Make My Trip — Booking of airline tickets.

Address:	Gurgaon, Haryana, 122016
Website:	www.makemytrip.com

Dear sir,
On 13th feb 2016 we had booked three international flight tickets from makemytrip.com with details provided below:

Booking id: nn[protected]

Departure:
27th may 2016: delhi-moscow-barcelona airline pnr: rjldtk

Return:
4th june 2016: amsterdam-moscow-delhi airline pnr: rjldtk

Travellers:
(1) mohammad abu bakar; (2) aquib naseer; (3) arafat azhar fahim

Total amount paid: 16250+28334= 44584 x 3= 135027

Despite booking our tickets in advance we had to cancel my trip due to some personal emergencies. As per the tickets mandate provided alongside the tickets, we came to learn that we can make amends to our booking between 0 hrs - 365 days for an airline fee difference plus makemytrip.com charges. We gave a call to the customer desk to reschedule our tickets (After reading terms and conditions) for alternative dates. However the response received by us from repeated calls made to makemytrip.com customer service was extremely disappointing. The summary of the conversations are mentioned below:

Calls made to toll free no: [protected]

First call: 26th may, 2016 at 18:29 hrs (Call duration: 13 minutes)
Caller 1: “sir there is nothing we can do our end. You have to talk directly with the airline.”
As per the guidance of the makemytrip.com customer service advisor, we had to call the indian office of aeroflot airlines in new delhi to request for rescheduling post which we were once again suggested to contact the international head quarters of the airlines in russia. We made that call on +[protected] at 18:53 hrs for 1 minute and 18:55 hrs for 13 minutes and were informed that with a penalty of 100 dollar per passenger rescheduling of tickets could be done only through the travel agent.

Second call: 26th may, 2016 at 19:09 hrs (3 mins) and 19:12 hrs (45 mins)
I again had to explain the customer service advisor about my entire case to which she agreed and inform me that i have to shell out 8500 rupees and 500 rupees make my trip fee to which i agreed and the airline difference. She kept me on hold for about 10 minutes and then informed me there was no seat on my return date and hence she asked me to alter it. Now with new travel dates i have to pay additional more than rs. 20, 000 per passenger (Airline difference) when the actual fare listed on their website was only rs. 42, 000. This was a clear arm twisting done by makemytrip.com’s advisors because of my compelling situation. They were trying to cheat us and earn the most out of our distress situation. When we refused to accept such ridiculous charges, we were put on hold again for few minutes and call got automatically disconnected.

Third call: 26th may, 2016 at 20:20 hrs (Call duration: 28 minutes)
Spoken to another customer service advisor and patiently explained the entire situation on which he assured us that his superior will get back to me within two hours with a possible solution.

After waiting for another 2 hours i again rang them back to know the status of my request.

Fourth call: 26th may, 2016 at 23;12 hrs (Call duration: 29 minutes)
A lady took my call and this time when i have to repeat my request to amend my dates again she told me that she couldn’t find any suitable dates for my journey neither in july nor in august. Hence again call was disconnected.

Fifth call: 26th may, 2016 at 23:46 hrs (Call duration: 90 minutes)
We again spoke to the senior line manager of makemytrip.com named mr. Amit saha explaining him our situation and requesting for a reasonable solution but this man only stalled us for almost an hour and a half, appearing to solve our problems but infact he was just trying waste our time. At the end of the call, he told us that since it was 01:00 hrs of 27th may, 2016 and the flight has already departed, therefore it is a “no show” and nothing could be done by makemytrip.com

Moreover, we again contacted the russian headquarters of aeroflot airlines at 20:02 hrs on 26th may, 2016 for 17 minutes requesting them if they could assist us with the cancellation in anyway but again and again we were told that only the travel agent (Here, makemytrip.com) can assist with the same.

Having vehemently tried to contact the customer service for a solution and spending a lot of money on calls made to russia and delhi, we have lost much more money that we initially spent. This has also in turn become a mentally harassing situation for us.

Next morning at around, 04:27 hrs a call was made at our phone number which we could not attend because of obvious reasons that it is an indecent hour to receive calls and we were sleeping for the night. This call was made as an eye wash just to prove their point that they tried to contact us. We received an email at 04:35 hrs on 27th may, 2016, stating the same that they tried to contact us but could not get through. This was again a lame attempt by the makemytrip.com advisors to clear their position, as calling someone at 04:30 am in the morning is naturally an odd time for any one in the indian subcontinent to take official calls.

This has been a ridiculous and painful situation for us and we would like to press serious legal charges for harassment and misleading by makemytrip.com. Further, we would like makemytrip.com to either refund us the ticket money we spent or provide us with a replacement ticket for a future date plus additional money as a compensation for our mental harassment and international call charges

Yours faithfully,

Mohammad abu bakar
Aquib naseer
Arafat azhar fahim