[Resolved]  MakeMyTrip.com — Refund issue

Address:

Hyderabad, Andhra Pradesh

I am submitting the entire details of the correspondence which is self explanatory and find that your response does not specifically address my query. Spice Jet has confirmed that the entire refund has been credited to you while you mention that it is kept on hold. I am enclosing the entire set of correspondence and would like you to reach me by E.mail [protected]@gmail.com with the refund details. Dont be beating around the bush and it is not correct to trade and retain others money if you have received the refund which is given to understand by spice jet. I would not patronise makemy trip .com either by self or by my friends and would expose the atrocious service to the media. Here is a set of entire correspondence and the enclosed documents where spice jet confirms to have made the payment. Subject Step-1 Complaint Registered Refund issue Response By Email (Gazala Mev) (13/01/2015 10.07 AM) Dear Mr. Venkatesa, Thank you for contacting MakeMyTrip Customer Support regarding the refund for the Booking ID NF[protected] & NF[protected]. With reference to your e-mail, we would like to inform you that as agents or intermediaries, we pay the ticket / fares to the airlines. In case of any cancellations (either by the customer or by the airline), the airlines pay us back which in turn we refund to the customer. Unfortunately, Spice Jet is yet to come out with a time as to when they will refund the fares for the cancelled flight and on the basis of this we are advising our customers to wait. Refund for your booking is on hold till further notice. An update will be shared as soon as we receive information from the airline authorities. Your opting for a refund against the non-operational/cancelled flight is recorded in our system and as soon as we have a concrete revert from Spice Jet, we will update the status. What we can assure you is that MakeMyTrip does not have or will have any intentions of holding any customer's money. The moment Spice Jet shares an update on the refund status, we will begin the refund process from our side. When this happens, you will hear from us immediately via e-mail or SMS. Till then we request and appreciate your co-operation. We are constantly following up with the Airline and trying our best to resolve the situation. For any further assistance we are available round the clock on our toll free number[protected]MTNL/BSNL)/[protected]All Major Mobile Operators)/[protected]Any Landline). You may also write to us through "Reply E-mail" or writing to [protected]@makemytrip.com or visit us at www.MakeMyTrip.com. We value your business with us and look forward in assisting you with all your travel plans. Yours Sincerely, Gazala Mev MakeMyTrip (India) Pvt. Ltd. Tower A, SP Infocity 243, Udyog Vihar, Phase 1 Gurgaon, Haryana - 122016, India All Major Mobile Operators:[protected] Tel:[protected],[protected] E-Fax number is 0124 – 4781801 E-mail:[protected]@MakeMyTrip.Com You are welcome to write to our management with feedback about our services at https://support.makemytrip.com/customer_complaint/New_Complaint.aspx Customer By Email (Vijayalakshmi DR) (12/01/2015 12.50 PM) Booking ID NF[protected] & NF[protected]. How can the refund be on hold when Spice Jet have shown the refund status in the system which has been enclosed and sent to you. You have conveniently not bothered to the query I have raised on the subject. The money has been paid to you and it is your responsibility to get the refund done. What happens between spice jet and you is not our concern. We require the refund as this is a contract between me and Make My Trip. Please get the credit proceeds done immediately failing which I would constrained to take up with the regulator and get the media attention on the subject. Regards Venkatesan S R On Sat, Jan 10, 2015 at 2:34 PM, MakeMyTrip <[protected]@makemytrip.com> wrote: Response By Email (Gazala Mev) (10/01/2015 02.34 PM) Dear Mr. Venkatesa, Thank you for contacting MakeMyTrip Customer Support regarding the refund for the Booking ID NF[protected] & NF[protected]. Your query is important to us. We apologize for the delay in response and will strive to provide a quick resolution to your query. We assure you of high quality service and regret any inconvenience caused due to the delay. We were unable to respond you within the committed timeline due to high volume of queries. We appreciate your patience in this regards. With reference to your e-mail, we would like to inform you that as agents or intermediaries, we pay the ticket / fares to the airlines. In case of any cancellations (either by the customer or by the airline), the airlines pay us back which in turn we refund to the customer. Unfortunately, Spice Jet is yet to come out with a time as to when they will refund the fares for the cancelled flight and on the basis of this we are advising our customers to wait. Refund for your booking is on hold till further notice. An update will be shared as soon as we receive information from the airline authorities. Your opting for a refund against the non-operational/cancelled flight is recorded in our system and as soon as we have a concrete revert from Spice Jet, we will update the status. What we can assure you is that MakeMyTrip does not have or will have any intentions of holding any customer's money. The moment Spice Jet shares an update on the refund status, we will begin the refund process from our side. When this happens, you will hear from us immediately via e-mail or SMS. Till then we request and appreciate your co-operation. We are constantly following up with the Airline and trying our best to resolve the situation. For any further assistance we are available round the clock on our toll free number[protected]MTNL/BSNL)/[protected]All Major Mobile Operators)/[protected]Any Landline). You may also write to us through "Reply E-mail" or writing to [protected]@makemytrip.com or visit us at www.MakeMyTrip.com. We value your business with us and look forward in assisting you with all your travel plans. Yours Sincerely, Gazala Mev MakeMyTrip (India) Pvt. Ltd. Tower A, SP Infocity 243, Udyog Vihar, Phase 1 Gurgaon, Haryana - 122016, India All Major Mobile Operators:[protected] Tel:[protected],[protected] E-Fax number is 0124 – 4781801 E-mail:[protected]@MakeMyTrip.Com You are welcome to write to our management with feedback about our services at https://support.makemytrip.com/customer_complaint/New_Complaint.aspx Customer By Email (Vijayalakshmi DR) (08/01/2015 10.30 PM) Dear Gabriela Raj I am rather surprised by the contents of your letter. It appears to be casual by the tenor of your letter which is least expected from a firm like make my trip.com. How do you club my concern with the rest of the people. If I am not the isolated case, it calls for more detailed probe as this only shows that the firm is not concerned of what is happening to the large number of customers. On enquiry with the spice jet, I am informed that you have received the full refund of the fare which is self explanatory on the perusal of the the document is enclosed herewith. While on the subject, they have given specific credit of the customer, I don't understand how the issue is not getting resolved. Don't you think it should be your responsibility atleast to drop in a line when there is a delay while you would wait for the customer to realise that the respective credit is not done when the client receives the credit card statement. Your reply even does not explain as to when our credit would be realised. I am bringing this to the notice of the grievance cell in the Director General of Civil Aviation and also to the notice of the public media. I would only assume based on the advice given by the airlines and the documents enclosed herewith that you have received the credit and not giving the benefit to the customer and if it is not true, please reply so that I would take up with the spice jet airlines. To conclude, the contract is concluded between you and the customer and there fore you cannot absolve from the responsibility. I hope you give due consideration to the contents of this letter and revert immediately failing which we would reserve our right to take appropriate action. Also please note that I should get full refund and without any deductions. Regards S R Venkatesan On Mon, Jan 5, 2015 at 6:02 PM, MakeMyTrip <[protected]@makemytrip.com> wrote: Customer By Email (Vijayalakshmi DR) (08/01/2015 10.21 PM) Dear Gabriela Raj I am rather surprised by the contents of your letter. It appears to be casual by the tenor of your letter which is least expected from a firm like make my trip.com. How do you club my concern with the rest of the people. If I am not the isolated case, it calls for more detailed probe as this only shows that the firm is not concerned of what is happening to the large number of customers. On enquiry with the spice jet, I am informed that you have received the full refund of the fare which is self explanatory on the perusal of the the document is enclosed herewith. While on the subject, they have given specific credit of the customer, I don't understand how the issue is not getting resolved. Don't you think it should be your responsibility atleast to drop in a line when there is a delay while you would wait for the customer to realise that the respective credit is not done when the client receives the credit card statement. Your reply even does not explain as to when our credit would be realised. I am bringing this to the notice of the grievance cell in the Director General of Civil Aviation and also to the notice of the public media. I would only assume based on the advice given by the airlines and the documents enclosed herewith that you have received the credit and not giving the benefit to the customer and if it is not true, please reply so that I would take up with the spice jet airlines. To conclude, the contract is concluded between you and the customer and there fore you cannot absolve from the responsibility. I hope you give due consideration to the contents of this letter and revert immediately failing which we would reserve our right to take appropriate action. Also please note that I should get full refund and without any deductions. Regards S R Venkatesan On Mon, Jan 5, 2015 at 6:02 PM, MakeMyTrip <[protected]@makemytrip.com> wrote: Best Regards, MakeMyTrip Team Download MakeMyTrip Mobile Apps Give Missed Call to[protected] [---001:008033:31279---]