[Resolved]  Makemy Trip Travel Agency — Refund not processed for cancelled fight tickets

Address:	New Delhi, Delhi
Website:	www.makemytrip.com

I had booked my tickets from Jaipur to Guwahati via Delhi and the return tickets too via Make My Trip (MMT) on 31- Aug-2015. There were two bookings for each trip amounting to a total of Rs. 17509 (Rs. 9779 and Rs. 7730 for the respective trips). On the home page of MMT, when I looked for the e-tickets, I found that the amount of my return trip was shown as only Rs. 2100 instead of Rs. 7730. I had contacted the concerned airline who had clarified what the correct amount was and had sent me the correct break-down of the fare and the receipts for each sector of the booking. When I expected the same from MMT, the Executive ARCHIT KAJLA shared a mere Word Document with the amount mentioned. I believe this can be easily done by anyone! It did not even have the electronic sign of MMT. Another Executive SUCHETA VERMA had sent a PDF on my request but this too did not seem authentic. The amount was never updated in the portal. They said that they could not update it due to a technical glitch! This would have its consequences later. 1. I could not get the Reward Points that I should be entitled to concerning the amount of money that I had booked the tickets for. 2. I could not cancel my tickets as the refund amount was much less than the actual amount. I had made several calls to MMT to get the amount updated but nothing was done for it. Even the mails addressed to the top management were not answered. I raised a complaint too along with copies of my bank statement and the receipts shared by the concerned airline. But no reason or proof could survive against the ‘TECHNICAL GLITCH’ of MMT! I had called MMT expecting that they would be able to rectify the issue. 1. Call 1 (Executive – RAHUL) on 03-Sep-2015 I had a conversation with RAHUL regarding the same issue. He said that he could provide me the invoice for my booking. I mentioned that I already had several copies of the invoice both from the airline and MMT. I wanted it to be updated in the portal. When he could not provide an acceptable solution, I wanted to cancel the booking. He said either of the sectors are non-refundable although I had confirmed from the airline earlier that the booking was refundable, which I had also noted at the time of booking. He was not able to sort any of the issues which I had raised. I wanted him to connect me to the FLOOR SUPERVISOR. He was so concerned about his performance being poor that he kept my call on MUTE instead of HOLD for several minutes. When he connected back, he mentioned that his FLOOR SUPERVISOR was busy and would arrange for a call back. When my emails were not answered to, how could I expect that a call back would be arranged? I said that I would wait for any length of time required but I wanted to communicate to the FLOOR SUPERVISOR the same day instead of waiting for the call back. I also requested him to keep the call on HOLD instead of MUTE. He kept the call on HOLD this time until he connected again saying that his FLOOR SUPERVISOR was busy again. I agreed to wait again. This time he again kept the call on MUTE and DISCONNECTED within few seconds. 2. Call 2 (Executive – GAURAV) on 03-Sep-2015 I called again the same day. This time I got connected to GAURAV. I had to explain the entire scenario to him. But even he did not connect the call to the FLOOR SUPERVISOR quoting the same reason. He, too, followed the same protocol of MUTE-HOLD-MUTE until he disconnected the call. 3. Call 3 (Executive – MONI MISHRA) Some days later, when I did not get any call or email from MMT regarding my concern, I called again. MONI MISHRA answered my queries satisfactorily and also clarified the correct amounts which I would get on cancellation. I went ahead with her suggestions and cancelled my tickets on 06-Sep-2015, expecting a refund would be made by 15-Sep- 2015. I also called the concerned airline to verify the amount. They confirmed that the amounts were almost similar if not exactly the same. But upon cancellation, the refund amount for the second trip was only Rs. 788 when I had booked the tickets for Rs. 7730! I had raised a claim for the same to ensure that the correct amount is refunded. But the portal did not show any claim number by which I could track the status of the claim! Neither any Executive provided me the claim number on call. I called once again for this. 4. Call 4 (Executive – CHANCHAL SHARMA) on 08-Sep-2015 CHANCHAL SHARMA accepted that the amount which I have claimed would be refunded to me within 8 working days (5 working days for MMT and 3 working days for the Bank). I accepted the same and ended the call. There was no response from MMT either through email, message or call regarding the refund till 15-Sep-2015. When the refund was not processed with the time promised to me, I called the Bank. They mentioned that they have not received any transfer from MMT. I called the airline again but they mentioned that they had already transferred the amount to MMT on the same day when I had cancelled the tickets! Now, I had to ask MMT for the delay. On the same day, I had called again. 5. Call 5 (Executive - LALIT) on 15-Sep-2015 LALIT answered me his time. I had to explain the whole scenario to him who assured that the refund would be done by 18-Sep-2015. When I asked LALIT about the delay, he said that he does not know why the refund had not been transferred!! Then he added the omnipresent reason of TECHNICAL GLITCH behind the delay! I now believe that MMT does not employ technically-sound professionals to solve the perennial TECHNICAL GLITCH! I rated LALIT 1 on a scale of 4. Yet again, the refund was not made on 19-Sep-2015 as expected. I had to contact MMT. 6. Call 6 (Exucutive - SUSHOBHIT) on 19-Sep-2015 The Executive named SUSHOBHIT said that the refund is initiated by not yet transferred to my account due to some TECHNICAL GLITCH. He asked me to wait for four more working days during which my claim would be reviewed and refunded by 22-Sep-2015. He assured that the issue will be completely solved by 22-Sep-2015 without fail! SUSHOBHIT also mentioned that he would raise my concern under HIGH PRIORITY to his superiors so that the refund is processed at the earliest. When I asked him to send an email confirming all the conversation that we had, he simply denied that he could not do so. On asking about contacting him on the same issue, he provided me his extension number on which I could contact him. I had none of my queries resolved, so I rated him 1 on a scale of 4. Having received no communication or refund from MMT, I contacted them again on 22-Sep-2015. I tried to connect to the extension number that SUSHOBHIT had provided me earlier. But as expected after all the encounters with MMT, the extension number turned out to be invalid!! I called again. 7. Call 7 (Executive - ALOK) on 22-Sep-2015 ALOK was on call this time. As expected and known, he again asked me to wait till 26-Sep-2015 to get all the refunds transferred. He also made the revelation that SUSHOBHIT had never raised my concern as a HIGH PRIORITY. He had not raised any complaint at all. Moreover, he had mentioned the waiting time as seven working days whereas; he had mentioned four to me. I believe that ALOK raised the concern to his superiors and assured that the refund would be done by 26-Sep-2015. On the same evening I got a call from MMT asking me to clarify why I had rated their esteemed Executive 1 out of a scale of 4. MMT could never arrange a call back in spite of assuring me that they would contact me for solving my concerns but they could undoubtedly contact me asking for my clarification. I assume that my explanation had convinced them. Had a 0 been available on the scale, I would have rated a 0 instead of rating him even a 1! The 0 is not only for the agent but for the entire management of MMT. After waiting for 3 weeks instead of only 1 and going through the ordeal without having the refund yet, I am more than convinced now of the promises that MMT makes to the customers are only for their own benefit! Does MMT have no mechanism in place to keep a track of all the pending requests and solve them on time? Does MMT have no SLA to follow or any management to guide them? Does the Floor Manager never train the Executives on how to talk with customers, forget about solving their problems? The MUTE-HOLD-MUTE-DISCONNECT policy is never noted by them? Does the Quality Management team never monitor the calls that are being handled? And don’t forget to honour the Technical Team who can neither find the reason behind nor solve the eternal technical glitch!! I now doubt how do they proclaim themselves to be India’s No 1 Travel Site? Smita [protected]@gmail.com