Make My Trip — Fraud and tortuous customer service

Address:	Mumbai City, Maharashtra, 400051
Website:	makemytrip.com

I had booked a return international flight on Make My Trip (MMT). Originally, there were four flights in the itinerary. However, suddenly, on day, I got an e-mail from MMT sending me a revised itinerary. The revised itinerary had only three flights instead of four. Their e-mail nowhere mentioned the reason for dropping one flight. On inquiring with them, I was told that one of the flights in the itinerary was called off by the airline. Further, I was told that their back end team is working on the matter and they will provide me an alternate flight in place of the original flight which was called off. After that, for 10 days, I have been following up like a donkey with them on mails and phone calls. I have contacted them at least 15 times in these 10 days. None of my e-mails have been replied. On all the calls, they tell a standard thing: "The issue is being looked into by their concerned back end team and they have raised the matter with them" On one of my calls, they told that they have contacted the airline and they are waiting for a revert from them. When I told them to share that communication with me, I was told that those are internal communication and cannot be shared. I do not understand how a communication with airline is an internal communication. Further, since such communication is related to a ticked on which I am travelling, why it cannot be shared with me? On another call, when I told her to read the case notes, there were two mentions about their so called efforts to contact the airline which were as under: 1. Tried contacting Air India office but the office is closed (My flight is on Malaysia Airlines. Why the hell they are contacting Air India Office?) When I asked for an explanation, the representative told me that they would have written Malaysian Airlines as Air India in short form. Wow, what a creative short form.. 2. Tried calling MH office but number was not reachable (Is the number not reachable for last 10 days? Dont they have any other number or any other mode of communication? The above is all what they have done in contacting the airline. There were no other case notes for communication with airline. And they are telling the matter is pending with airline.. Actually, the matter is not even raised with them and they are torturing the customer for last 10 days. Now I could understand why they are not sharing the so called internal and confidential communication with the airline.. Because there is no such communication. Pathetic Service. I am being tortured for last 10 days (Torture is an under statement.. One should discover a higher degree word for such service by their team) My filght which has been called off is scheduled 20 days from now.. Hope you people will do something and get me justice.