[Resolved]  Make My Trip — Amounts due and payable

Address:

Mumbai City, Maharashtra

We address you on behalf of and under the instructions of our client, Mr. Sushil Gupta. 1) Our client states that on 26th December 2013, he made an on–line booking of air line tickets through your web site for an Air India flight from Mumbai to New Delhi being flight AI-809, for Wednesday 1st January, 2014 – Departure Mumbai at 10.00 hours. Our client states that he also booked a hotel room at the Hotel Royal Plaza, Ashoka Road, New Delhi. Copies of the ‘Flight + Hotel Booking confirmation ’ sent by your goodselves as “Make My Trip Booking ID NP[protected] ” is enclosed herewith. 2) Our client states that he made full payment through his Credit / Debit Card. Our client states that a sum of Rs.16, 634/- was debited towards the charge for the Air ticket and the Hotel booking combined. The PNR for Air India flight AI-809 was given as ZBNS9. 3) Our client states that under the “ Important Information ” of your “ Flight + Hotel Booking confirmation ” Voucher dated 26th Dec. 2013, under sub-heading “Frequently Asked Questions (FAQ)”, question no. ‘C’ reads “How do I cancel my booking ?The reply given thereafter reads” please mail us at <[protected]@makemytrip.com>or call[protected] or our toll free number[protected], to cancel your ticket. It further says that “ The individual components i.e. either the flight or the hotel stay cannot be cancelled_ _ _ _”. The E-Ticket emailed by you to my client on 26th Dec.2013 at 16:43 stated “ For Cancellation / Date change uptill 3 hours before departure of flight, please contact MakeMyTrip”. 4) Our client states that on the early morning of 1st January 2014, he realized that he was unwell and had got “flu”, and would not be able to travel to Delhi even though he had a very important matter in the Supreme Court the next day and a conference with his Counsel on the 1st of January 2014. Our client states that he therefore sent an email as mentioned in the Flight + Hotel booking confirmation dated 26th Dec. 2013, to <[protected]@makemytrip.com> at 04.31 hours. Our client states that the email sent read “Kindly cancel my Hotel and Air ticket as I have got flu. Thanks n regards, Sushil Gupta ”. 5) Our client states that at 04.32 hours, i.e. just about a minute later, he got an email in reply, with a ‘Reference no. [protected]’ which read “ Dear Sushil Gupta, Thank you for contacting Makemytrip.com. A reference ID :[protected] has been assigned for your query. You are requested not to change the subject line containing the reference ID when replying to us to serve your better. We will respond to your query within 24 hours_ _ _ _ _ Warm Regards, Team Makemytrip.com”. Our client states that he read this on his mobile phone & went back to sleep. 6) Our client states that he was shocked and surprised when he received an email from one Mr. Sagar Purkait from your Gurgaon office, informing him that only Rs.881/- would be refunded for cancelling the Airline ticket and nil refund for the hotel booking. 7) Our client protested vide his email of the same date i.e. Jan.1, 2014, that he had cancelled the ticket + Hotel booking by sending the email well prior to the 4 hour deadline and that as per the cancellation norm only Rs.1, 053/- for the air line and Rs.250/- for service charge of MakeMyTrip.com should be deducted and balance refunded. And for the h otel booking, the tax amount should be refunded. 8) Our client states that Mr. Sagar Purkait vide his email dt. 2nd Jan.2014, insisted that only Rs.881/- would be refunded. Our client states that he responded by saying that he would approach the Consumer Courts.Our client states that vide email of 7th Jan., 2014, one Ms. Vaishali Sharma from your Gurgaon office informed him that the refund amount would be Rs.1, 481/-.Our client states that no explanation was given as to how the amount was arrived at. 9) Our client states that he is entitled to a refund of the entire Airline ticket less Rs. 1053+250/- as he had sent the email for cancellation within the four hour time limit. Our client states that he is also entitled to refund of taxes on the hotel booking. 10) We hereby call upon you on behalf of and under the instructions of our client to refund within a period of 15 days from date of receipt of this letter, failing which, our clients will be constrained to initiate legal proceedings against you which will be at your entire risk as to its costs and consequences.