A friend and I (students due to travel to Scotland on Student visa) booked our tickets to Glasgow via MMT (for Emirates airlines) on 13 August - Booking ref num NN[protected]. This was while an MMT agent was on call with us. Make note that this agent does not give us any information of possible restrictions that I need to be aware of. Let me tell you, as per their so called "guidelines", we had gone through all possible country guidelines both for country of destination (Dubai) and layover - none of which mentions no layover post 10 hours is allowed for Dubai. Our original flights were booked for the 7th (Mumbai to Dubai) and 8th (Dubai to Glasgow) with a layover of over 14 hours.
In a day or two I receive an email from Emirates informing us of change in itinerary due to operational issues - so our flight now is on the 8th to Dubai and 9th to Glasgow with a layover of 20 odd hours. MMT still does not bother to call us or inform us of a possible disclaimer that whether 14 or 20 hours, this layover time is under restriction category. Upon raising our concerns and requesting for them to take accountability and moving us to a flight with lesser layover time (as per Emirates guidance), we are only being taken on a circular discussions with MMT saying that they are not responsible for country restrictions and me reiterating the fact that as agents, the agent on call should have told us of this restriction while booking since they were clearly aware of it, as the restriction was apparently applicable while I booked the tickets. 2 weeks later, we are still on a goose's chase with no clarity of a possible solution to move us to a flight with lesser layover time (let me tell you, the different cost of over 1 Lakh that they want their passengers to bear)! With an exception of 2 agents (Vishal and Paromita), none of their agents have been helpful or even understanding about the ordeal that they are putting 2 students through especially during Covid times - no responsibility taken, no accountability at all to the fact that they misinformed us of the concerns with this flight being allowed to fly even, and absolute no clarity in resolution.
Why they act as an agent and publicize flights that clearly can be cancelled if the restrictions continue without including a disclaimer for the 100s of passengers, makes no sense to me. This has been taxing us our time, the uncertainty of their actions stressing us for the last 2 weeks. Their response time is appalling, and they now expect us to wait another 48 hours with flight rates soaring, to speak to yet another supervisor who I am sure will continue to tell me the same thing!
My desirable resolution as stated to each of their agent is for them to transfer us (economy) to another flight which flies out to Scotland within the 9th of September with layover time that is permissible and us as passengers not having to bear any additional cost! We just want to make sure that a fair and economically feasible resolution is provided and we are able to fly out by the 9th of September to Scotland to attend our classes at the University on time (post quarantine).
Please note: I am unable to attach the emails that I have as additional documents.
MakeMyTrip India customer support has been notified about the posted complaint.
Sep 01, 2021
Updated by Shinzoh Update on the above - No one from the team has reached out yet - it has been well over 24 hours, and we understand from Emirates that this flight has now been cancelled with absolutely no alternate options. We are still waiting to hear from Make My Trip on the 100% refund. The whole ordeal has been exhausting and mentally taxing at this point!
I still do not follow why sell a ticket for an airline that you know is not allowed to fly due to layover restrictions. Disappointing to say the least!
