that the information given to me on 22nd August 2009 was not correct and should have contacted Air India for cancellation of ticket. At this time I argued about the wrong information given to me and try to find out solution. But no satisfactory reply was given.

1st December 2009

I talked to call centre executive (Hitesh Bhatti) narrating the entire chain of events. After discussing the issue and consulting seniors for about half an hour he informed that we gone through earlier call conversation of their executives had with me (party) and finally informed their decision is to refund the entire booking amount of Rs 18000/- (accepting their miss communication). It was also informed that the amount would be credited to my credit card (through which I made the payment) within 10 working days.

01st February 2010

Spoke to call centre executive (Ms Dhairya. Ref. No. IN 0912R0214174) giving reference of communication held with Hitesh Bhatti on 01st December 2009. She again discussed the entire episode and told that what Hitesh told about refund of money has not been recorded on their data sheet. She promised that if Hitesh has committed the refund which will be found out from “Customer Conversation Record” the company maintains the amount will be certainly refunded. For verifying the communication of Hitesh with me (party) they need 24 hours time and after that the company will revert back to me.

05th February 2010

Spoke to call centre executive Karandeep (Ref No. IN 0912R0228105) giving the reference of conversation dated 01/02/2010 with Ms Dhairya. Karandeep informed that it is on the record that Hitesh did commit to refund the entire amount on 1st December 2009 and she wonders why Ms Dhairya told that it is not available on the data sheet can not be told. She further informed that she being new she has to consult her seniors to give me reply in this regard. After consulting seniors she replied that it is fault of mine (party) and as such refund is not possible. I confronted by saying that since long the matter is discussed and company has agreed to refund the amount then why all of sudden this U turn. She replied that I have discussed the matter with seniors and the decision not to refund is final. Meanwhile Senior Mr Mandeep intervened and just informed that the mistake of the party hence no refund is possible.

Plea with the Consumer forum:

 The company on 1st December 2009 certainly came to the conclusion that there was mistake on part of call centre executive which gave in complete information about rule of postponement i.e. I need to have call air lines for cancellation of ticket.
My contention in this regard is : Had the call centre executive informed me to call Air Lines and cancel the ticket, in case I want to postpone the journey, I would have definitely done this. Because I am a senior officer working with reputed bank having broadband, land and mobile phone service available with me.

 The request is to take up the matter with the Company and also request for requisitioning all the call communications, as mentioned above, to verify the submissions made by me and decide whether the company is at fault.
 The forum is also requested to advise company to make the full refund and booking amount in addition to suitable financial compensation for having gone through mental and physical agony over period of past 3 months, if the company is found at fault by the forum


Thanking you,

Yours faithfully,


(S A Mankar)

Address of Company:
Makemytrip (P) Ltd.
2nd Floor, Plaza Cinema Building
H-Block, Cannaught Place
New Delhi – 110 001