MakeMyTrip — CANCELLED FLIGHT TICKET - REFUND AMOUNT CHEATING

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Bangalore, Karnataka

Hi All, There was a very important function that we have to attend in Singapore on Nov 18th 2013. I booked the ticket in Srilankan Airlines, for Nov 15th 2013 @ 8:55 PM from bangaore and made the payment in 2 installments and got the ticket confirmed. Since our Visa was not yet approved at the time, We contacted MakeMyTrip customer service, to confirm the cut off time to cancel the ticket without NO SURE penalty. A guy named Asish confirmed that we can cancel the ticket before 6 hours, without any penalty, but still we will have the regular cancellation charges. Unfortunately our Visa, which we expected to get it approved without any problem got rejected at 2:15 PM. Once there was no other option we tried contacting MakeMyTrip customer service at 2:20 PM. By the 6 hours rule we were still in the safe zone. But the execute Prashanth who addressed us, informed that we have to cancel the ticket before 12 hours and not 6 hours. We were shocked to hear that and asked him to check with the team to confirm this and also I informed him about the previous call. He put us on hold for a long time to discuss with the Airlines directly. Whenever he retrieved my call I was begging him regarding that the time is very less for us to cancel the ticket without penalty. But he kept on saying that if that is 6 hours, there wont be any penalty. Also he said that HE will make sure he will update their log to say that we have contacted @ 2:20PM to cancel the ticket. He confirmed that it is 6 hours @ 2:55PM and also another big thing 'OUR SYSTEM IS DOWN' and they cannot cancel the ticket. The options he gave were, 1. Cancel it directly thru Srilankan Air lines 2. Call them back after 2 hours to cancel the ticket. Anyways, he promised that there wont be any NO SURE penalty as he has updated his system perfectly with all the details. Since not to take chances in wasting time, I called the airlines and cancelled the tickets First mistake o[censored]s was to select - make my trip and the second worst mistake was we believed them. Believing them we were waiting for the refund to be processed. for 2 days we were waiting for their update and since there were no update, we called them back and got the shocking news... that the penalty will be applicable. The person who attended our call, didnt even know what happened. The best thing here is the ticket is not even cancelled. We said all the stories in details and that person said it has been escalated to address it immediately. Till then, every 2 days, I have been talking to as many executives as possible. Finally today having no response, I called them again, Preeth from MakeMyTrip customer service was talking like a police officer, saying that 1. We have all the details. 2. You called twice, why didnt you cancel the ticket thru airlines after the first call 3. We have to doubt your statement. 4. System status was informed in the first call itself - Which is a very big lie that they them self can easily verify. But they will not do it. Again I have to talk to another person to get this addressed. She said that she has escalated and it will be addressed in 48 hours... and the story continues.. MakeMyTrip - Please understand.. This is money we are talking about. hard earned money. And the last thing that your service person or the team had to touch is Customers self esteem... your person is saying that I am lying to get my money back... Really feeling bad to chose MakeMyTrip.. Sorry to hurt your feelings... but its the bitter truth... Accept it..