MakeMyTrip India — Refund promised but not given and no proper response on the issue. On top of that the case is closed by them.

I had bought a ticket to fly from Mumbai to Hyderabad from makemytrip and I even purchased extra luggage from their app. While purchasing extra luggage it showed that I need to pay Rs. 2250 to carry an additional baggage of 23kg in the flight apart from the regular baggage allowance. I paid that amount and on my ticket also it shows that I can carry the additional bag of 23kg. I took the baggage and at the airport I came to know that the amount I paid was only for 5kg extra. Vistara people asked me to pay 2000 for extra baggage piece and 12000 for the extra weight I had. I spoke to Mr. Gagandeep, the makemytrip customer care agent on call and I was with him on call till he checked everything. At first he was not agreeing that they made a printing mistake on my ticket and I suffered so much pain at the airport. Then when I shared all ticket details with him he agreed to me on call that yes it is their mistake and he asked me to pay the money and they will refund the money to me. I even have the emails and call recordings as a proof with me. I travelled on 26th December 2023 and it is till date makemytrip has ignored my emails and calls. They have been sending same replies to me and despite following up with them for so many days and wasting so much of my time. They have closed the case and not even refunded my money. Despite sending so many emails, there is no proper customer service offered and I have beared a loss of Rs. 14000 because of them and their mistake. I really want my money back and I have all the supporting proof for the same. Please look into this matter and let me know what can be done. I am just wondering that on a daily basis they must be thugging so many people on the same lines. This is not at all expected from Makemytrip and this has given me such a worst experience, I am attaching the main documents and the call recordings with the complaint. I have more emails too where they have not responded well to solve my issue. They have just been sending standard replies to me. I want my money back as this is giving wrong information to the client and then not paying back the money even after promised. If that person had not promised me for the refund on call, I wouldn’t have paid the money at the counter. It is not a small amount.