[Resolved]  Make My Trip — MakeMyTrip delaying SpiceJet refund

Address:

Haridwar, Uttarakhand

My issue involves 2 booking IDs: NF[protected] and NF[protected]. The issue is regarding refund for SpiceJet flight from Cochin to New Delhi on Jan 6th, 2015. The flight was cancelled by SpiceJet on December 25th, 2014. Till now, almost 3 months, I have not received the refund and have got very poor customer service on every correspondence via email or telephone. Numerous excuses and lies have been told to me, which include that MakeMyTrip has not received the refund amount from Spicejet, MakeMyTrip does not know the bank account to which the refund amount is to be submitted, my supervisor requests have been denied by telephone agents, and if I got lucky to get a supervisor he makes empty promises. Following are the few details of the case that show the poor customer service I got from MakeMyTrip: 1) SpiceJet send the refund amount for both the booking IDs to MakeMyTrip on Jan 13th, 2015. I got the email confirmation of the transaction from SpiceJet 2) Rahul Jain (Rahul.[protected]@makemytrip.com) contacted me on Jan 25th to get detail of bank account to which the refund is to be deposited. I mail him the detail on Jan 25th and 29th but did not get any reply. On Jan 29th, my query is assigned a reference ID:[protected]. 3) On Feb 15th, Meena Rai lies to me that MakeMyTrip has not got the refund from SpiceJet and therefore I need to wait. I contacted SpiceJet and got the email confirmation mentioned in point no. 1. I send it to Meena Rai and she escalates my query to accounts dept for validation. However, nothing was resolved after weeks. In the meantime, I was contacted by Nikita Aswani and Nishant Paghadar, who gave me additional excuses and asked for more time to resolve the case 4) I contact customer service over the phone on March 2nd and spoke with a supervisor, Tanuj Roy Chowdhury. He told me that he will resolve this issue in 4 days. However, nothing happened. 5) I called customer service again on March 10th to talk with Tanuj, but I was told that by one agent that as per the policy he cannot transfer my call to supervisor, second agent told me that Tanuj is absent, third agent disconnected my call after putting me on hold to check with his supervisor (this has happened many times, so I am sure my calls were disconnected purposefully). Finally, I spoke with a supervisor, Harish Agrawal (Harish.[protected]@makemytrip.com). Harish told me that he will resolve this issue in 2 days. Harish emailed me after 2 days asking for details of bank account to which the refund is to be deposited (I had already given this detail on Jan 25th and this detail should have been on MakeMyTrip file when I booked the flight). I provided him the bank detail and he replied that the issue is being worked on and I should wait. I contacted him yesterday and have not heard back from him yet. 6) I called 3 agents today to speak with either Harish Agrawal or Tanuj Roy Chowdhury, but first two agents told me that neither of them are on the floor and rest of the supervisors on the floor are busy and cannot speak . The third agent put my call on hold to get his supervisor and the call disconnected, which has happened so many times when I insist to speak with a supervisor. Above are evidences of extremely bad service by MakeMyTrip to its customers. Nobody sincerely tried to resolve the issue, except sincerely making excuses and lying.