MakeMyTrip India Complaints & Reviews

I am absolutely shocked and frustrated with the pathetic customer service (of Makemytrip). It is evident that they are just interested in selling a product without caring a damn for the customer.

On 24/02/10, I tried to book international flight (Flt date: 18th March, Flt MS 425, Sharm el Sheikh-Luxor, Egypt Air), using Net-Banking.
On the first attempt, there was a debit of Rs.10,460 but due to an error at their server end, the tickets were not booked. The website basically stopped functioning but I got a call from their customer care immediately stating the problem and assuring me that the amount would be refunded in 7 working days. I was advised to try booking the tickets again (either online or to give Credit card details over the phone). So a few minutes later, i decided to try booking the same flights using the same Net banking option. Unfortunately, a similar problem occurred. However this time I reached the step saying the amount was charged by "CC AVENUES". The tickets were not booked and the amount Rs.10,460 was again debited.

I finally managed to book the flights using 'Debit Card' Option. So my a/c was debited Rs. 10,460 x 3 times (out of which the debit was incorrect on two occasions).

As of today (31/03/10), I have been refunded only Rs. 10,460 by "CC AVENUES". The other incorrect debit of Rs.10,460 has yet to be refunded by 'Makemytrip'. My bank confirms that they have NOT received any refund from 'Makemytrip'

I have emailed them at least 15 times ([protected]@makemytrip.com AND [protected]@makemytrip.com). They have replied back only twice and on both occasions their response has been incomplete and highly unsatisfactory. I have been overseas during and since this incident occurred. Have even spent a fortune calling their customer care, but on each occasion I have been given a pack of lies (stating my complaint is on "HIGHEST PRIORITY"...as if it was on a very low priority earlier). Why do they make false promises of reverting in 24hours when they don't even acknowledge emails (my last email to them was 4 days back)

Kindly help me to get my remaining Rs. 10,460 from this useless service. My details are

(a) Booking Id : IN1002B08621 / FLTINT[protected]

(b) Entry on my bank statement for the incorrect debit: BIL/[protected]/Sharm el shk-Luxor f/IND-BIE-2652

(c) Bank details: ICICI Bank

(d) Incident number (as per initial correspondence by email):[protected]

(e) Telephone number used while booking: +[protected]

If Makemytrip claims that the remaining Rs.10,460 has also been refunded then they should provide some evidence for me to track with my bank. I have read a number of similar complains and am shocked to see how such as disastrous service is allowed to continue cheating customers.

Malcolm N. Mistry

I had booked tickets online through Makemytrip for my Mom & brother from Mumbai to Goa and back in Sept 2008. The total fare was Rs. 14,118/- However, after checking my credit card statements, I found out, that the Company has taken the same amount from me twice.
I then wrote a letter to Makemytrip regarding this and after repeated emails they agreed to refund the money. They said that the money would be reversed to my credit card account. I then told them that the card is no longer operational and to refund the money to my Bank account. It's going to be 2 years in Sept 2010 since this booking has been made. I then got in touch with my Bank and produced enough evidence to show that the credit card account is no longer operational and that the money be remitted to my savings account.
Makemytrip is so thick skinned that it just turns a deaf ear to my plea despite repeated emails sent to them. After all, Rs. 14,118/- is not a small amount and it's my own money that I'm asking them for.
Hence, request you to take this matter up for me. I want to fight tooth and nail and get my money back. Many Thanks.
Regards,
Michelle P.

I have booked 5 tickets from kochi to kolkata on 26th March 10 in spice jet on makemytrip.
As per my understanding the spice jet flight is a connecting flight.
Passenger has to travel in SG112 from kochi to mumbai and then in SG804 from Mumbai to Kolkata.
Flight no. SG804 is NOT mentioned anywhere in the Invoice / E-Ticket / Itenary.
The E-Ticket also mentions "Non Stop" flight.

Feel this kind of incomplete information may lead to lot of confusion and miss of flight and also inconvenience to the passengers.

Its surprising to see such a huge miss at your end which forces me to conclude with the fact that I got a bad service.

I expect a compensation for the confusion caused.

Thanks n Regards,
Sinjini Unni

I had booked 3 air tickets with MakeMyTrip.com in October 2009 ffrom Delhi to Jammu. I had to cancel the tickets due to some family circumstances and was promised refund after minor cancellations. The site currently says cancellations have been processed but I have not received the money back into my account.

I have written at least 10-12 emails and have called at least 5-6 times in last 6 months to their call centres. Everytime I have been requested a different document/details. Last email was sent two weeks back wherein I sent MakeMyTrip a copy of my account statement to prove there has not been any refund into my account.

I havent received a response or my money yet.

Can I request to please take a look into this?

Thanks

Rishi Raj Srivastav

Sir/Madam,
With due respect,i would like to inform you that I made a "hotel booking" through www.makemytrip.com and just after making the payment i recieved a mail that my booking has been cancelled due to unavailabilty of rooms in the required hotel and thus my account will be refunded within 10-15 working days.But the refund has not been done.Since the booking was made on 24th December,2009,so it has been already around 3 months but there is no response from the dealer.I would also like to inform you that whenever i call the makemytrip.com,they say that they have not charged the amount and asks me to contact my bank.And whenever i contact my bank,they say that they have done the payment and makemytrip.com has already recieved the payment.The sufferer in between is only me.
Please help me in getting my refund amount back as soon as possible.
I shall be highly thankful to you.

Amount charged:RS.5280
Bank :Punjab national bank

Furthe you can contact me for any other assistant.

Thanking You.

Yours faithfully,
Vaibhav Rungta
[protected]@gmail.com
[protected]

I have canceled the flight which I have booked for my wife from Bangalore to Frankfrut. It alreday 3 months are over, I have not yet got the refund money. When ask them they keep telling me that they will refund in 3-days. I have attached the mails also, but until now there is no refund.

This is really very poor customer service, I fed up with asking them many times... !!!
Please help me in getting my refund at the earliest.

This is the mail content I got from Makemytrip service.
**************************************************************************

Subject
Re: Refund Confirmation

Discussion Thread
Response (Lucky Kaul) 28/01/2010 12.00 PM
Dear­­­­ Mr.Patil,


Greetings from MakeMyTrip!


At the outset, we apologize for the inconvenience caused to you due to delay at our end.


Further, please note that the refund is initiated today and would reflect on your card within 05 business days.


Let me assure you that what happened in your case is not typical of Makemytrip’s level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry.


Yours Sincerely,
Lucky Kaul
MakeMyTrip (India) Pvt. Ltd.

103 Udyog Vihar Phase I
Gurgaon -122016 (Haryana)
Toll Free:[protected]MTNL/BSNL phones)
Toll Free:[protected]Airtel subscribers)

Tel:[protected],[protected]

E-mail:[protected]@MakeMyTrip.Com
********************************************************************************

I have tried to book train tickets from Makemytrip.com, 2 times. After I payed the amount, due to technical problems, i didnt get tickets, but amount is credited. I got a mail saying that they will refund it in 3 working days but didnt get any refund even after 10 days. I have called them and mailed them but no response. Please let me know what can be done regarding this.

I made a reservation on Makemytrip.com for a flight from Detroit (DTW) to Newyork (JFK) on Delta Airlines and onwards from Newyork (JFK) to Chennai (MAA) on Jet Airways. I was initially impressed by the affordable price (saving about $200 compared to the Jetairways.com, Lufthansa.com or Delta.com). But the old saying "if its too good to be true, then it probably is a scam" reminds me to never do this again!

Makemytrip does not issue any vital information about requirements for check-in, such as time for check-in before departure. Delta Airlines verifies that I checked-in with the agent in the airport 50 minutes prior to departure of the flight. Delta's website states that passengers are required to check in with baggage no less than 30 minutes prior to departure on domestic flights, such as my segment with Delta (Detroit-Newyork!).

https://www.delta.com/traveling_checkin/itineraries_checkin/requirements/#when

I also happened to be in the check in line for 45 minutes prior to checking in with the agent. I have a written declaration from my colleague who drove me to at the airport, that he dropped me off over 90 minutes prior to scheduled departure.

Delta and Jet Airways say that since the reservation was made through Makemytrip, they are NOT responsible for rebooking/refunding/reissuing/cancellation. They ask me to deal with Makemytrip.

It is clear that the airlines can sell these lowest priority tickets through makemytrip on "pre-negotiated" discounted fares but will do everything they can to offload and/or marginalize passengers that booked through Makemytrip.com.

Makemtrip.com is not cooperative as they claim that Delta states that I was a "no show". They are not helpful in reclaiming the ticket nor representing me (their customer) to the airlines.

My round-trip ticket was $1230 and it is likely that between the airlines and Makemytrip, I will receive almost no refund after cancellation penalties, no rebooking, or no reissue. Between this collusion among Makemytrip, Delta Airlines and Jet Airways, there is no accountability as they are all happy to ask me to talk to the other parties. I can not believe this is any thing short of an illegal scam to take advantage o[censored]nsuspecting consumers like you and me.

At this point, Makemytrip is supposed to refund some portion of my fare. I intend to take this up legally, depending on the final outcome of my conversation with Makemytrip. I will keep you updated.

Sirs,
On 27th and 28th Ihave tried to book air ticket Hyderabad to delhi using the services of Make my Trip.com.As the transaction could not be completed due to a problem in their server.Several attempts were made with no success.I received an intimation on my mobile phone thro sms that by balancedue is RS 22,000..Iam yet to receive the monthly statement so as to furnish more details.When the merchndiser Make my trip .com has not rendered any services ,Irequest you to kindly reverse the charges build on my card and restorethe credit balance
thanking you,
satish suri

Dear sir,
To day i made a railway return ticket booking from: borivali to new delhi but after making payment it shows
"unfortunately, your transaction could not be processed because of a temporary connectivity problem. we request you to please try making the payment again, in case you still face any issue, please reach out to our customer care team for assistance on our toll free number at[protected]mtnl/bsnl) or[protected]all other major operators)"
So i had tried again to book a same ticket. again same message appeared.
Now a days i am really fed up with your system!!!
I was told by make my trip executive that they had received payment three time from my account. and i have to wait for two hours to get confirmation from their end. again i was told by mr. mhd ashar (sr. supervisor) that they have received payment only once, but m account details shows that the amount is debited to my account is double. (twice). mr. mhd asher is accepting that the mistake is on their end not from irctc site.
One more thing that the website of make my trip is not showing an payment rece3ipt from my account.
See attached jpg files which itself reveals the truth. i have received one mails for confirmation of my bookings.

Humble request, don't try to fool us, either change your system or else stop this online defraud!!!

In just one month this is the second time i am facing problem with make my trip.

Really unhappy customer...

Shailesh bhinde.
[protected] / [protected]
[protected]@gmail.com

Dear make my trip...

Now a days i am really fed up with your system!!!

I had tried to book flights for my family to travel from kolkata to bangalore on february 28th 2010 in indigo air. the payment was processed and i happened to pay the money through my federal bank net banking gateway. after the payment is done and the cash has been deducted from my savings account, the message in make my trip page was :

"unfortunately, your transaction could not be processed because of a temporary connectivity problem. we request you to please try making the payment again, in case you still face any issue, please reach out to our customer care team for assistance on our toll free number at[protected]mtnl/bsnl) or[protected]all other major operators)"


See attached jpg files which itself reveals the truth. i haven't received any mails for confirmation of my bookings.

I am in oman, i have sent e-mails with my complaints to [protected]@makemytrip.com, [protected]@makemytrip.com. no reply i got. i tried to contact uae, delhi office and banglore office, but no one bothered to take initative. then i happened to call my wife and asked her to follow up and finally after talking to 3 make my trip executives and for one hour they had given complaint number in1002b08716 and said that money would be refunded in a day. and asked us to book ticket directly with indigo air. i had booked the flights based on the advice directly. i have already spent more than 1500rs for following up with make my trip for refund. i need my money refunded back in no time...

Humble request, don't try to fool us, either change your system or else stop this online defraud!!!

In just one month this is the second time i am facing problem with make my trip.

Really unhappy customer...

—
~jobin~
[protected]

They have Charged Me the entire ticket amount . But there are no signs of My Reservation. I am Supposed to travel in two days.And I Tried to book my tickets under tatkal. These people have completed the amount transaction but not booked my tickets. I've spent hell lot of time to contact their customer care. But not been able to contact any person As they just put us on Hold.. All my travel plans have been Spoiled because of this incident. And I am going to take Make My Trip to Task

We booked Jet Connect flight no 9W-2401 (FLT[protected]) which was scheduled to reach from
Kolkata to Pune on 12th December. But the flight was cancelled when it reached Mumbai . The Jet Airways people provided the refund voucher for the same. They asked to get the refund through Make my trip as the ticket was booked by Make my trip .

As discussed with Make my trip we have provided all required documents i.e scan copy of E-tickets, Boarding pass, Refund Voucher (Provided by Jet connect). But they were just going lie by saying that they haven't received the scan copy of those documents but we marked cc to our own email id and we got those mails along with those scan copy documents at the same time. Then they had to agree that they have received. But by that time they forgot my original request and they were asking us "What is you demand Sir". Then we replied with our old story along with the required documents again. After that they were saying that they were trying to reach us over phone nos whereas we haven't got any miscall in our cell nos. Then we have sent the reply mentioned below along with 2 contact nos. But till date we haven't got any calls, any mails regarding the same. :


----- Original Message -----
From: Tamal Chakraborty
To: [protected]@makemytrip.com
Cc: [protected]@hsbc.co.in ; Maumita ; [protected]@gmail.com ; [protected]@gamil.com
Sent: Tuesday, February 23, 2010 11:02 AM
Subject: Fwd: INO912R0051920: Refund Request [Incident:[protected]] [Incident:[protected]] [Incident:[protected]]




As per your mail I have provided 2 contact nos to contact us, but havn't gt any response (calls/ reply) from ur end.
Kindly contact me in [protected] . Else you cant talk to my wife Maumita Roy at [protected] any time. She was travelling in that Jet Connect flight (9W-2401) (FLT[protected]) (* Chk the E-tickets, her name is mentioned there in Passenger name field) from Kolkata to Pune (Via Mumbai) on 12th Dec. But the Mumbai -Pune flight journey was cancelled when it reached Mumbai .
The Jet Airways people provided the refund voucher.
As per the calls and earlier mails that I had with you on this I have already
presented you the proofs (E-tickets, Boarding pass, Refund Voucher).


My wife Maumita is always available in her contact no [protected]. In case if you find it difficult to reach me ([protected]) u can contact her any time for any more clarification.

But pls close this issue urgently as it is pending for a long time.

Regards
Tamal ([protected])







[protected] Forwarded message[protected]
From: Tamal Chakraborty <[protected]@gmail.com>
Date: Mon, Feb 22, 2010 at 10:49 AM
Subject: Fwd: INO912R0051920: Refund Request [Incident:[protected]] [Incident:[protected]] [Incident:[protected]]
To: [protected]@makemytrip.com
Cc: [protected]@hsbc.co.in, [protected]@gmail.com, [protected]@gmail.com, Maumita <[protected]@niccoventures.com>




Hi,

Thanx for the reply.
Kindly contact me in [protected] after 2 pm. Else you cant talk to my wife Maumita at [protected] any time.


Kindly do the needful asap.

Regards

Tamal ([protected])
Maumita ([protected])








On Sat, Feb 20, 2010 at 5:43 PM, MakeMyTrip <[protected]@makemytrip.com> wrote:








Subject
Fwd: INO912R0051920: Refund Request [Incident:[protected]] [Incident:[protected]]

Discussion Thread
Response (Mamta Rai) 20/02/2010 05.43 PM
Dear Mr. Chakraborty,



Greetings from MakeMyTrip!



At the outset, we apologize for the inconvenience caused to you due to delay at our end.


With reference to your e-mail, Sir, we are unable to reach on your no ([protected]) we requesting you to kindly call us on our toll free number, So that we can assist you further.



Once again, please accept our sincere apologies for any inconvenience caused.



Let me assure you that what happened in your case is not typical of Makemytrip’s level of customer service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry.



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 email 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.



Regards,

Mamta Rai

MakeMyTrip (India) Pvt. Ltd.

103 Udyog Vihar Phase I

Gurgaon -122016 (Haryana)

Toll Free:[protected]MTNL/BSNL phones)

Toll Free:[protected]All Major Mobile Operators)

Tel:[protected],[protected]

E-mail:[protected]@MakeMyTrip.Com



You are welcome to write to our management with feedback about our services. CLICK HERE: share.[protected]@makemytrip.com
Customer (TAMAL CHAKRABORTY) 19/02/2010 03.50 PM
Dear Vikrant,

I want the refund amount (Rs 1450.00) mentioned in the refund voucher which
was provided by Jet Connect due to cancellation of Mumbai to Pune journey of
the flight no 9W-2401 (FLT[protected]) which was scheduled to reach from
Kolkata to Pune on 12th December. But the flight was cancelled when it
reached Mumbai . The Jet Airways people provided the refund voucher.
As per the call and mails that I had with you on this I have already
presented you the proofs (E-tickets, Boarding pass, Refund Voucher) several
times.
Now, it is high time to get the actual refund amount rather than another
enquery mail from your end.
Kindly do the needful asap.
Regards
Tamal
[protected]

[protected] Forwarded message[protected]
From: Tamal Chakraborty <[protected]@gmail.com>
Date: Thu, Feb 18, 2010 at 5:12 PM
Subject: Re: INO912R0051920: Refund Request [Incident:[protected]]
[Incident:[protected]]
To: MakeMyTrip <[protected]@makemytrip.com>
Cc: [protected]@hsbc.co.in, Maumita <[protected]@niccoventures.com>,
[protected]@gmail.com, [protected]@gmail.com

Dear Vikrant,

I want the refund amount (Rs 1450.00) mentioned in the refund voucher which
was provided by Jet Connect due to cancellation of Mumbai to Pune journey of
the flight no 9W-2401 (FLT[protected]) which was scheduled to reach from
Kolkata to Pune on 12th December. But the flight was cancelled when it
reached Mumbai . The Jet Airways people provided the refund voucher.
As per the call and mails that I had with you on this I have already
presented you the proofs (E-tickets, Boarding pass, Refund Voucher) several
times.
Now, it is high time to get the actual refund amount rather than another
enquery mail from your end.
Kindly do the needful asap.
Regards
Tamal
[protected]







On Sun, Jan 24, 2010 at 8:18 PM, MakeMyTrip <[protected]@makemytrip.com> wrote:
>

[---001:002907:16771---]

Hi,

I have booked Bus ticket from Mumbai to Ankleshwar for 23rd Feb 2010 using MakeMyTrip.com online booking facility. I have booked 3 tickets of A/C sleeper class and when I have checked my ticket it was showing Bus Type as 'A/C Sleeper' and Seat Type as 'Seater'. I did not understand this and I have raised a query regarding the same to MakeMyTrip.com.

They told me that there is no such bus on that day. There is some programming error in their website and they just want to hide that. I am also a software developer and I understand all these things very well.

I asked them to refund my whole amount as this is an error from their side but they told me to cancel the ticket in normal way and they will refund the amount as per their cancellation policy rather than whole amount.

I want my whole amount at any cost. Can anybody please help me out? Also, I am attaching my e-ticket with this detail for your reference.

Thanks & Regards,
Bhavin A. Shah

Indiatimes [protected]@indiatimes.com

[protected][protected][protected][protected]

RE: refund not received [Incident:[protected]]

[protected][protected][protected][protected]
From : Seema Malik <Seema.[protected]@makemytrip.com>
Subject : RE: refund not received [Incident:[protected]]
To : VIJAY SAYAL...

AVOID MAKE MY TRIP AT ALL COSTS. They are a sham, they have the worst customer service. They have failed to complete a refund which need to carried out by June 2009 till now (Feb 2010). I have made over 60 calls trying to find out when will I get refund or what has happened. The customer service is absolutely pathetic they have no idea what is happening and keep making promises that I would get my refund within next 8 days every time like a tape recorded message. Kindly pass the message across and avoid make my trip

Hi,

I would like to get to your notice that the date of booking mentioned in the confirmation email is 3-March-2010, despite my selection of 4-April-2010 as my travel date. Details of booking:

MakeMyTrip Booking ID FLTINT[protected]
PNR Number IX06820003
Passenger Type Adult
Passenger Name Prashant Nakil
E-Mail [protected]@gmail.com
Booking Date : 18 Feb 2010

I have reported this error in booking at the help desk and my complaint number is IN0912R0265660 and was informed that I would be contacted in 48hours.

I would once again like to describe the way I booked the ticket which may help you understand that it wasn't a fault at my end while booking.
I had started the process of booking and after clicking on the next button during booking, instead of 4-4-2010, it picked up and booked for 3-3-2010.
The travel time, flight details are exactly the same, but instead of 3-3-2010 the date needs to be 4-4-2010.

Please have a look into it at the earliest as I need to confirm my ticket for 4-4-2010.
Kindly contact me or let me know your contact details if you need to discuss this further.

Thanks in advance.
Warm regards,
Prashant P Nakil
[protected]

I have booked aair ticket by air india flight no: ic 936 from hyderabad to chennai, journey date[protected], one adult, booked through visa credit card on[protected].
After entering all the details and completing all the formalities like entering my ipin,
i did not get any ticket pnr number or ticket details.
This is very frustrating.
Please respond immediatly and give me the details of my air ticket booked through your web site.
After taking all the details how can your web page can vanish without giving proper information orv feedback about the booked air ticket?
Your toll free help line is number one bogus system, where no operator comes on line, or, the menu will serve any purpose?
The first experience on your site is HORRIFYING.
Please sort out and get back on my email immediatly.
V.V.Narayanarao,

Hello,

1. It has been a traumatizing experience to talk to customer care executives of makemytrip over phone for refund request. Every time I have been given a different response to such an extent that I see no choice but to forward this complaint to consumer forum as well.

2. To start with, I had booked a ticket from Milwaukee to Delhi via Chicago and Frankfurt and back on the same route. The United Airlines flight (from Milwaukee to Chicago) in the booking mentioned above got delayed and so the entire trip was missed out. The Chicago--Frankfurt-Delhi route was on Air India. When I contacted United Airlines people first, they told me that since the entire trip was through Air India, they don't have any money for the refund and I should contact Air India.

3. When I contact AI, they told me that I should contact makemytrip as I booked my ticket through makemytrip.

4. So I started contacting makemytrip's customer care. Following is my experience with different customer care executives (all in Gurgaon office). Believe it or not, I have contacted them eight times:
- Nazm (on 6th Feb): she told me that I should contact United as its their flight which got delayed and not AI. She asked me to get a stamped document from United that their flight got delayed and send it to makemytrip. I contact UA and they said they don't have anything to do with this. The delay information is available and visible to all other airlines and travel agents, so they don't have to issue any stamped document.
- Sumeet (twice on 6th Feb): She told me that she can not see on her system if the flight actually got delayed.
- Shikha (on 6th Feb): She said that she is escalating my complaint and makemytrip will find out if the flight got delayed or not and that I will receive a callback within 6 hours. I did not receive any call back within 6 hours.
- Shikha (on 7th Feb): She told me that since the UA office is closed on Sunday, the delay information will only be available next day.
- Ravinder (on 8th Feb): He told me that (a) makemytrip is still trying to find out if the flight got delayed or not (b) if the flight delay is confirmed, I would receive full refund and (c) I will receive a callback within 6 hours "for sure".
- Jatin (on 8th Feb): I rang him after I didn't get a 6-hr callback. He said he will find out why there wasn't any callback and connected me to a supervisor named Tushar with whom the connection got snapped.
- Deepak (on 8th Feb): This was my worst experience with a customer care executive after which I was compelled to send this complaint to service desk and different consumer forums. He told me that (a) instead of makemytrip contacting the airlines, its me who should contact the airlines for refund request. All other customer care executives told me that entire 2 days were gone because makemytrip was trying to contact the airlines. (b) He told me it will actually take 72 hrs for callback. All other customer care executives told me that it is 6 hrs. All this despite knowing that my itinerary also has a return flight on Friday 12th Feb which should also be cancelled now. (c) He also asked me to contact UA (again) for refund request. I told him I have done so and I have been told that UA doesn't have any money for this booking. He then gave me a snap judgement on my refund case: I should agree for cancellation charges. I wonder on what basis this verdict was announced. (d) On repeatedly asked to connect to his supervisor, he said I will get a callback which hasn't happened yet. He also pronounced that there is no benefit in contacting the supervisor as he is going to tell me the same. I wonder why there are supervisors in the first place. (e) He told me that "the bottomline is" I should contact airlines myself. (f) Inspite of my continuing insistence, he refused to convey all this in writing.
- Priya (on 10th Feb): I contact her and again she gave assurance of call back in 6 hours. Nothing happened.
- Pankaj (on 11th Feb): He said the callback will be in 24 hrs. He also said if they verified that the United Airlines flight got delayed, then I will get full refund.
- Chinu (on 11th Feb): There was no call back in some 22 hrs, so I decided to talk to makemytrip again. Said she would connect me to some other department but the call got disconnected.
- Sumit, Sahil (on 11th Feb): Sumit connected me to Sahil. Sahil was impatient right from the beginning. He didn't try to understand my specific queries and try to answer them. He kept on saying that they are still contacting Air India. Despite being asked why it has taken so much time, he did not give any plausible explanation to me.
- Priyanka (on 11th Feb): Call couldn't be completed.
- Abhijot (on 11th Feb): Was probably in the same department as Sahil. Put me on a log hold and the call then got disconnected.
- Ravinder (on 11th Feb): Said that since the ticket is refundable, I would not compensated for my return trip as well.
- Sahil (on 11th feb): Promised again that I will get a call back. I told him I am traveling the next day and would be available on emails. he said he will email me. He also said they have contacted Air India and I will not get any refund (no explanation why no refund will be given to me). Never heard from him or anyone else. And now, it is 17th Feb today.

5. Needless to say, this horrible experience with makemytrip is almost akin to a scam where a customer is harassed and forced to pay unauthorized and fraudulent charges. I have made my booking through makemytrip and my refund will be from makemytrip. Then why should I go around the offices of the airlines.

6. If a callback is never given within 6 hours, why the customer care executives give a false assurance of 6 hours?

7. Obviously I have to be compensated as it is not my fault that UA flight got delayed.

8. I request that my refund case is taken up quickly by appropriate and knowledgeable persons. The makemytrip's "escalation" process regarding customer complaints is nothing but another scam as nothing really comes out of it. The entire customer care department appears to be giving contradictory and false assurances.

Thank you.

Regards,

Kumar Vijay Mishra

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.